Irate Cusomers

[911cri]

Okay, I'll try to expain this as best I can. We acquired a new customer over the weekend. The customer had the following issue:

He had two HD's, one SATA and one PATA drive. The old drive was PATA and contained his old data (OS, DATA, MY DOC's, etc...). The old drive was also not bootable and the file table was corrupt and not quickly repairable, so we opted for data restoration from the PATA to the SATA drive as temporary holding while we formatted the PATA drive.

Okay, now the PATA drive has been formatted and the data moved back to the original drive. The customer opted out of the spyware/virus scans and removal, as it would add to the bill, so all files were in their original states.

All this was done in less then three hours, and the customer was picking up their system within 5 hours and all for $99.00.

Yesterday, we receive a call from an irate new customer claiming that we put "spyware" on his system. What he apparently did was run spyware/antivirus on their old recovered files, and found bugs. Now he didn't want to hear that because "he knows" that these files were not there before!

Any suggestions on how to deal with customers like this would be helpful. This has happened serveral times, and it's usually with the type of customer that states, "I used to be a guru when DOS was in style..."). I'm just wondering how anyone else may have handled an issue like this when the customer knows more then the tech they hired?

TIA for any suggestions.

 

[iladelf]

I don't mess with these people. I give them two choices; (since they're in a "mood" to begin with). One, bring it in to me, I'll get that off of there, no charge, or two, I'll refund your money in full (less parts-if the customer wants those out, I'll yank them, too).

Now, the reason I have them bring it to me is that I don't have to deal with an irate customer breathing fire down my neck at his place; it's on MY turf.

Now, in either situation, I win; here's how. Once the person decides what to do, I'll do either item. But, IN THE FUTURE, should that person have the nerve to call me back for future work, I either don't answer their calls (Caller ID) or don't return their messages.

BTW, I've had idiots like this have the nerve to call me back months or years later when they need service. It's likely they treat everyone that way.

Even had a good, elderly customer call me out of nowhere three days after a repair, complaining about what I did to his desktop. No, what HE did to his desktop. Damn fool couldn't figure out how to "turn off" his screen-enlargement software, and decided to use System Restore, which restored the PC to the "original" Windows install before all drivers were installed.

And no, I didn't charge him, but I sure won't do work for him again. Amazing how quickly a customer from your "A" list can go to the "Do No Work For" list.

 

[Simmy]

I certainly wouldn't refund these customers because you've spent time working on their machine and you've done nothing wrong. If you know your tech didn't put any spyware onto his machine, then stick to your guns. It's highly unlikely he'll do anything about it.

Keep your well earned money, let him have his tantrum and don't do any more work for him again if you don't want to.

 

[Kyrus]

I agree that i wouldn't refund his money, he most likely will never call you anyway, you did the honest work you deserve to be paid, i would offer to fix the problem no charge.
I hate working for people that think they know everything..

 

[dcstek]

I had a customer who claimed "it runs just the same as when I took it in". Even after explaining that I removed 160 Virus/malware files, did 83 windows updates and installed a free antivirus solution, knowing she used cable internet as well. She called 3 days later claiming she could not connect to the internet and that how could I do updates if she couldn't get online. I then politely told this IRATE customer that I have the log files from the virus scans and if she would bring the computer back in I would show her the updates and the date and time they were installed. If after that she still was not satisfied with the WORK that I performed, I would refund a portion of the bill. I never heard from that lady again. I tried to "kill her with kindness" yet willing to prove to her the work I did. I had even offered to come to her home and repair the internet issue and if was anything to do with my work on the computer it wold not cost her a dime.

Stand your ground and be fair and those bad situations usually work out.

 

[nonchalant]

I had a customer who claimed "it runs just the same as when I took it in".

I just format PC's like that. I dont even waste my time anymore. I'd rather hand back a PC that I know is clean and works than try pandering to the user and 'just cleaning it up' only to have them come back unsatisfied.

If she loses data because she hasnt done backups its her problem..

 

[Stu]

I've had a couple of those "ex-DOS guru" types recently, they are totally infuriating and act like you are there purely to rip them off. They always seem to be in a weird "mood", which I put down to the fact they have spent hours trying to fix whatever the problem is "because they should know these things" and then they finally admit defeat as their wives beg them to ring the tech guy out of the local rag. They tend to be old CLI programmers that moved into management jobs and then got left behind when the GUI stuff came in. Most of them could probably run rings around me when it comes to DOS, but I guess that counts for little these days.

 

[911cri]

Thank you.

I just wanted to thank everyone for their replies. As it turned out, I didn't bother with re-calling this customer, and he's not called us back either. I only felt bad that my assistant had to listen to this guy's babbling. I figure he's gone for good, and good riddance. Thank you again for the great replies. Finding this site was of great fortune. It's the best thing since sliced bread!

 

[rolsinski]

Giving the store away

The major problem here was the $99 charge for 3 hours of work. This is giving the store away. I have found that giving the customer a low price he/she believes that what a cheap fix and gives them room to pick at your job performance.

 

[Simmy]

A way around this in the future is to make a full Acronis backup of all hard drives before carrying out a format. That way you can restore the computer to exactly the way it was when the customer brought their computer in. If anyone claims you've planted a virus on their machine, simply show them the file in the acronis backup and they'll soon shut up

Glad it's all sorted anyway

 

[focuz]

I would never refund a client. I would just tell them plain out right that you are an honest business that would never perform such acts and as they didn't want the spyware removal services, you as a tech is therefore not responsible for any malicous files found on the machine as you can't be sure it was clean to begin with. I would then chime in and state the obvious... However sir if you wish to bring the machine back in we can perform a complete clean for a charge of $XX.

 

[Bryce W]

I would never refund a client. I would just tell them plain out right that you are an honest business that would never perform such acts and as they didn't want the spyware removal services, you as a tech is therefore not responsible for any malicous files found on the machine as you can't be sure it was clean to begin with. I would then chime in and state the obvious... However sir if you wish to bring the machine back in we can perform a complete clean for a charge of $XX.

Nicely handled. Definitely a good way to say it.

 

[911cri]

The major problem here was the $99 charge for 3 hours of work. This is giving the store away. I have found that giving the customer a low price he/she believes that what a cheap fix and gives them room to pick at your job performance.

Thank you for the great advice, and I certainly understand your suggestion, but I was being fair. The actual hands time on that system was around one hour (and that includes rebuilding the inaccessable data. As I build my store and my reputation, I'll soon raise my prices to be more competetive. At that particular moment, I had two other tune-up jobs ahead, so therefore, the three hours before it was complete, plus two hours to call and have them pick it up. When they saw the computer, it was still connected and I received the oooh, ahhhh's, that it was good. It was not until the next day they did the scan. This guy was one of those that if you lined their case with gold, they'd call to complain that it was not buffed to a perfect shine. He seemed like that type of person who might yell at the waiter for something beyond the waiters control. Oh well, so be it. It's over and may he be happier with the Airborne Geeks, next time... thanks again all!

 

[nonchalant]

I had a customer today who rang me then haggled the cost of my labour charge to fit a bottom of the range video card. He knocked my original quote of $50 labour (my hourly rate and I always charge for the 1st hour regardless of time spent) down to $25, based on the fact he decided he would drop it to me rather than me attend his place, that "the job is only a matter of removing a couple of screws, etc" (dont you just love it how total technical novices become experts in an instant because they've chatted to a mate and he told them whats required?). Anyway, the video card I said he could have for $50 (it used to belong to a customer and I had no immediate use for it). So this job wasnt going to be a huge money spinner but I was making $75 cash for what should be no more than 15 mins work. I tell him that if I have a problem with the card I'll see if I can fit another I have lying around or will need to pick up a new one Monday.

Anyway, originally hes not too fussed about the card other than the fact ir supports 1.1 pixel shaders as per the game specs he wants to run. The card Im going to fit is a FX 5600 256mb which Im quite sure does support this.

So he drops the PC off and I fit the card. Only the fan on the card is noisy. So I fit a almost new 5200 FX. The game runs fine and I ring him to tell him whats happened and that cos the card is cheaper the total cost is $65..

2 minutes later he rings back and asks if the card is 256mb.."umm no its not its 128mb as it turns out" I say... Oh well he says, "no thats no good I thought it was going to be a 256mb..,you dont just change a card without telling me" he says..blah blah.. (I mean what the hell mate you aint buying a mercedes benz! methinks..)

So I decide then on the spot this guy is a "time waster" and I want to get this PC back to him asap and not see his face again. So I turn around and say "ok I'll remove the card, you can have the PC back, and it will be ready in 10 minutes for collection".

When he arrives to collect it hes like "sorry I was a bit flustered it probably would have been ok but it threw me a bit cos you didnt tell me you were going to swap to a lesser card..blah blah..". I says "yes it is fine for that game but thats ok, I understand, see you later" and I dont take more than 10 seconds to hand the box over and walk away..I didnt even mention anything about calling him later about the cost of a cheap PC he had asked about earlier as I figured he'd want it for nothing anyway then bring it back complaining things dont run at the speed of light..(lol). Seriously..what a pain in the ass.

Time wasters.... "next!"

 

[ftbendpc]

In this situation i would offer to do a rework at no charge. You should always strive to please the customer even if it means to suck it up and swallow some pride. I have had many irate customers over the years and if you just try your hardest to make em happy they will return and spend more money, and in the end thats why we do what we do.

And about the removal of 160 virus and spyware . I don't waste my time anymore because it will always come back within 30 days. sell a data backup and windows reinstall... the customer will be happy when "it runs like it did when it was new.

 

[nonchalant]

Ordinarily I would. However having been in this game for a few years now Ive learnt to identify someone who wants something for next to nothing versus someone who realises PC repair costs money just like any other kind of repair.

I just dont waste my time anymore with hagglers..its not worth it. Even if you appease them they try to cut your price back next time they want something done and in fact expect it when they got the better of you the first time. And not only that, they complain weeks and months later when something goes wrong blaming the problem on something you did thats totally unrelated. I'd rather let them go elsewhere. For what their paying me its just not worth the headaches that go with it.

 

[gunslinger]

I believe in customer service, but I do not believe the customer is always right. I don't have to take abuse from anyone, if I wanted that I would go back to the corporate world. I have had a few like this and I try to make things right , but sometimes you just can't. At that point you need to just cut you loses and move on.

 

[MrMille]

I know of a guy......
...who had a client with a failed drive, upon whichhe performed data recovery

The client didn't have recovery cd's, or a retail copy of windows, so he naively installed a legit vlk copy from a now desolved company.

He was at pains to tell her that she must buy the software and that he would install it for free. Which he thought was very generous.

This client was the type of girl who could get a guy in trouble very quickly.

Each month he called to encourage her to do the right thing.
Six months later, the drive failed fortuitously, which he returned to the seller.

The replacement turns up, and he asked her for the OS softare.
She said she didn't have it, he asked why not?
"Because I have a license for it on the box, why should I buy it?"
He then lied and said he didn't have the W2K disk he originally used (to stay on the right side of the law)

She was not impressed, he never heard from her again.

At the time he didn't have OEM software to put on her HP

He never deals with illegal software.

 

[Nathan H]

I totally agree with Focuz, after all would clients moan about the rate a mechanic costs.

If their car was not working they could catch a cab or a bus, but if their pc is not working how can they access their data.......

 

[focuz]

I know its an older thread, but needed to add. Customers only see the time spent on something they don't see the whole picture. Your not paying someone just to do a job, your paying for that persons knowledge. Hence the reason McDonald workers only make min wage, because anyone can do it. To be able to properly diagnosis and repair a pc takes knowledge and experience that only some people have.

Yeah you could probably have the oil change mechanic work on your car, but you always bring it to the dealership when you have a major issue. The same applies sure you could have your neighbors nerdy son work on the machine but you called a professional technician so your going to pay professional technician rates.