TV Repair by Professionals: Is it expensive?

The TV industry has changed much in the last 5 years, and professional servicers have had to take steps to accommodate these changes. (Much of the change in the service industry has been precipitated by the lack of profits by major manufacturers, some of which have ceased existence.) It is outside the scope of this article to fully explain the driving forces which have necessitated the changes, but some are related to:

• Parts availability
• Parts identification
• Poor quality parts
• Technical support
• Complicated in-home theater installations
• Constant, high-velocity innovations in TV design

When you hire a TV repair professional, it is their job to make the repair LOOK easy. They come to your home prepared to attempt to complete the repair as quickly as possible, in many cases in just one visit. A lot of advance research and planning is often done behind the scenes before you actually see the servicer.

If you choose to attempt to repair the set yourself, you must consider these questions:

1. If I buy a part online, how can I know if it is the most up-to-date version and if it is the correct part for my TV?
2. How do I know if I have received a defective part, or if there is another problem with the TV? Defective parts are quite common.
3. How much is my time worth? Do I want to spend my leisure time researching TV problems on the Internet, or would I rather spend this precious time enjoying the company of my family?
4. What can I do if I replace the part and the TV still does not work?
5. If the TV symptoms change after replacing a part, does that mean I have an additional problem, or is the "new" part causing the additional problem?
6. Will the vendor from which I ordered the part take the part back and return my money?
7. Who pays for return shipping of the defective new part?
8. Do I need to make any special adjustments after replacing a defective part? If so, how will I know what needs to be adjusted?
9. Do I need to purchase special tools or equipment to perform a competent repair to my TV set?
10. How can I tell if I am fixing a symptom or fixing the real cause of the failure?
11. Does the part I purchased have a guarantee and, if so, for how long is it guaranteed?

As noted earlier, it is the professional's job to make it look easy, and that is NOT an easy task. A professional servicer may have to do some or all of the following before coming to your home:

1. Analyze and review the defective symptoms that you have reported
2. Review schematics of your TV
3. Ask questions of other highly trained professionals about your symptoms to assist in diagnosing the issue
4. Call one of the manufacturer's "technician only" support lines
5. Access an online, "service center only" technical support website and research your symptoms
6. Special-order parts on speculation just to improve the chances of completing the repair in one trip to your home

And we haven't mentioned safety concerns, or the possibility that an improper repair may irreparably damage the set or void a manufacturer warranty.

When you take all these into consideration, it should be apparent that the time and expertise required to complete an accurate and professional TV repair is usually more than even the most knowledgeable "do-it-yourselfer" can manage on their own.

Going back to the original question, all things considered, "Is professional TV repair expensive?"

Most savvy consumers prefer to let someone else handle the details, save their time, and reduce their frustration. If you are in this group, the only logical answer is a resounding "NO!"

Choosing a Consumer Electronics Service Company

What is the best way to choose a professional service company for a consumer electronics repair? There are many possible criteria, but a common sense approach still works best.

Friends, relatives and neighbors are usually the source for a referral. Ask questions about the quality of the repairs and the company's customer service skills as well. Did the service technician explain what was done and why? Did the technician give an itemized invoice? Was he or she prompt and courteous? Was scheduling a service call relatively easy or an ordeal? Choose a company you feel comfortable dealing with.

If you cannot find a suitable reference from a friend, contact the manufacturer of the product to be serviced and ask them for an authorized independent servicer in your area. The advantages of choosing an independent factory-authorized facility is that servicers affiliated with a particular manufacturer will have established access for parts, service data, technical support and training for that manufacturer. The manufacturer's authorized service center will also be aware of approved upgrades and modifications as well as the occasional extensions of the original warranty for certain issues. Also, if a manufacturer recommends a service facility, and a problem arises, the manufacturer will usually investigate why.

Is the company you are considering affiliated with a local or national trade association? Companies usually join trade associations because they are very serious about the professional aspects of their craft.

Contact potential service companies and ask these important questions. Ask them to explain how they charge for service, whether hourly, flat rate etc. Ask if they have experience with the brand of your unit and the type of technology you need serviced. (plasma, LCD, DLP etc.) Is the company easy to reach or are you forced to leave messages and wait for a response? How long have they been in business in your area? Ask about the warranty on the work performed. Do they have insurance that protects against the loss or damage of your product or premises? Does the service facility employ certified electronic technicians? BEFORE you choose, investigate online resources, such as the Better Business Bureau, even if you just do a Google search for the company. Quality service is a combination of great customer service and trained technical expertise. Realize that companies with low prices probably WON'T provide these benefits.

Consumers are entitled to prompt, competent and courteous service; a receipt that clearly lists the name, part number and price of each part installed; and the warranty terms of parts and services provided.