Frequently Asked Questions

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We have earned our reputation

Since 1991 Kaplan Computers has been the area’s premier choice for top quality computer service.

We take great pride in employing only the best and most capable industry certified staff.

Our roster includes technicians with Masters Degrees in Computer Science and Electrical Engineering plus degrees in Management Information Systems. We have network certified, Apple certified and multiple
A+ certified techs working both in-store and on-site.

Kaplan Computers service department focuses on doing the job accurately, efficiently and to your 100% satisfaction. We know how valuable your time and data is and that you should not trust it to someone just because they wear a logo on their shirt. We have earned our reputation through years of hard work and providing the services our clients need.

Our Kaplan Computers professional team offers both on-site or in-store options including:

  • Diagnostic, repair & Virus Removal Services
  • Apple Laptop or Desktop Repair
  • Convenient Pickup or Drop-Off Options
  • On-Site Installation & Setup Services
Why purchase from Kaplan Computers

Service – Here at Kaplan we do not sell refrigerators. We do not sell car stereos or snow tires. We do not ship your laptop out of state for servicing. We do not use outside techs to work on your machines and leave your data vulnerable to third parties. All we do is work on computers and related equipment – everything done here in our store by our top of their field technicians in Manchester, CT.

We Have the Experience and Certifications – With 25 years in business we are not the ‘new kid on the block’ or a ‘fly-by-night’ operation. We are seasoned professionals that have a long history working with both consumers and businesses in our area. We have technicians with A+ Certification, Masters Degrees in Computer Science & Engineering, Apple, MCSE and Network Plus certifications. Don’t be afraid to ask those other companies for their credentials before you hand over your hard earned dollars – it is your valuable data/property and you should not just trust it to someone because they have a logo on their shirt.

Reliability – Previously used LCD monitors can function like new for many, many years. According to, with an average use of 8 hours a day, the life expectancy of a LCD monitor is 16-20 years. Why buy new when you can pay much less and still get an extremely long lifespan?

Custom Built Desktops – Our custom desktops are built to the highest quality possible with three year warranties standard. These machines are also assembled here in Manchester with no pre-installed bloatware/junkware for the fastest possible out-of-the-box performance. Why do competitor computers come with this unwanted software and then charge you if you want them to uninstall it?

Name Brands – Why purchase a new ‘off-brand-name-you’ve-never-heard-of’ product when a previously used “Tier 1” brand you’ve seen before often has much better long-term reliability and performance?

Laptop Variety – Kaplan Computers has nearly 70 tried and proven laptops on display, both new and used. We recommend business-grade units for the best durability, longevity and reliability. If other retailers are so confident in their products why do they try to scare you into buying their extended warranty?

 Performance – The truth is that you don’t need the most powerful machine to surf the net, communicate and work with digital pictures. For most people a 2-3 year old computer will do the trick without having to spend the higher price for a brand new unit.

Package Deals – Why do competitors bundle in monitors and make you pay for it hidden somewhere in the price? Here at Kaplan, we let you decide if you want to replace your existing monitor, keyboard or mouse. No pressure and more importantly no spending more money on what you don’t really need.

Availability – Ever see some deal that is ‘too good to be true’? A lot of competitors will offer limited quantities of ‘loss-leader’ items to get you into the store or on the phone. Once you are there, you will find suddenly there is no inventory available but ‘this one right here is more expensive and slightly better specs…’ We don’t play that game here. If you see it in our advertisements you can bank on it being here. No bait-and-switch!

No Rebates – Ever wonder why most companies offer rebates? Because they are betting you will forget to send the information in. Or, they are hoping you will send the wrong information in, or you will send it in late, etc, and they don’t have to pay you! Kaplan Computers does not play that game. The price you see is the price you pay. Period.

Trade-In & Trade-Up – If your current computer is at least a Dual-Core computer running at least the Windows 7 operating system it may have some trade-in value towards a new computer. Bring it down and let us do a free trade-in analysis today!

Zero Tolerance Abuse and Intimidation Policy

Kaplan Computers embraces clients of all types – regardless of race, creed, color, sexual orientation or religious preferences.  But one thing we will not tolerate is threats, abusive behaviors or intimidation to our staff or company.

We will not, under any circumstances, tolerate any of the following unacceptable behaviors:

  • Intimidation
  • Coercement
  • Slander/Libelous actions
  • Verbal or written abuse
  • Bullying or blackmail
  • Threats (direct or implied)
  • Personal insults
  • False accusations and/or obvious lies
  • Requests for providing unethical or illegal activities

Kaplan Computers hopes to facilitate an open, civil dialog with all our clients.  We respect the right for someone to feel differently about a topic and appreciate that emotions are sometimes difficult to control.  That being said we will only engage in respectful conversations that work towards a productive result for both parties.

Any client found in violation of this policy will be terminated immediately.   They will not be allowed to purchase any additional products and/or services for a minimum of one calendar year.

It is unfortunate that in this day and age we need to have a policy like this however the actions of a very, very small portion of our clients have forced us to create this to protect the well being of our store and staff.

Customer Service


Kaplan Computers strives to do our best to make sure our clients are 100% happy with their purchase. We will always try to provide top-quality service and merchandise.

If you have any questions or concerns about our products please contact us and let us know what we can do to resolve your issue.

Trade-In or Buy Back!

Is it time to upgrade your computer? Then you might want to take advantage of Kaplan Computers trade-in and buy-back programs!

Bring in your used desktop, laptop, Apple computer or LCD monitor for a free while-you-wait trade-in evaluation.

We can buy the machine directly from you! Or we can offer up to 20% more credit towards a purchase at that time or towards a gift certificate for the future.

Generally computers older than 6-7 years have no value but can be recycled at no cost to you.

Privacy Policy

Kaplan Computers is committed to privacy and security for all of our clients. Because we respect your right to privacy, we have developed a Privacy Statement as indicated below.

Personal Information

Under no circumstances do we transfer your email address to any other company, nor do we collect any personal data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs.

There are two ways you can provide us with and consent to our collection of certain personal information:

E-mail Request – Links throughout our site provide you with the opportunity to contact us via e-mail to ask questions, request information and materials, or provide comments and suggestions. You may also be offered the opportunity to have one of our Sales Representatives contact you personally to provide additional information about our products or services. To do so, we may request additional personal information from you, such as your name and telephone number, to help us satisfy your request.

Enrollment – You may choose to enroll for one of our products or services where we will request certain information from you. Depending on the type of product or service that you request, you may be asked to provide different personal information. For certain products and services, we may require your name, address, telephone number, e-mail address, and credit card number. Other products and services may require different or supplemental information from you in order to apply.

Since 1991 our focus is YOU!

Since 1991 many companies have come and gone in our area that have tried to sell computers…

Computer City, CompUSA, Circuit City, OfficeMax, Office Depot, Bernies… and countless others.

How has Kaplan Computers not only survived, but thrived while all others have gone out of business?


Kaplan Computers specializes in low cost, high quality new and refurbished computers and related equipment. We also offer a large array of computer services, both here in our retail location or in the convenience of your home or business.

Our business was founded on the principals of loyalty, honesty, dependability and quality. These are the cornerstones for the superior customer service we strive to provide here at Kaplan Computers.  We do not answer to shareholders and try to sell the latest high-profit market gimmick that you do not need.

We have been here for you since 1991 and will be here for you in the future.

Please stop down and visit our 7500 square foot showroom and find exactly what you are looking for at exactly the right price.

In-Store Returns

In-Store Returns

  • Almost all items are eligible for return within 7 days after they are purchased.  Special order or custom built products are not eligible for returns.
  • All refunds will be issued through original method of payment only.
  • Cash transactions over $50 will be refunded via check and may take up to 7 days to process.
  • Refunds on any check purchase will require a 7 day waiting period for original check to clear before any refund will be issued.  A $30 fee will be applied to any returned checks.

Ineligible Returns

  • Any opened software or software key-code items are NOT eligible for return.
  • Any services performed are NOT eligible for return.
  • Shipping and delivery charges are NOT eligible for return.

Restocking Fees

  • Computers returned within 48 hours will have no restocking fee.  Items must be in original condition with original (if any) packaging and accessories.  Damaged or missing items may be deducted from the return.
  • Items returned after that 48 hour period  will have a 10% restocking fee deducted from the return.  Items must be in original condition with original (if any) packaging and accessories.  Damaged or missing items may be deducted from the return.
  • Items that are exchanged towards another item (or store credit) within 7 days of purchase will not have a restocking fee.
  • Brand new, unopened items will not have a restocking fee.

Did you know that more than 3.2 million tons of electronic waste is laid to rest in US landfills each year, and that nearly all of that is non-biodegradable?

Did you know that each computer contains over half the periodic table?

Kaplan Computers offers free environmentally safe PC recycling on desktops, laptops , LCD monitors, and tablets.  We can dispose of any CRT monitors or printers for a nominal charge.

We also offer professional asset recovery with the ability to handle pallets of e-waste through our lift gate equipped trucks and trailers for de-acquisition services.


Kaplan Computers takes pride in providing top quality customer service and products.

Previously Used Equipment

  • Desktop computers at $99 and under have a 30-day warranty against hardware failure.
  • Desktop computers above that price include a 90-day warranty against hardware failure.
  • Laptop computers at $149 and under have a 30-day warranty against hardware failure.
  • Laptop computers above that price include a 90-day warranty against hardware failure.
  • LCD Monitors at $29 and under have a 30-day warranty against hardware failure.
  • LCD Monitors above that price include a 90-day warranty against hardware failure.

Brand New Equipment

New brand-name products carry a 1-year warranty through the manufacturer.  Whenever possible Kaplan Computers will assume repair responsibilities for the product if within the 1-year period and allowed by the manufacturer.

Custom Built Computers

Our brand new, built in-house Custom computers all have 1 year parts and labor warranties.  Individual parts may be warrantied longer so see your sales associate for specifics. Generally the parts warranties are :

  • 3 Year Parts Coverage on Motherboard & Processors
  • 2-5 Year Parts Coverage on Storage Devices (HDD/SDD) (Data Backup is NOT included)
  • Lifetime Warranty on all Memory
  • 2-5 Year Power Supply Coverage

All custom built warranty services are performed in-store only.

International sales DO NOT include warranties.

What is Covered Under Warranty?

  • Failures in hardware components of products provided
  • Errors or defects in craftsmanship

What is Not Covered Under Warranty?

  • Software installed after purchase, including errors caused by Operating System updates.
  • Damage caused by owner modifying, attempting to fix or otherwise altering the product.
  • Problems caused by accessories, software, parts or components not supplied by Kaplan Computers.
  • Product damaged by misuse, abuse, riot, vandalism, theft, fire, flood, wind, lighting, freezing, power failure, power fluctuations or ‘Acts of God’.
  • Expendable items such as batteries.  Please ask for estimated battery life before.
  • This warranty does not cover cracked displays or damage caused by spills or liquids.
  • Cosmetic damage occurring after purchase.
  • Shipping or damage caused by shipping.
  • Anyone other than the original owner or immediate family.  Warranties are non-transferable.
  • Any incidental or consequential damages suffered by product failure, servicing time frames or any other reasons.
  • Any device or peripheral which is covered by its own manufacturers warranty (past the first 15 days of purchase).

This warranty is the sole and exclusive warranty.  No employee, agent, dealer or other person is authorized to alter this warranty or make any other warranty on behalf of Kaplan Computers.  There are no warranties which extend beyond the description listed above.


What Kaplan Computers Will Do

  • Repair the product
  • Replace the product if the item cannot be repaired within a reasonable amount of time with an item of similar hardware capabilities

Purchases made online may not include the same warranty as product purchased in-store.  Please ask for further clarification.


The parties agree that the venue for any litigation between parties related to this agreement shall take place in Hartford County, Connecticut.  The laws of the State of Connecticut govern all disputes between parties.

Online Sales Returns


Items are eligible for return for 7 days after they are received. All refunds will be issued through original method of payment.

If you are returning an item because you made a mistake or because it is no longer wanted the item must be returned in the original condition it was sent PRIOR to receiving a refund. Buyer pays return shipping costs and a 10% restocking fee.

If the item sent is wrong, damaged or incorrectly listed the item must be returned in the original condition it was sent PRIOR to receiving a refund. We will reimburse standard return shipping if you provide a shipping receipt.

Any returns MUST have been cleared through an Online Sales Associate before they will be accepted.  If you have not spoken with an associate first your returned item may be denied and returned to you.

* We reserve the right to reimburse a fraction of expedited, express or international return shipments.


Website Visits & Digital Communications

Statistical Information About Your Visit

Information obtained while visiting our site does not identify you personally, but rather records information about a visit to our site. We may monitor statistics such as how many people visit our site, which pages people visit, and which browsers people use. We use these statistics about your visit to help us improve the performance of our web site and over all user experience.

Your Ability to Opt-Out of Further Notifications

Periodically, we notify our customers of new products, announcements, and updates. If you would like to opt-out of our email messages, please contact us.

Why Choose Us to Service Your Computer?



Many computer repair shops (and “Big Box” retailers) advertise they can service your computer.Often they will lure in new customers by offering discounted or “free” diagnostic services.But what does this “free” service cost you in the end?

Most of these businesses use an automated program to rapidly ‘diagnose’ the issue so that the technician does not even have to have the appropriate experience to fix your problem.The technician really does not know what is wrong with your machine; just what the test report says is wrong.These reports are often very general and many times misdiagnose the true problem.

A majority of these automated diagnostic companies use a very limited number of tools to try and repair your computer. Kaplan Computers has at its disposal a far more varied and advanced set of options than the technicians at the “Big Box” stores because many of these tools can cause major harm if not used by someone trained and experienced. Also, many of the “Big Box” stores hire inexperienced techs (mostly just savvy sales people) that do not have the proper experience to handle the more complex problems.

Some people feel that computer repair by a large company might be the right way to go. However, most large companies are interested in up selling to new products rather than fixing your existing equipment. Some of these technicians have sales quotas they have to meet (their job depends on it). Because of this their diagnosis on many problems is based more on the chance to up sell rather than repair your product.

Kaplan Computers is only interested in one thing – helping our clients. We do not answer to shareholders, we do not use predatory practices or have sales quotas. We are not a fly by night operation where you have to worry if we will still be around next month.

You can put your trust in Kaplan Computers because we have been here long enough to earn it. We have the tools, the training and the experience to help you when others will fail. Give us a try and you will see for yourself.

Where do refurbished computers come from?

A majority of our refurbished product is what is called ‘off-lease’ equipment. A large company will lease these items, usually on a 1-3 year lease, and then return it to the leasing company when the contract expires. This product is always produced by a name brand “Tier 1” manufacturer like HP, Dell, Compaq, Lenovo & Acer. The items are often considerably better build quality than ‘consumer level machines’ because they are meant to be used in office environments where the machines cannot afford to be down.

We bring this product in from the leasing companies only when we are assured the equipment meets Kaplan Computers strict quality standards. Kaplan has direct input over the entire process so you can be assured that the equipment you purchase through us is of the highest possible quality and working condition.

We back up all refurbished equipment sales with a 90-day warranty (unless otherwise noted)

Good Computer Service is Hard to Find

Every computer owner should have a technician they can believe in. They need someone they can rely on and trust to take care of their needs as affordably and accurately as possible.

So how do you find a good computer technician you can trust?

The best thing to do is ask around. Talk to friends, family, co-workers or neighbors.   See if they have any recommendations for you.

With 25 years in business more than likely someone you know is already our client!

However, if we aren’t the suggested company for your service work contact that company find out if the tech center you trust your computer and personal data with has A+ Certified technicians. Ask them if their techs have Masters Degrees in their field. Find out if they have Apple, MCSE or Network Plus Certifications. Do they have the experience you can count on to get the job done right?

Is it a professional storefront operation or is it run out of somebody’s car? How long has that company been in business and served the community?

Kaplan Computers is proud to have been here all these years, servicing our community through the changing technological world.

We look forward to being here for many, many more years!


What can Kaplan Computers do for you?

We specialize in providing low cost, high quality computer equipment – both new and refurbished – to individual consumers or small-to-medium sized businesses. We also offer a complete solution service center with the ability to repair laptops “in house” instead of shipping them off for service as most of our competitors do.

We are here to help!

Local Support

Kaplan Computers supports everything we sell.  If you are having a problem with something you purchased from us please stop down or call us first!

Kaplan Certified Techs

Our roster includes technicians with Masters Degrees in Computer Science and Electrical Engineering plus degrees in Management Information Systems. We have network certified, Apple certified and multiple A+ certified techs working both in-store and on-site.

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