Doug Ward

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Doug Ward

Negative Review

July 18, 2019

Reviewed on Jul 18, 2019

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Decide for yourself. Here's my experience: I dropped off my laptop on a Friday, telling the repair man that my laptop would not charge or operate without A/C power. Within the hour, he texted me, telling me that the issue was my laptop screen, and that we could repair it. I explained that I required two things: genuine HP part replacement identical to the screen he removed, and quick turnaround, as I'm using this laptop for job searching. He required a cash deposit towards repair, and offered me a "loaner" laptop which I could "pay what is fair" upon return. Expecting a fast repair, I declined. He quoted $60 for the screen, a $75 repair charge, and a 3% convenience fee for paying by credit card, (He did not say to bring cash.) I prepaid $150. Within the hour he calls to explain that the screen was twice the price of his estimate (touch-screen vs standard LCD) and we agree on $25 for overnight shipping for speedy repair. On Tuesday, the first replacement is defective. He texts me (same day) to give me the offer to pay $57 for expedited shipping on the 2nd screen (my expense) or wait with regular shipping. I told him that I paid for that service already, and that I would not absorb extra shipping, so we wait the full week. When received the 2nd screen works, but somehow, either he ordered incorrectly, or the seller sent the wrong item, as it does not fit to be installed in my laptop. End of week 1.I stressed that I needed fast repair and he texts "I am caring human I feel your feelings to get it soon." He would contact me again to advise his solution. He texts: "God bless you man! Your happiness worth than the money you're paying me." A day later on Monday I texted him to ask for confirmation. He replies that he ordered again (3rd attempt) and "that he's waiting for parts seller response, please have patience." The seller didn't confirm with order tracking info. On Wednesday, I texted again to ask for information, and he states that "something happened with the order and they had to reship it." I started to be concerned about a possible scam. On Saturday, I received by text: "Dear sir I have got problem to give you a solution as I expected due to situation, I got wrong items again and again but every time different circumstances. I believe I would give you final solution next week. I apologize again for delay. Please have patience with me, I am doing best to make you satisfied." End of week 2.I waited a full business day and did not hear from him. On Tuesday I texted "Please tell me when you have found a replacement screen, when you ordered it, and what day this week it will arrive." He replied "end of this week,” so after 4 days on Saturday I texted again "Please advise on my repair status" and he answered "I still don't get it possibly holiday [July 4] shipping delay. Let us wait next week. Thanks for your patience again." I asked, "Where did you order from?" He did not answer- end of week 3.I waited 5 full days for him to contact me, then on Friday texted "What is the status of my repair" and received "still waiting." I called the County office of Consumer Protection, to check for any record of complaints or civil action, and to possibly file a claim. On Saturday, he received the correct screen (the fourth screen) and installed it, then texted me to tell me that it was available for pickup. When I went in to pick it up, the laptop repair was completed, 30 days after drop-off, and the screen functions appear normal. He treated my $150 prepayment as pay for the part, and required $75 for labor, which he discounted to $65 (for my "inconvenience").I asked him to verify that the screen was a genuine HP part, and why he couldn't simply order directly from one seller. He shrugged his shoulders, stating "I cannot possibly know everything, and as parts and changes are made, I am learning right along with you!" and "parts are expensive here in USA and I am trying to keep costs down for you and for me" so he ordered from China, which explains the delay.

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