Information Technology Corporation - Apple Authorized Service Provider — Attraction in Paramus

Very lazy and sketchy repair shop. We brought in an iPhone 11 for a battery replacement, which went fine. A few weeks later, we brought the phone in to replace a display that stopped working, which the shop itself suggested after the battery was replaced.

After they replaced the display, FaceID and TrueTone were now no longer working. Normally, this happens if you use a non-genuine Apple display. In this case, Apple authorized repair shops make sure TrueTone and FaceID work by registering the new display as a genuine Apple part at the software level. According to them, because the phone now had "water damage", this wasn't possible because either FaceID or the logic board was defective (they had no clue why it wasn't working). Both FaceID and the logic board worked just fine with the original screen just ONE day before and there was never any water damage. If there was, they would've saw that when they replaced the battery a few weeks ago.

The tech who replaced the screen said that they "couldn't prove" the phone worked a day before, so there was nothing they could do. So, I spoke to the owner about the issue hoping we could resolve it professionally. He immediately got rude and started yelling, acting as if it was our fault they couldn't fix the phone. I asked them if they even tried using a new screen, and they said "Yeah, we tried that", even though I knew that was BS.

The owner didn't take ownership of the issue or the faulty installation and instead blamed us and the phone. They replaced the screen, ran some useless diagnostics, and then gave up. He didn't offer a partial refund and was hesitant to even give one when I asked. We paid $200 for a "genuine" Apple display replacement and got a non-genuine display with FaceID broken as a result. Avoid the stress and headaches we went through with this place and just go to the Apple store.

Also, the icing on the cake is that they ask for your password "to run diagnostics". In what world do you need someone's password to run HARDWARE diagnostics? The Apple store never keeps user passwords, and if they ever ask for one, they make sure you're present and enter it yourself. I can only imagine what they do once they get someone's password.

Update to Owner: No, the review is staying. You were polite the first time I called, but the second time I called, you started yelling about how we interrupted the repair process and that we didn't properly back our data up.

The FaceID was working before we brought the phone to your store. After we got the phone, it wasn't. One of your teenage techs either damaged one of the flex cables or the flood illumator/dot projector modules and you refuse to admit it. Also, nice job not addressing the fact that you guys ask for people's...

This place gave me a freaking headache. I DO NOT RECOMMEND. JUST GO TO THE APPLE STORE OR SEE A REPAIR GUY YOU TRUST. SO. This place was listed under the Apple Repair locations. It was my first time getting my macbook pro repaired so I thought they would for the most part follow the Apple store procedure and might even be less expensive. Wrong. They charge a $75 diagnostic fee if you don't go ahead with the reapirs and I think this is where they make their money. They are clear about this fee but I didn't think that I would not get the repairs but... After receiving a $566 quote to repair the trackpad and 525 GB SSD of my 2012 macbook pro I decided to do some research and call the apple store. Turns out Apple has a flat rate option where they will replace any additional parts they see that need to be fixed for no additional cost for older models, pass waranty. And where ITC charged $199 for labor, apple quoted me $80. ITC wanted to do a SSD repair instead of replacing the entire harddrive which apple recommended over this option and quoted me $110, a lot cheaper than the $229 SSD. Though, I give them leniancy with the trackpad ($89 compared to Apples $51) as they simply don't have those parts in stock and I can't expect them to, what really threw me was the poor customer service. They tried to deny that Apple's flat rate would apply to my laptop even though this is not true. And when I asked why they would not just replace the whole harddrive rather than going for an expensive part, making it clear that I was leaning towards not getting the repair done there because of the high cost, they did not answer my question, simply told me I could come get my laptop but would need to pay the $75 fee... which leads me to believe they don't need to secure customers, they make enough by putting on their little diagnostic show which mind you takes a whopping two days... I hardly believe this is true. Now I have lost valuable time and money. And if like me you didnt know, Apple's diagnosis is FREEEEEE. Don't let these people fool you. Go anywhere else. UPDATE Just got back my laptop last night. Turns out there was nothing wrong with my harddrive, contrary to what ITC told me, and all that needed to be repaired was the trackpad, so total cost of repair $130 (not including tax). And it was completed in less than two days, the time that it takes ITC to "diagnose" -_- I'm so glad I did not go through with the repairs here but it is so frustrating that they actually got money from me, nearly half of my repair cost, and this whole saga cost me...

I am a proponent of customer service. Hospitality is a virtue, and unfortunately, it was not extended to me as a paying customer when I arrived to pick up my device on Wednesday September 8, 2021. I had been driving for a while before I received a phone call from Mike telling me my computer is RFP (Ready for Pick-Up). When I arrived at the Information Technology Corporation in Paramus, NJ, I asked the front desk receptionist Sophia Galarza if there was a bathroom I could use. She did not answer my question, instead, she mumbled and responded to me by saying “Due to Covid protocols/restrictions, they can’t”. Someone is paying you $218.00 for a service they could have completed at any location other than yours, and you refuse to let them use your bathroom due to some made up policy? How about the fact that I also entered the ITC facility maskless? Is that not an ITC policy? Is the ITC following CDC guidelines as a business? Perhaps not, as Galarza was maskless as well.

I will never use this center again for service on any of my Apple Devices. This is not to criticize the repairmen who are responsible for getting my device up to date and operable again. My device is working as it was before it needed repairs, and I am satisfied with the repair, but severely disappointed with the service which is an extension of the ITC. This review is anything but an all 5 star experience.

As a principle, I am obliged to share my experience with the public. I appreciate the service @John Sagaria, but I was insulted by the lack of hospitality and dismissal Sophia gave me upon a simple request. Although I cannot cite the quote insinuating your company values its customers, posted to the right wall of your door upon entry of your facility, I can tell you this treatment was a...