Louis attended our home yesterday having made an appointment last week. He was on time and cheerful when he arrived (always nice!). The issue was with our new TV, and we already knew that we had to replace the older HDMI cable. As the old cable was "fished" through a conduit, and the space was tight, I needed help to complete the job and expected that Louis would arrange another appointment after having a look at what was needed.
Instead of that, he suggested that he could talk me through what he thought was required, and that my wife and I could complete the job ourselves.
He then gently suggested that if I (a) loosened the wall mount, (b) removed the box plates behind the TV and where the cables entered the wall from the PVR, (c) taped the existing cable end to the new cable, and then (d) had my wife pull on the end of the old cable while I pushed at the new cable end, the job could be done! He was confident that these techniques would work, and that we would be able to complete the job ourselves.
Earlier today we successfully completed all these suggestions and we now have a proper cable attached to our new TV. As we had already purchased the new cable, that was our only cost!
We used Smart Space for another job four years ago, and so were very familiar with the company and their excellent staff, service and products. Louis has continued that tradition and we offer our sincere thanks to him for his superb advice and generosity of his time to talk us through the procedures noted above. Smart Space may have lost a few dollars by not getting the job directly, but thanks to Louis, they have further cemented their reputation as an outstanding company. Very well done indeed.
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- Company Response
Thank you very much for the feedback. We'd much rather be honest than extract every possible penny from every client. We're looking forward to working with you and your friends in the future.