Palafox Computers — Local services in Pensacola

BEWARE: This Company Practices Review Solicitation & Unprofessional Responses to Negative Feedback

I recently had a very disappointing experience with Palafox Computers, and I want to warn potential customers before they decide to trust this shop with their devices.

I took my Lenovo Legion laptop in for a screen replacement after it was accidentally damaged. I paid $200 for what I thought would be a like-for-like replacement and installation. However, when I got my laptop back, I immediately noticed that the display quality was subpar—colors were desaturated, and the graphics were significantly worse. Since I use my laptop for gaming, the quality was really important to me, and this was a noticeable downgrade.

When I called to express my concerns, the technician reassured me that the screen they installed was the exact model needed for my laptop and that no other screen would fit. He even suggested adjusting my display settings to try to fix the problem, but that didn’t help at all. This made me feel misled because, despite their assurances, the display still looked off.

Fast forward to a follow-up email from the owner, Kyle Crawford, asking if I was satisfied with the service. I explained the issue again, and this time he tells me that they can order the correct screen directly from Lenovo—but it will cost $498 for the screen and installation. This was frustrating because it became clear that the original screen they installed wasn’t the correct one, despite the technician's previous claims. To make things worse, when I researched the screen myself using Lenovo’s “detect product” tool, I found that the correct screen costs $272, not the $384 Kyle quoted me.

I also found out through his own admission that they originally installed a cheaper replacement screen to save money, because most customers supposedly wouldn’t want to pay for the more expensive option. While I understand trying to offer cost-saving measures, I was never given the option to pay more for the correct screen upfront. If I had known, I would have gladly paid for the same high-quality screen that came with my laptop.

What’s worse, the owner’s responses to one-star reviews on Google are incredibly passive-aggressive and unprofessional. I should have noticed this red flag earlier, but I trusted the company because of their good reviews. After my experience, I now realize these positive reviews are largely due to review solicitation, which means they actively ask satisfied customers to leave good reviews—this inflates their rating unfairly.

If you’re thinking about using Palafox Computers for repairs, I strongly recommend that you sort by the one-star reviews and see how the owner responds to dissatisfied customers. His responses are often rude and dismissive, which is not how any business should handle negative feedback. It’s important to know how a company treats customers when things don’t go well, and unfortunately, my experience reflects that this shop prioritizes getting positive reviews over genuinely taking care of...

I feel robbed!!!! Brought in computer expecting expert advise and work. After $350 later, I still have a broken computer. When I brought the laptop in I asked for a full diagnostic to see if it was worth repairing my MacBook Pro. I had spilled some water and wanted to see if it was salvageable, worth the repair. I also pointed out I pulled out screws from the bottom, trying to open the case. I knew there was a couple of screws I couldn't take out. Palafox computer repairs said not to worry, they will run a full diagnostic and replace the screws. Later that day I got the call that the hard drive sensor, temperature sensors, thermal paste sensor and capacitators needed to be replaced on the logic board and all other diagnostic passed. All for a total of $350. I went ahead with the job. When I brought the computer home I noticed it automatically restart itself. After restart sometimes the screen would zap in and followeed by more crashing. I also noticed the screws were never replaced and the same screws I couldn't take out were still there. Was my laptop ever even opened and repaired? I brought the computer back and explained the new issues. Later I get a call that my hard drive need to be replaced. Shouldn't of that shown up in the first diagnostic? They quoted me another $300 and some. To add an operating system I already owned was $99. And not the latest operating system. It seemed too steep. I called another computer repair from my older town. He quoted me half the amount indicating the operating system is included with the cost. After my research I started feeling scammed. There is no way I would have said yes to paying $700 to repair my computer. I needed them to diagnose the computer and give me a full evaluation. That did not happen. I told them to hold on any repair I'm just picking up my computer. Upon pick up, they wanted to charge me for the diagnostic!! There was no logic or real customer care. After I explained why I shouldn't be charged for work already paid the rep became very angry and just crumbled the order form and trashed it. Hey, I'm the one that paid them and still have a...

I hate to leave a low review, and I usually wouldn't, but as time goes by I just get even more frustrated thinking of it. I left my laptop with Palafox Computers for a DC jack repair. When I left my computer there, it was in working condition, but wouldn't charge. I had a separate battery that was charged so the computer would come off and on. 2 days after leaving my computer I receive a call that they wouldn't be able to fix my computer. I receive a call 5 minutes later that they just forgot to put the ground screw in & that everything was fine. Understandable, no big deal. On my way to pick my laptop up, I receive another call. They need my password ASAP because my hard drive is failing & if I want to keep any information on my computer, then I need to pay for data retrieval & time is critical. Completely shocked, I told them to leave my computer alone and I would be there to pick it up. The cost of data retrieval at Palafox Computers costed way more than other places, so I leave there and bring it somewhere else. They weren't able to retrieve anything. When I left my computer with palafox computers, the last thing I expected was to lose every last copy of my 2 year olds childhood photos that I owned. In reality, they should have copied my data at no charge considering I left them my computer in working condition. I'm emotional every time I think that I have no baby pictures of my two year old.

And in response to your reply, please explain to me how your analogy of an Axel on a car being cracked and driving for 6 months on it have anything to do with my laptop? You gave me my laptop back with a failed hard drive. I didn't use it for 6 months after. I gave you my laptop in working condition, meaning I was able to log in to all accounts, use programs, etc. My computer is not usable whatsoever upon you giving it back to me. This happened in your care. Your reply is completely unprofessional and rude to say the least. Says a lot about your...