Experimax Sandy Springs — Local services in Sandy Springs

I recently brought my old Macbook Pro in because it wouldn't boot up. My wife had good experiences here in the past, so I gave them a try. I showed them what was happening and that there was an obvious hardware failure. I paid the diagnostic fee of $100. They called me back the next day to tell me the OS was corrupted. Ooookaaaayyy... They said they would try to reinstall it, but would back up my data first. The next day they called again to tell me that it was taking a long time because I had so much data to back up. Then, they called me later to tell me that the OS restore wasn't working and they suspected a hard drive failure (no kidding. I think I told you that when I brought it in). They again told me they would back up my data, install a new hard drive, and restore everything. The hard drive would be another $110. The price was high, but I was already in for $100, and they were going to save my data, so I said yes. A few days later, I went in to pick up my computer and it had a fresh install of the latest OS with NOTHING ELSE. When I asked them about what happened to all of my data and software, they casually said "We couldn't save any of it." What?! You specifically told me that's why it was taking so long. If they had told me that they couldn't save any of my files, I wouldn't have paid for the hard drive repair. This was an expensive lesson learned - I won't be using them again. As I said, I know other folks who swear by this store, but my experience was bad.

UPDATE: After taking it back for another look, the Experimac folks told me that the problem was my RAM (probably true) and replacing it would solve all of the issues (not true). I replaced the RAM, but the computer still ran unbelievably slow - my browser wouldn't even open. I took it to a local repair shop that did a great job on my PC and they told me that something was wrong with the brand new hard drive that Experimac installed - it benchmarked really slow. The other shop then installed a brand new SSD for LESS $$ than Experimac charged me to install a faulty hybrid drive - problem solved. As I said previously, my wife has had good experiences with Experimac, but they really failed big time on my Macbook repair. High prices + shoddy repair = expensive lesson learned. I won't be...

TL;DR I am disappointed in the lack of professionalism and recommend you look elsewhere for computer repairs, this particular store lacks customer service and response.

My 2020 iMac 5k screen was replaced at a different experimax in late January. A little over two months later, the screen fell off and I took it to the Sandy Springs store on April 19 for the corporate warranty repair. Thomas was initially very helpful and talked up his “communication” values to the customer. The repairs were more involved than initially thought, the screen cable was “nicked” and required an entire new screen. This resulted in a long delay, but I was assured of the repair and I would be kept up to date. Several weeks went by without updates and no response to requests. When the screen finally came in, the installer couldn’t get it to work and found that a part on the main computer was also broken. This required research and more delays. The corporate office decided to replace my computer with a “similar” model, transferring my hard drive and memory, while I wait for repairs to be completed on my original computer. The replacement came in mid-June and I picked it up. The hardware seems similar, my hard drive and memory were ok, but the screen has several scratches and rub marks and is clearly not comparable to the “new” screen I initially paid $500 to have replaced. But I was assured that my original computer would be repaired this was a temporary solution. I have called the store and Thomas specifically to get an update, no response to voicemails nor returned calls. I have sent 5 emails requesting an update, nothing in return. I am disappointed in the lack of professionalism and recommend you look elsewhere for computer repairs, this particular store lacks customer service...

Neil and his staff consistently meet or exceed my expectations... not just once, but consistently.

My IPhone and my MacBook Pro are mission critical to my business and life. And, these guys keep me operating, patched up, and upgraded when needed; all in an economical way - unlike the retail prices at the Apple Store. Whether is a battery or something major, this place is my first stop.

Why? Because they give it to you straight... with good service, including the rare situation when they can't help you - they'll advise on the best way you can help yourself.

I am in a referral business, so I appreciate good follow through especially when it becomes a reflection of me in some way. I've referred Experimax Sandy Spring a lot to my friends and colleagues and will continue to do so. I am loyal to this store. I recommend that you check them out yourself!

Tom Andre Associate Broker, REALTOR®, & Licensed Professional Counselor (LPC) ATLANTA COMMUNITIES REAL...