Other World Computing (OWC) — Local services in Woodstock

I purchased a MacBook Air from them in August of 2023 because my son was starting college in the fall. I purchased an extended warranty being that it was a refurbished laptop. My son went through the first semester without any problems. Then, during his winter break between the fall semester and the spring semester, he didn’t use the computer much. While he didn’t use it, the battery drained and the computer shut down. When he tried to turn it back on when school was starting back up again, the computer wouldn’t power up. We tried charging the computer over night and it still wouldn’t start. I logged on to their website and submitted a support ticket. About a week went by and I hadn’t heard back. I then called them and we were able to do some troubleshooting over the phone and they determined that I needed to send it in for repairs. I sent it in. They had it for a few days and then sent it back to me. (Jan 13, 2024) - During this process, they actually sent me an email saying that they were going to close my support ticket if I didn’t respond. (Jan 13, 2024) - I responded, letting them know that they actually had the computer and were in the process of repairing it. They had no idea that I was already getting helped and that they actually had the computer at their facility for repairs. (Jan 15, 2024) - Jeremy M confirmed that they did have the computer and we’re working on it. (Jan 18, 2024) - Jeremy M emailed me saying that the issue was resolved and that they’re sending computer back. (Jan 24, 2024) - I sent them an email, letting them know that we received the computer, we tried starting it up, and it wouldn’t power up even after they repaired it. (Jan 25, 2024) - Jeremy responded that maybe the battery was low and that we should charge it before turning it on. (Jan 25, 2024) - I replied letting him know that I followed his instructions and charged it overnight and it still would not power up. (Jan 26, 2024) - Jeremy M replied that we’ll probably have to send it back in for repairs again but unfortunately their system was going through upgrades and that he would not be able to set up the return until the following Monday. (Jan 26, 2024) - I replied that my son was getting ready to start school back up and that this process was taking too long, that I might have to find another way to get this taken care of. I also asked that if the warranty I purchased included an option for a refund. (Jan 26, 2024) - Jeremy replied that the extended warranty I purchased does not include the option for a refund, only repairs. (Jan 26, 2024) - I replied that I was very disappointed with how they were addressing the issue. I asked what the next steps would be, and I never heard back from them since then.

I ended up finding a person that was able to fix the computer through a friend of mine locally which cost me another $250. Something that should’ve been covered by the warranty I purchased. I will never make another...

I really wish I would have seen the reviews on BBB before I ordered with OWC. Where to even begin with my saga. I ordered a Apple MacBook Pro from OWC with the 2 year eclipse plus protection. When my laptop arrived, upon first power up it made a loud static/crackling noise and clear liquid (I'm assuming water) came out of the keyboard! Once the computer was on I noticed there was a defect in the screen, about 4-5 inches of white spots/streaks across the center. When I emailed them about this issue, they sent a one sentence response that told me to send pictures/videos. I sent pictures (I took a picture of the screen with my cell phone, the screen happened to be opened to the customer support email thread), which the customer support representative responded that there were no files attached. So I sent the pictures AGAIN, to which she said the file was unreadable and that I needed to send her my email address, shipping address, and invoice number which didn't make sense considering all that info was in my initial email. I sent pictures for the THIRD time, this time as jpegs and pdfs. Her response was "Kindly refrain from sending us the same email that we sent you. The picture was not downloadable and cannot be read/seen. You need to attached it to your email so we can proceed with your RMA not a screenshot of our email." Which means that she can in fact see the pictures I have been sending her. I sent additional pictures and threatened to report to the better business bureau, and they finally said I could send in the laptop for their team to confirm the damage and once they confirmed the damage, they would replace it (I have to pay for the shipping btw). This back and forth email conversation lasted for an entire month.

Obviously I was extremely distrustful at this point, so I contacted a different team member to ask about the exchange process. He looked up my case and immediately saw the pictures I had emailed showing the screen damage, and said I needed to send MORE pictures of the water and audio of the static noise. Really?? That's all he has to say after everything?? Then he said that the reason his co-worker could not read the pictures is because she is far-sighted and she could not see the pictures because they were too bright. Is this a joke?? This entire experience feels like a scam. Who knows what would happen if I sent them the laptop. I am extremely distrustful that they would acknowledge the damage and actually replace it. I will NEVER EVER order from this company again....

BUYER BEWARE:

I just had the worst possible Customer Service experience with OWC and MacSales. I ordered one of MacSales' MacBook Pro laptops and a number of peripherals. The entire sales ticket was in excess of $4k. The early 2023 MacBook Pro comes with 3 USB-C ports and 1 MagSafe charging port. The description of the MacBook I ordered was listed as follows.

Includes *Apple MacBook Pro (Apple Silicon, 16-inch, Early 2023) *140W USB-C Power Adapter with flip plug and USB-C to MagSafe 3 cable *Supports up to macOS 14.x Sonoma (Current Version) *Battery, tested good, with no less than 70% of original capacity

When my order arrived the 140W USB-C Power Adapter with flip plug and USB-C to MagSafe 3 cable was missing the MagSafe cable. Instead of a USB-C to MagSafe cable there was a USB-C to USB-C cable. I contacted customer service and pointed out this error. The Customer Service rep was completely defensive and insisted that since the USB-C cable would also charge the laptop, OWC had not made a mistake and that I would have to use that cable for my charging needs. This effectively diminishes the connectivity of the laptop by 33.33 %. I bought the laptop with the understanding that I would have THREE USB-C ports PLUS one charging port. The more directly I pointed out that what OWC described on their sales site and what I received was not the same, the more the CS rep insisted there was no mistake and there was nothing that OWC could or would do to resolve it. This may sound like a minor issue but the limited connectivity of these laptops requires careful planning on how one will equip and connect to the outside world. Losing one of the three USB-C ports to a charger is a BIG problem. OWC listed and described the charging cable set I would receive and then sent something else. Their CS department was zero help in correcting this issue. As I explained this to some colleagues I discovered I am not the only one who has had difficulty resolving issues with OWC's Apple computer products. Now, in addition to the $4500 I spent there, I am required to buy a $50 cable that was promised and not delivered. I have directed many tens of thousands of dollars of business with OWC over the years. OWC has gone from being my first choice to my last choice for my technology needs in the future....