I come in for OT yesterday and again I'm a TV repair dispatcher. I really hate TVs where the brand begins with an S.
Old man called in with an issue on his TV. The volume controls didn't work. He tried two remotes, and I had him try the TV's front panel buttons. Oh, those same remotes worked on other TV's when he took them to the store. Clearly a hardware issue with the set.
Only one problem: He was 1 month out of warranty, and he had no service plan. When a TV is out of warranty the initial diagnostic and trip fee is $150 and is NOT absorbed into the final parts and labor. Stupid I know, but I don't set the prices or policies.
Brand will be referred to as "S".
Me: Okay, because this set is now out of warranty and you have no service plan, the diagnostic and trip fee is $150. *gives terms*
SC: This is ridiculous, it's a brand new S! Why can't you just fudge the dates on the ticket?
Me: I understand how you feel, but I can't try and put this TV under the factory warranty as it no longer is valid.
SC: I'm not paying to get a 13 month old TV fixed.
Me: *Thinking: well then you should have bought the service plan.* I'm sorry sir but as this TV is now out of warranty the service call will have to be COD.
SC: Get me your manager. Nothing against you as you're doing your job but I don't believe I should sink money on a TV that's basically brand new.
Me: Sure, please hold....
I get really cool sup, who agrees that this man has no case, but takes the call anyway....
SC: Yes, your tech SLD told me that I have to pay to get my TV fixed. I'm not paying to fix a TV that I am still paying off.
Sup: I'm sorry but because you're out of warranty and have no service plan, as my tech told you if we send out a service call it will be COD.
SC: Personally, I think I got a lemon. One month after the warranty expires?!
Sup: As with any mass-produced electronics, there is always a chance of hardware failure as in the case here.
SC: Well I think that this TV should last more than 13 months!
Sup: If you don't mind me asking, when you bought this TV why didn't you get the service plan?
SC: Because it would have made a $1,200 TV a $1,500 TV. That, and buying a service plan is against my principals, you're buying one because you think the product may not last, I thought S made a good TV!
Sup: *rolls eyes* Sir, I'm sorry about all this, if you feel you got a lemon, it might be best to contact S.
*I give sup the phone # to S.*
SC: Thanks, I think I'll call them. Remember this has nothing against you....
*click.*
Me, to sup: I've work retail since 2000 and here since 2004, the biggest complainers refuse to buy service plans then pitch a fit that they'll have to pay for repairs.
Sup: That is so true.
SLD's note: We also dispatch service calls for a TV manufacturer beginning with "P." The amount of service calls with have to send out for S vs P is something like 20 to 2. It's all manufacturing. S stopped making their TV's in Japan and switched 100% to either Mexico or China with apparently no regard to quality control. P makes the panels and supporting electronics in Japan then the final assembly is done in Mexico but at least they have an idea about quality control....
Old man called in with an issue on his TV. The volume controls didn't work. He tried two remotes, and I had him try the TV's front panel buttons. Oh, those same remotes worked on other TV's when he took them to the store. Clearly a hardware issue with the set.
Only one problem: He was 1 month out of warranty, and he had no service plan. When a TV is out of warranty the initial diagnostic and trip fee is $150 and is NOT absorbed into the final parts and labor. Stupid I know, but I don't set the prices or policies.
Brand will be referred to as "S".
Me: Okay, because this set is now out of warranty and you have no service plan, the diagnostic and trip fee is $150. *gives terms*
SC: This is ridiculous, it's a brand new S! Why can't you just fudge the dates on the ticket?
Me: I understand how you feel, but I can't try and put this TV under the factory warranty as it no longer is valid.
SC: I'm not paying to get a 13 month old TV fixed.
Me: *Thinking: well then you should have bought the service plan.* I'm sorry sir but as this TV is now out of warranty the service call will have to be COD.
SC: Get me your manager. Nothing against you as you're doing your job but I don't believe I should sink money on a TV that's basically brand new.
Me: Sure, please hold....
I get really cool sup, who agrees that this man has no case, but takes the call anyway....
SC: Yes, your tech SLD told me that I have to pay to get my TV fixed. I'm not paying to fix a TV that I am still paying off.
Sup: I'm sorry but because you're out of warranty and have no service plan, as my tech told you if we send out a service call it will be COD.
SC: Personally, I think I got a lemon. One month after the warranty expires?!
Sup: As with any mass-produced electronics, there is always a chance of hardware failure as in the case here.
SC: Well I think that this TV should last more than 13 months!
Sup: If you don't mind me asking, when you bought this TV why didn't you get the service plan?
SC: Because it would have made a $1,200 TV a $1,500 TV. That, and buying a service plan is against my principals, you're buying one because you think the product may not last, I thought S made a good TV!
Sup: *rolls eyes* Sir, I'm sorry about all this, if you feel you got a lemon, it might be best to contact S.
*I give sup the phone # to S.*
SC: Thanks, I think I'll call them. Remember this has nothing against you....
*click.*
Me, to sup: I've work retail since 2000 and here since 2004, the biggest complainers refuse to buy service plans then pitch a fit that they'll have to pay for repairs.
Sup: That is so true.
SLD's note: We also dispatch service calls for a TV manufacturer beginning with "P." The amount of service calls with have to send out for S vs P is something like 20 to 2. It's all manufacturing. S stopped making their TV's in Japan and switched 100% to either Mexico or China with apparently no regard to quality control. P makes the panels and supporting electronics in Japan then the final assembly is done in Mexico but at least they have an idea about quality control....
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