Consolidated Electronics

CEI performed a repair to my LED TV. They were excellent. Was given a window of arrival of 1 – 5 and was called at 115 with a 25 minutes to arrival. Technician used both the maintenance feature of the TV and my video of the problem to confirm he had the right part to repair it. The repair was completed and he was gone within an hour of arrival. This was with a 80 mile drive and 3 other visits scheduled. I highly recommend them.

This company has poor customer service. I was scheduled to have my samsung tv repaired and they give you a window to be available like most companies. I was given a window of 1 – 4 pm. So of course I have to schedule work off like real people with real jobs well in advance to meet this window. I dont work an hourly job with little responsibility. I dont have an option of just leaving as the manager Cory Brazzell thinks I do.
So I arrive at my house at 1 to be ready for the tech to arrive. I get a phone call after 3 that states that I am the last person getting service, he is running a little late, and will be there at 4:30. Great. No problem. Now I expect you to stick to that. The tech arrives at 5:45, not 4:30 as stated. No other phone call was made. What if I had to be somewhere at 5? I had to make arrangements for someone to pick up my daughter from day care based on this phone call. I am glad I did because I would have been «late» and paid the pickup fee. Of course I call and complain after the fact that I had to take off work to meet the tech and no one at this company understands the point of scheduling and time concerns. I believe they need to review their scheduling practices. They could start with the number of customers in a day, the type of repairs being done, and adjust accordingly. I am glad I did not take the morning window offered as it seems I would have missed the entire day of work.
According to their manager, Mr. Brazzell, «most customers» can just leave work whenever they want to meet the technician. Well I am sorry that «most customers» arent ALL customers. Also, in my case, the tech called and said 4:30 but showed at 5:45. So if I did what Mr. Brazzell says to do, and would have left to be there at 4:30, he wouldnt have been there. The logic of this company doesnt exist. Not everyone has the flexibility to just up and leave their job. Mr. Brazzell believes I «did not have to take off work to meet the technician.» Um, genius, what do most people do from 1 – 4 pm? I believe even HE is working at this time. I upheld my end of the agreement with this company. I did twice and they dropped the ball twice. I bet if I didnt show to meet the technician, I would lose my offer of service from this company. Should work both ways but apparently customers service comes at my own expense.
As I have complained to this company through several methods, no one believes they are at fault. A simple acknowledgement of fault and assurance is what customer service entails. This company has not provided it. Every person I have spoken to is rude and doesnt understand the issue of customer service.
The work on my tv was satisfactory. However the customer service is lacking. I had to use this company for warranty reasons. I had no choice. My advice, if you like customer service and you value your time, is to look elsewhere. Again, I am sure I will get a rude response and no assurance of fault will be made from this review.