Gadget Guru - Columbia — Local services in Columbia

One of my dogs knocked my iPad Air off the couch and it landed, glass side first, flat on the floor. The next day the screen cracked throughout. That's what happens when you don't have a good protective case on it....lesson learned. I took the iPad to the Columbia, Maryland, Gadget Guru around noon on Sunday, August 30th. The "agent", for lack of a better word, took my iPad and said that as long as it was only the glass, and nothing else, that it can be easily replaced and ready the next day (estimate given). I had to pay $50 up front. I asked why money was required up front and the agent stated it was so they can run diagnostics. I'm not really sure why money is needed up front for diagnostics since I am not aware of any other business operating that way but I forked over the cash. I assumed I would pay for everything upon pick-up. The agent told me they would call me the next day when it was ready. The next day, August 31st, I called that Monday afternoon around 4pm to inquire on the status. The gentleman I spoke to (which was not the same person from Sunday) said it wasn't ready and as soon as it was I would receive a call. Obviously the estimate of it being done by the next day was not a correct estimate. I received a call mid-day on 1 September stating it is done and ready for pick-up. I get to the store location around 5:30pm and collected the iPad and paid the remaining balance due ($130). The total cost to replace the glass was almost about 1/4th of the price for a new iPad new. Kind of pricey to charge $180 but I bet it's cheaper than taking it to the apple store (which I should have done in the first place, again lesson learned). Fast forward to today....I had to call to bring it back in. Good thing there is a...get this....30 day warranty. Last night, around 9pm on 3 September, the glass started to separate from the iPad on the bottom right side (as you are holding the iPad with the "Home" button on the bottom). I immediately took pictures with my cell phone to document. The next day (today September 4th) I called around noon to inquire if I could bring the iPad back tomorrow (which is a Saturday, September 5th) when the store opened and wait while it is fixed. They advertise on their website a waiting room while your repair is being done so it's only logical to ask for same day, right then and there, service....right? The gentleman on the phone said I could bring it by but it wouldn't be ready on the same day. I was informed that if I brought it in during the week versus the weekend that I could get it back the same day. I asked the gentleman if I could bring it by around 5:30pm on a Monday and wait in the waiting room for it to be fixed. He stated "yes". Not really sure what's the difference between bringing it by on a Saturday when the store opens or an hour and a half prior to closing on a weekday but whatever. I just want my device to work properly. I have read a lot of reviews about Gadget Guru. Some were not good and others were on the other side of the spectrum. In my case I would say I am in the middle. Hopefully after it is repaired.....A SECOND TIME.....I will not need to use the 30 day warranty again. I am merely writing this review so you will have knowledge of my experience to help you determine if this service is...

I have a Dell XPS laptop that needed repair due to a screen flickering issue. I initially took it to a nearby repair shop, Gadget Guru in Columbia. After a brief inspection, they suggested the screen might be faulty and would likely need replacement. They charged me $50 for a diagnostic test and promised to provide an estimate within 1–2 days. I dropped off my laptop and paid the $50 deposit.

Since my laptop is only 4–5 years old, has never been physically damaged, and rarely leaves my house, I decided to do some research on flickering screen issues. I learned that a common diagnostic step is to connect the laptop to an external monitor—if the external display works, the problem is likely with the screen or its connection, not the GPU processor.

Two days later, I stopped by the repair shop to check on their progress. The technician told me I’d need to replace the screen. When I asked what they had discovered from their diagnostic test, they simply repeated that the screen was faulty—something I already suspected.

I then asked if they had tested the laptop with an external monitor. At that point, the technician attempted to connect it using an HDMI cable but struggled to get the laptop out of Safe Mode for over 15 minutes. Since Safe Mode disables the GPU processor and other hardware functions, it’s impossible to properly test the hardware or connect to an external monitor. After multiple failed attempts to exit Safe Mode, the technician asked a coworker for help but was still unable to proceed. This made it clear they hadn’t conducted a proper diagnostic test. When I asked about the specific diagnostics they had performed, they couldn’t provide a clear answer. I was simply told that my laptop had screen damage and needed a new screen.

Frustrated and needing my laptop back, I decided to take it elsewhere. When I picked it up, the technician insisted I still had to pay the $50 diagnostic fee, despite the lack of a real diagnostic test. I expressed my dissatisfaction with their service and left.

Afterward, I searched for another option and found a highly-rated technician online. I filled out a request form on his website and was able to drop off my laptop the next day. Within a few hours, he provided a detailed diagnosis of the issue along with a solution and an estimated cost. Unlike Gadget Guru, he didn’t charge a diagnostic fee and clearly stated, ‘No payment due until the laptop is picked up.’ His pricing was incredibly reasonable, especially given his expertise and thoroughness. Two days later, my laptop was repaired and...

DO NOT USE - take you business elsewhere. Should have used Staples for a simple phone screen repair. Will NOT go back, the manager is clueless on how to manage a business. Just lost a potential corporate customer for computer repairs and upgrades. Defective screen installation, ADMITTED by manager, broke the same day picked up. Tried to remove phone case to return for repair and he blames my son for “breaking” it. The idiot does not realize that the phone case has to come off to fix THEIR screw up, yet places blame on my son. Charges us expedite fee to get screen in, since he needs phone for college. That manager should have eaten the fee and moved on, admitted the mistake, apologized for OUR inconvenience, instead blames someone else for breaking a screen for which their installation was defective - and they acknowledge it. $50 expedited shipping fee just cost your business multiple thousands. GREAT JOB, I am sure the owner will be proud of the manager’s efforts. How is that for a return on your $50 investment?

AND to respond to the Gadget Guru post, if the screen was attached correctly, it would not have began to come off in the first place. I did get my story straight from my son. He indicated that the screen lifted up after he got home - the same day as he picked it up. It lifted the rest of the way when he went to remove the phone case, so he could see what happened and bring the phone back. A miscommunication that he did NOT lift it up, but lifted the rest of the way when he removed the case.

Second, I don't think we deserve a "band aide" job of trying to make something work by just pressing the screen back down, that was obviously installed incorrectly. For $240, I would expect perfection to be honest, plus your statement of we only warranty our labor, not materials is BS and since it is a NEW month April 1, you are out of luck anyway - REALLY? What does a new month have to do with anything?. Certainly customers of mine expect and receive perfection when they pay for a service. If they are not satisfied, we make it right. That is how we run our business. Obviously, you don't, which is the purpose of this review - TO WARN OTHERS HOW YOU RUN YOUR BUSINESS. Don't expect perfection, don't expect them to COMPLETELY stand behind their work. $50 I could care less, but it is the principle behind the whole experience. Not how I would ever treat a customer, not worth it to lose a customer over $50. But, somehow you think it is. Good luck to see how...