Monster Computers — Local services in Fayetteville

They should tell customers what they can do and not do!! I write this review for future customers because they WILL CHARGE YOU WHETHER THEY ACTUALLY FIX YOUR LAPTOP or not once they receive your laptop.

I simply asked them about my laptop, asus UX31E ultrabook, has a loose power jack fix to the store and they said they can do it because they have done a lot of this type. I trusted them and left my laptop. I received their phone call 1 MONTH AND 3 WEEKS later after I left my laptop and they said my motherboard died but they changed my power jack. They said I have to pay the full amount of their service. I told them there was no any issue with my motherboard before I brought it to this place, but they didn’t listen. I asked them if they might mistakenly hit motherboard while they changed my power jack because ultrabook is more complicated than other laptop. However, they said their all certified technician so they would not make such mistakes. I was disappointed but I paid them since they gave some discount and provide free data transfer as compromise.

HOWEVER, they could not even do data transfer which they told me they can do it because my laptop uses special slot that they do not have equipment to read it. I talked them why they accepted my request if they cannot do it and whether they actually try to repair or not. They always say they would call me back, which they never did, but when they call me, it is always BAD NEWS!! Next day I went to pick up my laptop and boss told me HOW DISRESPECTFUL AND RUDE I am to his co-workers. I was calm and talk like normal customers would say without using any profanity. He told me he would help transferring my data by asking six of his vendors so waited for couple more hours in non-professional manner.

At the end, he could not repair and boss was not there when I want him to apologize how he said to me. I lost money, time, and my important laptop and got disrespected by the boss. Now I am sure that they have lied to me that they have fixed same laptop before since any of CERTIFIED TECHNICIANS don’t know what type of slot my laptop is required for data transfer before they tried.

They should know what customers want from them are to repair the laptop, not the process of how much they tried. Now also I think that they had messed up my motherboard since they do not know much about my laptop.

They are nice when there is no any issue but when something happens, they will say anything that let customers disappointed. So hope nobody would experience...

This place had excellent reviews, and I was happy to have that reassurance. I needed the charge port replaced on my Asus laptop. The woman I left the computer with seemed competent. When I picked up the computer, the person told me I had chipped the motherboard and they were unable to start the laptop. It had been turning on and off very easily before I left it there, no idea what they're talking about as I'd had it turn on since the last time it was plugged in. However, as a person who knows more about software than hardware I trusted their assessment and just assumed I was dumb. I paid for the charge port repair and left.

But.

When I went to get my data off the laptop, the recovery tech said my motherboard wasn't chipped at all. He showed me. I called Monster and was told (after some long pauses) that I had "arced" the motherboard and shorted it out by wrapping the cable under the computer. They said the original tech misspoke.

My tech who was recovering the data asked if I was plugged into a surge protector which I was (always am) and also said that sounded pretty unlikely since I'd had the computer turn on since the last time it was plugged in. I then took my computer to an Asus tech support recommended technician in Raleigh and paid for an inspection. The technician asked me a lot of questions about what I had done with the cable (had me show him on a shop model) and then told me the repair shop had clearly done something to the computer themselves. He wasn't sure what, but he said what I did wouldn't have done anything to my motherboard, even if I were lying about how hard I wrapped the cord and about having it turn on since I plugged it in last.

Long story short, someone at Monster broke my $1000 computer. Either everyone knows it and is covering up, or one person lied convincingly. I'm not sure. All I know is that I'm a retired veteran who works from home and I am now using a $300 laptop as it was the only thing I could afford (the other laptop I'd saved for for almost a year).

I guess the takeaway is, if something goes wrong they will lie about it. I'm pretty disappointed. I wanted to...

I dropped off my laptop for a screen repair and was not given a price for the screen repair at drop off. I called back to ask what the price would be, and was told my repair would be over $300. I wasn't expecting the repair to cost that much so I decided to see what another repair place would charge. I called the other repair place and they told me the repair would cost $100 less.

I called Monster Computers again to let them know i wouldn't be moving forward with the repair, and was informed then that I would be charged at $45 fee for the "diagnostic fee". I asked, "What needs to be diagnosed? It's very obviously a broken screen." I reveiwed the sheet I was given at drop off and it said nothing about the diagnostic fee@. I returned to pick up my laptop and was reminded about the fee. I explained I didn't want to pay the fee because it was not explained to me at drop off, and there is a sign on their window that says "free estimates". I was told the fee is "for looking up parts" and was shown a small framed sign on the counter explaining the $45 fee. I apologized for missing the sign at drop off. I am grateful that I was given my laptop back without any issues or attitude.

I am sharing this experience to suggest that the $45 diagnostic fee be explained better at drop off (in person or on the intake paper they provide), the existing sign on the counter be made more prominent, and the large "free estimates" sign on their shop window be removed.

Comparitively, there is another computer repair option in Fayetteville that does not charge such a fee, was very transparent about pricing in a short phone call, and repair charge was less.

Customer service was pleasant overall, I was just confused and disappointed with the diagnostic fee and high cost for repair.

Finally, it took a few days to be provided with my repair cost, and I had to call to get that information. There didn't seem to be a sense of urgency with providing an estimate because first time I called, I was told there was no price yet (after 2 days) because "she just hasn't been able to...