Tech Heroes phone & computer — Local services in Madison

Brought my laptop in to get fixed and was told by the manager to buy a new one because it was too expensive to fix. When I went in to pick it up the man working told me that it was cheaper than the manager claimed ($200 for the part instead of $275 and that labor would be low because it was an easy task). I decided to get the laptop fixed after that because it was within my budget. I was told the laptop would be done within 2 weeks and I could come pick it up. About a month went by and I had not heard from the store at all, so I called them and they told me they chose not to fix it because the manager did not believe it was worth the repair cost. I said I was still interested in fixing it and asked why they would choose not to fix it without telling me. They said they could still fix it and the man in store told me he would call me the following day with a labor estimate. I did not receive a call the next day. I got a call about a week later asking for the password on my laptop, so I asked how much the labor was for this process since they hadn’t ever told me. The manager told me the labor and part would equal about $375 which I did not have. The manager proceeded to get mad at me for the laptop being sent to get fixed again even though I never received a quote and said that I could not afford it at $375. The manager then got mad at me and harassed me on the phone for “making his job hard” and did not even acknowledge that they had my laptop in store for a month without telling me they weren’t going to fix it. He also didn’t acknowledge that I never received a quote for labor before it was sent to him to get fixed. He would not hear me out and cut me off saying I needed to go pickup my laptop from their store tomorrow. He then proceeded to hang up on me. I have had nothing but a stressful confusing process. If the store communicated better with their customers and between their employees this all could have been avoided. I still have to pay for this whole process in order to get my laptop back. Horrible customer service, horrible communication. Do not recommend. Man in the store is very nice, but the manager or owner needs to learn how to communicate...

The guy at Tech Heroes on Mineral Point Road, the counter person, Christopher (I think, he never introduced himself) was rude, insensitive, and sarcastic. I politely told him that I wanted to have the main battery replaced. I had the Dell service tag, serial number, model number, and part # from Dell and a description of the OEM battery. He took the computer off the counter and started to unscrew the back panel.

The procedure to expose the battery requires many separate steps. I know that because the service manual clearly describes what it takes, about half an hour's work.

I tried to explain that I didn't want to have him take the computer apart but merely give me a rough estimate of the cost of parts and labor. The battery does not just sit below the back cover. There is an internal bezel and several other disconnects to see the battery specs. I had the information for the specific OEM battery. He jumped up and shouted at me, "Are you trying to tell me how to do my job then take your computer somewhere else!

"Whoa!!!!! Where did that come from? I left with my tail between my legs and Christopher glowering at me.

I took it to Madison Computer Works up the road. The counter person met me at door, took the paper I have with all the laptop specs, looked up the cost of an OEM Dell battery, and gave me an estimate on labor. Then told me a timetable to get it installed.

Needless to say, I am going to MCW to get the computer fixed. I don't care if it cost a bit more. At least I can feel comfortable about the process.

Politeness today means putting the customers’ needs before your own. It means consistently being welcoming, being respectful, and interested in the customer. It means listening to them and watching our language around customers. It means thinking about how one looks, how one sounds, and how one acts around customers and being aware of what may offend. When one is paid for our work by a company, one represents that company to its most valuable resource –...

Poor customer communication, long wait for simple job and unprofessional repair. I brought my daughter’s laptop in to the west side tech heroes on Mineral Point on 6/27 because someone recommended them as a less expensive repair. The corner of the case kept popping off from around the hinge when we would open the laptop (it has a 360 hinge so it can be used as a flat no keyboard option). The man at the counter said the hinge might need to be replaced as well as the whole cover since the cover might not be attached to the piece of the hinge it’s supposed to be. I agreed to leave it for diagnosis and they said they would call when they had an idea of the cost. I did not hear from them so I called back on 7/12. They claimed they had called but couldn’t leave a voicemail. They quoted the price and I agreed to the repair. They said they would call when it was done. I did not get a call so again I called back on 8/2 and the man said he would not be at the west side store to check on the progress of my laptop for the next two days. He said he would call after two days. I made him take down my phone number this time and was very firm about needing the laptop done before my daughter’s school started again. I made him repeat my phone number back and promise to call. Yet again I did not receive a call back. I had to call them on 8/9 and they finally said my laptop was done. I picked up that same day. Come to find out the hinge was not needing to be replaced as I’d suspected so all they did was attach a new cover. They charged $200 just for the top half cover! They ordered a blue grey cover instead of the dark grey cover so now the laptop is two different colors! Very unprofessional! after having to wait that long just for the wrong color cover I was not about to point it out and make them change it. I paid, took my laptop and left. I would definitely NOT recommend them or use their...