Not picking up their laptop or box

[Gary Orner]

Ok, here is my issue. I sometimes get customers that will drop off their machine, I go over it and call them with their quotes. They give me the ok to move on with the repairs. Then I never hear from them again. I try to call and leave messages. I even text them asking when they will pick up their computer. I have two machines right now that have been waiting for pick up for 5 months. Well one is 5 months the other is about 6 months.

I have been thinking about making customers sign a release form. Saying something along the lines that if they do not pick up their machine 90 days after the repair they surrender the machine to me. But I am not sure if 90 days is not long enough or if it is to long.

I get most repairs done within 48 hours unless I need to order out for the part.

One of the machines I have money tied into with parts. The other was just virus removal which is just time but still that is money also.

I know this is something I should have probably thought of before starting this repair service. The issue does not come up often. Usually the customer is wanting it back as fast as possible. I would not mind as much if the customer would keep in contact with me about it saying they just do not have the funds at this time or something.

 

[Martyn]

I haven't really had the issue but some people on here have. Have a search for it as it was discussed and some people write into their T&Cs that after a certain time a fee is charged per day/week etc. It's no good for your existing computers but for the future.

 

[Dogzilla]

As Martyn has mentioned. There are threads on this subject all over TN.

To answer your question though, it all depends on what part of the globe you are from. Each country has their own laws, on disposing of machines.

But yes, you should have it written within your terms, and have your client(s) read and sign them, before you start work on any machine.

 

[tarik]

as previously stated it depend where you are form. In the UK we have to wait 6 months and also document several attempts with final written warning etc etc but we have it in our terms that they sign when they leave anything here. We are also entitled to charge a storage fee which we can apply after the first month after they were notified that their goods were ready. (never done this last part yet though.

 

[Dogzilla]

We are also entitled to charge a storage fee which we can apply after the first month after they were notified that their goods were ready. (never done this last part yet though.

Unfortunately Tarik, this is not allowed for residential repairs. This can only be done for business type repairs, and only then, when the business are aware of this term, and agree to abide by it.

I have this on good authority from our local trading standards, when I checked on my t&c's.

 

[mraikes]

Your paperwork should include some kind of language where your customer agrees that any item they fail to claim within (insert reasonable & legal # of days here) becomes your property to dispose of as you wish without further notice or recompense. Just a time period and a consequence.

Enforceable? Depends on your local laws. The way I phrase it, as a separate point of agreement, unattached to any work done, amount due or past due - it is enforceable in my locale.

If you must resort to these measures, I'd advise imaging the hard drive to preserve the data. Hardware itself is rarely worth anything significant and it's low risk to dispose of it. BUT, someone will claim the half-finished guaranteed Pulitzer Prize winning novel that was on the hard drive with no backup was worth a million bucks. Preserve the files for a long time - just in case.

 

[tarik]

Unfortunately Tarik, this is not allowed for residential repairs. This can only be done for business type repairs, and only then, when the business are aware of this term, and agree to abide by it.

I have this on good authority from our local trading standards, when I checked on my t&c's.

do you know where i can find this info Nige, cos as far as im aware as long as we have an agreement signed outlining this then there isnt a problem, business or residential.

 

[Dogzilla]

You will have to contact your local trading standards i'm afraid Tarik.

From memory, if we have a pc which has not been collected we have to follow these rules.

3 months after its due for collection, write via a signed for delivery service giving the client a further 3 months to collect.

3 months after this, write again, via signed delivery, stating they have say another month.

If there is still no contact then the item is yours. You have proved that you have attempted to contact the client multiple times.

You are not allowed to charge any storage fee for residential clients at all. Only for business clients. And then they have to be informed that there will be a storage fee, and the bus client has to agree to this term.

It's not enough to simply have it within your terms and conditions, that a fee could apply.

If you contact consumer direct, they will gladly assist you with any questions over this. They were extremely helpful when I suffered this over a couple of clients 2 years ago.

 

[tarik]

ok thanks Nige

filler

 

[Gary Orner]

Thank you all for the replies. I will do a search also to read up more. I was kida shocked about these two units I have. Like I said usually people are right here right away.

This forum has to be one of if not the best forum out there for techs.

Thanks again everyone.

 

[Big Jim]

I opened my shop in the last week in September, my T&Cs were pretty much a copy of the back of the TN business kit, so it states that I will charge (after 14 days) a 5% fee per week to your bill if it isnt collected, and that after 60 days your property becomes mine.

So far the 5% charge has happened to 2 people, the 1st was a repair the customer did not want done so he had only to pay the diagnostic, multiple calls did not reach him and it was approaching 60 days so the week before 60 days came we wrote to him and he turned up and collected.

2nd - claimed he was a solictor and that my 5% charge would not hold any ground as I had not given him a copy of my T&Cs.

Every customer that drops off a PC signs a form that states all their details, computer details and issues, and also ofc my T&Cs, we also outline the basics of the T&Cs if they can't be bothered to read them (I would say 99% of people cant be bother)


I guess I have been lucky so far but then again we have only been open 4 months, time will tell what is in store for me heh.

 

[acesdeals]

i have it listed in my paperwork that they sign and will have a sign in my store

if its not picked up in 30 then its mine and they can buy it back at my sale price

im a repair technician not a po box or uhaul

people who dont pick it up dont respect me or my business

if you leave your car at a repair shop they will charge overnight fees so why shouldnt we

 

[seedubya]

I used to worry about this stuff. Now I just back up their data and sell their sh1t to get my money. Only once had a comeback - it was a good laptop and I made a profit - the owner came back after 10 months and kicked up a fuss. I told him I'd buy him a laptop of the same spec. as soon as he paid me the bill or I could give him the difference between the bill and what I got for the laptop - which he took - I even stopped him the €15 for the classifed ad to sell it