Laptop Guy

"After 13 years in Central Ohio, The Laptop Guy takes great prides in the high level of personal service we offer our customers. I personally reviewed the circumstances regarding this service interaction. Our company’s $79 diagnostic labor fee is waived when a customer repairs, replaces, or recycles. It’s very rare for our customer to pay the $79 diagnostic fee, but in Member’s case we simply couldn’t reproduce the problem. Our diagnostic process is very thorough and in cases where the problem doesn’t reproduce we explored even further. Intermittent problems or issues that we are unable to reproduce are the most difficult and time intensive cases. Since we were unable to reproduce any problem with the laptop, we completed additional testing. Upon completion of the extra diagnostics, we were still unable to reproduce the problems that Member was experiencing. This type of case is rare, but to make sure that we provide for our customer’s needs, we offer a 30 day warranty on our diagnostics. In the event the customer experiences the problem again, we will happily take a look at no charge and if a problem is reproduced we apply the $79 diagnostic fee to a repair or replacement. This policy was explained to Elizabeth at intake, over the phone and again at pick up. I understand it can be frustrating to take your computer in for repair and then for that place not to be able to reproduce the problem. After reviewing our findings and explaining the diagnostic warranty, Member requested a discount. At no point did any of our employees just say “NO”. We explained our process and reiterated the warranty that we provide. It is much easier when we do fall short of delivering for our customers. In this case, we delivered our service and communicated before, during and after the costs and policies associated with that service As the owner of The Laptop Guy customer feedback is very important and if you have had service with our company and if you feel you can’t leave positive feedback please reach out to me at [email protected] with your concerns and what I can do to resolve any issues you may have had. I will look into your case and promptly respond. Please include your phone # as well."

"Hello, I was a bit surprised by this review, as the member was very satisfied by the quick turnaround and at the time seemed very happy by the service we provided when picking up laptop. I would have to agree if it had been some loose screws on the outside of the machine that had been missing and charged $129+ tax would have been a bit on the high side. However that was not the case as the laptop’s upper assembly had to be removed to see what the issue was. The technician saw missing screws that held the hinges to the frame but it was internal and required time to disassemble part of the laptop. This type of repair is all labor, and we didn’t charge the member $129 for two screws. Pricing is always a hot button and we constantly monitor it. What doesn’t make sense for one person to repair does for another? Our goal has always been to provide the customer with an accurate and fair diagnosis and help them make the right decision for them. Our service manager contacted the Angie’s List member after we had been notified of the not so great report and had a good conversation, and he did his best to explain what was involved in the repair to the member. What’s very frustrating about this is that she was very happy with our service except for the price and we end up with an overall score of “D” Although I disagree with an F rating on price I’m not sure why we didn’t get A’s for Quality, Responsiveness, Punctuality, and Professionalism. We always do a follow up call 5-7 days after any customer picks up their repaired laptop but didn’t have the chance to do so before this report was posted. As courtesy we did give the member a $35 discount as the adviser that contacted her might have over simplified what we had to do which might have led to member thinking “Why are you charging me $138 for two screws” I encourage you to contact me directly by email at [email protected] or by phone at 614-487-9674 ext. 71 and let me know what kind of laptop/computer problems your having. Let me know you’re an Angie's List member, and I will do my best to provide you a quote and do my best to get your laptop back to you ASAP. If you’re reading this and had not contacted me first and feel you can leave a good report please give me the opportunity to try to make it right. If I can’t I will be upfront and let you know. Thank You, Todd Feit, Founder/CEO The Laptop Guy Serving Columbus since 2000."

"Thank You for for the great report. I'm glad we had been able to get your Dell laptop back to its original state and running better then ever. Better yet that you got your laptop back in 3 days. Normally, our turnaround time averages 5-10 days depending on what the problem is but being you contacted us first and we had the parts in stock we had been able to get your laptop repaired quickly. To fellow Angie's list members I encourage you to contact me directly by email at [email protected] or by phone at 614-487-9674 ext. 71 and let me know what kind of laptop/computer problems your having. Let me know you’re an Angie's List member, and I will do my best to provide you a quote and do my best to get your laptop back to you ASAP. Thank You, Todd Feit, Founder/CEO The Laptop Guy Serving Columbus since 2000"

"The facts of this case are simply not accurate by the member's account as all interactions with the member are documented in our system. In addition, All phone conversations are recorded for quality assurance and has been reviewed and certainly tell a different account of what happened. What I wrote below is not my interpretation but supported by actual facts The memberwas upset at our costs after we determined what the problem was. She is more advanced then most people are with computers and after we provided the diagnostic she knew that she could buy a hard drive cheaper, and she didn’t need us to install the drive or reload the operating system once she knew what the problem was as she knew how to do it. We quoted her the price of $229 that included a New 160Gig hard drive, The Installation of the drive, Install of operating system, updated drivers and final testing. For someone like the member, that is knowledgeable about computers what we needed to do to get her computer may sound very simple. In the member's review, she may have lead you to believe we are trying to take advantage of those that are not computer literate when it comes to fixing their own machine and try to rip customers off. That is simply not true. When we quoted the price, she felt it was too high as she wanted to know why we were charging her $229 for 160Gig drive when she could get it cheaper. We tried to explain that charge was not just for the hard drive but also for the complete service. Many time we have people that are knowledgeable about computers to the extent that they can do their own work once that know what the problem is and decline our repair quote and pay the $79 diagnosis fee and pick their laptops up and fix on their own. We never charge the diagnosis fee up from and free with any completed repair. In addition, Angie’s List members get a discount with any completed repair and she made no mention she was a member. Normally, the Angie’s List discount is only for completed laptop repairs but I would have honored it on just the diagnosis fee if she had asked After the member knew what the problem was it was an easy Do it your self-project for her. The member does mention the work I do with animal rescue, and it’s a shame that someone reading her review or just seeing the letter grade she gave us won’t use our service. The Laptop Guy takes some off its profits to spread animal awareness on TV and financially supports various rescues every year and reviews like that are not truthful and only hurt those efforts. I have no problem admitting if we did something wrong and it’s much easier to do so then standing firm. The Laptop Guy is celebrating its 10-year anniversary because we do great work, offer a fair price, and offer the best customer service. Since 2000 we have repaired over 50,000 laptops and we have 1000’s and 1000’s of happy customers that many of them are Angies list customers that simply don’t know there is a computer category. I thank you for taking the time to read this and please feel free to contact me directly at 614-487-9674 ext 71 before bringing your laptop in and I will personally monitor your case and do what I can to speed it through our process without sacrificing quality Todd Feit, Founder/CEO The Laptop Guy, Inc."