What are your
hours are 9:00am to 5:30pm Monday through Friday. We are closed on Saturdays, Sundays and most major
Will I get an estimate before my set is
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
Is there a charge for an estimate?
charge a non-refundable diagnostic/estimate fee based upon your product type, 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
your technicians certified?
technical staff has decades of experience. We employ several Certified Electronics Technicians (CET),
A+ Certified Technicians and Multimedia Systems Technicians (MST). Our technicians attend several
factory training classes a year, along with frequent company/in-house training. Our technicians are
some of the most highly trained technicians available.
My service call is scheduled, what's next?
call is set up, our dispatcher will contact you approximately 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 give you a 2 hour time
window during the day for an arrival time. If requested, our technician will call you when they're about 30
minutes away so you may meet us upon arrival. 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
is not an in-home repair issue, our target turn-a-round time (TAT) is 5-7 working days. Please keep in
mind that high call volume and delays can and will occur at times, especially during the winter months. 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 into the shop?
Regarding in-home service, we prefer to service all units in the home if
possible. 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 and failures.
Some units require extensive component level troubleshooting and this can be very time consuming
and specialized service instruments and other equipment may be
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
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 2-7 working days. Quite often a part will
be placed on backorder and it could take up to 7-14 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
We typically do not stock high dollar parts such as light engines and CRTs; we order those
on an as-needed basis.
Home Theater System hookups/disconnects:
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. Salt Lake, Ogden, Provo and the surrounding cities are our "normal"
areas of coverage, other areas including, but not limited to, Park City surrounding area and Tooele valley
are routed on a case by case basis approximately once a week. If you have any questions or would like to enquire
about home service, just call and ask to speak with one of our dispatchers.
If you would like to set up a service call, feel free
to click here and fill out the form for an in-home service call request. One of our dispatchers will contact
you ASAP to arrange for a service visit.
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.
We also recommend using our online repair
status tool to find the current status of your repair.
Finally, you can also send a quick
message by clicking on the "Contact Us"
link on our home page and a notification is immediately sent
to a member of customer service and management. Sometimes this is quicker and easier than a phone