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  • I usually have a good experience with Office Max, but this time was different. I brought my laptop in because it needed an antivirus update, and I wanted the latest version of windows installed. So I brought it in on a Sunday afternoon. Jeff was the tech we talked to. He ran a scan and said there was some mal-ware on it and it needed a tune up. He told me that to remove the mal-ware, tune it up, and install the software I requested would take 24 hours, 48 at the very most. My wife needs this laptop for school and her job, so time is of the essence. Monday I called in the evening and they told me the mal-ware was removed, the tune up was done and the antivirus was installed. They were currently installing the latest version of windows and it would be done by the next morning. Tuesday morning I called and was told it was still loading. They called about 3pm to say it was done. My wife went to pick it up and there was no antivirus installed. She was told that it was lost when the latest windows was installed and it had to be reloaded. No idea how long it would be. By now we were very unhappy as my wife needed to access files for school the next day. Finally about 8pm they called and said it was finished. By the time she got there the techs had gone home so there was no tech support there to talk to about the install. I felt the customer service was lacking. Although apologetic, they should have called to inform us of the delay when the 24 hour time had passed. They should have also checked to make sure everything had installed correctly before calling to say it was finished. As I said I usually have a good experience with Office Max, but this one has opened the possibility of taking it to the Geek Squad at Best Buy next time I need my laptop serviced.
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