Video Game 911

Reviews 3

MI

Michael Johnsen

Trying to be fair, after the next sentence I will take emotion out of the review or mark it when present. I had the same feeling going to video game 911 that I do going to a car dealer that swindles me out of money; Con artist ring a bell? A few weeks ago my Playstation 3 had stopped working completely. It was obvious to me that the power supply was no longer working. After a few quick searches online it was a common issue and even found a YouTube video describing two common causes. I open my system and testing the fuse on the power supply I easily determined it was blown and needed to be replaced. This part though is soldered onto the board and a task I didn’t particularly feel like undertaking. So I searched Google again and found Video Game 911. I figured if they could replace it for under $30 verse me buying the 40 cent part online and soldier it myself, it was a well-made investment. And being a small local business I felt good about making the trip! Well, they got back to me with a quote of over $100 dollars. I was blown away. I went online and quickly determined the report was unjustified as they stated the failure was due to a sticky substance on the board amongst other issues (strike 1). To be fair, they did state the issue as faulty electronics (useless right?). I had the board out a day ago and saw no such damage. I figured I would give them a chance to explain before jumping to conclusions. Maybe there was just a mix up. Strike 2, I used their online chat and talked to a representative saying this couldn’t possibly be right. Is there a chance the technician mistakenly wrote the report for the wrong person. I was told flat out no, and asked if I knew what I was talking about. Customer support had already started poorly by directly faulting me. Already pretty perturbed I figured I would give Video Game 911 a call. Strike 3, their voicemail system kept answering during business hours and upon leaving a message I didn’t hear back for a couple days. When I did hear back I was in a meeting and couldn’t answer. The voicemail left no name besides the companies, no phone number, but did say to use their online comments section (strike 4, their comment section was broken). I called back a number of times and finally got a real person. Strike 5, instead of listening to me while I described why I thought the reasoning was incorrect he consistently insisted on talking over me without letting me complete a sentence. When I asked to speak with the technician about the sticky substance and how that could be incorrect it was replied with, “(Strike 6) No you cannot and these technicians are very busy and often make mistakes.” He updated my reasoning and removed the sticky substance from causes of failure. Ok, I know I’m leaving emotion and assumptions out of this, but couldn’t the technician be mistaking about the failure if he can’t even get a 4 sentence report right? So question to you Mr/Mrs reader; a new power supply on EBay is $30, the fuse is $2 for a pack of 5 on Amazon, and the fix is $100 or $30 if I choose to not have them do anything and get my PS3 back. [Emotion] I felt they were leveraging the fact that they have the unit to force my hand to over pay either with or without repair. I’m completely dissatisfied with this company. I could never recommend to my friends, family, or enemies to use this service. The analysis was faulty and they admitted that. Their customer service was impossible to get in touch with and once in touch talked over me and refused to listen. Their website was broken and I could not leave comments/questions. Their pricing is unjust and not worth paying for. This company has no standards when it comes to proper service and if I was Vincent (the owner) I would be ashamed. I recommend finding another alley in which to repair your console.

PA

Patrick Trenery

I recently bought a used PS4 that turned out to have a overheating issue, and after finding I cant do much myself I found myself coming to Video Game 911 to get repairs. The reviews I read left me with mixed interpretations so I figured I will add my own for others. The website they have is surprisingly modern and functional, I made my account (a login) quickly and choose to drop it off myself since it was close enough on my commute. I came into there store and met with one of the employees, who was quite professional and he took my PS4 after a short moment. I asked a few questions about the repair, particularly the Diagnostic fee mentioned on the website. The employee admitted it was somewhat vague and explained it as such: Once they have your Console and tell you whats wrong, if you choose to withdraw it will cost 20$ for the estimate, but if you continue with there repair the fee will be waved. I imagined this will rub some people the wrong way as you will be committing to spending AT LEAST 20$ once they have it. But for me I had no intentions of withdrawing so it was a non issue. He mentioned that it may take a day or two to repair due to backlog of repairs and that was all. After they had the console, I was able to follow the repair on there site, which includes updates and a live chat. A nice convenience, and got my estimate for repairs. It came in around 100$ with tax (for reference the site said a cooling issue fix will be staring around 60$, and a replacement fan for ps4 can be bought around 15$ for self repairs). I accepted the payment through paypal and within a day it was finished. I came in to pick it up and asked him quickly about the repair, it let me know the details with no hesitations. I thanked him and went home. I have been using my PS4 without issue ever since. They were nice enough to include warranty stickers for the next repair if it ever breaks again. Overall I was quite satisfied with the experience, even if its not ideal. The positives being the convenience, speed and professionalism. The downside being the steep price. If you can do repairs yourself or know someone else who can, you can probably get repairs done much cheaper. But if you cant or dont want to expel the time and energy, they can do a fine job. In the end your paying a premium for the convenience, If you have the appropriate expectations you shouldnt be disappointing. I had a broken PS4, I gave it to them and 2 days and 100$ later Its working great. That is really all I needed.

SA

Salaar Rabbani

Videogame911 was a fantastic experience. They undoubtably live up to their claims of being one of the best video game console repair companies on the internet. Id like to go over a few of the many great interactions that took place in the duration of my order: 1. Great customer service. One of the extremely impressive parts of Videogame911s website interface was the fact that after placing an order, you are able to send messages to you designated technician at any time. After sending a message, in just a few hours you are given an extremely clear and informative response. Any inquiries I had were answered promptly and completely, and that is a great quality for online companies. 2. Fantastic repair quality. After sending in my sons 3DS, I was a little worried on whether or not Id be able to get him his console back within a fair time frame. However, I was pleasantly surprised. After sending my device in, receiving an extremely fair quote, and completing my purchase, my console was immediately set for repair. Within 2 days of sending my device into Videogame911, I was able to get a masterfully repaired product back, and with no complaints at all on the repair quality end. Overall, I couldnt recommend this company for your console repair enough. Because of their fantastic communication system, you are able to contact a real human being at any time. Theres nothing worse than repair companies who just send you default computerized responses any time you have a question, and thats really what makes Videogame911 an amazing company. Their great communication, along with their expert repair work and efficiency, is what makes Videogame911 the best choice for your consoles repair.