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Consumer Complaints

BBB Accredited Business since 09/01/2006

MyService

Phone: (408) 855-0010Fax: (408) 855-8101

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by Resolution

Complaint Resolution Log (2)BBB Closure Definitions
10/13/2014Problems with Product / Service | Read Complaint Details
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Complaint
Mac Service stated that it was an Apple authorized service. My Macbook had a sealed battery which needed replacing. They sent me a UPS box and as instructed I sent them my Macbook and adapter. The computer was returned minus the adapter and on calling them they finally sent it to me. When I turned on my computer I found out several of my keyboard keys did not work any more and the software was messed up. I called them and they said it must be my internet or software. When I sent them my computer my software was fine. The R key and the f key did not work at all any more so I could not type. I called Apple and they said these people were not Mac authorized and to repair the damage the had done to my Macbook would cost me an additional $400 dollars. Since my Macbook was three years old after spending $120 with MacService another $400 was not worth it so I had to buy a new computer. This whole event has now cost me $1,000.
Order_Number: **XXXXXX

Desired Settlement
There is no way to correct this. I want them to pay me the repair money back plus $200 toward the cost of having to buy a new computer. I now can't even sell my Macbook. Otherwise they can replace the Macbook I had. They deny any responsibility.

Business Response
To Whom it May Concern:

****** ******* placed her order with MacService on 8/10/2014 for a battery replacement. Once received, we ran a diagnostic test, as we do with all machines upon arrival. Our technicians determined the only issue was the battery and after contacting ****** with our results, she approved a battery replacement repair. We proceeded to replace the battery and complete an outbound diagnostic test. This test is done to ensure all components that were operational upon arrival, as observed in our initial diagnostics, are still functional upon their departure. The MacBook was shipped back to ****** on 8/20/2014.

We got a call from ****** days after, indicating she was having software issues and she was not able to login to FaceBook, nor into her e-mail account. We informed her that we only perform hardware repairs and thus the issues could not be related to the battery replacement we performed. We recommended her to contact Apple for any software related issues, as they specialize in resolving software issues.

After that recommendation, ****** called back days later to say her AC-adapter was missing. As per our company procedure, if an AC-adapter is sent in with a customer's machine, we note it in our system and immediately tag it with a sticker identical to the one put on her machine. We greatly value customer service, so as a courtesy we sent her an AC-adapter free of charge.

During the conversation, she also stated she was exhibiting issues with the battery not holding a charge, and now several keys on her machine were non-functional. After reviewing our incoming and outgoing diagnostics, her keyboard showed no sign of malfunctioning, nor did we do any repair that would have an effect on the keyboard. However, we wanted to ensure her machine was fully functional, so we recommended her to send the machine back in.

At this point she became irate and insisted on us refunding her credit card for the battery, to which we informed her to send the machine back as standard procedure and we would undo the battery repair and process her refund. We even offered her free Next Day shipping to expedite the process. The RMA (Return Merchandise Authorization) was setup on 9/5/2014 and shipping materials were sent to her, free of cost.

Once received, we refunded her credit card back for the battery and canceled out all applicable shipping fees. Even though she was refunded for the original battery replacement, we installed a brand new battery at no cost to help earn back her trust. Additionally, we went above and beyond by replacing the entire top case, which included a brand new keyboard, again at no cost. We contacted ****** to inform her of the service we performed on the MacBook and notified her that it was all completed free of cost and the machine was sent back to her.

To the best of our knowledge, the issue is resolved. We value the trust of our customers and feel we have demonstrated our insistence on going the extra mile to ensure all of our customers have a great experience.

Please do not hesitate to contact us if you have any additional questions or concerns.


Best,

*********

03/11/2013Problems with Product / Service | Read Complaint Details
X

Complaint
I wanted to sell my "working fine" laptop, so I took it to them and explained "I would like you to check if it can hold 2gb of memory". For 3 years it was running fine on 1 gig after We Fix Macs told me it works fine, but with only 1 gig. I only wanted to know so that I could add that information on my add. They returned it and at first it would not turn on. When finally it did, it immediately had a " "Kernal Panic". I called them immediately and for 30 minutes tried to explain that it used to have these Kernal Panics prior to my taking it to the other guys, not after and not since. They would only repeat, like a mantra "You need a new board and Kernal Panics are expected until you replace the board" They then said they will call me back. STILL WAITING. I then wrote them a 3 paragraph email explaining everything. NO RESPONSE. I am very dissatisfied with the way they handle customers complaints. They service a lot of Apple products and in my opinion it wouldn't be a bad thing if they could also learn from Apple the correct way to handle customers dissatisfaction and/or complaints. I've always, only purchased Apple and I've never heard "We'll call you back" or "What email?" and I doubt I ever will.
Product_Or_Service: 1/11/2013
Order_Number: MS434567

Desired Settlement
I explained to them. -The board would cost more then the laptop to fix, so that's out of the question. -We Fix Macs said it would only WORK with one gig not two. And it has been.-I trusted them to tell me if it can hold two. Just so that I can sell it with/without-Now, it will not sell for more then $0.00-They should take responsibility and make it right. I don't know how they can, but they should. THEY DIDN'T DO THEIR JOB. They did ruin a working laptop.

Business' Initial Response
Contact Name and Title: Amber R. Service Advisor
Contact Phone: 877-622-3473
Contact Email: amber@macservice.com
I am very sorry to hear that you were not satisfied with the diagnostic results. When We Fix Macs performed the initial diagnostic, they most likely found that one of the RAM slots is faulty. This would be the reason that they stated that only 1GB of RAM would work in the machine. It is very common for a single RAM slot to fail and then the second RAM slot to fail in the future. RAM slot failure is very common in this model of PowerBook G4. If the RAM slots are faulty we will have to perform a logic board repair.

I can assure you that our technicians would not have damaged the machine during the diagnostic process to cause this sort of issue. If a machine were damaged at our facility, we would immediately take responsibility.

We strive to provide excellent customer service and our reputation is very important to us. We would like to have your PowerBook come in for service so that we can repair the machine for you at no cost. You are welcome to bring the machine in for service anytime during our business hours. We are here Monday-Friday from 8:00am-5:00pm. You do not need an appointment. An order has been set up for service in advance. Please feel free to contact us if you have any questions by calling XXX-XXX-XXXX.

Thank you,

Amber

Consumer's Final Response
I just wanted you to know, my answer I wrote to you about My Service's response was truthful in every way, but I didn't understand what "Do you accept their response" or not. I think it said something like that. I wrote "I do not accept it and that's what you wrote on my letter to them. What did that mean? Should I have accepted it? would it have made a difference?
Thanks
**** *****

Business' Final Response
I am very sorry that we did not respond to your complaint sooner. If you have any further questions or if there is anything else that we can assist you with, please feel free to contact us directly by calling XXX-XXX-XXXX.

Best Regards,

Amber

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Computers - Service & Repair

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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