FAQ (frequently Asked Question)
FAQ
Why do I need a professional installation?
Your time is valuable and this is one of those things in life that is best done right the first time. Our installation professionals have installed thousands of home theaters and they do it quickly, efficiently and right. Spend your time enjoying your purchase versus second guessing your ability to install it correctly.
Getting Started:
How do I get started?
Choose the packaged installation offering that fits your needs and add it to your shopping cart. Proceed to checkout and we will capture your desired installation date and time with your payment information.
What will I need for my installation?
You will need the required cables of the components that you would like us to hook up for you. If you would like our installer to hook up your high definition TV signal; you will also need a HDMI cable.
If you are purchasing and scheduling an “on the wall” installation you will need to have the mounting bracket available at time of installation as well. If you have further questions as to what type of cables or brackets you will need, please call us at 704-593-1290
I didn’t purchase any of these accessories when I bought my TV, can I order them from you?
Absolutely, just add them to your cart along with your desired installation service. When scheduling your installation date, please add two extra days to your desired installation date due to shipping of products. Please note our installation technicians do not carry any products with them to the installation, so please be sure all accessories are on site before the beginning of the installation.
Do I have to use your brackets and cables or can I purchase them elsewhere?
The choice is yours; we will use any bracket that you have purchased as long as it is compatible with your TV. If you have questions as to whether your accessories will work, please call us at 1-800-778-0530.
Will you install my TV over a fireplace?
Yes, we will mount your TV over your fireplace and we do not charge extra like many of our competitors. We will conceal the wires in your standard frame wall. If your fireplace will not allow wire fishing, we will offer a paintable wire molding to conceal wires. Make sure the video connection wire(s) you purchase have adequate length to reach your video source.
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How do I schedule an appointment?
You will enter your desired appointment date and time during the checkout process. You choose the date and time, we also have a small 1 hour arrival window. We will also ask you some key questions to ensure that we arrive prepared.
Can I schedule my appointment to be completed on a Sunday?
We complete installations Monday through Saturday. We are closed on Sunday, Easter, Thanksgiving, and Christmas. Every other date is available.
Can I purchase installations and accessories at the same time?
Yes! Purchase your installation at the same time you order your additional items. Next Day and 2nd Day appointments are not available due to shipping of your accessories. Please ensure that you allow an extra 2 days to make sure that products arrive prior to your desired installation date.
How do I reschedule an appointment?
We require a minimum of 24 hours notice to reschedule an appointment, if you are unable to give us 24 hours notice we charge a $50 processing fee. Please call 1-800-778-0530 to reschedule your appointment. Our customer advocates are available to assist Mon-Sat: 7AM-8PM CST
Do you charge a rescheduling fee?
No, as long as we receive 24 hours notice to reschedule your appointment. Rescheduling a previously scheduled installation without a 24 hour notice will result in a $50 fee. This fee will need to be paid in full prior to rescheduling the original appointment.
How do I know that my installation was scheduled properly?
You will receive an e-mail confirming your order has been completed and is in process. You will receive a second e-mail confirming your scheduled date and time.
Will I get a reminder about my installation?
Yes, our installation technician will call you the night before to confirm your installation.
Who performs my professional installation?
Your installation will be performed by a member of our nationwide installation team. Our installation technicians are subjected to 7 year background checks and ongoing training to ensure that they stay current with the fast moving consumer electronics market.
What will the installation technicians do at my home?
Conduct a pre-installation assessment upon arrival at your home. Explain the work to be performed, and discuss any options available to you. Complete the installation, integrate your newly purchased components into your existing system and ensure that everything works correctly. Then provide you with a brief educational demonstration of your home theater and answer any questions. We’ll remove all debris from the installation site so your house will be as clean as when our professionals arrived.
Do I need to prepare anything in my home before the installation?
You just need to clear the immediate installation area of all fragile items and provide adequate working floor space.
Do I need to be home during my installation?
Yes, an adult (18 years+) needs to be present during the entire installation.
Is installation restricted for any locations?
Yes, Charlotte Metro Area is our coverage area and within 45 miles of this we will service.
Does the installation price include extra parts?
The pricing includes labor only. All mounting brackets and connection cables are not included but do need to be on site when the installer arrives. If you’re unsure about what you need, a customer ambassador will be happy to help. Call 7045931290 and we’ll make sure you get the proper cables and accessories to complete your installation.
Could there be any additional charges?
There should never be any additional charges associated with our standard offerings. If an installation requires additional charges, our technicians are required to present these charges for your approval prior to starting the work.
Am I allowed to offer gratuity to the installation technician?
Yes if you feel the job warrants, but do not feel obligated as it is not a mandatory practice.
Is there someone I can talk to if I have questions?
Absolutely!!! We have a Customer Advocate Program dedicated solely to your satisfaction. No frustrating automated phone system, simply call us at 7045931290 and speak to a real person. Our friendly, knowledgeable ambassadors are available: Mon – Fri.: 9AM-6PM EST
What happens if my additionally purchased products (wall bracket, cables) do not show up in time for my installation?
All our technicians are required to call you 24 hours prior to your scheduled installation to confirm the appointment. If you are still waiting for parts let the installers know and they will reschedule your appointment for you with us. Otherwise you can call 7045931290 and talk to an ambassador. Ambassadors are available: Mon-Sat: 9AM-5PM EST
Cancellation and Refunds:
Smart Home Refund/Return and Cancellation Policy
You may return some unopened items purchased at Snap Installations within 14 days of the original delivery. We will pay the return shipping costs if the product is defective or the return is a result of our error. If the item is returned for any other reason you are responsible for the return shipping costs and will be charged a restocking fee of 20%. No returned merchandise will be accepted without a Return Material Authorization (RMA). We will credit you in the same manner as your original payment within 7-14 days of receiving the returned item.
Installation appointments that are canceled will be subject to a $65 cancellation fee.
The following items may not be returned after the installation appointment:
* Installation Labor