Very poor job but hopefully a one-off...
I had my laptop's battery replaced and fans cleaned at this establishment. I soon realised that only one of the fans worked while the other was idle, but the laptop functioned and I wasn't bothered to fix the issue immediately. After some time I took my device to another shop where they established that not only one of the main fans but also the CPU fan had been left disconnected and not functional. I was told I was lucky the processor didn't get damaged which I can fully believe.
Funnily, Users2 Computers only charged me half of what the invoice for that job showed they should have. I called them the next day and paid the remaining amount, which I now regret. But it goes to show how sloppy they were on that occasion - that's 3 things that went wrong in the course of one job.
Hopefully an incompetent staff member was at fault for all that and they have since been let go, the business has good reviews overall and I wish them all the best.
EDIT: I asked the staff at the other repair outlet to respond to Phil's reply. Here is what they said:
"Fan was definitely disconnected, yes the cpu fan sensor should have generated an alert to the bios and shutdown the laptop but there is a possibility that due to the gpu fan full throttling it was on the bordeline of the alert threshold."
Another minor inaccuracy in the reply is that the engineer did not immediately call me upon realising that I'd been undercharged - it was myself who called you.
Anyway, I truly hope this was either a one-off for your shop or that whoever was responsible for it has since left, your many other positive reviews seem to indicate that is the case.
Reply from User2 Computers
Dear Kamil,
Many apologies that it has taken a few days to respond to your review, as it took us some time to locate the particular job. Firstly as the service in question was 14 months ago (October 2023) and secondly as the job was booked in under a different name. We note from our records that you also previously brought in a Razer laptop for repair / upgrade in 2020 and assume you were pleased with the work and service on that earlier occasion. As a repeat customer, it is therefore of particular concern that you weren’t happy with this later service.
The job in question was booked in for a Razer laptop battery replacement, for which a deposit was taken so that you could continue to use the laptop whilst the battery was ordered. Upon strip down during the battery fitting, it was noted by the engineer that the fans were clogged and therefore cleaned. After the repair, the battery charging process and cooling were tested in the workshop and all appeared to be normal.
If you had noted fan issues after taking it home, we would certainly have welcomed you to return to the store to resolve this, and cannot understand why you did not contact us about it at the time. This would have been a job that could have been carried out while you waited.
By the long delay it has taken to raise this, we can only surmise that the laptop had been working fine for a considerable time after the battery replacement. If, as the other repair outlet suggested, the CPU fan was not connected, the laptop would not have worked at all and would have presented boot and or BIOS errors from day one. From your description, this was not the case, so cannot advise why they found the CPU fan disconnected.
On the point of the undercharging, the battery deposit (£85) had accidentally been subtracted twice from the final invoice. After the engineer realised this, he called you immediately to advise of this and we thank you for making the correct payment.
I am truly sorry that you have experienced issues during this service, but we would have responded to rectify any issues 14 months ago had we been made aware.
Best Regards
Phil Leng
Director
