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Challenging experience - Review by Jeff S | Precision Audio & Video Service

Precision Audio & Video Service

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Challenging experience 10/19/2006

My experience started out good for television repair for my Samsung, but when a business procedure was not followed, one person on staff did not engage appropriately according to my desires as a customer. I selected Precision AV because it's nearby and the shop rate was reasonable. (Note: many other shops charge by the procedure, not by the hour, and that can be a better deal, particularly for difficult to diagnose situations). After dropping off the TV, the first call I received about the service was to tell me that it was complete, and that I owed nearly twice my pre-authorized amount. I talked the situation over with the technician, who was quite candid and cordial and we had a good conversation. We hung up with the understanding that I would think about my options. After calling around I called Precision back and started a discussion about my options. The person with whom I spoke was very dismissive of my situation, almost rude. I was unwilling to pay the entire repair amount as I had not authorized it, yet I was willing to pay a portion over the pre-authorization. However, the Precision AV person would only allow an all-or-nothing solution: pay for it all, or pay only the diagnosis fee and they would undo the fix. That seemed to be a very strange position to hold since it would cost more. It did not seem that he consulted anyone else in the office about options. I did have good conversation with three other people on staff, including the technician and the lead technician. In the end we reached agreement. I know that situations such as this do happen at times but it's not pleasant to go through. My conversation with the owner after this situation has been good, and he is working on improvements. more
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