Quality Electronics & Appliance Service

It’s funny how every experience with a company can be completely different from person to person. I have dealt with Quality twice now and I would tell anyone who is in search of a repair service — look elsewhere. I only gave them one star because I had to. I will try and detail the events that lead me to this rating.
My first experience with Quality was just nothing great. It was a lengthy situation where I had to wait on parts from the manufacturer. The problem was that every time I was told I would get a call, I never did. I would always have to call for an update or to schedule an appointment. In the end, the job was completed and the tech was nothing less than professional.
My second and most recent experience with Quality was terrible. I set the appointment up with them through Electrolux because they refused to submit the work order themselves. I had the work order numbers and detailed instructions (which consisted of scheduling the appointment on Electrolux website with said work order numbers) but it was obvious they didn’t want to perform this extra 30 second step, so I had to call Electrolux and be on hold for X amount of time, so Quality could get paid. Right. OK so after calling Quality back a few days later questioning why I haven’t received a call from them — like they said they would — the receptionist said well it is not scheduled in the system yet. I remarked yes it should be I called Electrolux right after I got off the phone with you and asked the customer service rep at Electrolux how long it would take to post, she said immediately. I knew straight away that Quality just didn’t even put the effort into it. Of course she looked and it was there. Moving forward, I was told I would get a phone call from Quality the Wednesday prior to my appointment on Monday. So Wednesday came and went without a call, Thursday was Thanksgiving so I knew not to expect a call, Friday zoomed by as did Saturday and Sunday — no call. Monday morning… Appointment day!
I ran my 4 year old to preschool which started at 9. Now my appointment was scheduled from 9am to 1pm… a rather large window and I thought to myself no way they would show up without a call. Low and behold and I am approaching my neighborhood I see the truck driving away. I get home, check caller ID and see I missed 2 calls — one from a cell and one from Quality — 2 minutes apart. I so call Quality back (should have called the cell phone — stupid me). I was told and I quote, «you missed your appointment, the tech is already out of the area, you will have to reschedule.» Wait I just saw him he’s probably at Dunkin Donuts because he has hours before his next appointment. The receptionist tells me that I received a phone call on Sunday. I look through my caller ID and repeat that I received no phone call. Yes you did your voice mail was full so we couldn’t leave a message. I said no I have caller ID I didn’t receive any phone calls on Sunday. Yes you did we called from a private cell phone. OK so now the lies are pouring in I ask to speak to a manager. I get Heather — supposedly the one who called me. She said she called on Sunday from her private cell phone and blocked the number, your machine was full. OK that right there is yet another lie. Yes we do block private callers but we are still notified of that call though our provider and there is no way she got the machine because it would be the blocked caller message.
Not at one moment did I hear an ounce of remorse or care in her voice. Never did I get from them that they wanted to make me THE PAYING CUSTOMER happy. They only said that I had to reschedule 2 weeks away. OK I get re-​scheduling but fit me in don’t push me off. At this point I was angry — I canceled my relationship with them and said that I will work with Electrolux further.
Bottom-​line if you are still reading this review; please look elsewhere for your electronics or appliance repair. If you do decide to deal with Quality expect to wait. Expect to call them back to receive updates. Expect an unfriendly office staff. Expect a frustrating experience. And Expect lies. If I could rate the gentleman I first dealt with on my service call, he was professional; it’s the customer service that needs an overhaul.
Good Luck. You will need it.

You expect a repair company to fix something. But sometimes, they go above and beyond. From extremely nice and knowledgeable people to quick response times, they made a crappy situation into a truly pleasant experience. They really care about doing a good job — call them — you’ll be in good hands.

Poor service. If you want to get an update on your TV repair, you have to call yourself. If you want your TV back, you have to call yourself to set up an appointment — little options there too. Customer service process seems to be broken. TV was simply flickering a little. Instead of replacing a few transistors, they want to replace the entire main electronic panel, which is no longer sold by TV maker. So they won’t repair my TV. No skilled workers, just here for a quick buck and fat margin without doing much work. In my opinion, company is to avoid.

I’ve had to use these guys a few times and every time was great. Very responsive with same or next day service, always had the part needed, friendly service and very knowledgable repairmen. I hope I don’t have to call them again anytime soon but if it’s needed I wont hesitate. Solid group!