**Do not go here! TAKE YOUR DEVICES TO UBreakiFix in COLORADO SPRINGS INSTEAD- true professionals. **
Dropped off a Microsoft Surface Pro Studio. Had to reach out to them multiple times to see if it was ready. First, they said they needed to wait until their...
Read More**Do not go here! TAKE YOUR DEVICES TO UBreakiFix in COLORADO SPRINGS INSTEAD- true professionals. **
Dropped off a Microsoft Surface Pro Studio. Had to reach out to them multiple times to see if it was ready. First, they said they needed to wait until their expert got in the next day. Then they said they were going to order two parts that wouldn’t get in for five more days, but admitted they hadn’t even looked at it to diagnose problem. We asked to just do that before waiting for any parts and they did , and they do after this conversation. They learned it was a rare part a they couldn’t get it in without purchasing over seas and significant delays (not their fault, but based on our description of the issue they could have been upfront about this).
When we got the machine back, there was visible bending damage along the edges and bottom of the computer clearly made by a tool they used to pry computer open and now it doesn’t seal or close fully. On top of that, the original issue is far more exasperated after they “tried to fix” it than before. The device is in far worse shape coming away from this store than it was going in.
All along, it seemed as though they were not familiar with this device and over promised their ability to repair it. We felt as though we were getting the run around the entire process. I would not use this store again based on the state of the computer, the lack of communication throughout the process, and a general inability to communicate their knowledge limitations with this device upfront.
UPDATE: After escalating to regional manager, the company took no responsibility and just pointed to contract. Store manager rationalized after the fact that “damage to the device is inevitable if opened up”. Basically, they didn’t admit they weren’t skilled enough to repair the computer (but advertised otherwise) and worked on it anyhow and then caused nearly $400 more damage to the exterior.
They offered a screen protector as a condolence prize after escalating and fell back on the contract that waives any liability. Nothing to make it right for their errors when they could have just turned us away and said they don’t work in these types of computers.
**We took the device to UbreakiFix instead and they repaired the original problem as well as the damage CPR incurred. Excellent customer service and communication**
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