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Home > Archive > alt.certification.a-plus > August 2003 > DOCUMENT EVERYTHING!!!
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DOCUMENT EVERYTHING!!!
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| Ghost 2003-08-25, 10:26 pm |
| Hey all...
Just a reminder to all- make sure you fully document everything you do.
That is standard procedure in my shop.
I had a guy call upo the other day- mad as a hornet! I could hear the
shaking in his voice he was so angry!
Apparently he had his computer in my shop about 2 months ago. He said we
replaced his modem, he brought it home, hooked it up, then went up north
for like a month or two. Now he is back home and his modem does not work.
He was angrily berating me, demanding a new modem for free, etc. I tried
to explain to him we are in Florida, the lightning captial of the country,
and even perfectly new modems can be fried by lightning strikes. While I
had him on the phone I looked up his previous ticket. Amazingly, it was
not in for a bad modem- we replaced a dead PSU!
When I talked to him about this, he suddenly changed his tune- eventually
hanging up.
When I discussed this with the tech hwo originally answered the phone, he
told me the guy first asked "Do you guys keep records of all the computers
you work on?"
This son of a XXXXX was trying to run a scam on me! He was trying to
blame me for his modem burning up- when we never touched his modem. In
fact, the original ticket made mention of the fact that we tested his
modem and his sound card after replacing his PSU and found both to be in
working order.
So, the big lesson for this is- ALWAYS DOCUMENT YOUR WORK THOROUGHLY!!!
Had we not kept accurate records, I might have been forced to replace his
modem just to try to keep him happy- giving him the benefit of the doubt.
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| What is your policy ? Details of printed form terms you get clients
to sign? How long a warranty? I'd like to see samples of the type of
document we should get clients to sign to protect our butts.
I'm just one man,no shop, so I verbally tell them I don't offer
warranties.
He may have just been told off by his wife, another frustrated Muppet
thinking he can dump his frustrations on a service worker!
That's what's going on now with the worms clogging internet,people
are looking to blame techs for recent repairs done
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| Tom MacIntyre 2003-08-26, 7:24 pm |
| On 26 Aug 2003 05:59:25 -0700, duah@excite.com (Joe) wrote:
>What is your policy ? Details of printed form terms you get clients
>to sign? How long a warranty? I'd like to see samples of the type of
>document we should get clients to sign to protect our butts.
>
>I'm just one man,no shop, so I verbally tell them I don't offer
>warranties.
>He may have just been told off by his wife, another frustrated Muppet
>thinking he can dump his frustrations on a service worker!
The spouse second-guesser is a bad thing, and it goes both ways...
Tom
>
> That's what's going on now with the worms clogging internet,people
>are looking to blame techs for recent repairs done
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| "Ghost" <user@user.com> wrote in message
news:user-2508032148140001@1.0.0.101...
> So, the big lesson for this is- ALWAYS DOCUMENT YOUR WORK THOROUGHLY!!!
> Had we not kept accurate records, I might have been forced to replace his
> modem just to try to keep him happy- giving him the benefit of the doubt.
That's the only way to be able to offer warranty work or technical support.
I kept an inventory of the system as well, so if they called with specific
problems or to schedule a repair, the preliminaries were done. Repeat
customers are best anyway.
As for that guy, it's not an uncommon routine. If they think a shop's
sloppy, they'll even come in and insist that someone called them to pick up
their computer. They have no paperwork but will sieze on any info they're
given from anybody trying to talk to them. Don't keep anything around
without owner info tags either, that makes it easier to be ready to blow
these people off along with their legal threats.
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| True Story? 2003-08-29, 9:25 am |
| In article <user-2508032148140001@1.0.0.101>, user@user.com says...
>
>When I discussed this with the tech hwo originally answered the phone, he
>told me the guy first asked "Do you guys keep records of all the computers
>you work on?"
>
So when your tech replied yes, why did this guy continue to try his scam? I'm
wondering if this is a true story...
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| Ghost 2003-08-29, 11:25 pm |
| In article <FIH3b.56968$la.1159361@news1.calgary.shaw.ca>,
spamming@isbad.com (True Story?) wrote:
> In article <user-2508032148140001@1.0.0.101>, user@user.com says...
> >
> >When I discussed this with the tech hwo originally answered the phone, he
> >told me the guy first asked "Do you guys keep records of all the computers
> >you work on?"
> >
>
> So when your tech replied yes, why did this guy continue to try his
scam? I'm
> wondering if this is a true story...
Well, the tech gave the phone call to me... I did not know about his
question until after the phone call.. and yes, it was a true story...
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