I heard very good things about Mission Repair which is why I chose to get my laptop repaired by them. My ASUS computer is a couple years old and my issues included a fan that would always run even if the computer wasn't hot and a screen that flickered every so often when I would open or close the laptop. I was told once the parts were received, it would take only a couple hours to fix.
When I first came in, the owner dealt with my laptop and explained to me what the potential issues were. I was charged $60 for a diagnostic fee on April 1, 2019. I left my laptop and they called a week later on April 8 to tell me what the cost was for the repair, which was $192. I came in immediately the same day so they could order the parts and get the process going for my laptop. They gave me an estimated time for when the parts would come in. My initial receipt said the ETA was April 28 - May 13. They also forgot to give me the receipt breaking down the cost of the parts so I could send it to my insurance, so that had to be emailed. I'm not sure why, but the receipt that was emailed had an ETA of April 29 to May 29. The ETA was written down with a pencil and the May 29 looked like May 20.
I first called May 15 (when I thought it was passed the ETA) wondering why my laptop wasn't ready, and the gentleman on the phone said he was surprised the parts were not in yet but they should come in "any day now". I was never notified that I was calling in prematurely, so I continued to be frustrated that my laptop was not ready by the required date. Later that week, I looked at the emailed receipt and saw "May 20", and I was confused why it was a different date but figured I should wait until that date passes to call again. A few days after May 20, I went into the store to talk to them in person. They said they didn't know why it was taking so long and thought the due date was May 20 when I showed the written receipt. Again, they said it should come in "any day now". They said they would call me back when the technician came in, which wasn't until 2 pm. When they called me back, they said the technician wasn't sure either but they could try and track it for me. I asked them to call me back on my cell, which they did not and proceeded to call me on my home phone and leave a message with the tracking number. The tracking number was a China post number and it said the package could not be found.
I continued to become frustrated so I emailed the owner who had taken in my laptop initially. When he responded, I found out he was across seas on a trip but he was very cordial and explained to me that the final ETA was May 29. I told him that not one of his employee's corrected me on the ETA. He said once that date is up, he can refund me and even give a discount for the service right now since there has been such a lack of communication.
On May 31, I emailed the owner again because I had not heard from anyone at Mission Repair. When he replied, he told me the package was stuck at customs for 3 weeks and the package had been delivered May 29, yet no one had contacted me. I would have hoped my laptop would have taken priority on May 29 or at least May 30 since it was past the due date. In the email, the owner also told me they had to check the package for any damages, which of course it turned on my package was damaged. This made me think that this has happened before.
The technician at the stop tried to use the damaged part but it did not work, so they said they would have to reorder the part, which may take another month. I called the store and I was extremely upset, and they told me I could get a refund if I would like and take my laptop elsewhere. I told them regardless I was coming to pick up my laptop because it was never un-usable and I was still in school at the time since I am in a health care professional program and needed my laptop back. When I went to go pick up my laptop, the technician had not put the laptop back together, so clearly no one had passed on that I was picking it up, and I had to wait an hour for him to do that. Furthermore, I asked the technician if I stayed with them and waited for the part, I wanted to get a discount. He said he would have to confirm that with the owner, which is absolutely ridiculous that no one in the shop can authorize anything without talking to the owner first who is a completely different time zone. The technician was completely unapologetic. When I asked about the part for the fan which is an easier fix, the technician didn't know what I was talking about. I was refunded the $192 but not the $60 diagnostic fee. When I came back to get my laptop an hour later, I checked in the car to make sure the screen worked like it did before, which it did. When I got home however, I opened it again and it made a cracking sound and the screen wouldn't turn on. So my laptop was in worse condition than when I brought it in. read more
