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Dealing with a customer... Need advice
|
|
|
| Hi all. Aside from having computer skills, those of us who work for ourselves have to deal with
people. They seem to think that when you fix their problem (ex. install a NIC) that they just got a
lifetime warranty for every problem they ever had. I need some help with this one:
Last week, a woman called me to tell me her 40 year old daughter did something to her computer and
made it so unusable, they had to restore it (Compaq with Win98). After they restored it and
installed AOL 8.0, there was no modem showing up. I tried talking them through it over the phone but
nothing worked. I went to the woman's house and did another restore. Sure enough, there was no modem
being found. That was odd because this is the original PC and the restore cd is supposed to bring it
back to it's original state. I called Compaq in India and was onthe phone for hours. They are
completely useless. God forbid you ask them something that isnt written on their script. Anyway, I
asked him why the modem driver would not be included on the restore cd and he said that sometimes,
all of the drivers are not included. He proceeded to point me to a directory that had a bunch of
zipped drivers and it appeared that the modem driver was in there but after extracting it and trying
to install the modem, it did not work. I told the woman she needs a new modem. I installed it and
Windows 98 found it. I tried siging onto AOL and it took a few attempts using a few of the phone #s
but finally got on. After 3 hours at this woman's house, I left.
She called me 2 days later and said that the computer is doing the same thing. She cannot get on AOL
and the modem isnt working and her printer isnt working. Thinking that I forgot to connect the print
cable and modem settings somehow changed, I went there again. I tried to sign on AOL and connected
on the first attempt and stayed on for 30 minutes and made sure she could get her email, browse,
etc. I tried to print a test page but got an error message that stated that the test page ncludes
color and there was no color cartridge. I clicked OK and it printed. I printed something from WORD
to be sure it worked and it did. I told her all of her I did not do anything and everything works.
I did not charge her. She was happy as hell.
Yesterday, I got a call from the daughter, who left me a message that she cannot go onto AOL and
that there is no modem configured and I need to call back.
This is my question... I left this customer's house twice only after testing everything and making
sure it worked. I cannot possible control when they are able to connect to AOL or if they changed a
setting. What do I tell this woman? I am not going back again for free. If there is no modem
configured, then someone messed with the settings. If they cannot get on AOL, then the problem lies
on AOL's access numbers or they have a noisy phone line or somthing.
How would you handle this?
Tony
| |
| PoorboyTech 2004-02-23, 1:18 pm |
| Pure and simple, start charging them. If they call again, advise them that technical advise and home visits do cost and that for auditting and tax purposes, you must charge them.
I have been in this situation before. Fix a friend's PC, stuck for the rest of your life, unless you tell them you are not
1-800-FREE-FIXR | |
| Steven 2004-02-23, 1:24 pm |
| Tell them you charge $xx per hr, and they already owe you for the time you
have spent there already.
other then that, tell them to contact Compaq support.
you are trying to run a business after all!
p.s give them x number free days tech support on any parts you supply and
install, after that time they have to pay for it!
if you have lots of customers you might want to think about using a 3rd
party for support if you can not cope.
just my 2c ;p
"Tony" <tonyrusso@ureach.com > wrote in message
news:a3ak3099vi8uuhi7fi5106k6n
nj1gfu0a2@4ax.com...
> Hi all. Aside from having computer skills, those of us who work for
ourselves have to deal with
> people. They seem to think that when you fix their problem (ex. install a
NIC) that they just got a
> lifetime warranty for every problem they ever had. I need some help with
this one:
>
> Last week, a woman called me to tell me her 40 year old daughter did
something to her computer and
> made it so unusable, they had to restore it (Compaq with Win98). After
they restored it and
> installed AOL 8.0, there was no modem showing up. I tried talking them
through it over the phone but
> nothing worked. I went to the woman's house and did another restore. Sure
enough, there was no modem
> being found. That was odd because this is the original PC and the restore
cd is supposed to bring it
> back to it's original state. I called Compaq in India and was onthe phone
for hours. They are
> completely useless. God forbid you ask them something that isnt written on
their script. Anyway, I
> asked him why the modem driver would not be included on the restore cd and
he said that sometimes,
> all of the drivers are not included. He proceeded to point me to a
directory that had a bunch of
> zipped drivers and it appeared that the modem driver was in there but
after extracting it and trying
> to install the modem, it did not work. I told the woman she needs a new
modem. I installed it and
> Windows 98 found it. I tried siging onto AOL and it took a few attempts
using a few of the phone #s
> but finally got on. After 3 hours at this woman's house, I left.
>
> She called me 2 days later and said that the computer is doing the same
thing. She cannot get on AOL
> and the modem isnt working and her printer isnt working. Thinking that I
forgot to connect the print
> cable and modem settings somehow changed, I went there again. I tried to
sign on AOL and connected
> on the first attempt and stayed on for 30 minutes and made sure she could
get her email, browse,
> etc. I tried to print a test page but got an error message that stated
that the test page ncludes
> color and there was no color cartridge. I clicked OK and it printed. I
printed something from WORD
> to be sure it worked and it did. I told her all of her I did not do
anything and everything works.
> I did not charge her. She was happy as hell.
>
> Yesterday, I got a call from the daughter, who left me a message that she
cannot go onto AOL and
> that there is no modem configured and I need to call back.
>
> This is my question... I left this customer's house twice only after
testing everything and making
> sure it worked. I cannot possible control when they are able to connect to
AOL or if they changed a
> setting. What do I tell this woman? I am not going back again for free. If
there is no modem
> configured, then someone messed with the settings. If they cannot get on
AOL, then the problem lies
> on AOL's access numbers or they have a noisy phone line or somthing.
>
> How would you handle this?
>
> Tony
>
>
>
>
>
>
| |
| David BlandIII 2004-02-23, 4:24 pm |
| Ahhhhh yes, the forever fix my computer syndrome. It's the reason I had to
tell all my friends and family
that I was no longer in the pro-bono PC repair business. Since you seem to
be in business and you've
already come to this customer's aid on more than one occasion, you'll have
to deal with the situation
"very tactfully."
Suck it up and obligate yourself one last time, if necessary, but explain
(firmly) that 1) you've fixed their
computer and you're made sure that it works (since you stayed on 30 mins
afterwards testing things out).
2) Let them know that PCs often experience problems due to very minor things
that the customer may
have done unknowingly, or even by no fault of their own - BUT - that any
future such incident is a separate
and unrelated occurrence for which you will have to charge. Let them know
that you simply cannot afford
to fix their system each time something goes wrong simply because it appears
to be the same problem
that breaks again and again. 3) Make sure they have the number of the
appropriate tech support to call
if and when the problem reoccurs. If the system is under warranty, all is
fine and good. If not then remind them
tactfully that even their contracted technical support staff cannot fix
their problem free for the life of the system.
Then if tie permits and you feel so inclined, leave them with some practical
troubleshooting tips that they can
do themselves (to the extent that they can understand it.)
Unless you feel like giving a lifelong free ride, that's about all you can
do. Good luck.
--
David Bland
"Tony" <tonyrusso@ureach.com > wrote in message
news:a3ak3099vi8uuhi7fi5106k6n
nj1gfu0a2@4ax.com...
> Hi all. Aside from having computer skills, those of us who work for
ourselves have to deal with
> people. They seem to think that when you fix their problem (ex. install a
NIC) that they just got a
> lifetime warranty for every problem they ever had. I need some help with
this one:
>
> Last week, a woman called me to tell me her 40 year old daughter did
something to her computer and
> made it so unusable, they had to restore it (Compaq with Win98). After
they restored it and
> installed AOL 8.0, there was no modem showing up. I tried talking them
through it over the phone but
> nothing worked. I went to the woman's house and did another restore. Sure
enough, there was no modem
> being found. That was odd because this is the original PC and the restore
cd is supposed to bring it
> back to it's original state. I called Compaq in India and was onthe phone
for hours. They are
> completely useless. God forbid you ask them something that isnt written on
their script. Anyway, I
> asked him why the modem driver would not be included on the restore cd and
he said that sometimes,
> all of the drivers are not included. He proceeded to point me to a
directory that had a bunch of
> zipped drivers and it appeared that the modem driver was in there but
after extracting it and trying
> to install the modem, it did not work. I told the woman she needs a new
modem. I installed it and
> Windows 98 found it. I tried siging onto AOL and it took a few attempts
using a few of the phone #s
> but finally got on. After 3 hours at this woman's house, I left.
>
> She called me 2 days later and said that the computer is doing the same
thing. She cannot get on AOL
> and the modem isnt working and her printer isnt working. Thinking that I
forgot to connect the print
> cable and modem settings somehow changed, I went there again. I tried to
sign on AOL and connected
> on the first attempt and stayed on for 30 minutes and made sure she could
get her email, browse,
> etc. I tried to print a test page but got an error message that stated
that the test page ncludes
> color and there was no color cartridge. I clicked OK and it printed. I
printed something from WORD
> to be sure it worked and it did. I told her all of her I did not do
anything and everything works.
> I did not charge her. She was happy as hell.
>
> Yesterday, I got a call from the daughter, who left me a message that she
cannot go onto AOL and
> that there is no modem configured and I need to call back.
>
> This is my question... I left this customer's house twice only after
testing everything and making
> sure it worked. I cannot possible control when they are able to connect to
AOL or if they changed a
> setting. What do I tell this woman? I am not going back again for free. If
there is no modem
> configured, then someone messed with the settings. If they cannot get on
AOL, then the problem lies
> on AOL's access numbers or they have a noisy phone line or somthing.
>
> How would you handle this?
>
> Tony
>
>
>
>
>
>
| |
| Jonathan Miles 2004-02-23, 4:25 pm |
| In future you might want to get them to sign something that says the job is
complete, and that they are satisfied with the work. This might save your
business one day if someone tries to sue you in a similar situation! (It
happens..)
JM
--
JonathanMiles at uk2 dot net
---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.586 / Virus Database: 371 - Release Date: 12/02/2004
| |
| Doug Scott 2004-02-23, 4:25 pm |
| PoorboyTech,
> PoorboyTech
That says it all, really. I used to tell friends that I was a mainframe
specialist, and knew nothing about PCs. I've been bitten by people who
thought that my time was free, and only hardware was chargeable.
And indeed if MS had produced decent software in the first place, that
would be the case and we wouldn't have to carry the burden.
---
Doug
dwscott@ieee.org
| |
|
| You could tell them to call AOL tech support. >:-) I work for a small ISP
and we have actually gotten calls from AOL subscribers wanting our help
:-( because we have such a good reputation for helping people with problems.
I, of course refused to help or even recommend a technician. If they don't
want to use a local ISP then they should expect to get someone from India or
China and wait for hours for help.
I just spent 20 minutes on the phone to help a customer connect to us and no
pressure to get off an on to something else. We have mostly an older bunch
of customers and we pride ourselves on helping people with their problems,
even if they caused them themselves.
AG
"David BlandIII" <dbland5@msn.com> wrote in message
news:21t_b.452$921.332@nwrddc02.gnilink.net...
> Ahhhhh yes, the forever fix my computer syndrome. It's the reason I had to
> tell all my friends and family
> that I was no longer in the pro-bono PC repair business. Since you seem to
> be in business and you've
> already come to this customer's aid on more than one occasion, you'll have
> to deal with the situation
> "very tactfully."
>
> Suck it up and obligate yourself one last time, if necessary, but explain
> (firmly) that 1) you've fixed their
> computer and you're made sure that it works (since you stayed on 30 mins
> afterwards testing things out).
> 2) Let them know that PCs often experience problems due to very minor
things
> that the customer may
> have done unknowingly, or even by no fault of their own - BUT - that any
> future such incident is a separate
> and unrelated occurrence for which you will have to charge. Let them know
> that you simply cannot afford
> to fix their system each time something goes wrong simply because it
appears
> to be the same problem
> that breaks again and again. 3) Make sure they have the number of the
> appropriate tech support to call
> if and when the problem reoccurs. If the system is under warranty, all is
> fine and good. If not then remind them
> tactfully that even their contracted technical support staff cannot fix
> their problem free for the life of the system.
> Then if tie permits and you feel so inclined, leave them with some
practical
> troubleshooting tips that they can
> do themselves (to the extent that they can understand it.)
>
> Unless you feel like giving a lifelong free ride, that's about all you can
> do. Good luck.
>
> --
> David Bland
>
> "Tony" <tonyrusso@ureach.com > wrote in message
> news:a3ak3099vi8uuhi7fi5106k6n
nj1gfu0a2@4ax.com...
> ourselves have to deal with
a[color=blue]
> NIC) that they just got a
with[color=blue]
> this one:
> something to her computer and
> they restored it and
> through it over the phone but
Sure[color=blue]
> enough, there was no modem
restore[color=blue]
> cd is supposed to bring it
phone[color=blue]
> for hours. They are
on[color=blue]
> their script. Anyway, I
and[color=blue]
> he said that sometimes,
> directory that had a bunch of
> after extracting it and trying
> modem. I installed it and
> using a few of the phone #s
> thing. She cannot get on AOL
> forgot to connect the print
> sign on AOL and connected
could[color=blue]
> get her email, browse,
> that the test page ncludes
> printed something from WORD
> anything and everything works.
she[color=blue]
> cannot go onto AOL and
> testing everything and making
to[color=blue]
> AOL or if they changed a
If[color=blue]
> there is no modem
> AOL, then the problem lies
>
>
| |
| David Hough 2004-02-23, 6:24 pm |
|
Sounds like multiple instances of AOL. The one you fixed works with the
new modem. When they click on another AOL, that one may be still
looking at the old modem, that is no longer there.
I'll bet the modem was replaced once before. This PC has got to be
five years old (win 98) and the restore was not looking for the modem
that was there. We have a Broadband cable company in my town and they
are notoriously swapping out nics. This just messes up image restores,
that companies like compaq, emachine and others use. The solution would
be, after hardware has been changed, a new image cut, using Ghost or
Drive-Image.
| |
|
| On Mon, 23 Feb 2004 13:18:38 -0600, PoorboyTech <PoorboyTech.123g8g@mail.examnotes.net> wrote:
>
>Pure and simple, start charging them.
Maybe I didnt make it clear. I charged $150 for the first visit. That included a few hours of labor
and a new modem installed and configured with AOL. I gave her a break... normally I charge $80/hr.
When she called a couple of days later, I went back for free to be sure everything I did was
correct. As usual, it was and I went there for nothing, however, the free hour I spent there made
the customer feel good. My problem is when they call every other day complaining that it isnt
working. My free visits are over as far as this job is concerned.
What would be your response if they say, I paid you $150 to solve this problem but it still doesnt
work? (I can assure you that if I went there, it will work. They consider AOL taking 3 or 4
attempts to connect and go online as "not working". I hate AOL.
Tony
If they call again, advise them
>that technical advise and home visits do cost and that for auditting
>and tax purposes, you must charge them.
>I have been in this situation before. Fix a friend's PC, stuck for the
>rest of your life, unless you tell them you are not
>1-800-FREE-FIXR
>
>
>PoorboyTech
>Sign up for free daily practice questions at: http://www.QoD.US
>------------------------------------------------------------------------
>Posted via http://www.examnotes.net
>------------------------------------------------------------------------
>View this thread: http://www.examnotes.net/article1035756.html
>
>
>
| |
|
| On Mon, 23 Feb 2004 17:59:37 -0500, David Hough <huffy1@metrocast.net> wrote:
>
>Sounds like multiple instances of AOL. The one you fixed works with the
>new modem. When they click on another AOL, that one may be still
>looking at the old modem, that is no longer there.
I did a complete restore and installed AOL 8.0, so there is only the "new install" of AOL 8.0.
> I'll bet the modem was replaced once before. This PC has got to be
>five years old (win 98) and the restore was not looking for the modem
>that was there.
According to the lady, nothing was ever touched or replaced in the PC, which I believe because the
foil seal was still intact when I opened the case. I was baffled that the driver was not on the cd.
She was on the phone with AOL yesterday and a tech told her that her PC cannot handle 8.0, which is
a crock because I have installed 8.0 on plenty of P2 systems.
Thanks for all of the suggestions. I am not going there again. I am trying to get her to go with
cable or DSL.
Tony
| |
| Steve 2004-02-24, 12:24 pm |
| Charge them for any services, here forward.
Tony <tonyrusso@ureach.com > wrote in message news:< a3ak3099vi8uuhi7fi5106k6nnj1gf
u0a2@4ax.com>...
> Hi all. Aside from having computer skills, those of us who work for ourselves have to deal with
> people. They seem to think that when you fix their problem (ex. install a NIC) that they just got a
> lifetime warranty for every problem they ever had. I need some help with this one:
>
> Last week, a woman called me to tell me her 40 year old daughter did something to her computer and
> made it so unusable, they had to restore it (Compaq with Win98). After they restored it and
> installed AOL 8.0, there was no modem showing up. I tried talking them through it over the phone but
> nothing worked. I went to the woman's house and did another restore. Sure enough, there was no modem
> being found. That was odd because this is the original PC and the restore cd is supposed to bring it
> back to it's original state. I called Compaq in India and was onthe phone for hours. They are
> completely useless. God forbid you ask them something that isnt written on their script. Anyway, I
> asked him why the modem driver would not be included on the restore cd and he said that sometimes,
> all of the drivers are not included. He proceeded to point me to a directory that had a bunch of
> zipped drivers and it appeared that the modem driver was in there but after extracting it and trying
> to install the modem, it did not work. I told the woman she needs a new modem. I installed it and
> Windows 98 found it. I tried siging onto AOL and it took a few attempts using a few of the phone #s
> but finally got on. After 3 hours at this woman's house, I left.
>
> She called me 2 days later and said that the computer is doing the same thing. She cannot get on AOL
> and the modem isnt working and her printer isnt working. Thinking that I forgot to connect the print
> cable and modem settings somehow changed, I went there again. I tried to sign on AOL and connected
> on the first attempt and stayed on for 30 minutes and made sure she could get her email, browse,
> etc. I tried to print a test page but got an error message that stated that the test page ncludes
> color and there was no color cartridge. I clicked OK and it printed. I printed something from WORD
> to be sure it worked and it did. I told her all of her I did not do anything and everything works.
> I did not charge her. She was happy as hell.
>
> Yesterday, I got a call from the daughter, who left me a message that she cannot go onto AOL and
> that there is no modem configured and I need to call back.
>
> This is my question... I left this customer's house twice only after testing everything and making
> sure it worked. I cannot possible control when they are able to connect to AOL or if they changed a
> setting. What do I tell this woman? I am not going back again for free. If there is no modem
> configured, then someone messed with the settings. If they cannot get on AOL, then the problem lies
> on AOL's access numbers or they have a noisy phone line or somthing.
>
> How would you handle this?
>
> Tony
| |
|
| A friend of mine who just closed her store front had a sign on the wall that
all AOL connection problems have a minimum $20.00 charge. That's on top of
any other charges that may be charged and included warranty work for systems
that she sold.
Like most techs she hates AOL and their constant problems.
AG
"Tony" <tonyrusso@ureach.com > wrote in message
news:iepl30tag0bjm1rj6krivihgl
qr1h3gcbs@4ax.com...
> On Mon, 23 Feb 2004 13:18:38 -0600, PoorboyTech
<PoorboyTech.123g8g@mail.examnotes.net> wrote:
>
>
> Maybe I didnt make it clear. I charged $150 for the first visit. That
included a few hours of labor
> and a new modem installed and configured with AOL. I gave her a break...
normally I charge $80/hr.
> When she called a couple of days later, I went back for free to be sure
everything I did was
> correct. As usual, it was and I went there for nothing, however, the free
hour I spent there made
> the customer feel good. My problem is when they call every other day
complaining that it isnt
> working. My free visits are over as far as this job is concerned.
>
> What would be your response if they say, I paid you $150 to solve this
problem but it still doesnt
> work? (I can assure you that if I went there, it will work. They consider
AOL taking 3 or 4
> attempts to connect and go online as "not working". I hate AOL.
>
> Tony
>
> If they call again, advise them
>
|
|
|
|
|