Circuit Shop

My tv is still not repaired, so this in an incomplete review. I am writing, however, about horrid customer service. I dropped my tv off the be repaired over 3 weeks ago. I have never once received a phone call about why it has taken so long. I have called 3 times now. The first time I called, I was told the TV was next in line to be serviced. No problem, sounded like the TV was going to be serviced soon. Wrong. Second time I called, a week later, I was told the service tech was out sick, but that when he returned the TV would be looked at and taken care of right away. Wrong again. Third time I called, today, the service tech answered the phone. He clearly new who I was because I didn't say my name, just that I was calling to find out the status of the TV. He told me he had been out sick, but that my tv was next in line for service. He did my know how long it would take to repair, but that he thought he should have an estimate to me shortly. I responded that I was upset by the customer service. Never once had I received any kind of call to tell me what was going on. I had to call EVERY TIME. He then got clearly agitated with me and said that they can't cal every customer that is waiting. I've called 3 times, and been told that I was next in line. You didn't ask my name, so again clearly it was known who I was. I stated that I wanted to just say that I was frustrated by the lack of customer service. I was told if I wasn't happy with how long it was taken that I could come get my tv. I jut want it FIXED. I was the. Pretty much hung up on after both of us raising our voices at each other. STELLAR customer service. I've worked in customer service for a very long time. This is NEVER how the customer is to be treated. This is a small town, I don't exactly have the option of taking it somewhere else. This review should be taken as a beware that it will take a good long while, and don't expect to get good customer service.

I live 25 miles away from the Circuit Shop, so I called first to describe the problem with my TV. The person I talked to said to bring it in and they would look at it. They charge a $69.75 "diagnostic" fee that must be paid up front. I took the TV into their store on April 7th and was told that they would more than likely be able to look at it and have it diagnosed by the end of the week, Friday April 9th and could possibly have it done by the end of the following week. I was told that once they found the problem they would call me in order to get authorization to order the needed parts and perform the work. I received no call on by the 9th. I called to follow up on April 12th and was told that they hadn't looked at my TV yet and didn't know when they would get to it. I heard nothing from them the entire week of April 12th. I called back on Friday April 16th to follow up again. I was told that they had diagnosed the problem on Wednesday April 14th. I asked if they were planning to call me in order to let me know that they had it diagnosed. I was told that they "dropped the ball" and that they were sorry they didn't call. I gave them authorization to complete the work. I received a call on Wednesday April 21st that the work was completed, but because I was out of town I wasn't able to pick it up until the Monday April 26th. When I asked if was anything that could be done in adjustment to the bill for taking much longer than I was originally told, I was shouted at from whom I assume was the owner stating that they were not going to lower the price and that if I wanted them to take the part back out of the TV they would. He then tried to tell me that they did call once the diagnostic work was completed (a contradictory story to what I was told on the phone). I wasn't asking for the work to be completed for free, only a small adjustment to the price for taking much longer to complete and the lack of communication for the delay. I was charged $120 for labor and $215 for parts. After returning home I researched the part cost and find out that they marked up the part cost by about 60% over what I could have purchased it for on line. The only compensation that they could provide was an "I'm sorry". Based on my experience, I would not recommend this repair shop to anyone looking for timely service work, good communication and a fair price on parts. If these attributes are NOT important to you, then you can give them a try.