Looks like they might be having some serious growing pains. Each time I stepped into the store they were telling someone else how they have so much work they've had to expand and hire new people. That might be a bad thing for them.
I took my laptop to get the charging port fixed on 5/16. They quoted me a price and told me it should be done in 3-4 days. A week goes by and I don't hear a thing so I went in on the following Monday 5/23. I talked to what turned out to be the owner, he seemed to scramble around to see what was going on with my computer. He came back and said my part had just came in that day and it should be another day or two.
Cut to Thursday 5/26, I call again and get what I assume is one of their new employees. I ask for an update on my computer and he tells me they're still waiting for the part to be delivered, the part I was told was delivered on Monday. I asked when the part would come in and he had no clue. I asked if they had a tracking number so they can check when it would be in. He said they didn't have one for it, which is ridiculous considering everything has a tracking number these days. He told me the owner had that information but he wouldn't be back for 30 mins. I asked to have the owner call me back when he gets back in. At that point he hands me to the manager who tells me the part had already come in that day and it should be done the next day.
I get a call on Friday 5/27 telling me my computer will be done around 1pm and they fixed a crack in the case with an epoxy, awesome. I go in around 1:15 and they tell me the epoxy isn't dry yet, it'll be another 30 mins. I go to lunch and come back around 2pm, still not done, have to wait another 10 mins.
When they bring it out they start pouring out the excuses on how it isn't their fault. It's everyone's fault but their own. The new people who they can't train on everything, their vendor who got backed up and couldn't get the part delivered on time, the manager wasn't in town for a week so nobody else could call, even though the owner was there.
My girlfriend came with me and we tried to explain to the manager why were upset. There was no communication. We wouldn't have been so upset if we got even one phone call explaining the part hadn't come in or it would be a few more days. We were quoted 3-4 days and it's been a week and a half.
They tried nothing to fix the situation other than more apologies and explaining why it still wasn't their fault at all. Charged full price and were told it took longer to fix than they thought and they fixed a crack in the case with epoxy and add thermal paste to help with the heat so if anything they were losing money on this repair.
Again, all it would have taken to get even 2 more stars was a simple 2 min call letting me know it would take a little longer than quoted. I appreciate the extra paste and epoxy but it doesn't fix the poor customer service. I understand they have a lot more business now, which is great for them but they may need to change how they quote their jobs or train their crew to call their customers at least once before the job is supposed to be done to update the customer. Looks like I'm not the only one who had experienced this type of customer service. read more
