Issue not fixed still paid money
Be aware you pay $35 before anything is looked at then we
Were offered suggestions and paid a total of $119 and still the issue was not fixed
won't use again
Misleading with pricing
Probably don’t use this company if you’re wanting affordable repairs. I was charged about 3 x more than what was expected. The service was good, but not for the price.
Fixed the problem but did not stick to quotes/estimates
I asked for an estimate for a straightforward job on the phone and was told job would take half an hour and they work on site (They charge in time slots). However, when the technician arrived he said it would take 3-4 hours to back up my files (without checking what I had) and didn't want to spend the time then (despite no new problem or complication with the issue) While I am not a tech expert, I do know how long it takes me to do backup as I have no large files/videos. He offered to charge a flat (more expensive than original quote) fee to ta...ke my computer off premises and have it overnight to do the job. So, I was either up for a fortune or had to pay the callout fee for no service. In house service was one factor I considered in choosing this company. Also, the original half hour quote matches what another IT company told me for the same job. Added to this, he then charged $5 more than the revised quote when he returned my computer. When I complained I was offered a partial refund. About six weeks later that hasn't come through. Large national company means, despite their numerous contact emails and attempts at customer service, it is difficult to discuss an issue when booking. They sent standard responses to my emails, except the complaint.
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When there's smoke...
I called in to retrieve my lost hard drive. On first impression, [name removed] phone manner wasn't especially friendly but she was direct and to-the-point. She had also stated their guarantee and their pricing structure- "$90 call out fee plus $40 for every additional 15 mins. The technician will come to my home and if he cannot recover my data, there will be no charge." Sounded simple enough, so I went forward with the appointment.
When [name removed] called to confirm that he was on his way, he said something a little different- $90 call ...out fee plus $99 as a "commitment to the service", he'll pick it up and they'll work on it on Monday. (Commitment to the service? Isn't handing over my laptop a good enough indication that I'm engaging into the service?) The price is not what bothered me. What with all the data I was so devastated to lose I was a very willing customer. I felt like I had not been given straight forward information and I don't like feeling tricked. We contacted [name removed] again to clear it up, as we were given two different stories. [name removed] was dismissive and offered no explanation and insisted to pass us over to [name removed]. But as nice as [name removed] could be in this situation he couldn't really explain why we were given the wrong information and could only repeat what he was trained to say. As stated above, I was a willing customer and happy to pay, even happy to drop it off to a technician's store. Just be straight with me. But having said that, PC Doctors appeal was having it fixed in front of me. If I'm getting charged by the quarter-hour I want to be there. Otherwise charge by the job/work done. $90 call out fee is worth it only when the job is done on the spot. To pay $90 to pick it up from my house and make the 20 min drive to drop it off at the office makes no sense. So naturally I had to cancel. Even if they successfully completed the job, I would not have felt good to have given them my business.
Let down by office staff
Had trouble with my MacBook Pro and was desperate to get it fixed, unfortunately this was between Xmas and New Year. Left a message for PC Doctor via their website and they rang me back. Person on the phone was very helpful and suggested I bring the laptop in for assessment. Not sure why they couldn't send a technician out - something about being short staffed. I drove straight down and walked into their reception area. I rang the door bell and waited for 5-10 minutes. I could hear a conversation in the room next door and figured someone was on...the phone. The conversation eventually stopped and someone walked out to see me. It dawned on me that I had been waiting for close to ten minutes because two technicians felt a paying customer should wait for them because they wanted to finish talking about their Christmas events?! This already put me on the back foot of an unhappy customer. However I was desperate and asked if the laptop could be assessed. Was told it would but it wouldn't be looked at until late next week. I explained I needed it working urgently. For some reason the tech seemed to completely (and perhaps intentionally) misunderstand when I said I needed the laptop for urgent work. Once he realised he said I could pay for the urgent assessment service (which was $400 instead of $99) but it still wouldn't be looked at until late next week. He offered no other options or inducements to use their service. In fact I don't think he even smiled once. This was a man who couldn't be bothered to be there. I ended up leaving and buying a new laptop (thankfully not through PC Doctor.) A few days later and with the urgent work pressure off, I went back with my old laptop to at least determine if it viable to keep. Again, rang the door bell. My daughter and I waited - and waited - and waited. After 2-3 minutes, pressed the bell again. I could hear voices but no one even popped their head through the doorway to say they'll be right with me, nothing. To me this is extremely bad customer service. A simple acknowledgement would have sufficed. At the end of the day a paying customer has made the effort to come all the way to their shop only to be completely ignored. At the five minute mark we walked off, and I vowed never to return to this hack of a computer shop. I would highly recommend anyone AGAINST going to the Original PC Doctor. They have a long way to go to provide decent customer service. If they can't even be nice to the customer, imagine what they'd do to your computer.
Questions & Answers
Is there a restriction on reviews? I submitted an adverse review for a job done by The Original PC Doctor, following on from that review TOPCD attended and rectified My concerns. Subsequently I submitted a follow up review that has disappeared. Have tried retrievals etc. ?? Had tried to amend original review but couldn,t.
Suggestions ?? Mike P.
Hi Mike, thanks for reaching out to us. You can contact product review direct if you want to modify any reviews, or via logging into your account and then modifying the review that way.
how do I get my computer cleaned with home service at Hackham.S/A 5163
Hi Doug, That is something our team can assist with. If you can please call the office on 1300 723 628 and we can organise to send a technician out to your home at time that is suitable to you, we have weekday, afterhours and weekend appointments available.
Will it be very expensive. I'm thinking of updating my laptop. It's a MSi VR603. Have you any suggestions on what to replace it with for about $ 1,000
Hi Doug, It will be cheaper to fix the old machine than spend $1000 on a new one. If you want to buy a new machine we can quote that too, if you call the office on 1300 723 628 we can organise some quotes for you free of charge and no obligation. Anything else?
I have been advised by my bank to have my computer cleaned. Can you help please. I live in Hackham. S'th AUST. 5163
Hi Doug, That is something our team can assist with. If you can please call the office on 1300 723 628 and we can organise to send a technician out to your home at a time that is suitable to you, we have weekday, after-hours and weekend appointments available.
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