Abusive Customers

CompTech

CompTech

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How does one in the computer repair business protect themselves against abusive customers. I repair a computer, show them it is working 100%, they take it home and within 2-3 weeks they or a family member damage or abuse the computer and expect me to repair it again for free. They will never own up to going in and obviously fiddling with areas of the computer or their young children turning off laptops incorrectly or having others misuing their sets. They expect me to take full responsibility for things that are out of my control. Just because it was here for a repair, they believe it is impervious to damage. They insist that I repair the new damage, insisting that no one touched or created the problem, which is clearly not true. It leads to arguments and threats because they will deny deny deny that anything ever happened, even when their spouse slips and admits the children have improperly used the sets or damaged them. Any feedback would be greatly appreciated. This is becoming a real drag. How do you speak to someone who is screaming, threatening and demanding their money back when it's their own fault? Why are we always the "bad guys?" There has to be a way one can avoid this and protect themselves. Would appreciate any and all ideas!!!
 
CompTech said:
How does one in the computer repair business protect themselves against abusive customers. I repair a computer, show them it is working 100%, they take it home and within 2-3 weeks they or a family member damage or abuse the computer and expect me to repair it again for free. They will never own up to going in and obviously fiddling with areas of the computer or their young children turning off laptops incorrectly or having others misuing their sets. They expect me to take full responsibility for things that are out of my control. Just because it was here for a repair, they believe it is impervious to damage. They insist that I repair the new damage, insisting that no one touched or created the problem, which is clearly not true. It leads to arguments and threats because they will deny deny deny that anything ever happened, even when their spouse slips and admits the children have improperly used the sets or damaged them. Any feedback would be greatly appreciated. This is becoming a real drag. How do you speak to someone who is screaming, threatening and demanding their money back when it's their own fault? Why are we always the "bad guys?" There has to be a way one can avoid this and protect themselves. Would appreciate any and all ideas!!!
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I've had issues with reoccurrences of viruses, things like that. I usually give a 1 month guarantee. But if you mean physical damage that's another story. I don't know about other people, and I certainly have not done this yet.. but a colleague of mine has every customer sign a waiver at the end of each job which states 1) The hours spent working on the computer (if it's a company that needs to be billed) and 2) That the computer issue has been resolved to their satisfaction. I imagine this would protect you from issues like this.

In any case, I would never yell at a customer nor take the abuse. I would try to find a common ground where I would not lose much and certainly on my terms not on theirs... like re-fixing the issue at my leisure, that type of thing.

What do you mean by the term, "misusing their 'sets'?" Do you mean laptops?

Majestic
 
I'm getting ready to start my PC repair business and have written a "Terms and Conditions Agreement" for the customer to sign. Then if they say anything, I'll just read the agreement that they signed back too them. It's good to keep yourself covered. Your always going to have people like that.
 
At the bottom of your invoice put a statement that would say something like payment of the invoice shall indicate the customer is satisfied with the services being paid for and they agree that there are no deficiencies unless otherwise noted.

If customers are going to be abusive, those are customers I don't want. At that point, if they want me to come fix the computer they fucked up they can sue me.
 
If customers are going to be abusive, those are customers I don't want. At that point, if they want me to come fix the computer they fucked up they can sue me.
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hear hear,my time is too important to me to deal with these arseholes so we have a disclaimer at the bottom of every invoice which states that it was ok when they picked it up and they were happy with it.
 
Dealing with Anger is like training a dog -- only one thought at a time is allowed. The first thing you need to do is change the envrionment and get them out of their anger mode so the will listen. Listen to the complaint or disagreement, that in itself is usually helpfull, it makes them feel that you listening to them. I know my biggest problem is to argue back, don't. Don't get pulled into it, let them get it out of their system, and listen to each of the things they are talking about. Once you get them talking, and you discuss each of the points, then you can work it out from there.

Now that was for the customer who HONESTLY believes that they have been screwed. Now for the person who will try to screw you, they aren't going to listen to reason, because reason is their enemy. For them, there is only one recourse, you tell them that you have completed the repairs correctly, and the problems they are experiencing now are not due to anything you have done. Stick to your guns, bullies usually can't fight against somone if they stick to their guns. Be a rock, eventually they will either storm out in the hopes that you will come rushing back to save the vendor/client relationship or they will concede defeat, I would take payment in advance from that point on. If they do make a big scence, call the cops because frankly there is something wrong with them.
 
MHCG said:
At the bottom of your invoice put a statement that would say something like payment of the invoice shall indicate the customer is satisfied with the services being paid for and they agree that there are no deficiencies unless otherwise noted.

If customers are going to be abusive, those are customers I don't want. At that point, if they want me to come fix the computer they fucked up they can sue me.
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yeah i had one like this the other day.


He was claiming that his DVD Burner didnt play movies anymore after I Cleaned out his comp. I didnt even touch his DVD DRive.

He was trying to play a Pirated movie and his DVD Burner didnt play Dvd-R movies only DVD+R's.

When i charged him $15 for just driving to his house, he tried to throwat me the "What about the warranty you told me about."

NOte. This guy had already yelled at me and abused me for a while.

I just calmly said "My warranty is on the Computers and My Labor not on the user not knowing what theyre doing."

I collected and left.

Frankly, if he never calls me back i dont care.
 
AdvancedComputerGroupInc said:
Don't take any abuse from anyone. I still to this day wonder how people can treat us the way they do, and than expect the world on a silver platter. As everyone has said, use a terms and conditions clause, this will save your butt in court, if it ever goes that far.


There are certain times where it may just be easier to give back these people their money, to avoid the stress, and potential legal problems. Like if it was a quick $65.00 repair, I will give them money back, Just make sure they sign a waiver that a refund has been given, and they agree to no longer pursue this matter. Also, make sure you tell them that in order for you to issue a refund, you will have to do UN-do everything you did. If they ask why, tell them, well you want your money back, so I want my skill and time back as well.


At the end of the day, we are all talented individuals who deserve to be treated like professionals, not low-life losers. If you feel strongly enough about your being right, than that's really all that matters. People will try and chew you down, and spit you up for a few dollars, and frankly, I can't be bothered with people like that in my daily life, so if it costs me a refund to get rid of them, and never have to see or hear from them ever again, so be it -- the best investment made. This job is stressful enough, and running your own business, well that makes it much more stressful, so who needs the added stress of some person verbally beating you up?

Just my $0.02
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Yup yup pretty much what i was meaning to say but better..lol
 
Thank You

I just want to thank everyone for your helpful replies. It can be very disheartening when you are a perfectionist like me and then treated poorly by a customer who absolutely knows the truth but tries to shake off responsibility. This isn't merely a business to me. This is the work I love to do and take great pride in doing so. Believe me, I spend more than the required amount of time on each computer, which is why I don't charge by the hour. It would be too costly for the customer. I feel it's my responsibility to do the best job possible because this is a reflection of me. I guess this is why I have reacted in such a strong way. I never raise my voice to a customer or engage in these one-sided arguments but I'll tell you, it does try my patience when I know I have done everything necessary to fix a set and it leaves here working well.

What I meant by "misuse" by the customer was when they go into the CMOS and fool around with it or try to install new hardware improperly or insist that there isn't any other way of shutting down a computer other than flipping off the switch (corrupting the operating system). Some even allow very small kids to have unsupervised use of computers, jamming pennies inside the slots and then claiming there was not an "adequate period of time" for the computer to be working properly under 30 day parts and labor guarantee...acting like the computer miraculously broke down. Never knew guarantees included abuse of the set!

Anyway, thanks again for listening to my rant and for all the good advice. I intend to use it all. Great forum and I'll be sticking around.
 
I totally agree with everything previously stated....

BUT, I want to throw this out there as well. Don't get into the habit of always assuming you're right and fighting it out every time. You really do need to take the time to listen to the customers complaints first and make a level headed decision on if they have a legit concern, or if they're just being malicious. I've been in sales all my life, and I only say this as a warning because I've seen a lot of guys fall into a rut where they seem to have problems every day, and it wears on them. Some of the problems were justified and needed fixed, some needed to be worked out with the customer and the customer needed to understand we have no responsibility. But after so many problems at close intervals, some guys just go completely defensive and won't even listen to their customers.

We have to stand our ground as others have said when we're in the right, but don't become closed minded and think that there's "no" way you missed something or there's "no" way it could be your fault in any way.

If it's the pirated DVD like another tech mentioned earlier, it's a no brainer that we had nothing to do with it. If it's the same virus that we cleaned off 2 weeks ago... Well they could have went back to the sites that are famous for distributing these viruses.. BUT it could be we missed a part of the virus when we were there and it's surfaced again. Always try to be reasonable and respectful, but if it doesn't make sense and you can tell the customer is just being an asshat, make sure you can hold your position as well.
 
MLCS said:
I totally agree with everything previously stated....

BUT, I want to throw this out there as well. Don't get into the habit of always assuming you're right and fighting it out every time. You really do need to take the time to listen to the customers complaints first and make a level headed decision on if they have a legit concern, or if they're just being malicious. I've been in sales all my life, and I only say this as a warning because I've seen a lot of guys fall into a rut where they seem to have problems every day, and it wears on them. Some of the problems were justified and needed fixed, some needed to be worked out with the customer and the customer needed to understand we have no responsibility. But after so many problems at close intervals, some guys just go completely defensive and won't even listen to their customers.

We have to stand our ground as others have said when we're in the right, but don't become closed minded and think that there's "no" way you missed something or there's "no" way it could be your fault in any way.

If it's the pirated DVD like another tech mentioned earlier, it's a no brainer that we had nothing to do with it. If it's the same virus that we cleaned off 2 weeks ago... Well they could have went back to the sites that are famous for distributing these viruses.. BUT it could be we missed a part of the virus when we were there and it's surfaced again. Always try to be reasonable and respectful, but if it doesn't make sense and you can tell the customer is just being an asshat, make sure you can hold your position as well.
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Well said...
when he called me mad saying his computer wouldnt play DVDS yelling and all kinds of nonsense after i had fixed it i listened... drove down there..looked at it...explained to him the problem and left.

As long as i know i did the right thing and not ripped anyone off, im good.
 
MLCS said:
I totally agree with everything previously stated....

BUT, I want to throw this out there as well. Don't get into the habit of always assuming you're right and fighting it out every time. You really do need to take the time to listen to the customers complaints first and make a level headed decision on if they have a legit concern, or if they're just being malicious. I've been in sales all my life, and I only say this as a warning because I've seen a lot of guys fall into a rut where they seem to have problems every day, and it wears on them. Some of the problems were justified and needed fixed, some needed to be worked out with the customer and the customer needed to understand we have no responsibility. But after so many problems at close intervals, some guys just go completely defensive and won't even listen to their customers.

We have to stand our ground as others have said when we're in the right, but don't become closed minded and think that there's "no" way you missed something or there's "no" way it could be your fault in any way.

If it's the pirated DVD like another tech mentioned earlier, it's a no brainer that we had nothing to do with it. If it's the same virus that we cleaned off 2 weeks ago... Well they could have went back to the sites that are famous for distributing these viruses.. BUT it could be we missed a part of the virus when we were there and it's surfaced again. Always try to be reasonable and respectful, but if it doesn't make sense and you can tell the customer is just being an asshat, make sure you can hold your position as well.
Click to expand...

Totally agree with you. I will and always have gone the extra mile, even when I believe I "could" be right but the customer is pushing the point. I have held my tongue and been the "nice" guy in order to keep the peace, preserve my reputation and allow the customer satisfaction. Since we cannot go home with the computer, we have to assume that mishaps do occur or unaccountable problems. I was just talking about the obviously abusive clients who try to pull a fast one.

Thanks for your feedback. I appreciate it very much!
 
In the case of the DVD thing I would have asked what he was trying to play on the phone, and aslo got him to check to see if another CD works. It avoids the hassle. Also providing I don't have to travel far I generaly don't charge if its quick 5 minute come back as its just easier, usualy the customee will give me £10 for my trouble anyway.

The big big part of this business is not fixing computers but avoiding customer conflict, even if you know you are in right never argur with a customer. That said I have put the phone down on a customer twice and they have both phoned me back an hour later begging me and the will pay me etc.
 
I don't get many loudmouths, but I do find the worksheet covers most arguments.

All work is recorded on the jobsheet, and signed for by the customer (and me). If there is a later query (like the DVD) I simply refer to the sheet and point out that this was not part of the job and offer to look at the problem as another job, if the customer likes.

This is incidentally why I avoid general diagnostics and overhauls as talked about in other threads here, unless specifically requested by the customer.

If you just address the question asked by the customer and record this, you can't easily be accused if fiddling elsewhere.
 
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