LOGON IT - poor diagnostics, lack of transparency, and very disappointing customer service.

Poor Diagnostics, Unnecessary Repairs, and Lack of Transparency

I brought my laptop to LOGON on 18 February to fix a Wi-Fi issue. Apart from the Wi-Fi problem, the laptop was working perfectly.

After diagnostics, technician Heino informed me that my hard drive (66% health) was likely the cause of the issue and recommended replacing it. Trusting his professional assessment, I approved the repair and paid R1,939.99.

However, as soon as I got home, the Wi-Fi problem returned, meaning the replacement did not resolve the original issue. I was then advised to purchase an additional Wi-Fi adapter for R145.

On top of that, after the hard drive replacement, Microsoft Office had been removed from my laptop, and I was never informed that this would happen. When I contacted the company, Johan (Senior Technician) told me I would need to pay R2,400 to reinstall Microsoft Office. This additional cost had never been disclosed beforehand.

Because the issue was still unresolved and my laptop had been altered, I eventually took it to another IT provider. They reinstalled my original hard drive, cleaned the software, and fixed the problem within 15 minutes.

I contacted LOGON requesting a full refund for the unnecessary hard drive replacement and Wi-Fi adapter, but Peter Greeve refused and only offered a refund of R145 and a partial credit.

My concerns are:

The original problem was misdiagnosed.

I incurred unnecessary expenses for repairs that did not solve the issue.

Important information about software removal and additional costs was not disclosed beforehand.

I had to visit the store three times and experienced unnecessary stress due to an upcoming professional presentation.

I had to pay another IT provider to properly fix the issue.

Overall, this experience reflects poor diagnostics, lack of transparency, and very disappointing customer service.