Sandy >Consumer Electronics Repair > Protech Electronics
I'm VERY grateful to Protech Electronics - they literally saved me over a thousand dollars because they "went to bat" for me against the manufacturer of my defective 60" LED TV. When I read the negative reviews I was left scratching my head as my experience was completely the opposite - I'd recommend Protech to anyone after the efforts they made to help me out.
After noticing major issues in my Sharp Aquos 60" LED TV, I called the manufacturer (Sharp) to file a claim. They told me they'd send out Protech Electronics to service it and that I'd get a call later that week - but Protech ended up calling within about 3 hours of my call with Sharp. They were timely and responsive.
Dale was the serviceman who came (on time!) - he is just an "average Joe" type of guy. I'll be honest - his appearance didn't convince me of his professionalism; there was no uniform, and he wasn't exactly clean cut (as opposed to the expensive competitors that I had used in the past for other issues)... but his knowledge and expertise blew me out of the water. In two in-home visits, Dale expressed in detail each step he was taking. I was never left in the dark, and he made sure I understood exactly what was going on. I learned more about my TV - and TVs in general - during Dale's two visits than I had in my entire life prior. Because of his performance, I will ALWAYS ask for Dale if I ever need Protech's services again.
Ultimately the problem was identified, but Sharp said the problem (a glaring/blatant issue in the picture) was "in spec" - meaning they weren't going to do a thing about it (I had just bought the TV 3 weeks ago). I called Protech and told them what happened... and they went to bat for me. They contacted the manufacturer and did what it took until Sharp called me back and politely offered me a replacement TV free of charge.
Protech saved me over a thousand dollars with their persistence and understanding - they went the extra mile even though they wouldn't receive a cent for the TV exchange. I HIGHLY recommend Protech because of this amazing experience.
I think too many consumers don't understand the nature of servicing electronics... it's a hit-and-miss type of deal. You identify one issue, but that doesn't mean it's the only one. If people had more realistic expectations (which I do from my own personal experiences), I don't think they'd expect complicated electronic devices to be fixed with the first part the first time.
Fast and Friendly – I have a new Pioneer HDMI receiver that stopped working after one day of use. Pioneer referred me to Protech. Of course, I googled Protech before calling them, and I was a little uneasy with some of the reviews I found here. But, I called them up and had a friendly conversation about what I needed to bring in, their location, etc. I brought the receiver in, and was again met with very friendly and reassuring demeanor from the staff. I was told that for my particular issue, it would likely take around ten business days until completion.
It turned out to be nothing more than bad solder joints, and because of this, they finished early (the same week). When I returned, my third interaction was just as pleasant as the first two. And, most importantly, my receiver is back in working order.
This was handled under warranty, so I can't attest to dealing with the monetary aspects. But as far as I'm concerned, Protech is a class act.
Company may be fine, but the owner... – I had received a TV from sharp that was DOA (dead on arrival). I called up sharp and they sent out a service tech from this company. The guy I worked with was nice enough and diagnosed my TV with needing a new power supply and main board. I told him i'd call Sharp and see what they said about overnighting the parts to them as the technician told me whenever they (the company) tried it never worked. I called up Sharp and they were willing to overnight the parts, the only thing that they had to do was call Protech Electronics to confirm the parts that were needed. They called Dave and Dave said the technician hadn't returned yet to confirm this. I told Sharp i'd speak with Dave and have him call them back to confirm.
When I spoke with Dave, he was very unprofessional and rude. He refused to accept overnight shipments and said he would only handle 2-3 day deliveries. EVEN THOUGH sharp would cover the overnight delivery costs (he originally lied and said he'd have to incur the cost, when that didn't work he went on to other lame excuses). I asked him why he refused to accept overnight shipments and he said it's not how his business operates. "We only take 2-3 day deliveries and then we will contact you to arrange an appointment." He also stated that my technician wasn't available on Saturday's (which I was originally scheduled for). I asked if he only had one technician who could install power supplies and mainboards on TV's.. it went silent for a moment and then he said "Larry started it, so Larry will finish it."
Bottom line, Dave is an ignorant business owner who refuses to satisfy customer needs. I rarely feel inclined to post reviews, but I felt it was necessary here.
$30 Will NEVER solve the problem – So I have a PVR that has a bad power supply. I know this because I have done a ton of research on this brand at various Digital Video Forums and user groups and the online knowledge base for this product say it has a weak power supply. I verify the symptoms with other models being sold AS-IS on eBay and those being sold as refurbished. I also find a company on eBay from texas that can fix it. All you have to do is pay to mail the PVR to them ($5.00) then for $99 they will repair it and pay to ship it back to you .
This is where the ProTech problem arises. I call them and give them The information on the brand and model of my DVR and they reassure me they are factory authorized. for that brand. I give them a detailed explanation of the issue I just need the the power supply replaced. I was then told that "the $30 bench fee might cover the cost of the repair." At the store I go through the explanations again and say "if you can't fix it at least apply the $30 to the cost of the power supply and I'll install it.
Two days later they call back and say "We found your problem it's just the power supply and "it will ONLY cost $170 to fix it." I said " Wait a minute, I knew it was the power supply and I asked that of the repair was over $90 dollars that you order me the part." they replied "We don't do that." I said " That's not what you said before. Well since I told you that I could get it done for $99 is there any way you can work with me on the price?" They said "No, Look with your $30 deposit your about $20 away from the price you could gotten on line." That's when i realized I'm trying to deal with a company that has no ethics, no concept of customer service, probably less expertise in electronics than me as I was able to find the problem and more cost effective solution in and evening and it took them two days to come up with their solution.
protech electronics – i work with warranty claims on electronics, so i can see that some people on this review are simply uninformed it is not up to the servicer to tell rc willey they cant fix a tv if rc willey is paying for the repair they decide when to stop fixing it and get an exchange........(duh!). furthermore im sure protech didnt have the model customer especially when he/she has resorted to name calling, but im sure the customer was being so nice and willing to work with them. the fact of the matter is protech has been around for 8+ years and rc willey (the biggest retailer in utah) has always trusted and used them so i think its more likely that there is always someone who feels it warranted to complain cause they didnt get there way!
Money Hungry and they don't care about their customers – I had a minor issue with my tv, and after haveing them try to fix they have made it worse. Its been over a month now and they still can't fix it they have even replaced the same part twice, and all they want to do is replace the same part for the third time! this company isn't willing to tell RC Willey that they can't fix the problem so RC Willey should replace it. They just want to keep sending out the same retard to replace the same parts over and over again so they can just keep billing RC Willey for the repairs. And Dave that "supervisor" over there is an @SShole and when you try to have a conversation with him, if he gets frustrated with you he just hangs up on you. This is the worst repair company I have ever had to deal with, and I have delt with some pretty crappy mechanics. Don't deal with this company. Also don't leave your wife home alone with one of their creepy repair men, they will just sit there and stare at your wifes breasts at any chance they get.
Always Cares About Your Needs – Protech Electronics is actually a company owned by my best friends dad. My grandma had something wrong with her TV, so she called Protech and they came and fixed it right away. The service is great, they are open when you need them,and the workers are really nice people. I recommend it also. They are Awesome!
Great help and service, even for manufacturer warranties – TV had been purchased at Circuit City and was within the year warranty. The lamp went out and they would not help but told me I should have purchased the extra warranty. The manufacturer website had Protech listed as an approved servicer so I called and them to ask about a new lamp. They told me that it was still under warranty and there would be no problem getting a new lamp. Set up a time and they came out and got it all fixed in no time, only needed a copy of the receipt. I highly suggest Protech for any repair needs. No doubt they are more concerned with their customers than Circuit City is.
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