Comments on: How Well Should You Fix a Computer?

By: Omo

Omo — Wed, 18 Nov 2009 18:27:46 +0000

“I couldn’t help but notice that your computer is in serious need of overall maintenance! Looks like it’s been quite a while since the last time…[insert special price offer]. Yes, yes, computers need regular maintenance just like cars.”
(If they are reluctant) “But you will risk evil Internet hackers using your computer for illegal things and may end up in jail for the rest of your life.”

By: Bryan

Bryan — Mon, 02 Nov 2009 20:50:39 +0000

Every situation is different. I usually fix all issues if the issue I’m fixing is an issue where the computer is already having serious problems. I had a computer that locked up for instance. I rolled it back a week and everything worked. I thought it might be a MS Windows update. I could have just left. I’d rather be confident I fixed the problem permanently though- so I updated the virus definitions and MS Windows updates. If anything happened I’d just tell them the solution is to reload MS Windows. This way I got an extra few minuets to confirm my work (improve quality and decrease chances of having to return) and I could say “Hey- while I fixed the problem and am done I’m also updating MS Windows and your virus definitions just to make sure everything continues to run smoothly.” If something fails I can always go back and blame it on the original problem and this shows my extra effort paid off to the customer as they then know I didn’t fix it and leave, but that I spent the time to verify my fix-and the quality of my work was superior to other techs.

By: Mike Busby Qld Australia

Mike Busby Qld Australia — Thu, 19 Feb 2009 10:16:27 +0000

I run along similar lines but with a bit of a twist. I will complete the job I was called to do but I will make an appointment to come back after business hours to explain what else needs doing and do the final fix and testing if they want it done. Small businesses usually appreciate this as I don’t charge any extra for after hours work for them. Just my normal rate.

I would however charge a larger business that can afford to pay.

For home users I have a fixed fee. 3 minutes or 3 hours the price is the same. I never walk away from a computer that I haven’t left in a better state than when I walked through the door. Must be my pig headedness I suppose but my word is my bond.

By: Fireddog

Fireddog — Sun, 01 Feb 2009 09:41:34 +0000

I am a firm believer in charging for added value. I don’t do system updates for free and I always take the logical precautions. IF the machine is running slow and I Am their for a Logitech Harmony remote setup then by god I am going to finish the harmony setup but I always announce that after that is complete I do a free pc checkup. I never want to be the tech who leaves but hasn’t left the pc in a better state then what it was before they arrived.

If its a business now that is a totally different situation and yes smart sense in handling it is required.

By: Sam

Sam — Sat, 11 Oct 2008 13:51:37 +0000

I run my own business and i also get contracted out from another company. When i work for another company I only do what the job details to do. example last customer was a home user to install a modem, i took the old one out and replaced it. tested it and then called the company to close the job. unfortately the customer could not use his ISP. Customer asked me to put in the CD and it would not run because the program wanted me to change his screen resolution up to 800 by 600. but the slider wouldn’t move. when i checked his hardware device manger there were Yellow exclamation marks against his VGA, Sound and ethernet. So he was missing drivers. When i called companies tech support i explained the drivers situation. The tech support said there is nothing i could do, the customer had to go back to the store to make another appointment. Its hard times i would like to help this customer. but i can’t, I am not allowed to offer my own company PC Helper services to the customer. But if the customer had a PC Helper customer, I would gone back to the customer and got the drivers for him and set up the PC how he would want it. I guess as PC Helper I do above and beyond. But as subcontract to another company i do exactly as the job is detailed to do.

By: Tech Blog

Tech Blog — Thu, 09 Oct 2008 00:04:13 +0000

If I would been a tech support then I would simply fix the issue and advice the client with few things to do of their own and leave the place. If they follow my words and do it well then they will call me to support them on their need, if they run into issues while following my words then also they gonna call me to fix it. Both will be a win win situation for me.

By: Richard

Richard — Mon, 22 Sep 2008 19:15:46 +0000

It really depends on the customer. Since I deal with mostly business customers they prefer that I just fix their computer as their computers are critical for them to conduct business. Home users, I just fix what I am contracted out to do. If however I do see something that could be a big like lots of maleware, spyware, etc. I will let them know that it might interfer with what I am trying to do and give them the option if they want me to clean it up.

By: Dean

Dean — Mon, 22 Sep 2008 17:04:33 +0000

Yes Priority is on FIX WHAT I CAME FOR. Sometimes it may take a patch for that.

When I get done with that I look at the time. If it took less then 30 min I ask them about things that can be done in a short period of time (low risk) they don’t pay for this becouse I charge in 1 hour increments.

I don’t usaly do this with warrenty work but sometimes I do. There is a big difference here.

If I am doing patches and something happens becouse of it then its my fault for not knowing. Its my cost! and will get fixed for free.

If they need high risk stuff then I explain the posible outcomes and let them make the choice. Here ist not my fault and there will be a discounted rate to fix it. If I am charging 50h I might charge them 1/2 that to fix the problem.

This is all different for inhouse repair. I can do other things while updates install. I offer lots of extra service. What would take an hour of my time onsite might only take 20min of acctual working time off site (sometimes much less sometimes more). So I am more brave off site, however; its always with their consent.

By: lonagcio

lonagcio — Sun, 21 Sep 2008 11:03:17 +0000

I always make recommendations. If a client doesn’t care or is not able at this time to pay for the extra services, I don’t push it. In a few weeks, I write a letter of appreciation for their business. I also include the benefits of the other issues i pointed out taken care of and the money that they can save by having it taken care of in a timely manner. I try to make everything about them and their benefit. Take care of the customer.

By: Computer Geeks

Computer Geeks — Sun, 21 Sep 2008 00:10:20 +0000

That’s our standard goal, to fix what we’re called out for. We love providing the extra services, but it does lose value when it’s not their desire.