When my Sony television developed a problem, Circuit City referred me to Sartor for my extended warranty service. Initially, prospects were good. I got a call within two hours from Sartor and they scheduled a visit for the next week. However, the people who came did not fix the television, only verified that it had the problems that I had already documented. They said that they did not really do in-home repair and would have to pick the television up and keep it for a week or so. They said that someone would call to schedule the pickup. They did not take it then because they wanted me to have it for Thanksgiving weekend. A week went by without a call from them. I then called. The person on the telephone acted as if I had never been in contact with Sartor, but acknowledged since the parts needed for my television were on a shelf in front of him, I might be telling the truth. He said someone would call back. One month later I called back. Sartor still insists that I am not a customer. I called Circuit City, which promised to find out why Sartor is not repairing my television. Nothing more has happened. I have tried calling Sartor but only get an answering machine and no reply. Sartor appeared to be on the ball at first but is not good at following through and does not provide the in-home service I paid for with my Circuit City warranty.;
Pros: Initial contact is good.
Cons: Has extreme difficulty keeping track of customers and scheduling work.
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