07/15/09

Terrible Service!

by Juliagoolia

We purchased a 47 inch Oliveia Flat screen 1080p HDTV w/ the extra warranty November 2007 from BJ's. The TV started to act up about Jan 2009 right after the manufacturer warranty was up. The TV on/off switch wouldn't work and when we could get the TV on, the screen would freeze at times causing you to have to shut it off, hope it turned back on again and start all over. We called the warranty company who set us up with Elwin TV for possible repair or replacement. They stated over the phone that it sounded like something they wouldn't be able to fix but they would discuss it with the warranty company and get right back to us. 3 weeks later and several phone calls (from us to them) later, we were told a tech would be out to our home evaluate it in person. We took a day away from work (waited from 12noon-4pm) and the tech came out, at 3:30pm and told us the exact same thing, he didn't think they could order the parts but he would discuss it with the warranty co. and get "right back" to us. 3 weeks and several phone calls (from us to them) later, we are told another tech would be out to pick it up so they could evaluate it "in the shop". No promises that it would be fixable, but they would have a tech "take as look" . AGAIN, we took a day off from work and waited around for them. We even called early in the morning and were told by the dispatcher that we were second on the list for pick up, so probably by 1pm ( we were to wait for pick up between12noon & 4pm). At 10 minutes to 4pm, the tech picked up the TV. SIX weeks later, after several phone calls we are AGAIN told that they are having a tech "LOOK AT WHAT PARTS MIGHT NEED TO BE ORDERED" with no promises that it is indeed fixable THEN they will submit THAT techs findings to the warranty company for follow up. Now, we have gone from January to JULY without a TV and we are STILL getting the run around. Elwin blames the warranty company, yet cannot provide me with a Representative that they have been in contact with (name/number) so we could call and get to the bottom of it ourselves. Might I add, the phone reps are rude , condescending and make you feel like you just pulled them away from something way more important than your phone call. We TOTALLY feel like because we had a warranty and weren't paying out of pocket for services rendered we were given the full run around by Elwin and are STILL waiting for the return or demise of our TV now, the 3rd week in July. I am sure when they return it, fixed or broken we will have the pleasure of taking ANOTHER day off from work and waiting & wasting the day in our home for them to come 12-4pm. I will be sending a copy of the details to BJ's customer service and would NEVER recommend use of them by choice!

• Pros: None
• Cons: Slow to return calls, cannot get a straight answer!

07/06/09

Labor pains!!!

by dunkindoodle

I have a 65" Mitsubishi that stopped working . Called Elwin Electronics, the girl in service told me there would be $145.00 charge for them to come out to the house to look at the television. If I chose to have them repair it, the $145.00 would be absorbed into the repair fee. They were in my home for just shy of an hour. The total parts cost was $27.80, the total labor charge was $310.00, for a total of $339.74. When I called to question the $310.00, I was told that was the price for a 65". They were up front about the $145.00 but never mentioned that because they would be working on a 65" that the labor cost would be $310.00. A supervisor was suppose to get back to me, which she did not. I did call again and ask to speak to a supervisor, I spoke with Fran. I was told that $310.00 is the charge for the repair and that before it was fixed and they told us the price we could have declined having the repair done and just paid the $145.00 for the home visit. That would have been pretty stupid on my part to pay $145.00 for them to look at it but then not have it repaired. I own a 08 vehicle and have never paid $300.00 for an hour of labor, I have one of the best attorney's in the state on retainer for my business and don't pay him $300.00 for an hour of his time. In our business, we have 3 men show up on a job with over a quarter of a millon dollars in equipment and we don't pay them $300.00 for an hours worth of work. I feel the cost of labor for this repair was outrageous and Elwin Electronics should be ashamed of themselves for being so greedy. I will report this to a higher authority, which our business is a member of and will tell everyone I know, not to call Elwin Electronics for service.

• Pros: None
• Cons: Outrageous labor rates.

11/24/08

Horrible customer service, lies, overpriced, always has been....

by hollyrules

I never worked for them, so I have no ax to grind with them... I have had 3 items that I had to take to them, over the past 15 years, and 3 bad experiences...

1. Took a car stereo to get repaired, long story short, I NEVER got it back!

2. Took a surrround sound receiver to be repaired, over a YEAR later it comes back still not working right!!!

3. Took a TV to them, they lied to me several times on repair times, when I finally got it, it had a huge yellow line across the picture, I took the set apart, they did not bother to clean the back mirror, which caused this yellow line...

They are still there because there is really not too many other choices.. my last 2 were warrenty repairs so I had no choice but to use them.. but I would rather ship my TV and pay the costs to have someone else look at it, rather then these liars.

• Pros: They have overpriced parts there
• Cons: They are still open