HomeLife Technology

"I am very confused as to the poor grading we received in this review. This customer was very happy with their system and the quality of the work done following the installation. Upon receipt of our final invoice, which is sent after the completion of the project, the customer paid it in full. Had anything not been done to their liking, we would simply not have been paid. During the first year, there was an issue with an XM tuner that quit working which we promptly took care of. We made a service call, diagnosed the problem, ordered a replacement and then went back to the customer’s home once the new unit came in and installed it. This was done at no charge to the customer and handled per our included one year warranty period, which is clearly stated in our contract. A few weeks prior to getting this bad review, I spent 2 hours remotely supporting non-warranty issues well after business hours. There was no charge for this service; I did it as a courtesy. By the end of the support session everything was completely resolved, but to be clear, these “small problems” were created by the customer. The customer had one of the devices that are needed for the remote controls to communicate with his system unplugged. He was also trying to pull up the Control4 interface on a TV that did not have one. And lastly, he was having an issue with a remote control that was missing its battery cover, which is designed to keep the batteries snug and in place to allow for proper contact. A few weeks later I received another message after business hours regarding an issue with an online music streaming service. As is the nature with any internet based streaming service, the content providers have issues from time to time and these are beyond our control. Within a few hours of receiving his message, I remotely looked at his system and everything looked normal, so I figured the issue had been resolved. Later that week, I received another message regarding the same issue (I’m not sure if he ever tried the music service or not after the original message) and in response I forwarded an additional possible resolution via email. Prior to the email, I had again remotely checked his system and all still looked normal with it. In the email I outlined how non-warranty support is handled. As with all customers, we answer quick support questions via email **at no charge** and I also included our rates for various support services that are well within industry standards. As a courtesy, in both instances, I did remotely check for any issues but did not communicate this to the customers. In hindsight, I wish I had let him know that I had done this for him. After the email was sent, I didn’t hear back from him regarding his issue so I was left with the impression that the issue had been resolved. If there is some outstanding issue, I would like to resolve it, but to my knowledge everything is working properly. Unfortunately, it is impossible to offer unlimited support. We have a warranty period that we honor, which is clearly stated in our contract which was signed and accepted by this customer. After our included warranty period passes, service issues are handled as service calls unless I can answer simple questions via email. I feel that we were given this bad review because the customer unrealistically wanted us to service his system indefinitely without any compensation. This is the only problem like this we have ever had, so please contact me and I can gladly point you to some of our very happy customers if interested. Sincerely, Ralph Carratura HomeLife Technology LLC 5513 William Flynn Highway Suite 400/292 Gibsonia, Pennsylvania 15044 p. (412) 760-0852 e. [email protected]"