Techvera

Reviews 3

SA

Samra Bufkins, MJ, APR

Im leaving my original (although edited) post below because its a cautionary tale--ask more questions--but Im happy to report Reese Ormand, the owner, got in touch with me and offered a refund on the computer I bought from them. I really need two computers, so I requested it be repaired. They ended up replacing it with a slightly better (refurbished) model, did the data transfer, and set it up perfectly. So yes, I had a problem, but good companies fix problems (Reese told me he was going to re-train some of the staff so people like me know exactly what they are getting, and to avoid any more miscommunications in the future) and these folks did. But what I learned is--ask questions and get everything in writing. Yes, I felt like I had been misled but it was because of a breakdown in communication, not malfeasance on their part. Im confident staff has been re-trained and I dont hesitate to use them again. Heres My original review, edited for length: "It pains me to write this review, because Ive been pleased with the work done here in the past and have referred people here for years...I took my laptop in for repair and was called and told it was unrepairable. The person said they had a Dell Latitude on sale--I think it was around $350--and because I really needed a computer fast, I agreed to buy it. I asked if it was brand new and he said "yes." The next day I picked it up and was surprised it wasnt in a box and had a scratch on the case. I should have insisted on documentation then, but I trusted these folks because Ive worked with them before. I asked about warranty information and the woman said it was all online. I checked warranty info and the Dell warranty for that machine expired nearly a year ago. A couple of weeks later I made an appointment through their website for service in the store--I suddenly lost Wifi. That was an easy fix. I asked about the warranty issue and the woman at the desk was evasive and said "We offer a 90 day warranty." I was still suspicious that I had been sold a used, refurbished laptop but didnt pursue it. Then I suddenly started having odd problems. I also occasionally felt tingling and mild electrical shocks when my hands touched the edge of the case. Finally my Windows 365 stopped working. I checked with the IT department where I work (who supplied Windows 365) and they suggested several fixes, none of which worked. They then recommended I uninstall and re-install it, which failed because it kept saying there was a file open somewhere. My IT department suggested I might have a corrupted Windows file. That was a Saturday evening. I immediately went online to Geek on Wheels, where the website brags about 24/7 service, and once again booked an appointment for 3:00 p.m. on Sunday. When I got there the receptionist said they didnt have any techs on duty, but she could take the computer, charge me $60 for a diagnostic, and somebody could call me in a couple of days. I said I couldnt do without my computer because I teach and needed it so she made ONE PHONE CALL and I heard her say the email with my reservation came through but she didnt see it until just then so never called a tech in. She then said "Well, its 3:00 and we close at 5:00 so theres probably not much wed be able to do for you in two hours." I blew up, told her I felt cheated because Im pretty sure the computer I was sold was used, and that the setup and subsequent fix didnt work, and if their website took appointments for a Sunday they should have a tech on duty on Sunday. She said they never have techs on duty on weekends, which is untrue because Ive had work done on weekends.She wasnt very helpful (after all, I heard her tell whomever she talked to on the phone that she never checked the email until I got there, and it was apparently her responsibility to get a tech on duty). Ill admit I lost my temper and she said "Its not my fault, Im just the receptionist." I walked out and went to another store and BOUGHT A NEW COMPUTER."

A

Anonymous User

The only thing I was happy about when this business worked on my laptop is that it did not end up being the "most expensive" suspected probelm. The problem was diagnosed and the part that needed to be ordered arrived quickly...but that is where everything turned south. I went to pick up my laptop and jokingly said "I know it is fixed but I should just take a peek"...well, it was not. So, I was given a lot of excuses including " sometimes the new parts are actually defective from time to time." Ironically, he had not ordered two replacement parts as he stated he needed to "keep one in stock" so it took about a week to get another part, which was from another supplier and would be "used". A week later, I was informed my laptop was ready. So, when they brought it out from the back I noticed that my AC adapter was not with it. He then asked if I was sure I had left it with them and that it was not documented on the paperwork. I had specifically made sure that I had brought it with my laptop as I had not used it for a few months and also had no way of knowing how much charge was left on the battery due to the issue that needed fixed. Why would I bring in a laptop that had very little battery life and power source?? He went back and found an adapter that was the same brand of my computer but I did not recognize it as being mine...especially the "small chew marks" on the cord that could have only been done by an animal. He then explained "well, I worked on two HP laptops this morning and one came with an adapter and one didnt...I dont remember which." After speaking to HP twice form two different departments, they not only told me that the part numbers on the adapter and cord given to me did not match the part number of the adapter/cord for my laptop model but that it was not compatible with my laptop. I have also turned my house upside down looking for the adapter...including looking in the spot, in plain sight, where it had been for the 3 months I did not use my laptop. Words can not describe how I feel about the total lack of documentation that should have taken place when I brought my laptop (with adapter) to be fixed, but also the fact that they did not seem very apologetic about my laptop not being properly fixed the first time and that they have no idea what happen to the adapter. There was so much finger pointing, lame excuses and disbelieving (whether or not I furnished them with my power adapter) that they had made any type of mistakes. Yes, my laptop is working properly (after a second try and my time and gas to pick up an improperly repaired laptop) but I will never use this business again in the future.

SH

Shauntee Watson

In short, it was AWESOME! I found them on the net. Spoke with Tyler who did a great job assisting me on the phone. He guided me through ordering my part. Talked to me about cost efficient ways. Though I live in Dallas (South of the Trinity River), I did not mind taking the drive to Denton. Tyler, Gabriel, and James were such a great help while I waited there for them to service my computer. ~James went above and beyond his required tasks and was diigent in his work and explanations! ~Gabriel was as coordial and pleasant with customer service as they come! as well as knowledge of computers and recommendations! ~Tyler was just as helpful face-to-face as he was via the phone. It may sound like overkill, or "too good to be true," but this team of professionals help the owner run an establishment that meets the needs of the customers. ~ Would I recommend them? YES! Highly! ~ Will I return? I certainly will!

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