Small Dog Electronics

I came in with a MacBook Pro that wouldn’t power up. Based on my research, I told the tech that I thought it was an issue with the logic board. He convinced me to pay the $ 65 diagnostic fee and informed me of «the possibility of a 2 week turn around.» Now, over two MONTHS later I finally get my computer back and am told «there’s an issue with the logic board.» The only thing to Small Dog’s credit was that they agreed to mail my computer back to me rather than making me come to the store to pick it up.

My Macbook broke and since I need my laptop everyday for work, I thought taking it to an authorized service provider (in this case, Small Dog) might be faster than sending it out to Apple for repair. I was wrong. It has been nearly three weeks now and no sign of my laptop. Let’s go misstep by misstep, shall we?
First, I had to take off time from work in order to get down there during their convenient-​for-​no-​one hours of 10 – 5 PM. But, you know, that’s the least of their issues, so I won’t quibble.
After I went through the check-​in process and paid the $ 65 service fee, the nice, albeit clearly unhappy and audibly sighing, employee told me that I «should» have my laptop back in about a week. Haha.
Here’s the really, really big flaw of this place: Small Dog doesn’t have a technician in the store every day. This means it took one full week for someone to even LOOK at my computer. One week. No computer. I could have sent it to Apple and had the repair finished in that time.
When the issue was finally diagnosed, one week later, it turned out it was a repair Apple needed to make. After all that, it needed to be sent to Apple anyway. Basically, I paid their $ 65 service fee to waste my time. Not only that, I had to call and hound them to make sure it was sent out and not left on the shelf for another week. While on this call, I was charged Apple’s flat fee for repairs and dutifully provided payment. Did I get an emailed receipt, invoice, or any other sort of written confirmation? Of course not.
I was told that Apple usually repairs and returns devices within 5 – 7 days of receiving them, so I could expect my Macbook back in the store in 7 – 10 days. Today is day 11. Naturally, I called to check in. If you want proof of how bad this place is, go ahead and call their number. You will spend 5 minutes navigating their asinine phone tree and you will know that I speak the truth.
After finally getting someone on the line, here’s what I was told: «I don’t have an update for you». Um. OK. I then asked for the Apple case ID, so that I could continue to track it on my own and follow-​up with Apple. I was told that Small Dog was not allowed to give me that information (even though the Apple website says they should give it to me). Doubting that my Macbook was even sent out, I asked for confirmation that Apple received the laptop. «Yes, on the 11^th» And, then, apparently, nothing. Sighing (these people are always sighing), the man on the phone told me he would call the local store to follow up on the repair and they would call me back.
Of course, 5 PM came and went and no one ever called me back. So, I guess I’ll try again tomorrow and continue working on this borrowed laptop another day.
I have heard similar nightmares from others I’ve talked to about this place. How it operates as a business is beyond me.

In general, my family has had nothing but good experiences with Small Dog. They have excellent customer service, and we order online from NY all the time. We recently happened to be near this area of Vermont, so we made a deliberate effort to stop by the Rutland store. Their prices are great, and they are really nice people in person too!!! The 2 sales associates we interacted with were both knowledgable and friendly! They seemed to know all things Apple, and my husband spent a solid hour discussing their products with them. You can’t get that type of personal service in any Big Box Store! Keep up the great work Small Dog! We look forward to checking out the Burlington store next time we trek up to Vermont.