kite+key, Rutgers Tech Store — Local services in Piscataway Township

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...

I went to get my replacement charger from the lifetime warranty they offered. The manager was not helpful at all and told me I didn’t know what I was talking about when in fact it was him. All of the other employees were not helpful as well. Terrible service and I’ve been a loyal auto er since 2013. The manager needs to be fired ASAP!

4/20/21 In response to what you all said...so even after the manager said he saw in the system the 2-3 times I’ve been there before for a replacement charger, he proceeded to tell me that the charger I came in with wasn’t from Kite Key, which is clearly not correct. Moving forward, if the replacement I came for isn’t in the store and the warranty states that I get that particular charger for life if it breaks, should he not be ordering a new charger for me? Or is the warranty just null and void because he doesn’t want to acknowledge I got the product from his store🤔 The frustrating part is not that I can’t buy 3 or 4 more of those chargers it’s that this manager was inadvertently saying that I did not get the charger from that store, which again is clearly wrong. Again I’ve been a customer at this store since before this manager even started working there so I wouldn’t waste time showing up attempting to argue about a fake warranty. Disappointed I wasn’t helped in any type of way. And if they are in accordance with the rules then it certainly looks like they need to be...

When items are in stock and on sale, deals tend to be average. When items are not in stock, the store and management have extremely poor control over supply chain management on ordered products not in stock. I requested a case and cover for an ipad. Originally quoted a price and advised it would be in store in 2-3 days. I wasn't notified when there was a change in the status of the arrival for the case & cover. I repeatedly had to contact the store to see when the items would be arriving. 3 weeks later one of the 2 items i ordered came in. 5 weeks later the other item i had ordered still hadn't come in despite being told it'd be in store. Being now time sensitive after placing my order 5 weeks prior i cancelled and went to an online vendor instead, which had the item on my door step in 4 business days at the same if not better price. BOTTOM LINE: DON'T EXPECT MUCH IF THEY HAVE TO ORDER AN ITEM. "I'm sorry" won't put an item that you need in your hands back ordered 5 weeks. There is poor follow up with the items that they order and DO NOT ORDER FROM HERE especially IF you are TIME SENSITIVE. They are unreliable in their timeliness of ordered products, but for items in store and readily in stock they're an alternative for stranded...