Laptops & Beyond

Review: I brought my HTC one X in to Laptops and Beyond to replace the screen. They ended up over gluing the device and damaging it beyond repair. I made and agreement with [redacted] that at this point if he was unable to repair the hone he needed to provide a replacement. In which he said he understood. My husband also heard him acknowledge if they were unable to fix it a replacement will be done. He than said that the phone was actually broke more. When told about our agreement he said, "I never said that, it was a bad connection, I am not replacing the phone".Desired Settlement: Laptops and beyond has destroyed the phone beyond repair it needs to be replaced as agreed upon.

Review: Have been a customer since 2008, have purchased computer, accessories, hard drives, services and there's been a massive decline in service over the years. I've had some employees erroneously tell me that certain things could not be done and they refused to help me i.e. Setting up my generic mail app on my iPhone so that it accessed my yahoo mail. I've called on many many occasions for assistance, was promised a call back at a specific time and was never called at all. I've had to wait hours and hours for emergency IT Support that they told me they would provide but they never followed though and I was left hanging with a non- functional computer for up to 48 hours. Between July 2013 and December 2013, I had to bring my computer in for service at least 4 times paying what it would cost to just get a new computer but they didn't mention that until they had already taken payment of several hundred dollars. At no time did they offer to apply any of those charges toward the purchase of a new device. Now that I need to upgrade operating system and software, they have told me they will not help with that at either full price or with an accommodation of any kind. Instead they told me to either buy and install the software I need on my own or to buy a new computer. The individual who I last spoke with who said this is named [redacted]. Prior to that [redacted] had promised to help me with operating system and software upgrade, agreed to call me at a designated time with pricing, and said that they would work with me because I am a "good customer". He never called and 2 hours later I had to call them. This is how I ended up speaking with [redacted] who wouldn't help me at all. As a side note, I live 45 minutes away from them and have travelled to them consistently out of loyalty rather than finding a provider closer to my area. This is not an acceptable way to treat clients who've been loyal for 6 years.Desired Settlement: I would like my money back for the wasted trips (45 min each way) for servicing my computer over and over during such a short period of time. They blame me for needing the services, but if they had performed them properly, I would not have required so many services. They should have educated me on how to better use the products I purchased from them to take preventative measures for future servicing, but they didn't. They didn't even explain what they had done during the servicing I paid for, and there's no record that they actually did anything other charge me. In addition, rather than taking my money for so many services, they should have previously offered other cost effective solutions. This is all bad customer service, bad business, and unfair business practices.