YES COMPUTERS

The customer service here was horrendous on multiple occasions. I bought a new Macbook from them in May, because Northampton’s closer to me than the Apple Store in Holyoke, and I like supporting small, local businesses. That experience was OK. However, there were some weird little issues with the computer, so I emailed them about it, late summer. No response, despite several follow-ups and trying different email addresses (from my receipt and on their web site). I called at one point, and was told by a frazzled employee who just wanted to get me off the phone that someone would get back to me. Nobody did. (I do not live close by so I’m not able to just pop in.) Getting into winter, I messaged via Facebook, and again was told someone would get back to me. Nobody did. I tried to follow up again more recently via Facebook, and the person responding gave me the owner's email address (despite my saying that they don't respond to emails), but not before being at least slightly condescending and blaming that day's snowstorm for the lack of communication (apparently not reading my messages that this had been going on for months). Then, inexplicably, I was blocked from their Facebook page. (The only provocation I can think of being that I was trying to get some answers while I actually had a hold of somebody, or maybe they were trying to avoid yet another bad review.) I went ahead and emailed the owner, Mark, anyway. A few weeks later and still no response. This place is a travesty the very concept of an Apple “Premier Partner.” Off to Holyoke I go!

They said: My computer had no viruses. My main hard drive was ok and they restored my software and data. Told me my second hard drive was bad and I should return it to the manufacturer. When I took the computer home: The data was not my up-to-date data, my passwords were gone, etc. I am moving to Maine and a friend there recommended a Mac repair company. They have repaired my computer. The main hard drive was badly corrupted but they have been able to restore much of my data. My second hard drive is fine. I'm so glad I have my friend to recommend help!!

I was very pleased, both with care and cost of service. And it was a local shop to boot. I am going to go to them from now on instead of the UMass campus store or the Holyoke store.

I told the sales rep what features I needed in a portable computer. What I really needed was a laptop and was assured the functions I needed I would have through apps on an ipad and that is not the case. At no time was I told I would not be able to return it if it did not work out. When I went to return it within a 14 day time frame, I was told by the sales rep they would not refund and to resell it on Craig's List. Apple's stated policy is customers are able to return an ipad within 14 days if you buy from them online or from an Apple registered reseller. YES IS NOT AN APPLE STORE. If you are not 100 percent sure that you want an ipad (or ipods or new computers for that matter), I would go to an official Apple Store. YES also will not exchange a defective ipad, ipod or new computer either and you won't find this out until AFTER you purchase a product and it is printed on your receipt in very small print and at that point, it appears according to their policy, it is too late. YES needs to tell customers purchasing ipads, computers and ipods UP FRONT that the sale is final BEFORE the purchase is final.

The staff was knowledgeable and they did have what I needed. The price was a bit high, but reasonable. However, during the whole visit (about 30 minutes) I was standing on crutches while the staff sat in a chair behind a desk to advise me. No one offered me a seat or assisted me in getting anything (like the part I was purchasing) or with the door. Not the end of the world, but not very good customer service either!