Macpro Connection

Dropped off nonworking MacBook for service. Had used MacPro for a similar repair on the same computer just 10 months before, and thought they were okay - not great, but adequate. Was fairly certain that the machine needed a new hard drive, but the employee who took the computer thought it "might just need a software reinstall, which means it could be finished in just a few days." Turns out, the "pro" was wrong, and our initial hunch was correct, which I found out when I called to ask about the machine after not hearing anything for a week. I was told it would be another 5-7 days before they would receive the new hardware and install it. After another week, I called MacPro in Richmond, knowing that the company is based there and the Charlottesville store is just a satellite. By chance, I spoke with the owner, who was very responsive. He said the job never should have taken that long, apologized, waived the diagnostic and labor charges, and told me that the computer would be ready for me to pick up at 11:00 the following morning. I later received a call from the Charlottesville location, stating that the machine would NOT be ready the following morning, and that they would call me when it was ready for pickup. A full day and a half later, after hearing nothing, I finally called and was told that the machine was finished and I could come pick it up. This was a Friday afternoon, and it was clear they had no intention of calling me before Monday morning. At this point, they'd had my computer for 19 days! When I attempted to pay the $109 promised me by the owner, I was told that I needed to pay an additional $37. I suggested they call the owner to discuss. Reluctantly, the clerk called Richmond. The owner was unavailable. I offered my credit card repeatedly, told them to charge it for the $109, and that we could settle up later if the owner agreed with the additional charges, which in my opinion were pretty nominal. After about 10 minutes of ridiculous dickering, I left a card with my cell phone number, picked up my computer, and walked out - expecting to hear soon from a more intelligent soul who would apologize and tell me politely how much I owed, which I would be more than happy to pay. The following Monday afternoon, I received a call from the Charlottesville store manager, who knew nothing other than that I had "stolen" my computer without paying. Just like the clerk, he refused to take my card for the price the owner had promised, insisting that the matter would not be settled unless I paid an additional $26.40. Again ensued the same stupid conversation I?d had with the clerk, with me repeatedly offering to pay the price the owner had promised ($109), and requesting he hold off on the additional charges ($26.40) pending the owner?s opinion on that matter. When he became abusive, I hung up, went to the bank, and had a certified check cut for $109. I returned home later that afternoon to three rambling phone messages from the store manager. The messages were absurd, but if taken seriously, the underlying tone was abusive, insulting and threatening. In short, stay away from this store. These people, while perhaps adequate technically, haven?t a clue about professionalism, customer service, or decency. The employees, at best, are arrogant and rude. At worst, they are scary.

Look, I went out of my way to support the little guy - the local business. Instead of politeness in return, I was treated rudely because I knew my computer had a problem they couldn't seem to find. Apple agreed with me and the problem turned out to be a software issue, rather than the hardware problem MacPro Solutions kept testing for. They could have admitted their shortcomings - I would have been satisfied. They could have been a tiny bit contrite - I would have been satisfied. Instead, they were arrogant and they have lost a repeat customer. Oh, and they could have waived the $50 service fee for an analysis that AppleCare did for them over the phone. A week of delay would have been avoided simply by contacting Apple with the case number I provided. The whole experience was very, very disappointing.