Mark's Service Pro complaint

My experience (so far) with Mark's Service Pro in Spencer, Wisconsin

has been awful.

My Philips LCD TV broke down 30 days after purchase. It would no

longer turn on and would just blink a red light. After weeks of

dealing with Philips, they sent me to Mark's Service Pro for the repair.

When I first talked to them on the phone, they told me it would take

over two weeks to get someone out to the house... a little upsetting,

but I wasn't too bothered. They told be that because it was blinking

a red light 6 times that means I need a new power board (or something).

The service guy showed up two hours late (I was told he would show

between 8-12, he showed up at 2:15). He came in and only asked for

the serial number (which I had already provided) and said that he

couldn't repair it without the power board. He never looked at the

TV. It wasn't that I didn't believe him, but to make me stay home the

whole day to have someone ask me something they already had drove me

nuts.

I told him that the power board should have been ordered two weeks

ago and he agreed. He told me to stay home and he'll find out if it

came in and will come back and replace it if it had and would call me

if it hadn't. I waited three hours and he never called.

I called the office the next Monday to find out what was going on and

the (rude) woman told me the part needs to be ordered still. I

explained that it should have been ordered WEEKS ago and she didn't

really care. She promised to call me back in the afternoon and give

me details as to when it could be fixed. Guess what. She never called.

I waited a few days and called them again and spoke to the same

woman. Even though she knew my name (without me giving any info other

than saying I was never called back), she insisted it wasn't her I

spoke to. She still didn't know what the hold up was and again told

me that I would get a call back. SURPRISE! I never got called.

Now today I called again and spoke to a different lady. The one

looked up the order and told me the part will be in in a week or so

and it will be another week or so before they can come out to do a

repair. When I calming explained that I was upset over their service,

she just kept saying 'yep'. No apology, no remorse for their constant

lies and waste of my time.

At this point I it has been 50 days since I called Philips and a

month since I called Mark's Service Pro. It will still be two-three

weeks before the TV is fixed if I rely on the assumption that Mark's

Service will stay true to their word (which is unlikely).

I recommend that you NEVER use them. EVER. They have the worst

service you can imagine.

Consumer Follow-up

UPDATE:

I thought Mark's Service Pro was bad before? Ha! Things just keep getting worse. After calling and calling for days upon days (and constant promises to call me back, but never doing so), I gave up and called Philips and told them they need to select someone else. They called me a few days later saying that everything is worked out and Mark's Service Pro should be calling me soon (this is early March).

After a few days, I DID get a call. They told me they finally had the part and would come out to fix it. Remember, no one has ever looked at my TV, they have simply come buy (hours after they said they would) and asked for my serial number. All they know is that a red light is blinking. Well the come out (actually on time) with their muddy shoes and replace the power board. Guess what? The TV STILL doesn't work. They leave and tell me they need to get a processor for the TV. I called to find out the ETA and I'm told it should take about two weeks for the part to come in.

It is now April. They finally called today and said they can make it out here in TEN days. They say there is no way to make it out earlier. You'd think that after three months they'd want to help the customer out and maybe work an extra 15 minutes one day.

Mark's Service Pro doesn't have a small problem with service. Their problem is throughout the entire company. Their phone support is horribly rude and they lie on the phone. They also refuse to admit mistakes and will never call you back. Their ordering department clearly doesn't know how to do their jobs. It should never take over a month to get a part for a mass produced TV. Their technical staff has NO idea what their doing. They have no knowledge of how TV's work, they simply know how to screw in a part that a manual tells them to.

Again, NEVER EVER do service with this company. EVER! They are AWFUL! It has been well over three months of dealing with them. They are the scum of all repair companies. They lie, manipulate and are incompetent.

Comment On This

We are having the same problem with Mark's Service Pro. This time it's with a Sharp TV purchased from Circuit City. They use Marks for the warranty repair. We have gotten the same runaround from Marks. We have contacted Sharp and from the pictures of the pixel problem we e-mailed them, the TV cannot be fixed. For some ridiculous reason, Circuit City continues to believe Marks that they have a part to fix the TV yet Sharp never sent them a part.

We have had it and now have a manager working on the problem at Circuit City. He even said enough already. They are playing this bizarre game with us and Circuit City and we don't know what they are getting out of it except charging Circuit City for the bogus service calls. Why Circuit City continues to use them is a mystery. A clerk at Circuit City admitted she too has a customer who has been without a TV for 4 months due to Marks Service Pro. Someone should shut them down.