Local TV repair shop vows to change in wake of complaints
SEATTLE -- A local TV repair company is promising to change the way it does business following a stream of complaints about repair delays and lack of response.
When Scott Merz contacted the Problem Solvers, his 42-inch plasma had been in the shop for more than a year. The repair shop required payment in advance to fix a broken part.
"It was (for) parts and labor, $ 650," said Merz.
Fourteen months later, he still had no TV.
"At first he would call me back he said that he was still waiting for the parts." Merz said of the repair shop owner. According to Merz, there was always an excuse about parts, or emergencies that took the owner out of town.
Lois Adinolfi waited more than four months before sounding the alarm.
"They picked it up March 13," said Adinolfi.
By the end of July, he just wanted his money back. Adinolfi paid $988 in advance as required by the repair shop contract.
Adinolfi and Merz are among more than 30 customers to file complaints with the state Attorney General against Telesystems Electronics in Everett over the past three years. The complaints point to a pattern of long delays, lack of response and inability to get refunds.
After they contacted us, we accompanied both men back to Telesystems.
Not long after we showed up with cameras, Merz loaded his still-broken plasma television into his SUV with a written promise that he'd get a partial refund in five weeks.
Adinolfi, who'd already been promised a refund, emerged from the repair shop with another promise, in writing, that he'd get his thousand dollars back in eight days.
"I'll take him on his word that he'll send me a check," said Adinolfi.
No one from Telesystems would talk on camera while we were there. I was told the owner was not available and would contact me.
More than a month later, after the promised deadlines, I contacted Merz and Adinolfi, and both confirm they got their money.
Of the 32 consumer complaints that came to our attention, about a third of the consumers have been able to get a full or partial refund after filing complaints.
By telephone, Telesystems owner Edwin Herrera told me that getting parts from the manufacturers has been a big problem since late 2007 to early 2008, in part because of the economy.
Herrera says some big -screen models have a track record of problems with certain parts.
Hererra apologized for the all delays and inconvenience, and insists he cares about his customers.
"I have many happy customers." Herrera said, explaining he'd been in business since 1991.
He says from now on, he will not accept big-screen TV models with a history of defects or chronic parts problems. He says he will also work on better communications with customers, and will discontinue the practice of getting full payment upfront.
Hererra says he resorted to advance payment because many customers were skipping out on paying after realizing it was cheaper to buy a new TV than pay the repair bill.
Telesystems received the Better Business Bureau's lowest rating of "F" in July.
The company is working with the BBB to improve its rating and its customer service. The BBB currently lists Telesystems as having no rating while it reevaluates the company's response to customer complaints.
When Scott Merz contacted the Problem Solvers, his 42-inch plasma had been in the shop for more than a year. The repair shop required payment in advance to fix a broken part.
"It was (for) parts and labor, $ 650," said Merz.
Fourteen months later, he still had no TV.
"At first he would call me back he said that he was still waiting for the parts." Merz said of the repair shop owner. According to Merz, there was always an excuse about parts, or emergencies that took the owner out of town.
Lois Adinolfi waited more than four months before sounding the alarm.
"They picked it up March 13," said Adinolfi.
By the end of July, he just wanted his money back. Adinolfi paid $988 in advance as required by the repair shop contract.
Adinolfi and Merz are among more than 30 customers to file complaints with the state Attorney General against Telesystems Electronics in Everett over the past three years. The complaints point to a pattern of long delays, lack of response and inability to get refunds.
After they contacted us, we accompanied both men back to Telesystems.
Not long after we showed up with cameras, Merz loaded his still-broken plasma television into his SUV with a written promise that he'd get a partial refund in five weeks.
Adinolfi, who'd already been promised a refund, emerged from the repair shop with another promise, in writing, that he'd get his thousand dollars back in eight days.
"I'll take him on his word that he'll send me a check," said Adinolfi.
No one from Telesystems would talk on camera while we were there. I was told the owner was not available and would contact me.
More than a month later, after the promised deadlines, I contacted Merz and Adinolfi, and both confirm they got their money.
Of the 32 consumer complaints that came to our attention, about a third of the consumers have been able to get a full or partial refund after filing complaints.
By telephone, Telesystems owner Edwin Herrera told me that getting parts from the manufacturers has been a big problem since late 2007 to early 2008, in part because of the economy.
Herrera says some big -screen models have a track record of problems with certain parts.
Hererra apologized for the all delays and inconvenience, and insists he cares about his customers.
"I have many happy customers." Herrera said, explaining he'd been in business since 1991.
He says from now on, he will not accept big-screen TV models with a history of defects or chronic parts problems. He says he will also work on better communications with customers, and will discontinue the practice of getting full payment upfront.
Hererra says he resorted to advance payment because many customers were skipping out on paying after realizing it was cheaper to buy a new TV than pay the repair bill.
Telesystems received the Better Business Bureau's lowest rating of "F" in July.
The company is working with the BBB to improve its rating and its customer service. The BBB currently lists Telesystems as having no rating while it reevaluates the company's response to customer complaints.