Tune up verses repair

[Pants]

If a client is not under any kind of service agreement, what is included when you "tune up" a client's computer?

If they are having issues where some functions are out right not working, or the computer is "slow", that wouldn't be considered a tune up would it? That would be more "repair".

So if you provided a service that is classified as a "tune up", what would you include, and would you repair any broken functions? Seems like a judgement call but I'm sure many would appreciate the extra effort.

However, if a client asked me for a "tune up", I would be inclined to treat it as maintenance, where nothing is being fixed, but more proactive work is being done. It gets too confusing otherwise.

 

[Krynn72]

Eh, we just have a sort of "catch all" software repair that includes tune up (registry, temps, autoruns) virus scans and removals, and then resolution of any specific issues. If they only have one specific issue they want fixed, we usually do it for a lesser charge, but that is very rare since pretty much everyone comes in asking us to make it run faster in addition to any other more specific issues. This is in a residential break fix field, not businesses usually.

 

[Moltuae]

Regardless of what it came in for, I always talk it through with the customer once I've got the computer on my bench and had a good chance to look at what it needs.

The vast majority or my customers are repeat/referred customers, so in most cases I receive the computer for repair with a list of problems and no questions about cost. On the rare occasion a customer asks about the cost beforehand, I give them a rough idea of what the cost will be based on the problems described, but emphasise that I need to properly examine the system first before I can give them an accurate quote.

Once I've seen the system, I give them my list of recommendations, from the bare minimum (such as just what is required to fix the issue) right up to all the upgrade options, such as memory upgrades and or HDD/SSD upgrades.

In most cases, a simple repair turns into full tune-up, upgrade and clean.

 

[putz]

for us, every residential or non contract pc that comes in for repair, gets a physical look over, we open the case, spray it out, and check cables and caps on the motherboard. We then run hard drive and memory tests on it.

If it boots into windows we then proceed with removing startup items and running malware scans. We have a few different apps we like to run until they all report 0 threats. Afterwards we run all windows updates, and do system cleanup things like remove temp files, reset browser settings, etc. We dont go overboard with special software and tools to do the job.

Finally we verify the problem is resolved and that the other operating system components and functions appear to be working normally. Sometimes junk that gets on the system will break other functions and they no longer work as expected.

Once we have verified everything then we give it back. Its pretty straight forward. If the repair cannot be resolved in those steps we explain to the customer that a tune-up cannot fix and we need to "overhaul" the system. basically ghost drive, wipe, reinstall, restore data and apps.

if it was a business client with no maintenance agreement, usually we would try and schedule a time where they could bring it into us, if they cannot we do go onsite and perform a more slimmed down version of the first process but charge hourly instead.

 

[cypress]

I'll look over the system first. But I will always try to upsell the tune up to either a virus removal if needed or other services. Tune up is just a baseline service for me.

 

[LifelineIT]

I'm running into this myself. About a year ago I switched to flat-rate because I kept robbing from myself charging labor, and because I feel like it's easier for customers to understand your costs if you're flat-rate.

The question is that when I do, say, a virus removal, I ALSO tune-up while I'm in there, just as part of the service (and to make sure the system is clean.)

But, if a customer just wants a tune-up, the greater probability is that they DO have some virus activity---not always though, sometimes just PUPs and BHO's and such.

So, do I advise that the reason they need a "tune-up" is because they have virus activity and are going to be charged the virus removal fee? Do I eliminate the "tune-up" as a billable and run it all under something like "total system cleanup?" I try to aim for ~$80/hour when I figure out pricing.

A repeat customer of mine was recently given a laptop. Her sister's account was the admin account, she was using guest. I needed to clear the old pass, make a new user, wipe the old user. She also wanted a tune-up. She had no real virus activity just some of the Fake-AV stuff going on. So I charged her the standard $20 password clear, plus $59 for the tune-up. I've got maybe an hour of actual labor in it, and most . (There was no data to transfer and my jazzed up D7 automated most of the rest.) That feels a little too cheap but there's nothing really else for me to charge for. Any input is welcome.

 

[Rosco]

i include a tune up with all software related repairs that are not onsite especially virus removal. This is a new thing. I recently have changed my pricing slightly for pickup(totally mobile). I basically do a flat rate of $100.00 per repair. So i throw in a tuneup with it. Pretty hands off if you have d7II. Not wasting my time and the customers really like it.

 

[atlanticjim]

I'll look over the system first. But I will always try to upsell the tune up to either a virus removal if needed or other services. Tune up is just a baseline service for me.

Tuneup is only an add-on service for me.
No one comes just for a tune up. They have a PROBLEM that they want me to FIX and I do just that. I make the diagnosis, call them and tell them I can fix it and then ask if they want me to tune it up also.
Added value = added income.

 

[ohio_grad_06]

I personally treat cleanups/tuneups as the same. So I have one flat rate that covers both things. As noted, many times when they come in slow for just a tuneup, they might have spyware on their system, so I treat them the same. Then I don't have to make multiple calls.

 

[cypress]

Tuneup is only an add-on service for me.
No one comes just for a tune up. They have a PROBLEM that they want me to FIX and I do just that. I make the diagnosis, call them and tell them I can fix it and then ask if they want me to tune it up also.
Added value = added income.

Yeah your right in there. I guess what I was trying to see is many times they will call me and say I need it to go faster, can you give it a tune up? I say I will look over it and see what is going on. 9/10 it ends up being malware removal when PUPs and Junkware are everywhere.

 

[mrapoc]

So would you say malware cleanup and a quick tuneup for say £40 or whatever. Full cleanup is a bolt-on as malware cleanup is usually always needed - another £20 we can clean out dust, check backups and update everything (etc. etc.)

I may do an initial health check for dust, temps and hdd health for £20 or something as a means to upsell another £40 malware removal.

A + B = success

or

B + A = success

The good thing for markups in my head is that one always requires the other - malware removal needs a tidy up but a tidy up needs malware removal. The bad thing is its a marketing nightmare - but selling it as a all in one price may be too high looking - but trying to do it as an addon sellup - i have no experience in

 

[GlitchGuards]

Our tune-up services are all laid out in detailed instructions to save time and $. They includes all of your standard stuff like defrag, emptying temp and all that but we also clean the PCs screen, keyboard and blow the dust out (in-shop only for the external cleaning). None of the programs or methods we use for tune-up will ever touch a virus, so that's a different charge entirely. All of the tune-up services are listed on our website if you want to check them out, but thats about the gist of it.

If they come in and say, "my computers slow" it can be a few things so we diagnose it and let them know from there what needs to be done. But to answer your last set of sentences, you're correct. A tune-up is ONLY for keeping things running as they should. Anything that's broken is a different service entirely. Same as a mechanic who's changing your oil wouldn't replace your transmission while he's under the car just for the lulz

 

[riverside]

A tune up for me is cleaning it up, optimize, removal of PUP/BHO's etc... If an actual virus is detected in this process then there is a separate charge to remove it on top of the tune up since I am flat rate except on site service.

 

[altrenda]

A tune up for me is cleaning it up, optimize, removal of PUP/BHO's etc... If an actual virus is detected in this process then there is a separate charge to remove it on top of the tune up since I am flat rate except on site service.

So is removing Conduit a Tune Up or a Virus removal. I personally like the term malware, seems more up to date and there are few actual virus these days.

I don't make a distinction between malware removal and a tune up. Almost every computer needs both, and I prefer to do the complete job and give them the machine back running as good as I can get it. That's why I prefer to charge by the hour.

 

[riverside]

So is removing Conduit a Tune Up or a Virus removal. I personally like the term malware, seems more up to date and there are few actual virus these days.

I don't make a distinction between malware removal and a tune up. Almost every computer needs both, and I prefer to do the complete job and give them the machine back running as good as I can get it. That's why I prefer to charge by the hour.

Very true, perhaps my verbiage should just be Malware/Virus Removal as a flat rate service. I guess what moves it from one to the other is the degree of difficulty in removing said malware and volume of malware on the system.

 

[mrapoc]

I've decided to push the checkup as opposed to malware by offering hard drive health check, temps, dust and clean up of screen for example. Check for updates and a health report. Ccleaner and a defrag where necessary.