Welcome to the world of computer/electronic repair. No two repairs are the same and no two will end the same and not every devices is worthy of repair. All I can say is...., be flexible, check and double check each devise for other problems as there is always another problem besides the obvious. Provide a clear service order or invoice of what is to be repaired and the "Estimated Cost" and have them sign the work order. Basically cover all your bases before they leave but know that they won't remember but about half of what you said. Once the repair is complete, either show them the computer is working, or explain what you have done to fix it and give them the old parts. I find that giving the old parts in the new boxes is very effective in demonstrating that we did this repair. And yes, things are going to break after a repair and customers are going to assume that because you were the last one to fix it you must be have done something wrong. The first thing is don't get defensive, simply have them bring it back in so you can check it. Lets face it, we are only human and you could have missed something. If it's not related to the repair....then let them know that you'll do a diagnostic for them to determine what is wrong and let them know if there will be charged for it. Believe me, your going to get hit with all kinds of issues and having things well documented will save you time, dollars and your reputation.
Another issue I've run into is Warranty's. I don't offer any warranty other than the warranty on the parts and I make it clear to them that my labor to replace an item is not covered under this warranty. To avoid warranty problems make sure you purchase parts from someone who will honor the warranty and will replace the parts for you. If you are buying parts on Amazon or Ebay, please know that the most manufacture will not honor the warranty's of products sold on these venues. Yes.., this warranty thing gets tricky and you may have to charge a bit more to help off set a potential problem later on.
Keep in mind that some customers are con-artist, some are just ignorant but most are good people trying to resolve a problem. In the beginning we absorbed the cost of a lot of return repairs and not because we didn't do a good job but because **** happens and it's sometime easier to say oh gosh, so sorry, we'll take care of it. Taking care of things that wasn't our fault has actually worked out in our favor as happy customers are always willing to endorse you to their friends which bring in more customers.
Hope this was helpful. It sounds like your on the right tract...just hitting some of the learning curves we all have been faced with.
