|Address:||317 E Main St, Carbondale, IL 62901, USA|
|Working:||10AM–6PM 10AM–6PM 10AM–6PM 10AM–6PM 10AM–6PM 12–5PM Closed|
They charge you $60 for inspecting/diagnosing your laptop (even if you have an Apple warranty, which they are certified under). They told me I might just want to buy a new laptop because mine would be so expensive to repair. In tears because I couldnt afford that, I was asking questions concerning my apple warranty, options, and the specifics of why they couldnt fix it. The lady who works there clearly became annoyed and cocked a huge attitude because I needed her to explain why my warranty wouldnt cover it. (My laptop had very minor water damage, even the sensors inside werent triggered by it, yet Apple and Carbobdale Computer Repair said it wouldnt be covered due to "unnatural malfunctioning"). Whether I agree or disagree, I understand why Apple wouldnt cover it. But being so upset in the moment, I needed someone to be specific with the details for me. As I was asking questions, I could tell the lady didnt want to assist me anymore as she goes "ya well water and electronics dont exactly mix, thatll be $60". Thank you, Im not an imbecile. That comment felt like a huge "shut the **** up". All I wanted was to get the details straight so I could decide what to do next. This decision is most likely going to cost me $1,000 that I dont have to buy a new laptop so pardon me for asking questions and making you do your job. Please seek some customer service training. You arent the one with the broken laptop, so Im not even sure what gives you the right to be upset with me. It almost makes me laugh how unprofessional you were, because all I did was ask for an explanation. I will not be returning, recommending, or seeking out services from here again, because of you. While the majority of my visit was horrid, not all of the workers were so insensitive. Thank you very much to the man also working there who gave me a refund on my visit (since I went twice in a month for the same problem and hence charged twice for the same diagnosis). The first time I went on my own and the second time Apple actually told me to go back, so I really appreciated the understanding and the refund from the fellow otherwise that wouldve put me out $120 instead of $60. My review reflects more of the experience I had with the elder lady than the quality of work Carbondale Computer Repair provides. My recommendation is if you have an Apple product with warranty youre better off shipping it in to Apple directly (if you cant take it to an official store) and getting it diagnosed for free. Im really quite sorry for the bad review because the men there were always incredibly nice to me and I know many people have had good experiences with the company, but that lady just ruined it for me. Adding wood to the fire when it was not necessary.
So as you can see from the number of stars I didnt really have a great experience. However, I would like to start with the good. The people I spoke with at Carbondale Computer Repair were incredibly friendly. Very courteous people. They apologized when they felt they did something wrong and you could tell they actually meant it. Now the bad. I brought to them a laptop that they had diagnosed months ago as needing a new internal DC jack. I thought, that was something I could do myself so I purchased the part, go out my soldering iron and realized I dont have a lot of experience de-soldering. So still taken apart I brought it into them. I explained the situation and even gave them the part they needed. Just de-solder that, solder this and poof well be good. They quote me and tell me it should be done within the next week. So two weeks later I call, they cant find my laptop, its chaotic. Lots of apologizing, lots of confusion. I say, well just call me back when you have this sorted out. Long story short, they did not re-solder anything (they decided it was unnecessary) all they did was put my laptop back together. I think, oh well they must have fixed it some other way. I plug in the power cord and its still not charging properly. They say I need a new power adapter (on top of what they will charge me for putting my laptop back together), so I ask for one of theirs so we can prove that will fix it. They pull one out, same issue. Now they say that its because theirs is used just like mine. Now from a troubleshooting perspective, this makes very little sense. I ask them if they are still going to charge me for putting the laptop back together even though thats not the work I originally was quoted or even asked for. They say yes, because I cant dispute their claim until I buy a new power supply. Feeling frustrated but yelling isnt the civil thing to do, so I pay and leave. 1. I never spoke with the technician that was working on my laptop. 2. The people I did speak with were very nice. 3. It is my opinion that if your technician says one thing but your customer is leaving without a fix and they are unhappy, perhaps you shouldnt charge them. As you didnt provide to them any actual service. *your mileage may vary.
Short review. Fast, friendly, knowledgable, reasonable prices, great service! They do the job, they get paid. Their reputation is, shall we say... Solid. Long review. I was in town to help my mother in the hospital, I had tried to set her up so she could watch movies on her laptop while she was awake, and keep her from dwelling on multiple health issues. Found a nasty set of viruses and tried to remove them myself, ended up breaking her ability to connect to the internet. I was leaving town that night and still couldnt get her set up, googled and did a little research and found the awesome staff at Carbondale Computer Repair after best buy had tried to sell me Windows 8 and charge for install and wiping old system. CCR explained all options and that Microsoft conveniently puts the key on the bottom so you can reinstall. Anyway they wiped and reinstalled so I could get it back to my mom in time :-) and for a reasonable price for their work. Very cool people they made a rotten sitiuation a ton better by just being good at their jobs. Shiny!
My computer was worse after this company touched it. I had a PC that was running slow from some malware. Basically, some annoying pop ups kept appearing. Other than that that the machine worked fine. Never had any start up problems. I couldnt remove the malware so I asked for a clean install of windows. Ive see this problem before and am an experienced user. They ran "diagnostics" and told me I needed hundreds of dollars of work. I declined since the investment wasnt worth it to me. I picked up my computer and it wont even start up! I returned and asked that the machine be restored to its prior, working condition. They treated me like an idiot and refused to take responsibility for damaging my computer. I strongly recommend against trusting this company with your computer.
A few weeks back my 2011 Macbook Pro began experiencing weird lines and distortions on the screen, getting so bad to the point that I couldnt even turn it on. A short phone call with Apple explained that this was a known issue and that a recall was even out on it, advising me to go to Carbondale Computer Repair for the work. Normally I would fix my computer by myself, but not being one to turn down free service, I was happy to visit. Carbondale Computer Repair took the laptop with almost no explanation needed, and had it back in my hands and fully functioning in about two days! Im glad I trusted this business with my laptop, and highly recommend it for anyone needing service—warranty or otherwise.