Laptop Guy

unknown

unknown

There was one person working the counter when I dropped the laptop off. Their network was down so he was doing everything slowly. There were two people ahead of me. I waited approximated 45 minutes, explained the problem and left my laptop with no money up front. As stated above, I had to pay the $672 up front and kept in contact with them at least once or twice a week (I called them, they didn't call me) for an update. No part in yet, even though the HP parts store had my motherboard in stock for $400, ready to ship. I requested a refund and that I would go to Grove City to get my laptop back. I was told to be there after 12 noon the next day. I got there at 1pm and still waited another hour, then there was a screw missing and fingerprints all over the LCD screen. They replaced the missing screw after I pointed it out. I signed a form for the refund request and asked for a copy of it, since no copy was offered. The "reception area" looks like they just moved in, 8 months ago.

After reloading the operating system twice, they performed more diagnostics. Found a cracked motherboard. While the cost to repair was reasonable, decided to scrap the laptop because it was over 3 years old. They waived all charges if I gave them the old laptop. Otherwise, they would have reduced the diagnostic fee to only $29. Very reasonable and fair with pricing policy. Diagnostics performed within the quoted time frame.

The initial experience was good. I received several phone calls advising me on the status of the repair. These phone calls slowed down after a while. My main concern is that the laptop is in worse condition now than it was before I took it in for repair. The salient facts are as follows: (a) I did not report a problem with the screen when I presented the laptop to their retail staff. (b) The retail staff did not report a problem with the screen. (c) The service techs did not report a problem with the screen, even though they subjected it supposedly to intense diagnostic testing, and (d), the screw mix up was evidence of shoddy workmanship. Given these facts, I believe I have good reason to think that The Laptop Guy is responsible for the faulty inverter. I asked TLG to replace the part at no cost to me. They claimed that they could not be the cause of the faulty inverter and refused to accept responsibility. This is not acceptable.

From the first encounter when I took my laptop in, I found the employees to be extremely helpful. I am not a very experienced computer user and each person was patient and very tolerant of my ignorance. When I came to pick up the laptop, the sales person not only demonstrated to me that it was fixed, but also helped me to reset my log on and password, and helped me to put files in an easily accessible area. Although I hope my laptop is okay for a long time, I would definitely return to this company if I had a problem in the future.

I can't tell you how the repair work was because the laptop was lost in shipping. I am still unclear as to what happened (I think it may have been stolen off the shipping dock or something like that), but when it didn't show up I began to get the run around. I saw the CEO's replies to some recent negative posts where he gave his cell phone number and called him directly. He was very helpful and resolved the problem by sourcing a new laptop for us very rapidly. I am just thankful that we didn't have any sensitive data on my son's laptop. Todd gets an A in responsiveness, the customer service rep took a little too long getting back to me at times. I would hire this company again only because I know if I have a problem, Todd will make it right.

The gentleman who took my laptop when I took it to the store suggested that the work would be done within three days. It took three weeks. In the meantime, while the individuals I spoke with at the Grandview shop and on the phone were courteous, the automated phone system and communications with the repair facility were awful. The repair shop left several garbled messages on my home machine. This which required me to work through the phone system only to leave more messages (including my cell and office phone #s.) These calls were returned to my home phone, so it took three days before I spoke with someone. He he seemed confused as to why I was calling, but told me they needed to order a new powerpin. I approved this, but a week later when I called to see what the status of my repair was, they hadn't ordered the part yet. I hope these are just the growing pains of a local company going national, because their prices are good and the repair work was capable.

I did not enjoy working with these people. They were brusque, unwilling or unable to explain either the problem or the solution in sufficiently non-technical language that I could understand and make an informed decision about what to do. They were also extremely busy for the number of people they had working when I came in, and therefore I ended up wasting a lot of time just waiting around in the store.

I was disappointed with the customer service rep. I dealt with. He seemed unable to explain to me the diagnosis and was inaccurate in his communications - including telling me that my lap top would be sent to the Westerville store and ready for pick up, and when I got there it wasn't there!

THE MAIN CONCERN I HAD WAS JUST HAVING SOMEONE CALL ME WITH AN UPDATE. I CALLED AFTER 3 DAYS TO SEE WHAT THE PROBLEM WAS, AND WAS TOLD THEY WERE STILL RUNNING TESTS, AND THAT THEY WOULD CALL ME THE NEXT DAY. NO RETURN CALL, SO I CALLED AGAIN. OTHER CONCERNS WERE DUE TO THE HOLIDAY AND DEADLINES, I COULDN'T CALL BACK RIGHT AWAY ABOUT THE LINGERING CONCERNS REGARDING START UP, SO I CALLED A WEEK LATER. ALMOST A FULL DAY AND STILL NO RETURN CALL. THIS IS MY WORK COMPUTER (WORK FROM HOME), SO I PREFER A PROMPT REPLY, AT LEAST A CALL BACK WITHIN THE SAME DAY. ALSO, THE DOGS IN THE LOBBY ARE GENTLE AND SWEET, BUT THEIR HAIR COVERS THE LOBBY FLOOR AND IT SMELLS KIND OF DOGGY (WESTERVILLE SHOP). IF YOU'RE ALLERGIC, THINK TWICE. ALSO, ONE DOG URINATED IN THE MIDDLE ON THE CARPET. I POINTED IT OUT TO THE REPAIR PERSON, OTHERWISE NO ONE WOULD'VE KNOWN. ALSO, THEY SHOULD KNOW SOME PEOPLE ARE AFRAID OF DOGS.

I TOOK THE COMPUTER THERE ON WEDNESDAY AT 2 O'CLOCK AND WAS CALLED THE NEXT DAY (THURSDAY) SAYING THAT IT WAS COMPLETED. THE TURN AROUND TIME WAS ABOUT 24 HRS WHICH WAS AMAZING. I WOULD HIRE THEM AGAIN IN A HEARTBEAT AND HAVE RECOMMENDED THEM TO OTHERS. I WAS SO IMPRESSED WITH THE SERVICE! THEY WERE ALSO VERY HONEST AND OFFERED OTHER SOLUTIONS RATHER THAN JUST CHARGING ME MORE MONEY. IT IS ABSOLUTELY BEAUTIFUL. I WOULD GIVE HIM AN A+++ IF I COULD. I CANNOT REMEMBER THE LAST TIME THAT I WAS SO PLEASED WITH A SERVICE.

VERY SATISFIED WITH THE WORK COMPLETED. I THOUGHT I WOULD NEED TO REPLACE THE LAPTOP, BUT THE OS UPGRADE HAS TRANSFORMED THE UNIT INTO A VERY RELIABLE SYSTEM. WORK WAS COMPLETED PROMPTLY AND PROFESSIONALLY.

THEY ANSWERED OUR QUESTION, BUT WE WENT WITH THE GEEK SQUAD.

GOOD WORK. SEEM TO REALLY KNOW THE LAPTOP FORMAT, AND WAS QUICK TO RESPOND TO MY NEEDS.

IMMEDIATELY SOLVED PROBLEM. HAD MULTIPLE SOLUTIONS. STAYED PAST CLOSING. FINISHED JOB AS WELL.

WE HAD A VERY GOOD EXPERIENCE WITH THE LAPTOP GUY'S WESTERVILLE LOCATION. THEY WERE VERY RESPONSIVE TO OUR QUESTIONS AND PHONE CALLS. WHEN WE WERE MISSING NEEDED SOFTWARE, THEY WENT OUT OF THEIR WAY TO ASSIST US. PRICE WAS EXACTLY WHAT WAS ESTIMATED.

THEY HAD THE COMPUTER READY WHEN THEY SAID THEY WOULD. ONLY PROBLEM, I AM ALLERGIC TO DOGS AND THEY HAD TWO GERMAN SHEPARD DOGS ROAMING THE STORE.

I'D GO THERE JUST TO VISIT WITH THE OWNERS' TWO DOGS. THEY HAVE THE RUN OF THE PLACE! VERY FRIENDLY.

THE ''LAPTOP GUYS'' PROVIDED EXCELLENT SERVICE AT A REASONABLE PRICE. I NEEDED SAME DAY SERVICE - WHICH I COULD NOT FIND ANYWHERE ELSE IN THE LOCAL AREA. THEY FIXED MY LAPTOP WHILE I WAITED AND CHARGED A VERY REASONABLE PRICE. THEY WERE PROFESSIONAL - THEY EXPLAINED THE PROBLEM AND WHAT WAS NEEDED TO FIX IT - AND HAD MY PC FIXED WITHIN THE ESTIMATED TIME FRAME AND FOR THE ESTIMATED COST. NOT SURPRISING THAT THEY ARE SO BUSY. ALSO - FRIENDLY DOGS KEEP YOU COMPANY WHILE YOU WAIT

THE SERVICE IS ALWAYS PROFESSIONAL AND EXPEDITIOUS. THE ADVICE IS TOP-NOTCH.

THEY GOT MY COMPUTER UP AND RUNNING AGAIN. INSTALLED ALL THE DRIVERS, ETC. GAVE ME THREE DAY SERVICE FOR BEING AN ANGIE'S LIST CUSTOMER. WHEN I ACCIDENTALLY MESSED UP SOME FILES, THEY FIXED WHILE I WAITED. LATER EMAILED TODD TO INQUIRE ABOUT THE COST TO CORRECT AN ERROR MESSAGE ON MY MACHINE. HE EMAILED ME RIGHT AWAY THAT IT WAS A BATTERY ERROR AND WHAT THE COST WAS TO REPLACE IT. WHEN I WENT TO HIS SHOP, HE REPLACED IT IMMEDIATELY AND SAW THAT I COULD UPGRADE MY COMPUTER MEMORY CHEAPLY, AND INSTALLED THAT AS WELL. I WAS VERY PLEASED WITH THE SERVICE.

I LOVE THE CONCEPT & THE HELP THEY ALWAYS PROVIDE & MANY TIMES IT IS JUST THEIR HELP (WE LEARN WITHOUT COST)!!!

KNOWLEDGEABLE PEOPLE WHO DO EXCELLENT WORK AND APPEAR TO BE THROUGH. I ENJOYED THE WORK THEY DID.

THEY WERE VERY POLITE AND RESPONSIVE. THE CONNECTOR ON THE BACK OF MY LAPTOP WAS NOT FITTING PROPERLY WITH THE OUTLET CORD. THIS PIECE IS KNOWN TO BE A PROBLEM ON SONY LAPTOPS BECAUSE IT IS A WEAK CONNECTION. I WAS NOT COMPLETELY SATISFIED AFTER A FEW DAYS AND I TOOK IT BACK. THEY IMMEDIATELY LOOKED AT IT AND RETURNED IT TO ME AFTER A SECOND LOOK. THE CONNECTION WORKED VERY WELL. THEY ADVISED ME THAT IT WILL NEVER BE AS STRONG AS WHEN IT WAS NEW, BECAUSE THE PIECE WHERE IT CONNECTS TO THE MOTHERBOARD HAD DETERIORATED. ALSO, THEY GAVE ME AN ESTIMATE ON THE WORK AND THE FINAL COST WAS THAT EXACT PRICE.