Ben - Abc Electronics
East Rochester,#2REBUTTAL 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,#3Author of original report
Tue, July 14, 2009
Today, I received a refund check for $40 plus tax. I appreciate their gesture.