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You’ve checked and rechecked the jumble of wires. Put fresh batteries in
the remote. Confirmed the satellite signal or called to scream at the cable
company. Gave it a few good, solid whacks. Nothing doing. It’s time to
call in the experts.
Unfortunately, your frustrations may continue as you look for a video equipment
repair shop. At the time of our last full, published article, twelve of
the 32 repair firms we evaluated for this report were rated “inferior”
for “overall performance” by at least 20 percent of their video equipment
repair customers we surveyed. And choosing a low-priced firm is more difficult
in this field than in almost any we study.
Our Ratings Tables will steer you to some high-quality video equipment
repair firms. Nine of the firms on the table were rated “adequate” or “superior”
for “overall performance” by at least 95 percent of their surveyed customers.
In this article, we’ll also give you a little help on the difficult problem
of assuring that you pay a reasonable price.
You’ll want to check several points when choosing a repair service. For
the firms we’ve rated, most of the information you need is on our Ratings Tables , but you’ll still want to ask a few questions yourself.
Types of Equipment Fixed
Be sure the firm regularly fixes your type of equipment. Most firms fix
most types of equipment, but some repair services have little or no experience
with flat-panel TVs, digital camcorders, or DVD players. Our Ratings Tables show the types of equipment firms told us they fix.
Brands Fixed
Be sure the firm is set up to work on your make of equipment. You want
it to have the schematic diagrams and access to the parts needed to fix
the brand you own. If a firm doesn’t often fix your make, it may not have
these resources. It’s particularly important to check this point if the
firm is not factory-authorized to repair your brand, because factory authorization
suggests at least a reasonable level of familiarity. If your equipment
is in warranty, of course, you’ll want to check that the firm is currently
factory-authorized so the repairs will be free.
Note that retailers that offer repair services typically only do warranty
work on items they sell.
What Other Customers Say
You improve your odds of being satisfied with the service you get by choosing
a firm that has a record of satisfying other customers. You can, of course,
ask friends and neighbors for their recommendations, but the customer survey
data reported on our Ratings Tables are an easier way to get much more
information.
We surveyed area CHECKBOOK and Consumer Reports subscribers and asked them
to rate repair services they had used “inferior,” “adequate,” or “superior”
on several different criteria: “doing work properly on the first try,”
“starting and completing work promptly,” “letting you know the cost early,”
“advice on service options and costs,” and “overall performance.” Our Ratings Tables show the percent of each firm’s surveyed customers that rated
it “superior” on each of these questions. In addition, the table also shows
the percent of each firm’s surveyed customers that rated it “adequate”
or “superior” (as opposed to “inferior”) for “overall performance.” We’ve
included on our Ratings Tables all the firms for which we received
10 or more customer survey responses. (For further discussion of our customer
survey and other evaluation methods, click here.)
Most of the listings on our Ratings Tables are for individual firms. Listings for Best Buy show the combined ratings for video equipment repair that we received for any of the chain's area stores. For chains, almost all video repair work is sent to a regional, centralized service center, a subcontractor, or the manufacturer.
Complaint Record
For firms that were evaluated in our last full, published article, our
Ratings Tables also report for each firm that is located in Pennsylvania
or Delaware the number of complaints on file with the Better Business Bureau
(BBB) Serving Eastern Pennsylvania or the BBB of Delaware for a recent
three-year period. We have asked the BBB of Central and Southern New Jersey
to allow us to report complaint information for firms located there, but
we have not yet been able to secure permission to do so.
For firms listed on our Ratings Tables that are located in New Jersey,
we checked the complaint files of the New Jersey Office of Consumer Protection.
None of the firms on our Ratings Tables had any complaints on file
with that agency for the recent two-year period that we checked.
The complaint counts shown on our Ratings Tables for the BBB are simply
the total numbers of complaints on file for each firm; these complaints
might be related to disputes that arose from firms’ activities other than
video equipment repair work.
When using the complaint information, keep in mind that complaints are
not always justified; sometimes the customer is unreasonable. And remember
that we have not been able to give you a measure of business volume; everything
else being equal, large firms are more likely than smaller firms to incur
complaints simply because they serve more customers. Also be aware that
some firms may be at greater risk than others of incurring complaints because
of the specific types of business they do.
You can check current BBB complaint information on any firm by contacting
the BBB where the firm is located (see below for contact information).
For firms that were evaluated in our last full, published article, in the
details under the firm’s listing, click a link to the local BBB to go directly
to the BBB’s most up-to-date report on the firm.
Guarantee
Another useful clue to your chances of being satisfied with a firm is the
guarantee it offers on its repairs. There are several points to check about
a repair service’s guarantee: how long it lasts (most are for 90 days);
what parts of the equipment it covers (some cover the entire unit, but
most cover only the part repaired); and whether labor only or both parts
and labor are covered.
Usually a 90-day guarantee is enough, because most faulty repairs show
up right away. But it may take longer before an intermittent problem shows
up or before you see the results of a repair service’s use of incompatible
parts. Also, since some firms don’t extend their labor guarantee if you
return your equipment for work under the guarantee, it may be desirable
to have a long guarantee in case you need to have the equipment in and
out several times before the firm solves your problem.
It’s very desirable to have a guarantee that covers your entire unit, not
just the part repaired. One reason is that chances of having other problems
are higher if you’ve already had the need for one repair; malfunction in
one part may weaken others. Another consideration is simply the difficulties
of proof: if your unit goes out shortly after you’ve had it in for repair,
you may be convinced that the repair service did the repair wrong while
the firm may claim the second malfunction is unrelated to the first. Since
you can hardly expect to win such technical arguments, it is convenient
to have a guarantee that covers the entire unit.
Don’t simply accept a firm’s oral description of its guarantee. Ask for
it in writing, read it carefully, and ask to have it modified if it doesn’t
seem to you to be as extensive as the firm claims. Many firms have told
us they are willing to modify their written guarantees at the customer’s
request.
Though a broad guarantee is desirable, be aware that a firm that offers
one may have to charge you more for repairs. It will have to check your
entire unit and possibly replace parts that its technicians think might
go out in the near future. And it will probably feel it simply has to charge
you for the risk it assumes. A broad guarantee is like an insurance policy
and you’ll probably be expected to pay a premium.
Prices
You would like to find a repair service that not only does high-quality
work but also charges reasonable prices. There are often big firm-to-firm
price differences for the same repair. But finding out which firms offer
the best prices is difficult.
Our shoppers have called firms to get prices for precisely described television
repairs—where our shoppers had good reason to know the exact work that
was needed. Many firms refused to look up the cost of the needed parts
and most refused to tie themselves down to a fixed price—or time allotment—for
labor. If you insist on knowing the price before the work is done, you’ll
have to get an estimate.
There are problems with this system. First, it is time-consuming if you
want to get price quotes from more than one firm. Second, it can be expensive.
As you can see on our Ratings Tables, many repair shops charge fees
to prepare a repair estimate for a television (usually the estimate fee
is applied to the cost of the repair if you have the repair done). In addition,
some firms require you to preauthorize repairs up to a substantial charge—$100
or more in the case of a few firms. If the charge will not exceed this
preauthorized amount, the firm won’t even notify you before beginning work.
There are reasons for these policies. It is difficult to determine what
work needs to be done without doing a diagnosis, and the diagnosis is often
more work than the repair. So firms want to get at least some payment for
producing an estimate. Further, the firms that require you to preauthorize
repairs up to a specified charge want to be sure that they get your work
after investing their time in diagnosis, and they don’t want to have to
stop working while they track you down to approve an estimate.
Nonetheless, these policies create a big obstacle to price shopping and
price competition. At the very least, it seems that a repair service should
be willing to give you a price quote by phone if you already have a written
diagnosis and estimate from another firm—with the understanding that the
quote will not be binding if the other firm’s diagnosis proves to be wrong.
Our Ratings Tables tell you each firm’s charges for written estimates
for two types of TVs. These charges are a good guide as to which firms
will have reasonable estimate charges for other types of equipment also.
Those firms that give free estimates and don’t require you to preauthorize
a charge are good places to start if you want to feel free to shop for
price; they also are good places to go for a second quote if you are willing
to take your equipment to more than one firm.
In-Home Service
Taking your equipment to a shop generally saves you money (probably more
than $50, on average), but if you can’t take it in, most firms will arrange
to send someone to your home.
At one extreme are firms that attempt to make all or nearly all repairs
in the home. At the other are firms that come to your home but end up taking
almost all units back in for repairs. Between these extremes are firms
that make “minor” repairs in the home but will take your equipment in if
“major” repairs are needed.
At many firms, there is a minimum home-call charge that covers travel and
diagnosis if repairs can be made in the home, and simply converts to an
equivalent pickup and delivery charge if the equipment must be taken in.
At other firms, the minimum service charge is higher than the pickup and
delivery charge. With these, you’ll want to communicate as much as you
can about your unit’s problem before having anyone out; if you learn on
the phone that the equipment will probably have to go to the shop, you
might as well arrange for pickup and delivery from the start.
Whichever repair service you choose, the following suggestions may help
you get the best service and price the firm can deliver.
If possible, take your equipment to the firm.
Unless your equipment is too heavy for you to move, you are generally better
off taking it in rather than having it repaired in your home, for several
reasons:
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You avoid paying for the technician’s travel time.
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The diagnostic equipment at the firm’s shop is superior to that which a
technician can bring to the home.
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More information resources are likely to be available in the shop than
in your home.
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If the problem with the unit is one that comes and goes, having it in the
shop allows the technician time to let it “cook” until it acts up.
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You can go to the shop whenever it is convenient for you and avoid waiting
around for a technician to come to you.
There are, however, some advantages to in-home repair. You save the time
and effort of lugging your equipment to a shop. You and the technician
can test how the equipment works under conditions in which it will be expected
to perform. If the unit is partially working, you avoid losing the use
of it while parts are on order.
Write down a description of your unit’s symptoms and give your write-up
to the shop.
Ask for time estimates.
For in-home service, find out what time of day the technician will arrive.
You may be able to get a more accurate promise by calling the morning of
the job, and you can sometimes do better by asking to be the first service
call of the day. On in-shop jobs, get at least a rough approximation of
when the work will be completed; this gives you an arguing point if the
delay stretches on.
Get a written price estimate.
If the technician has come to your home and is able to make an estimate
while there, the estimate fee should be covered by the firm’s minimum in-home
service call charge. If the equipment is taken into the shop, you might
have to pay for an estimate should you decide not to go ahead with the
recommended repairs; but if you authorize repairs, there generally is no
charge for estimates.
Make sure the shop sticks to its estimate.
After the shop gives you an estimate, tell it that you want to know if,
while making the repairs, it finds that additional work will be required.
Shops in New Jersey cannot by law charge for work done or parts supplied
in excess of an estimate without your prior consent. Wherever the shop
is located, it’s a good idea to write onto any repair ticket: “Call customer
for approval if final bill will be more than estimated charge.”
If the price quoted by a firm seems too high, try somewhere else.
As we’ve noted, you’ll have to work to get a second estimate. Many firms
don’t give meaningful quotes over the phone and moving your equipment to
a second firm may mean incurring an extra estimate charge. But if you call
around and are persistent enough, you should be able to get phone estimates
from several firms.
Consider whether the repair is worth making.
Repairs often cost well over $100. If yours is a relatively new and expensive
model, the repairs may be justified. Otherwise, you might decide you’re
better off to give it up and replace it.
If you are having repairs done in your home, note when the technician arrives
so that you can check the charges.
If a technician comes to your home, press to have repairs done right there.
Letting the equipment go to the shop may mean paying an extra travel charge.
Never part company with your equipment without getting a receipt.
Whether in the shop or in your home, test your equipment before you pay.
Get a written invoice.
The invoice should contain:
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The name, address, and phone number of the repair service.
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Your name and address.
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A description of the equipment repaired, including make and model.
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The date the repair was completed.
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An itemization of charges, including a breakdown of labor and a description
and price for each part.
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The name of the technician.
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A statement of any guarantee on parts or labor.
Detailed information is essential if you later need to take advantage of
your firm’s repair guarantee.
Be sure the invoice or some other written document clearly states the firm’s
guarantee on labor and parts.
If the written guarantee does not seem to say what the firm claims it says,
get the firm to write in clarifications.
Pay by credit card.
If you find you are dissatisfied with a repair, you’ll have the option
to dispute the charge under the Fair Credit Billing Act.
If the repair is made in the shop, test your equipment as soon as you get
it home.
If you find problems still exist, either take the unit back to the firm
immediately or drop a note to the firm documenting the fact that the problems
were never solved, and then take it in again as soon as possible.
Better Business Bureau of Delaware
60 Reads Way
New Castle, DE 19720
302-230-0108
www.delaware.bbb.org
Better Business Bureau of New Jersey
1700 Whitehorse-Hamilton Square Rd.
Trenton,
NJ 08690
609-588-0808
www.newjersey.bbb.org
Better Business Bureau Serving Eastern Pennsylvania
1608 Walnut Street,
#402
Philadelphia, PA 19103
215-985-9313
www.dc-easternpa.bbb.org
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