fixing computer by email

[johnrobert]

What do you do when people ask to fix there computer by email without paying, What do I say without being rube and keeping it professional and polite?
I got just got this email, if she was a googd customer I would have no problem, but I only went to her house once and it took me all my time to get $50


Hi John
Just to update you the other day, it had some weird thing “hijack” after the computer started (some RCMP thing)and wouldn’t allow me to access the desktop, so i did a system restore in safe mode and another virus scan with Microsoft essentials and it detected and cleaned the trojans.
Today, I tried to do another virus scan with Microsoft and it wouldn’t allow me to do it.... an error box pops up which says: “Error during initialization.....if continues please contact administrator with an error code: 80073b01.
I tried to uninstall it, but it won’t allow me to.
When I tried to download another version it says it is already on my computer.
Something funny may be going on.
Do you have any suggestions before another thing happens?
Thanks

 

[NYJimbo]

"I only went to her house once and it took me all my time to get $50"

This is ALL I got from this message. You figure out your next move.

ps - politeness is for people who deserve it.

 

[SAG]

Do you have any suggestions before another thing happens?
Your answer should be:
Take it to a professional. (using whatever words you chose)
And leave it at that.

 

[mr m]

No one calls a mechanic, plumber or electrician for free advice but for some reason our industry seems prone to this.

I'll help a handful of existing clients on the phone if it's a 10 minute fix but I usually tell most people that I have to see it to fix it.

I have an older dude constantly asking me to change his home page back to Yahoo from whatever hijacked it. His kids take care of his checkbook and one day I get a call thanking me for helping her Dad and not gouging him like every other tradesman does. I can't eat kudos (although you can eat Kudos) but there is more to life than money.

 

[Ccomp5950]

Send one instruction at a time and ask them what they see.

Email 1: Turn on the computer, let me know when it's done and tell me what you see.

Email 2: Click the start button, let me know when it's done and tell me what you see.

Email 3: You didn't respond with if you see "My Computer" or "Computer", what version of Windows are you running?

Email 4: Right Click "[My] Computer" and tell me what you see.

Email 5: Left click on "Manage" on the drop down menu that shows up, tell me what you see.

Email 6: Left click on "Event Viewer" and tell me what you see

Email 7: Left click on "Windows Logs" and tell me what you see

Email 8: Left click on "System Log" and tell me what you see

Email 9: Copy and paste the details to me of every item in this list.

(Find that the windows installer service is screwed up as well as Windows up date and a couple of other fun ones to replace).

Email 10-15: Alright, we've determined the problem...mostly. Just a few more diagnostic steps, [Click Start(Email 10) / Click "All Items"(Email 11) / Locate "Windows update" (Email 12) / Left click it (Email 13)/ Click the button that says "Update Now" (Email 14) / Tell me the error message (Email 15)] and tell me what you see.

Would I ever do this? Hell no, but it's funny to me. Should I ever actually decide to do something this silly around email 8 I'd claim I was heading out on vacation and would need to continue this conversation via US Mail since I won't have email where I'm going.

 

[NYJimbo]

No one calls a mechanic, plumber or electrician for free advice but for some reason our industry seems prone to this.

Yeah, it's because everyone, every idiot who has ever installed a hard drive or replaced a tower PSU or manually installed a windows update thinks they are a technician and people who know less than them believe that to be true.

So when someone walks into your shop or calls you they think you are just slightly above the kid down the street who saved their ass one day when they couldn't get a screen saver turned off.

Every time I hear a customer say "I would fix it myself but..." I just want to add a surcharge to their bill.

 

[Galdorf]

I had a customer drop by said he had his computer built by a tech but it won't boot kept asking questions told him i can't diagnose it if i don't see it.
Next day he brings in tower i open it up the back plate was flat and motherboard was mounted right to it no stand off's lol.
I remounted the motherboard properly and it booted and collected my $50.
When it happens on phone a say same thing and don't tell them anything else most times they drop by the store.

 

[Ccomp5950]

...Every time I hear a customer say "I would fix it myself but..." I just want to add a surcharge to their bill.

"Yeah, what is this ...uhm...Dunning-Kruger Surcharge that showed up on my invoice?"

 

[ccritchie]

What do you do when people ask to fix there computer by email without paying, What do I say without being rube and keeping it professional and polite?
I got just got this email, if she was a googd customer I would have no problem, but I only went to her house once and it took me all my time to get $50


Hi John
Just to update you the other day, it had some weird thing “hijack” after the computer started (some RCMP thing)and wouldn’t allow me to access the desktop, so i did a system restore in safe mode and another virus scan with Microsoft essentials and it detected and cleaned the trojans.
Today, I tried to do another virus scan with Microsoft and it wouldn’t allow me to do it.... an error box pops up which says: “Error during initialization.....if continues please contact administrator with an error code: 80073b01.
I tried to uninstall it, but it won’t allow me to.
When I tried to download another version it says it is already on my computer.
Something funny may be going on.
Do you have any suggestions before another thing happens?
Thanks

My client base is comparatively small and most of my customer support is onsite, so my response will likely be different from some on TN who have a shop and/or a larger number of clients to service. That being said, my email response would look something like this:

From what you are describing, it appears your computer is infected with malware. Many times infections can be difficult for the average home computer user to completely remove, and sometimes the malicious software damages Windows system files and/or the security software. I would recommend that you allow me to pick your computer up and perform a complete removal and repair. We can do this for [x flat rate]. Please give me a call is you have any further questions or would like to set up an appointment.

[end of email reply]

My goals in this are to:
1. educate the customer.
2. Help them to feel that I am supporting them.
3. Leave the decision in her hands for the next step.

I didn't get that she was asking you to supply a fix via email. Rather, she was contacting a professional to help her understand whether or not she can fix this herself & what her options might be (the most important of which is to hire a professional to resolve the issue.)

I don't mind the occasional email or phone call from a previous customer, but unless these types of emails were coming at regular intervals and were not yielding paying appointments, I would probably reply similar to the above.

 

[Xander]

Good customer or not, if they're describing an infection, there's no way I'm going to walk them through that via email.

I'll field dead simple questions from just about anybody. "How do I change my home page?" and that sort of stuff. If I can answer in 30 seconds or provide a link to a full walkthrough. No problem.

Beyond that, if I don't know them from Adam? They're probably getting, "I'd need to see the machine to diagnose it properly. For liability reasons, I can't recommend actions sight unseen."

 

[altrenda]

Simple answer, refer her to another shop, maybe one you don't like.

People who want things for free or don't pay are not customers.

 

[mikeroq]

Yeah, it's because everyone, every idiot who has ever installed a hard drive or replaced a tower PSU or manually installed a windows update thinks they are a technician and people who know less than them believe that to be true.

Wait......so I'm not a computer technician? lol

It's crazy how many people call for free advice!

 

[johnrobert]

I like ccritchie suggestion best and thats the one I used.


From what you are describing, it appears your computer is infected with malware. Many times infections can be difficult for the average home computer user to completely remove, and sometimes the malicious software damages Windows system files and/or the security software. I would recommend that you allow me to perform a complete removal and repair. Please give me a call is you have any further questions or would like to set up an appointment.
This lady is a realtor I should ask her how I can sell my house myself

 

[red12049]

No one calls a mechanic, plumber or electrician for free advice but for some reason our industry seems prone to this.

I'll help a handful of existing clients on the phone if it's a 10 minute fix but I usually tell most people that I have to see it to fix it.

I have an older dude constantly asking me to change his home page back to Yahoo from whatever hijacked it. His kids take care of his checkbook and one day I get a call thanking me for helping her Dad and not gouging him like every other tradesman does. I can't eat kudos (although you can eat Kudos) but there is more to life than money.

No one calls those people because those industries never offered a year of free telephone support with purchase of a new product.

Our industry has, almost since the beginning. Would YOU be willing to give up a free benefit?

Rick

 

[kwest]

After working for someone the first time I tell them the following.

You are now a client of mine and that means you get free advise over the phone or email. I explain that when an issue comes up or they are out shopping and have a technical question I want my name to come to mind right away.

If they abuse it then I will tell them I need to see it.

People love it and I retain customers with great customer service.

Example:
I have a tech savvy client that was setting up a new computer on the network and I answered a couple of questions for her. I am going out tomorrow to figure out a software issue that she couldn't get to work.

 

[johnrobert]

I got a reply asking me how much it would cost I told her $60 only because she is so cheap, business is slow this week and she only lives a block away, she said she would try and fix it herself first doing an earlier restore point.
And if she can’t fix it she will call, she called saying in addition to everything else not working the firewall will not turn on, and if I am firm on the $60 its unbelievable, only in this industry.

 

[codegreen]

The proper answer to her "Do you have any suggestions before another thing happens?":

"It sounds like a malware infection. The cost for malware removal is <COST>, which I'll need upfront. I can book you an appointment for <DATE AND TIME>; does that work for you?"

If $60.00 is less than your usual rate, you are doing yourself a tremendous disservice. You are rewarding your worst customers for their difficult behavour. Don't do that!

 

[Gary Rockliff]

For me my existing customers will always get my help with short fixes via email or over the phone. This is limited to no more than 5 to 10 minutes of my time. If there question involves a longer fix, then they get a quote or billed accordingly with a automatic 10% loyalty discount. New customers do not get the same treatment, they will simply have to make a booking, if referred by a friend or family member they will get a 10% discount.

My question for you John, is what work did you do on her computer when you were onsite? My concern here John is her email may be related to the work your performed onsite? For the sake of keeping good reputation I would help her out this time as you may have overlooked something. Your reputation is worth more than a $50.00 call out fee. Good Luck! Hope it works out.

 

[lan101]

This is why I put teamviewer on every single computer I work on. If a few small issues arise and I just worked for someone, I may just help them out that way if it's within reason. I think this helps to build a solid relationship. Most people won't try to abuse it, but if they do that's where it's either a service call or refer them elsewhere. I've only had a couple cheap skates over the years and I usually just tell them I can't help them unless I see the computer for a service call. That alone weeds out the people trying to take advantage of you.

 

[Computer Curb]

"Yeah, what is this ...uhm...Dunning-Kruger Surcharge that showed up on my invoice?"

This is the best idea ever! I think we should make it an industry standard...