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Service Provider Response

Mr. [Member Name Removed], I am actually blown away by your response here. I am so sorry that you feel frustrated in anyway. I came out to work on your system, many, many times, including on a Sunday, without charging you--and you have to admit, that whenever I left your home, your system would be working 100%. Per the message I left you, I was out of the country, and could not be reached for several days, however, upon my return, I have made attempts to contact you back, on your latest issue, but I did not receive a response from you. I even offered to have a different company to come out, and I advised you that if my work was found to be at fault, I would compensate you. And this review is your response? I feel that I have gone over and beyond, man, including offering additional resources at my cost, because I value my customers. Mr. [Member Name Removed], I have been installing large media rooms for 20 years, this June, with the majority of my business being referrals--this is my livelihood, only source of income, so it does not benefit me, in anyway, not to provide great service...I'm actually at a loss here. Additionally, Mr. [Member Name Removed], you recently changed your home's WiFi and password, which your WiFi remote relies on. You showed a screenshot that stated 'Lost Connection', as well as a different Network Name, which does not match my record of what your WiFi remote/cell phone was previously connected to. When I tried to troubleshoot that with you, you did not respond. I cannot warranty products that are outdated or configurations/changes made by the end user. Once again, all would be working, before I left your home. The settings in the Harmony Remote, do not just stop working, weeks later, due to a faulty initial installation/programming error--it would have presented itself on the spot. However, changing your Network Name/Password will cause the WiFi remote not to work, until updated with the new information. This would be just a standard service call, in order for me to reconfigure your remote control with your new network info. During this process, you chose to change your cable box out, on your own, multiple times, and yet we came back out to reprogram your remote, free of charge. Your outdated Marantz AV Unit-HDMI version, is not compatible with today's standards. When we first set you up, your original cable box was compatible with the Marantz, but as stated before, for some reason, you chose to change the boxes out on your own multiple times. We even came out to address the primary language preference, changing it from Spanish to English, because you chose to change out your cable box again, with no charge. A little while later, you went and got another cable box that you connected yourself, at which point we came out again, and due to the fact that you insisted on keeping your Marantz unit, we provided a solution of running a HDMI cable, directly from your cable box to your television, as well as one directly from your AppleTV to your television. We then employed the fiber optic output of the cable box, to send the audio to the Marantz, while bypassing the HDMI pass-through issue--we did the same for the AppleTV. We charged you for the HDMI and additional fiber optic cables. Regarding your television, it was 15 years old and it had a fatal main board error. We showed this to you by connecting your bedroom television, in place of the faulty television, which worked seamlessly. We had nothing to gain by suggesting that you upgrade your television, considering you purchased your new television elsewhere. Each time that we would leave your home, your system was working 100%-we tested it several times with you--so I'm struggling to see how this is my error. There appears to be a trend here, Mr. [Member Name Removed], because you voiced that your previous AV company was incompetent and had horrible customer service, as well. As stated before, when I left your home, every single time, all was well, therefore I truly believe that these issues should not be laid at my feet, at the expense of my reputation. I wish that you would have had another company get you squared away, and after a bit, make a review, before you so hastily wrote this review against my company. I am confident that you will see that I am not at fault here and pray that you will submit a retraction review. My offer still stands, regarding having another company come out, and if my work is found to be at fault, then I will compensate you. We pray blessings over you and your lovely wife, nonetheless.