Air Ways & Home TV Service, Inc.  The Right Choice - Providing expert service for over 25 years!

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Where are you located? 

We are at 60 East 3750 South (between State Street and Main Street in the same shopping center as AutoZone). 

What are your hours?
 

Our office hours are 9:00am to 5:30pm Monday through Friday and 9:00am to Noon on Saturday; we are closed on Sundays and 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 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 us. 

Are your technicians certified?

 Our 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?

Once your 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 repair take?

Assuming it 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 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 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 warranty. 

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:

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.  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 call.


 
Our Mission Statement                

To continually strive for a positive repair experience by providing Total Excellence in all of our Repairs for every Customer, Dealer and Manufacturer!