How to deal with customers that blame you for unintended software issues after a fix

[burgerman]

I was wondering how people here deal with customers that try and get further work done for free if they call you out initally for something and then find out a week later something else doesnt work.

for instance you might be tasked with removing something like a virus or a peice of software thats got onto their machine, but a week later they ring up and say somethign along the lines of "my printer doesn't work since you've touched it" and they expect you have to work for them for free.

I can usually tell when they are going to be like this because they deny your suggestions of what might be the cause of it. When it comes time to paying they are always "but you didn't fix it the first time" and i dont like having to defend myself against their ignorant responses such as "im not a computer technician but..."


Two examples in point -


1.) a customer in a networked environment tells me to remove an expired Norton antivirus software package and the next day they find out they cannot print from outlook express, but can print from everything else. It does appear that nortons removal has most likely caused this but its an unintended consequence and something that a person cannot predict will happen.

2.) removing popular "smiley central" style spyware from an infected machine's browser that suddenly makes a vista computer not be able to set a default printer and then adobe reader wont print but everything else will - customer expects it to be fixed for free.

what are some good, clean, easy responses to say to put them in their place.. especially knowing how ignorant home users are especially when they don't want to listen/understand or acknowledge unforseen issues?


in case one I told the customer in case 1 that removing software can cause unintended consqeunces and things like this are rare and soemtimes happen but its just flies over the top of their head in willful ignorance.

case 2 i have to deal with tommorrow

 

[Adept PC Repair]

In most cases I just bite my tongue and do the work for free. In future if they call me I will be less likely to go out of my way for them as they are usually "something for nothing" type of people.

 

[4ycr]

If it is something like this then I will remote in and fix as it can take longer arguing then fixing it but I tell them the next time is chargeable but I then don't go out my way for them again.

 

[Cambridge PC Support]

I make an appointment with them and tell them that if it's something that I've done wrong or missed then I'll fix it for free, otherwise it'll be chargeable.

On the very rare occasion that this occurs, they'll usually say something like "oh don't worry then"

 

[burgerman]

in case 2 i sat on the phone with the guy for an hour after work hours while he fumbled around.. at one stage i told him to go onto the net to get the latest adobe reader and he replied "how do i get on the net?" even though he's been using the net.

so i took it today took it back. I ended up doing a system restore and then redoping some stuff, installing his updates. it took me about an hour of my time plus travel costs.

Its just i don't want to take the blame for something he thinks is my fault.. especially after giving him an hour of my time over the phone with no thankyou from him for that after hours time and constant calls till 8pm.

Im thinking about saying "i charged you for the hour i worked on it and its taken an extra hour to fix it" and "i've already given you a free hour of phone consultation time after hours" if i need too.

i feel like its kind of letting myself take the blame for his ignorance. I feel like the guy is still going to look down upon my "poor service" even if i did it for free, and that doing it for free is an admission that i have given incomplete service even though this problem is an unforeseen consequence.

 

[iisjman07]

We're store based and we use professional methodology to repair computers correctly the first time; we tell the customer to bring the machine back to us for us to take a look at it. If it's possible that the repair we completed made has affected something then we'll fix it then and there for them; if it's not possible or likely that our work has affected their computer we'll just say to them 'the issues you're having are not caused by the service we completed on your computer'. If they whinge then so be it, but we're not fixing for free things a customer has broken and is blaming on us.

 

[Parkwaytech]

If they aren't satisfied, we offer to look at it again. We tell the customer that there will be an additional charge, we will inform them of beforehand, if the problem isn't related to the work we did. Unless the problem is a quick fix, I take the computer back to the shop to work on it and then schedule a delivery back to the client.

To be honest, the problems you describe don't sound like you did anything to cause them, and I would have charged for the fix. They seem completely unrelated. Norton taking out the Internet connection when being removed is possible, but I've never heard it affecting printing in Outlook Express.

To help prevent these things cropping up, I also try to test the most common stuff. I'm not saying you missed anything here, just to make sure that you take a few extra minutes to test the PC and have them do a few things on it, if possible, before handing it back and finalizing your bill.

 

[thebughunter]

To help prevent these things cropping up, I also try to test the most common stuff. I'm not saying you missed anything here, just to make sure that you take a few extra minutes to test the PC and have them do a few things on it, if possible, before handing it back and finalizing your bill.

After a few instances of this myself (odd issues happening after a repair that aren't my fault resulting in potential customer dissatisfaction unless I quickly resolved it), I started the practice of doing exactly what you describe. Check printer settings, confirm proper default printer is selected if there are multiple---incredibly annoying when I used to return to a home only to find Microsoft Onenote was the default printer! I do a few basic, routine things right before I leave and demonstrate that everything is working. Taking an extra 5 minutes to do that could save 2+ hrs on the back end if I didn't do it, so it's worth it.

 

[FoolishTech]

Agree with the people who always test what you can when you can, after a fix.

Beyond that, yes sometimes some funky things pop up and for example you can't be expected to test printing from every single program on a PC - additionally you can't test printing at all if it was an in-shop repair and you don't have their printer!

In these cases when they do crop up, I just do my best to explain the deal to them. I will in some cases do the fix for free, providing it is a quick fix and I can remote in and do it, or they bring it to me, but I will NOT go onsite for free, ever.

If this is a big problem for you I would suggest having a form that the client signs upon receipt of the computer, stating that they all *requested* work was performed, and they are satisfied with the results. While easy for onsite work, with in store work, this means that (and I am a strong advocate of this) you must demonstrate the proper operation of the PC when they come pick it up.

Whether they sign something or not, (as I have no such form) I still always refer them to "you said the work was satisfactory when the job was done." If they say "well I didn't check my outlook express printing capability then" I say "well you didn't mention it was a problem so I never checked it myself!" If they say "nothing was wrong with this to begin with" I say "then why did you bring it to me to begin with?" Then we're simply back to explaining to them how performing certain labor can have unintended consequences, and this time they must listen to you.

While I will fix it for free most of the time (as I said if it's quick and convenient for me, and they are really nice about it) there are those instances where I won't, especially if a customer is a jerk about it. So at this point I explain to them, "if I knew your outlook express printing was broken, I would have fixed it for you originally, HOWEVER it would have taken me x extra time to do the job, and that would mean your original bill would be x much more than it was - that is why I am charging you x now!

 

[numnutz]

So at this point I explain to them, "if I knew your outlook express printing was broken, I would have fixed it for you originally, HOWEVER it would have taken me x extra time to do the job, and that would mean your original bill would be x much more than it was - that is why I am charging you x now![/QUOTE]

PERFECT response!

 

[compnet]

So a virus broke something, you did a virus removal, didn't fix errors caused by the virus, and this is somehow the customer's fault??

I don't see how this is any different than "cleaning" an MBR infection and leaving windows not booting. All they paid for was virus removal right?? Windows being broken isn't your problem.

I thought it was pretty customary when doing a virus removal, to make the computer like the virus never happened.. If something worked before the virus, and it doesn't work after I clean a virus, we take care of it no questions asked.

edit: not to mention both your scenarios and almost all these little issues are at max 10 minutes of your time.. hardly worth a ****** off customer and more than 10 minutes arguing with them.

 

[FoolishTech]

So a virus broke something, you did a virus removal, didn't fix errors caused by the virus, and this is somehow the customer's fault??

I don't see how this is any different than "cleaning" an MBR infection and leaving windows not booting. All they paid for was virus removal right?? Windows being broken isn't your problem.

I thought it was pretty customary when doing a virus removal, to make the computer like the virus never happened.. If something worked before the virus, and it doesn't work after I clean a virus, we take care of it no questions asked.

edit: not to mention both your scenarios and almost all these little issues are at max 10 minutes of your time.. hardly worth a ****** off customer and more than 10 minutes arguing with them.

While I agree with you that you should fix Windows after cleaning an MBR infection, and all of the other scenarios you could provide regarding virus removal or any other service for that matter......

....the bottom line is (at least with me) the customer is not paying for a "virus removal" per se, they are paying me for MY TIME and EXPERIENCE. Experience sets the hourly rate, and my time involved with the project sets the number of hours I bill for.

When I fix Windows after cleaning an MBR infection, I have more TIME in the project. Hence, I bill more. If I somehow didn't notice that Windows wouldn't boot then I wouldn't bill for the TIME involved in fixing it! So how is it that if the customer brought the system back to me with an unbootable Windows, I should fix it for FREE when I never billed for fixing it in the first place?

Having Windows not boot is an extreme example one I hope no one here would make that mistake about! But the OP was referring to something more like not noticing you can print from every app but Adobe. Things like this are far more likely to go unnoticed. How many viruses or have you removed, or Norton A/V installations have you uninstalled, or whatever, where you then tested printing specifically from Adobe afterwards? ...and if you had and noticed it was broken, wouldn't you then spend more time, and as a result bill more labor, for fixing it? I guess you wouldn't if you do flat rate pricing... not me though.

 

[PCX]

Just to clarify, we are in a shop setting.

Before every repair, we run a full diagnostics and check for viruses.

If we find anything during the diagnostics, then we inform the customer of what we have found before we do any repairs.

These two things alone will save you from these troubles in many cases.

Another thing that is worth mentioning (and yes, myself and others have mentioned this a 1000 times) is that if you are cheap, then you will get cheap customers and typically they are the same ones who want you to do everything for nothing. They are also the ones who want to blame you for something (even though most of the time they know its not your fault) just to get you to do something for free.

As for how I respond to them, it depends on the circumstance. If it's clearly a software issue and I know there is no way we could have caused the problems they are having, I simply explain the service we provided and that by doing that service, we could not have caused or prevented that issue.

In some cases, if it sounds like a quick fix and they legitimately believe that we caused the issue, then we will do what we can. But if it ends up being a bigger issue that takes longer then a few minutes, then we charge them for it.

Because we already charge a diagnostics fee up front before every repair, we tell the customer that they are welcome to bring their computer back in, but they will have to pay for another diagnostics (which always goes towards the cost of repairs) and that if we find that the problem was caused by us, we will gladly refund it back to them.

Possible hardware issues are handled about the same except that the customer has to pay a diagnostics fee up front period. Again, this is why its important to run a full diagnostics before every repair and if possible print out the results.

 

[Encrypted Existence]

If this is a big problem for you I would suggest having a form that the client signs upon receipt of the computer, stating that they all *requested* work was performed, and they are satisfied with the results.

I have the above included in my Completion of Services Form. I consider myself a paperwork junkie at this point but my behind is covered...thoroughly.

 

[burgerman]

So a virus broke something, you did a virus removal, didn't fix errors caused by the virus, and this is somehow the customer's fault??

I don't see how this is any different than "cleaning" an MBR infection and leaving windows not booting. All they paid for was virus removal right?? Windows being broken isn't your problem.

I thought it was pretty customary when doing a virus removal, to make the computer like the virus never happened.. If something worked before the virus, and it doesn't work after I clean a virus, we take care of it no questions asked.

edit: not to mention both your scenarios and almost all these little issues are at max 10 minutes of your time.. hardly worth a ****** off customer and more than 10 minutes arguing with them.

well i spent an hour on the phone with the guy after hours at night for free. spent another 1 hour traveling to his worksite and bringing it back to my bench. and another hour fixing the problem, now its another hour for me to travel and drop it off.

gee, i wonder if there is some other little problem that needs a fix after i remove a smiley central style toolbar (and google dekstop). perhaps i should go through every one of his favourites and ask him to list on the spot all the websites he might go to in the future just in case one of them doesnt work in a week. then i should check all his printing capabilities and every function of every program. perhaps i could go through his financial documents and records and make sure every single one of them opens on his machine in whatever format.

because as you said - going through 100% of his computer and making sure everything works (even if it takes 20 hours) is the right thing to do, because leaving and with no smiley central might mean one day he cant print from abobe reader but can print from everything else


/sarcasm


as if an unintended thing like smiley central style software on his browser is going to stop him printing from adobe reader, in the same obvious way you'd check windows booting after an MBR virus. You cant be expected to go through everything. you can just go through common stuff - for example making sure his net was up and his browser was still functioning.. do a restart and test again, check his email.. whatever. imagine sitting with him and having to go through all his home movies and all its formats just in case smiley central stopped a video player from working right? catching tyhis kind of stuff on-site?


and im not workign in a persecutory environment of "you did this!" style finger pointing... almost to the stage i was the cause of their problems before they even rang me. if the person was of a different attitude and had a non persecutory style id do it for free. the guy didn't even want to accept the problem was with the adobe software.


in the past i had to deal with a customer who wanted to have their new email configured and a week later they rang and told me their computer swtiched off and the lights in their house flickered and then they couldnt start their machine. they thought i'd done soemthign to it and wouldnt listen.. so i did the work for free and just had them pay for a new motherboard.. lost the customer over it too (for 2 years till they came crawling back). they wouldnt listen to no "power surge" excuses i had. I need some skills to deal with wilful ignorance such as that example where they dont want to listen to reason and facts and just want to finger point. you cant always predict the future

 

[PCX]

There is one other suggestion I can offer. Before we even swipe our customers card or accept their cash, we have them look over their computer and make sure that everything works as it should. This way, if there is anything we might have missed or any questions they may have, we can address it before they leave. Customers are much happier when you do this, rather than have them take their computer home and find issues and have to call you back about them. Of course this is not 100%, things still slip through the cracks, its just one more preventive measure that helps avoid this issues.

 

[compnet]

well i spent an hour on the phone with the guy after hours at night for free. spent another 1 hour traveling to his worksite and bringing it back to my bench. and another hour fixing the problem, now its another hour for me to travel and drop it off.

Sounds like driving an hour to do a virus removal doesn't make sense..

I've said it in other threads.. I don't understand how remote/on site virus removal makes any sense at all except for business customers who don't mind paying an arm and a leg for something that could be done for a flat rate in shop, so I'm not going to argue on this..

How it goes in my shop:

"oh you're still having a problem? bring it in and we'll check it out while you wait"

customer comes in, I look at their computer and fix it in 3 minutes

"have a great day and if you have any other issues let us know"

 

[gazza]

I had a similar experience just yesterday. A customer wanted a new printer installed, nothing to hard about that. Uninstalled the old printer drivers, installed the new drivers, got the client to power on the new printer and connect it to the computer and the software sets up the printer and I print out a test page and then make sure it is the default printer. Simple right! Wrong.

This customer uses Kodak Easyshare to print photo's, they open up the program go to print a picture and nothing prints, they try it a couple more times and no go. I get a phone call from the client complaining that I did not set up the printer properly, etc, etc. I say well that's not correct I printed a test page to confirm that the printer was working. I ask them what he is trying to print, he says a picture, how are you doing this and he says I use Kodak easyshare. Well you know what Kodak Easyshare does not automatically pick up the new printer as the default, you have to select the printer from within the program itself, but did I know that at the time, was I advised by the customer at the time, no.

I fixed it for free and I fixed it remotely, the customer apologized and I left it at that. These things happen but you should always show the customer that their computer is working before you leave or they pick it up from you and get them to acknowledge by signing the claim ticket otherwise you are putting yourself in a difficult position.

 

[burgerman]

Sounds like driving an hour to do a virus removal doesn't make sense..

I've said it in other threads.. I don't understand how remote/on site virus removal makes any sense at all except for business customers who don't mind paying an arm and a leg for something that could be done for a flat rate in shop, so I'm not going to argue on this..

How it goes in my shop:

"oh you're still having a problem? bring it in and we'll check it out while you wait"

customer comes in, I look at their computer and fix it in 3 minutes

"have a great day and if you have any other issues let us know"

The guy ended up paying anyway. he didn't "argue" (aka discreetly insinuate) as much as he did on the first night. he shifted the blame to his new theory about how microsoft must install an update on a computer every two years that makes a computer need servicing.

apart from that he's just a customer that prefers a person goes to his house so he doesn't have to fiddle with wires and cabling cos he's worried he might not be able to plug it back in.

he also is worried that if he drops a computer into a shop he might have a long turnaround time. he wants it done onsite, and promptly. some people are also dead set against remote ins because they dont understand that you cant get into their machine later behind their back (ive only offered remote ins when they understand, i dont bother with the ones that fail to understand the machanics of remote assistance).


maybe one day you will have a bench job that you have to install some antivirus software and then a few weeks later the person will have a power surge and you will have to explain to them that you didn't do anything sneaky to their computer when they point fingers at you for the coincidence.. and have to tell them flat out its a power surge, and have to deal with their unwillingness to accept the your theory.. when all they want is a free fix... or they are paranoid/untrusting or scammers

you dont understand. things happen to computers when you are not touching them, and things happen to computers after you have touched them.. not always caused by the techie.. we are not always to blame for things that happen after something is done, and communicating to them through their unwillingness to accept the facts is what i wanted to know about. the best way of handling it.

I got some pointers from the others, but still i handled it the best way i thought best.. was just looking to see how others did it.

 

[Adept PC Repair]

I have a customer who, everytime he gets a virus, even though Kaspersky has detected and deleted it, asks me to come round to take a look manually at all processes, services and give it a speed up.

I don't mind, it's all good, easy money. But the more I go there, the more stuff i've got to hear about how "a virus melted his friend's motherboard" and so on and so forth.

Anyway, he always picks up on problems that I cannot replicate, things such as internet explorer not responding. As I built the computer for him, and it is an extremely powerful i7 at that, I feel like I am expected to help out for free.

Everytime I go there, other faults are mentioned, ones which I cannot see anything in the event logs for and ones I cannot replicate. I am always put in an awkward position when I go there because I just don't know what to say.

They're not the type of people to complain, but to be charging £30 a time to come out to their home and check everything is fine and not be able to resolve their problems makes me feel a bit guilty. I sometimes believe that they are just stating problems to have a conversation with me. Anyone else ever been in a situation like this?