Lenz Bayas
Brought both an iphone and a laptop in after both having persistent problems. The service was fast, professional, and direct. I appreciate the manner in which they asked questions, approach problems, and offered up potential solutions. It was my first time, so I started with my iphone. Rasheen, the service representative, was able to pose no more than three questions before determining that my charger was the issue. He didn't just identify the problem but when on to explain in just enough detail why it's a common occurence. I appreciated his expertise while at the same time his ability not to bog me down in a bunch of technical jargon. My next step was the laptop. After explaining the situation, Rasheen recommended a diagnostic. In this example, I'm happy he (a) posed just enough questions to determine he'd need to do a deeper dive, and (b) laid out clear next steps in terms of their process and what to expect. I just returned to pick up the laptop. Again, I'm pleased that Rasheen was able to walk me through what he did (and why), his overall thought process, and recommended next steps. While I did end up admittedly asking more probing questions this time around, he took care to answer each in turn with just enough detail. As a result, I'm feeling confident and comfortable moving forward in terms of taking the next steps with them as a result of their diagnosis. Will be returning in a couple of weeks once I do my part in terms of cleaning out the laptop. They've already taken care to get the ball rolling on their end in terms of what needs to be done upon my return. Highly recommended!
