Pro-96 repair troubles

[pfish]

Over a week ago, I brought my Pro-96 to my local RS store to be sent in for repair. They printed out an invoice and everything and I was on my way. I got a call later that day, not from the RadioShack number (it was some cellphone), saying that my scanner had been fixed. I was confused because the problem exists inside the 96 where you can't access. (The antenna connection broke, same problem ive had on my Pro-95.) So I went back to RS to find that the employees handed my scanner over to some kid in the store. He was holding my scanner when I entered the store.

He said that he had fixed my scanner, so I did a quick test on a VHF channel and it seemed to work [better than before]. So I left, keep in mind I never signed the repair invoice slip. Later that day, the scanner stopped recieving again. So, I took it back the next day because they were closed. The kid had opened my scanner up and I'm not sure what the did, but I did NOT authorize them to give it to anyone to fix or open up. I'm pretty sure if a NON-RadioShack employee opens the unit, it voids the warrenty.

I took it back, got a new invoice slip, and they were going to send it out for repair "Tomorrow" -- Well, after about 3 days I called the number and asked what the status was. They sent it to center 40-0313. The 800 number told me that they had not recieved the scanner yet. So I kept calling every day until someone was nice enough to call the local store and ask for a tracking number. I had tried that a few days prior, and they told me to call the 800 number to request the tracking number and they did not have it. They stated that my unit was not in the store.

So, the girl today that answered the phone called the store, and they told her they located my unit inside the local store and it was not shipped yet! So I went to RadioShack and picked up my scanner.

What should I do? I know that the kid was not authorized to attempt and repair my scanner. He does not work for RadioShack. I've been told that there is no manager at this store and its been like that for a few weeks. I'd like to get a brand new unit due to the circumstances.

 

[xusmarine1979]

I'd try going to another store if you have one in your area. They may handle it differently.

 

[pfish]

Theres not another store in the city. I'd have to go to the next city, and as a last resort. I'd like to do something along the lines of filing a complaint for the unauthorized repair. I'd also like it to be repaired in a timely manner.

 

[xusmarine1979]

I think there's a few shack employees on the site, they would know more than I, fortunately I haven't had any trouble like this.

 

[jpm]

Who authorized a R/S non tech person to repair your scanner. It should of been placed in the back room and packed for the trip to Tx. Thats what I would of done if I accepted someones scanner for repairs.

 

[hiegtx]

For your own protection, I'd be documenting the unauthorized, in-store, repair attempt with some at Radio Shack corporate in Fort Worth. Otherwise, when you finally do get it sent off for repair, it may either be rejected as 'user damaged' or they could even try to try to charge you for the repair. I doubt if the store is going to willingly admit on the repair tag that store employees allowed a non-employee to open up a customer's unit & attempt a repair. While it may have been a good faith effort on their part, you are the one potentially being being harmed by somebody cracking open the case.

Your best bet, if possible, is get the offending store to swap the scanner out. Contact customer service and ask for a manager there, or a regional manager in your area.

 

[pfish]

I asked the kid in the store how he got ahold of my scanner. He said when he came in, the employees told him that someone with a scanner came in for a repair. I don't know WHY they gave it to him. I did NOT authorize that. I'm going to contact the regional manager now.

 

[jpm]

Obviously the store clerk needed the store manager there to supervise both the clerk and customers. You said that the store didn't have a manager at all or wasn't there when you asked for him. The employees should of secured the scanner for shipment back to Tx. Was the warranty expired when you brought it for repairs. I myself would of called the R/S main headquarters to report the unauthorized repair ASAP. Wow as a medic me giving sensative info out on a patient I encounter, can you say HIPPA violation.

 

[John_M]

Pfish:
There is only one RS scanner repair center and that is in Fort Worth Texas. When I had my Pro-96 CPU upgraded I went to the RS store with the repair center number and a typed out description of what I wanted done. The sales person started a repair order and RS shipped it out. It is possible that this sales person that you dealt with didn't know how to start a repair order. Either way nobody in the RS store should have looked at it. This will be hard to prove if you talk to the district manager. I'll look around RR and see if I can find the repair center code number and the address of the repair center. Every RS store has a manager.

Radio Shack Repair Center
4700 Amon Carter Blvd.
Fort Worth, TX 76155-2297

Tell them what you want done and give them this address, they will look it up on the computer and there will be a code by it. Like EXUSMarine said, take it to a different RS store.

 

[pfish]

I was told that the store was managerless for the past 2 weeks. When I gave them my scanner, they told me it would be sent to Murray UT, I told them it needed to be sent to Forth Worth TX, but they told me the computer decides where it goes and that they must have changed the scanners to that center. I tried to tell them it needed to be sent to TX, but they did not listen to me.

They DID put it in the back to be sent out, but one of the employees HANDED IT OVER to a non-employee (the kid i talked about) to try to fix. WOW!! The district manager from Sacramento will be calling me tomorrow morning.

Edit: Yes, the unit is still in warranty. However, I have no idea what happened to my scanner during the unauthorized repair. I can't even beleive they let someone fiddle with my scanner.

 

[johnyvico]

dude man why does radio shack suck so much whith there scanner stuff they treat us like we are freaks . i tried to have mine shiped out and when i said that i wanted to speak with a manager they were like why its just a scanner . i said that scanner is more then what u tools get paid in 2 weeks working here .. i say lets plan a rd trip to the TX store and stand outside and have them all fixed and upgraded at once . radio shack u have ? we got dumb looks tools

 

[Al42]

dude man why does radio shack suck so much whith there scanner stuff they treat us like we are freaks .

It depends on two things - the store manager and the regional manager. Which is one reason I try to do all my RS business at one store, and with only the manager or one other employee. I prefer to deal with people who can at least rent a clue (and this one employee is fully clued in). It does seem to be the exception, rather than the rule, though. I've been to RS stores all over the country and I've heard things they don't teach in school. Everyone seems to be an expert when they think the customer doesn't know what's what.

 

[n4voxgill]

dude man why does radio shack suck so much whith there scanner stuff they treat us like we are freaks . i tried to have mine shiped out and when i said that i wanted to speak with a manager they were like why its just a scanner . i said that scanner is more then what u tools get paid in 2 weeks working here .. i say lets plan a rd trip to the TX store and stand outside and have them all fixed and upgraded at once . radio shack u have ? we got dumb looks tools

Why do you buy anything from them. Just go somewhere else.

 

[GTO_04]

Pfish:
There is only one RS scanner repair center and that is in Fort Worth Texas. When I had my Pro-96 CPU upgraded I went to the RS store with the repair center number and a typed out description of what I wanted done. The sales person started a repair order and RS shipped it out. It is possible that this sales person that you dealt with didn't know how to start a repair order. Either way nobody in the RS store should have looked at it. This will be hard to prove if you talk to the district manager. I'll look around RR and see if I can find the repair center code number and the address of the repair center. Every RS store has a manager.

Radio Shack Repair Center
4700 Amon Carter Blvd.
Fort Worth, TX 76155-2297

Tell them what you want done and give them this address, they will look it up on the computer and there will be a code by it. Like EXUSMarine said, take it to a different RS store.

Can't the scanner just be shipped directly from the customer to the RS repair center? Or is there an advantage in going through the store, such as lower shipping charges?

GTO_04

 

[Voyager]

Pfish:
There is only one RS scanner repair center and that is in Fort Worth Texas.

Actually, I think they have several repair centers, but Fort Worth is the only one that can replace the CPU or perform that level of repair. Many people have reported having repairs done that were not done at Fort Worth.

Joe M.

 

[KLH]

Scanners do not have to, and shouldn't go to Ft. Worth to repair. Only radar decters, pages, and orginazers get shipped to Ft. Worth at this time.
Scanners, computers, and everything else expect for cell phones get shipped to the nearest repair center.

 

[Voyager]

Scanners do not have to, and shouldn't go to Ft. Worth to repair. Only radar decters, pages, and orginazers get shipped to Ft. Worth at this time.
Scanners, computers, and everything else expect for cell phones get shipped to the nearest repair center.

Scanners MUST be sent to Fort Worth, and ONLY there, for CPU replacement. Other centers are not authorized to perform that service. Read some of the threads about the PRO-96 CPU upgrades.

Joe M.

 

[hoser147]

Some RS stores are francise owned others are owned by Corprate I would only deal with the corp stores unless you know the owner or the store and know he has intriquet knowlege. I think you are on the right track goin to the management in ref to this store farming out unauthorized repairs. The RS store in my home town was independantly owned and the service was poor, it is know corp ran and is much better Good Luck

 

[loumaag]

Just an added note. On your invoice (the repair one that you still have) there is a store number. Make sure when you contact customer service in Ft. Worth (corp. HQ) you have that store number. Also make sure the you make it plain that it is your impression that there is no store manager assigned to the store. That BTW is a problem placed directly at the feet of the District or Regional manager, so talking directly to them may or may not get the necessary attention to your problem.