Premier Electronics

"Any time one of our customers is not happy with our service we look inward for ways to improve. I have reviewed our notes from the repair and my findings are the following: In an effort to satisfy the customer's expectations we did shop pull the television to conduct further testing on the unit. Each time it was in our center no trouble was found and we replaced the parts that we did as a preventative measure working from the assumption the set had intermittent trouble. This was all done at no expense to the customer. Each time the technician visited the home he attempted to verify where the problem was coming from. At our last visit it was determined there was an intermittent connection in the component cables leading to the television. The television was then hooked up via HDMI and the customer was then satisfied with the picture. The technician was instructed to use different language to describe situations to customers. Many times when someone is direct in answers it may seem as though they are being rude. As I was not personally there I cannot directly comment on what exact words were used or the context of the comment. I can only assure you that we as a company do not tolerate any rude language or behavior. I don't know at this time if there was anything else that could have influenced the situation negatively. I am truly sorry that we did not meet your service expectations. Our goal is to exceed our customer's expectations. I would also like to make it known that it was not only inconvenient and frustrating to you the customer that several trips were involved. It is our goal that if at all possible we complete the repair in one trip, as you would expect multiple trips on the same repair does not make us money but actually costs us money. In closing I wish the defective cables would have shown themselves as such on our first trip. Thank you for taking your time to bring this to our attention. Edward Burn, President"

"I am sorry to hear about your disappointing experience with our company. Any times we are required to follow certain procedures to abide by a warranty company's guidelines. As in this case we were required to request the needed part from them directly. The warranty company at that time attempts to locate the part and provides us with estimates of time frames for shipping, availability of product and so on. We in turn provide those updates (or lack of updates) on to the customer. In events where the part is no longer available from the manufacture, it is not uncommon for the warranty company to take additional time attempting to locate it at any other available source. Many times this is successful in repairing a television which otherwise would have to be scrapped and a replacement set given to the customer. Obviously it is in the warranty company's interest to repair a set rather than replacing it. In events like this where they are unsuccessful in locating the part it looks as though nothing was accomplished other than delaying the customer. We have since this time and other similar situations, modified our procedures and worked with the warranty companies to better handle situations like this. Allowing us to be more proactive in scheduling and the warranty company identifying parts that are not going to be found based on previous searches. Thus shortening this time frame. Our latest customer turn time was 7.1 (time from call in to warranty company until completed repair) This was derived from a mean average of 1 month's repairs and each repairs individual repair cycle.( In this case 683 repairs) We strive for even quicker repair cycle times. These number reflect all repairs and situations some units having parts on back order for three weeks, some repairs completed the next day with parts stocked in our service vehicles.Our service vehicles are all marked with our Company logos. Our paperwork is complete including a condition report. I looked into this case where the van was unmarked and I found that it was a new addition to our fleet which at the time had yet to be labeled. Scheduling continues to be any service company's greatest challenges. We must balance the needs of all of our customers and provide as much flexibility as we can within those boundaries. Lower volume areas of our service area are always a challenge to schedule and we continue to strive to overcome those challenges with new, innovative ideas. thank you for taking the time to bring this to our attention, Although we service over 7000 repairs per year in home each one is important and deserves our attention and dedication."