- Report: #271257
Complaint Review: Advanced Visual Environments - AVE - Greensboro North Carolina
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Advanced Visual Environments - AVE
4807 Koger Blvd Greensboro, 27407 North Carolina, U.S.A.
Phone:
336-852-5706
Web:
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Advanced Visual Environments - AVE Do Not Do Business with These Guys. Horrible Customer Service Greensboro North Carolina
I hired these guys to replace a lamp in my DLP projector. Their price was exorbitantly high but I wanted to try them on an easy task. I am going to upgrade my home theater ($150k budget for the project) and I thought I'd let these guys get their foot in the door.
I was very disappointed by the entire experience of this service call. Their service manager was very unresponsive. It took me 5 messages to even get him to begin the process of ordering the part. When the part showed up, they committed to having someone at my home by 9am. Their technician did not show until after 11am. He phoned me 3 times asking for directions (most service departments have GPS or Map Quest). This required me to reschedule my own business meeting and hence upsetting one of my customers.
The lamp replacement took 5 minutes and other misc. stuff, another 5 minutes, for a total of 10 minutes. The remainder of the time he spent was due to the fact that the tech was totally unfamiliar with the projector. I assisted him by providing him with the proper manual (he did not bring the correct manual with him). He spent approximately 35 minutes on the phone with someone from his service department.
I received the invoice and they charged me a $50 flat "trip fee," and 1 hour labor at $90/hour. I was upset about this so I sent a lengthy message to the Service Manager explaining the situation. His response was appalling. It is probably the best example of a "customer non-service" response I have seen. Full of excuses, and worst of all, he used the term "company policy" several times. Any time a company representative uses "company policy" as a fall back position, you can be 100% assured that they have terrible service. I spoke with the President & owner of the company and his response was as bad or worse than the Service Manager's.
My decision was easy at this point. Investing $150k in a theater system with this kind of service?? I don't think so.
My gut instinct in these situations is to think that this was a fluke, a "one-off" screwup. In my experience, it never is. If they treated me like this (they knew that I was "testing" them for future business) before a big sale/relationship, imagine how they would be once they had the money and the sale was complete.
Bottom line: THEY SUCK. THEY DO NOT KNOW WHAT CUSTOMER SERVICE IS.
Bob
Chapel Hill, North Carolina
U.S.A.
I was very disappointed by the entire experience of this service call. Their service manager was very unresponsive. It took me 5 messages to even get him to begin the process of ordering the part. When the part showed up, they committed to having someone at my home by 9am. Their technician did not show until after 11am. He phoned me 3 times asking for directions (most service departments have GPS or Map Quest). This required me to reschedule my own business meeting and hence upsetting one of my customers.
The lamp replacement took 5 minutes and other misc. stuff, another 5 minutes, for a total of 10 minutes. The remainder of the time he spent was due to the fact that the tech was totally unfamiliar with the projector. I assisted him by providing him with the proper manual (he did not bring the correct manual with him). He spent approximately 35 minutes on the phone with someone from his service department.
I received the invoice and they charged me a $50 flat "trip fee," and 1 hour labor at $90/hour. I was upset about this so I sent a lengthy message to the Service Manager explaining the situation. His response was appalling. It is probably the best example of a "customer non-service" response I have seen. Full of excuses, and worst of all, he used the term "company policy" several times. Any time a company representative uses "company policy" as a fall back position, you can be 100% assured that they have terrible service. I spoke with the President & owner of the company and his response was as bad or worse than the Service Manager's.
My decision was easy at this point. Investing $150k in a theater system with this kind of service?? I don't think so.
My gut instinct in these situations is to think that this was a fluke, a "one-off" screwup. In my experience, it never is. If they treated me like this (they knew that I was "testing" them for future business) before a big sale/relationship, imagine how they would be once they had the money and the sale was complete.
Bottom line: THEY SUCK. THEY DO NOT KNOW WHAT CUSTOMER SERVICE IS.
Bob
Chapel Hill, North Carolina
U.S.A.
