I expect that their turnaround time may vary depending on how busy they are. This is not a complaint, but rather information for others considering using them as a mail-order service. It took almost exactly one month from the day that they first received the machine until I had the working machine back in my hands. Their response to the initial failed repair was world-class.
Outside of their automated system, they were not proactive in their communication but responded immediately to all phone / email inquiries and were always pleasant and polite to speak with. In total, we were out $275 including our shipping costs, which seems very reasonable considering we have a working laptop with a brand-new keyboard (and either a new trackpad or a new trackpad cable, not 100% clear which was replaced). They charged nothing for the second (successful) attempt at repair. We just received the computer back this afternoon (7/2) and it is now working beautifully. True to their word - they received it back on 6/28, identified the problem (trackpad cable), repaired the computer and shipped it out again the same day. I'm not certain who I spoke to when I called back, but they were very helpful, asking me to ship it back to them and that they would take care of it on the same day that they got it back. Unfortunately, on the first boot, the laptop fans came on full blast and the computer was obviously still throttling itself. I accepted their repair estimate to replace the keyboard ($225) they shipped the computer back on 6/22 and I received it back on 6/25. I described the problem again and they took a longer look, this time reporting back that the keyboard was demonstrating some flakiness, but that it was passing all of their other tests and looked good under the microscope.
On 6/13, I got an update that the laptop seemed to be working OK and that they couldn't find anything physically wrong with it. I hadn't heard back on 6/7, so sent a message and got a quick response that it was still being looked at.
We shipped the laptop to Rossman, which received the machine on 5/29. Turns out there had been a minor tea spill into the keyboard / trackpad area. read more My daughter brought her MacBook Air to me a the end of May complaining that the fans were blowing full-blast and that the computer was running slow. My daughter brought her MacBook Air to me a the end of May complaining that the fans were blowing full-blast and that the computer was running slow.
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