Comments on: Misdiagnosing a Computer Problem: How to Deal With It Without Losing The Client

By: swany971

swany971 — Mon, 04 Aug 2008 02:33:35 +0000

A very useful article Bryce. Thanks.

By: TimeCode

TimeCode — Wed, 30 Jul 2008 17:39:59 +0000

I think we’ve all had times when we’ve misdiagnosed something. I’ve tried a few different tactics and I’ve found that humility is the best thing. After I admit that I was incorrect, I fix the issue and move on. And a follow-up call is mandatory.

There have also been times where I have had “can’t determine the cause” cases but I HATE those. That is where I see people lose confidence. And why is it that if a mechanic tries to fix your car but fails, tries another part, fails and tries again, people accept that. But just one mistake with a computer and you’re an idiot?

Because of these issues, I have purchased testing equipment. It is just easier to spend the cash and make it back than to lose clients and reputation.

By: lonagcio

lonagcio — Wed, 30 Jul 2008 13:25:35 +0000

After every job, I find that writing it down into a scenario style format helps me stay on my toes. I can always refer to it and use it for future reference. Just like the book says. Time consuming, but great.

By: ZionFrost

ZionFrost — Wed, 30 Jul 2008 05:16:20 +0000

Interesting article. I’m in my third year of business and I tend to make more “can’t determine cause” than misdiagnosis. When that happens, I normally explain the difficulty I’m having, do my homework then return (hopefully) to repair the problem and don’t charge for my first visit…I figure I’m still on the learning curve and can’t charge the customer for that.

By: Bryce W

Bryce W — Wed, 30 Jul 2008 02:28:54 +0000

Its definitely easy to tell what you have done wrong looking back on it, but when you are doing it on the fly and thinking on your feet its a alot harder and easy to miss things. Im well aware what I should have done. Im sure nearly everyone here has made mistakes that they typically wouldnt make or have the knowlege of how to find/fix it but still managed to do it anyway.

On this website, Im not afraid to post my mistakes as I am not the perfect tech. Im successful, I make a nice amount of money but I too make mistakes, some of them being classed as “rookie mistakes”.

I think something that many people who want to start a business are afraid of is making mistakes and they need to learn that it happens, even to me.

By: JohnR

JohnR — Wed, 30 Jul 2008 01:18:44 +0000

Before I ever give a diagnosis of “bad wiring”, I run it through my cable tester. It’s a $30 piece of equipment and it’s great for confirming problems. With that and a crimping tool, I can make LANs dance and sing.

Better, you can tell *what wire* has the problem. 99% of the time, it’s a simple break in the jack, and you can pull that apart with a screwdriver and fix it in three minutes flat.

But yeah. CABLE TESTER. It’s a necessity if you’re going to be checking anything beyond the output jack.

By: Webkinz

Webkinz — Wed, 30 Jul 2008 00:45:57 +0000

Going along with a sincere apology, I always find it goes over well with the client if you give them a follow up call in a week or so and see if things are still running smoothly and tell them if they have any other problems to not hesitate to call. In other words, be as sincere as you possibly can. It goes a long way.

By: Ali

Ali — Tue, 29 Jul 2008 17:35:53 +0000

worse is when you can’t figure it out at all.
happens to me last Sunday, I got house call that they couldn’t install fresh Xp on almost 2 years old brand name cpu.
after spending more than 7 hours and practically trying every possible solution and scenario, still looking at PC and wondering even after almost 10 years dealing whit this little stupid machine, it can make you look like dump!!

By: Jm Boyd

Jm Boyd — Tue, 29 Jul 2008 17:18:40 +0000

Better advice…Slow down, take your time, and triple check EVERYTHING before you make diagnosis.

Misdiagnosis because you failed to properly connect a cable is kind of a rookie mistake…..and had someone else not check behind you, it could have been a costly one for your client.

By: Richard

Richard — Tue, 29 Jul 2008 16:29:31 +0000

Misdiagnosing happens. Most people understand that computers combined with networks are some of the most complex systems devised by homo sapiens and that support technicians will not be right 100% of the time. If this stuff were easy the clients wouldn’t call us!

I often compare what we do with the job of a veterinarian. We handle multiple species of technology—computers, A/V devices, networking devices, cables of all sorts, multiple operating systems, myriad software applications, and assorted other things. Our need for knowledge makes other professionals’ jobs seem simple by comparison. It is amazing that we get as much right was we do.

I recently had a client call that they couldn’t get a CD out of the transport. I immediately started trying to diagnose the malfunction. It did not occur to me that he had not turned the computer on.