Grand Computers — Local services in Lexington

EDITED AS NOTED

Glass was cracked on screen; agreed on the price of the glass, they called my home number and spoke with me directly before doing the service.

This person attempted to contact them multiple times over a month. Messages were left asking for updates w/no return calls. A family member was sent to check on the status and she was informed the wait and price were the same as agreed to on the phone initially.

Customer expressed concern that no one had updated or called since first contact; they informed me first that they did called me. I commented there was no record for the calls on either home/cell records. Then the statement was changed they had the "wrong contact information," which is logically inaccurate as they contacted me originally and also had the address.

The bill, it was over 50% more than what was agreed on. They had run a diagnostic and changed the logic board without consent. Initial request was customer pay the amount quoted, this understandably upset the staff. I agreed I would pay for the glass and requested they heavily discount the logic board. He insisted he would not take a hit. Firm limits were set by customer and the owner agreed to them willingly but was clearly unhappy. He did provide the logic board and service for free; while I was appreciative of this, it was also not what was offered and the fact that he acted so unprofessionally in multiple settings is paramount to my concern regarding ethical business practices.

Updated 1/17/16 *The managers response reflects that he has evidence that they changed the logic board; I was using information from Apple and trusted their statements as I'm not authority in this area. I will retract the statement about not actually replacing the logic board; however my statements regarding communication and the difficulty are still valid and my phone bills that document every call that comes in are my evidence (I checked these). In the future; please do not use the internet to respond to my concerns unless you are stating you are calling me to help remedy it. I believe your post below continues to indicate poor customer service, inappropriate actions regarding customer information, and disregard for privacy.

FORMAL REPLY TO GRAND COMPUTERS 1/17/16 Grand Computers. I formally and respectfully request you remove the link with the name on it and edit your post that holds the title of this persons profession and remove all names. The person is not acting in a professional capacity with your company; It is concerning that it may infer this and makes you at risk of being libel re: comments about the profession which could possibly impact this persons capacity in a professional way given the ubiquity of the internet. This person is a private citizen interacting in a public way and it is inappropriate for you to mention these items in a public post. If you have concerns about these please contact this person via the contact information you have privately in your store records.

Regarding the words you referred to of "liar,'" that was in the original post. Given your explanation, it seems highly likely apple thought it was the original, it is retracted in that regard; re: the logic board and replacement. The experience of being told by an authority that this customer had been taken advantage of, is understandably concerning and it was an accurate statement at the time of the review; there was no intent to misrepresent the company or brand, only provide information that was true to the person writing it at the time. Other web reviews indicate the billing issues is not an isolated event; which gives merit and credibility to this statement and experience.

Bottom Line: Please cease and desist with possibility of being libel (see definition of defamation) by editing your reply with removing the 1) name of the individual in question and 2) the link you posted; there is a safety concern here on part...

So I have 2 separate experiences with grand. The first was great. I had them build me a very high end PC. No issues with that experience however, I had them looking at a laptop that i was having an issue with at the same time. They had my laptop for about a total of 2 months. They replaced several parts to attempt to fix said laptop. Never once was i given a definite solution to the issue. After 2 months of throwing parts at it i finally called for some real answers and was told that they couldn't figure out what the issue was and told that i could come pick it up. During that call i was told that i would still have to pay a diagnostic fee even though the issue wasn't solved or diagnosed and after some push back was told they would waive the fee. Here is where the biggest issues i have come in. Upon pick up i noticed screws missing out of the back. When brought up the employee just threw in 2 screws that weren't even long enough to reach the threads. I opened the back of the laptop today to attempt to do some research of my own to attempt to save myself hundreds if not thousands of dollars on a new laptop only to find more missing screws and 2 screws to the cooling fan brackets that were rounded out and can no longer be removed. So now on top of a laptop they couldn't fix i also own a laptop that can be fixed and for all i know the over tightened screws are the issue. Absolutely will never recommend or bring in another device. I expected better service just based off of my first experience with the brand...

I am profoundly grateful for Grand Computers and the expertise of their staff. When my Lenovo laptop crashed, I did what I normally do when the black screen of death occurs - I headed to Best Buy for a new laptop. After realizing that all but the high priced gaming laptop PC's were locked down in Windows S-Mode and then discovering just how difficult it is to have S-Mode turned off, someone encouraged me to take my non functioning laptop to Grand Computers for an evaluation and repair estimate. (Hint Microsoft tells you S Mode can be disengaged with the click of a button, but don't believe them!! It costs money! LOL)

Their staff member called about a week later with a diagnosis and an estimated cost for repair. Much to my surprise the cost was far less than a comparable new laptop.

Knowing it was going to be a few weeks wait for the parts to come in/repair to be completed, it became clear that needed a second PC. I returned to the store and purchased the most perfect refurbished Dell All-in-One.

Now with my old laptop repaired and humming along, as well as my All in One alongside, I am experiencing the convenience of these two computers working hand in hand. This convenience allows me to stay better organized as I work on multiple projects simultaneously. The absolute bonus of this experience is their staff rolling my operating systems back to Windows 10, which I much prefer over Windows 11.

Thanks so much...