On Wed around 10 AM, I dropped off my HP x360 laptop with its charger at the Pecos Wireless Toyz. A…read morewoman told me the technician wouldn't be in until 10:30. Since I had class, I left my name, number, and explained the issue.
By 1 PM, I hadn't received a call, so I reached out. A man told me to call back in 10 minutes. When I did, the woman said the technician still hadn't looked at it and would call me back. Finally, at 3:35 PM, she called, saying the repair was "risky" and that they'd follow up. I was confused as to why I couldn't speak directly to the technician.
On Thurs at 2:45 PM, the same woman called, saying my laptop was fixable for $150. I told her I'd think about it, and she said to call back anytime. At 4:26 PM, I called back, and she offered to lower the price to $115, saying it would take 3-5 days. I asked if they had any discounts like for UNLV students and she said yes. I also asked if they would do $100 cash, and she said she'd check with her boss.
Fri 2:32pm I called the Pecos location. The man who picked up said they did not have an HP laptop. Well...that is certainly concerning. After multiple attempts, someone at Eastern finally picked up, took my number, and said I'd get a call back.
Sat 2:34pm after receiving no call back, I try to call the Eastern location multiple times and no one picked up.
Mon 12:34pm I finally reached someone at Eastern, who claimed they had been "trying to call me all weekend." I had no missed calls. She confirmed they were waiting for my approval. I said I spoke with the woman at the Pecos location who told me she was checking if I could do $100 cash. The woman placed me on a brief hold and then came back and said yes, that is fine. I say great and the woman said that the technician just ordered the part.
Since I was told the repair would take 3-5 days, I waited until Friday at 10:55 AM to check in. The technician is busy. At 11:57, Linda left me a voicemail that my laptop was ready.
I arrived at Eastern at 4:15 PM, gave my name, and the woman returned with my laptop, saying it would be $360 which I assumed was a mistake since that's the model name. I reminded her of the agreed $100 cash price. The lady then says she has to call her boss. She comes back and says its $115. I tell her I spoke to two people about the $100 cash and asked about the UNLV discount. She said no we don't have any UNLV discounts...okay then why did the Pecos woman tell me about it? I asked to see my laptop and noticed new damage, including chips and a crack. The screen was still sticking out. I showed her photos of how it looked when I dropped it off, but she insisted, "This is how we fix it."
At this point, I was overwhelmed and upset about the "repair." I told her my dad had the same issue fixed at this location for $80. She said there is nothing she can do and gave me two choices: pay $115 or pay $25 to have them remove the repair. RED FLAG
I only brought the $100 cash so I tell the lady I will be paying with card, she told me no. She said this is a cash only offer. RED FLAG I empty out my entire wallet for her. It comes to $103 and some loose coins. She says again "you either pay the $115 or we take off the fixed part." At this point, I am crying and upset that I had been so trusting to a business that clearly wants to take advantage of its customers. I then asked for my charger. She couldn't find it. After calling Pecos, she told me it was there and that I'd have to pick it up myself. RED FLAG
So after being bulldozed by an employee who played a game of "he said, she said" about the pricing, getting my laptop moved to a different location without my permission, having been left in the dark about what is going on with my laptop all weekend long, NOW I have to go and pick up my own charger? RED FLAG
The woman called her boss again and said they could do $110. I picked it up from Pecos, borrowed $10 from a friend, and paid the full $110.
Do not go to Wireless Toyz. My family has used them for years, but this experience was unacceptable. Fighting a customer over $10 after confirming a price is ridiculous. I'm glad my laptop is working, but that is no way to treat any person.
