Told I Needed a New Hard Drive – It Was Just Screen Brightness
Extremely disappointing experience. I left my laptop with this company for 6 days and received minimal communication throughout. Whenever I requested an update, responses were either delayed or evasive. When I mentioned needing to collect my laptop on a Friday, I was told I’d need to pay upfront—even though no work had been done at that point—which felt unreasonable and left me with little choice but to wait.
On the following Tuesday, I called for an update and was told I’d be contacted shortly. Instead, I received a vague text message three hours later saying the laptop had a fault they were investigating. An hour after that, another message said the screen would boot up but then become very dim at the login screen. Peter then suggested that I might need a new hard drive and a downgrade to Windows 10. I responded to say there was nothing wrong with the hard drive—it worked perfectly well when connected to a second monitor.
At that point, I no longer trusted their assessment and decided to collect my laptop without informing them. I arrived at 4:40pm to find the shop being packed up for the day. Had I not turned up when I did, I doubt I would have received any update. It was only then that the real issue—low screen brightness—was discovered, something they had clearly overlooked. Wendy appeared visibly embarrassed when I pointed it out, as they were unaware that screen brightness settings are handled differently in Windows 11.
Despite the delays, misdiagnosis, and poor service, I received an invoice two days later with no goodwill discount or acknowledgment of the inconvenience. When I challenged this, I was dismissively told to bring the laptop back so they could remove the screen—an unnecessary and frankly unprofessional response.
This could have been resolved with a simple apology and some accountability. Instead, I received poor communication, inaccurate diagnostics, and rude customer service. I cannot recommend this company based on my experience.
3. kesäkuuta 2025
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