My recent experience with SMASHED IT, an electronic device repair service, and its owner, Nicholas…read moreKane, has been nothing short of a nightmare. I initially sought their assistance for a seemingly straightforward keyboard replacement on my MacBook Pro, but what followed was a series of disappointments, mismanagement, and poor workmanship, and lack of empathy.
Repair One - A Flawed Beginning:
I contacted SMASHED IT to replace my MacBook's keyboard, which turned out to be a grave mistake. The first repair attempt resulted in a faulty keyboard with keys like A&D malfunctioning, and a malfunctioning backlight. These issues forced me to delay my travel plans and incur additional expenses. What should have been a simple repair became an ordeal that cost me time and money.
Repair Two - A Further Descent into Chaos:
To address the problems from the first repair, SMASHED IT attempted a second repair. This time, they replaced the top case with a new one. However, the new top case had multiple scratches and dents, making my laptop look worse than before. It was evident that the quality of work left much to be desired, and I questioned the professionalism of this service.
Repair Three - The Rattling Nightmare:
The third repair was an attempt to resolve a rattling sound issue, a problem that should never have arisen in the first place. This was my final straw, as I was now overseas with no possibility of returning the laptop for yet another attempt. This entire experience led to a significant loss of time and money, and I couldn't help but feel let down by SMASHED IT's inability to get it right the first time.
Request for Compensation - A Hope for Fairness:
In the midst of this turmoil, after providing the diagnostic for the rattling sound, and advising that the overseas repair shop was kind enough to fix it for free, I reached out to SMASHED IT once again, requesting some form of compensation for the multiple inconveniences I had experienced. My expectation was that a reputable company would recognize the impact of their subpar workmanship on a paying customer.
Threats of Defamation - A Chilling Response:
What compounded my frustration was the initial response from SMASHED IT's owner, Nicholas Kane. Instead of addressing my concerns, and trying to find an immediate and amicable resolution, he met my dissatisfaction with a threat of defamation. He warned of legal action and the collection of legal costs, an astonishingly hostile response to a customer expressing their concerns and intentions to leave a negative review if a resolution can't be reached.
Final Response - A Display of Indifference:
In their final response, SMASHED IT, through Nicholas Kane, exhibited an astonishing lack of empathy and customer focus. They rejected my compensation request on the grounds that I had not incurred financial loss or inconvenience. What is even more concerning is their intention to publicly reference our email exchange in response to negative reviews. This tactic can only be interpreted as an attempt to intimidate and silence dissatisfied customers.
Their Final Email Response - A Public Declaration:
In response to my request for the removal of my full name from a public response, they instead posted a link to my full name on their website, along with a cherry-picked portion of our email exchange. Their disregard for privacy and their seemingly calculated move to create an SEO-optimized page in my name raise serious concerns about their ethical standards. The final email from Nicholas Kane notifying me of his link was:
"Hi Daniel,
You can read my response to your reviews.
Response: (link to their website under my name)
This is quite SEO optimised (see attached). Any future employer or GF will find this on a simple google search after about 2 months once it ranks.
SEO TITLE(as per image attachment): FULL NAME | DEFAMATION DEFENSE
SEO DESCRIPTION(as per image attachment): Defense for the actuations by FULL NAME relating to a repair in NZ, in which he demanded compensation without providing evidence
If this is a fake name then jokes on me
Laptop still working?
Regards,
Nicholas Kane"
Conclusion:
My experience with SMASHED IT and Nicholas Kane is a stark example of a business that fails to uphold basic principles of customer service, professionalism, and privacy. I strongly urge anyone considering their services to think twice and weigh the risks associated with entrusting your valuable electronics and personal information to a company that appears more interested in confrontation and self-preservation than customer satisfaction.
