iTech Electronics of Austin clears up issues on store policy and responds to the BBB

Sept. 4, 2010 - PRLog -- iTech Electronics has taken out the time to respond to accusations by the BBB regarding customer complaints. As a customer-centered business we take every opportunity possible to treat each and every customer fairly with respect to their device's repair.
We service Apple devices from all over the country from California to New York. We seek to clear the air on the following concerns:

1. Repair Warranty: We have a 90-day warranty on all service repairs. Our warranty only covers the malfunction of part(s) replaced by us. However, if any damage is caused by the customer, their warranty will be voided.

2. Data Lost: Customers are responsible for backing up their data on their devices before bringing it in for repair. We are not responsible for lost of music, pictures, contacts, or any other data on the device.

3. Device Pick up Policy: Customers are responsible for arranging pickup of their device(s) within 15 calendar days. Any device(s) left after this time will be recycled or donated to charity. Customers can not leave their device(s) here for months, and expect for us to hold it here if they feel like picking it up.

4. Diagnostic Services: We have experienced technicians who perform both diagnostic and repair services. All diagnostics are now inspected by our manager before leaving the store. When the customer is notified about the diagnostic results, they are given both mandatory and recommended repair estimates.

a. It is wrong for a customer to choose a mandatory repair, decline a recommended repair, and later return to complain that we did a misdiagnosis because of a part that was recommended to be replaced has finally failed.

b. It is also wrong for a customer to get a device repaired through us, leave the store, take our parts out and replace with broke parts, and return to the store for a refund.

5. Repair Turnaround: We have improved our repair turnaround. Most repairs used to take days sometimes weeks, but with a more trained staff and management we are able to repair most devices the same day. Customers who live outside of Austin Texas must understand that it can take up to a week for their device to arrive to the store, be in-processed and put in our system, and prepared to be diagnosed and/or repaired.

6. Out of Stock Parts: Since we repair all Apple iPod and iPhone models, we have to keep up with a large number of parts that constantly change when a new device comes out. There are a number of parts that haven't been released. We can not be blamed for parts not available as long as we are upfront with the customer.

Customers are encouraged to contact iTech Electronics to give us suggestions on how to better improve our customer service, repairs, and store policy. You may contact us at support@itechelectronics.net or call (512) 374-0846 and ask to speak to a manager.

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iTech Electronics is full service Apple electronics repair company based in Austin Texas. We have repairing Apple products for over 3 years.