SERVICE FREQUENTLY ASKED QUESTIONS
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Where are you located?
We are at
What are your hours?
Our office hours are 9:00am to 5:00pm Monday through Friday; we are closed on most major holidays.
Will I get an estimate before my set is repaired?
If your unit is not covered by a manufacturers warranty or extended service contract we will call you with your estimate once we have troubleshot your set. Generally we will get your set up and running at OUR expense before we call with a estimate, this ensures that there are no other problems and that the estimate we give is accurate.
Is there a charge for an estimate?
We do charge a non-refundable estimate fee based upon your model and the size of your set. This fee is payable in advance and goes towards the cost of the repair if you approve the estimate. If you decline an estimate the estimate fee paid will not be refunded. This fee covers the costs incurred in checking your unit. If you have any questions regarding estimate fees please call us.
Are your technicians certified?
Our technical staff has decades of experience. We employ several Certified Electronics Technicians (CET) and our technicians attend several factory training classes a year, along with frequent company/in-house training. For our Samsung Digital customers, we have on staff a Samsung Field Engineer and Field Engineer Manager. Our guys are some of the most highly trained technicians available.
Are your techs paid by commission? Absolutley not! Paying commission is not part of our business model, our technicians are paid the same if they repair one unit a week or if they repair 50 units. While some may disagree with this, paying commision in this service industry has it's pros and cons, we chose in the very beginning not to pay our technicians commission on anything.
My service call is scheduled, what's next? Once your call is set up, our dispatcher will contact you at least 24 hours in advance to confirm. You will also get a call the morning of your appointment to confirm and our driver or technician will call you when they're about 30 minutes away. Generally, if we do not get an answer, we will assume no one is home and we may continue onto our next customer. It is very critical to provide as many contact numbers as possible to avoid a missed appointment.
How long will my repair take? Assuming it is not an in-home repair issue, our target turn-a-round time (TAT) is 3-5 working days. Please keep in mind that high call volume and delays can and will occur at times, especially during lightning season. Delays beyond our control, such as part backorders can also lengthen the TAT. Depending on the diagnosis, model and other factors, the technician may require that your set be monitored for a few extra days. Remember, it is to our advantage to repair and get your set back to you ASAP.
Will my set have to come in? Regarding in-home service, we prefer to service all units in the home. A very large percentage of our calls are completed in the home; however, due to the complexity of today's models, in-home service is, at times, not feasible with certain brands. Some units require extensive component level troubleshooting and this can be very time consuming and specialized service instruments and other equipment may be needed.
Intermittent symptoms can also require that the unit be serviced at our center. During the service call pre-screen process we can normally determine from your model and symptom if it will need to be transported to our center for service. Your understanding of this policy is greatly appreciated
Why are my parts taken so long to come in? We have a very extensive parts inventory and from past experience we pre-plan our parts stock, but it is impossible, and not practical to stock EVERY part. If we have to order a part(s) we normally get them factory direct or from an factory authorized distributor, average delivery time is 1-5 working days. Quite often a part will be placed on backorder and it could take up to 5-10 working days or the arrival date could be several months away, even on parts for newer models. While extreme backorders are not the norm if your set is under warranty or covered by a extended service plan, they will normally issue an exchange. Exchange policies vary with each manufacture or extended warranty.
We typically do not stock high dollar parts such as light engines and CRTs; we order those on an as-needed basis.
My set is located upstairs or is mounted on or in a wall: Due to employee safety and liability reasons, we DO NOT transport units that are larger than 30 inches down any flight of stairs. We also DO NOT remove any units that are mounted on a wall or that are in any type of custom cabinetry. In cases such as these, the unit must be in a serviceable position before we arrive. Please call if you have any question regarding this policy, we will make every reasonable effort to assist you.
Home Theater System hookups/disconnects:Due to liability issues our pick up and delivery crew and/or technicians are instructed to disconnect and reconnect only the basic connections. If you have an elaborate home theater system with multiple components that are connected to the set that needs servicing please let us know in advance and we will make every reasonable effort to assist you.
Do you service my area? We cover quite a bit of territory and our dispatchers will normally schedule a given area several days in advance. Duval and the surrounding counties is our "normal" area of coverage, other areas including, but not limited to, Eastern and
Will I get updates on the status of my repair? We generally, due to high inbound and outbound call volume, cannot keep everyone updated on the repair status; however, we STRONGLY ENCOURAGE our customers to feel free to call or stop by as often as they like to check on the repair status. You can also send a quick message by clicking on the "Contact Marvin’s" link on our home page, a notification is immediately sent to a member of management. Sometimes this is quicker and easier than a phone call.