Milwaukee PC - Appleton — Attraction in Town of Grand Chute

I recently used Milwaukee PC as a service to repair my laptop computer. I called ahead and made an appointment to drop off the computer, which was suffering a malfunction with the screen. I was told on the phone and in person, that the computer would be ready to pick up by the following Saturday.

When I arrived the following Saturday at 03:00 PM, the computer was not completed. In fact, the computer didn't even seem like it had been "diagnosed". I ended up hearing from a store employee later that evening and when I brought my concern of the computer not being completed to his attention, he told me that, "We never tell our customers when the computer will be finished, only when we should have it "diagnosed by." This same employee then told me that the computer repair would cost me $170.00 and it should be ready on Tuesday.

The following Tuesday, I waited until 03:30 to contact the shop. I spoke with an employee who informed me that the UPS truck had already come and the part for my computer hadn't come yet. I asked him if the computer would be finished on time as quoted and he replied that there was still another UPS truck coming and he would let me know. I never received a phone call.

The next day (Wednesday) at 06:00PM, I was finally contact and told my computer was completed. I went to the store and was charged $178.00 for the computer repair, no discount for the misquoted time given for the repair.

That evening I went to boot up my computer and now my computer is running very slow. It took nearly 15 minutes for the computer to get to the "Welcome" screen to password in. When I dropped that computer off, it took about 2 minutes... max.

All in all, I paid $178.00 and waited 12 days to get my computer back to me. I have spent all night running virus diagnostics and de-fragmentation software to see if that will speed things up any.

Now, in full disclosure I must say that the store was apparently doing a new "grand opening" at a new location in Appleton. This being said, there is NO REASON for this type of customer service. To tell a customer a job will be completed and then fail to complete the task not once, but twice is unacceptable. You can bet I will not be returning to them, nor will I be recommending this...

If only I could give a lesser rating... My children are currently attending school online due to the pandemic. The school district uses this company to purchase and distribute their laptops through (though the parents are financially responsible to the business for the laptops). I ordered the two laptops for my kids in September and when they hadn't arrived by the second week of October I called and left multiple messages for Tom (I've been informed that he's the only one who oversees this program). When I called again for the fourth time and was finally able to speak with him, Tom said I should have gotten an email with instructions on how to put my credit card on file for the laptops. I informed him that I hadn't gotten the e-mail and I was surprised to hear that the two laptops had just been "sitting in (his) office" this entire time only because I hadn't filled out this email. I asked why they let them just sit there rather than calling me to get them shipped out, and Tom stated to me that he had five other laptops on his desk for students whose parents didn't fill out the email and told me there's "no way" he'd have time to call all (as in all six of) those parents. After one month of use my daughter's laptop stopped connecting to anything - we can't get the internet on it, we can't get it to connect to the printers, etc. I called the business and again it took multiple attempts to reach Tom, but after I was able to troubleshoot with him over the phone he told me that the business would send us a new laptop with a postage paid box to return the old one in. It's been over 3 weeks now and we haven't received anything. This company is getting paid ($320 per laptop from my kids alone!) through the school and the parents to ensure kids have access to computers when schools are shut down and this is the quality of service they give?? As a parent homeschooling one first and one fifth grade student while working full time plus mandated overtime in public safety I don't have time to drive the four hours to the store (and back) to deal with this issue in person. Clearly this isn't a business who cares about quality of...

Let me tell you about my attempts to get a laptop screen replaced here.

It started well. I was quoted my price on a Sunday and told it'd be read in 3-5 days. No problem. Wednesday comes and I get a call saying "ok, we just ordered the part. Should be read sometime this weekend." A delay, but fine.

They call that weekend and say it's ready, then correct themselves and say they were actually looking at the wrong computer, and that mine isn't ready. Another delay and come confused communication. Now it's getting a little iritating.

Eventually I go in, and they say they the part isn't in yet, but that the definitely order it. A few days after that they say the part didn't ship and they're ordering it for real this time.

I then go to pick it up again, pay for it, then check the computer and they hadn't actually done ANYTHING to it. The crack was still right there on the screen. They promised to refund my payment and took it back (it's been 5 days and I still have no refund).

Today I went in because they said it was done for real this time. I picked it up. Looked good. I turned it on and the screen was flickering black.

It's been 2.5 weeks, multiple calls, and two false claims of it being fixed. I still don't have it. The staff is friendly, but that doesn't mean a lot when a simple fix has turned into a nightmare of terrible communication, lies about it being fixed, and days turning into weeks. They've offered a discount of about 35%, but I'd much rather have paid full price and gotten the work done more quickly and professionally.

Update: I was called by the owner, who responded below, for an update on the repair (everything should be done tomorrow; I'll update once everything is finished). I stressed that the money was still gone from my account, but he was adamant that I was mistaken, which he mentioned below as well. I then got another call back saying I was correct and that their void hadn't gone through. Add that to the list of frustrations and...