Why should you seek out a WESA member to service your electronic equipment?
Why it might be worth your while to make a change.

WESA Code of Ethics

How to Get Good Service

Extended Warranty FAQ

Consumer Relations Phone Numbers

Why should you seek out a WESA member to service your electronic equipment?

  

WESA is an acronym for Wisconsin Electronic Service Association.  For almost 50 years, it has been the premier association of, and for, professional servicers across Wisconsin.  WESA members are dedicated to self-improvement through education, cooperation, information-sharing, and the betterment of the industry.

THE WESA CODE OF ETHICS
In addition to pursuing self-improvement and excellence, WESA members voluntarily subscribe to a comprehensive Code of Business Ethics.  This code encourages ethical business dealings, financial solvency, competent services, guaranteed workmanship, and helps to protect consumers against fraudulent trade practices.

What can a WESA member offer you that you may not find elsewhere?

WESA code of Ethics

Each member shall operate his individual business according to the following code:

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Getting Good Service

Today's consumer products are designed to provide years of entertainment and useful service.  These products are extremely reliable, considering the complexity of their internal construction and circuitry.

Nevertheless, breakdowns can occur at any time, whether the product is new (that s why they have warranties) or after it's several years old.  When this happens, it can be quite frustrating.  Trying to find the right service company and receiving satisfactory repairs can sometimes be equally frustrating.

The independent service industry has kept pace with the manufacturers in pampering the consumers of complex products.  Like the cost of buying the products, the cost of servicing them has remained a bargain.  The vast majority of these service businesses are dedicated to good and lasting services at fair prices.

Still, there are some service companies, which are both unqualified and unethical.  These will use the consumers' lack of technical or mechanical knowledge to charge exorbitant fees for shoddy workmanship.

So, what is a consumer to do?  Well, there are ways to give yourself the absolutely best chances of getting the repairs you need at a reasonable price.  When you need a TV, stereo, microwave oven, home computer, antenna system, appliance, or other electronic item repaired, the following information can aid you in this search.

DON'T CHANGE WITHOUT REASON
The most important step is to continue to do business with the firm you trust from prior services.  If you have been patronizing a company that offers prompt, courteous, and competent service, don't change unless you have to.  (A legitimate reason to change would be if the product is in warranty and that company is not authorized for that brand, of if they do not repair that type or brand of product.  Even then, however, it might be best to seek their advice or recommendations.)

HOW TO SELECT A COMPANY
If you need to select a service company, take the time to check with friends and neighbors for recommendations and carefully screen advertisements for an established business with the proper credentials for your type and brand of equipment, such as:

1. Has the company been in business for some time at a bona-fide business address?
   
   

2. Do they advertise their business address with their phone number?
   
   

3. Are they a member of a self-policing state and/or local trade association?
   
   

4. Do they belong to an ethics-promoting trade association, such as WESA?
   
   

5. Does the business employ a Certified Electronics Technician (CET) in positions of responsibility?  Does it display diplomas from trade schools, manufacturers' special training.
   
   

6. If your unit is covered in full or in part by a factory warranty, is the company an authorized agent for that type of equipment?  (Look for current manufacturer-issued certificates and training diplomas.)
   
   

7. If the product is covered in full or in part by a third-party service contract, is the company authorized to honor the terms of that contract?

CHECKING THEM OUT
When you have selected a service company, be sure to check it out by submitting the name of that business to the Better Business Bureau or other consumer-information agency and ask for the following:

REQUESTING SERVICE
When you request service from your carefully selected company: 

1. First, make sure that the unit is not working.  You will most likely have to pay for the service whether it is, or not.  (This is especially true if it's in warranty, since "no trouble" or "adjustment" calls are not normally covered.)  Check your plugs and other external sources.
   
   

2. Inquire if the company has experience with and access to parts for your particular equipment.
   
   

3. If in warranty, or covered by a service contract, gather and have ready all necessary papers to substantiate place of purchase, purchase date, model and serial numbers, and warranty coverages.
   
   

4. If not covered or not fully covered by a warranty, ask about basic and normally anticipated service fees -- and what services the fees cover for either in-home or carry-in. (Get it in writing.)
   
   

5. Ask if "estimates" or "range of repair prices" are quoted before you are obligated for major repair expenses.
   
   

6. Ask about the extent of the service company's guarantees on services performed and parts installed.
   
   

7. Determine the maximum amount you will have to pay for service.  If it's for home service how much is the service call fee?  How much time and what other services are included?  What other fees could you be charged (mileage, etc.)?
   
   

8. Inquire in advance about anticipated use of checks, credit cards or charge plans.
   
   

9. When you make contact with the receptionist, manager or technician, request visual documentation (wall certificates or wallet I.D. cards) to verify claims of currently valid trade association memberships, factory authorizations, and employment of Certified Electronics Technicians.
   
   

TAKING IT TO THE SHOP
If your unit is portable, your warranty may require you to take it to the service center.  If not in warranty, the repair would generally be less expensive if you carried it in yourself.

If the unit is not easily transportable, the technician who checks your unit in the home may still need to carry it to the service center for repair.  Even when you take it to the business, if a preliminary check is not feasible or does not reveal the source of the problem, the unit will have to be kept for awhile to determine the source of the problem.

That's because much of today's complex circuitry requires an extensive array of modern, bulky, and sensitive testing equipment.  Much of this cannot be economically transported.  If you are dealing with a reputable company, you can usually trust the technician who tells you it will "have to go to the shop."

Still, there are certain steps you should take at this point:

WHEN THE REPAIRS ARE COMPLETED
Before you leave the service center with your unit or the technician leaves your home, you should:

1. Receive a satisfactory explanation of the trouble and a fully itemized and readable listing of services performed and parts installed plus, a statement of any terms or guarantees.
   
   

2. Make sure that you see the unit perform satisfactorily and that you are able to operate it in your usual manner.
   
   

3. Request instruction in the proper operation and care of the unit for best performance and least future trouble.
   
   

4. Retain the name of this carefully chosen service company for future service needs, for advice on new or replacement product purchases, and for referrals to your friends.
   
   

WHEN DISSATISFIED
In spite of precautions, you could still be dissatisfied with the services and/or their costs.  Intermittent failures (that come and go while appearing to be corrected) and the unpredictability of electronic circuits can make even the most experienced technician seem incompetent.  Identical symptoms can be caused by malfunctions of completely unrelated parts and circuits. Some parts can fail instantaneously, even immediately after a thorough testing.  And, even though electronics repairs are a bargain compared to other services, the required skill and diagnostic equipment still sometimes make them very costly.  These justifiable fees may seem exorbitant to some consumers.  And, of course, mistakes can happen.

Also, you may not have been able to follow all of the recommended precautions.  Therefore, you could have been victimized by an incompetent or unethical operator.  In any event, if you have serious questions about the services you received, you should do the following.

LAST RESORTS
If none of the preceding results in your satisfaction, you might try these "last ditch" steps:

1. If the unit is in warranty or relatively new, contact a different factory-authorized service station or call or write the manufacturer's consumer representative.
   
   

2.  Contact an attorney to be advised of legal recourse available through the courts.

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Extended Warranty FAQs

WHAT ARE THE ADVANTAGES OF EXTENDED WARRANTIES OR SERVICE CONTRACTS?
A good contract with a good company can provide peace of mind against future failure.  It allows the product purchaser to pay a reduced amount in advance to protect against a failure that may or may not occur.  When a failure does occur, your complex product will more than likely be repaired by a skilled technician familiar with that unit.  Also, all or most of the costs of the repair will be covered.  This means that a possibly costly repair will not strain your household budget.

HOW DO SERVICE CONTRACTS DIFFER?
Service contracts vary widely. The most ideal service contract should cover all parts and labor to repair any failure at no additional charge. However, some may cover only parts; only service; or a combination of the two.  Some may require additional payments for service.  In some service contracts, only parts that receive regular wear or are consumer-replaceable are excluded.  In others, repairs to very expensive internal parts may not be covered.  A contract may cover needed cleaning, lubricating and other preventive maintenance to avoid a more serious problem; or it may not pay for this under any circumstances.  Some contracts pay for service in your home, including pickup and delivery if it has to be repaired at the service center; some do not.  You may renew some, but not others, as your set gets older.  Some require that all such products in your home be covered.  Generally (but not always), the contracts with the most coverage are the most expensive.

WHAT KIND OF PLANS ARE THERE?
There are several types of plans to meet varying needs, but they basically fall into the following categories:

WHAT SHOULD YOU LOOK FOR IN A SERVICE CONTRACT?
Make sure the service contract fits your needs.  But, don't be misled by the name of the contract.  Compare extended service coverage with the terms of the original warranty.  You may prefer lesser coverage if the policy is significantly less expensive; but, be sure.  Check for exact coverage before purchasing:

1.  Specifically, what is covered and what is not?  All parts?  All labor?  Home service and pickup and delivery?
   
   

2.  Are you paying to duplicate any of the manufacturer's warranty?
   
   

3.  Are there any exclusions?  Are additional payments required for any services?  How much?
   
   

4. What companies will be able to do the repairs?  Will you have a choice?  Where are the repair facilities located?
   
   

5.  Is the policy renewable?  At what cost?
   
   

6.  Is it valid if you move?  Is it transferable if you sell the product?
   
   

7.  Is the contract insured?  In full, with no deductibles?  Is the name of the insurance company shown on the contract?
   
   

8.  If possible, compare more than one service contract and ask the opinion of an independent servicer.  Never just take the salesperson's assurance; read the complete contract, including- especially - the fine print.  If you can't understand what you read, don't buy it.
   
   

9. Finally, make sure that all blank lines and spaces are filled in before you buy.  And be sure to get a receipt for the service contract.
   
   

WHO GUARANTEES THE CONTRACT?
No matter how much coverage a service contract offers or how inexpensive it seems, it is worthless if you can't find anyone to honor it when you need service.  A number of service contract vendors--including retailers, service centers, and service contract companies--have gone out of business, leaving consumers without the coverage they paid for.

Who will pay for any required repairs?  Is the store to be responsible?  If so, verify that it's in the contract or get it in writing.  What will happen if the store goes out of business?   If the manufacturer is responsible, is it one with a good reputation that can be expected to be around for a long time?  Is it a third-party service contract company?  If so, is it a reliable one with sufficient financial backing or insurance to guarantee performance?  Who is the insurance company?

IMPROVING YOUR ODDS
Ask the selling dealer if they will honor the service contract if the third-party contractor goes out of business.  If so, get it in writing.  Inquire of your local or the national Better Business Bureau or other consumer protection agency about all parties listed on the contract.  Also, get the opinion of your regular service company.  If the third-party contractor is a member Service Contract Industry Council (SCIC), they are required to provide certain disclosures.  Disclosure statements, alone, however, do not guarantee the financial solvency of a program or company.  SCIC does not guarantee the ethics or solvency of a member company but they do provide an extra avenue of recourse if a dispute involves a member service contractor. (The address is listed at the end of this document.)

IS IT REALLY BROKEN?
First, be sure that the unit is at fault, so you don't have to pay for the service.  Be sure the power and any antenna, video, audio, or cable plugs are connected.  Consult your operations manual for hints on consumer adjustments and operations.  If possible, connect another unit or a lamp to the receptacle to test the power source.  Do whatever you can to be sure that the unit, itself, is at fault.

YOU MAY HAVE TO PAY
Most warranties or service contracts do not cover services that are not product fault-related; that is, they do not pay for services to connect or adjust equipment or if the trouble is elsewhere (as in a bad videocassette, cable company failure, trouble at the transmitter, faulty computer program, lint in the dryer filter, etc.).  Remember that, if someone checks your unit, especially if they come to your residence or office to do it, and the fault is not with the unit, you will probably have to pay for the time and labor to check it.

DON'T TAMPER WITH DANGER
Whatever you do, don't be tempted to go into the unit to make repairs or internal adjustments.  If you break something or create additional problems, you may void all or part of your warranty and/or service contract coverage.  Besides, the sharp edges and voltage that are present in most appliances and electronic equipment are very dangerous and the current can even be fatal.

WHO WILL SERVICE IT?
Is the name of a service center indicated on the contract or in a list of names included with the papers?  Is there a telephone number of the manufacturer (if in warranty) or the service contract administrator?  If not, and if you have a regular repair company that you trust, call to see if they are authorized to repair your unit for the manufacturer or the contract administrator.  If not, call the store where you purchased the unit or the extended service contract.  If that doesn't work, and if it's in warranty, look in the Yellow Pages telephone directory; first under that product category (television, audio, freezers, etc.).  Then, look for the list of those performing "authorized service" under the manufacturer's brand.

DO YOU NEED A RECEIPT?
Yes.  Even if you are dealing with the store where you bought the product or with a company that you normally trust for service, it's a good practice.  The company could suffer a disaster (fire, flood, theft) or go out of business.

WHAT SHOULD BE ON THE RECEIPT?
Make sure the receipt lists:

1. Your product's make, model and serial number.
   
   

2. The name, address and telephone number of the store.
   
   

3. The name and signature of the person accepting the unit.
   
   

4. The kind of trouble you are having.
   
   

5. What will be covered under warranty or the service contract and to what extent.
   
   

6. Also, if there will be any charges, ask for an estimate, or a "guesstimate," of the repair costs.
   
   

WHAT IS AN ESTIMATE?
An "estimate" is defined as "an opinion or judgment of an approximate value."  However, many people think of an "estimate" as a quoted fixed price.  A "guesstimate" is what many servicers refer to as a reasonable, non-binding estimate of the cost of repairs, or a general range of anticipated repair costs.  It is an educated guess, based upon the symptoms compared to the company's basic repair rates of the probable minimum and maximum cost of repair.

WHY CAN'T I GET AN EXACT PRICE QUOTE ON THE REPAIR?
It is virtually impossible to offer an exact quote of the total repair costs until the unit, the mechanics, and/or the circuitry are fully inspected and the product restored to its basic operation.  In other words, it has to be repaired before anyone can know exactly how much it will cost.  By then, considerable expert technical time, the use of expensive test and even some replacement parts may have been irretrievably expended.  Since the company must recover extensive business costs, the service center will usually charge a flat, minimum fee to prepare an exact price quote or a detailed analysis of the probable repair costs.  (This is what some people expect an "estimate" to be.)

However, most service organizations will gladly inform you, ahead of time, the range of costs normally involved in such a repair as well as how much the diagnostic fee is.  (This should be the maximum it will cost you if you receive a detailed repair price quote and decide not to complete the repair.)  In some cases, this minimum fee must be paid in advance. But, be sure to get this "estimate" in writing.

EXISTENCE OF MANUFACTURER OR CONTRACT SERVICE COMPANY
If you are unsure of the existence of a manufacturer, inquire of the Electronic Industries Association's Consumer Electronics Group.  If it's a service contract company that you seek, direct your question to the Service Contract Industry Council.  Their addresses are listed below:

Consumer Electronics Association (CEA)
2500 Wilson Blvd.
Arlington, VA  22201-3834
(703) 907-7600

WWW.CE.org

Service Contract Industry Council (SCIC)
204-B South Monroe St.
Tallahassee, FL  32302-3068
(850) 681-1058

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Consumer Relations Telephone Numbers