Macs At Work, Inc.

Try the Apple Store instead, especially for warranty work.
I was disappointed with Macs at Work. They essentially shipped my laptop to Apple for a warranty repair and performed no repairs locally. I have no problem with that and to be honest, Apple did an excellent job and I’m very pleased with the result. But, that’s to Apple’s credit, not Macs at Work.
So, why a 1 star review? First, their lack of customer service. It seemed like I was an inconvenience for everyone when I walked in. Eventually, the lady towards the front (Laurie, maybe?), tore her self away from her pressing work to talk to me. When I returned to pick up the laptop, the same thing happened. Three people were working away and none seemed interested in even acknowledging my existence. If you cannot even be bothered to talk to your customers, why are you in business? It was the epitome of rudeness and showed a lack of pride in one’s occupation.
Next, when I dropped off my laptop to fix an issue with the graphics card, I was told that I would need to provide my administrator account password to the service technician. It was apparently non-​negotiable. She did let me change it to something else, but to get a hardware repair, I was required to give them unfettered access to my data. If it was that big a deal, they should have yanked my hard drive and put one of their own in to do their diagnostics. If the problem went away with their drive, then we could rule out the obvious graphics hardware repair. But, instead, they unprofessionally demanded my password and acted like I was absurd for any pushback.
Finally, they tried to push an $ 80 backup service on me. They indicated, quite accurately, that Apple may replace the hard drive as part of the service and that I could lose my data. But again, rather than pulling my drive and putting a stock drive in the system before shipping it off, they instead wanted to charge me for a backup. Fortunately, I had my own backups (with Time Machine and a less-​than-​$ 80 hard drive) and did not need to take them up on their less-​than-​compelling offer.
Some little tweaks in attitude and policies would help them live up to their potential as an excellent Apple service provider. Until then, it may be wise to seek alternatives.

On business travel from AZ to Boston. 2008 Macbook 13″ LCD went down hard. This company diagnosed my problems quickly and helped me with my new Macbook Pro and the transfer of all data in less than 24 hours (normal work day). Great staff, very intelligent and fast at figuring out the problems… and options for solutions. Reasonable pricing from a business perspective. This company is good, well organized. Use them.

I started having problems with the logic board on my MacBook Pro. Talked with Apple and had two repair places and two Apple Stores recommended. Problem is that it’s my work machine, so downtime in the shop means I can’t work. Both Apple and the other repair place said they understood, but basically would show no flexibility. MAW was very flexible and understanding to the point that the tech got no lunch one day in order to rush my work. They went way out of their way to help me. Great service.

Brought a Macbook in for a repair. The Apple store recommended them.
That was a mistake. There was a $ 75 diagnostics fee– which they required I pay in advance. They said it would be ready in a week. And, they would call me.
I called one week later and said it would be 3 weeks because they were having a «situation: with their partner/​vendor. And there was a «backlog».
I decided not to wait three weeks. When I went to get my MacBook, she said it would be $ 75.
Why would they ask me for $ 75 if it was their «policy» to get paid in advance.
This place doesn’t know how to run a business and has terrible customer service.

We have used Macs at Work for both our business and personal diagnostic and repair needs for many years. (We’ve had Macs since 1995 and operate a marketing agency.) Thanks to the dependability of the Apple product, we don’t need Macs at Work often, but when we do, they have performed well.
The logic board went kaput in one of our MacBook Pros last week. After running diagnostic tests ourselves, we called to report the results on a Monday. Macs at Work confirmed our diagnosis and had the part replaced under AppleCare by Wednesday.
An aside – we are liking the current staff at Macs at Work as well. We have a lot of faith in John in tech and Laurie in sales. This is a small, convenient shop for people in the Worcester/​Shrewsbury/​Northborough area and we highly recommend them. ‘So much more personal and convenient than the Apple Stores in Greater Boston.

Brought my macbook here to save myself the drive to the Apple store. Was charged a $ 75 diagnostic fee for them to tell me that all I needed was a new charger. I spoke to the manager who didn’t think $ 75 to plug in a different charger was unreasonable. As a poor grad student, I will now not be able to eat and will probably have to drop out of school. Definitely worth the drive apple store from now on.

Imagine a Mac repair facility less than 20 minutes away. These folks are incredible. Twice in as many months I went there and both times I’ve been amazed. The first time I needed an optical disc drive. Under extended warranty it cost me nary a cent. While they had it open I had some memory installed and when it came back it was faster than a speeding bullet. What a difference! Today I picked it up after having some major installation work and I didn’t lose a thing. Mac’s at Work is a great find. John, the Mac Maven knows what he’s doin’ so rest assured they’ll fix it. They’re on US Rt 20 Westbound in Shrewsbury. There’s a sign. Tell Laurie and John I said hi.