The customer service at Mikey's Hook Up is wildly uneven depending on who you work with. I had a wonderful interaction with Frank, a truly lovely guy who helped me restore all my software after they erased my laptop to try to solve a problem, abrupt shutdowns. He went above and beyond and wouldn't take any fee for it. I couldn't have been happier. I loved the store, its kitschy 80s vibe with Spinal Tap and Jeff Goldblum posters. I was really thrilled to be there and not in the sterile, corporate Apple Store in Glendale. I was psyched to have this new resource for all my future service needs. Then I got my computer home.
Suddenly it was hard to use my "b" key... it wouldn't type. And then the key itself fell off! Same thing with f4. This is literally minutes after getting it home, a ten minute drive. I bring it back the next day and I'm helped by a different guy. No explanation or responsibility taken for the broken keys. "Sometimes they just get old," he said, which makes no sense -- the computer is ~2 years old and I had just brought it to them. He brings it in the back and his tech guy tells him they'll have to replace the whole keyboard. Fine, I accept this and agree.
While trying to order the new keyboard we discover that the original problem -- abrupt shutdowns -- was still happening. So I had given them $100 to check the hardware and erase the laptop, with no result. And now I had a new problem, clearly caused by them, of these broken keys. Their solution is to replace the motherboard and the keyboard. I told them I didn't have the stamina or the confidence for all that -- it felt like groping in the dark without a clearer explanation of how, though all the hardware had passed their test, replacing the motherboard (which is a piece of hardware), was going to help. But I at least thought, I'll replace the keyboard so I can type.
Except now it's taking ages for them to figure out how to switch off my "find my laptop" so they could order the keyboard. I thought I was just popping in and hoping they could snap the keys back on, and I didn't have time for an extended session. And then the guy helping me just didn't seem to know what he was doing. Finally I said, very nicely, "I'm sorry, but I don't think this is working out." That triggered him. He got really angry, slammed my laptop lid closed and shoved my iPhone toward me. He's like "Yeah, I agree. It's not working out. I think you need to go to the Apple store." Although I was the one who had been underserved, and was now being treated with rudeness, I tried to mollify him. "I'm sorry," I said. "This just isn't what I expected." He said again, louder, "Yeah, go to the Apple Store!" He was probably in his thirties but it was as if he was ten, throwing a tantrum, really petty. I'm conflict-avoidant so I left before it got any worse. I really question if he would have lost patience the same way with a guy.
So here I am, with a broken laptop, out $100, and having been insulted and thrown out. I can't help but think that if I had been served by Frank, the result would have been completely different. I just thought you should know what to expect if you get the wrong staff member, have too many questions, or challenge this particular staff member, even politely. read more