Paid to tell the customer how to fix there problem

[Tech bud]

I was using Thumbtack and as you know they have a price to quote customers. I had a customer that what sounded like was an overheating system. Said the it made a loud noise and if she used her adobe products after awhile it would shut down.

Sounds like a clogged CPU, didn't say that at first as not to set that expectation and be wrong. I told her that she should bring it in for a diagnosis and it would be waived if the service is done with us. We chat longer on there and to ease her tensions as for the price of fans, I said, it depends on the fan and what needs to be order, we may just need to clean it.

She said she had to talk with the hubby and would get back to me. Then the next day came and I was just thinking I should follow up with her. But she actually messaged me saying she is looking into her schedule. Then the next day I decide to throw something at her. But she said that she went ahead and cleaned the fan herself and its working great.

She said I could charge her for the estimate and why didn't I just come and do such a simple job? But I did offer to come pick it up. I don't like to assume because customers often are wrong on what they think it is, then I'm the one taking the hit.

I didn't charge her anything, but feel butt hurt, but maybe I should as I pretty much paid to fix her problem haha

 

[Markverhyden]

Absolutely charge her. If she offered to pay your diag fee that pretty tell's you she at least understands the way things work, nothing is really free. So you'd like to stay on her radar.

Beyond that, this is what can happen these days. Between the plethora of online information and the mature nature of the PC industry many consumers have the basic skills to deal with something like blowing out the dust buffaloes.

 

[Tech bud]

In my head I'm like its fine, its super simple, but still wanted to make some money. But then again most fixes are simple, its the experience of quickly finding the issue that is hard. Going to just send her an invoice for $5 to cover the thumbtack quote costs.

 

[Markverhyden]

That's a mistake on many levels. She said she'd pay your diag fee so collect it. It's not like this is a loss leader, which usually don't work anyways, proposition. Any rate, it's your's to do as you see fit.

 

[Tech bud]

I asked for her email so I could send an invoice to her, but now she has gone silent. Go figure