Hyperioncomputerworks reviews

1631734289

William J

google

William, your review conveniently leaves out a lot critical information. You never made a purchase, and were only misled by your own made-up expectations. Fanny contacted us looking to purchase a MacBook through us. We worked with her to assess her needs, and went over what her options looked like with the imminent announcement of new systems from Apple. We provided her with a few estimates, and that's when you took over on her behalf. You complained that the pricing was different than you could see on Apple's site. We acknowledged that as correct, and that we would not be able to stay in business if we sold and warrantied computers at cost. We didn't get a chance to elaborate any further when you went off on us. You launched a belligerent tirade about how you have a business with over 50 employees, and that you don't need to be "preached to" by "some kid who just got a business degree". Ironically, you started preaching to us about how you choose to structure your own business and drawing comparisons with our own pricing structure. You told us that your expectation was that we would do a "free consultation" wherein we would work one-on-one with your wife to help her purchase the perfect computer in order to get a "customer into your good graces" - aka FoR ThE eXpOsUrE. We told you that consultations ARE free - a consultation is where we discuss a repair or talk about work to be done, and give them an idea of projected costs. Conversation, research, and industry knowledge goes into setting someone up with the right laptop. We also offer a warranty on everything we sell that covers gaps in manufacturer's warranties, such as data handling. We handle the entire RMA continuum for our clients, fasttracking the process to minimize downtime. This all takes a fair amount of our time, so that expense is built in to the cost of the computer. As an alternative, you had the option to buy our time by the hour - which is how most of our competition works. You may have wound up paying a higher final cost whether or not you went through with any purchase. Fanny was not billed for any of the time we spent discussing or exploring options for her. We explicitly said that technically, you were given a free template for what to purchase. You had the opportunity to take that information and carry on a respectful discourse. Instead, you chose to continue to berate and insult us and our integrity, driving this relationship into the ground. We barely got a word in edgewise. As we're sure you're aware, one advantage of being a business owner is that you get to choose who you work with. Out of respect for ourselves, we told you that we were no longer willing to take you on as a client. If being "well behaved" means not standing up for myself, I aim to misbehave. Fanny was a pleasure to speak with, and is still welcome to contact or engage in business with us directly. You will be given the same opportunity should you choose to make amends.

1631738504

1

Hyperion disingenuously mislead us on the purchase of an expensive iMac and acted snotty and pedantic when we inquired about the discrepancy. There are many other well behaved computer businesses in town - go there.

1663617740

Jonathan Little

google

Hi Jonathan, We'd like to apologize for some of the salt in our initial reply, we should have waited until we were less frustrated to respond. It wasn't our intention when you came for you to leave feeling mistreated. It goes without saying that as small business owners we never want to turn anyone down. We absolutely dread having to tell someone that we're not available and to please call instead. Which is precisely why we put up signage on our doors and windows, on our website, on our Google and Yelp listings, anywhere and everywhere we can to try and prevent this from happening in the first place. It's incredibly frustrating to watch someone read all of the signage and deliberately disregard our clearly stated boundaries. It shows a lack of basic respect towards us, and towards our clients who have followed the procedure and who were promised our undivided attention. It communicates to us that you value your own time and needs above anyone else's. Wouldn't you be frustrated if you put up a "do not disturb" sign on your hotel door, and housekeeping barged in anyway with "just a quick question" about whether or not you need towels? Regardless, I'd like to give you some additional context for why we operate the way that we do: - We are a tiny team of two. We only have so much bandwidth to handle calls/emails/appointments/walk-ins while also reserving time to actually complete the work that is here and in progress. Our services are in high demand, and we have to be intentional and careful to protect ourselves from burnout, which includes setting and keeping uncomfortable boundaries and adhering to our policies. Being available by appointment allows us to manage our workflow in a more sustainable way. - Our work is precise and intricate, and interruptions can have devastating effects if someone chooses to distract us. Some repairs literally take place under a microscope. - Many of our clients are bound to HIPAA privacy rules, and it goes against our privacy policy to have clients waiting in the shop while we're discussing potentially sensitive topics. - Scheduling appointments gives our clients the privacy they deserve and a low-pressure environment to ask as many questions as they need to without worry about someone waiting in line behind them. Our space is small having too many voices can be overwhelming and distracting. What you do with this information is up to you. You're still welcome to call or email for additional information about your repair or schedule a free consultation. Original reply for transparency: Hi Jonathan, Welcome to the neighborhood! Thank you for bringing an arrogant, entitled energy to our otherwise pleasant community. Our door clearly states "By Appointment" in large red letters, and I also watched you read our second sign that says "please do not interrupt appointments in progress" right before you chose to disrupt time that somebody else was paying for. The funny thing about this review is that we literally did what you suggested - we answered your question with a "Yes" and immediately followed by politely informing you that we were working with a client and that you could contact us to book an appointment or have "just a quick question" answered. You pushed with follow-up questions, so you were told that we were not available and reminded that you were interrupting. From our perspective, the interaction was factual and pragmatic - we didn't even realize that there was a problem until you left this review. Not only are you self-centered - you're also a liar. Sometimes, red flags present themselves early on in our interactions with people and I'm glad that your true colors showed before we engaged in business with you. For anyone else reading this review, our business will not be a good fit if you elevate your own needs or convenience above that of others.

1663616178

1

I peeked my head into the store to ask if they also do phone repair. The person at the desk was immediately hostile to me and told me that he couldn't answer any questions because he was with another client. I asked one simple question. "Do you do phone repair?" A simple "yes, but you have to make an appointment" would suffice. No need to be aggressive. Edit: saw the owners reply. Obviously a stand-up person.

1591129533

Marlene Fuller

google

Thank you for the review Marlene, and for choosing us to handle your IT needs!

1591233284

5

We used to subscribe to Geek Squad and are now 100% Hyperion cuatomers. They are quick, brilliant and service oriented. I highly recommend them.

1591146391

snazzypapayas

google

Thanks so much for sharing your experience! We're really happy that you gained more than just a repair by working with us - sharing knowledge is our favorite part of what we do!

1591232925

5

When I went here several months ago I received some of the most excellent, thorough, and accommodating service I have ever experienced. I lived pretty far away and Romain even helped me out by coming by my house to pick up my computer when I was in a pinch! He's also really good at explaining and breaking down the various elements of what could be wrong and takes the time to make sure you understand, even if just on a rudimentary level. Despite the distance I would 100% return here for any computer needs!

1588972708

Tiffanie White

google

Hi Tiffanie, we can't seem to find a record of having ever worked or interacted with you. Whatever the case may be, we're sorry to hear you had a three star experience and we would love to hear feedback as to why you left that rating.

1589748465

3