Emax W. Computers : Computer Repair Katy — Local services in Katy

When I first went into the store, I inquired about upgrading my laptop computer with a faster video card to handle video editing better. My laptop had been my device for years. I managed to build some clientele as well as edit and render many of my own projects from it, 90 percent of which was in 1080 format. Now it’s time to move up my capability to complete projects faster. My specific interest was/is smooth live playback during the editing process and working with 4k format footage. Once in this store, Abdi (may be misspelled, he refused to give me his name - the soft-spoken guy always out front) took my laptop to the back and returned saying the video card is built in so it can't be upgraded. It made sense and I began to leave until he began offering me a one of their computers. He brought Sammy Rabah Mosa out to make the sell, and I eventually bought a system from them after being told it would provide smooth live playback in 4k, 3d, the AutoCad application, and run gaming systems easily. It was priced very low at $600. Given that this is a repair shop that sells refurbished computers, I thought I was just getting a good deal, not a nightmare.

To try and make a 2 month-long story short, after getting the computer home and trying to get to work, the playback was very choppy and dropped frames over and over, with only a 14 seconds of 1080 footage on 1 track. I took it back and showed them the problem. They said they would have to keep it and figure it out. After waiting 3 weeks with them saying they ordered wrong parts and were waiting on the other part, so on and so forth, and my video production stalled out on their promises, the computer was supposed to be repaired and I picked it up. Sammy, who built and repaired the computer, claimed to have upgraded the processor and charged me an extra $100. He sent me with a list of Adobe Premiere Pro forum links and other online discussions where people were having issues with editing.(?) It was performing as bad as the first time when I got it home.

From that point I became frustrated with going back and forth with them and Premiere Pro, saving my installed files and disconnecting the computer to take back again, even getting another editing software to be sure it wasn’t just Premiere Pro that the computer couldn’t work with. There’s choppy playback with the other editing software I installed which I showed "Abdi" when I went back. I found myself that the video card was not only insufficient but it was incompatible with the installed processor. I showed Abdi this when I took it back again.They replaced the video card with a better one. The "better one" is discontinued with unsupported drivers. Still hauling the computer back, I could never catch Sammy Rabah Mosa who built and sold me the computer and was doing the so-called repairs, neither at the shop or on the phone. Showed Abdi pictures and videos from my cell phone and gave them notes to work with. Sammy showed up on speaker phone at the shop and told Abdi to put the 1st video card back in, the one that’s even older than the replaced one that’s outdated. They tried to turn the whole matter into a blame game with me, pretending as if I should have known this or known that, and stating that I had taken up their valuable time relative to service charges. That's like me expecting my clients to know the film production business better than me, and blaming them for waiting on a bad finished product, or blaming them for not knowing I was lying to them about my service, all while having their money, and they not having the product. He kept saying. “We’re not going to charge you.”

So blaming Adobe and Magix Movie Editor Pro and my sound interface and me and saying people in internet forums are having similar problems doesn’t do it. Currently, I call and send Sammy Rabah Mosa and text and email with no response, so my only recourse was to report this business to BBB. Don't trust your money with these smooth talkers. You could be next to deal with their shady side and junk and pure disregard...

This place has horrible customer service, and take way too long to finish a simple job. I dropped off my computer on June 18, and was just given it back today, July 12. This is already bad enough without mentioning the fact they charged us nearly 100$, which seems very unreasonable to me over a messed up cable. The guy who worked on my computer said around the 22nd of June there was a unstable cable (it was broken while trying to install new video card, but I did not want to risk replacing it myself) and a possible motherboard problem. There was no problem with the motherboard and when we called 3 days ago he said the exact same thing, that he was stuck on figuring out what the issue was but when we told him he had 2 hours before we took our business elsewhere he quickly got to work and completed the job. To capitalize on that, he spent an entire MONTH procastinating to finish something in 2 hours. What is the reasoning in that. He is a lazy, but at the bare minimum an honest guy who didn't switch out any parts. I would never recommend anyone go to Emax...

I didn't have that great of an experience here and for that reason I would NOT recommend this place to anyone.

I dropped my laptop off for repair at the beginning of summer with the hopes of getting it fixed before my classes started back up again.

After they completed the diagnostic they told me what repairs needed to be done and the cost so I gave them authorization to move forward.

But then I wasn't given any update after that...I had to call them myself several weeks later to ask about the status of the repair and they realized they ordered the wrong part so they we were waiting on another one. I figured alright well as long as it gets fixed, right?

Some more weeks go by and still no update! I again call myself to check on it and they tell me the laptop wasn't able to get fixed. Well why the heck didn't they call me to tell me that?

After all this mess I just paid for the part that they ordered for the laptop because they did spend time and money to order it and try to repair it, and they were able to transfer my data to a...