Customer has issues after work done - I don't want to do it! (With a reason)

[ClickRight]

Customer has issues after work done - I don't want to fix it! (With a reason)

OK, so I did a job for a customer where her computer was trying to reinstall MS Photo Gallery on every startup. This happened after the customer ran some "clean up" program she found on her computer, not even the standard MS Disk Cleanup.

On-site, it was discovered that her hard drive was failing, and her computer was UNBEARABLY slow. I noted that she needed a new hard drive and made a backup of her documents & pics. She did not want a new drive (no $) I then proceeded with the repair.

I even took her files back to my office and burnt her a backup copy on a DVD and delivered it to her home.

Today, I get an email:

I don't know what you did but I can't get my pictures on my computer. It transfers from the camera okay but it tells me I have to open some kind of file or something so can you come and fix it please. Maybe its because you took out photo gallery?

Now, I don't want anything to do with this computer. There is too great a chance for the hard drive to fail, and honestly, the computer is just too slow to even touch for my liking. Also, this is not the original issue, and technically, should not be covered under warranty (though I would usually cover it on a normal computer)



I'm thinking with responding with something along the lines of:

If you do recall, I had to remove Photo Gallery to resolve the errors at startup. I honestly don't think I can help you with your computer issues any further, as your computer is in a critical state and needs a new hard drive (why do you think I was adamant about burning your files to a DVD?) The way I work, it's either fixed properly or not fixed at all. Unfortunately, I do not believe that I can fix the issue properly without fixing the underlying problem.

I don't think this is stepping over the lines, do you agree?

 

[soho-integration]

Sounds like her problems aren't pc speed or her drive crashing. Sounds like she doesn't have a program to open her pictures with or manage them.

Install Picasa and call it a day. Then when her drive crashes, or her pc is unbearably slow, then you can suggest some upgrades.

 

[Methical]

At least you warned her the condition that her HDD was in.
Did you manage to run a quick chckdsk while you had it?
And I'm sure your saving your own ass by gettin' her to sign a waiver before you even touch her machine?

 

[ClickRight]

At least you warned her the condition that her HDD was in.
Did you manage to run a quick chckdsk while you had it?
And I'm sure your saving your own ass by gettin' her to sign a waiver before you even touch her machine?

I don't run chkdsk on bad drives. Yes, I had her sign our typical waiver which states we are not responsible for data loss.

 

[ClickRight]

Sounds like her problems aren't pc speed or her drive crashing. Sounds like she doesn't have a program to open her pictures with or manage them.

Install Picasa and call it a day. Then when her drive crashes, or her pc is unbearably slow, then you can suggest some upgrades.

I wish. This is what she just sent me in another email

I can go as far as transfer and print images where I can see small pictures only and when I go to "My Pictures" nothing is there. Here is what my PC says when I try.

Please wait while windows configures Creative Projects - Gathering required information

The feature you are trying to use is on a network resource that is unavailable.

 

[anonymous Mac Tech]

I noted that she needed a new hard drive and made a backup of her documents & pics. She did not want a new drive (no $) I then proceeded with the repair.

Also, this is not the original issue, and technically, should not be covered under warranty (though I would usually cover it on a normal computer)

You provided a diagnosis, she declined the repair, case should've been closed. Except for if she wanted to pay for a back-up and what she already payed/owed for the diag. What was there to repair if she didn't want the new HD? All other issues including removing photo gallery should've been left unaddressed.

What do you mean when you say:

She did not want a new drive (no $) I then proceeded with the repair.

If you are saying you gave her an "cheap alternative fix" to "get her by" for a while, you pretty much were asking for trouble. If the repair isn't going to be a complete repair, why bother? Those kinds of business decisions are asking for grief from non-understanding/non-technical clients because they can't distinguish the difference between the work performed and what the computer still needs to be repaired properly, and this is understandable because the lines do pretty much blur beyond that in trying to figure out if their issue is related to work performed or bad HD. Unless I'm completely wrong in my assumption, by just making a simple alteration to her photo gallery, you may have just doomed yourself to a barrage of free email/phone support and future time wasted trying to explain to this customer that she still has not corrected the underlying problem.

 

[ClickRight]

You provided a diagnosis, she declined the repair, case should've been closed. Except for if she wanted to pay for a back-up and what she already payed/owed for the diag. What was there to repair if she didn't want the new HD? All other issues including removing photo gallery should've been left unaddressed.

What do you mean when you say:

If you are saying you gave her an "cheap alternative fix" to "get her by" for a while, you pretty much were asking for trouble. If the repair isn't going to be a complete repair, why bother? Those kinds of business decisions are asking for grief from non-understanding/non-technical clients because they can't distinguish the difference between the work performed and what the computer still needs to be repaired properly, and this is understandable because the lines do pretty much blur beyond that in trying to figure out if their issue is related to work performed or bad HD. Unless I'm completely wrong in my assumption, by just making a simple alteration to her photo gallery, you may have just doomed yourself to a barrage of free email/phone support and future time wasted trying to explain to this customer that she still has not corrected the underlying problem.

I totally understand what you're saying. I should have clarified my first post, I'll do to briefly now.

- This is a previous customer, been there 1x a long time ago. Older lady. I first noticed the HDD problem (bad sectors.) at this time, but I was called in for an unrelated issue. I had warned her of the dangers of the bad HDD, and showed her how to backup at this point. (Again, she didn't have the $)

- I was called in this time to resolve the Photo Gallery issue. At this point I had totally forgotten about the HDD. Went onsite, discussed the Photo Gallery problem, and got to work. I immediately noticed the slowness remembered the bad HDD from last time. Checked the SMART values, and then had another conversation with the customer about the issue. She was fully aware of the dangers and asked me to go ahead with the Photo Gallery repair as she didn't have the $.


I don't know, maybe I was just being too nice with her, she was a nice, older lady, what am I supposed to do? The PhotoGallery wasn't related to the HDD and if she was aware of the dangers, then I didn't see too much harm in it. In retrospect, I should have told her that I would fix it, but can't give any warranty due to the HDD issue.

 

[Jory]

You provided a diagnosis, she declined the repair, case should've been closed.

^THIS!

She sounds like a hyper-cheap customer that you could do without. Of course I don't know all of the details, but it's probably best just to point out she declined the proper repair so you're unable to help her. If her HDD is really failing it's best to get rid of her before it's too late. She's still trying to put pictures on her computer, and the way it sounds I highly doubt she's smart enough to back up all the new pics. If you don't drop her now you'll be getting blamed later on when the drive finally has a catastrophic failure.

 

[anonymous Mac Tech]

I don't know, maybe I was just being too nice with her, she was a nice, older lady, what am I supposed to do? The PhotoGallery wasn't related to the HDD and if she was aware of the dangers, then I didn't see too much harm in it. In retrospect, I should have told her that I would fix it, but can't give any warranty due to the HDD issue.

I know where you're coming from. I suffer from the "nice disease" myself and I am learning to think ahead a little more to avoid those situations. Being nice is one thing when there isn't a possibility it is going to come back and bite you. As much as you feel sorry for them fixing little things here and there while avoiding the big picture is letting them throw good money after bad, and putting yourself in a pickle.

 

[ClickRight]

^THIS!

She sounds like a hyper-cheap customer that you could do without. Of course I don't know all of the details, but it's probably best just to point out she declined the proper repair so you're unable to help her. If her HDD is really failing it's best to get rid of her before it's too late. She's still trying to put pictures on her computer, and the way it sounds I highly doubt she's smart enough to back up all the new pics. If you don't drop her now you'll be getting blamed later on when the drive finally has a catastrophic failure.

Thanks, that's exactly what I was thinking (hence my planned reply in my first post.) I think I'll just let her know that I can't help her until she gets a new comp or hers fixed.

 

[bagellad]

Boy this is a tough one...

I think it is the customers choice if they replace the hard drive or not, admitly it is a looming problem in the horizon. I would have them sign something saying that while you might be able to fix the problem temporary, the computer is doomed and she accepts it as such just to protect yourself.

That being said.. if she just can't see her pictures or something.. it sounds more like a usage/training problem.

 

[pcmac]

let that be a lesson learned:

let that be a lesson learned:

we all need to listen to our BS detector

i have been Mr nice guy,and then kicked in the backside for it

if they are cheap,and ungrateful and want to argue about your work, drop em before it gets nasty

 

[MrMille]

they can't distinguish the difference between the work performed and what the computer still needs to be repaired properly, and this is understandable because the lines do pretty much blur beyond that in trying to figure out if their issue is related to work performed or bad HD. Unless I'm completely wrong in my assumption, by just making a simple alteration to her photo gallery, you may have just doomed yourself to a barrage of free email/phone support and future time wasted trying to explain to this customer that she still has not corrected the underlying problem.

+1 +1 +1
msg too short

 

[abe]

can someone explain what is this guy on about rubber bracelets, never heard of them.

 

[MrUnknown]

I am guessing Silicone Bracelets. Do a search on Google Images. They generally show your support of a cause. I have a guy at work whose wife has breast cancer, so he wears a pink one all the time.

Either way, it was just random spam babble, so it doesn't really make much sense what he was talking about.