Guarantees

[Martyn]

How do all you people handle guarantees i.e. you go out and fix it and a month later they have a problem? I'm not talking parts more at the software. OS or network level. For instance to a client 'the internet isn't working' is one thing but as we know can be caused by a multitude of things.

Sorry for a few questions i'm asking but I'm about to start up a business after many years of working for an employer.

 

[Cambridge PC Support]

How do all you people handle guarantees i.e. you go out and fix it and a month later they have a problem? I'm not talking parts more at the software. OS or network level. For instance to a client 'the internet isn't working' is one thing but as we know can be caused by a multitude of things.

Sorry for a few questions i'm asking but I'm about to start up a business after many years of working for an employer.

no formal guarantee here, but more of a:

"if it's something I've cocked up or missed then I'll fix it for free - otherwise it's chargeable"

 

[vdub12]

It depends on the situation.

If I install a network and a month later the Internet goes down thats a new problem. However if the Internet goes down the next day they its my deal. It also depends on the customer to. If a customer has a totally bogus warranty claim but this same customer spends a lot of money a month with you then just handle it but if its just Joe Blow down the street that complained about your prices after you gave him a deal then I would tell him to pound sand, nicely of course.

 

[Martyn]

Ok thanks. It's just that sometimes you see people give a 3 months or even 12 months guarantee to their work and I think that is risky. My experience over the years of dealing with non technical people is that 'not working' covers everything and leaves it open to interpretation. I think I will take your advice. It also seems the same with 'no fix, no fee' statements unless you clarify it to mean 'if I can't fix it you don't pay' then it can be misinterpreted.

Thanks again

 

[Cambridge PC Support]

could put something on your website/receipt/invoice to say:

"all work guaranteed for 12 months"

is that "guaranteed to fail", "guaranteed to wind you up" or what?

 

[vdub12]

Ok thanks. It's just that sometimes you see people give a 3 months or even 12 months guarantee to their work and I think that is risky. My experience over the years of dealing with non technical people is that 'not working' covers everything and leaves it open to interpretation. I think I will take your advice. It also seems the same with 'no fix, no fee' statements unless you clarify it to mean 'if I can't fix it you don't pay' then it can be misinterpreted.

Thanks again

I have always though the no fix no pay things where funny.

Why would someone want to advertise the fact that they might not be able to fix your problem.

 

[Morrison5891]

How can you really guarantee anything in this business? For example, if I do a pc tune-up and everything is great and the customer is happy when I leave.... then 3 weeks later the computer starts running slow again, should I cover the cost of cleaning the computer up again? No... becuase i'm not the one who was visiting porn sites, downloading games from the internet that have ad-ware in them. I have clients all the time ask me if I can guarntee spyware/virus removal. Its impossible to do this becuase chances are the average consumer will be infected again within just a few weeks.

I wouldnt do it!

 

[MrUnknown]

My guarantee is essentially this, if I say this will fix it, and it doesn't, then there is no charge for it.

I warrant my labor and parts for 30 days, after that the labor is charged and parts go under manufacturer. In my terms, I make it clear that it is my decision if something falls under warranty.

 

[iptech]

How can you really guarantee anything in this business?

I always guarantee my work, but I cannot guarantee what happens afterwards. I once had a joker (prolific Crimewire user) phone back two months after I'd cleaned up his computer to say I told him I had guaranteed he'd never get another virus. I refused to carry out a free repair and advised him that if he wasn't happy to contact Trading Standards. I never heard anymore.

I have always though the no fix no pay things where funny.

Why would someone want to advertise the fact that they might not be able to fix your problem.

^^^ This ^^^

I always remember advice I was given by a builder many years ago "anything can be fixed, it's a question of whether the customer wants to pay to fix it."

 

[vdub12]

I always

^^^ This ^^^

I always remember advice I was given by a builder many years ago "anything can be fixed, it's a question of whether the customer wants to pay to fix it."

This is true but if its a case of the customer not wanting me to fix it they still need to pay the diagnostic fee. I am not going to not charge them because there computer might not be worth putting the money in to.

 

[NeutronTech]

This is true but if its a case of the customer not wanting me to fix it they still need to pay the diagnostic fee. I am not going to not charge them because there computer might not be worth putting the money in to.

I just advertise it as $xx diagnostic fee, waived if repairs are made. That way I get paid a diag no mater what, but if they want me to do the repair I get paid more. I know something might cost too much so the cust might opt not to have it fixed. However, I would never advertise that I am "incapable" of fixing something. If I ever do run into something that I can't fix, i will find out how to fix it. The only reason something isn't getting fixed in my shop is if the customer doesn't want to pay that much to get it fixed.

 

[vdub12]

I just advertise it as $xx diagnostic fee, waived if repairs are made. That way I get paid a diag no mater what, but if they want me to do the repair I get paid more. I know something might cost too much so the cust might opt not to have it fixed. However, I would never advertise that I am "incapable" of fixing something. If I ever do run into something that I can't fix, i will find out how to fix it. The only reason something isn't getting fixed in my shop is if the customer doesn't want to pay that much to get it fixed.

Totally agree. There is always a way to fix a computer but some times the fix just isn't economical. However, having a no fix no pay guaranty is kind of like saying I can't fix all problems. I want my customers to think I am a supper tech that can fix everything. Even if its not true by having your customers believe that makes it easier on them to trust you with there computer and there pocket book.

 

[flychromeboy]

I think offering a warranty makes you sound more professional. Big Box stores offer warranties, so why shouldn't we. It maybe ok not to offer a warranty to your frequent customers as they know you, but first time customers would get piece of mind that if anything does go wrong, that there is somewhat of safety ledge.

I offer a 7 day warranty on virus/spyware removals and 30 day warranty for hardware repairs/upgrades. I state this on every invoice I print and again mention it to the customer as I leave. I've got good feedback from my customers that I offer a warranty

 

[NeutronTech]

I think offering a warranty makes you sound more professional. Big Box stores offer warranties, so why shouldn't we. It maybe ok not to offer a warranty to your frequent customers as they know you, but first time customers would get piece of mind that if anything does go wrong, that there is somewhat of safety ledge.

I offer a 7 day warranty on virus/spyware removals and 30 day warranty for hardware repairs/upgrades. I state this on every invoice I print and again mention it to the customer as I leave. I've got good feedback from my customers that I offer a warranty

Yeah but even pc manufacturer doesn't warranty the software. They warranty any hardware failure. They may offer limited phone support for software problems. I say limited because it usually ends in a restore.

Seven days is plenty of time for the customer to reinfect themselves. Your going to be removing a lot of viruses for free. I guarantee all of my work. But if I get recalled on something after a removal, the first thing I look at is their browser history and the time stamps in their cache folder. If they have been to any questionable websites since the virus was removed I will be charging for it. It's a lot easier to guarantee other software issues such as driver problems. Viral and spyware problems aren't really feasible to guarantee. It's possible to miss something, but I take every precaution not to.

 

[vdub12]

Yeah but even pc manufacturer doesn't warranty the software. They warranty any hardware failure. They may offer limited phone support for software problems. I say limited because it usually ends in a restore.

Seven days is plenty of time for the customer to reinfect themselves. Your going to be removing a lot of viruses for free. I guarantee all of my work. But if I get recalled on something after a removal, the first thing I look at is their browser history and the time stamps in their cache folder. If they have been to any questionable websites since the virus was removed I will be charging for it. It's a lot easier to guarantee other software issues such as driver problems. Viral and spyware problems aren't really feasible to guarantee. It's possible to miss something, but I take every precaution not to.

99.9999999999% of reinfections are caused by the customer, there's no reason to warranty them.