Mr Notebook

unknown

Laptop (Dell) was not charging when plugged in. Accurately diagnosed problem with transformer in power cord; sold new power cord for a reasonable price. Then solved another problem without any charge.

In June after researching reports and talking to friends who have had to have their computers repaired, I dropped of my laptop. My laptop is about 5 years old and was running at a cripplingly slow pace. Upon walking into the shop, I second guessed my choice and should have gone with my instinct. The front room was organized decently but the back room where the techs work was visible and appeared in utter disarray: equipment stacked on the floor with little order apparent. The customer service desk was a bit messy too. I hovered in the front for a few minutes before anyone approached me. I gave the benefit of the doubt, thinking what the folks there may lack in organization, they make up in actual computer repair skills. The tech who took my computer said it would be a few days for them to run diagnostic and that they would call me when they knew what was going on. Then, two weeks went by without a single word. I called Mr. Notebook and the tech who answered the phone asked me which tech I worked with that day. I honestly had no idea; afterall, shouldn't they know who they assigned to me? I was put on hold for a few minutes. The tech came back on and asked me what type of laptop I had. Again, shouldn't they know this stuff? I did see them enter a tracking ticket when I first dropped it off. The tech got back on the phone and said and quot;We can't find your laptop. We think so and so has it, but he's not working today.and quot; Well, that was not something I wanted to hear: my laptop with personal info could not be definitively accounted for. I requested the tech locate my laptop and call me back since it was unsettling not to know where my laptop with my personal info was. He seemed to not understand my concern but said he would call me back. A full day went by and no call. I called the next day to inquire and the tech said, and quot;Oh, yeah, so and so had it with him.and quot; At that point I was pretty frustrated. Not once had anyone at Mr. Notebook called me back when they said they would and on top of that, my computer was MIA for a time and no one really cared. Total time we are at now with this process is closing in on 3 weeks. The tech updated me that they were still trying to figure out exactly what was going on with my computer and he'd need a few more days. He would call me when they had something. About a week goes by and I finally get a call my computer is fixed. I head to the store immediately. The tech who worked on my computer, Skyler, gave me the low-down that a few programs were in conflict. I went home and fired it up only to discover the sound drivers were non-existent. I researched to find out if this was something I could remedy at home and solutions I found online didn't work. I reluctantly took my computer back to Mr. Notebook the next day. The tech at the front desk, Dylan, took my info and called Skyler to the front. Skyler's response to Dylan telling him the sound drivers weren't working was and quot;whatever.and quot; He made no eye contact in my direction, shrugged his shoulders and walked away. That's exactly what customers want to see and hear. Dylan jumped in and said he'd look at my computer personally. He then started searching for my ticket from the previous day. He literally pulled what looked like a trash pile off the floor and was leafing through loose papers. After finding no paperwork on my computer he opened another ticket. One more customer service gold-medal moment. About 5-6 days went by and I was about to head out of town for 2 weeks. I really wanted my laptop back. I called Mr. Notebook and the tech said they were having problems getting the drivers loaded and they would try to finish it up before my trip. They did not. Two weeks go by while I'm traveling and no call, no update. I'm disappointed but not surprised given their track record on my case. The first day after I get back in town I head to Mr. Notebook asking for my computer. The tech goes to the back and I can see there's lots of scrambling and conversation. At least 10 minutes go by. The tech comes back out and informs me they are still trying to get the drivers loaded. What he said sounded exactly like the same thing I was told before my trip. He asks me to wait a few minutes and he goes to the back again. At this point, I see someone who appears to be a manager. I ask him if he is and said he's the manager for that day. I recap the entire situation: long delays, no returned calls, my 'missing' laptop, they're blowing away my sound drivers, and finally the only thing that seemed to prompt them to work on my computer was my showing up or calling. Mark, the manager, is empathetic but also chock full of excuses ... they had a hard time tracking my computer because no real ticket existed .... Dylan who was last assigned to my computer was on an offsite ... these driver things generally mean a full restore and no one wants to do that because it requires backing everything up, restoring and then loading everything back. I told Mark I had a remarkably better customer service experience at the P. Terry's the night before than I did here and that everyone at the P. Terry's understood customer service 101, which I doubted was the case at Mr. Notebook. Mark said they'd work on my machine (no fee, of course, despite that work being valued around $200) and have it to me that day, even if it meant they had to work after close. I told Mark I expected an update within 2 hours from him or I would be back to pick up my computer regardless of the situation. I went home and waited and for the first time in my entire dealing with anyone at Mr. Notebook, they did what they said. Mark called me back. They were still working on it but they decided on a solution and were in the process of implementing. An hour passed and I received a second call, informing me my computer needed one update I could kick off at home and it was done. Mark also told me he had spoken with the big boss and my experience highlighted a number of flaws in their processes and would be a topic for their Monday staff meeting. I picked it up, FINALLY and finally, it worked. I've had it back for a week and a half and all seems to be working well. As I look back at the experience, most of the techs were nice but had no customer perspective. Mark, the day manager, was responsive and I appreciated that, but felt at the point he jumped in which was ridiculously late, he should have realized that I didn't care about excuses and I only cared about resolution. At the end of the day, even if the process had taken long (not as long as this) I would have been ok had the techs at Mr. Notebook just kept me informed and hit the dates they said

. I had broken the LCD screen, the monitor on my Lap top computer and I had an estimate from manufacturer that it would coast somewhere between $350 and $600 to repair and that would be after I sent out to them and I would be without a computer for 4 to 6 weeks. Then I went to Mr Notebook. They had this item in stock. They repaired it while I waited and I was in and out of their place within 90 minutes. They were very helpful generally in talking to me about the computer. I thought their price was reasonable, the staff was knowledgeable, they were easy to talk to. They were not condescending. If anybody needs to be condescended to about the internet and working on a computer it would be me. I would go back to them. I highly recommend them.

These guys were terrific--spent at least half an hour with me, found the problem, fixed it all, and....NO CHARGE!

Mr. Notebook did an excellent job. My laptop worked well afterwards and has continued to perform well. This was the second time I used them and I'm very satisfied with their service. My computer was in their shop longer than I would have liked, but that was only because they are so busy.

I called ahead and was told it would probably be a keyboard replacement, would probably cost about 50 bucks, and would take about 5 minutes. When I got to the store it was busy, but someone helped me within 2 minutes of entering the store. Brandon didn't say much, but found the problem very quickly, told me I needed a new keyboard, and replaced it. It cost $50 and took about 7 minutes (he apologized for the 2 extra minutes.) Easy, friendly, reasonably priced service. Perfect in every way!

At first we couldn't access any websites that required any type of login. By the time we took it to Mr. Notebook, we couldn't get on any websites despite having a strong wireless signal and decided to take in it on a Saturday. We didn't realize that they closed at 4 on Saturdays and showed up at 3:54! Nonetheless we got great help. They helped us find the right laptop for what we needed and tried to diagnose the other laptop on the spot. When they realized they couldn't fix it right then and there, we left it to be worked on. We now have two great working laptops-the one we bought (which I am using now to write this report) and the one they fixed.

Very pleased at their courtesy and doing it for free, although I was happy to pay!!! They've hooked me up as a customer; I'll be back for all my notebook fixin' needs! Thanks!

The service was great and friendly. They were open and honest about the price, before they did any work, and then completed the work quickly and satisfactory.