PC PLUG HAWAII — Attraction in Honolulu

UPDATE: I am pleased to share that I received a call from Eric at PC plug shortly after I wrote this review, he was understanding and apologetic about my experience and invited me back with my laptop to see how they could "make it right". I expressed my immense gratitude for their gesture and when I did return to the shop to speak with them in person they continued to express their apologies and assurances that they would be happy to help me resolve the issue. I was so pleased just from their gestures, I offered to pay for the repair in full. Long story short, Eric sourced a replacement track pad for the laptop and replaced it back to working order; when I returned to pick up the laptop he told me "no charge". This is the first time i've ever experienced such a turnaround in customer service. My hat is off to the whole team at PC plug. TRUST is paramount when it comes to computer repair / services and if you are looking for a place you can trust and do the job right, these are your guys! PC Plug, I am very grateful for your service to me and I am eager to see what other buisness of mine I may bring in the future with you. for now, thank you very much!!! 💖

I brought in my original Surface Book (2016) in for a battery replacement. (The battery had expanded over time and was pushing the screen out which was a common defect for this model)

They did a great job replacing the battery (which is very difficult for surface products). However, I was informed when picking up the computer at the store (Not notified at the time it happened) During the repair my trackpad broke because it came loose and fell out of the body of the laptop while they were holding it upside down (The trackpad loose issue actually is also a common defect for this model).

Long story short, the track pad broke while my laptop was in their custody. When I picked up the laptop the guy servicing me spoke to me about it in such a way that he was expecting me to simply accept that this had happened even insinuating that I was already aware that it was broken. When I pushed back a bit telling the guy helping me that "The track pad was not broken when I brought it in" he fiddled with the computer for a bit but ultimately told me that it's not their responsibility because it's an old laptop. He told me "the touch screen still works :)" After that I sighed and just accepted it because I'm not the type to cause a scene over things like this and sadly I paid the price for it.

I was (am still) devastated because I brought the computer in to breathe new life into it and avoid throwing it away because they don't make these anymore. They did not offer to order a replacement track pad or offer to service the laptop further even for a fee, just waited for me to accept my damaged property and leave.

If I can offer advice to the business, don't take in old laptops or have your customers sign a waver. Perhaps do some research on the old PC for known issues. This computer might not have meant a lot to you guys when you worked on it (demonstrated by your attitude in the aftermath due to it being "old") but this PC is special to me and I looked forward to continuing to use it.

SO very dissapointed a huge mistep here, guys if you are reading this please call me and offer me a replacement used mouse or something because I am struggling trying to use this laptop (right now) without the trackpad and only touch screen. Please make it right if you are reading this. 🙏

I will update this review if they do...

ALL BASED ON MY PERSONAL EXPERIENCE AND OPINION

I brought my laptop to PC Plug Hawaii for a screen replacement. Within days, the screen started flickering and showing distorted colors — it eventually became unusable. Since I needed my laptop for time-sensitive work and no longer trusted the service, I had to purchase a new one (during lunch) and eventually disputed the charge. I won the dispute through my credit card company.

I didn’t receive any clear outreach from the business until way after the dispute was resolved. Keeping in mind that they could have fought the dispute on their end without having to wait for it to settle and later on text me.

On 7/24 I got a text — the first time anyone identified themselves to me.

They claimed to have left recorded messages identifying themselves, but later admitted no such recordings are available, even after confidently saying so and that they will forward it to me during our exchange on 7/24. Meanwhile, I continued to claim that I've never received any voicemail, text, or written message identifying who they were prior to 7/24. Given that, I had no obligation to respond to unknown calls.

The messages I did receive on 7/24 were emotionally distressing to me. When I asked how much was needed to end the uncomfortable conversation, I was given the screen payment amount — I paid it just to move on.

This review was never about the money. I wanted to let it go jut to keep the peace-- but how I was treated and the sudden shift in tone only after I paid again is really distasteful.

Even posting this review gives me anxiety, but I feel it’s important to share what I went through. I hope others have a better experience, but I can’t recommend this business...

I had the privilege of having my PC built by the best in the business, PC Plug Hawaii. The staff was exceptional at answering my questions, and it was evident that they genuinely care about their customers. Throughout the entire process, they paid meticulous attention to my requests and customized my computer beyond my expectations. Every time I come home, I’m still in awe that this incredible PC is mine. Being my first PC, I now understand the excitement others feel.

I highly recommend this shop. The staff is not only extremely friendly but also genuinely interested in their customers. They encourage you to come back, whether for casual conversation, questions, or concerns, making you feel like part of the family. If you want the best, they will take care of you—guaranteed. I am forever grateful for what they have done. Thank you for all your support and updates during this process.

I especially encourage all military personnel to come here, especially if you are new to the islands and don’t want to be taken advantage of. They are extremely fair with their prices, offering great value for your money. PC Plug Hawaii is one of the few businesses left that prioritize customers...