iMechanic

First of all, this is for their branch in Columbus, IN. 0 stars isn't a possible rating. I would not be able to recommend them at all. Took my Surface Pro to them after cracking the screen over a month ago. Another business in town suggested I would take it there, BTW. Replaced the screen in a couple of days, but it didn't work well--flashed in and out, had "ghost images" on the screen, and double images on the tool bar. Returned it and the problem was blamed on "mass produced components that we can't test until we install them." Replaced it again, with an estimated turn around for 1.5 days. A week later my office manager called to check on it since I'd heard nothing: "We've been trying to reach you". (I had no messages nor missed calls on my cell phone number I'd given them). Picked up the 2nd repair---same issues as before. Took it back and actually met "the tech that had worked on it" , and he couldn't explain why he had taken so long in the first place. In the 2nd place, told me he was "80% certain it was the daughter board" and "90% certain it would be covered under warranty" but he'd check with his manager and get back to me by the end of the day. THAT was over two weeks ago. I called Terry Brady, the manager's name on the card at their front desk. Turns out he's the regional manager of "several of the area stores". He thanked me for "bringing this to my attention" and would "get back to me after looking into it". That was a week and a half ago. I called the local store 3 days ago and got their voice message that said "we'll call you right back" and I asked for the store manager to get back to me. As you might guess---nothing. BTW, when you say something at their front counter about never getting someone on the phone, the line is "Yeah, our phones are messed up." So I don't know how much of my $270+ was for parts and labor, but my tablet functioned better with it's cracked screen. I realize a refund is not reasonable to ask, but this place doesn't rate 1 star due to it's terrible customer service. Oh, and another observation during one my times waiting in line. The customer ahead of me was picking up her phone --- she had to ask about the security code they'd programmed into it. The young man at the desk had to go back to the back room and "look for the sticky note it was written on" (THAT sounds like safe guarding your information!). Then she asked about where the case was for her phone. He replied, "We don't show it came in with a case." She stated, "Yes it did. Just like one of these over there on your store display." He again disappeared to the back room, returning in a few minutes to offer, "One of the other techs is looking for the case while I assist the other customers in line. And we're reviewing the video tapes from that day to confirm it did come in with a case on it." Translated: "You're wrong, ma'am, and we're looking to prove it by taking time to track back through our videos to prove to you your phone didn't come in the way you said it did." My business background taught me " the customer is always right", even if you have every reason to believe they aren't. He essentially called her out in front of other customers as liar. If I had heard this conversation the first day I had brought my Surface to them, I would have turned on my heels to leave and not looked back. Again, you guys need some training on customer service AND follow-up on your commitments.

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