It worked before

[layoric]

Ever get calls from prior customers claiming something didn't work before you touched their systems?

I get a few of these every so often, not many, but boy, I find them quite insulting. So much so, that I've posted something about it on my 'repair blog (http://irecoverdata.com/node/30)'.

In tandem is also the calls from non-customers looking for FREE ADVICE.

I just received a call from a lawyer's office, where I redid their network, from wireless to wired, and got their network printer working again (without a manual for the printer - not fun). This call was 2-3 weeks AFTER I did the work too, from an employee that wasn't even there when I did the work. She tried to tell me that a file she was trying to open couldn't be opened on another computer, that it was in use. Well, so what? They didn't pay for a support contract, or reply to my bid on two of them either. Yet what she was trying to do was talk to me in such a way that made it sound like it was my responsibility to get it to work, as I was there last, and that should have been part of the work I did on the network!

Yes, I got suckered into having her go through network browsing to find the file in question, but then she started asking other questions, like how to do this and that... I put an end to it quickly though.

WHAT GIVES WITH PEOPLE? That's like me trying to tell a mechanic that since I was there last and they did work on the car's brakes, that the emergency brake should also have been working, or how about the brakes on a trailer that wasn't brought in at the time, should be working as well!

I know people don't understand computing issues, networking, etc, and that's why they call us, but I just get so irritated and yes, insulted, when people try to get free info out of me, regardless of how they try to weasel it out of me or try and sugar coat it.

This last one today, and what precipitated this message, was a LAWYER's office. Someone who bills $200 an hour, even over the phone. I turned the accusations around on her and said that she wouldn't give free information out to people, regardless if they did legal work for them in the past. That's when she flipped and tried to say it was my ineptness (not using that word, but definitely insinuating it) instead, as I stated above earlier.

I'm just annoyed... I work from home, and admit I'm not always ready and in 'business mode' when I receive a call, so I'm not ready and as quick on the draw to answer such accusations. That's why I just put a sticky by the phone labeled, FREE SUPPORT CALLS. It says: This would be a support call. We do NOT provide free support. Any services rendered were verified at the time of work completion. I'm actually going to put it on my receipt templates right now too.

This doesn't happen often, it just bugs me to NO END when it does...

Layoric :eek:

[iisjman07]

I hear ya, this always happens to me

[JosephLeo]

First off, never work for lawyers without hiring your own. Next, all lawyers are the scum of the earth, finally lawyers are trained to screw you without emotion.

Okay, now that I got the basics out here is my comment.


Make sure that in your contract you state that you are not responcible for anything other than the work you did and the work that you did is not covered if the customer modifies it in any way, shape or form for a set period of time (that's important too).

Otherwise, given the circumstances you got off light. Lawyers are truely the worlds worst people. They make Hitler seem like Jesus Christ by comparison- on the up side Tax lawyers are your best friends. You can tell them anything (even if you're breaking the law) and they will try their best to fix it so long as it's a monetary problem.

[Iconic]

I love your posting in your repair blog. The only thing I wonder about is if it will hinder your business in the future. If someone reads that before contacting you it could potentially give them the impression you are a little short tempered and could be hard to work with. Just a thought.

[ProTech Support]

I love your posting in your repair blog. The only thing I wonder about is if it will hinder your business in the future. If someone reads that before contacting you it could potentially give them the impression you are a little short tempered and could be hard to work with. Just a thought.

Exactly what I was thinking, honestly I would remove that. If I was a potential customer reading that, you could consider me gone. To me, it just makes you look like the only thing you are concerned about is making money, and not the actual welfare of your clients systems...

[layoric]

I had that thought, but they just irritate me so much, I had to put it out there. I understand what you are saying, double edged sword an all, but for my sanity, it is there. I did add the following though:

I stand by my work, and do offer a 30 day warranty on any work performed, but this does not include work that was not performed.

Layoric

[Tweak]

Gotta love when people say things like " My computer was fine before I brought it in"...cause my thought is "I guess you just brought it in to show me how well it works". :D

[JosephLeo]

Gotta love when people say things like " My computer was fine before I brought it in"...cause my thought is "I guess you just brought it in to show me how well it works". :D

It's kind of like going into a hospital with a broken arm and then complaining about to the doctor that a week later you discover you have cancer...or going to a mechanic to change your oil only to come back a week later and complain that the engine failed.

But yeah, if a customer comes in and complains like that I will simply reply with a "I'm sorry sir/madam but we are not responsible for anything other than the service we did. However we will be more than happy to take a look at it for you"

[Methical]

Had a problem like this a few months ago..

Client brings me laptop ( can't remember make/model ). Its BSoD'in on me. Turns out it was a driver issue. Simple enough fix. She goes home happy.
Three days later, comes knocking on my front door in a foul mood, because one of her mouse buttons is broken ( it was actually sunken into the laptop it self, was weird ) And blamed me for it. Even though she was sitting next to me while I fixed it ( and showed her a thing or two whilst we were there ) and saw that the whole time I used my USB Dell optical mouse.

In simple terms, I guess its easier to blame someone else than your yourself.

[Tweak]

Had a problem like this a few months ago..

Client brings me laptop ( can't remember make/model ). Its BSoD'in on me. Turns out it was a driver issue. Simple enough fix. She goes home happy.
Three days later, comes knocking on my front door in a foul mood, because one of her mouse buttons is broken ( it was actually sunken into the laptop it self, was weird ) And blamed me for it. Even though she was sitting next to me while I fixed it ( and showed her a thing or two whilst we were there ) and saw that the whole time I used my USB Dell optical mouse.

In simple terms, I guess its easier to blame someone else than your yourself.

Almost everyone wants something for nothing. :(

[bagellad]

Just try to convert them into sales calls, the person will get the hint or you will get a job. I had a customer calling me because they lost their essay, frankly i was to tired to go out so i told her how to get it into safe mode to back up her files, then she asked how to fix it and iI said "Well thats where I come in!" and i went over the next day and bam nice big job.

[MobileTechie]

I'd just soak it up. Say you are certain that it isn't your doing but you want happy customers so you'll see if you can fix it anyway. For the number of times it happens I think you're better off building goodwill.