We operate a free estimate system, first in first out. we require they check-in the system to get their computer/unit in line. On the average we have 20-45 units constantly with a week (not including weekends) turn time. We are very thorough and are very well known for it here as well as our good service. I have heard lately that a week seems excessive. Is this normal for some of you?
What is your avg time for an est?
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RichmondTech
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I have found that when you offer anything for free (estimates, tune-ups, diagnostics, etc) you tend to end up doing a lot of that (as you have shown). I charge for everything I do because I want my customer to have a little skin in the game as well and not get a bunch of people that want free diagnostics but won't bother spending the money with you to get it fixed. Not to say this can't be a low cost service (it's the lowest price in my shop), but you should collect something for it.
My idea of a free estimate is when someone asks what it will cost to make their computer run faster I quickly add up the cost of parts and labor and rattle off a number within 30 seconds.
My idea of a free estimate is when someone asks what it will cost to make their computer run faster I quickly add up the cost of parts and labor and rattle off a number within 30 seconds.
I agree in the idea that we also should charge for our time to look at it, however, in our area the "free estimate" brings in quite a bit of work. rarely does someone actually pick it up without a repair. The office stores and Best Buy have such a high diag fee that most come to us. We see many systems with the pink Best Buy tag, or the Staples folder that end up coming to us. Most in our area are willing to wait for the Free part. It is kind of odd to me since I come from a large city.
Martyn
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I think that is the downside of "free" it brings in a lot of business but managing it is the problem you are alluding to. Two things come to mind, maybe you need another tech(s) and also if people question the time wait you could offer a 'priority diagnostic' facility whereby they pay a fee and jump the queue. 
. So a free diagnostic is up to 7 days and a paid one is whatever you decide.
. So a free diagnostic is up to 7 days and a paid one is whatever you decide.
I guess it depends on the patience of your customers. I usually take just as long because like you, I like to be thorough, and also I am a one-person operation. I could move things along faster if I had help or never did anything for my kids, but neither of those is an option.
I suppose my speed has irritated people from time to time but I notice they always come back...
It's like those venn diagrams I see around the internet about graphic design...one circle is "cheap," the next is "great," and the final is "fast." Where they all intersect is fantasyland...so, you can pick two but you will not get three.
Anyway it sounds like you have enough machines coming in to justify adding another tech!
I suppose my speed has irritated people from time to time but I notice they always come back...
It's like those venn diagrams I see around the internet about graphic design...one circle is "cheap," the next is "great," and the final is "fast." Where they all intersect is fantasyland...so, you can pick two but you will not get three.
Anyway it sounds like you have enough machines coming in to justify adding another tech!
We actually do have a Priority fee, $45. used to be $35, we got so many people paying that, that there was a priority line, and a free est line so we raised it. Can't complain about the the business. We have 3 techs, front office and a Teen part time once a week. I was just curious what everyone was experiencing with their wait times, with and without the free est
pc-quebec
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I usally return the PC fix to the customer in 24 hours. of course if I don't need to order something. Like tonight I'm reinstalling Windows in 2 pc the time I chat here. Will finish at 11:00 pm ( in 30 minutes )
PCX
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We charge a diagnostics fee up front and we are the only ones in our area who do this and our business is doing great. The diagnostics fee always goes towards the cost of repairs or services, unless they choose not to have anything done. Its just smart business. Our repairs take about 2 to 3 days in most cases as long as parts are not required. Those who consistently offer same day or next day services either have little to no business (usually for a reason) or are cutting corners and not running a full diagnostics on each computer.
kevinjhaag
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You probably figured you'd get a response from that comment. I disagree... I run a full diagnostics and sometimes can get them done same day; but definitively next day if no parts are needed. Crucial computers cannot sit for more than a day or two for some customers (or they may lose production/money due to it). Multi-tasking is key. I work on 4-5 computers at the same time when I'm in the shop. What diagnostics do you run that takes all day? I have used a few in my years and I haven't ran one that takes all day. I've ran PC-Doctor and even that one doesn't take all day and its pretty complete. And not every diagnostics test needs to be ran either. I can run a diagnostics on crucial parts within 2-3 hours or less, if I want.
But then, maybe you get more computers in your shop in a day than I do because of location and population and not due to little to no business. I live in a small town surrounded by mainly rural community with other small towns within a few miles of each other. If I get more than 5 a day, then I agree that I couldn't get each one done with a fast turnaround of course. Maybe more like 2, 3, or 4 days then. It all depends on what needs to be done to each computer, how much bench space you have, and how many you can work on at one time really. So.... Tell us....What diagnostics software do you use that takes so long? I'm curious.
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PCX
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You misunderstood me. When I said same day or next day, I was referring to both a full diagnostics and repairs.
Anyways, I test everything, period.
HDD: Extended 2-4 hours depending on size. If it fails short test, then done.
Memory: 8 hours, memtest86+. This can be more depending on if a memory module or stick fails and depending on the amount of memory.
Motherboard: Usually only takes 1-2 hours.
Other hardware: Depends on what it is and whats wrong.
Troubleshooting: Same as above.
And yes, we are often times working on 10+ computers at a time.
Also, to clarify, 2 - 3 days is standard, but often times we get things done in 2 (next day). Just depends on when the computer comes in.
And I still stand by my comment, those who consistently offer same day or next day service, either has little to no work load, or are cutting corners.
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RegEdit
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Geek Squad charges $70.00 for a diagnostic. I charge half of that. When someone describes the problem(s) they are having I will give them an estimate as to what I think might be going on with their computer. In some cases if what they are describing to me appears to likely be a bad motherboard, then they might decide that it's not even worth repairing. But that conversation happens over the phone so I don't waste much time on it.
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