Handling Additional Issues

[MrUnknown]

So, I have a client's laptop here for a virus removal. He definitely had one that was partially successful where one half screwed up his .exe association and AVG Free blocked the other half.

Fixing these issues and giving him a working computer back is no problem. It is already done and I am doing a quick tune-up and installing his AV solution for him.

However, the computer (which is Vista) has some other problems. Specifically it hasn't been updating and is stuck at SP1. The updates fail to install and have been for a long time. Now, this has nothing to do with the reason I was called and it did not affect me from being able to repair his computer the way it was requested.

I am curious, how do you all handle this situation?

My current process is to try a few quick fixes that I won't care about doing for free and to just tell the client of the extra work I did for them. If the quick fixes do not work, I figure out an additional amount that I believe it will be worth and call the client. I tell them that the problem reported has been repaired but I found some additional problems (and explain them and why they should be repaired) and give them an additional quote for the extra work to have them authorize it. They can refuse or have it done for the extra amount, their call.

There is also the other situation, what if the other problem is making repairing their reported problem much harder to fix. I'll make up a situation. The client asks for a simple task, this program they are trying to install throws an error or doesn't work, let's say the solution is a reinstall of Windows. You already quoted a certain amount or gave an estimate. How would you proceed?

I guess I am mainly looking towards how you handle the customer and break the news to them that their repair could cost twice as much as they thought. I haven't come across a time where they cussed me out or anything, but I am sure I will eventually cause someone to go off on me because I somehow promised it would only cost X amount.

 

[Redtech1]

if you work by the hour call and quote him a price to fix it, tell him that you HIGHLY recommend this or he could get infected again and will be paying for another virus removal and repair.

If you work flat rate, include it in your clean up fee, or call again and tell them you are charing them X amount more to fix this issue and give them a stable system back.

Point, go above and beyond to make the system work, try to work yourself out of a job, you never will though.

 

[NYJimbo]

However, the computer (which is Vista) has some other problems. Specifically it hasn't been updating and is stuck at SP1. The updates fail to install and have been for a long time.

Is it stuck trying to install SP1 or it cannot do anything AFTER SP1 ?

 

[MTech]

I think the best bet is to be upfront and honest with the customer.

"Hi (Jim), this is MrUnknown from (your business), I'm working on your computer, and after doing a thorough check of the system, have found some additional issues that I wanted to bring to your attention. I believe you have (issues), and the only way for me to be sure that this is repaired properly is to perform (procedure). The additional cost of this is (cost). Do you want me to go ahead with this service ?"

That's how I would handle it, personally.

 

[Peaceful]

Good chance the update problem was caused by the virus. I as a rule include such issues in the virus removal service. I try not to knock myself out over it, if the typical fixes won't fix it my charge for virus removal also includes os restore if deemed necessary. I only charge extra for data backup prior to the restore.

 

[MrUnknown]

Is it stuck trying to install SP1 or it cannot do anything AFTER SP1 ?

It is stuck at SP1. There are 12 updates that will not install I do not have the laptop in front of me right now to list off which ones are failing. Like, I said, I haven't looked too far into it or the cause yet. I have an extra day with the laptop before I can return it, I might look into it further and see if I can find any quick fixes but the guy has already declined any additional costs.

I haven't checked the update log to see what part is failing or the reason given, but it seems similar to the SP2 install issues Vista has always had. It gets to stage 3, and then rolls back the changes.

If I had a reason to think the failed updates are being caused by the virus, that would be included in my original fee, but he hasn't had this virus that long.

It's good to hear that everyone basically handles this situation the same way I do already. I didn't think I handled it badly, but it is always good to hear alternatives.

 

[SThompson86]

I had a laptop on Monday that was loaded with VISTA Sp1. The laptop initailly came in with spyware issues which I cleaned out. I then tried to update to SP2 which kept failing. Other than SP2 not installing the computer was acting fine. I let the client know what was going on,and they chose to keep on trucking.

 

[Hercomputers]

Tech1 explained it best. I would do/say exactly how he expressed.

You're being up front with the customer by letting them know you found additional issues. They shouldn't get mad at you for that. If they do, let them know that it's up to them whether they want you handle just the virus removal and handle the additional issues.

I like to let them know that 'I want to make sure to be thorough when it comes to working/repairing their computer' - this way they know they're getting someone who is going to do a complete job rather just promise a quick turnaround.

You're fine-

 

[kagman]

I agree with people here . Just tell the customer that you found other issues on the system that should be taken care of. It's the same thing when you take your car to be fixed and the mechanic says there are other problems with your car . In the end its up to the customer .

Sent from my Eris using Tapatalk

 

[MrUnknown]

Sorry NYJimbo, my above response didn't help much. The computer has SP1 installed and can not install SP2.

Thank you to everyone who responded. Maybe I am paranoid. I always get in my head that they may think I did something to their computer to make it stop working. I guess the thread with the story about being blamed for a house burning down after a computer repair job got me wondering what others do. lol.

I also make a best effort to stay at or below my estimated price I give the customer so having to call back and ask for more money also annoys me. I hate being told one price and having to pay another (the simple reason I have a pay-as-you-go phone is I can pay $30/mo and thats it but a $30/mo contract can come out to be $50/mo, explain that to me). On the other hand, I need to realise that what a user is reporting as the problem, may not be the problem they really have.

I had a laptop in for a virus removal. The client described it as getting a virus that would shut his computer down sometimes. Turns out he did have a virus (just a single Rogue AV one), but the shutdowns were caused by his CPU fan that seems to have started failing at the same time.

 

[vdub12]

Good chance the update problem was caused by the virus. I as a rule include such issues in the virus removal service. I try not to knock myself out over it, if the typical fixes won't fix it my charge for virus removal also includes os restore if deemed necessary. I only charge extra for data backup prior to the restore.

You should back up before you ever touch the virus.

I image a drive before touching it. That way if anything goes wrong I have a back up of everything the customer had. Also a customer can't say I lost a file if I have a perfect image of his drive. I keep these images for 30 days.

 

[vdub12]

I guess the thread with the story about being blamed for a house burning down after a computer repair job got me wondering what others do. lol.

I don't remember this one. Was that in this forum?

 

[NeutronTech]

I don't remember this one. Was that in this forum?

yeah, it was my story.