What is four star service? What is five star service? From my hubby, the actual PC Laptop customer: 4 Stars means "Excellent". I retired 10 years ago, after teaching customer service for 25 years in the health care industry. My experience is that excellence is rarely seen or experienced. But I do recognize it and appreciate it when it does happen. 5 Stars? This takes going above and beyond a customer expectation. We purchased a laptop in October 2013, from PC Laptops' Sandy store. A large part of the sales pitch was their local service team. We had a problem with the laptop in late August 2014 and brought the computer into the Orem store. The service we initially received in Orem was worthy of one star. I rely heavily on my laptop and going more than a day or two creates tremendous problems. I left the store with my broken laptop in hand because I was uncertain if or when someone would even be able to look at my computer. Repair, if at all, seemed 7-10 days away. I decided to begin to pursue other options. This was not the service I was sold when I purchased the computer. PC Laptop management was made aware that we were not satisfied (because of the yelp* review) and that they fell short of the mark on customer service. That was when our experience changed. We were contacted by PC Laptop senior management. We were told that he was committed to turning our one star experience into a five star one. I had little doubt he would fall short of that goal. I was wrong. What is 5 star customer experience? I think if management can find a way to turn a negative experience into a truly positive one, they earned it. Senior management became involved in our problem. They called and reschedule a time for me to bring back my laptop and then hand walked us through the repairs, which were completed THE SAME DAY. Management not only found a way to turn the service experience completely around, they showed me that PC Laptops has a strong corporate culture of service to their customers that is truly rare. I became convinced that my single poor initial experience was an unusual one and one that this company simply finds unacceptable. So here is a five star "hats off" to PC Laptops for doing something I did not think could be done. They turned my one star service into a five star experience! read more

Let me tell you, you must SEE Matt for ALL your PC needs!!! Matt is freaking Amazing!!!! Yes, the PC's little pricey , but, it comes with Matt, it's all worth it!!! When you go, tell him that the shaved guy , who brought , his daughter laptop and took care of it in less than 10 min, sent yall!! read more

PC Laptops - Located in Orem!!! - IT Services & Computer Repair Near Me - Orem, Utah

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I had a horrible experience here and will not be returning. Halfway during July, my computer started to make a loud beeping sound whenever i turned it on. I brought it into the orem PC Laptops location immediately to get it fixed. (For some context, I use my computer for a lot of things. I use it for work, for my hobbies, and to stay in contact with a lot of people. Not having my computer makes my life incredibly difficult.) When I arrived, I spoke with helpful technician who told me that the diagnosis would likely take a few days because they had other computers in line before me. Totally fine. I get a call back about 5 days later telling me that my heat sink and fan array are in bad shape, and that I will likely need a replacement. They did not have a quote on the replacement part, so they told me they would call me back as soon as they got the quote. I call a few days later to double-check and see if they have the quote. They do not. About a week after that, they finally call me back to tell me that the quote is for $200. I decided to pay over the phone to get the part ordered. So far, things are inconvenient, but not entirely unexpected. About a week after the part is ordered, I give them another call to check-in and see how things are going. I'm told that they're unable to verify the status of my computer, because the technician working on it is not in the office. But, I can give them a call back, and that he will talk to me personally about how my computer is doing. I also asked if the part was received and never got a confirmation. I called the following day to ask for the technician, who again is not in the office. Because of a busy week, i was not able to call them until the following Monday to ask where my computer was. At this point, it had been a month since I gave them my computer, and I still did not know what its status was, whether they had the part, and I have not spoken to the technician once. After waiting on hold for nearly 30 minutes and being called back, they tell me that they "found" my computer and that they would "move it to the front of the line" and give it to a different tech. I asked for a concrete time that it would be finished by and they said that it would be done in the next two days. Two days later, on Wednesday, I called them back and asked, what was up with my computer. They said they hadn't gotten to it yet, and that they would make sure that it was done in the next few days. The next day, (Thursday) I call them back again and they said they had it opened up on a desk, and that it was being worked on at that moment. I asked them when it would be ready. They say it'll be ready tomorrow. On Friday, I call them again and ask if my computer is ready. They said, "technically it is, but we're running really important diagnostics on it right now, and those will not be concluded until tomorrow morning. Technically I could have picked it up, but I opted not to just in case. The following morning, I finally went in to go pick up my computer. I explained how frustrated and disappointed I was by the way I had been treated for the past month: constantly needing to call in to not even know what the status of my computer was, having them lose it, and find it only because I kept calling them to ask about it, never once speaking to my technician about my computer, and everything else. I told them that I was incredibly disappointed with my experience and that I was not intending to come back. I asked if there was anything that they thought they could do to change my mind. I was told to give THEM, ANOTHER call the following week to speak with their manager. I told them that I was not interested in giving them another call, and to have their manager call me instead. I have not yet received a call from their manager nor have I received any other sort of call to try and rectify this with me. Additionally, if the paperwork that they have you sign on your way out includes a small section where you write on a scale of 1 to 10, how positive your experience was at the time. I wanted to give them benefit of the doubt. I did not write down a number because I had not yet made up my mind on how positive my experience was or was not. However, the technician that I was speaking to sneakily wrote down 10 for me in the blank space when he thought I wouldn't notice. Overall, the customer service at this location is completely unacceptable and their way of dealing with frustrated or disgruntled customers is completely unacceptable. 1/10 would never recommend. TLDR: I waited for my computer for over a month for a simple issue that was fixed in 2 days when they finally got around to it. They lost my computer, and only found it because I had to keep hounding them to try and find out what happened. And when presented with the opportunity to remedy things, their manager neglected to ever give me a call back. 1/10 read more

My 4 month old Lenovo had a defective power switch. Best Buy gave me the run around and said it would take 2-4 Weeks to repair! My total protection apparently is total garbage! I went to PC Laptops and they took great care of me and they can repair locally! I have a Lenovo for sale! Thanks PC Laptops! I'll buy my future computers from you! I purchased 3-5 per year! read more

3 years ago I went to fixed my pc and they did a really good job but know I got a different pc and something was not working so the did a diagnostic and told me that my cpu was not working, cool. I went to pick the pc up but when they were showing me my my fans didn't turn on and I asked why the told me that they don't know so I took my motherboard to bestbuy and they told me that I cloudnt replace my motherboard bc the pins were messed up. I bought I new motherboard and then the I turn on my pc and got bitlocker for pc laptops so they made me to buy a new motherboard and a new ssd and made pay for the diagnosti and i waste so much time. horrible place ever. please. don't destroy peoples pc. read more

I Love PC Laptops ! They are all very helpful and friendly. we were still having a little problem after having work done on our computer, and couldn't hook up the printer to the computer. We called and got Sam who was Great. He got into our computer and was able to walk my daughter in law throught it very quickly. Would highly recommend Him ! read more

Had an issue with my PC and I took it to Best Buy 3 separate times and they couldn't fix it. Spent weeks-month on this PC. I believe the younger gentleman name was Bryson but he fixed my PC in under 10mins. Outstanding work and i couldn't be more grateful! 10/10 experience read more

Jacob was an amazing help, got me exactly what I needed and fast. Had a good scope of knowledge and helped us out.

went in to have a my PC cleaned and new thermal paste applied. Not only did they do it in less than 15 minutes they did it for free. They're great guys especially Christian. 10 out of 10 will definitely be coming back in future. read more

I initially was frustrated with a policy of theirs. The leadership reached out and had a cordial conversation. We worked it out and came to a mutually satisfying agreement. I can appreciate businesses trying to do the right thing. I'll be continuing to use their services in the future. read more

Came in today with an issue about CPU cooling fan for an older processor. Bryan helped me out and fixed my issue extremely fast! Highly recommend coming here! read more

I brought my HP Pavillion in to find out what the annoying clanging sound was. They told me it was the hard drive and needed to be replaced. So, I bought a new digital hard drive and had it installed for $100 cash. So worth the investment and the 4-5 day wait to pick it up! I have had no problems with the new digital drive, since! Thanks PC Laptops! read more

In my experiences from visiting the Orem store; i was treated rudely every time I visited. These guys pride themselves on their pc knowledge to a fault and have a negative attitude toward the homebuilder. They will try to use in store lingo and make you feel dumb, like you know nothing, then try to convince you to buy one of their over priced computers. GO ELSEWHERE, you'll be treated better. They were not trying to be my friend during my visits, and I could honestly say that they REALLY DONT LOVE YOU! read more

I went there For a power supply cable they told me to go look online, they wouldn't help me out but would be happy sell me a power supply unit for $100 that would have the cable in it. read more

Bought a new computer and two later had to replace a hard drive. Two weeks later it was making a noise like something might be going out again. Remarked that it was odd we had to keep coming back (???) Not treated well or believed and left standing and ignored hoping we would go away. Not treated well--maybe because we are senior. Strange that we are the largest consumers and have the most available money. read more

Brought in my old desktop to their outlet in Orem that I put together myself several years ago because it was overheating and I didn't want to deal with it. They fixed it for free even though I was expecting to pay. Then I bought a desktop from them and I was very happy, most computer manufacturers load up their computers with crapware you never wanted. This computer only had what I felt was absolutely necessary. I am very happy with their service. read more

I am speechless. Jackson and John....they need to be managers, if not receive corporate salary for the unbelievable service they provided! Get these dudes a raise! I was at first going to leave a 'meh' 3-star review because I brought my newly built PC in due to it crashing randomly and had to bring it in a second time afterwards. They found out my cooler wasn't working so they got a new one in for me. Brought it back home and I was sad to see that It didn't fix the crash issue. When I brought it in again, Ken, the manager said I would need to pay another $50 for diagnosis and their time. Then I got a call from Jackson and he is such a bro. He remembered working on my PC the first time and assured me that he wouldn't charge me again and he provided an update on what they found. I came in later that day and Jackson and John did their magic. They got me a HUGE discount on a new motherboard and processor. They were even mentioning going further for discounts and putting it 'on them' for me. I couldn't believe it. They were quick too. They got me out of there with a full functioning computer and around $200 of money saved. Respect. Go here if you need PC help. read more

After it left my first review, I was contacted by someone at PC Laptops on Yelp with an offer to repair my laptop. While this was a kind gesture, I have already taken my laptop to be fixed at a different company. A few weeks after I left the review, I started getting emails from the PR team asking me to change my review. When I didn't respond to my emails, they sent a public tweet to me on my twitter account. A few months later I received a friend request on my LinkedIn account, followed by another plead to change my review. Today I logged into my Facebook and found that I have a friend request from their PR guy. I can understand being upset by my first review but harassing me on all of my social network profiles, sometimes even publicly, is not an appropriate way to amend your reputation. If you want to get rid of my review start by changing your company policies to be less aggressive and more earnest. Bury my review under good reviews. If you provide exceptional service, people will take note. Nobody will care about one poor review if you have an overwhelming number of good reviews. I am extremely unhappy with the unprofessional and aggressive customer service at PC Laptops and will not be doing business with them in the future. I will not take down my review. Please stop contacting me. read more

We purchased a desktop several years ago from PC Laptops and it was time to upgrade. They gave us a reasonable quote for an SSD and additional RAM and an upgrade to Microsoft 10. Power supply blew up during the install, took out the new SSD and the CD Rom drive. They replaced all damaged components, put in additional RAM, and charged a fraction of the quote because they kept the computer much longer than planned. I'm a customer for life! read more

I took my Macbook here after being more than disappointed with the Simply Mac store up the way. I don't remeber who helped me, but he took time to look at my mac, update drivers, a little of this, a little of that. Boom! Fixed! Once it was working, I said, "Thanks, how much for that?" He replied, "Nothing." I now live in CA and I will buy my computer from here. read more

I dropped my laptop and ruined my hard drive. Still not happy about that. But they were awesome. Ty did a free consultation, figured out the problem, got me a new hard drive and installed all the necessary components for $300. Took a couple days but now I'm using the laptop and it's as good as new! read more

Wow - did I ever have an awesome experience at this store! I had a hard drive failing in my stepson;s laptop, so per my suggestion he purchased it's replacement. online. As I had done this a dozen times before, I was sure I could install a simple hard drive and load up the OS. However, the hard drive just refused to be recognized by the laptop. After hours of messing with it and no luck, I took it in the next morning to PC Laptops and explained the problem to Shad. I'm not kidding you - he went right to work and in 10 minutes had the problem solved. The hard drive had come formatted for a Mac. He simply reformatted and all was good. I tried to pay him for his help - but the wouldn't take anything and instead thanked my for my business and told me I was appreciated. Tell me - how often does a business treat you like this anymore? I love PC Laptops! read more

Great experience. Nick helped me solve the issue with my gaming laptop at no charge. He figured it out in seconds, and then helped me replace some of the thermal paste that was worn down from over-heating. I was very appreciative. Keep up the good work. read more

I had a couple of bad experiences over the last couple of years and was ready to walk away, but after the Orem store manager contacted me about the issues, he went above and beyond what I was expecting to make sure I was satisfied and taken care of. He did much more than fix the few problems I had addressed and really made sure their products and services were excellent. This is one of the best customer service experiences I've had in a while. I would happily recommend them to a friend and will definitely be going back when I'm ready for a new purchase. Thank you for the great service! read more

I spent days trying to find some affordable compatible ram for my dinosaur computer, people were welling used ones online for more than modern brand new ram sticks just because they dont make this generation of ram anymore. These guys found me the outdated no longer made hardware from another customers computer and just gifted it to me saving me a crap load of money. they were very cool, friendly and professional. Will be coming back here again. read more

PC Laptops - Pc laptops power! - IT Services & Computer Repair Near Me - Orem, Utah

EDIT OF EDIT: The reply to this review is actually in response to a positive review I posted two years ago, hence the discrepancy between the dates. A glitch on Yelp's part for sure. I know PC Laptops reads these, so if you're an employee and you're reading this, just know that the response below is unrelated to this post. Rating brought down to 1 star due to being ripped off on a new power supply. EDIT: Just took my 4-star review down to 2. I think they overcharged me on the PSU - the one they installed retails for $100 and they charged me $300 for it. People who have reviewed the unit online are having the same problems I had. I should've just told PC Laptops to remove the unit so I could buy a better one for less money. ORIGINAL: Took my new PC in because it died unexpectedly. They were able to diagnose the problem quickly (a dead power supply) and promptly replaced it. They even used new power cables and zip ties for cable management, which I thought was a nice touch. The Corsair 750W PSU they installed had bad coil whine, so I took it back in and they replaced it for free, which I appreciated. The second, although quieter than the previous unit, still emits bad coil whine when running demanding programs. This is too bad, seeing how they swear by the quality of Corsair PSU's. Although coil whine isn't necessarily harmful, it's extremely loud and annoying, as the tower is placed on my desk about two feet away from my ear. I may need to take my PC in one more time. read more

The PC Laptops store in Orem certainly lives up to the company's slogan. They really do love you! I have visited the store on several occasions and have always been greated enthusiastically by the staff. No matter how complicated my computer issues have been, the guys here at PC Laptops have always been able to quickly resolve them and send me out the door happy. The best part is that since I bought the desktop computer from PC Laptops, it came with a lifetime parts and service warranty, so the work they do on my computer is always free! I am extremely satisfied with the quality and performance of the computer I bought from them. I had no idea that a computer could be so fast until the salesman helped me customize the computer parts by part and showed me some of the newer technologies that have come out in the last few years. Where I used to dread using my old computer, I now look forward to every chance I get to use my new one. Thank you, PC Laptops! I will never go anywhere else, as PC Laptops has got me covered on all of my computer needs! read more

Update: very promptly following the posting of this review, I was contacted by three representatives of the store apologizing and trying to see what they could do to better the situation. I was skeptical at first if they would actually follow through, but not only did they plan to meet me whenever it was most convenient for me the day or two after, they refunded me for the poor service I received before, and Ryan, in less than 15 minutes, replaced my battery with a brand new one from the store and replaced the screen of my phone. He was outstanding and I was so impressed with the store's commitment to provide excellent service and take responsibility for the actions of their customers. -------------------------------------------------------------------------- There are a few really great things about PC Repair and a few things that made me not want to do business with them again. +They were one of the only places I could find in Provo that would be able to replace the battery on my samsung phone and of the few that are equipped to repair more than iPhones, they did it at the cheapest rate. -For that one simple battery replacement I had to come into the store 3 times and wait for too long instead of the one visit that should have been enough. Once because I called ahead and was told the hours of their specialist who could do what I needed, and the day I came she was gone. Another time because I came back the next day half an hour after the time she on the phone and the employee from the day before told me she would be there, I was told that she was actually about half an hour away from the store. So I left my phone with them and they said she'd be able to take care of it within 2-3 hours. A third time because I came back 3 1/2 hours later, and finally met the phone battery specialist...and she was swamped with other work and told me that she still wasn't finished, so I ended up having to wait in the store another half hour. +The staff was friendly and helpful and have created a useful, casual environment in the store. -Very limited times when I could get the service I needed. The only employee in the whole store able to replace the battery only works M-F in the (later) afternoons. Due to my work and school schedule, it was very inconvenient to find a time that worked with that limited availability. After all of this, the phone repairwoman looked at the package of the battery she put in my phone and noticed that it was dated in 2015, and mentioned that it might not run super well in that case. Then, as I was waiting even longer for her to put my phone's information in the system, she bothered to read the instructions on the battery and saw that you're supposed to let it fully charge all the way before using it. She didn't do that; just handed it back to me at the charge it came with instead of having thoroughly done her job in the first place and made sure i would actually have a battery that would run well and hold a charge--my original goal that I expressed clearly. On top of that, she made a large bubble appear on the screen and when I pointed it out and asked if she could fix it she said no. My actual experience of the few minutes in the store being helped (compare that to the hours of extra waiting and plans-changing) was excellent and that should have been all the time I required, but all in all RC Laptops simply proved to be underprepared and to provide inaccurate information. read more

I love this place. I love these guys. Seriously they are the coolest guys you'll ever meet. I bought a gaming laptop from here a few months ago and they totally hooked me up with an amazing machine for an amazing price. Unfortunately I got the unlucky one of the batch that had a few problems, but even then they did everything they could to fix those problems and make it even better. Tyler Riggs is the guy to talk to you if you go in, he won't hesitate to make your visit a pleasant one, or to make you happy with your purchase. read more

PC Laptops - Love this thing. - IT Services & Computer Repair Near Me - Orem, Utah

As promised they fixed the screen on my phone in just about 15 minutes. They were very polite and did a great job.

I recently wrote a poor review for this company, but they have since redeemed themselves. After my last review I was contacted by the owner and a district manager who wanted to right the wrongs I wrote of last time. They went way out of their way to make my computer everything I wanted it to be. I am very grateful for their time and effort and follow up calls. The customer service I received was great! Thank you to the Sandy store and management for being willing to make sure your customer was happy! read more

Pretty good shopping experience, price was higher than buying on-line or from one of the office stores, but service so far has been very good, equipment has worked flawlessly, excellent results in migrating data from old to new, as part of the price. They have been very helpful with integration of computer and windows phone....I like the no hassles, smart, helpful staff. At 4 months post purchase, I would seriously consider another purchase because of the service and support. read more

Lots of good reviews, but I wonder how much is just the joyous hype on the commercials. My PC Laptop computer was undoubtedly the worst computer I've ever owned. Service? Mine developed a terrible flickering screen, so bad I often couldn't tell if it was on or not. I took the computer in several times. They were cheerful and nice, kept the computer for a week and returned it each time still flickering. Eventually, after getting very little real use out of the thing, they offered to give me a $300 trade-in on a new $1500 laptop. Sheesh. The thing still gathers dust under my bed. I got a Mac instead and couldn't be happier. I don't know how the service is though, haven't needed it. read more

Went in for a hard drive mounting bracket to mount my 2.5" SSD into my desktop. The guys here hooked me up and it was honestly one of the best experiences I've ever had at an electronics store. read more

I love this place and Rolph is so amazing. He's been extremely helpful and the customer support is amazing! Huge selection and I would recommend this place to anyone! read more

Super friendly, Johnny and Trinity helped me out so that I had everything to mount my SSD in my laptop

Blake was able to get me a top notch quality computer, I apologize that this review took as long as it has, but this is what matters. PC Laptops was able to send me away as a VERY happy customer and their work on my tower was impeccable. I am very satisfied with the work. While there were some initial concerns, those concerns were not only swept away, but blown away and completely take care of. I will go back to PC Laptops for any issues that I may face because it is in their hands and I know I can trust them! read more

Ok so this is a review from about a year ago. These guys are awesome!! Received a brand new laptop as a gift and it wasn't charging. Took it to Best Buy and they wanted to charge $250 for diagnostic. No way! So I looked on the net and voilà!!! PC Laptops. Took it in they fiddled around with it for five minutes. BOOM!!! Problem solved. Nothing but static build up on the battery. (As you can tell I'm not too tech savvy.) The best part though, they charged me nothing! They just told me to give them a good review on Yelp. Here ya go guys! Sorry it's so late. If I still lived in Utah, I would go to them for everything. read more

After having a frustrating experience with Toshiba's warranty service I took my laptop in to PC Laptops to see what they could do for my cracked laptop. The assistant Manager Tyler Riggs took a quick look at it and managed to fix it in less than 5 minutes. When I asked how much it would cost, he answered that it was free. Next time I buy a laptop its going to definitely be from PC Laptops, they value quality over quantity and are honest and upfront. read more

I went to PC Laptops recently just to ensure I'd installed my CPU correctly since I'd built my own machine, and the technicians there were kind enough to take a look into it. In the process, we discovered that my power supply was been dead upon arrival. After receiving a new one, I was having issues booting, so I took it back in to Nic Niver, who had been helping me from the get-go. He did an excellent job of making sure that my system was set up properly and that I had everything I needed for my animation-related computer needs. He was incredibly friendly and personable and had my system up and running faster than I'd expected him to. I definitely plan on coming back to PC Laptops in the future when I build my next awesome machine :D. Seriously, thank you for all of your help! read more