Audio Video Technologies

"Customer requested that we troubleshoot his existing HT system and cabling issues. We have a minimum one hour service call. We were able to troubleshoot his system with two technicians in about an hour, thus the $125.00 charge."

"This customer was very nice, but had a difficult time understanding that when we were on vacation for a week we would not be answering the phone. This was a long project and we paused it for an anniversary vacation. I am sorry that this customer was upset by this, but I would point out that they were ultimately very happy with the project results. Additionally, we were fabricating custom wood cabinetry as part of this project, and to expect to receive daily updates on this is a little bit unrealistic, especially since we gave them a time frame for completion and met that time."

"Interestingly, when I saw this review post, I was on the phone with the customer setting up a service appointment after leaving several messages for them myself. Service is scheduled for Friday, 01/08, to troubleshoot why they lost 1 channel. Additionally, the lack of preparedness being perceived may stem from the need to customize a mounting solution for this customer, based on the roof we encountered. They had a very thin facia, which was our only mounting option, so we had to create an additional wood surface to give the antenna mount enough area to secure it properly."

"I am sorry that this customer feels that we were unresponsive. As this project was completed in a hurry just prior to Christmas, we were out of town for the holiday immediately thereafter, up to and including the date of this review, which was actually verified and posted on 12/26. Today is Monday 12/28 and we have returned from the holiday to find that the customer feels we have not been responsive. I have since attempted to contact them to resolve their questions, to no avail as yet. An important note might be that the customer is very happy with their system and the work we performed. I am not sure what else we can do other than not take a Christmas holiday."

"This customer is completely misrepresenting the truth, in several ways: 1) This job was completed more than a year ago and we have had no correspondence past the initial installation and recalibration after approx. 40 hours of use. 2) These are high-end GoldenEar Triton Speakers, which sound marvelous, provided the customer does not mess with the setup when they do not have the knowledge to do so. Like many high quality speakers, these speakers do not reach their full potential until they are broken in. We have found this occurs at about the 40 hour mark of use. This is also further stated in numerous reviews and on the manufacturers own website. It is not an "auto-calibration" as the customer states. 3) The universal remote that was programmed for his system is a proprietary remote made by RTi, a common home theater remote system used in AV installations and automation. In order to sell and install these remotes our techs have to be certified in the proper installation and programming of them. We are not allowed, by manufacturer agreement, to give a copy of the proprietary software to the end user, as these remotes are in fact miniature computers with embedded software, any more than when you buy a car and it has programming issues you would be able to plug in and fix it yourself. It has to be addressed by someone who knows what they are doing. His statement about adding game system is the one truth in his review. These cannot be paired with any remote system outside of their proprietary remotes. 4) The fact that this customer paid a few thousand dollars for high-end speakers should no be a shock to anyone who knows what high-end speakers cost. These are in fact very reasonably priced, as can be noted by a simple search of the reviews and price points of these speakers. They are not by any means to be compared to "Bluetooth speakers" as a quality comparison. The suggestion itself shows an ignorance of high quality speakers, and suggests quite clearly that the customer should not be attempting to calibrate, manipulate, change, alter, or add to the original system as designed and installed in any way without our help. 5) Every single customer we have receives the same 90 day in home free service warranty, allowing them to call us back out at no charge, to address any programming changes desired, calibration issues, or alterations within the system. This customer did not take advantage of this. We did return for our automatic recalibration of his speaker system as previously stated and we addressed some remote issues at the time, i.e. adding favorite channels to the remote, moving some icons around etc. however, there was no statement from the customer, nor any discussion at that time that he was dissatisfied with the system, nor did he call us out for any follow-up service. After we recalibrated the system, and changed back what he had altered after the initial install, he was very happy with the system. We have not heard form since that tim"

"I spoke to this customer after receiving the review from him, because he initially told me he was very happy when he paid for our small service to connect his speakers to his AV receiver. He has limited technical knowledge and felt that we connected his speakers incorrectly. He has provided some banana clips for the speaker connection to his subs. So, he disconnected the way we connected them and connected them directly to his receivers amplified sub-woofer terminals. I explained that he has Def-Tech speakers with built-in sub-woofers, which have their own on board amplifier, so it is preferred that these be fed from a line-level signal instead of an amplified signal from the receiver. He kind of understood what i was saying, but we made a free follow-up appointment to go out and reeducate him and show him the difference in sound quality."