Staples Computer Repairs

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2.2 out of 5, based on 10 ratings and
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Computer Repair - Buyer beware
Posted by on
Rating: 1/51
MT PROSPECT, ILLINOIS -- After my Dell laptop overheated, I brought it into Staples for evaluation and asked them to remove a system disk that I had put into the disk drive. They told me that they connected it to some tools that evaluated the system, and that the motherboard needed to be replaced. When I asked what that would cost they told me it would be about $400. I can buy a new computer for a little more!

They had stated that they had my disk and I could come and pick it and the laptop up at any time.

When I arrived they did not have the disk. They looked for it and after about I week I suggested that they look in my laptop, maybe they did not remove it.

The tech started to dismantle the laptop from the bottom, only to learn that you can only reach the cd drive from the top. After another couple of days they called me and said they found the disk in the laptop.

When I went to pick up the laptop this time I noticed the powerlight was on. I was able to logon to the system, but the built in mouse was not functioning.

The manager told me that if they fixed this that the motherboard may not work, and that it was up to me if I wanted to take the risk. I was upset because the mouse had been working just fine when it overheated and it was their activity that caused it to break. Another 3 days to get this fixed, but I went home happy. The laptop was working.

I removed the battery from the laptop and that has eliminated the overheating problem.

If I would have listened to Staple's evaluation I would be out $600 - $700 for a new laptop.

I would not recommend taking your pc or laptop to Staples in Mt Prospect for repairs or evaluation. I do not think their staff is qualified to work on computers. Their management does not take ownership of problems caused by the staff.
     
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trmn8r on 2012-07-18:
The "we repair computers" sign went up on my Staples building, and I snickered. The computer sales area is always barren of activity, and the employees seems disinterested and distracted. It simply isn't the place I would consider taking a computer for repair. Maybe there is a staff of competent techs in a room in the back, but I am doubtful.
Dakota1015 on 2012-07-18:
The internal mouse or touchpad is often attached via a ribbon cable that is hardwired or soldered to the motherboard. If the "tech" didn't know this (in other words didn't know what they were doing), it is very easy to pull this ribbon cable loose from the motherboard when removing the top cover. Resoldering it would be nearly impossible due to the tiny size of the pins, and would likely damage the mother board. This is probably what happened. Stores like Staples do not pay enough for qualified technical people to work there. Ask to see their "tech's" certifications.
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Staples Computer Repair - SCARY BUSINESS
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BOONE, NORTH CAROLINA -- Staples just proved to us that they don't care about their customers...and what's more, they ruined our Christmas!

We took our Apple PowerMac G5 in to the Boone, NC location in November, because they were running an offer where they would do diagnostics and fix anything for a set price. Sounded good, as we were having problems shutting down, an issue with the logic board.

Since we work from home, we were concerned about how long it would be in service and were assured 7-14 days. Two weeks, max, they promised. When the 14 days had passed, we called and they said they had not even sent it out to the repair shop yet. A week later, we called and they said they needed us to mail them a cable. Frustrated, we asked for the computer to be returned asap (we were already losing work for down-time). Because they had it so long and did not fix it, they honored our request for a refund. When asked what had been done, they told us 'just diagnostics.'

Knowing the condition of our G5, we prepared for its return by buying another bare-bones G5 and figured we'd put the hard-drive in it and get back to work.

When the computer finally arrived, all the files and programs on it were gone. Whereas it is their policy to 'strip' a computer if they are replacing hard-drives, they 1) claimed that nothing had been done to it and 2) had no reason to scrub or replace the hard-drives which were both working properly.

We called Staples to find out why they had done this if they had only performed 'diagnostics' and it did not need a new hard-drive. We were assured that someone from the 'President's Office' would call us back, and the never did. Follow-up calls were met by people who said everyone was out of the office for the holidays and to call back later.

We opened it up to move the hard-drives to the new G5 and found that the back-up hard-drive was jammed in wrong and had broken prongs. Also, where the main hard drive holding all of our files and programs should have been, was an empty 2005 version.

Today when we called the 'President's Office' we were treated rudely, as if we had no reason to call and ask for help. We were talked down-to sarcastically, and assured that our experience was 'standard procedure.'

That's scary. Treating customers badly and ruining their equipment is standard procedure? In this economy, customer service will come back or you won't find us putting our hard-earned money to work for STAPLES!

That is, once we CAN get back to work.

     
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JerryCee on 2011-01-03:
Since Compusa closed in my city I was wondering where to go next time for computer repair service. Thanks for eliminating Staples from consideration.
idontthinkso on 2011-01-03:
Document Document Document!!! This sounds like an actionable event. Take pictures of the damage and lawyer up! Make them send you replies in writing, if it's allowed in your state (FIND OUT!! It's actually a crime in some states) record your calls.
Skye on 2011-01-03:
But make sure you are allowed to record those calls in your state. Some states allow it, some only if you tell the person you are recording them. Always best to be on the right side of the law when pursuing issues.
Dingo561 on 2011-04-16:
It's not a crime in some states to destroy someone's personal property, it's a crime in all states.

There are three reasons you may recover damages: First, presumably you spent money at Staples for work they did not complete. Even if you did not, if you spent more money elsewhere for the same repairs, Staples can be held accountable for the difference. Second, business income lost due to time wasted having to go elsewhere. You can probably also include your time, in terms of dollars, for having to "chase" down managers at Stapes. Third, Staples is liable for the cost of the damaged property.

You can handle this without an attorney in small claims, in most states. I'm not sure how NC works. If you file a claim in small claims (and notify a local reporter) you'll likely get the issue resolved from Staples. Speak to the court clerk. Their usually pretty helpful. Good luck!
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Repair Work on HP Computer by Thomas B. (Senior Certified Technician
Posted by on
Rating: 5/51
HAMILTON, NEW JERSEY -- Although I did not meet Tom B. in person until I picked up my repaired H/P computer, I had a number of phone calls during the time my computer was in the repair section of Staples store #1590. He kept me posted on the problems that arose with repair of the 2 1/2 month old computer that had evidently been exposed to a Virus. Tom was very polite and kept me posted about the problems that occurred. When it had finally been repaired I went to the store and met Tom. He turned out to be even more personable and helpful than his calls provided. He went over a number of things that could prevent further problems with the computer and suggested a purchase of a problem solver program that would be a good purchase for the future. He enrolled me in the program and explained the usage.

Tom is a very effective member of the Staples organization.
     
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Arthur Hirshman on 2013-08-18:
I see that I made a few typing errors in my compliment to Tom Battaglia. (my COMPUTER was) is one. Another is (a purchase of a PROBLEM SOLVER PROGRAM that) Please correct if possible.
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PC Repair
Posted by on
Rating: 1/51
SEYMOUR, INDIANA -- I took my PC for virus and pop up removals. They sold me something called, "Peace of Mind" for $199. They said that I did not have to worry; if anything goes wrong, they would fix by phone.

The pops up are still there. They told me that I have to take it back. They would not fix it by phone. That is why I bought "The Peace of Mind"

I am handicapped, there is no way I can keep taking the PC to them. They
should have fixed it the first time.
     
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trmn8r on 2013-07-22:
"They sold me something called, "Peace of Mind" for $199."

You take this out of context, and it is one of the funniest things I have seen on a consumer feedback website. Fight up there with kissing at the Chili's and no waffles.

According to the Staples website, this product is as you describe EXCEPT THE MOST IMPORTANT DETAIL - it says all the services are "in-store":
http://www.staples.com/sbd/cre/tech-services/get-help-now/peace_of_mind_existing/
It appears the product was mis-advertised or there was a miscommunication.

I wish you luck in finding a solution.
Weedwhacked on 2013-07-22:
That's because there's no way to easily fix a computer by phone. Sounds like a ripoff.
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False promises from Staples
Posted by on
Rating: 1/51
SANTA ROSA, CALIFORNIA -- These people will promise you everything until its time to produce results.

My laptop has been sitting on the counter in a UPS box all day. They have lied and been deceptive since I took it in. Now they say my programs will not be on the drive even though a backup was performed prior to the repair. To make it short and avoid the sorid details..........Staples is very friendly and "can do" when you first come in the door but once they have your hardware you cease to be of interest to them. User beware....these people couldn't care less about customer service or following through on their promises.

Update: I just got off the phone with Staples. They wiped my drive and say its my fault the programs are all gone and can not be restored even tho they did a backup before doing repairs. Nothing was ever said that they could not restore programs only data. These people are very bad at what they do. Avoid Staples at all cost.
     
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dougobayley on 2013-06-26:
In all fairness to staples the laptop seems to be operating properly. The problem is staples selling services that were not needed or in any way required. While I don't have a problem with my hardware, the way Staples goes about business is not really upfront. They are Deceptive and looking to take your money more than a real concern to repair you computer. Best to just go elsewhere.
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Repair Pricing
Posted by on
Rating: 1/51
NORTH MYRTLE BEACH, SOUTH CAROLINA -- A non techie friend brought her Toshiba laptop to Staples to see what the cost would be to replace the cracked LCD screen.. The price they quoted her was $595.00 which is $200 more than the laptop cost new. When she asked why it would be so costly, the reply was merely "That's what it costs:"

I took it upon myself to write to Staples via their website and explained that I know an OEM screen would cost $75-$90 retail (after market probably $20 less) and that any competent tech could replace the screen in under 1/2 hour. I asked how it is possible to charge so much for this repair. The response I received is quote:..

"Thank you for taking the time to contact the Staples Office of The President regarding pricing for our EasyTech services. Our prices are calculated based on many different factors including parts, labor, shipping, etc. Repairs such as an LCD replacement are not performed onsite. We have an outside repair company who handles delicate repairs of this nature, and are therefore bound by the costs involved. We apologize for any inconvenience caused by this.



Sincerely,
Christopher Fernandes
Office of the President
Staples, Inc."

Inconvenience? Put right thievery is what I would call it. I took the laptop to a local computer store and the screen was replaced for $130 parts & labor.
     
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Staples tech don't know what they're doing.
Posted by on
Rating: 1/51
HOUSTON, TEXAS -- Don't get me wrong, I like Staples. Some of their brands are better than name brands... but the tech repair sucks!

In September I took my laptop to Staples to have it repaired. Sometimes when turn it on, I get a black screen... so to avoid the laptop crashing, I took it to Staples and paid the $69.99 fee. 3 days later they called me telling me that I need to change the hard drive and the battery. I told them to go ahead and change the hard drive but do not want the battery. After a week they called me that I can pick up my laptop. Aside from the fee, I still had to pay $120.00. 40 days later the damn thing had the same problem again. I called earlier and I was told that they only cover a 30 day warranty on labor. That means I have to pay another $69.99 to have it checked again. They should have figured out what was wrong with it in the first place. I AM SOOOOOOOOOOO NOT HAPPY ABOUT THIS!
     
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Kahula35 on 2012-11-05:
A lot can happen in 40 days. Seems that the problem is probably being caused by some other factor they can't diagnose in the store. What was the frequency of the problem prior to the fix? Seems like it would be more frequent than 40 days. Something else must be causing the problem.
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Repair service made my day today
Posted by on
Rating: 5/51
LAKE STEVENS, WASHINGTON -- After downloading and installing the latest MS Windows update yesterday, the computer would get only to the "Windows resuming.." and then go directly to a black screen. There was no error message. I tried a hard reboot several times, unplugged it, let it rest, nothing helped. The machine wouldn't go into "safe reboot" mode or any other mode except black screen.

This morning I was at Staples first thing. It's the only "computer" store in my area and I was pretty certain if they were going to be able to fix it at all it was going to be too costly for me.

Handed the man my computer, he set it on the counter, did some kind of magic and the computer was running in under one minute. Then he cleaned it up for me and charged me the outrageous price of $10.85. Needless to say, I wanted to leap over the counter and give him the biggest bear hug I could. My computer is my life, especially in the winter when I am sometimes trapped inside for days at a time.

I will not hesitate to go to this store again for repair or any other reason. They are friendly, helpful w/o being overbearing, and the store is bright, clean and well organized.
     
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Alain on 2012-09-23:
It's always nice to see a compliment about a company.
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Technician Conduct Toward Customers
Posted by on
Rating: 1/51
NASHUA, NEW HAMPSHIRE -- My laptop from HP has a bad HD and it is not loading from the start. I brought it into the STAPLES store, in Nashua, on the DW HIghway in south Nashua. It is the STAPLES store that sold me the HP laptop.

The technician was rude to me, and gave evasive answers when I asked questions about the procedure to correct the laptop problem. He noted on the form to intake the unit that the cover was dusty and had a dried wetspot on the cover. I saw no dust, but did see the dried spot on the cover, and noted that the spot was dried and never flowed from the middle of the cover. The unit was purchsed on or about the 24th of April 2012. The unit has a 36 month warranty I paid for at time of purchase. It has been a week, and no info concerning the method to repair, or anything else to reassure that the laptop would be returned asap. I need it repaired (HD) as I use it daily on personal and business matters. The promised telephone update was promised, but 8 days later I have not received any phone call. The technician is named Bryan!
     
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prince caesar on 2012-08-21:
Sounds like a guy with a power trip.....if he refuses to fix it, talk to a manager. If they refuse to fix it, file a lawsuit.
Mike in FL on 2012-08-23:
You say that you bought a "36 month warranty". A warranty only covers manufacturer's defects, not problems caused by external issues. If what you have is in fact a protection plan or something similar, then you might have something. By law, you're supposed to be provided with a copy of the terms and conditions of whatever it was you purchased from them to cover repairs.

If you still have your copy, read through it very thoroughly. If you were not issued one, I advise getting in touch with their corporate offices and ask for a copy of whatever T&C (terms & conditions) was current for the date the computer was bought. Have them look through their records to find just what it was that you purchased so that everybody is on the same page and there's no miscommunication and no misunderstanding.
Kahula35 on 2012-09-05:
So wait the store took the laptop in but what was the promised procedure? If you purchased a 3 year protection plan with Staples you the customer have to call a 1-800 number to make a claim and then can bring the laptop in for repair if they so advise you to bring it to the store for facilitation. The Techs should have walked you through this and will even participate in the call when needed.

If the warranty is through HP then that's a different story. Staples will at times facilitate an HP warranty but this is less and less a practice because HP is difficult to work with. We Techs will actually do the leg work for you and process your warranty claim. We box the laptop and ship it to HP and receive it back for you. The problem with this is that Staples gets next to no payment from HP for this service and when customers get angry they come to Staples, not HP, when in fact Staples can't do anything. My Staples store won't even bother with HP warranty claims anymore because HP screwed 2 of them up badly and left us to deal with them so we just stopped.

With Staples protection on the other hand the store should have directed you to call the Support line and have them tell you what to do. If it was a Staples Protection and the store did take it then they are probably just facilitating it for you. It's possible that the insurance company mandated the laptop be sent out for repair rather than allowing the unit to be repaired in store. This happens a lot.

As to the Tech noting that there was a liquid stain on the cover is not surprising at all. All Techs should or do note down all aspects of a machine at intake for insurance purposes. This is to protect Staples from being accused of damage to a computer under our care which was not our doing. I have had customers try to pull fast ones on me before and then I can pull out the paper work and show them it was noted on there. There is no way to alter the "condition report" once a computer has been taken in unless we change the work order number. So noting the spill stain is normal and is just in case you try and claim Staples spilled something on the lid. It would be no different if you had missing key son the keyboard, scratches, dirt stains, etc. We note all of this to protect ourselves from customers trying to get free service.
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Terrible Location to Take Your Computer for Tech Repair!
Posted by on
Rating: 1/51
MUSKOGEE, OKLAHOMA -- Sold me the one year service Tech Repair plan for my Lap Top. Said could fix Firewall and Viruses for sure and this would be included plus could bring it in for a year if anything else went wrong. Advised would be fixed by next day and no additional charges for what was wrong presently.

Several days later unable to Fix Firewall and wanted more money to fix it. If the Firewall isn't fixed then the viruses and malware etc. will come right back on computer which I told them in the beginning. It did after I picked it up. Paid them for nothing because they could fix nothing. I doubt if they could have fixed it if I had paid them even more. Paid $199.00. What a joke. Told them what kind of repair service they had and was told to never come back into the store again.

Guess the one year service is out the window and the computer is in worse shape then when I took it in there.
     
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trmn8r on 2012-07-13:
I don't really like even making purchases at Staples. I've seen their sign "we fix computers", but I could put one of those up myself on my house.
ok4now on 2012-07-14:
You learned this lesson the hard way. The two places that you never want to get your computer fixed is Staples and the Gunk squad. They push the extended warranty then they can't fix it. Now for an additional $200 we can blah blah blah, another ripoff. There are many legitimate computer repair services available who will fix it right the first time. RUN from Staples!!
MRM on 2012-07-14:
To get rid of the viruses, you'll need to restore your computer to its factory settings using a restore disc. You don't need no stinkin Staples, Geek Squad, to help you. You got it right here.
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