Our Sony Projection TV went on the blink over the Memorial Day weekend. We called Royal - trying to keep business local - and they responded Tuesday with a house call. The technician spent about half an hour, told us he could repair the problem for $455 (plus his $95 trip charge) but would have to come back to pick up the set at a later time. He felt our power board had failed. We thought the price was a little high, and didn't understand how replacing one component necessitated moving the set. Once we called Sony, we found out (a) this wasn't the problem - (b) the repair could have been made in the home - (c) the part retailed for $80. The issue was resolved by simply cleaning the components.
We sent over a fax to Royal explaining why we were unhappy with the situation - the reply back was that they would live with an unhappy customer before they gave a refund. Right or wrong, his technician had spent time on the set and that was the end of it. He said he had thousands of other happy customers and didn't seem to be bothered that I was going to contact the BBB.
I would be very cautious about trusting them to make an accurate diagnosis on anything and less so to value your patronage. They most certainly didn't care about my concerns.