When the customer calls after service with another issue.

[bagellad]

I have been getting this a lot lately.

Like I did a virus removal a few weeks ago, now today the guy calls and tells me that his daughter was on the computer, and it froze and she restarted and now they can't get into windows... so they cal me and want me to come over.. I suggest an appointment but they respond "I can't pay $75 bucks every two weeks!!!!"

Or I have a customer who was very angry that he downloads a virus every couple months, he ranted about how he felt he was on a service contract and said he might "Give me one more try".... geez right? Ive really tried everything to stop him from getting viruses, but he is really dedicated.

Although the times are close together the issues are separate.. but they always seem to want this under warranty work?

Of course I have been saying no and explaining its a different issue but I feel they still blame me, on some level.

I don't know what has been up with this month.. they must have been putting something in the water. Everyone is a little uppity.

 

[vdub12]

I see this a lot to.

Depending on the customer and the problem I make the call. If its something supper simple I just fix it and explain that even though this was not related to the original problem I am taking care of it, then chalk it up to cost of providing good service. I also track my lost hours and write them off at the end of the year.

If the problem is more complicated. Like you fixed a virus a week ago and there hard drive fails. You need to explain that its an isolated incident and you need to charge for it. You may even offer them a discount because there a returning customer.

 

[xxsilk109xx]

I dont really have a warranty statement per say. But I do try to help customers out whenever possible. But if its virus related, I usually will open up ccleaner in front of them and then go to the part where it shows the websites visited and I usually find some suspect stuff in there. Also, If I find ANY p2p software the "warranty" is off the table altogether. I dont really warranty anything after it leaves my store becuase I cant be responsible for everything they do or dont know that they do on a computer. Especially if younger people are using it like kids and such.

I agree with Vdub about how if its a virus you fix and then the HD or RAM or PS fails, its just a coincidence that you could not have avoided.

But I have one customer who about every month brings me his laptop and it always has a virus on it and the past two times I have cleaned it for free for him, mainly just running the scanners, but he says when he does it his computer freezes up. I only do it for this guy because his wife owns a car dealership and im her IT guy and so she send ALOT of business my way..