Kevin the manager was so incredibly rude to us. F...

Kevin the manager was so incredibly rude to us. Fees are not up front. We called and emailed with questions and go no reply for over a month. Came back in, manager said "well the email doesn't actually go to me..." It was his company email that his employees gave to us when we had a concern. Customer service is just bad. They did a 20 minute diagnostic, said they couldn't fix it, and then said they wouldn't give our laptop back unless we paid them $100. No diagnostic fee discussed when we brought it to them. Manager said "we should have assumed there was a diagnostic fee." Please avoid this business.

Replying to owners response: I hear what you are saying. I work in the service industry as well. Yes, communicating fees clearly is really important. If we missed the fee in what we signed that is definitely on us. Yet, by "service" what are you meaning? You texted us 20 minutes later and said you couldn't fix it. This is not worth $100 to us as a customer. If you are implying that this is an unreasonable expectation that is surprising. The majority of businesses I've ever brought anything to do not charge a diagnostic fee at all, but especially not for something they quickly realize they can't service. Specifically regarding computers my understanding is that Geek Squad gives a free diagnostic. You also did not acknowledge that we tried calling and emailing to address this for over a month and were rude when we came to address it in person. We are pretty reasonable people. (See my other reviews.) If you'd like to address our experience please feel free to contact us directly.