My laptop went to Matrix Brooklyn Cape Town to die.

On 20.10.2023 I took my laptop (a high-end 3060 NVIDIA. R33 000 laptop) to Matrix Brooklyn to check why my laptop screen stopped working. It had no screen artefacts or obvious problems. The screen just went black. The rest of the machine was FINE. I used it the day I took it in for repairs with a monitor running. I honestly thought it was the screen connector cable that came loose. An easy, very common problem to solve. Something I thought Matrix was fully capable of doing well. (I have a photo of my laptop running just before I took it in).

By this point, my laptop is 2.5 years old. NEVER had a repair. Has NEVER been opened. Has never been dropped.

23.10.2023 By this time they removed my laptop screen to check the serial number. Confirmed that the screen needed to be replaced.

24.10.2023 I paid the deposit on the R4299 invoice. They proceed to order the screen.

26.10.2023. The screen arrived but it was the wrong screen. They proceed to order another.

01.11.2023. They let me know that they received the right screen but now my laptop is not switching on. It only has a red light (somewhere while waiting for the screen something went wrong that they never admitted over email). Apparently, it was just left on the shelf. Off charge and they thought a good charge would be all that is needed. .

02.11.2023. The manager called me to let me know that my motherboard is gone. I asked if they were taking any responsibility and there was no reply to that. The tech called me to say he wanted to try one more thing to revive my laptop. But the motherboard sounded dead.

06.11.2023. They refunded my screen deposit. I go to collect my now-dead LAPTOP. The tech explained all he tried and I got a damaged report. They seemed compassionate but the young guy at the front desk (who originally checked me in) had a few laughs and condescending snickers. They say it is unfortunate and they did everything they could to try to save it. I leave feeling like they took no responsibility for sending a dead laptop out. And that they are hiding what happened.

07.11.2023. I needed a second opinion. So I booked it with Huge PC in Centurion.

08.11.2023. CourierGuy collected the laptop in its original box, along with the damage report from Matrix.

09.11.2023. It arrived at Huge PC for assessment. They opened it up and sent me this photo of my motherboard and then closed it back up again.

They did not work on it at all.

The email from the states that:

"Good day We are done with the assessment, unfortunately it is the motherboard that is damaged. I am not sure what matrix did but they broke your battery clip and then tried to glue it to the motherboard and they bented the pins on the motherboard."

When they opened it the clip was already loose inside. They sent me a damage report back stating that the motherboard is faulty and the battery clip is broken off. Due to bad workmanship.

I forwarded the email and photo to Matrix querying what they did. Followed by a phone call stating that I took in a functioning laptop and walked out with a dead one. And I cannot believe what happened. That a screen repair would end like this. They reply with an email saying they did the best they could. They were disgusted that Huge PC was blaming them for the damage. And they apologize for being unsuccessful in repairing my laptop (that died in their workshop).

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