Average Reviews:
(More customer reviews)(Please see my update at the end) Zip is a pathetic excuse for the term 'service'. They were prompt and polite in setting up an appointment. For that I'll give them one star. The installers called a day prior to confirm day and time as well as make sure that I had a cable they said I'd need that wasn't included in the cost. I did. I should have suspected something when the Installer who called, did so using a land line in a sports bar.
Our 3:00 to 5:00 appointment slipped to their arrival at 7:30 with several "We're on our way and will be there very soon" calls. When they did arrive, they were missing parts. The main Tech didn't like the support I chose from Amazon.com because he said it would be difficult to hang the TV strait. I offered to lend him my level. They rescheduled, asking me to order $70+ in extra parts, which required expedited shipping costs to get in time.
Note that when I complained to Amazon.com, asking if they could offer any discount on the expedited shipping, they threw their hands up and said "It's not our problem."
Less than 24 hours prior to the second appointment, I got another call from Zip. The caller said that because the installers offered to run the electrical wire through the wall in addition to the other wires, it would take them 4.5 additional hours and an extra person. Note that the installer didn't even have the molding included in the original order on their truck when they came. That would have been fine. No, now they wanted an additional $300.
I asked that they cancel. Zip said, "No problem, You weren't even charged yet." I just checked my credit card online and I was charged. I'm thankful that I paid with a credit card that offers decent service so I can block payment if I don't get a credit.
I checked Angieslist.com and found that I could hire an installer for about $300 who would do the complete job, including parts, on time. What an annoying waste of time. Nightmare.Update 12/22/10:
I'm updating the review and raising my rating from one to three stars because I'm impressed at the response from Zip Installation.
First of all, Amazon reiterated that they have no responsibility for the services of this company, apologized for my troubles and promptly refunded my payment for installation but not for expedited parts shipment.
Second, the V.P. of Operations over at Zip called, apologized and offered to send out a different installer to do the job at no charge. Now that's service! However, I'd already installed the power bridge and cables in-wall and mounted the TV myself (with a little help lifting the 60-lb TV onto the mount). Still, the V.P. of Operations was very interested in my experience, noted a number of changes he planned to implement to their processes and promised me that their technicians arrived on time, with parts and no extra charges over 90% of the time.
Notes:
1 - If you're interested in adding installation to your order and want a no-fuss out of wall install with paintable moldings to hide your cables Zip is probably the easiest way to get the job done.
2 - If you want your cables in-wall, do a little research first. Some area building codes allow a homeowner or TV installer to run a power bridge (to add an outlet directly behind your TV) through a wall and some don't. That's probably why Zip only offers molding to hide your power cord as an orderable service on Amazon (no mention of power bridge). Depending on where you live, you may need to hire a certified electrician to get your power through the wall and to your TV. Check out the "How to Install Your TV" videos on YouTube to get an idea of what it would take to do the install you're looking for. Don't take a cost increase or service reduction for an answer. Ask for options. When I made my appointment, I was OK with the molding and didn't even know what a power bridge was.
3 - Prepare. The V.P. at Zip told me that the initial questions their rep will ask when making an appointment will be more thorough and better communicated to the installer in the future. You don't want your cables hidden within molding or behind your wall only to find out that you're short a cable. Depending on your set-up; cable box or antenna, surround sound and other components, you'll need different connections. Read your manuals and diagram your cables prior to installation. Don't count on the Installer or person scheduling your appointment to know the details of your media center configuration.
4 - It is possible for a homeowner to do their own install. I'm a 40-something mother of two with some construction experience gleaned from volunteer work including Habitat for Humanity. A 10-part "How to Install a TV Over a Fireplace" video on YouTube gave me a good idea on the most difficult installation I'd be likely to find. The power bridge ordered through Amazon had complete instructions. I used a stud finder and some painters tape to see what the installation was likely to entail and figured I'd do it myself since my specific case was much simpler than I'd imagined.
5 - My Installer arrived without the necessary parts and then offered a more expensive option. If you're not comfortable with the Technician who comes to your home, call Zip. If you've ever hired a contractor for a remodel or even a smaller job, you know that some are fantastic and others pathetic. The VP at Zip told me that they go through a rigorous screening process but that this particular Technician didn't have a track record with their organization. Zip, according to their rep, is willing to send out someone else if necessary.
Overall, Zip is a reasonably priced installation service for your new HDTV. They were able to schedule an appointment so that our HDTV should have been installed in time for our teen-age daughter's "Movie Night". Each time I talked with a Zip employee, I got someone in the USA who was professional, knowledgeable, helpful and didn't have an accent I couldn't understand.
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