Laser Repair 911

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First of all, our company is well aware of the Federal standards for paying we have been successfully performing service calls for the many Federal agencies for over 20 years now. Secondly, this particular service call in question has been troublesome from the beginning because of the equipment condition, it had lacked maintenance for well over 3 years by your department and staff using the equipment, our technician performed an excellent job in his diagnostic process which includes referencing service documentation that is part of the diagnostic repair process, therefore a future tip is have the machine serviced yearly and you will have less major break downs. In Conclusion the highly qualified technician we sent to you did not damage the machine the issues you had were pre existing wear and tear problems, he performed the service as originally described in our terms and conditions for which you signed , so after careful consideration it is apparent that Dan and yourself Monica did not agree with our technicians diagnostics and is subsequently are trying to absolve your self of the responsibility to pay our service visit fee, I can assure you that we are currently perusing all collection efforts on this bill to cover our diligent work we performed at your location .

Here is the response to these comments. The 1st tech did leave the site because of his limited experience on this particular model we apologize, but noted the problem immediately and asked him to leave and go no further, that's called excellent insight on the part of the service manager , second tech had a emergency that required assistance with a computer server out of state NOT VACATION . And lastly injuries were never reported and if they were we would have discussed that with open dialog , character assassinations with no name listed is very close ended and unreasonable and unprofessional , it seems that this complaint is more about the additional part you needed and the anger in your disagreement as to that fact. I can assure you our goal is to repair your equipment not damage further and we always take responsibility for any parts that may get damaged during the repair process . It happens very rarely but it is common in most service industries or repair industries . As far as customer service by our organization it is excellent and we have references to prove it from many Fortune 100 and 500 companies and Government institutions .

, I would like to state that we completed the work required and HAD OUR work was signed off as completed AND BY Dan Jolin the authorized representative for the site , up until we needed additional parts approval, the claim that our tech damaged there machine is completely false and further we feel that it is only an excuse to get away from paying the agreed upon service fee of $895.00 , furthermore any parts required was quoted as per our industry standard third party parts pricing based on availability and inventory levels. And lastly the HEAVY LIFTING OR major portion of THE REPAIR of the MACHINE was done BY OUR TECHNICIAN not the HP tech, so whatever the next company did that was really easy because the machine was serviced and repaired prior to the HP tech getting there, any damage that was done , was not by our sub contracted technician , which has 15 plus years’ experience and very meticulous IN HIS WORK. .

First of large format printers use very expensive parts and some time all technicians require additional support to complete work that is a industry standard and what is excellent is that we completed the work and Sal you stated finally fixed so I would say excellent not terrible.

This review was not actually fair and just to damage our organization we responded to the review on 9/16/2012 by SAL so this is a double post. Job was completed and yes it required additional parts to repair industry standard to check part by part until we isolate and repair the problem even the service manuals are written that way.

This problem was addressed, this end user and new employee was very much in the wrong and had a complaining attitude the whole time and I say end user because the company had been a client of ours for 15 years and we never had complaints and they were very happy with us we were not treated fairly by this new employee and the machine was working just fine after the repair was complete, and being a Minister is a complement so that will continue.

This review was anonymous so we can only address the comment and not the actual service call directly, we are a national company and we always quote the the job before we go to the site 98% of our work is completed on the first visit to the site and 99% of our work is cost effective and done at a rate cheaper than replacing the machine, the 1% that the repair cost more than replacement only happens when there is complications and a daisy chain of problems with the machine, which cannot not be seen until we have a portions of the job complete and that causes some bills to go over the replacement cost , that only happens to 1% of our repairs and not all of the jobs as this review by JML218 suggest, but one positive thing that we can say is that the repair was completed and machine repaired which does not seem to be disputed by JML218.