I just wanted to thank the service department at the North Sydney store of Computers Now for being so damn GOOD.
The battery in my MacBook Pro decided to die today:
It wasn't recognised by the computer, and didn't charge.
I first went to an unnamed store, where I was quoted a 2-week turnaround time for a technician to diagnose and fix the problem with the computer (even though I demonstrated it was a battery problem by swapping in another, which charged). Losing the entire computer would be like a stake in the heart at the moment, so I declined and walked out the store.
I decided to try up the road at Computers Now in North Sydney, as I had good experiences with them in the past. I explained the problem, and that I had a hunch the battery was at fault. The woman at the service desk took the computer (and battery) out the back, and returned a few minutes later, confirming the battery was faulty (I saw them swap it out for another), and that they'd order a replacement from Apple for me. I was in and out of the store in under 5 minutes, and I got to keep my computer. Now that's customer service!
I’m a little confused about this:
It’s good customer service to believe you, and let you take your own computer home with you?
No, not totally correct.
1) They quickly diagnosed what was a simple problem by taking it out back and confirming that the battery was at fault.
2) I was able to book in the battery and now have a replacement on order (after confirming that there is a problem with the battery), with the added bonus of not having to be without my laptop for up to 2 weeks (according to the other store).
Hi,
Just writing to agree with you that Computers Now in North Sydney are fantastic. Two weeks ago my less than 2 year old MacBook Pro died – it just wouldn’t start. I went to an unnamed Apple repair centre (large chain) and was told it would take 8-10 days for a diagnosis. I explained to them that it’s my work computer and is very much in use all the time, so I can’t wait for 10 days. Their response was, “we have 80 – 100 computers in the back to be looked at and they’re all work computers too”. I just walked out of there completely irritated, partly because 8 – 10 days for a diagnosis is unacceptable, and partly because of the appaling customer service.
Computers Now had the laptop diagnosed, repaired and back to me in a week. I’m a huge fan now.
Meg