Service and sales of most consumer electronics, custom television and home theater installation with an emphasis on customer service.Suggest edits
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a year ago
3 years ago
Mrs. G*****, thank you so much for the kind words. We have been here for 62 years, I believe we might have done some work for your mother? Again, many thanks.
3 years ago
On 10.26.18 Mrs. ******* called our shop at 3:30 to inquire about a service call that was scheduled between noon and 4:00 on that day. She was very upset that the tech had not arrived. She explained many, many times that she had taken off work for the appointment. I'm not sure why she is complaining about losing the whole work day. We have 3 phone lines and 4 trucks/techs. I explained, several times, that I would have to call the technician to get her answer and determine the arrival time. She continued to tell me "I better get my tech there by 4:00". I couldn't get off the phone to try to reach out to my tech (at 3:40). I determined through my notes that the tech tried to reach her twice that morning and left a voice message both times, with a request to call us back to confirm she would be there. We even updated **** *****at 8:30 that morning to advise we could not reach the customer. She said she had not received any calls that morning and ask if I was calling her a liar.I never called her that, never even implied it. Ms. ******* was argumentative and aggressive, insisting I get someone there by 4:00. We were getting nowhere. I told her I would call **** ***** have them re-assign her service call to another company. Her response was "you're a d*** and I will ruin your company" then hung up. We have been a service center for **** ***** for years and are in good standing. Traffic just is, sometimes a wrong phone number is sent to us, some calls take longer than expected.
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4 years ago
Our tech, Aaron, did in fact call Ms. ***** from his cell phone the morning the service call was scheduled. He woke up with flu-like symptoms that morning and went to the Emergency Room. We felt it was in the best interest of our employee and our customer that all calls be rescheduled that day. Aaron tried to reach his customers to reschedule. With all due respect, I cannot imagine how Ms. ***** would be able to determine what time Aaron decided he should not infect others. He could have infected Ms. *****, her home and anyone in the home. The rest of our customers for that day were grateful he chose to reschedule. I am not ashamed of my decision to cancel the call.
4 years ago
The service call for Mr. T********* was sent to us by Assurant Solutions, a third party warranty company. Our technician, Aaron diagnosed the problem and took pictures of the damaged GE range. Our responsibility to Assurant is to submit our diagnosis and pictures of the defect or damage on line, then wait for Assurant to approve or deny the repair. On October 5th we received a call from the warranty company advising it looked like physical damage and the repair would not be covered. They advised us they would contact Mr. T********* with their decision. Aaron has been with us for over 3 years and is a very responsible technician. We recognize, by the colorful name calling that Mr. T********* is angry, however, the decision to decline the repair was his warranty company, not Gunter TV & Appliance.