Experimax Houston Heights

Business reply on Google

Typically reviews are written closer to when the service occurred. It is difficult for us to respond to specific concerns on a transaction that occurred “years back”. We do have one customer named M Lopez from 5+ years ago that had a diagnostic done, but with our original point of sales system we don’t have specific notes on this transaction. Our current sales system now includes this information. We have never asked Google to remove a review, even if we find it unfair, and we aren’t going to do this today. We just don’t find it very helpful for our future potential customers, because it is impossible now for us to solve your problem in a timely manner since it happened so long ago. As you can see by the 100’s of reviews we have received over the past 8 years , this review is not reflective in the type of service that we have provided in our community since February of 2016. We are a family business and we want to provide the best service possible, and a review like this, written so long after the fact, doesn’t help us to help you or to improve our systems. It feels like the sole purpose may be to just to potentially harm our business. We hope that this is not the case. So, if you

Business reply on Google

Hi James! This review is unfortunate. For the past 6 and 1/2 years, this family owned business has proudly served this community by repairing all brands of computers. We also repair Apple® Computers, Phones, iPads, & other devices. In addition, we sell Certified Pre-Owned Apple Computers, Phones, & Devices. Everything we do is with a 1 year warranty. We have always achieved excellent review scores across 350+ Google, Facebook, & Yelp reviews and we've been recognized on numerous occasions for Outstanding Computer Service. To give us a 1 star review when we do what we say we will do since March of 2016 seems unfair. A review like this seems designed to hurt our business and I hope upon further review that you might reconsider that choice. Just remember when you give reviews like this to a small family owned business, there are people there working hard to provide for their customers and in our case, for our 4 kids as well.

Business reply on Google

This review is not an accurate depiction of what occurred. You brought in your computer for a diagnosis. Your computer would not come on. We determined that you needed a logic board repair. We then quoted you a price to do this work. You chose to not have the work done and then didn’t want to pay the agreed upon diagnostic fee of $39.99 when you picked up your computer. We decided to wave the fee for you. A couple of weeks later, you then called us saying that we damaged your battery. We know based upon the procedures that we followed that we didn’t damage the battery and we recommended that you follow up with the vendor that you purchased the battery from if you are having an issue with it now. We have had numerous conversations with you about your computer that occurred initially and again today. We stand by the decision to not compensate you any further for something that we know didn’t happen. We believe that your attempts to get more from us beyond a free diagnosis over the phone today is unfair.

Business reply on Google

We are sorry that we were unable to complete your repair. We have a technician that specializes in the repair that you brought in and has done logic board repair for countless customers over the years. Unfortunately, after seeing your device, they determined that it was a repair that they could not do. We realize that this may be your first time in our business, but please know that our only “tactics” are to provide the best service possible for each of our customers. This is a family business, and there would be no gain for us to get someone up here knowing that we can’t help them with their technology issue. We have completed thousands of repairs for our customers over the years and in the rare occurrence that we can’t do a specific repair, we would have no way of knowing it until we see or attempt to repair the device. Thank you for coming to Experimax and for providing feedback to us!

Business reply on Google

This is our family business and for you to not want to pay the agreed upon diagnostic fee is one thing, but to go out of your way with this review to encourage others not to support a business that truly cares about its customers and has a proven track record in the community is actually vindictive. It is true that we charge $39.99 for diagnostics to determine what is wrong with a computer. A big part of our technician's time in the repair process is spent determining what is wrong, so that we can provide great information to our customers on how to get their computer working properly again. The diagnostic fee is then applied towards any repair that is done. Basically, in most cases - the first part of a repair is always the diagnosis. It is true that some businesses don't charge a diagnostic fee. Our intention by charging a diagnostic fee is not to take advantage of any customer, but to account for the time and effort to take apart a device and test it to determine what needs to be fixed. It is unfair to characterize this charge as a "surprise" as you stated. We are always upfront with this information and no one (including you) leaves our store without signing a work order that f

Business reply on Google

Hi Anna - we believe that there may have been a communication disconnect when you were in the store. We did everything that you and your companion asked us to do. We removed the hard drive, so that you could take it to a nearby data recovery company and they could then help you recover your information. We re-stated the work that you wanted done, performed that work, and charged the agreed upon amount to complete the work. We then gave you the information to get the work that you wanted done with a great Data Recovery company that many of our customers have used and have recommended that is nearby. Unfortunately, this is the only course of action when a computer’s hard drive fails and you want to still try and recover its data. Please let us know if you would like to discuss this any further. Thank you.

Business reply on Google

Hi Lindz, our team prides itself on giving great service in a timely manner. Obviously, that didn't happen with your experience with us this time. We followed up with the technician who waited on you. If he is ever in a situation like that again, he will bring in a manager or senior technician to help him solve the problem. He knows that this was an unacceptable outcome for you and for us! We are sincerely sorry that we weren't the ones to help you by either fixing the problem or helping direct you to a better resource. We are glad that you were able to get the problem fixed. We live and work in this community and are thankful that you gave our business a try. If you ever consider us for another need, please come in and ask for Patricia or Mike. We are the owners and would love to meet you and try to give you a great experience the next time. Thank you for letting us know about your visit.

Business reply on Google

We appreciate you choosing our business for your phone and computer needs. We were glad to have you at our store yesterday. We take pride in providing the best customer service that we can. We are sorry that you had a bad experience and feel that we weren't empathetic to your situation. The problem with the phone not holding a charge was occurring upon our initial repair of changing the screen. You consider that an integrity issue, but for us - we are just telling you what we observed. Please understand that on the rare occasion when something like this does happen - (ex. the device acts a certain way from the moment we start working on it & the customer says that it has never occurred before, we do our best to work with that information). Unfortunately, it's not the best situation for anyone. Our goal yesterday was definitely to still try and resolve your issue. That is still our goal! It must not have been clear, but we were offering you a better phone at a much lower price than our regular price. If you would like, we would still like to look for ways to help you get a newer and better phone. Please reach back out to us and we will be glad to do that!