MacSolutions Plus Reviews (%countItem)
MacSolutions Plus Rating
Address: 9364 Transit Rd, East Amherst, New York, United States, 14051-1495
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I dropped off my iPad on 7/21/18 to be fixed, if possible, then sent to Apple for a replacement. After 3 weeks, I went in to find out that they had never sent it after telling me they had. I was told that they would send it to Apple and my replacement would be delivered the next day. After 5 days I returned to the store and was told that FedEx lost it. I was given the tracking number and they had. They are, I am told, trying to recover it, but at this point I just want my iPad. I haven’t received 1 phone call from them. I have had to drive a half hour each way several times to try to get this issue resolved. In the scheme of things it’s not a big deal, but the lies, evasions and lack of professionalism is beyond the pale.
Thank you
Customer originally brought iPad in on 7/23/18. iPad had been submerged in water, tried multiple diagnostics and to perform a backup for the customer. The screen had no touch functions and wasn't usable. Quoted flat rate mail in price to customer with 3-5 day turn around. Apple rejected the original request and requoted a higher price for the amount of liquid damage. I do see there was a gap in the time she was relayed this information. When she came in to check on it on 8/16/18 we gave the requoted price and ordered a whole unit replacement for her. Said replacement was processed and mailed by Apple on 8/16/18 express and should've been delivered on 8/17/16 as she was told. Per the tracking information attached, fedex misplaced the box and we opened a case with them immediately, after a couple of days they responded they can't locate it. On 8/23/18 when she came back in looking for the replacement I opened a case with Apple to tell them the delivery never arrived and we needed another replacement. The case had to be looked into by Apple and escalated to the shipping team and I am still waiting for them to send a replacement. While I understand the frustration these things are beyond our control. As per the attached work order we already offered to give her the new unit at the original quoted repair price which is a 50% discount.
At this point I am not going to argue the symantecs of what she was told vs what the order process is. The pricing changed when it was processed through as to the extent of the liquid damage. We reprocessed it for her and offered her the discounted rate from what we saw on our order site. I have attached the escalation notes between us and Apple once we realized Fedex lost the shipment, I cannot offer anymore from Apple as it contains confidential information from our Apple account. I am sorry this happened and I understand the frustration we have done all we cant to try and rectify it for this customer. At this point her original damaged iPad is here waiting for the replacement box to show up so we can send it back to Apple as the exchange. I can send her that and she can take it to Apple, or she can wait for them to send the replacement and I will mail it to her and waive the charges. I do not have a new iPad to offer her.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. At this point, just get me the iPad at half of my original quote of $249.00. I was told that my iPad was sent to Apple, but it seems this company still has it. I just want to be done with this company. The back-up was done August 21st, not July 23rd. It was done right in front of me. I noticed that any communication with Apple was done after the August 21st visit, so it seems that my iPad was sitting somewhere in the back room of the business. I went to Apple today and they were shocked at what I was going through. I was told that I would have had a new iPad the same day if I had initially gone there. They also had no information before August 21st pertaining to my iPad when I gave them my serial number. Let’s get this over with.
Regards
Last Spring, I brought my *** to Mac Solutions Plus to be repaired. I showed the technicians exactly what the problem I was experiencing and asked if they could fix it. They repeatedly said yes. My computer would turn off and on repeatedly before starting and would shut down mid use. They said they could fix it. They had my computer in their care for a month, without calling me for updates. I had to repeatedly call and ask when the computer would be fixed (they orgiginally quoted less than a week). I finally returned to pick up my computer and was charged around $500 (I can obtain a copy of the receipt for exact purposes if needed). I went home and realized the issue still remained. The computer would turn off and on. I brought it back to the store and showed the person at the counter and the technician what was happening. They said they would repair it. A week later, they had me return and said they couldn’t recreate the issue so it probably just had to work itself out. In the meantime, I moved to Massachusetts. Since moving my computer has not changed and still shuts off repeatedly. In December, I took a 2 minute video and contacted customer service, was given a ticket number and never heard from them again. I reached out again 2 or 3 weeks later and still no response. My computer was never repaired as they originally stated and they will not answer my concerns about it.
We received and reviewed the complaint stated above. *** did have a lengthy repair and it was discounted $75 based on the extended time to repair. We actually had to send her board out twice to the depot and unfortunately we do not have control of repair time. However with the attached SRO's you can see the steps that were taken, the many times she was contacted throughout the repair.We even offered a free loaner laptop which she declined. The second time she returned in June, you can see from our notes that we did additional work for no charge and the laptop was running fine for days. We were able to reinstall the system, move her data back etc. and the laptop ran for 3 days straight. In December we received an email that it 'never worked right' and she no longer lives in town to bring in the laptop which we again would've worked on again free of charge even though it was out of warranty. The repair had a 60 day warranty and we received no communication for 6 months after the last time it was in our store. The last communication from her was that it doesn't work and I want my money back. We would be happy to work something out but we can't give a refund without seeing the laptop outside the repairwarranty. A full refund which is what she's requesting without her laptop here is just unfeasible 6 months after last communication. She would pay nothing for a repair and battery she's had for over 6 months. We'd be happy to look at it again if she'd be willing to ship it in since she's no longer local but just giving back money on a repair that's out of it's warranty sight unseen just isn't good business. As I said above we are willing to work something out, but didn't respond to her ticket once we received the notice via Revdex.com. Sincerely, Garret C President/Owner
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The business never reached out to me first regarding the initial lengthy repair. I had to continuously call to ask for a status update. I have no idea where the $75 price they are coming up with came from. I continuously contacted the business and went in with my partner and he was standing there when the employees told us that they could not recreate the problem even though I showed the employee the problem. Imagine going to a doctor and telling them you are sick but they keep telling you there is no problem. That is why the lengthy delay in contacting the business. I never received good service and was constantly told my computer did not have a problem other than an issue with the logic board and battery. I repeatedly asked if the problem concerning the shutting off would be fixed, when I initially dropped it off, when I picked it up, when I brought it back, and when I picked it up again. They repeatedly told me yes when in fact this is not the case. I will be in the area for work in the beginning of February. I can bring it back in and I expect it to be fully fixed or to receive a full refund. On a final note, I emailed my complaint and waited almost 3 weeks before correcting the Revdex.com. I only received a ticket from the business and no further information that they were planning on addressing my concerns. Regards
I can confirm that we have possession of the laptop and are currently running diagnostic and looking at it. She asked that we mail it back to her once finished and we would honor that. Let me know if you need anymore information. Thank you Shawna