MacEdge - Apple Authorized Service Provider — Local services in Portsmouth

I normally rave about this place -- but am so incredibly disappointed today. Last week I made an appointment to have my battery replaced in my iPhone -- I had to input my serial #, model type, explain what I needed to have done, etc -- all expected ... but what I did not expect is when I showed up for my appoint a week after giving all of this information is to be told "oh we don't have that battery in stock" -- when will you have it in stock? "maybe end of the week". (MAYBE?)

You had all of my information for a week -- you knew this was the appointment on Monday -- a) you should have checked last week and stocked it or b) checked on Friday and called me to say the part was not in inventory and reschedule my appointment.

That is poor customer service ... but not the whole experience.

The woman who opened the door (I was first appt) was very nice and she was helping an elderly couple with laptop issues and honestly, she was great - patient, explained things, and really very customer focused.

The guy who was helping me was professional and knowledgable but ultimately could not help me as they did not have the part.

But while sitting with him, another staff member arrived - and omg! what a surly piece of work she is. They had a power outage overnight as some work was done on the roof, so the system that runs the office was not fully functional yet and the 2 technicians helping us (me/the couple) were having difficulty getting things up and running ... so the tech helping me asked this newly entered person some questions and she was just obnoxious and condescending to him ... also while I was waiting another customer came in, and apparently this woman had worked with him for his device last week/Saturday and he misunderstood about parts being in in 2 days actually meaning 2 business days (ok, I get it - and not within their control) but again, customer service is most definitely not within her toolkit.

I left more than disappointed - to the point that when I arrived at my office I looked up other apple dealers in the area, found one right on Islington Street - called, they had the battery, fixed my iPhone in 45 minutes instead of 2-3 hours and it cost a few dollars less than MacEdge.

I normally would say I will give MacEdge another chance, but honestly, that woman has turned me...

4/15/20 update: Apple fixed the computer at no charge. The turnaround time, from me receiving the box to Apple shipping the repaired computer, is within 24 hours; exhibit A of exemplary effort and customer service. Don’t bother with MacEdge.

I was referred by Apple to have my display issue analyzed. I came in 4/13/2020 at 11:10am after setting up an appointment. The employee asked if the computer was covered under Apple Care and I said no as I was not aware until after the visit that it, indeed, was. He inspected the nick at the corner of the laptop and went to the back room -- came out approximately 5 minutes later to inform me that my coverage is nullified due to the external damage even though the issue appears to be an Apple manufacturer issue, and that the repair would cost me $600. I Visited Experimax, where I purchased the laptop originally, and the employee there informed me of my Apple Care coverage and instructed to directly contact Apple regarding the issue as the display is a wiring (manufacturer) issue, as exhibited by the intermittent appearance of horizontal lines. I called MacEdge to ask whether the computer can be fixed at no charge, as it is covered AND the matter regards a manufacturer issue, and they again dismissed the idea with the excuse of the external damage nullifying the warranty coverage. How do you know the issue is related to the external damage if you never inspected its internal system?

I resorted to contacting Apple, and they happily opened a repair case and will be sending a box to ship my laptop in and have it analyzed. They informed me of the possible financial implications in the case that the damage is due to an accident, and that it would be free of charge if they find that it is a manufacturer issue. All done within 5 minutes. I don't understand why MacEdge, an authorized Apple service provider, couldn't take maybe 30 minutes out of their day to disassemble the laptop to analyze it properly. A disgrace. Apple should consider customer service training for these employees as well. I would recommend doing business...

My 5 year old MacBook Pro started having major issues basically rendering it unusable. After opening the 3rd or 4th Safari tab it would hang requiring a reboot and at times a Force Quit. I’ve been in software for 24 years and feel I’m qualified to express an opinion for technical support.

At first, I thought it was my WiFi internet speed. I upgraded to Xfinity X1 Triple Play. After the upgrade, I constantly get 600 to 700 Mbps download. Yet, the MacBook still hung. Off to MacEdge in Portsmouth I went where I had the good fortune to meet Joel!

I described the symptoms and he was able in short order to replicate the problem. We both agreed it was either hardware or software. On the spot, I purchased a new 15” MacBook 2.3 GHz Intel Core i9 the fastest he had. I left it overnight for Joel to port the settings and data. The next day I brought it home and much to my dismay, it did the same thing.

I brought it back to Joel. We agreed the issue was software or a configuration setting. He informed me Mac’s create two separate pools for configurations. One for documents and one for OS/User settings. He backed up the new MacBook, wiped it clean and the reinstalled Mojave. Then he created a test running streaming media from 7 Safari tabs that never blinked for hours. He then copied back down my documents and ran the test again which was successful. That told him there was a bad user setting. Therefore, he manually configured the basic user settings I needed by hand. Again, the streaming test was a success.

I couldn’t be happier with Joel’s troubleshooting skills and persistence to get to the root cause of the problem. I absolutely love my new MacBook Pro. The Retina display is stunning and the device screams performance wise. If you have a Mac problem, you’d be a fool to take it anywhere else other than MacEdge in Portsmouth.

Thanks Joel, ~...