Dirty Dell Desktop

[Hercomputers]

I received a call from a customer who wanted me remove virus and malware that he was complaining that was on his Dell Inspirion 530S desktop. He also mentioned about hearing a noise from his fan area but he wasn't sure. We made arrangements for him to drop his desktop off at my place yesterday, afternoon. Him and wife arrived just as I was getting home and I noticed that when they were parking, she was smoking a cigarette and she was waving the smoke away and I'm like 'h-m-m-m'.

Later in the evening, I decided to get started on this desktop. I wanted to check out the fan issue first so I opened the case of the desktop and the fan, power supply, motherboard, expansion cards, etc. was filled with 'brown soot' - and all I could smell was nicotine and it was really, really bad.

I called the customer and instead of accusing him or his wife, I politely asked if there were any smokers in the house and he said his wife is the smoker and she smokes two packs of cigarettes a day. I told him that I didn't mean to be disrepectful or to embarrass him or his wife but their desktop is filled with dust, soot, etc. and he actually took it quite well. I assured them that they have a good desktop but it really needs some TLC and I would have to charge them extra to clean it out. I didn't give him a price yet but I wanted to check with you folks to see what would be a reasonable price. I'm already charging him $40 (flat fee job, no hourly rate) to clean out the virus, if there is indeed one, but cleaning out this desktop is something I want to do before I look at the software issues.

My question for you TNibblers, how do you handle this? Anyone else have customers with computers that are filthy?

 

[kagman]

Nothing wrong with charging a few extra dollars for doing a cleanup on that dirty system. When I used to work for Compusa we charged like $25 extra and called it a "Power Clean"... lol...

 

[vdub12]

Well without knowing the prices in your aria its up to interpretation but $40 first seams way to cheap for a virus removal. However, without knowing other prices in your area its hard to say.

Personalty I charge a minimum of a hour depending on how bad the virus is. My hourly rate is $65. If there are multiple infections it could cost more. For residential customers I try to keep a 2 hour flat fee but that depends. For cleaning I blow out and clean every computer that comes in to the shop. I include it in my service. However, if a system was really bad it may raise the total price of the job. For instance if the virus is one that I could charge an hour for the customer might get dinged for 2 hours if I have to clean a really bad system. Keep in mind also that I try and be fair to all my customers. I will often put 3 or 4 hours of work in to a machine and only charge for 2 hours.

So like I said its all about interpretation. If you normally charge $40 a hour then add another hour to the job. However, if you work for a flat fee structure then create a 2 part cleaning fee for computers that are not so bad and computers that are really bad. You can also do like what I do and clean the computer as part of your service unless its really bad then add an extra charge.

 

[Hercomputers]

Good points Vdub, thanks. Unfortunately, where I live in Central, NJ there are a LOT of computer repair folks advertising and posting and to clean a virus from a computer can be in the range of actually $25-75 and that's both a flat fee and by the hour sooooooo......I want to stay in that range at least and charge the customer a reasonable price so that he/she would want to use me again and tell others about me. I had one customer that would call around until he found the cheapest price-

I do like your 2 part cleaning and having it as part of the service - but with this desktop, it's definitely going to be extra - it's that bad.

Kagman: LOL - I'm waiting to hear back from someone in South Jersey about a tenative meet up. I'll let you know when and maybe we all can decide on a central place and.....meet up- I think it would be nice to meet in person and see the face behind these screennames....lol

You're in NY right? Where? Brooklyn, Manhattan?

 

[kagman]

Did someone say meetup?? Queens NY here.. But a meetup would be great. Keep me posted

Personaly I would keep the cleanup as a second charge. But in your case the dust was causing the problems. lol...

 

[vdub12]

I would totaly charge more there would be nothing wrong with that.

Also think about it this way, cleaning a computer that dirty can be a biohazard problem for you so an extra charge is not unreasonable.

Remember also, I'm sure you know this, where a face mask and clean it outside or in a very well ventilated area. Computers that are not bad I will blow off on the bench but really bad ones like you are talking about I do outside and with one of those cheap 3M face masks. You don't want to wind up with lung cancer 10 years from now because of all the toxins you have inhaled from dirty PC's. I started using a face mask a while back after I blew out a really dirty PC and inhaled a mouthful of dust. I was short of breath for a few hours after that.

 

[anonymous Mac Tech]

I told him that I didn't mean to be disrepectful or to embarrass him or his wife but their desktop is filled with dust, soot, etc. and he actually took it quite well.

My question for you TNibblers, how do you handle this? Anyone else have customers with computers that are filthy?

I get plenty of smokers machines. I don't have a problem telling them their machine is filthy from tar/nicotine. They are usually well aware of their habit and never take offense. I was actually reading in some cases Apple was voiding warranties and not performing repairs on machines because they didn't want to subject their techs to a carcinagine, but I could are less really unless I'm dealing with urine/vomit (don't laugh, seen one or two of those). The newer glass front Aluminum iMacs will actually fog up the glass from the inside in a smokers house which can be a PIA to get perfectly clean without showing any streaks. But it depends on the amount of filth in the machine and how far the machine has to be taken apart for a thorough cleaning. Commonly I charge $40 for a cleaning which I use a small air compressor for every cleaning job. If its really filthy it goes up to $80. Laptops are $80 unless I ave to take it apart anyway to replace something, then in that case it drops to $40.

 

[Hercomputers]

Remember also, I'm sure you know this, where a face mask and clean it outside or in a very well ventilated area. Computers that are not bad I will blow off on the bench but really bad ones like you are talking about I do outside and with one of those cheap 3M face masks. You don't want to wind up with lung cancer 10 years from now because of all the toxins you have inhaled from dirty PC's. I started using a face mask a while back after I blew out a really dirty PC and inhaled a mouthful of dust. I was short of breath for a few hours after that.[/QUOTE]

Very, very good point, forgot about the face mask! Thanks again, V!

Kagman: I can't really say it was dust, it was more like thick, brown, nicotine-smelling soot- and yes I think it was the definitely the cause of fan issue. I picked up three bottles of canned air from Office Depot, removed just about everything from the motherboard, sprayed out everything. It took a good 20 minutes to get everything cleaned out and I'm about to reseat everything. I called and spoke to the customer again to give him an update. He was apologetic but he said that was appreciative that I let him know. I feel better about having to tell him, I knew my 'gentle firmness' made the difference..lol...would you believe I had to use two bottles of canned air...lol

 

[vdub12]

I have an 80 Gallon shop air compressor at home, I'm a bit of a car nut in my spare time so it works well for blowing PC's out. For on site work I got a 5 gallon portable air tank. It works great and allows me to blow out PC's on site. I don't like those air in a can products, I don't think they work very well.

My portable air tank cost me $40 with the blow gun attachment. It was worth the money. The problem is refiling it if you don't have an air compressor. You might have to stop by service stations all the time. There lies another problem because those portable air tanks hold 120+ PSI and most service station compressors don't go that high. You might have to ask a guy in the shop to fill it for you and since a 5 gallon tank is only good for blowing out one PC you might have to fill it all the time. However, if you have a shop compressor you will be in great shape. If not I would recommend getting an 11 gallon tank so you don't have to fill it as much.

 

[hardtoremember]

there are a LOT of computer repair folks advertising and posting and to clean a virus from a computer can be in the range of actually $25-75 and that's both a flat fee and by the hour sooooooo......I want to stay in that range at least and charge the customer a reasonable price so that he/she would want to use me again and tell others about me. I had one customer that would call around until he found the cheapest price-

I am sorry to hijack a little here but I have to say that worrying about any pc repair that is under $50 an hour or flat is going to hurt you. They are not your competition. Charge what you are worth and not the lower range.
You do not want a customer who is looking for the cheapest. You want the customers who want the best.
For example, when I see such and such business is "the lowest in town!" Or just some stupendously cheap price I keep on moving. I just can't help but think that they either aren't that good at what they do or there is some other catch to it.
I would definitely charge extra for the cleaning. There is nothing wrong with tacking on $25 for something that is most likely going to take you an hour. That icky cigarette stuff is not easy to clean and it is gross!

 

[vdub12]

I am sorry to hijack a little here but I have to say that worrying about any pc repair that is under $50 an hour or flat is going to hurt you. They are not your competition. Charge what you are worth and not the lower range.
You do not want a customer who is looking for the cheapest. You want the customers who want the best.
For example, when I see such and such business is "the lowest in town!" Or just some stupendously cheap price I keep on moving. I just can't help but think that they either aren't that good at what they do or there is some other catch to it.
I would definitely charge extra for the cleaning. There is nothing wrong with tacking on $25 for something that is most likely going to take you an hour. That icky cigarette stuff is not easy to clean and it is gross!

I second that.

Another problem with techs with really low prices it if to many do it it drives the prices down across the board and makes other tech have to lower there prices to. I know right now I charge $65 an hour and I am considering going to $75 because its hard to live on $65. If I had to lower my prices anymore I would not be able to make it.

 

[Hercomputers]

Wow, thanks Guys! You're giving me some things to think about. Every job I do (even my full-time IT job) I give my all, quality has always been important to me. I guess my thinking is, if someone doesn't have a lot of money to spend to get their computer fixed, then I could cut them a break but I hear you all loud and clear. I shouldn't have to 'short-change' myself.

HTR: I like your 'charge what you're worth and not the lower range' I know I'm worth more than $40 per job....and uh, no comments on that, ok?.....lol

Thanks again for all your input - very, very, very much appreciated!

----

R.

 

[hardtoremember]

HTR: I like your 'charge what you're worth and not the lower range' I know I'm worth more than $40 per job....and uh, no comments on that, ok?.....lol

Thanks again for all your input - very, very, very much appreciated!

----

R.

HA HA! HTR? I like it!

 

[kagman]

Took me awhile figure to out HTR. lol HardToRemember.. lol Nice indeed.

skaterizme: Nothing wrong with giving people a break on the price if they cant afford it. It's hard times for everyone, and it does show that you are an understanding, caring person. If anyone that I know refers others to me I tend to give them a discount on my price.

Lisa from callthatgirl has a special deal for people that are unemployed. Think she charges a flat fee for anyone that is unemployed.

 

[vdub12]

Took me awhile figure to out HTR. lol HardToRemember.. lol Nice indeed.

skaterizme: Nothing wrong with giving people a break on the price if they cant afford it. It's hard times for everyone, and it does show that you are an understanding, caring person. If anyone that I know refers others to me I tend to give them a discount on my price.

Lisa from callthatgirl has a special deal for people that are unemployed. Think she charges a flat fee for anyone that is unemployed.

Remember there is a difference between people that are on hard times and people that are just cheap. The cheap ones turnout taking the most time because they require more from you and are not willing to pay for it. However, the ones that are on hard times appreciate you and are thankful for you helping them out. Those people turn out being good customers and normally convert more clients for you. the cheap ones don't do much for you because they always complain that you charge to much and always expect a break or discount to come along with priority service. They also don't often give good references.

 

[Hercomputers]

Vdub: That's what I was saying before in my last post. So far, the folks that I have been dealing with, this last desktop customer included, are decent folk, yes they're heavy smokers and they can't afford to spend a lot but they told me that they'd refer me to their friends and family members and that's what it's about. I only had one customer who wanted to be friends and hang out with me (because she was a female too) and although she's out of work, she is collecting unemployment, she has some $ coming in, BUT she wanted to get out of paying me for replacing bad memory in her laptop - I had to politely, but firmly let her know that this is business for me, no personal favors just because we're both women - yeah, some people can try and get over on you - not happening with me-


And in regards to Hard To Remember's new nickname, I'm pretty good at coming up with alias' and nicknames for folks. Call it part of my female institution-

Jose/Kagman: I'm thinking of one for you next-
Geeky_Jason: H-m-m-m...how about J-Geek or Geek-J?
Vdub: Yours is just vdub, I like it the way it is

Have a good one Guys, I'm about the watch the NY Knicks' last game.....yes, I like the NY Knicks and although they had a bad year, it wasn't as bad as the year before. I'm hopeful for NEXT year!

 

[hardtoremember]

I like J-Geek... Sounds hardcore! LOL

 

[vdub12]

lol, mines already a nickname for a nickname.

 

[itmgr]

Adding a cleaning material charge

I add a cleaning material charge to most jobs of $2.95, double for bad machines. This charge serves 2 purposes
1. recover the cost of shop towels, canned air, cleaner, face mask, rubber gloves, cost of air compressor and shop vacs.
2. In my state any item you buy wholesale and consume you have to track and pay a use tax on, by selling the supplies as a taxable item it eliminates that step.

No one has complained about the charge.

 

[kagman]

And in regards to Hard To Remember's new nickname, I'm pretty good at coming up with alias' and nicknames for folks. Call it part of my female institution-

Jose/Kagman: I'm thinking of one for you next-
Geeky_Jason: H-m-m-m...how about J-Geek or Geek-J?
Vdub: Yours is just vdub, I like it the way it is

Have a good one Guys, I'm about the watch the NY Knicks' last game.....yes, I like the NY Knicks and although they had a bad year, it wasn't as bad as the year before. I'm hopeful for NEXT year!

You are thinking of little old me how sweet.. And to think i was going to buy you tickets to the Nicks game so that you could work on my computer, but since its business I will just go by myself lol.... (2 months ago I went to my first t Nicks game and I loved it