How long to wait before calling to check on service?

Archivist

I dropped off my pc for service on Sunday, 11/21/2021. As of today, Thursday, 12/02/21 it is still in the "diagnostic" phase.

Just how long does this normally take? There is Thanksgiving in there that added a day.

Is two weeks considered normal?

Ian

https://community.microcenter.com/discussion/10137/how-long-to-wait-before-calling-to-check-on-service

Hello, turnaround time would vary by store for repairs at this time. I will go ahead and send you an email so we can get some more information to check into this with you.

Archivist

Thanks.

I would just like an update. A more descriptive one than just being in the "diagnostic" phase.

A txt stating something like "we will be working on it this week" or something like that.

Not want it rushed. Just a time frame is better than nothing.

Ian

https://community.microcenter.com/discussion/comment/38348#Comment_38348

Just checking in, did you get an update from them?

Archivist

I have not heard anything from the Tustin store about the state of my pc repair.

Still in the same "diagnostic/testing" stage it has been in since 11/21/2021.

As of now, the same status for over 2 weeks with no contact.

Ian

https://community.microcenter.com/discussion/comment/38386#Comment_38386

Thanks for the information. I'll put in a new request to store management.

Archivist

Thanks

See if I get contacted this time. Or if my pc "suddenly" is moved to repair. 🤔

Ian

https://community.microcenter.com/discussion/comment/38400#Comment_38400

You're welcome, let me know if you do not hear anything within the next day or so and I'll look into it further with management here.

Archivist

Still no contact from the local store and the status has not changed. Almost been three weeks now.

I have sent you a reply to your email from the other day.

Not know why the store is taking this long and has not contacted me at all about this.

They certainly had no problem taking payment from me though.

Ian

https://community.microcenter.com/discussion/comment/38424#Comment_38424

Greetings. I'm having my management here look further into this for you.

Archivist

Thanks

Not know why it is taking this long. And why they have not contacted me about all of this.

I certainly am NOT getting what I paid them almost 3 weeks ago to do.

Ian

https://community.microcenter.com/discussion/comment/38437#Comment_38437

I completely understand your frustration over not being contacted. Our management here has escalated your request. If you do not hear anything by store closing today, please let me know.

Archivist

Thanks.

I am not holding my breath based on past experiences.

Should be some kind if compensation or something after all this trouble, etc.

Archivist

https://community.microcenter.com/discussion/comment/38449#Comment_38449

Not a big surprise here that no one from the store contacted me today. Not a phone call or text.

After having my pc for almost 3 weeks I do not see any reason why it has not been worked on and returned to me by now.

Also, when they finally get to it, they better not rush the work. They have taken this long to fix it. Since it has been there this long, there is no reason at all that it better not be anything less than the BEST work that they have ever done.

And I have all the boxes with the serial numbers on the items in the pc so I better get the same exact parts back that I took into the store. Since I have spent a lot on the internals of this pc. I better not get the parts changed without my prior approval if need be. By the time I finally get this computer back, all their warranties will have expired at this rate.

As you can tell, I am not in the "best mood" about this. I used to think that Microcenter was a great store. And I have spent plenty of money there over the decades. I remember buying my 486DX2-50 pc there. But now, I am not so sure. They are so close to losing my business forever after this. And might recommend people shop elsewhere after all of this. Since this is how they treat their customers.

I have been debating sending a message directly to the store. I do not think that they want to really see what I would be saying in it.

Ian

I understand your frustrations. I am very sorry you have not heard anything yet.

Our teams here are working to get you assisted from the store directly. We have also passed over the details of these posts as well.

Archivist

I am past "frustrated". I am not going to say what word I would like to say.

Based on past experience, I know exactly how the Tustin store will treat me.

Archivist

https://community.microcenter.com/discussion/comment/38468#Comment_38468

I finally got contacted by the Tustin store at 2pm today. It might be a faulty new component that I purchased for this pc.

After all of this hassle, etc. would be nice to be able to get something in return for all of this. Like a price discount or something.

Archivist

https://community.microcenter.com/discussion/comment/38468#Comment_38468

I finally got my pc around noon, Saturday, 12/11/2021. I got there to chat with the tech about possibly a new motherboard which he thought was faulty. Ended up working and might have been a loose connection somewhere. Took about 3 hours from the time I talked to the tech until i got it back. Most of that time was doing the updates to the motherboard, etc. I did ask for Windows 10 to be installed but ended up with Windows 11. Not that big of a deal. I was going to upgrade to it sooner or later.

But when I was checking out they tried to charge me again for the service. Even though I already paid it when I dropped it off on 11/21/2021. After they checked, they saw the mistake and I did not have to pay it.

Ian

https://community.microcenter.com/discussion/comment/38526#Comment_38526

Sorry for the delay in response as I've been out of our office here all weekend.

I am glad they got in contact with you and sounds like they were able to get your PC up and running which is a great thing. I am sorry to hear of the confusion on payment but it sounds like it got corrected. Did you have any other feedback or questions that you wanted to pass along regarding this?

Archivist

The biggest thing as I told Mr. Bassett when he called, is that a message from repair/service would have been nice.

Tell me, and other customers, updates on our repairs. Not to be quiet for almost 3 weeks before even contacting me about my repair. Something like "we are behind and will be getting to it soon" or something like that. (I wonder if it would have been longer if you and others did not get involved.)

Or even post a repair estimated time frame on the many display boards that are in the service dept and store. Something like "Estimated repair times are......"

Good customer service goes a long way. No customer service leaves a customer thinking if they really want to go back if that is how they are treated. And tell others about it. And the ends up not being good for the store.

Ian

https://community.microcenter.com/discussion/comment/38599#Comment_38599

I agree with getting notified and I understand that the experience was less than satisfactory overall.

I know the Tustin store has recently undergone a lot of changes, staffing and store remodeling mainly, they are aware of your situation and will work to ensure this is not the normal for our customers. We appreciate your business and our stores strive to adapt, improve and make adjustments so this does not happen again.