Reboot Computers — Attraction in Salem

Looks like they might be having some serious growing pains. Each time I stepped into the store they were telling someone else how they have so much work they've had to expand and hire new people. That might be a bad thing for them. I took my laptop to get the charging port fixed on 5/16. They quoted me a price and told me it should be done in 3-4 days. A week goes by and I don't hear a thing so I went in on the following Monday 5/23. I talked to what turned out to be the owner, he seemed to scramble around to see what was going on with my computer. He came back and said my part had just came in that day and it should be another day or two. Cut to Thursday 5/26, I call again and get what I assume is one of their new employees. I ask for an update on my computer and he tells me they're still waiting for the part to be delivered, the part I was told was delivered on Monday. I asked when the part would come in and he had no clue. I asked if they had a tracking number so they can check when it would be in. He said they didn't have one for it, which is ridiculous considering everything has a tracking number these days. He told me the owner had that information but he wouldn't be back for 30 mins. I asked to have the owner call me back when he gets back in. At that point he hands me to the manager who tells me the part had already come in that day and it should be done the next day. I get a call on Friday 5/27 telling me my computer will be done around 1pm and they fixed a crack in the case with an epoxy, awesome. I go in around 1:15 and they tell me the epoxy isn't dry yet, it'll be another 30 mins. I go to lunch and come back around 2pm, still not done, have to wait another 10 mins. When they bring it out they start pouring out the excuses on how it isn't their fault. It's everyone's fault but their own. The new people who they can't train on everything, their vendor who got backed up and couldn't get the part delivered on time, the manager wasn't in town for a week so nobody else could call, even though the owner was there. My girlfriend came with me and we tried to explain to the manager why were upset. There was no communication. We wouldn't have been so upset if we got even one phone call explaining the part hadn't come in or it would be a few more days. We were quoted 3-4 days and it's been a week and a half. They tried nothing to fix the situation other than more apologies and explaining why it still wasn't their fault at all. Charged full price and were told it took longer to fix than they thought and they fixed a crack in the case with epoxy and add thermal paste to help with the heat so if anything they were losing money on this repair.

Again, all it would have taken to get even 2 more stars was a simple 2 min call letting me know it would take a little longer than quoted. I appreciate the extra paste and epoxy but it doesn't fix the poor customer service. I understand they have a lot more business now, which is great for them but they may need to change how they quote their jobs or train their crew to call their customers at least once before the job is supposed to be done to update the customer. Looks like I'm not the only one who had experienced this type of...

EDIT: part 2 of 2 is in pictures

Part 1 of 2:

I want to start off my review by saying the employee I spoke with tonight was extremely helpful. He listened to me, observed the problem, and made notes of everything. This is a review of my latest experience at this computer shop, and the lack of results I've seen.

I dropped my computer off Sunday, and since then I have been into the shop 2 or 3 times to pick up my "finished" computer. My HP Omen laptop was having 2 problems. 1st, the power cord appeared to not have a proper connection with the charging port. The charging light would often go orange, then turn off altogether. This would happen when we tried to plug in the computer and turn it on, but would also happen if the computer was just sitting there already on. Especially if we so much as breathed on the power cord connection to the laptop.

The other problem is that the computer would turn off as soon as I booted up anything that was performance heavy such as a game. Given these 2 problems started at the same time, I figured the 2 were related. The battery had been dead for years, so the only power source was the charging cord. It seemed likely that the computer was dying because it wasn't getting enough power and the power draw of the fans turning on or the power draw of the GPU, or something else that ramps up during playing a game was too much for the power cord or charging port to supply. In short, I thought the computer would die because there wasn't enough power being supplied to the computer. I also noted that when I pulled off the back of the computer, removed the charging port from the case, and plugged the power cord directly into the charging port, there was no wiggle. This showed me the charging port was loose in the laptop and needed to be re-glued.

Although I could have easily bought a new charging port and installed it with some glue, I figured it would be better to have a professional do it to check that the power draw issue wasn't somewhere else in the computer, and to make sure the right kind of glue was used.

Fast forward to the first time I was told my computer was ready. When they called, they said they had discovered the problem! The battery was dead. Well, I had already told them that when I dropped it off, so I figured I should probably head down to talk to them in person. When I explained the problem again, the employee said it was quite likely the battery being plugged in could be the problem because the battery itself was a power drain on the system, so if it's dead it's best to unplug it. This made sense to me, especially since I think the orange light on the charging port means it is charging the battery.

They also told me there was some signs of liquid inside the laptop so I authorized a $100 charge for them to remove the motherboard, inspect for water damage, clean the inside to remove all the signs of liquid damage, and put it all back with new...

Horrible experience. SCAM WARNING

These people are professional until they get your money. Took my tower in weeks ago to be looked at for a black screen crash. After multiple miscommunications, the shop told me the motherboard was bad and needed replaced but the GPU was fine and worked on other towers and motherboard was my only problem. After paying 275 for a 200$ marked up motherboard and a 75$ labor charge, I took the pc home to play games and test. After an hour or two the same problem occurred that happened before I took it in. I brought it in the next day to be looked at because they have a 6 month warranty on fixes (only plus) . They called me the following day saying that I have a GPU issue they didn’t recognize in the original diagnosis. Wouldn’t that be the first thing to check? If I’m having a video issue? Guess not. After speaking to the “manager” Edwin, he had nothing nice to say. Told me he “doesn’t have the technology to fully diagnose a GPU” well why wouldn’t you inform the customer of that when they bring it into “professionals”? He got very emotional very fast like a mental patient almost with me on the phone trying explain how they didn’t recognize it and there was no way for them to figure it out initially. Yelled at me “if you got such a problem with it you can take me to court!” I had to be the adult and speak in a mature way. I encourage the owner to look into this so called manager because he certainly falls short of the qualities a manager should have. I got my pc back from them after the childish conversation and now it won’t even boot up so it could have been damaged by the emotional guy before I picked it up. STAY AWAY !!!! GO...