Computers R Us™ — Attraction in Kennesaw

Came to these guys a year ago to replace my keyboard after I spilled something on it. Keyboard started acting up again about a week ago for no reason and they won't even acknowledge that they did a bad job or ordered a bad part. But they're totally willing to charge me another about $200 for the same fix. For what? So I can come back in another 13 months, conveniently right after their one-year warranty expires? No thanks. I'll pass. Pretty sure they're trying to take advantage of people. Greatly disappointed and will not return. Will find another shop or just buy a whole new laptop for that price. But at least they have a cute dog!

I can't seem to reply to the reply, so here it is: The employee said the repair was done a little over a year ago. I assumed that was 13 months, not 15, so that's my fault, but 2 extra months is nothing for a new keyboard. A part like that should be lasting years, not just over 1. But a computer repair shop should know how long a keyboard should last without outstanding circumstances, right? I rounded up to $200, but you're right. I should be more accurate. It was just about $164. At no point did I say I wanted a free keyboard. I think a reputable business would do something like that if the diagnosis proved they were at fault, but since no proper diagnosis was done, I made no such suggestions. "it has been functioning with no issues for 15 months." That's why I asked you for help, but our comments that it was replaced by y'all a little over a year ago were ignored, so I have to assume y'all are refusing to acknowledge that something may have gone wrong, and again, without a proper diagnosis, I have no other way of knowing. Plus, since you spent the entirety of your reply making excuses and using emojis, I still have y'all's wrongdoing. Your employee did not thoroughly inspect the keyboard. He opened up a keyboard tester on Google, hit a few keys, and said everything was fine. So, he ignored what I said about it sometimes working and then not working. He did say that that probably meant the keyboard was starting to fail, but again, no proper diagnostic was done. I was just recommended a new keyboard and told a price for it, which makes me feel more and more like y'all are not reputable. I don't appreciate you insinuating that I lied to get a free keyboard I didn't even ask for. And I think you insinuating that speaks to your not-so-stellar character and how you run your business. Yes, I spilled something on my keyboard during the first visit; I was completely honest about it, and I was completely honest when we went again that literally nothing happened. This 1-star review is not unwarranted, and you saying it is unwarranted proves to me that you can't take criticism. Your shop did not handle my case well and has not treated me well Now, you guys have plenty of great reviews, so maybe I am one of a few people that had a repair go wrong and a terrible customer experience, but the fact that you can't admit any wrongdoing further shows me why I shouldn't come back. I don't need your approval to take my business elsewhere, and you telling me to take my business elsewhere after I already said I wouldn't return is just icing on the cake. You wrote multiple times in your reply that you are a small business. I just wanted to say that it feels like you're trying to laud that over me and everyone else. I applaud you for being able to run your own shop in this climate, but that doesn't make your money or time any more valuable than mine or anybody else's. That's why I respected your time by coming back to try and get a proper diagnostic. Finally, I wish to apologise for how snappy my original review was. I have had a rough few weeks and it came out badly in the first post, not that that is an excuse. I don't wish to delete it for posterity purposes, but I did feel the need to apologise.

So, I'll leave it with this: may your dog live a long...

Update 7/5- ah yes, lets get into this, I was curious as to how you were going to try to spin that conversation.

1. Yes, my apologies, it was a $45 diag deposit to hold the computer for a week.
2. We apparently have a very different understanding of what a "thorough diagnostics" entails.
3. Yes lets talk about that call, the associate stated that the machine needed to have a windows reset/reinstall for $85 to fix the problem, when informed that a clean install was performed prior to service the Rep then stated that the internal SSD (m2 sata) needed to be replaced. He quoted it at $150, said it was not something they stock and would have to be ordered.
4. I thanked him for his help but I was not interested in spending that much on a machine that had only originally cost me ~$300. I was perfectly fine with where we ended things at that point. Picked up my machine and went about my day. A. About a week later I figured Id replace that ssd as recommended, i. replacing the internal drive did not fix the issue. ii. the unit no longer worked on battery power. Battery no longer held a charge, interestingly enough, there was no problem with the battery prior to the "thorough diag"
5. Your sarcasm here is where you lost me on the phone conversation, it’s a 128GB m.2 sata drive. It Does not cost $150 and it takes about 30 seconds to put it in. if your "thorough Diag" didn’t involve removing the rear panel how "thorough" was it really? 6)Lets be real here for a moment. a) Your team couldn’t meet the initial promised time line, no one reached out b) Your team couldn’t accurately diagnosis the issue with the machine c) You gave a customer back a machine in worse condition then when you checked it in d) When confronted on a public forum you lashed out. At the end of the day, this thread shows exactly why I stand by this review, you obviously need that $45 way more than I do and I sincerely hope that seeing this stops others from making the mistake of dealing with your business.

Do better.

Update7/3- shortly after posting this review I received a call from "Damien" from a private number. If you're trying to resolve a one star review it's a good idea to not call the customer a liar, and insult their intelligence. This review stands. You obviously need that $45* more than I do.

Have a Dell 2n1 with an issue where the screen will randomly go black while using it. Brought it to them for diag. They charged me $49 up front, which I was fine with. The associate explained their process and said I'd hear something back mid week. End of the week comes and I finally hear something. They want to charge me $85 to reset windows. Which I had already done. Then he tells me it needs a hard drive. And wants to charge me $150 for a $30 hard drive. So I tell them that I don't think its worth putting that much money into it. I take it home. It sits for a week, I buy the hard drive they suggested and when I go to replace the drive I find out that now the battery no longer holds a charge. Tl:dr they didn't figure out the issue that they charged me to diag, and now the battery that worked fine when I brought it to them is completely dead. Good game you guys got me for $50. I will be sure to tell anyone I come across not to waste...

Unfortunately I will not be returning back to this store or buying anything from it. My fiancé bought a MacBook Pro from Computers R us in Jan. Within a couple of days of having the computer it started to malfunction. The screen showed graphic issues and some black screen. When my fiancé was finally able to take it in they advised the graphics card needed to be replaced. It took them a while to get the computer back to us but because they were nice and accommodating we decided not to return the laptop since it was still in warranty. After waiting a couple of weeks.. numerous calls checking in and receiving the computer back the screen and graphics on the computer still seemed to be off. We kept the computer but then after a couple of weeks the charging port of the computer started to fail. When the computer was plugged into the wall it did not Connect correctly. Since we bought the extended warranty we were on the verge of returning but the associates and store owner advised they could help and fixed anything that needed done. Feeling bad for a small upcoming business we decided not to return. Flash forward to July my computers is once again having issues. This time the issue is with the keyboard not working properly. I am not able to sign into the computer at all and the computer is very crucial to me completing my work and projects. My fiancé once again took the computer in to see if there is anything they could do. The associate said yes for an additional $75 but it would not be completed until Monday. I can not do Monday because I have an order that needs completed before then. We asked for the computer back and we would figure out an alternative way and they said they could do it by today (Saturday) and if not they would give us a call. Last time they told us a day we waited MUCH longer than what was advised. I was feeling very weary as this is a very important project for me and I needed the information from my laptop. Unfortunately we never got a call or update from the store on the process. It is now Saturday evening store is closed and nothing. I will be loosing money in my business and I am very unhappy with the customer service of this store. When my fiancé dropped the computer off they did not even give him a receipt or anything about them having our computer in there possession. I’m just in shock this is how...