Computer Concepts, Yorktown - Apple Authorized Service — Local services in Poquoson

TL;DR Long and misleading turn-over time. Rude and apathetic. Not helpful. Not invested in the customer.

Since my computer is a few years old and is exhibiting some annoying behavior I took it into Computer Concepts for a diagnosis on its condition. I was told that I would probably get a call about it the next day. What I was not warned about was that it could take much longer and that I should have brought it in at another time. I had to wait 5 days just for the diagnosis to be done. For someone like me who forgoes television in favor of the computer and whose daily functioning often depends on a computer, 5 days is a long time!

After 5 days I was simply told that there were viruses infecting the operating system and that my computer needed to be wiped clean as if it had just come from the factory. They offered a computer back-up service for 99$, but since I have an external hard drive I wished to instead back it up myself. They said that they would show me how to do the back-up to ensure that I did not lose anything, but when it came time to show me, the instructions were extremely peripheral and incomplete. The guy told me that I needed to go into all of my folders and folders within folders to copy the stuff there, but that I did not need to copy everything, yet he would not tell me what I did and did not need to copy. Any answer that I actually did get out of this guy did not come easily.

I also asked about backing up online cookies and instead of helping me with that or just telling me that they do not help customers with that, he decided to go on and on about why I do not need cookies. Still, I already know that with my particular computer-using habits I actually do have a lot invested in the cookies that are on the computer, and I wish to keep those things. As I kept trying to ask about backing up cookies, the guy just kept trying to convince me to not worry about it, not even concerned about me, the customer. He tried to argue it away, asking if I even know what cookies are. He went on to say that cookies are only really significant for flash games and that most flash games are too short to worry about saving, and that no one plays flash games anymore anyway. I know that this guy’s approach to the cookies is generally true, but not for ME.

As I made these inquiries and other inquiries another guy working there told the guy that I was speaking with that they were only there to tell me how to back-up the computer (dismissing all of my other concerns) and that they do not back-up or help with backing up cookies.

The bottom line is that these people were cold and only interested in moving things along in the manner that they wanted. They were not interested in the customer’s needs, wants, concerns, questions, or preferences. They just want to take the computer to do what THEY want to do to it and if you’re not happy with it or if you become lost amongst what they did to it then, well… they still have your money. I decided to not take the computer back for the wipe as I fear I would be worse off after they work on it than I would be if I just live with...

Terrible customer services. I went in last week to get my back glass order thru AppleCare protection. They did the testing and ordered the part, stating it would be in this week and just asked that I bring the phone in sometime this week after I received the call. I got a voicemail Wednesday stating the part had come in and I could bring the phone by to get it fixed. I planned to bring it Friday because of my schedule, which I figured was fine because it was the same week (which is what they asked me to do) By early Friday morning I received a very nasty voicemail stating this was the final call I was going to receive and if I didn’t bring my phone in they were going to send the part back. I was taken aback but I called to let them know I was planning on bringing the phone in that day. I could hear the guy who left the voicemail talking in the back (again very agitating and disrespectful) while the person who answered was trying to figure out what was going on. I was then told they had already sent the part back because the phone had to be brought in within 24 hours of them receiving the part from Apple. This information had never been passed to me at any point in the process, and when I told them such I was basically called a liar and told that I was told this. I even looked back at the signed paperwork I had from the initial order and no where on there did it say anything about a 24 hour window, nor was it ever left on the voicemail they left me when the part came in (which I also still have). Needless to say from now on I will just make the drive over to the Apple Store for any...

I was having problems with my iPhone battery so I took it to this location since they were an authorized Apple service agents. When I took my phone in they ran test and it showed that my battery and Face ID sensor were faulty. Brent had told me they could get everything fixed but admittedly I wasn’t excited for how much I had to spend. I left the phone overnight for the techs to work on the phone. I came back the next afternoon and upon arrival Brent came out and said I’ve got some news. Hearing that sentence is almost as scary as hearing your spouse say “We have to talk”. He told me that they did some digging and found a way to get my battery covered and replace it for FREE!!! They retested my phone and found that replacing the battery fixed the issue with the Face ID sensor. I was able to go from having to spend a load of money to not having to pay a dime. Not only are the technicians here extremely knowledgeable but they also have phenomenal integrity. They could have just told me everything was fixed and charged me but they took pride in putting their customer first. Computer Concepts of Yorktown has gained a customer for life. If you have any tech concerns, BRING YOUR DEVICES HERE!!! Spend your money with people who not only clearly knows what they are doing but who also has your back. Thank you to Brent and the entire staff for their hard work...