How would you handle this situation

[nibblesandbits]

You have two clients you have acquired in the last month.
They have given you the bulk of your business in the last month because they need help often.
They call you up every other day.

The last point being the "key point" here.

I was given 3 computers by a lady who had them "junked" in the closet. I spent over 6 hours getting them all straightened out. They all left here in perfect working order. I know this is a PEBKAC error. I don't know how to tell them that though. I mean come on! If you can't get three computers to work right after having Windows XP reinstalled from a retail disc, Avast! installed, and all windows updates and drivers installed (so that there are no devices with exclamation points (!) on them) there is NO WAY it's a computer error.

They are having problems getting the internet to work. They are on dial-up. I went on-site and didn't CHARGE ANYTHING (because I'm way too nice on charging people) and I sat there on the computer for about 5 minutes and it disconnected them from the internet. It's got to be because the phone lines are crappy. There probably is no chance of them EVER having a computer that works there. I don't know what to tell her. I missed her call when she called about an hour ago and she left a voicemail sounding mad and like she thinks I'm going to keep giving her computers until she finally gets something that works. Personally, I think she's smoking crack.

 

[NYJimbo]

Are the computers working ok or are they still screwed up, your post is a bit confusing.

If it's just the internet due to bad POTS copper or something with power then tell them that and it's over. You cannot control telco or power issues.

 

[nibblesandbits]

Are the computers working ok or are they still screwed up, your post is a bit confusing.

If it's just the internet due to bad POTS copper or something with power then tell them that and it's over. You cannot control telco or power issues.

Sorry - she says they are screwed up - I think it's just the phone lines after having been to the premises last week one day. She says her bank won't open (meaning her online banking) I would first assume that it had to do with flash / java, but since I'm the one who did the format on the machines I know all three had flash and java on them along with Avast!. As I said, the drivers were fine, I even used them for a while in my office playing around. I was planning on making them rentals for my customers when I had their computer if it was going to take me more than 24 hours because I'm backed up (or if they don't have a Maintenance Agreement with me) but now that's shot because she has all the computers she gave to me because they best solution I knew was to just keep giving her a working one. I didn't even charge for the time I put into fixing them. She's now calling me back (from the call an hour ago) asking if I have any other computers that work. I'm thinking to myself, "Lady, they ALL WORK" I don't know.

Then of course I just got back from a client's site where they can't get RDC to keep working. I never have any problem. She called me then I went on site and checked to see why she couldn't do it. I noticed that power settings had been changed since I was there last and it was set to suspend after 15 minutes. I fixed that problem then ran Avast! and SAS Free and found over 3,500 files infected with a replicating worm. She had to go off-site to a meeting and left me with a key to lock the door behind me. After removing the viruses I did.

If you can't tell, I've decided to start being very specific here so people can start giving me suggestions. I'm sure I'm running my business like the 19 year old I am, and maybe if you all see my errors you'll correct me, but please be gentle. LOL

 

[Mr I]

If you can't get three computers to work right after having Windows XP reinstalled from a retail disc, Avast! installed, and all windows updates and drivers installed (so that there are no devices with exclamation points (!) on them) there is NO WAY it's a computer error.

Sure it can be a computer problem, what about memory corrupted by magnetic fields. Think outside the box. Also, did you test the computer before returning it to the client? you should have a check list of the points you checked. Something similar like when you do an oil change at your car dealer. The more details and the more specific you are IN WRITING, the safer and better for you and the customer.

 

[nibblesandbits]

Sure it can be a computer problem, what about memory corrupted by magnetic fields. Think outside the box. Also, did you test the computer before returning it to the client? you should have a check list of the points you checked. Something similar like when you do an oil change at your car dealer. The more details and the more specific you are IN WRITING, the safer and better for you and the customer.

Hmm...

Nah, that's a good thing to point out as I would have never thought about it. But it's something that just bringing it here for a SECOND time and it working fine means there is no hardware problems. You asked if I tested it before returning it to the client. In the original post I said I was USING the computers. I used them for over 12 hours playing around getting them set up (installing OpenOffice and other applications from Liberkey on them) and opening them. I was even browsing the internet playing around on them just to see how they worked. They were given to me for free, I had to play around and see what the things could do. I saw no sign of problems anywhere after I formatted and reinstalled Windows.

So yeah, there is nothing wrong with the computers. Period. I'm sure of it. As far as putting things in writing, I'm not real sure what you mean? Take notes throughout the repair or something? I usually just give them an invoice with a predetermined "item description" on it from Quickbooks. i.e. Format and reinstallation of Operating System, Virus/Spyware/Adware removal. Completed on-site. (if it was in-store it would specify)

That's all that I put on my invoices.

 

[Mr I]

You should PROVE your client that her ISP is the problem. Just get your laptop and show her that even your machine is have problems. That way you can isolate the fact that the problem is her computer (if you're sure the problem is not the PC). Take advantage of the situation and offer her tutorials

Also,

I went on-site and didn't CHARGE ANYTHING (because I'm way too nice on charging people)

. Remember that if you're a technician you should charge like one, otherwise computer repair is a hobby instead of a business.

 

[nibblesandbits]

You should PROVE your client that her ISP is the problem. Just get your laptop and show her that even your machine is have problems. That way you can isolate the fact that the problem is her computer (if you're sure the problem is not the PC). Take advantage of the situation and offer her tutorials

Also, . Remember that if you're a technician you should charge like one, otherwise computer repair is a hobby instead of a business.

I don't have a laptop with DUN. I only have laptops LESS than 10 years old I exaggerated, but it was meant to be funny. Anyway - how could it be more proof if I did have a laptop than the fact that THREE of her own desktops won't work? She hasn't tried just ONE, she's tried THREE! Also - when she's here, the computer works like a charm (hooked up to my 5 up/5 down fiber connection) I download at the full 625 Kbps the whole time it's connected.

I really don't know what else to tell her. Thanks for taking some time to give me some advice though, I appreciate it a lot.

 

[Mr I]

oh well, that's one of those customers. That's when you apply your convincing skills. Good luck with that

 

[nibblesandbits]

oh well, that's one of those customers. That's when you apply your convincing skills. Good luck with that

Just got off the phone with her. I told her it's the TelCo and she accepted that answer. So now she's satisfied, and I lost the computers she gave me because I fixed them (for nothing because I didn't expect to be giving them back) and she wants to keep them I guess because she didn't mention giving them back to me. She also told me she'll keep checking back with me to see if anybody else drops off "junkers" with me. I always get the shaft. haha

 

[NYJimbo]

Just got off the phone with her. I told her it's the TelCo and she accepted that answer. So now she's satisfied, and I lost the computers she gave me because I fixed them (for nothing because I didn't expect to be giving them back) and she wants to keep them I guess because she didn't mention giving them back to me. She also told me she'll keep checking back with me to see if anybody else drops off "junkers" with me. I always get the shaft. haha

Well, you know the saying: "Let no good deed go unpunished".

 

[Mr I]

I have a service call "PC junker". I take anything (computers, celphones, batteries, ink, toner, printer) used, new, in good or bad conditions then recycle them and resell with warranty of 1 year what's in good conditions.

Considering that those computers were in good condition, in your position, I will buy the computers to her and resell them for more. As a matter fact I have for sale 2 units for $185, 2.3GHz processor, 512MB memory, 80GB, fresh and legitimate windows xp intallation + anti virus and open office.

My advice is: take advantage of any situation no matter how bad or how good it is

 

[nibblesandbits]

Well, you know the saying: "Let no good deed go unpunished".

Very true, but apparently (good) karma catches back up with me pretty fast. As soon as I got off the phone with her a client called me up and has brought a computer to me that is infected with Home AntiVirus 2010. Shouldn't be much of a match for Avast! and SAS free

Would anybody mind sending me a diagnostic sheet they use? MR I mentioned documenting everything and I'd like to have a diagnostic sheet, but I'm not real sure what to do for one.

For example on this computer I'm working on now, here is my workflow:

1. Get Call
2. Either pick up computer or schedule them to drop off.
3. Hook the computer up to my KVM switch
4. Check out whatever xxxxx problem was they mentioned on the phone (i.e. if it's slow, I check RAM then go about my normal virus scan and device manager check)
5. Perform any fixes I may find / call the customer and recommend hardware purchase
6. purchase hardware for them
7. install and config hardware
8. give them the invoice when they come to pick up their computer / when I drop off their computer
9. Wait for a check to be in my hand before they leave / I leave.

What am I doing right & wrong? And I still need an actual "check list sheet" for diagnosing since apparently my method isn't right.

 

[nibblesandbits]

I have a service call "PC junker". I take anything (computers, celphones, batteries, ink, toner, printer) used, new, in good or bad conditions then recycle them and resell with warranty of 1 year what's in good conditions.

Considering that those computers were in good condition, in your position, I will buy the computers to her and resell them for more. As a matter fact I have for sale 2 units for $185, 2.3GHz processor, 512MB memory, 80GB, fresh and legitimate windows xp intallation + anti virus and open office.

My advice is: take advantage of any situation no matter how bad or how good it is

I like this. I'll start advertising my own variation of this service soon. Thanks for the heads up.

 

[bagellad]

I think your mistake was not charging this woman..

Unless she is like your mom or sexy, you really shouldnt be doing any of this computer work for free.. you fixed three computers and did an onsite call and didn't get paid?

Also you need to get a disclaimer the customer signs stating they will pay the requires fees, what your terms and conditions are.. etc. To deal with this exact kind of customer.

 

[nibblesandbits]

I think your mistake was not charging this woman..

Unless she is like your mom or sexy, you really shouldnt be doing any of this computer work for free.. you fixed three computers and did an onsite call and didn't get paid?

Also you need to get a disclaimer the customer signs stating they will pay the requires fees, what your terms and conditions are.. etc. To deal with this exact kind of customer.

Ah. Don't get me wrong here, I did charge her for the first two visits. She paid me over $80 to end up going home coming back going home and coming back again to NOT have a working computer. There comes a point, I just can't charge, even if it is the customer's own fault they keep getting charged.

As far as the disclaimer, do you have a template I could use? I'd prefer to get something that's tried-and-true and not just me writing some stuff down on paper to end up needing it in a small claims court only to find out it's not worth the paper it's written on.

 

[Mr I]

The best template you can use it's your own. I mean, the technibble starter kit is a good way to start but depending on the situations that you are having (like this one), you will make modifications to protect your business in the future. How long have you in business? It seems like you don't have a price list or a flat rate, it is very recommended to start working on that.

There are several articles in this site that can help you managing your business. And remember, do you have a business to get a profit or to have fun and help the community? don't be afraid of charging for your work.

 

[noah]

My head hurts from reading this

 

[angry_geek]

Very true, but apparently (good) karma catches back up with me pretty fast. As soon as I got off the phone with her a client called me up and has brought a computer to me that is infected with Home AntiVirus 2010. Shouldn't be much of a match for Avast! and SAS free

If they are infected with what I think they have, you are in for one helluva fight. If it has changed their background to that stupid warning, prepare for battle. Avast and SAS won't touch it.

 

[Doctor Micro]

Well, you know the saying: "Let no good deed go unpunished".

Amen to that.

@nibblesandbits. I don't know if your finances will allow it, but I maintain an AT&T DUN account just to test machines from some of our rural clients that can only get DUN. I may be guessing here, but being 19, you probably never had to deal much with the agony of DUN, noisy POTS lines, or unstable power.

Here's what I'd suggest if you run into another situation like this, whether it's the same lady or someone else. Deliver the machines, reconnect everything and demonstrate the machine at their location, using their power, their telephone lines and their dial-up account IN THEIR PRESENCE. If you can do that successfully, then you're home free.

We get spoiled these days by always-on broadband connections and forget how agonizing the internet can be on a dial-up connection. And, if you've not had experience with DUN connections, you may forget simple things like prefixing *70 to their ISP dial-up number (it temporarily disables call-waiting, in case you didn't know that).

Unstable power is another issue that many of us don't deal with on a regular basis, but if you have a customer in a rural area, in an older house, or in a house that has had DIY additions put on, it's not uncommon to find overloaded circuits, the PC on the same circuit as the 120V window airconditioner, ungrounded outlets, or outlets wired incorrectly. Get plug-in circuit testers for the phone line and power from Radio Shack and keep it in your kit bag for those situations.

 

[ComputerClinic]

Well, I'm a bit confused over what the ORIGINAL problem was. It sounds like she gave you 3 computers for free, and took them back one by one after you fixed them? If the original problem was network related, then I think that your free on-site service is justified. But if it was something else, and the network problem was completely new, charging for on-site would be appropriate. I would say something like: "I will come and examine your computer and network to determine the source of the problem. If the problem is with the computer, there will be no service charge. However, if the problem is with the network there will be a service charge of $xx."

If you repaired the computer, why should you do warranty work for an unrelated problem?