University PC Care — Local services in New Bern

While the staff in the New Bern location was very friendly, I am not sure they were much help in repairing my laptop. The laptop stopped working after a Microsoft update. I kept getting error messages that my Microsoft Account was not available every time the laptop booted up, and the PC would not allow me access to any of the Microsoft applications. It also booted up into a mode where most of the other applications on the laptop were inaccessible.

The technicians at University PC Care had the laptop for about a week and finally determined that correct the problem, they needed reload the Windows operating system. The laptop was supposedly fully backed up before they did that, but when I got the laptop back it was missing all of the applications, and a huge number of very old files were all on the desktop. While the PC was missing all of its Windows configurations settings, and all of the other applications, it was working again.

I called back to see if University PC could reload my applications and configuration settings from the backup file they created so the PC was back to normal again. They told me there would be a $60.00 charge to reload my applications, which was fine by me. After about a week, I was called and told they were unable to reload my applications, and the PC was ready to be picked up. When I arrived at the store, the technician was very polite, but was not the technician who had worked on the PC. He observed that the Firefox and Chrome browsers had been installed, along with a setup link to Microsoft Office 365, but there was nothing else on the PC. Obviously there were no bookmarks for both browser, and the Microsoft Office suite that had been on the PC was Office 2013 - not Office 365. He also noted that none of the Windows settings (e.g., admin account, laptop name, password, preferences, etc.) were restored.

The technician explained that even though they were unable to restore anything from the backup file they had created, he did not have the authority not to charge me for the return of my laptop. I had to pay the $60.00 to get my laptop back even though it was essentially in the same condition it was when I gave it to them. I am now rebuilding the PC from scratch, and my biggest problem is finding all of the software license authorization codes for software that had been on this laptop for years.

As I could have reloaded Windows myself, and been in the same situation without paying the $192.00, I am not sure I would use University PC Care again.

G. Jay...

New Bern NC - DO NOT GO HERE! I couldn't leave zero stars.

I went to the store on Monday (50 miles one way from my home) and talked with Austin about my battery that needed replaced on my MacBook Air. He ran a diagnostic to confirm that it was in fact the battery and told me it would be $257 (including labor) plus tax. The way my computer is set up, Austin stated that the repair would include replacing my top deck (keyboard) along with the battery. He stated the work would take 3-4 days.

I called on Tuesday to have them order the battery (per Austin’s advise once we determined my schedule because we are 50 minutes outside of New Bern). When I called, the person that answered the phone said there was no diagnostic ticket and that he couldn’t order the battery. After he transferred me to Austin, Austin told me that they would order the battery and I could bring in the computer.

I took the computer to them today and Austin told me it would be $580 ish! I was shocked and asked him why the difference in the quote. He told me he didn't know where I got that number. I told him HE GAVE it to me on Monday! He just tried to play it off.

To confirm, a senior advisor at Apple confirmed the battery assembly at $199! This is bad business and you should know what your store is doing. DO NOT WASTE YOUR TIME! This amounts to nothing...

Quick pleasant service to replace battery; however, we looked at the phone out of the case when I dropped it off because i had a question about a possible crack at the top of the screen which he assured me it was in the film cover. He looked very closely at the screen for other cracks and there was no other damage but when I picked it up they showed me a big crack at the bottom of my screen which we would have definitely seen! Then they acted like it was already there when i dropped it off. I was in a big hurry because it was Friday am day of hurricane dorian. I didnt have time to argue the point with them. Make sure you note any and all damages IN WRITING prior to leaving your phone there! If they damage it they won’t admit it. Do not appear to be honest folks which concerns me as they have my data...