I experienced THE WORST EVER customer service in your Madison Heights, MI store. First of all...I am NO idiot when it comes to computers...not by any means. So when one of your sales reps asks me "Awww...did you pick that one out all by yourself honey?" Not am I only offended...but I cannot believe you would hire some jackass who treats your paying customers like idiots!!! Plus I showed him a thing or two!!!
Next we will go onto your service department...
I take in my computer...that I just bought 4 weeks ago...to have the card reader replaced because it isn't working. No big deal it happens and it is under warranty...right??? WRONG!!! I am told by the first person who greets me at the counter " This is no big deal, I should be able to have this to you by the end of the day" (That means Monday, September 17th in the evening since I dropped it off at NOON) So I call at 7:00 in the evening and ask if my computer is ready as I was told it would be. I am on hold for 12 minutes before I hang up and call again - because your ever so helpful people are too brain dead and lack the common sense to pick the phone back up and say that I may be on hold for more than a minute or two!!!
Finally after another 8 minutes (we are up to 20 minutes now) I am told that diagnostics are running on it. I call back Tuesday, September 18th and am told (after being on hold for ANOTHER 23 minutes) Sorry, but diagnostics are running on it. Do I really look like an idiot??? Same story on Wednesday, September 19th - after being on hold for 17 MINUTES. When I ask for a manager, I am put on HOLD YET AGAIN!! This guy Rick tells me "You must have misunderstood how long it would take. REALLY?!?! How do I misunderstand when I am told that it will be ready the same day??? How do you people run a business this way and still have a business to run?? And you wanted me to pay for the extended warranty I guess the negligence was FREE!
It is now Thursday, September 20th and here is how it went today... I call at 5:30 and speak to another Rich - he tells me that the diagnostics are DONE and what I initially told him was wrong with it was INDEED the case (IMAGINE THAT) He goes on to tell me it will be ready to be picked up tonight, and call by 8:00 pm to make sure its done. So I do just that. I call at 7:30 pm. Another idiot answers the phone and puts me on hold for 13 minutes. He comes back to the phone and tells me its still running diagnostics - (HOW FREAKING STUPID ARE YOU PEOPLE????) Ok...get me a manager...another 18 minutes later I get John on the phone.
This is the same man that initially told me it would be done on MONDAY!! He, as an employee, is astounded by the lack of work that was actually done on my machine - other that diagnostics of course - he tells me that he has the parts and will have it ready for me to walk out the door in 20 minutes! Are you kidding me!?!? I mean all this diagnostics over a $10 part and 20 minutes to install. You should be ashamed to even have a tech department when only one person is doing the work. You can bet your sweet a*s I will never purchase another item from your place. And I work with a lot of techies...so I will be spreading the word.