What do you do!

[Bumper Bender]

In the following situation what would you do

Customer brings in laptop for screen clip repair, tech tells client will look at laptop but don't need ac power adapter and are certain that they gave it back to the client on the day, Client picks up laptop 1 week later and is back later in the day for the ac power adapter tech assumes one sitting on the shelf is correct one (only one not with a laptop) but it is a different voltage client takes adapter home and can not get laptop too boot, client then returns again and we search office for correct adapter.

Unable to locate correct adapter so imform the client we will look again after hours, next day no adapter found (we have box of spares because we don't throw them out)

client phones up 3/4 through the conversation client asks for my name and then the company i'm working for after asnwering these questions client imforms be that the conversation has been recorded and if they don't get the correct adapter on monday they will contact a national tv program that reports/ publicly shames shoddy businesses e.t.c and conversation pretty much end's

Now client told tech that the laptop was bought at a garage sale for $5.00 Yes $5.00 it is a P1 Compaq built between 95-98 so at least 10 years old,

Client stated that they didn't like being "accussed" of taking the adapter home

asked Tech several times he was sure that he gave it back and gave me the reason for it

why searh the office looking if tech was sure that client had it? we belive that mistakes are always possible so we like to do our best to make sure that we are not inconviencing the client by not checking

So i know my next plan of action and the one after that, usually something like this is not even worthy of noting (just get another adapter) but the threat to go to a tv program that needs a lot of complaints about a company/individual or a really serious issue before they will even investigate says to me that they are trying a dodgy one hell i could even give them $10 and they would have made money on the purchase Once again What Would You Do!

 

[14049752]

I've only had a "lost" part once, thankfully.

First, what I would recommend is making a "Check-in" sheet, then having your customers sign off on what they left with you. If your tech opts to not keep a power adapter (I always ask for the adapter, regardless of what I'm doing with the system) it would have been noted on the sheet, and then the customer would have to sign off on it. That's, of course, to prevent any problems in the future.

Anyway, dealing with it after it happens, lost or not even given to you: I'd have offered to replace the adapter pretty much right off the bat. When I had a customer say that I didn't return his, I asked him to double check in his car and around his home (He brought me an adapter, but it was for a toy of some sort and didn't fit the laptop...I told him that, but he was sure he brought the right one). Anyway, I looked around my shop, gave him about half an hour to check around his home, then called him. He found the original, but if he hadn't, I would have ordered him a new one right away.
Sure, it'd cost me maybe $30-50 or so, but I'd rather do right by the customer and not get into an argument over who's fault it was.

I'd be VERY unhappy with a customer that threatens to go to a TV station without giving me a chance to resolve the problem, and probably wouldn't want to keep them as a customer if that's their attitude, but I'd still try to resolve the issue as easily as possible.

 

[Simmy]

The easiest solution ufortunately is to bend over and take it. His threats of going to a TV program are pathetic and laughable. If you are 100% sure then you could stick to your guns. It would be easier to take this one on the chin though and setup a "Check-in" sheet like 14049752 suggested.

Do you have a CCTV camera in your shop? It might be worth getting a decent camera with a built in microphone to backup these types of situations.

 

[Bumper Bender]

The easiest solution ufortunately is to bend over and take it. His threats of going to a TV program are pathetic and laughable. If you are 100% sure then you could stick to your guns. It would be easier to take this one on the chin though and setup a "Check-in" sheet like 14049752 suggested.

Do you have a CCTV camera in your shop? It might be worth getting a decent camera with a built in microphone to backup these types of situations.

Yes i do have a CCTV in shop unfortunately it does not show positivive id of client taking adapter out of shop and my deciasion

The adapter in my $ is around $160 (compaq nz) and is worth way more than any second hand laptop i can source

When i joined www.technibble.com i wonered how i would be able to contribute and now i know. Yes a i agree to pay the bill sign sheet is good but you need a disclaimer sheet that goes more indepth and i i talked to my lawyer today who sugested i replace said adapter, and if i offer replacement laptop that i put forward a form to customer that states that this is a replacement for a "misplaced" adapter and we will not absorb any further issues with said laptop, I have been in the computer repair business as a business for 5 years and this is the first upset i have had to deal on this sort of Bs***

Leason learned here after 5 years is that the simplest problem if dealt with before it can even become an issue is to have dealt with it in a legal sense and after looking at my sheet which say's that they will pay i have nothing in terms of goods

what i'm going to do and what i'd really like to do are two different things in this situation!

 

[cmonova]

pay

Very simple...pay him....Not worth the effort to go back and forth. Pay him, write it off and make sure you tell him that you will no longer do business with him. Will he do the TV deal...no.....They would laugh at him i'm sure...But, get it done with.

 

[merlin]

I'm not sure what the laws are in New Zealand, but here in the US, there are laws against recording telephone conversations without informing the other party (See "Monica Lewinsky and Linda Tripp.") Depending on the state in which you reside in, it's either a "one-party consent" or a "two-party consent" law.

Like the other respondents stated, this client is probably bluffing about going to the TV station, but if you want to have a little fun and give your client a dose of his own medicine, (and of course, if the law is on your side) threaten him right back...

Good luck in your decision.

 

[Bumper Bender]

The law in NZ states that when recording a conversation you have to tell someone at the beginning of the conversation which i knew at the time but i didn't tell them that law i thought i'll just keep that little bit of info for myself

I know they are bluffing and it's sad but the easiest option so far is to replace with second hand laptop, iwas also advised give them a box of choc's say sorry for misplacement/inconvience and be polite, don't say anything about them no longer being a client make sure the form they sign say's that the replcaement is a as is where is

I'm also looking into all aspects of if they want to turn nasty putting it all back on them i.e get tech to write that they took it home, check with police to see if laptop was stolen, document all conversations e.t.c, tell them they now are to no longer to talk to me talk to my lawyer, get "bully" letter from lawyer and other things as well

My bottom line here is that whilst they can affect me more than i can affect them they probably already have a bad name around town (do you listen to someone you know is dodgy?) and if they won't accept laptop replacement then i will replace adapter and then as a last resort give them the big FO

 

[Nathan H]

Personally, Based on what you have said, I wouldn't replace the adaptor, let alone the laptop. (I always get my customers to sign a disclaimer before I touch their equipment)

I would let the customer go, sure he'll bad mouth you to a few people, but his friends and family probably know what sort of person he is and therefore won't put much stock in what he says.

If this happens then the shoe is on the other foot and you can sue him for deformation of character and slander, loss of business etc.....

If you bow down, then you set a president and everyone will take advantage, and then when he tell his Friend how he made a mug out of you and got a rare adaptor for free, then his mates will try it as well.

IMO take a hard line, but in future get them to sign something.

If for arguments sake this chap does go to a TV station and they do, do a story on you, then, as you were never informed about the recording, and have not had a reasonable chance to rectify the issue, then if any negative publicity is given, then, you can sue them for deformation of character and slander, loss of business etc.....

 

[14049752]

you can sue him for deformation of character and slander, loss of business etc.....

I'm not a lawyer, but it's a lot harder to sue for defamation of character, slander, and loss of business than you think. Someone giving a bad review to their friends and family WILL NOT be considered slander by most US courts, especially if you did nothing to try to remedy the situation.

Besides, if it DOES go to court for that, consider legal expenses vs replacing a power adapter. If you lose, which in this case I'm sure you would, you're losing big.

 

[MHCG]

I'd blame it on a misunderstanding, replace the adapter and leave it at that. Lesson learned... Document what the customer gives you.

 

[Bumper Bender]

Slight turn of events this afternoon just as i was about to assemble a second hand laptop for the client i had a nagging in my mind "check the cameras, check the cameras" so i did and it proved inconclusive to them leaving with said adapter, then i checked them bringing the notebook and adapter in as i had already done before but then i noticed that the adapter had a nice bright white sticker on it and the adapter the tech had given client was a fairly new adapter with a bright white sticker on it and the cords came out at the same place which all the other adapters on my bench did not, so i decided to plug in the over voltage adapter (what have i got to lose) and turned the laptop on and it booted, so back of latop says 16V max their adapter is 20V 2.5A so no case for any more BS from them all though i will talk to tech who was certain that he had given it back but i assume this was after we searched and that the adapter was obviously not at our place of work and the logical assumption would be that the client had it which it turns out that they did

So lesson learned here identify all goods brought in, don't assume that client has brought correct parts for computers/laptops

and a follow up note when i rang to tell client that they were given the correct adapter the person who answered said nobody by that name lived there so i asked about the last name to which i was told that they did not know that name, so i checked the numbers given checked the address and redialed the number same person answered and i asked for the same person again to which i got the same reply as before but then i asked if they lived at 9 thinkofaname street = Yes they did and i asked for another name that i had been given and was told that they were asleep (same last name), told the person that i was the computer guy to which they replied that they knew nothing about any computer guy and nor would the guy asleep, i will now wait till tomorrow when we are open for client to return and will be interesting to hear what BS she sprouts when i show her the laptop running off said adapter

 

[Bumper Bender]

Client has now been and gone i kept it polite but firm and upon telling them that it was their adapter and seeing it going they accepeted it without issue they even apoligised but then said "if the technician hadn't called me a liar e.t.c" to which i had no reply just kept my mouth shut and temper down let her talk and then they left!