Computer Heaven

unknown

I was there three weeks ago. I had a warranty. They take care of everything and they are very professional. I have never had any problems with them.

I brought in a computer with a virus problem. I was told the computer needed to be "wiped clean, windows reinstalled, then pay an additional $50.00 to preserve the existing files. Then, they pushed to sign me up on a maintenance program. I agreed to the price although I thought it was strange that the decision to wipe the entire computer and reinstall windows was made before looking at the problem. While in the store several other people came in with virus problems and they were all told immediately a complete wipe and re-installation was needed. Over the years I've had problems with viruses on several computers at home as well as office and rarely was a complete re-installation of the software was needed or suggested. I brought the computer home, started it up and immediately had problems. It seemed unstable, error messages would pop up and I had problems accessing my old information and programs. When trying to access a weather web cam site, the player wouldn't work. The site suggested that a flash file was missing and to "click here" to fix it. That only brought on a unwanted tollbar. The next morning a message stating that the windows that was installed wasn't registered and I had to bring the machine back in again. I picked up the computer on a Wednesday evening, and brought it back on Friday. I was told the computer was perfect when I picked it up and I had reinfected it, When I told them that the computer wasn't right when I picked it up and had spent a day trying to get it to function.they told me that wasn't possible. I kept the computer over the weekend, brought it back the next week, the windows was registered again. What seemed to be the manager asked if I had any other problems he asked if I would like to let them look back at it, A week later and many phone calls that were answered by a machine telling me they were busy I went back in to pick it up. I was met with an additional $45.00 diagnostic charge, told it needed to wiped clean and windows reinstalled and "would I like to sign up for their maintenance program" I reluctantly paid the $45.00 grabbed the computer and ran. A bit wordy but I felt it necessary to make my point. I've run a business for thirty one years. If I treated someone this poorly, if they came back in the next day with a problem with what I had just done and I didn't stand behind it (basically saying they were being dishonest) I wouldn't have survived a month! POOR QUALITY WORK HORRIBLE CUSTOMER SERVICE. There are too many other places to bring you computer problems to be subjected to this!

I brought them the computer and the new screen and was told it would take about three days. At the end of the third day they called me to say that the new screen didn't work. I asked them to put the old screen back in and they said that I could come pick it up the next day. I went back to the store the next afternoon, and was told they hadn't put it back together yet. It's about a thirty minute drive both ways to get to their store so I offered to wait if they could go ahead and take care of it while I was there. They said no. I didn't manage to get back to the store for several day. By the time I picked it up, they'd had my laptop for a full week, and they brought it out to me with a ziploc bag full of parts from my computer taped to the top of it. Apparently it was too much trouble to put it completely back together. The best part is I took the computer back to the third party from whom I had purchased the screen and it works just fine when someone with some intelligence installs it. Computer Heaven did refund the money I paid them after this, but the service was terrible and their techs are incompetent. This is meant to be a simple swap, there is an instructional video on youtube that shows you how to change the screens. I nearly did the job myself, but I decided to play it safe and take it to an expert, too bad there aren't any at Computer Heaven.

All went very well. Shane Carles was the technician. Communication and professionalism was top-rate.