Insider Pages Reviews for The Mac Support Store

1 Stars: Poor service (by nadia s.)

nadia s. — Thu, 31 Jul 2008 14:18:00 GMT

My computer was still under warranty when I brought it to the MacSupport store for a few minor repairs.

Once there, I was curious to know if there was a device that could help me perform at home an automatic back up of my data. I was told that the new Leopard operating system would do it. I spent $199 for it (version for multiple computer).

Then they recommended to perform an "optimization for faster computer speed and better performance". It wasn't part of the warranty. Cost: 49 dollars.

Once home, I received a new invoice via email with a new charge: "Data Backup Service - protect data before repair $129.00". I asked about this charge via email.They replied: "You don't have a backup of your data, as indicated on check-in. We can back up the data for you before beginning the repair of the the logic board." By that, I understood that I was going to pay for the back up of my computer. $129 was an expense i hadn't budgeted but I thought that it would be wise for me to have once and for all a full back up of my data. I expected to get my back up on CDs once I would pick up my computer.

I picked up my computer in a rush (it's difficult to get a legal parking spot there) and I forgot to ask for my back up. Once home, I sent them an email reminding them that I had forgotten to take my back up. This is the reply I got from them: "you don't get a backup - we backup the files onto an internal network drive before the repair. once you p/u the unit we do not keep your personal data.". A second email said that my $129 back up was an "insurance against data loss." before repairs. I was stunned... Their wording completely misrepresented what i thought i was buying. I sent several emails asking for a refund. They have been ignoring my emails since then.

One more irritating fact is that when I got home with my computer, I realized the memory was full...

1 Stars: HORRIBLE COMMUICATION (by Drew B.)

Drew B. — Mon, 30 Jun 2008 13:29:00 GMT

I took my iPod in there for a pretty simple problem: Replace the head phone jack. Well apparently in the process of doing the work they damaged the outer case and couldn't put it back together. They never called to tell me about. I emailed several times asking for status and never heard anything back. Finally when I called they told me what happened, said the part was back ordered and there was nothing they could do. The tech didn't write down tracking number so there is no way they can track the part shipment. Now here I am, 30 days later, with no resolution in sight. They have no idea when they part will arrive. And when I talk to them the response is, "There's nothing we can do." I'm supposed to be leaving for Europe in 2 days to celebrate my father's 80th birthday. A big part of the celebration was showing all the old home movies we had converted... ON MY IPOD! Well I guess that's not happening now....

Follow up..
So I finally got my iPod back 12 weeks after I originally dropped off for what was supposed to be a 3-5 day job. Throughout the experience they were unresponsive, condescending and untruthful. While they had it for the repair they ended up damaging the iPod TWICE, once the screen and once the case. They never told me anything about that, instead saying that the hard drive was bad and they were waiting on a new one. That turned out to be a complete fabrication. Around about one month into the ordeal one salesperson told me that all the charges, including the original repair, would be dropped. They conveniently forgot that today, and told me the person who promised me that was "No longer with the company." Avoid this place at all costs. It will bring you nothing but aggravation!

5 Stars: MSS Saved the DAY!!! (by Jane B.)

Jane B. — Mon, 20 Aug 2007 22:04:00 GMT

I can, without any hesitation, recommend the Mac Support Store. I was as frazzled and fried as my computer when I went into the store/repair shop, because my dissertation, no less, was on the hard drive. They were able to completely recover the data, as well as repair the computer.

I found the process and communication with everyone at the store to be professional and timely. They are extremely knowledgeable and detail oriented. They answered my questions and had my laptop turned around in a few days.

My experience was so far different from the three negative reviews, which in my eye looks like they were written by the same person, that it sounds like a different place altogether.

Once again, I have absolutely no hesitations in recommending the Mac Support Store.

4 Stars: All good (by Greg S.)

Greg S. — Wed, 24 Oct 2007 14:00:00 GMT

I think they're pretty darn good.

Excellent customer service. Timely repair. Fair prices.

No problems here. I'll also be back to buy a new Mac.