kimsland
In Runtime
- Messages
- 255
Hey because Keyboard Cowboy posted a good example of customer experience, I'll put one in:
Customer: here is my computer it keeps "freezing" up, when I play games
Me: I'll need to run some tests, and let you know. There is a set minimum $50 cost, not including any required hardware
Customer: thanks I'll leave it with you, please let me know before replacing any possible hardware
Me: Ok
Testing: Malware; Checkdisk; Driver/software/Windows Updates; programs starting; Programs installed; Testing the "games" so forth... ~1 to 2 hrs on bench
All tests come out ok, no Issue with software. Issue seems to be hardware related. Start testing Ram with Memtest
As soon as testing Ram, fault found to be faulty single Ram card, many errors reported
Rang customer to inform Ram card replacement, and also possible increase in Ram amount
Me: The fault is with your Memory "Ram" card, it will need to be replaced
Customer: my son has just ordered two Ram cards so I don't need you to replace them
Me: That's lucky. OK then that'll be $50 (even though it was on the bench for ~ 2 Hrs)
Customer: What for? I could have worked out the fault myself or fixed it just by putting the new Ram cards in!
Me: Yes but you didn't know it was the Ram, otherwise you wouldn't had brought it to me
Customer: So, for your 5mins of work, you expect me to pay $50??
Me: It took 2Hrs, of testing until I found the fault, and yes.
Customer: but I could have fixed it in 5mins myself, do you know what you're doing?
Me: I have created a report for you, it will be a minimum $50 charge as stated to you already
Customer: I won't be going to you again!
Me: That's your choice.
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Oh, just thought of another even better one
Customer: I need my Windows re-installed on my new drive, my old drive has died
(Customer hands over Computer and a "standard" Windows Setup Disc only)
Me: It will take ~approx 3hrs to the job, you will be charged exactly $120 (as usual - cheap)
Customer: No it doesn't ! It takes about 20mins to install Windows
Me: Once Windows is installed, all your drivers require updating and Windows Service Packs and further Windows Updates completed (not including many other areas: Adobe; Optimizing; Antivirus so forth)
Customer: What a joke! I just need you to install Windows only! Not this other stuff
Me: I can't help you (knowing he definitely will not be satisfied with "Windows only") You will need to take it someone else that can do it for you
Customer: At that price; I'd rather do it myself
Note: The customer's computer was seen, by me 2 weeks later, for Malware removal, as he had forgotten to install Antivirus software
After some negotiation the computer was clean installed, the customer paid $150 due to some data backup
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But just on that "joke" reference part
Most people do not understand how much time and work is involved servicing/updating a computer
I have had many people say to me that only takes a few mins to do. They have no idea
The "20 minute" Windows install, always makes me laugh though (even if the customer had a "Restore" disc)
So anyone else..
Customer: here is my computer it keeps "freezing" up, when I play games
Me: I'll need to run some tests, and let you know. There is a set minimum $50 cost, not including any required hardware
Customer: thanks I'll leave it with you, please let me know before replacing any possible hardware
Me: Ok
Testing: Malware; Checkdisk; Driver/software/Windows Updates; programs starting; Programs installed; Testing the "games" so forth... ~1 to 2 hrs on bench
All tests come out ok, no Issue with software. Issue seems to be hardware related. Start testing Ram with Memtest
As soon as testing Ram, fault found to be faulty single Ram card, many errors reported
Rang customer to inform Ram card replacement, and also possible increase in Ram amount
Me: The fault is with your Memory "Ram" card, it will need to be replaced
Customer: my son has just ordered two Ram cards so I don't need you to replace them
Me: That's lucky. OK then that'll be $50 (even though it was on the bench for ~ 2 Hrs)
Customer: What for? I could have worked out the fault myself or fixed it just by putting the new Ram cards in!
Me: Yes but you didn't know it was the Ram, otherwise you wouldn't had brought it to me
Customer: So, for your 5mins of work, you expect me to pay $50??
Me: It took 2Hrs, of testing until I found the fault, and yes.
Customer: but I could have fixed it in 5mins myself, do you know what you're doing?
Me: I have created a report for you, it will be a minimum $50 charge as stated to you already
Customer: I won't be going to you again!
Me: That's your choice.
---------------------
Oh, just thought of another even better one
Customer: I need my Windows re-installed on my new drive, my old drive has died
(Customer hands over Computer and a "standard" Windows Setup Disc only)
Me: It will take ~approx 3hrs to the job, you will be charged exactly $120 (as usual - cheap)
Customer: No it doesn't ! It takes about 20mins to install Windows
Me: Once Windows is installed, all your drivers require updating and Windows Service Packs and further Windows Updates completed (not including many other areas: Adobe; Optimizing; Antivirus so forth)
Customer: What a joke! I just need you to install Windows only! Not this other stuff
Me: I can't help you (knowing he definitely will not be satisfied with "Windows only") You will need to take it someone else that can do it for you
Customer: At that price; I'd rather do it myself
Note: The customer's computer was seen, by me 2 weeks later, for Malware removal, as he had forgotten to install Antivirus software
After some negotiation the computer was clean installed, the customer paid $150 due to some data backup
---------------------
But just on that "joke" reference part
Most people do not understand how much time and work is involved servicing/updating a computer
I have had many people say to me that only takes a few mins to do. They have no idea
The "20 minute" Windows install, always makes me laugh though (even if the customer had a "Restore" disc)
So anyone else..