I'm pretty pissed off with this business right now. Brought my son's Macbook here to have the screen replaced almost two weeks ago. I told them when I brought it in that I needed the work done before my son went back to school because it was mandatory that he have it to do his school work. They had 4 days and they told me that wouldn't be a problem. Every time I checked on it, I was told the part hadn't arrived.
My wife called today to check on it and she was told by Luis that the part still hadn't arrived so she told him if they didn't receive the part by 4pm, She was going to come and pick up the Macbook and find someplace else to fix it. She was very polite about it. Explained the importance that our son have the Macbook for school and Luis said that he would call the courier and try and get the part in before the end of the day and then replace the screen.
10 minutes later, Udi, the owner called back and started scolding me, saying that they actually did receive the part yesterday, replaced the screen but the video wouldn't work on the new screen. Then he started telling me how hard it was to replace the screen and I was being unreasonable because I wanted to come and get it. So they lied to my wife about not receiving the part and I'm the one being unreasonable? He was very defensive, telling me that the part was very expensive and that they were working really hard on it. But why didn't Luis mention any of this when my wife called? He was still going with the story that the part hadn't even arrived and it was the couriers fault. I continued to remind him that the laptop is an absolute requirement for my son's schoolwork and that he was falling behind in class without the laptop. We were also told that the laptop would be done in 4 days tops.
Udi said that they were going to work on it and have it done by the end of the day and he would call me when it was finished. Instead, around 3:30 I get a phone call from Luis telling me that they couldn't get the video working on the new screen so they put the old cracked one back on the Macbook and they give up so I can come and pick up the laptop. WHAT THE FUCK?!? completely unprofessional.
So I rushed over there and on the way, I called ACS Computer and explained the situation. They told me they had the part in stock and can have the work done in one day. So I hurried to pick up the Macbook but when I arrive, Luis and the owner are waiting to explain themselves. Again, telling me how hard it is to replace the screen and how expensive the part is, which is another lie because i checked the price before I brought it in. They tried to tell me the screen cost $139 yet I found it online, brand new for between $42 and $92. Then Luis starts showing me pictures on his iPhone of the Macbook taken apart so I could see how complicated the job is. Along with the pictures of my Macbook, he flips to an indecent picture of some girl, I don't know if it was his wife or what but he quickly flipped to another picture. Woops! At this point, I could care less about how hard the work was or anything else. They've already wasted two weeks of my life and I had to get to ACS before they closed so I grabbed the Macbook and headed to ACS.
When I arrived at ACS, I was greeted by Joli, who is their Certified Mac Tech. I explained the situation and she was shocked. She said swapping the screen should have taken a day at the most. She then shocked me by telling me she would have it by the end of the day. It was 5 O' Clock. ACS Closed at 7. I was so overjoyed. But not only that, the price was only $199.00. ICS quoted me $250. I also wanted ICS to update the OS to Mountain Lion but they told me my Macbook wouldn't support it. They offered to upgrade it to an older OS for another $250.0 No thanks. ACS upgraded the Macbook to Mountain Lion free of charge.
I left to go and run an errand and Joli called me at 6:30. The Macbook was done. But there was a problem. The reason ICS couldn't get the display to work was because they burned out the video cable. And when Joli plugged the new display into the cable, it burned out the new display. They didn't have another one in stock so she replaced the display with a used one that she was using for testing and ordered a new display and she said to bring the Macbook back on Wednesday and she will swap in the new one. She also pulled another video cable from another Macbook and got the display working so my Son would have it for school. She's also going to put a new video cable in when she swaps the display. Now that's what I call Super Customer Service. Going above and beyond for the customer. Joli told me that ICS also used the wrong screws to put the Macbook back together and the work was extremely shoddy.
I will never use this company again. When I first walked in their door, I was prepared to spend close to $1,000. Because of their incompetence and unprofessionalism, they have lost a customer for life. They are crooks and liars. read more