Oct
21

So a Customer walks into a Computer Store and…

So a customer walks into a computer store and tells us that he has a problem with his HDMI port on his laptop not producing any sound on his monitor with built in speakers. We tell him we can take a look at it and he checks it in. We explain that in order to fix the problem we will have to check the hardware and software. We end up fixing the problem and the customer doesn’t want us to fix it because his boss won’t pay for it. The customer puts the boss on the phone and he explains that he doesn’t want to get charged for the work. I am at a loss at this point because at no time did we deal with this other person(the boss). The boss didn’t sign the worksheet at check in time and at no time did we know that this other person even existed. Somehow we ended up getting in the middle of things between the employee and employer. We end up undoing the repairs and telling the customer to come in and get the computer. You bring in a computer to have the software problem fixed and we fix it and you don’t want us to fix it. Why did you bring it in or have us repair it if you didn’t want it done? Why waste our time and your time? I don’t get it. When working on software you usually need to fix the problem without a diagnostic because you end up fixing the problem while you working on the problem.

Feb
18

Customer falls on computer and wants warranty

smashed

A customer came in with a computer that was crushed. The customer fell down with the computer in his hands and he landed on the computer. We just rebuilt the computer 2 weeks before. He requested that we look at it and see what we could do. So we check it in and diagnose the computer. The case is destroyed and the motherboard is damaged. The customer is expecting warranty repair on the system because he told me as much. I told him that we would look at the computer and see what the problems are. He is a very good customer that we have been doing business with for along time. My choices are call him and tell him all of the problems with the pc and make him pay for everything and lose him as a customer or take care of the motherboard under warranty and charge him for the labor and the case and keep him as a customer. I will be going with option 2, but what would you do? Better to break even on it and keep him as a customer than to lose any future business.

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