JONS ELECTRONIC SERVICE

I was very unpleased when I had contacted. I bought my parents this exact same tv. Mine came with bright lights round circles at bottom. Explained I had worked on these TVs for 4 years (and yes I’m a female). During the pandemic a older man came in without a mask and another with one (who didn’t say a word the whole time during the problem.) I know exactly how to repair this myself and the cause. I was upstairs working and my roommate texted me saying that he was making statements like “it’s just the way it looks”, and “it’s normal” THEN “you would need to buy a more expensive Tv to not make it look this way.” The TV was $1500....And my parents have the same one with no issues. I came down there because I could already tell they didn’t want to replace it from the emails I was getting. I’m in warranty so what harm would it cause to just replace and fix it right? I know myself the issue. So when I came down he said he “didn’t see a point” and that was the way it is. I explained I know my stuff so he caved. He looked around and noticed I’m in the basement and had no table. He stated “I would need a flat surface to work.” I moved a object and said he could use the floor if he liked. I was super nice the whole freaking time. I was just happy he finally decided to replace it. First he said he needed it approved before he replaced it...even though the rep at the front desk ordered the part already and approved it. Odd...He asked if I had a mattress. I politely asked how in this situation would he handle other customers that do not have a flat surface like a mattress in their basement. “Well if your ok with me breaking the back panel as I work that’s fine but we wouldn’t be responsible.” I was totally put off from a customer support standpoint and professional. I work for Apple...for a living it’s my job to deal with situations like this. I said: “ You’re the professional you guys know what you’re doing.” In my mind I’m thinking why would he say he’s gonna break something if I can do this myself. The only reason I didn’t is because I know it’s in warranty and obviously I don’t want to have to pay for parts. It needs to be fixed it’s already gotten worse, he even said Samsung noticed a issue...so after much dodgy banter I finally said “Hey look if you dont want to repair this then leave. Get out please. Just get out.” So why was the company unwilling to just replace this? Why such a hassle to not repair a obvious issue? Was it because I knew my stuff? Was it because I’m a woman? No repair was ever made. They didn’t even show up on the appointment day only to call me later and say they just got the part in. At this rate I felt like he didn’t want to do the repair when in all honesty needed to be done. I called the older man out on how he didn’t want to make the repair and he bulled up on me. If you don’t want to do your job then just quit. If you’re intimidated by a person because of their knowledge of the ongoing issue than I have no words. Guess I’ll be calling Samsung at this rate. Such a shame. Why would I even want to put trust in this guy fixing my TV. It was too much contradicting after another. Just not to do a simple repair. Oh man. Just don’t choose this place.

We had purchased the TV from Costco and began having a problem within a few months (the TV turned itself off and on, over and over). After working with the Costco rep for a while the problem was escalated to Samsung, who then scheduled service. They arrived on schedule and had the TV working in minutes. They explained the source of the problem and then recommended a few tweaks to the picture settings. The problem is gone and the picture is great!

He knew exactly what the problem was after I described it to him. He was able to take care of it for me right away. I think it is his wife who answers the phones and makes appointments and she also does a very good job. They work well together and answered all my questions. Jon seems very friendly and easy to work with.

JON WAS VERY FAIR AND REASONABLE. FIXED OUR TV AND MICROWAVE THIS PAST YEAR.