CapitolMac

Reviews 7

RO

Roland Meerdter

Horrendous customer service. I had a hard drive crash. I was sent by the Towson Apple Store to Capitol Mac for their recovery capabilities. I dropped off my computer on a Thursday evening. The computer was there for two weeks. I never received a response to messages left nor to emails seeking an update. I called and emailed 10+ times over two weeks. No one knew of its status. A couple of inquiries were answered gruffly with condescension. An elusive Andrew, responsible for doing the work on the computer, did not respond. Two weeks later, feeling fully taken advantage of, I ended up walking in to the shop to pick up. To the companys credit, Andrew did come out from the back of the shop, hat in hand and took responsibility for the failure to communicate. They refunded the deposit I made. The computer was not fixed. I assume my experience was an anomaly as the company has been around for quite a while and has received good reviews here and elsewhere. This was certainly not my experience - I cannot recommend purely on the grounds of absolutely horrendous communication and service.

---

PA

Paul Albert

My computer had an impromptu shower, so I brought it in to try and see what needed to be replaced. They informed me that it would be $875 to send out and be fixed-thats barely any cheaper than buying a new one! When I asked if they would be able to look and see if there were individual components that they could replace there, they wouldnt even look at it for less than $89, and only to see if it was liquid damage. They said that they would apply that $89 to any repairs that needed done, but if I decided to buy a new one, I was SOL. They said once its been assessed that the damage was liquid, all they could do is send it out. Spoiler alert: I know its liquid damage, I was there when it had the spill! The man there kept saying how he had "worked at the Apple Store for many years" and knew that the Capitol Mac was better, but then just told me to take it to the store in Towson if I wanted it looked at. I will be telling everyone I know to stay far away from this awful store. They have no compassion and no will to help anyone.

---

JO

Jodie Bensman

Rip off. I brought in my computer because my enter key was stuck on my fairly new computer. No detective work needed. They charged me $90 to look at it, but I was told that would be deducted from my final bill. They called me a couple of hours later to tell me they couldnt fix the key, and the part needed to replace it would cost $300 plus labor, for a total of around $500. They suggested I take it to the Apple store to see if they would extend my warranty. So basically, I spent $90 to be told to take it to someone else. Now I understand charging to look at a problem, but Im sure this is not their first stuck key, and there are a limited number of apple models, and keyboards. There was nothing to figure out here...no mysterious virus, no software issues, just a stuck key. To round things out, when I got home, I realized they had made things worse, and my track pad is now stuck too. So, basically, thank you CapitolMac for charging me $90 to make things worse.

---

CE

Ceanne West

My computer screen had a huge crack in it. I brought it in on a Monday. That day they told me it would be $475 and take 3 to 5 days. Three days later they called me and told me they needed to replace the screen & it would be $475. Yes...I know I need a new screen; thats why I brought it in. Then they said it would take 7 days. I called a week later to check on the status. The told me theyd get back to me that day to let me know. They didnt. Called the next day. Same thing, said theyd let me know, they didnt. Called another day later, same thing, said theyd let me know, they didnt. I finally got my computer back (I dont remember how long it took in total) and I noticed a 4 inch line & two small spots on the screen where the colors were distorted. Since it took so long to get my computer back & Im a graphic design student & need to use my computer daily, I decided to just leave it rather than waiting more weeks to get it back again.

---

TY

Ty Diggs

Ultimately my computer was fixed but it took a lot longer than what was initially estimated and there was a period where they had no idea where my laptop was. During that period I left a number of voice messages, sent a number of emails and never received a call back. I just had to keep calling until I reached the owner and was told that he had a tracking number and he believed it was on its way back to the store. I never got as much as an apology in the few times I spoke to the owner while he was trying to figure out where my laptop was. In the end I called once more and was told "it arrived two days ago." No one called or emailed me that it was there, but while on the phone with the owner he insisted that he called or emailed me. Although he was "arrogantly positive" that he did - after checking my records he certainly did not. The whole experience just felt rudely clumsy and I will never use them for service again.

---

PA

Paul Hutson

I am giving a 3 because I have had service done to my products in the past and theyve done good work. However they work with a massive chip on their shoulder that they are not an actual Apple Store. I called to ask about iPhone repair and had a hunch they wouldnt be able to do it because theyre not a full Apple Store but instead of explaining it to me and letting me speak, the representative very rudely told me off and told me how I had to go to a "real" Apple Store to get it fixed. He then proceeded to tell me in detail all of the ways in which to disrespect said Apple Store and their employees. He then promptly hung up the phone on me as I tried to ask another question. Im actually changing my mind and giving them a 2 for this. This was not good customer service and if it is this big of an issue to you then you should go into a different business. Treat your customers with respect always. This was a terrible interaction.

---

RI

RightTo Anonymity

Without a doubt, Capital Mac is the best alternative to Towsons Apple Store or any Apple for that matter. Absolutely the best thing about Capital Mac is you dont have to make an appointment ahead of time. You can just walk in which is what I did realizing I had that option. Also, I like the intimacy. Its small and not as busy as most Apple stores can get. The service is simply excellent. The two people I talked to were nice, patient, and all around good people to handle your business with either on the phone or in person. You wont be disappointed....that is if your Mac product is beyond repair or you realize the price is beyond your means. The only negative thing I can come up with about Capital Mac is that there arent more stores past the two in existence. There should be more. Not a lot but a little more stores. Capital Mac really is one business I hope grows and lasts.

---

---