kite+key, Rutgers Tech Store — Local services in Newark

TLDR: Kite+Key damaged my laptop, didn’t fix the issue, and tried to charge me for their mistake. I wouldn’t trust them with your devices.

I brought my Lenovo laptop to Kite+Key because the screen wasn’t displaying an image, though there were no cracks or damage. Lenovo’s user manual and diagnostics app suggested it was simply an issue with reconnecting the LCD cable, so I figured it would be an easy fix. I even shared the diagnostic results with the Manager (their name sounded like “Ash” on the phone), and Walter, the Assistant Manager. Instead, they quoted me $160 for a screen replacement, which didn’t make sense since my screen wasn’t damaged in any way. When I called to ask why they recommended that, the Manager couldn’t give me a clear answer, and after I followed up by email, I got no response. So, I decided to take my laptop back without any repairs.

When I finally got it back, I was shocked to find a crack in the screen that wasn’t there before! That’s when it clicked — they cracked the screen themselves and wanted me to pay for a new one. I called the Manager, and they promised to replace it for free. It’s been a month, and I’ve heard nothing. When I followed up again, the Assistant Manager told me no replacement was ever ordered. At this point, I’m done expecting anything from them.

I ended up fixing the original issue myself in 15 minutes by reconnecting the LCD cable, but now I’m left with a cracked screen that Kite+Key caused.

Bottom line: They don’t communicate clearly, potentially tried to upsell me, damaged my device, and didn’t follow through on fixing their mistake. Think twice before trusting your tech...

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