ClickAway Tech Repair & IT Services Campbell — Attraction in Campbell

My 2 year old computer was running super slow so I decided to give ClickAway a call. I spoke with Kevin on the phone and explained what was going on. He told me that they would run a free diagnostic on my computer for me. I told him that I have very sensitive material on the computer and that I really did not want it wiped clean. He told me he would do his best. I was able to make a same day appointment for 12:30. After dropping it off and telling them my concerns again, I left. About 2 hours later a received a phone call telling me that they can fix my computer for $299 and keep all my information that was on it. + if I wanted a back up hard drive that backed up the my computer automatically they could set me up for an additional $100 "I think he said" I passed on the back up 5:30pm I received another call telling me the computer was ready. When I came in Kevin walked me through what he found "basically he said it just needed a good tune up. The store manager asked me how I herd about them, I told him that I had Google searched the shop he then asked if I had tried to Yelp search them because he would give me a $50 credit if I did, I told him "you know I'm a Yelp elite member but I actually did not search them on Yelp "feeling shame because I am a elite member and it did not dawn on me to use Yelp" he then told me, I'll tell you what I'll do for you , if you want I'll throw in the external hard drive and set you up for your computer to automatically back up at no extra charge. "Wow, seriously!!" Totally was not expecting that. So when all was said and done I paid the original price to fix the computer and basically comped me a hard drive and set it up for me. The next day I got a fallow up phone call asking if my computer was working as I expected. I said yes it works like new again and thanked them for a job well done. Note ClickAway is also Diamond certified for quality satisfaction and trust...

I brought in my Dell XPS 15 (9510) for a battery replacement. I've done upgrades like RAM and storage myself before, but I prefer not to deal with the electrical components.

Overall: While the battery replacement was done properly and the laptop was returned in good condition, the way the service was structured left a bad impression. The forced diagnostic, high initial quote, and inclusion of services I didn’t request made the process feel more sales-driven than service-focused. I won’t be coming back, and I’d recommend others shop around—especially if you already know what you need.

Pros: Communication was great throughout. I was kept updated on the status of my laptop. The battery replacement was successful—battery is back to full capacity and the laptop works as expected.

Cons: They wouldn't provide a quote without doing a free diagnostic first. That was frustrating because I already knew exactly what I needed. I understand the value of diagnostics when the issue is unclear, but in my case, it felt like an unnecessary hurdle that made it harder to shop around. My initial quote was about $1,000, which was surprising. I only asked for a battery replacement (part + labor) and a data backup. The quote also included two additional services I didn’t request: a comprehensive tune-up and a "gold membership." I declined the membership right away. The tune-up was based on a malware scan, but I already use Windows Defender and suspect the diagnostic flagged some of my own binaries. I've had to manually exclude them before, so I’m giving them the benefit of the doubt here. To their credit, I was able to opt out of the extra services without any hassle. That said, I strongly believe these should be opt-in, not added automatically. The quote was given over the phone. I think quotes should be provided via email as well, so customers can review them...

To the point, ClickAway is a rip off. They downgraded my brand new $1,500 lap top from windows 10 to 7 without my approval. There is no work order for this to be done as I never requested this. When they told me I questioned why they did this and they said I was familiar with windows 7. We all know 7 was to be obsolete in the next year, they PROMISED when that time comes they would do the upgrade for free. Eddy is their manager I have worked with him for years. I called this week to get this switched back, he refused to honor his employees word and quoted me $300.00. Did say he would not charge for their time. I said this is on you, your mistake, you fix it. I also asked him to provide me with the signed work order requesting them to downgrade my 10 to a 7 in which he could not provide as their is no request. I also gave him the name of the employee and he said he no longer works there. I explained I have his personal number for this exact reason, I will call him and have him verify the case. Eddy replied they would treat him as a customer nothing more, so they would not honor anything he told them. Eddy also told me they were not in the business to work for free. Really, I told him I don't run my own business to get ripped off. ClickAway created this issue, they should fix it. We ended the call with Eddy having to discuss with his boss to see how they would handle this and get back to me. He never did, it's been 5 days, I called him 3 days into this, of course he was in a "meeting", I could tell they were covering. To date, no call. This joint is a rip off, this is not the first problem I had with them. I called their competitors, they quoted me 1 hour of work $94. Take your...