The Computer Factory

I hate computers… I really do! My set up at home is/​was so frustrating! Geek Squad made it even worse, and more confusing — and they still charged me! Frustrated, I called this place to see if they could help. I remember they used to be in La Canada a while back. They scheduled my appointment mid-​day with a two hour window, which was fine. They were about a half hour late, but their office did call me to let me know of their timing before the guy ran late, I liked that. Right off the bat I felt taken care of. Their tech, Rick, got to my house and took the time to listen to me complain about how bad my home network was. I wanted things to work, smoothly, and flawlessly. The tech explained my options and I gave him the go ahead to make it happen. He was at my house for about two and a half hours and got everything I asked him to get done! My printers worked, my external hard drives backed up the way they were supposed to — all of the computers in my home communicated the way they should. It was great. I paid Rick, he left, and about a week later I got a copy of my invoice as promised. A few days later I couldn’t access my hard drive data. BOO! I called this company back and told them what was happening. They told me they had a service where they could get in remotely to look at the problem so that Rick didn’t have to come back out. SWEET! They walked me through logging into their remote software, and then their technician took over while I watched and he was able to fix the hard drive settings from their office. That was that. Once he was done I watched him log off and I felt secure knowing that I could see everything he did, from start to finish. Fast-​forward: Another week later I got a bill for that service. I was kinda bummed cause I’d just paid Rick for all of his time only a week before that. I called their office and talked to their billing department. She said she would talk to Rick to find out if the hard drives not working was the result of something he did or did not do and get back to me. The next day she called me back and explained that the issue with my hard drives was not related to anything Rick did, but that it was actually related to me disconnecting them when I was clearing out old data the day before (guilty!) and the charges were viable, but she offered to split the Invoice with me anyways to make me feel comfortable. That really sold me. I really felt this company was about the people versus being about money. I don’t really find a lot of that anymore in my experience. I feel like everyone is out to get paid whereas this company was out to retain a customer who would come back again and again. Which they did. This computer service company is my new little gem, and they deserved a shining review. Thanks Computer Factory! :)