First impression they were warm and friendly and appeared to know what they are talking about. My husband took our laptop in because we wiped our computer and could not get the hard drive to accept our OS. They told us that it may need a new hard drive so we agreed to try the recommendation. They identified it did not resolve the problem and recommended a mother board. We decided to take it home and try to problem solve ourselves. We ended up fixing it ourselves without any replacement parts. So my son takes his laptop in a week later due to his graphic card not working. They recommended a mother board for his laptop so we again decided to bring it home and work on it ourselves. We reloaded the intel drivers and fixed the problem. They seem to want to just throw parts at you instead of really diagnosing the problem. They also charged my son $85 for a mis-diagnosis and recommending the wrong part. I would not take any computers to the location as they do not seem to be competent to diagnosis issues and the admitted to only being self taught and not certified.
Baseline Systems replied:
Hi Sherry, we're sorry you feel your experience was anything less than stellar. While misdiagnoses do happen sometimes, we are confident on our decisions on the two machines you brought us. We want to be 100% transparent, so here is how we came to those conclusions:
The first machine was over 10 years old and excruciatingly slow. Our diagnostic tools indicated a problem with the hard drive. When a new solid state drive was installed, a different error regarding S.M.A.R.T. monitoring was identified by the laptop's built in diagnostics software. This same error happened with three different hard drives, indicating a problem with the hard drive controller on the motherboard of the laptop. Since the laptop motherboard is one circuit board and the hard drive plugs directly into the motherboard without any cables, there are no other troubleshooting steps to perform, besides resetting the system to factory defaults - which we also did. This is the industry standard for testing procedures.
Your second laptop your son brought in was also over 10 years old, manufactured in 2005 or 2006 if I recall. The initial complaint was 3D games were very sluggish, and they were. After spending two hours on the machine troubleshooting the 3D graphics adapter - which tested fine in diagnostics, but not in actual games - your son came in and informed us that your husband thinks he may have broken the laptop when he was trying to upgrade it. He then informed us that he had the old hard drive with him that games ran perfectly on. We put that hard drive in the laptop and the problem persisted. Like the previous laptop, it was reset to factory defaults and tested with two different hard drives (one of which was known to operate the computer perfectly according to your son). Again, the only common denominator is the motherboard itself since the 3D video circuitry is built into the motherboard. Your husband mentioned in his phone call that he fixed it by loading the drivers for the card. We 100% refute this claim and have audio/video evidence of approximately an hour's time where your son was in our shop as we troubleshoot the laptop. The accusation your son made about your husband damaging the laptop, as well as me installing the video drivers, AND swapping in the old KNOWN WORKING hard drive into the laptop with the exact same results as the other hard drive that has a completely different operating system, different drivers, different everything - is all there in crystal clear audio and video.
This footage is available to anyone who asks to verify the validity of this 1 star review.
We also take offense to the "self taught and not certified" statement. Our team has 35 different certifications with multiple team members sharing the same certifications. Our team also has the following college degrees: A.S. in Computer Networking and Information System Security, A.A.S. in Information Systems Cybersecurity, B.S. in Business Management, B.S. in Management Information Systems, B.S. in Psychology, and M.S. in Philosophy. The person who worked on both of your laptops has a college degree and is both a Microsoft Certified Systems Engineer and a Dell Certified System Expert.
Perhaps you mistook an answer we gave when asked about our 3D Printer knowledge as being self taught - simply because there are no technical courses out there (that I'm aware of) for 3D Printing.
As an olive branch offering, we'll give you 20% off any product or service on your next visit.
7 months ago