Normans Electronics & Appliance Service

Very unsatisfied with service. Here is my experience with Norman’s Electronics in 2015. In Sept I had a power surge at my house, which I believe blew out the HDMI processors in my Samsung Plasma TV. I loved my TV, and wanted to repair it and not have to buy a new one. I called Norman’s. It took a few weeks, but a tech finally came out.
Sept 30 — Tech comes out. Does not physically touch the TV. Agrees that the processing board is shot, and charges me $ 109 for the visit and $ 226 to buy the part. These amounts are immediately charged to my credit card. He says the part should arrive in a couple of weeks, and that I should call them to check.
Oct 20 — Had heard nothing. Called about the part. No answer. Called back later in the day. They said the part was scheduled to arrive in six days, and that they tentatively scheduled a repair for Oct 26. This repair was scheduled without talking to me. They said to call back Oct 23 to check.
Oct 23 — Called back. They said the part was impossible to get, and they could come out and remove the part, and send it off for repair. I asked about cost. The guy I spoke with wasn’t sure, but said that he would have a repair technician call me the morning of Oct 26.
Oct 30 — No one called me. I called them back. I was forwarded to a technician’s voice mail. I left a message asking that he call me back. I never heard from him.
Nov 4 — Norman’s has still, not once, communicated anything to me in any way. I see that $ 226 has been refunded to my credit card.
Nov 7 — Called Norman’s again. Spoke with someone and asked for all of my money back. They apologized for not being able to repair the TV. I explained that my issue was not with my TV not being repaired, it was with their poor service and communication. This person had to escalate the issue. Later in the day they called back to say they would refund all of my money. Finally, Norman’s contacts me.
Dec 7 — I check my credit card statement and see no refund. I call them. The person I speak with says they have to check with Billing. I ask that I be called back with an update. He agrees to call me back.
Dec 9 — Still have heard nothing, however they did refund my money.
Norman’s Electronics gets one star from me because of a failure. The failure is not that they were unable to repair my TV. The failure is that they did not communicate with me in anyway about the progress of the repair, even when they explicitly agreed to.

Update to review by Kevin B on 6÷12÷15 — Response from Lane N (Business manager) at Norman’s Electronics is blatantly false and insulting. Not sure what their employee communicated to them regarding our phone call but there was NO offer to look at the TV period, for charge or no charge. Had there been; the outcome of this review may have been different.
Just one more reason to beware of Norman’s Electronics. This is obviously a family business that once had a great reputation years ago. Unfortunately that has been sullied by current ownership and leadership. A shame for sure.

Hitachi uses them for their repair, I doubt it they know how to run a business.
they have some special ppl working there, tech is no where to be found when you call.
operates like mom&pop shop, if you call well good luck finding someone who can answer it.

I drove to their location with an expensive LCD TV that needed repair. The older gentleman at the counter talked on the phone for 10 minutes while I waited, not once acknowledging my presence. In those 10 minutes he repeated his advice five times to someone that didn’t even sound like a customer. I confronted him, he was rude. I walked out, minutes after another waiting customer did the same.
I thought customer service was about prompt attention and courtesy. Apparently the customer is not always right. Terrible. Unforgivable in a sales setting.

Stay away if you can. I needed warranty service for my Pioneer DJ mixer. Put simply, the problem was resolved, but upon further review I noticed damage to my faders and missing screws around the mic input. I didn’t notice the screws until just now, but I brought the damaged faders to the attention of the manager and individual who performed the work on my mixer. I tried explaining that there is a locking mechanism as demonstrated by a easily-​found youtube video (just search «pioneer fader lock» and you can see what I tried to show him) which prevents the faders from being easily removed by pulling up. I was told, «No, I’ve been doing this for years and they all work the same. I will *try* to get you a couple faders you can stick on there.» I was initially satisfied, thinking I was mistaken about the feature, but when I recalled that in fact they were NOT supposed to be able to be easily removed by pulling up, I tried to bring that to the attention of the Manager/​Tech but he would have none of it. He told me it is just as good to pull them off as it is to unlock it the way I eventually showed him (once my phone would load the video). He refused to be corrected and refused to admit any mistake, instead blaming ME for the damage. The gentleman got very heated and upset, despite my 100% polite and respectful approach. I said, «I’m not trying to give you a hard time,» to which he simply kept replying, «Yes, you are.» I only wanted my $ 2000 mixer properly repaired, but he told me I had to go and contact Pioneer. So that’s what I’m doing and my saga continues. I would never go back to this shop for any reason. It seems they are quite accustomed to angry customers, which I wasn’t, but was treated as such anyway. I was very polite but firm about my issue. They are an authorized Pioneer repair shop which Pioneer themselves directed me to. I was shocked and appalled that even after showing the proper method for removing the fader, I was still told, ‘no, that doesn’t matter, you can still pull it straight off just as well.’ That defies the actual feature Pioneer uses in this mixer. The damage to two of the faders appears to have been from using a string or cord and slipping it under the fader and pulling straight up. Needless to say, I’m pretty sure that broke the P-​Lock locking mechanisms, but Norman’s refused to acknowledge it and turned me away.
These guys are old, tired and seem to not know what they are doing. When I asked them to pull up a youtube video for explanation purposes they staunchly refused. I asked them to observe the video on my phone and they continued to refuse but I was able to coax that big baby of a manager/​technician to view the relevant part of the video, only to have him further deny and tell me it didn’t matter. I’ve never seen such a bad level of service from an authorized pioneer repair shop, and I’ve let them know of this situation. Instead of understanding the issue, it all got pushed back on me as if it were all my fault and I was lucky for him to offer to give me some faders eventually as he would «try» to find me some. I pressed him and he told me he definitely would, but I expected a higher level of service given how bad they messed up. I saw the bad reviews here before, but since I needed warranty service I figured I had no choice and since it was free to me I didn’t care. Now I totally understand why this place sucks, and I will call Wizard electronics after I finish this and beg them to become an authorized Pioneer repair shop, because I haven’t had any issues with them, yet. I would drive out of state or pay for shipping to any other Pioneer repair shop before going back here. These guys are just lame and were rude to me. There is little-​to-​no professionalism in the work performed or the interaction and I’m now waiting and working to fix the damage that Norman’s Electronics caused, and later tried to blame me for.

Normans Electronics company @ 3653 Clairmont Rd Atlanta Ga 30 341 (& Duluth Office 2860 Buford Hwy. Duluth, GA 30 096 location as well. called 11:30 am, for my repair appointment confirmation scheduled from Direct TV protection repair plan, with a confirmation number of 637 541** for todays scheduled time slot of 2:00 — 6:00pm canceled on me! said he didn’t have time & then hung up, wouldn’t pick up or return phone calls. Stay away from this business

Do not use this company! They have had my tv for 2 ½ months. They lost it for a while. They then lost my mounting brackets. They get angry and rude with the customer. They transfer you to dead phones and then do not answer the phone. I am not sure if I ever will get my belongings back. I am about to turn it over to my legal counsel.

To be honest, I just got off the phone with them. They are the only authorized Onkyo repair center (both locations) in the metro area, so they have me by the short hairs. I know the problem, I have a bad HDMI-​main output on an Onkyo TX-​NR1008 (the HDMI-​sub works fine). «Yeah, we see that all the time. Bring it in,» they say. Of course, when pressed on for how long, they admit it’ll be «3−4 weeks» before they even look at it. Really? Why don’t you tell me when you’ll be ready to look at it and I’ll bring it in and wait for it? So, I’ll have to go a minimum of a month, not to mention how long it will take to actually repair it, without my main receiver. It seems if the problem is that common they ought to just have someone assigned to replacing those parts and actually solve people’s problems in a timely manner. I am already dreading dealing with them. I think I would rather go to the DMV…

Normans was my only option to repair my Onkyo receiver that was still under warranty so I took it to them. I was told it would take them 10 days just to look at it and then they would do the repairs. Well it has now been over a month and I still don’t have my receiver back. After calling them I was told they still don’t even have the parts and it will be another week just to get the parts in. Given this experience I would never give them any of my money whether it is making a purchase or paying for a repair. Look elsewhere for your electronics repairs.

My Philips plasma TV died right after being laid off. I called Philips, who basically said since my warranty was up, I was SOL. They said the TV could last any where from two to eight years… way to give yourself some flexibility, Philips! Anyway, I thought what the hell and went back to Costco, where I originally purchased the TV in 2006 – yes, you read right, 2006. And to my surprise and absolute delight, Costco took responsibility for my TV!!! They paid to have NEI come out and fix it. NEI’s Clarence did a wonderful job and had it back up and running in no time. I was very impressed with his obvious skill and professionalism. I would highly recommend to all to shop at Costco and use NEI for any service needs.