I sent my laptop in to be repaired for a faulty power port. The battery packs worked fine, as well as almost everything else (as I was able to work on my laptop with only one power bank plugged in). When I received a quote back it included a bunch of unexpected components including a new GPU (£1200 alone). There's some internal policy to only be able to fix the PC back to a fresh standard but this defeats the purpose of getting a single component fixed. I read through their internal report and the reasonings for replacing some parts didn't make sense, e.g. both the power banks measured exact output wattage required by the PC but I still got quoted on replacing a battery pack, because the wrapping of the end of the cord was coming slightly off so they marked the component as faulty. On top of this the sales representative said they HAVE to replace every part in quote, they can't fulfill a partial quote. This means I'd have to replace an old graphics card even though the laptop was not sent in for that purpose and they couldn't tell me how bad off each issue was, meaning if it wasn't replaced what would happen. After a call convincing the sales representative that the evidence vs quote don't align and replacing all those parts is a terrible decision since buying a new PC would cost the same amount; they were able to bring the quote down to a mutual agreed state. It then got repaired and sent back.

To make matters worse, after waiting for weeks and finally receiving the laptop, there was a corrupt file that stopped the PC at boot. Meaning I couldn't even login. You would think the final technician test is to ensure the user can login to their profile and continue as per normal (or even be able to select a profile). The recommendation by the support agent was to lend an SSD from a friend (even though my PC is 2TB so no one has this meaning I had to buy it), and to perform a system recovery fresh install. They could not send out a technician to fully close the issue that was created out of the repair.

Overall my experience with the support agents, technicians and overall logic/processes in place was terrible. There was no understanding of a customer's needs and it was a perfect time to try upsell and take advantage of the customer rather than help minimize costs while ensuring a high quality repair is done.