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Sharcnet-USA - Selective repair service
Posted on Tuesday, February 19th, 2013 at 10:20am CST by Brian M.
Product: Small Electronic Repair - Garmin GPS Repair
Company: Sharcnet-USA
Location: LAWRENCE, PA, 15055-0295, US
URL: http://www.sharc.net/gps_repair.htm
Category: Consumer Electronics
IF IT CAN BE FIXED AND IF I THE CUSTOMER IS WILLING TO PAY FOR REPAIRS, F I X I T!
The Sharcnet-USA Web site states they repair the major brand (Garmin, Tom Tom, Magellan) Mobile Global Positioning Satellite (GPS) Units.
"They can't put anything on the internet that isn't true. ....? State Farm
I requested a repair quote from Sharcnet-USA for the repair of my GPS. Sharcnet-USA provided a quote based on diagnostics I performed on the GPS (a non-technical GPS owner). I accepted the Sharcnet-USA quote and prepaid for the repair per Sharcnet-USA policy and shipped my GPS.
When Sharcnet-USA found that the quote that they provided based on my diagnostics was not adequate to cover the cost of the repairs they offered to provide another quote which would cover all the required repairs based on diagnostics performed by their Engineers Sharcnet-USA.
2/24/2013UPDATE:
BY EMAIL I SAID I WOULD BE INTERESTED IN A REVISED QUOTE AND WOULD CONSIDER PROVIDING MY APPROVAL FOR THEM TO PROCEED WITH REPAIRS. STILL WAITING FOR REVISED ESTIMATE JAMES MOUNTS WAS TO PROVIDE.
(By email I said I would be interested in a revised quote and would consider providing my approval for them to proceed with repairs). Next, I get an email stating that they are returning my GPS and refunding my prepayment based on the Sharcnet-USA initial quote. I was not given a revised quote or the opportunity to decide whether it would have been worth while to proceed with repairs. I tried corresponding by email with them but once they made their decision they did not even have the courtesy to respond to my inquiries. Sharcnet-USA did seem to me to be at all concerned at providing either GOOD Customer Service or any Customer Satisfaction.
I left the home of my father & mother 48 years ago and have been making my own decisions ever since. I wasn?t looking for a new father and mother to make decisions (Sharcnet-USA decided I wouldn?t be interested in a revised quote) for me, in my opinion it seems to me is the policy Sharcnet-USA to make customer decisions..
Sharcnet-USA also has a policy that they will not repair customer opened units, which I have to assume they have decided that a customer will not pay for damage that they the customer may have caused, even though it cost less to repair than some of the examples of the repairs described on their Customer Feedback web page.
Based on my experience if you want to be treated like a child and waste your time and effort request a quote and ship your GPS to them.
Something for Sharcnet-USA to consider to improve Customer Service and Satisfaction:
Quotation & Contracts: A formal statement of promise (submitted usually in response to a request for quotation) by potential supplier to supply the goods or services required by a buyer, at specified prices, and within a specified period. A quotation may also contain terms of sale and payment, and warranties. Acceptance of quotation by the buyer constitutes an agreement binding on both parties. http://www.businessdictionary.com/definition/quotation.html#ixzz2KiXNJ97F
Some attorneys may consider what Sharcnet-USA did was a Breach of Contract.
2/24/2013 UPDATE - THE POINT FOR CLARIFICATION:
Instead of Quotes Sharcnet-USA may want to change their business policy and provide ESTIMATES and provide a quote after their engineers perform diagnostics on the malfunctioning unit. If they did they might be able to increase their business and really HELP people, like their owner stated on their web site.
14 Comments
Post a CommentBrian M., 2013-02-19, 11:14AM CST
When I first contacted Sharcnet-USA I was 100% confident that the only problem with my GPS was that the Touch Screen Cable became disconnected when I changed the battery. When Sharcnet-USA refused to take my unit for repair I went to the local Big Box Electronic. The were unable clamp the ribbon cable so the closed the unit and noticed a rattle. They reopened the unit to find a detached resistor(?) and I have to assume they damaged the ribbon cable clamp & audio jack.
WHAT ALTERNATIVE DID I HAVE WHEN SHARCNET-USA REFUSED MY BUSINESS in 2011?
Having learned my lesson in 2011 after SHARCNET-USA refused to look at my Garmin because I had disclosed that I replaced the battery. In 1/2013 I didn't disclose that I had contacted Sharcnet-USA previously, that I had replaced the battery nor had 3rd party repairs.
Danielle H., 2013-02-19, 12:10PM CST
Folks, don't be fooled by what this character is saying. Keep checking the link above and see the bogus quote request filed (with a profanity name) he submitted to our site (IP address & city & state matched!) after he received his unit back, with return shipping charges paid by US! (We took a loss). We also gave him a full PayPal refund. All of this information will be posted on our site. What alternate did he have he says? TELL THE TRUTH! Also, there are many other shops out there and I am sure they would have turned him down as well. The fact of the matter is, he trashed his unit and lied about it... plain and simple! He never mentioned that he was including parts taped to a piece of paper. He said the unit had no sound. No mention of parts missing and taken out of the unit. We will post his emails where in in his own words he admits that HE broke the unit and then months later said a shop broke the unit trying to change the battery but the date written on the battery coincides when he originally contacted us months before saying HE broke the unit trying to change the battery. we took pictures of the unit and will post them. We tried calling this person on 2/19/2013 but he won't pick up the phone. We left a message but he won't return our calls. What does that tell you?
Brian M., 2013-02-19, 12:34PM CST
That is one version of the truth. Sharcnet never did see my GPS after I replaced the battery. I did fill out a what was called a bogus quote request with text like "alkhdakhge" and did not submit it. As far as their bogus quote request with profanity they could have authored it and then make the claim it was me.
Danielle H., 2013-02-19, 12:48PM CST
A call to Comcast will confirm our captured data/time and where it originated. We have better things to do with our time than to submit bogus quote requests and make up stories.
We DID see your unit after you replaced the battery. You wrote on the battery 8/2011, which coincides when you first contacted us saying YOU broke your unit. We politely said we do not work on units opened by the customer. This is clearly posted on our website AND on the quote request page. You then sent us many emails after that harassing us (we kept them all). :)
I suppose we authored all of those as well...lol :)
To blame a shop (for which you won't disclose their name) for the damage that YOU caused is inexcusable and now pointing a crooked finger at us is also inexcusable.
Brian M., 2013-02-19, 01:05PM CST
I sent about 6 emails since 1/15/2013 asking if they would replace the battery in my Virgin 1.5 year old GPS, No response and now they have the audacity to say I won't pick up the phone, why should I.
I have 40+ years experience in computer programming. It is easy to alter IP addresses, emails, captured quote data when you want to publish it. I could demonstrate it here if requested.
I enclosed a letter with my unit in 2013. It stated that I had replaced the battery and had 3rd party repairs. They chose to open and survey the damage which I suggested in my original post that they charge for estimates and then prepare a repair quote.
My point is when a business gives you a quote for repair that a customer accepts and prepays in my opinion that constitutes a contract which requires both parties to agree to any change.
Danielle H., 2013-02-19, 01:28PM CST
Contracts are null and void when one party is untruthful and does not fully and faithfully disclose information and deliberately misleads the other party. Brush up on your law my friend.
I am sure you are well versed in altering IP addresses but then I would ask, why are you even discussing and participating in such practices?
You asked us to fix a touchscreen problem caused by YOU breaking the unit while trying to change the battery. The battery in the unit when we received it was an after-market battery, not a "VIRGIN" OEM battery from Garmin.
Who is the third party shop? Give us their name so we can call them to verify your "story".
The fact is Mr. Meyers, you were not honest with us then and you are not being honest with us now or to the many other people on the web and to our all of our satisfied customers.
In addition, if we were so terrible, then why did you contact us again afterward to fix another unit? Your Nuvi 2460?
Do you realize you are incriminating and discrediting yourself with all of posts?
Brian M., 2013-02-19, 01:42PM CST
MY RESPONSE IS IN CAPS.
Danielle H., 2013-02-19, 01:28PM CST
You asked us to fix a touchscreen problem caused by YOU breaking the unit while trying to change the battery. The battery in the unit when we received it was an after-market battery, not a "VIRGIN" OEM battery from Garmin.
THE VIRGIN GPS IS 1.5 YEARS OLD 2460 I NEVER SAID MY 4.5 671 WAS VIRGIN.
WHO'S MISREPRESENTING THE TRUTH NOW?
In addition, if we were so terrible, then why did you contact us again afterward to fix another unit? Your Nuvi 2460?
I am sure you are well versed in altering IP addresses but then I would ask, why are you even discussing and participating in such practices?
I DON'T.
SYMPTOMATIC OF WHAT I EXPERIENCED THEY DIDN'T WANT TO FIX MY GPS THEY JUST WANT TO ENGAGE IN CHARACTER ASSASSINATION.
Danielle H., 2013-02-19, 01:50PM CST
Garmin doesn't make a 671... try again please. No reputable shop is going to attempt to repair a unit where the description of the problem by the customer was deliberately misleading and included a bunch of parts (some of which were missing) taped to a piece of paper and then expect us to magically put Humpty Dumpty back together again. The cost of the repairs exceeded the value of the unit. YOU CANT PUT BACK RIPPED UP SURFACE MOUNT SOLDER PADS ON THE PRINTED CIRCUIT BOARD. THERE IS NOTHING TO SOLDER THE PARTS TO!
Robert Allyn L., 2013-02-19, 03:37PM CST
In general: HILARIOUS
nicole sweet c., 2013-02-23, 05:39PM CST
after reading all the comments I see the company makes more sense then the customer. seems customer back tracked what he said after the company responded. and if the company was so bad why did the customer try to send a second gps to be fixed. Sharcnet I will keep you in mind if my gps ever needs fix seems to me this customer would have never been satisfied. sounds like in this case honesty was the best policy
Diane H., 2013-02-24, 02:36PM CST
Huh!
Brian M., 2013-02-24, 03:55PM CST
IF IT CAN BE FIXED AND IF I THE CUSTOMER IS WILLING TO PAY FOR REPAIRS,
F I X I T!
The point of my complaint is not with Sharcnet-USA?s quality of service because they never provided repairs to my GPS. I have no complaint with Sharcnet-USA?s self-proclaimed superior repair service nor can I dispute any of the glowing customer reviews on their ?Customer Feedback? web page. Sharcnet-USA has some excellent business practices one of them being that they require prepayment of their quoted charges which I have to assume includes return shipping.
The narrative in the original & initial complaint was to provide background and why I used complaints.com. In the last paragraph of the initial complaint I attempted to outline how in the future to avoid the bad experience by me and Sharcnet-USA could be avoided in the future.
Following is a more detailed description of my suggestion:
- Use a Fee for Repair Estimate Model. Require GPS?s to be submitted for an estimate (discontinue providing Repair Quotes)
- Require advance payment to cover the estimate and return shipping
- After diagnosing damage Sharcnet-USA would provide an informed Repair Quote.
- Acceptance of the Repair Quote would require prepayment by the customer before repairs are started. Sharcnet-USA could apply the estimate charge to the cost of repair.
- This would allow the customer to make the decision to proceed with repair. If parts are not available Sharcnet-USA would inform the customer that repairs are not possible and return the unit.
I know that the initial problem I caused by changing the battery of my GPS and attempted to have repaired by Sharcnet-USA was confined to a disconnected touch screen ribbon cable therefore their denial of service indirectly caused additional damage to my GPS. At this point I will not be able to prove it nor will Sharcnet-USA be able to prove it wasn't repairable in 2011. My unit was looked at by them after I visited 3 small electronic repair shops that didn?t have capability of repairing my unit and after I sent it to a repair shop that at least attempted (that is what I had requested of them in 2011). Just maybe if they would have taken in my GPS after I contacted them in 2011 my GPS could have been repaired and it may it is why I suggested Sharcnet-USA consider changing their policy. It?s just a ?he said/she said? at this point.
I feel I?ve been wronged and Sharcnet-USA feels they have been wronged. I didn?t post to complaints.com to litigate the past I wanted to move forward to help not only myself because I am sure Sharcnet-USA will turn down any future business I would offer them. By considering my suggestion Sharcnet-USA could prevent a similar situation from occurring to themselves and future customers.
To this point in time, Sharcnet-USA, instead of examining their business policies and practices would rather demonize and scapegoat their self described bad customers for causing their business to fail which is demonstrated by the web page they have created with my name on it. Sharcnet-USA can defend their policies and practices all the way to bankruptcy.
If it is the business purpose for Sharcnet-USA to demonize & scapegoat customers to increase profit and build their customer base I am glad I can do my part to achieve to help achieve their objective (Looks like I already got them one customer).
IF IT CAN BE FIXED AND IF I THE CUSTOMER IS WILLING TO PAY FOR REPAIRS, F I X I T!
Rich S., 2013-03-09, 05:12PM CST
I don't get it. This guy Brian worked on his own GPS, broke it, sent it to this company for repair, lied to them, they STILL had the courtesy to look at it for him, they found it was unrepairable, they sent it back to him, refunded his money AND covered return shipping, and this idiot has the nerve to complain?!
Brian - It sound like you wasted a lot of this company's time and money. You should be apologizing, not complaining!
Brian M., 2013-04-01, 07:38PM CDT
HAFD
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