Karls Technology – Page 2

After spilling a drink on my brand new MacBook Pro I called Karls Technology to see if there was any possible way they could help. After explaining the computer that I had, and the possible liquid damage that occurred, the company booked a tech named Alex to come out and repair my computer. Upon arrival the first thing that Alex had me do was sign a waiver that basically stated that Karls could not be held liable for any damages that they cause. I even asked what would happen if Alex dropped my computer and the screen shattered. I was told that would be my problem, they are not responsible for any damages ... Wow! Figuring there was a good chance my computer was beyond repair any way, I signed the waiver. Alex then started working on my computer. Now this company bills at an hourly rate. An hour into the visit, Alex still did not even have the back of the computer open! He was struggling with one suction cup, making excuses about the clips not releasing because he did not have the correct tools. I had to eventually YouTube the appropriate way to open the computer. That was at least the waste of an hour and $125. But at least the computer was open! At this point Alex started disassembling all the internal components. It was obvious that he was not overly familiar with Mac when he told he disconnected the power and the computer was still able to turn itself back on. But he was able to eventually get everything apart and find the corrosion that was causing so many issues. He cleaned everything up and began to reassemble my computer. It was at this point that I heard oops! Alex had broken the fan assembly for my computer while trying to reinstall it. Now the fan assembly was not damaged in any way prior to Alex removing it and reinstalling it. I knew it and he knew it. He stated that he would source the part and return to install it at no cost. I ended up having to purchase the fan assembly, but Alex did ensure that I purchased the correct one. He informed me that I could still use my computer because there were two fans, and that I should call Karls when the part came in. The part took about 10 days to ship in, and once it was here I started calling Karls to book an appointment. After a week of phone tag, an appointment was booked for a week later. Alex showed up at my home to replace the fan. Now we had agreed that this was going to be done at no additional cost, he had broken it. He sat down to replace the fan and an hour and half later he was done. At this point he stood up and said "well management decided I need to charge you for the replacement." What? We agreed this was at no charge, and if this changed shouldn't you have mentioned it before sitting down to repair the computer? His response was you signed the waiver, you owe the money ... A real gem of a company that stands behind their word! Overall yes my computer was repaired. But if you break a customers computer in a way that it was not previously broken, and then promise that you will be back at no charge to replace the broken part, you should not blindside the customer by charging for your mistake. Disappointing working with people that are liars and cheats.