AudioVideo Dimensions

"I've relied on AVD for nearly 20 years now, and continue to be completely satisfied."

"My recent experience dealing with Russ Iverson (Founder and President of AudioVideo Dimensions) was one of the worst customer service experiences in my over 30+ years as a consumer and/or professional (as a management consultant who has helped billion dollar companies dramatically improve their customer service operations). After being a good client for over a decade and spending thousands of dollars on AudioVideo Dimensions (ADV) products and services, I contacted Russ to do a simple installation of a new TV and to integrate it into the system that ADV installed previously. Even though I had stressed to Russ that I had a very tight window that day, my service technician arrived quite late to my appointment (because Russ gave him the wrong address) and then was unable to complete the install because the existing wall mount wasn't compatible with the new TV (Russ had told it would be), the technician didn't have a wall mount in his van that was compatible (Russ told me he would) and then offered to go buy me a wall mount for triple the price of the one on Amazon that Russ told me prior to my appointment not to buy. When I showed the tech the wall mount on Amazon, he told me that it would work great and that I should order it and pay the expedited shipping charges so he could come back to install it two days later (and scheduled an appointment). The technician was clearly embarrassed by the poor customer service and apologized for his boss's dropping the ball. When I emailed Russ to bring to his attention the customer service snags and asked him to pick up the nominal $35 two day shipping fee as a small gesture of accountability, he responded with a very dismissive one sentence email informing me he would not pay the shipping fee. When I asked him about accepting accountability for the mistakes and accommodating me for my lost time, inconvenience and additional cost...he responded with a serious of extremely unprofessional, insulting, mocking, openly hostile emails and canceled my follow-up appointment (which I only discovered when I called ADV to confirm). He seemed to actually enjoy berating a decade long customer who had spent thousands of dollars on his products and services...apparently because I had the audacity to bring to his attention (in a respectful professional manner) some significant customer service shortcomings and suggest a small accommodation as a result. And after he blew off my final attempt to deal with this issue in a constructive professional manner and told him I would share my experience (to hopefully prevent others from suffering the same indignities), he threatened to sue me for libel. When I reminded him that libel requires a lack of truthfulness and that every word of our exchange is documented via email he lost his bravado and became silent. I can honestly say that dealing with Russ Iverson of ADV was one of the most unpleasant consumer experiences of my life. You could not pay me enough to do business with him or his company again."