Kliss Electronics

Electronics Service · Parts and Accessories · DLP & LCD Lamps · Computer Repair, Consultations, & Network Installation · Web Design

Before You Call

Tips to speed up the repair process

In Warranty Repairs

Below is a list of the things we need to know to help repair your unit in warranty. Please have this information available before you call in. Failure to do so may lead to service delays.

  • Brand - We need to know what kind of unit it is (ex: Sony, Panasonic, or LG).
  • Model Number
  • Serial Number
  • Chassis or Version Number - If Applicable
  • Problem or Complaint - What is the unit doing or not doing?
  • Date of Purchase
  • Proof of Purchase - If you cannot provide proof of purchase, many manufacturers will also accept date of manufacture if the set was manufactured within the warranty period.
  • Installation Type - Is the TV on its original stand? Is it wall mounted? Is it in an entertainment center?
  • If possible, a digital photo of the problem and the manufacturer's sticker on the back of the set, showing the model and serial number.

Out of Warranty Repairs

Below is a list of the things we need to know to help repair your unit out of warranty. Please have this information available before you call in. Failure to do so may lead to service delays.

  • Brand - We need to know what kind of unit it is (ex: Sony, Panasonic, or LG).
  • Model Number
  • Serial Number
  • Chassis or Version Number - If Applicable
  • Problem or Complaint - What is the unit doing or not doing?
  • Installation Type - Is the TV on its original stand? Is it wall mounted? Is it in an entertainment center?
  • Would you like On-site / In-home repair or would you like to bring the unit in?
  • If possible, a digital photo of the problem and the manufacturer's sticker on the back of the set, showing the model and serial number.

Voicemail

Avoiding Phone Tag

We aren't around 24/7, but our voicemail is, so if you need to call us later at night, or we're busy helping another customer when you call, it really helps us if you leave a detailed message. Leaving a detailed message helps us move repairs forward quicker and more efficiently, so please leave the following information when you leave us a message:

  • Your name
  • Your telephone number - please repeat it, if possible, in case part of the message is cut off
  • Your reason for calling
  • If you're calling in with information we requested, please leave the information in the message - we'll contact you for clarification if the information doesn't come through.
  • Problem or Complaint - What is the unit doing or not doing?

These are some samples of voice mail messages we have received recently, The names and numbers have been changed to protect the innocent:

"Hi this is Al, you were here last year and worked on the TV and it's acting up again—Call me"

Sorry Al, we looked and we have repaired 36 things for people named Al in the last year...which one are you?

" Hi this is B___ I __ a __TV__that is all blue ___ reached at 21_ 762__41 Please call ASAP"

We listened to this one several times to try to fill in the blanks, but the cellular connection was just too choppy to decipher.

"HI this is John Doe, I have the numbers you asked for call me."

Good first step John, leaving the numbers would have allowed us to take that next step—instead we called and got your voice mail.

"I was referred to you by XYZ company. I have a 42" plasma Model AA42G9 serial number 987654321 Purchased on 12/01/08 from GHJ Stores. I'm having problems with the sound on some channels, there is no sound on some, and speaking Spanish on others, and others are normal. I would like to schedule a service call for next Friday afternoon after 3PM. Could someone get back to me and confirm. Thanks and have a great day."

We would be only to happy to call if we only new who you were and how to reach you.

Considerations for On Site Service

Time is $$$$$ on wheels:

We need the same basic information mentioned above, and a little more. Our on site request form is duplicated on the web site can be helpful in gathering information.

How Do We Find You?

How is the site identified? In the winter months, many calls are made after sundown—house color is not as helpful as a well displayed house number. Where the house number is located (Mailbox, On the house, , Garage, Sign Post, etc.) , Nearest cross street, Unique landmarks, etc are all helpful. If the house is not visible from the street it is helpful to know that as well. For this reason houses are sometimes hard to count, especially if traffic is heavy and winter road conditions require our attention. Also any local road closures, detours, etc help us a great deal.

Is the product ready to be serviced?

The product needs to be accessible for service. In most cases this means we'll need to move it away from the wall to access the back. Please have any breakables removed, etc before we arrive. If the unit is wall mounted it will be necessary in most cases to have the unit down from the wall mount for access. In some cases this may not be necessary, but advise us in advance if the unit is wall mounted or in a custom enclosure.

Please Don't Try to Speed Up The Process By Disassembling the Product For Us

DO NOT remove any covers from the product—dangerous voltages may be present even with the set unplugged and curious pets and children have been known to proceed without caution.

Please Don't Disconnect Cables From the Product

In most cases it is not necessary to disconnect cables from the back etc. It this is necessary, we have marking methods to return them to the proper place so all peripheral device function as before. Much time has been spent trying to figure out where unmarked cables originated from and to return features to full service.

Do You Have the Original Remote?

Have the original remote available if at all possible. Many devices require access to "service menus" that cannot be accessed with universal remotes.

We Bring Our Own Flashlights

We carry supplemental light sources if needed. In many cases, "less is more" in terms of lightning, especially when working on projection instruments. Also many sets are constructed with the chassis near the floor, and overhead light generally aligns itself with the technicians eyes—See Murphy's Law.

Please Keep Pets and Children a Safe Distance from the Repair Area

Pets and children are naturally curious about what we do, but safety is of paramount importance for all concerned including the kids, pets, the product and the technician, so please limit access by these little helpers in the immediate work area.

Please Keep Yourselves a Safe Distance from the Repair Area

While each technician has his own views, I do not mind answering questions or observers at a safe distance while working. The key words are safe distance. pointing to an active high voltage transformer can have serious consequences for all involved. And concentration is very important during the diagnosis and repair—please understand if we must focus on the task at hand.