ABC Electronics False Advertising being a certified Samsung Repair Center. East Rochester New York
Their website states "ABC Electronics is a certified service center for the repair of more than 30 name brands. " One of the brands is Samsung. I brought in a Samsung Blu Ray still under warranty. I was told they can repair Samsung products since they were an authorized service center. I paid $40 upfront per their request and 4 days later I was told it was a board that needs to be replaced. Two days later I was told that Samsung told them they were not authorized to repair it. When i picked up the blu ray I had asked for my $40 back stating you claimed you were an authorized Samsung service center. I said you falsely advertised on your website. The repair man told me he would tell the owner Ben Fowler about taking it off their website, As of today they still have my $40 and have not taken it off their website.
Steve
Pittsford, New York
U.S.A.
2 Updates & Rebuttals
Ben - Abc Electronics
East Rochester,New York,
U.S.A.
There was NO false advertising presented
#3REBUTTAL Owner of company
Mon, August 10, 2009
Dear Mr. Steve Wells,
I want to clarify that our company IS a Samsung Authorized repair
service center, as our website correctly states. It is not unusual for
manufacturers to sell products which are earmarked for special depot
service, requiring special handling for warranty service. Many times
they do this on small items that are inexpensive to transport. They also
do this randomly on items, especially if it is a fairly new product and
the engineers want to closely monitor the products initial failures. Sometimes
this special depot service is only done for a short period of time to
gauge failure rates and sometimes it is a permanent situation. It would
be difficult for service companies to list all the intricacies of manufacturers warranty policies on their web sites. If a customer asked an authorized service center about a specific products service policy, the service center employee should be able to look it up, explain it to the customer, and provide the customer with manufacturer contact information.
I checked the notes attached to your repair work order and it shows that
you brought your Blue Ray player to us for repair on 7/2/09 at which
time you paid our company $40.00 evaluation fee. If when you brought it in for service, you had presented your sales receipt for this item and we had known that it was under warranty we would NOT have charged the evaluation fee. We would have researched the manufacturers warranty policy for this specific item and
directed you to the manufacturers warranty service depot, if necessary.
We presented the estimate to you on 7/6/09, and it was not until that
time that the record shows you told our staff that it was covered
under the manufacturer's warranty. We then informed you that this
particular product is required to be sent to the manufacturer for depot
service, when warranty service is required. You picked up your Blue Ray
player 7/7/09 PM. I also see that our office issued a refund of the
estimate fee that you paid on 7/12/09 via check # 20437, which was
cashed on 7/17/09.
Our office also did a customer service follow up call to your home on
7/17/09 and spoke with your wife who declined to do our customer service
survey.
I am truly sorry for any inconvenience that the manufacturer's warranty
service policies may have caused you.
Respectfully,
Ben Fowler
Steve
Pittsford,New York,
U.S.A.
ABC Electronics
#3Author of original report
Tue, July 14, 2009
Today, I received a refund check for $40 plus tax. I appreciate their gesture.