Can I get your opinions on something? (Kinda long)

[Jugernot]

First off, I know this is long, but I really need your opinions! Thanks

I sold a system to a couple last year at the beginning of August and it has been a constant hassle ever since for both of us. I have easily been OVER there a dozen times (seriously) to fix various problems, infact I just got called over today (Am replacing CPU fan tomorrow and case next week). I have owned my a small computer business for the past 3 years and these are the first customers that have had these kind of problems.

Some of the problem are due to their computer desk and room temp, the computer is enclosed in a computer desk with a sealed compartment in a room that is around 85F. But to combat overheating, I have added several fans to the case for cooling which seem to be doing a OK job. Also I found out that their infant son sometime turns the computer off while they are working on it and pulls plugs when it is on. I have brought it to the shop to work on it before and have run it for a week straight burning it in and it never crashed once!

The most prominent problem is a "No video detected" which happens around every two months. Everytime I have to go over and open up the case and blam it magically works again.

I have replaced:

Motherboard
Video Card
Modem
HS/F
Power Supply
Memory
HD and FDD cables

Anyway, tonight they asked if they could have a refund on the tower only. I'm still thinking about it because as everyone knows, computer are obsolete the day you buy it.

Here is the computer:
Celeron 400MHz PPGA with Slotket and large HS/F
128megs PC100 SDRAM
Riva TNT 16meg AGP
Generic 48X CDROM
Jetway BXAN Intel BX Modo
Amjet X2 ISA modem (nonwinmodem)
Yamaha PCI Sound Card
Western Digital 6.4gig
3.5" Floppy
------------------------
My cost of these components was around $650 in August 99.

First of all, would you give them a refund? If yes, how much? I was thinking around $300?

Almost everyone of my customer has been a repeat because I build good computers, not crap. These are the ONLY people I have ever had a problem with other than the usual questions.

So to sum up, I built a system that has had constant problem ever since I sold it. I think it is the environment that is causing the problems because I have tried the computer elsewhere and it works great. The customers have asked for a refund for the tower (Case, CPU, Memory, etc) after a year of owning the computer. I paid out of my pocket $650 last year, should I buy it back from them?

I fear if I don't buy it back, I will be fixing problems forever.

btw: The warranty on the computer is 1 year. Should I still work on the computer for free even after the warranty period has expired because of previous problems?

Thanks for the taking the time to read this, sorry about the length!

I need you advice! PLLLLLEEEEAAAAASSSSEEE!!!

Joe

 

[thorin]

This may seem silly but have you tried putting it on a UPS or good surge protector?

Also if their infant is unplugging things and turning the power off while their working, I think it's fair that you suggest moving the comp to another room. Or kicking the kid in the ass (to be blunt....you can be more PC about it).

How big is your business, can you really afford to buy it back? Will they leave you alone after you do? Or are you building something else for them after? How big is the area you support (can they're talk help and/or harm you?)? If you buy it back is it a total loss or are there somethings you can resell (sound card, hd, etc...)?

Thorin

 

[HannibalX]

No way, if the problem was there the day they got it, it's their job to send it back pronto, not use it FREE for a year, and then want their cash back.

Their sh1t out of luck IMHO.

 

[Vich]

Jugernot believe it or not i get that no video detected crap also.

Ill just reboot after a crash or something and the monitor will say "Monitor is in power safe mode"


I go ahh damn, i open up the case and i touch a couple things and blam it works...

i am on a p3 733eb
256mb ram
aopen mb. 133 not 133a

 

[Jugernot]

Thorin,

No I haven't really thought about there power being bad because I built a system their for next door neighbors (they all live in a 4 family building) and they have never had a problem.

I have suggested they move the computer, but they won't. Their solution was the desk, but I think it did more harm than good.

To you question about the size of my business, no I can't really afford to absorb the cost. I own the business and do ALL of the work. If I end up buying it back it'll be a total loss, I'll probably just use the parts for testing.

Trinitron,

That is what I told them when they asked. If they had asked a month after they recieved it, I would have refuned their money. Their compute isn't worth much now, so I'm not sure what I want to do.

Vich,

I know, mine does sometimes too, but they just don't want to hear that! I told them that overheating can cause instability in a system one time and when I got home I had a message from a friend that said they called him asking questions about my competence.

 

[HannibalX]

Nah Vich's prolly does that cus he is a moron.

 

[GL]

They obviously don't think you're competent and they're probably REALLY pissed at you. That being said, they cannot store a computer in a poorly ventilated area and expect it to run properly. Give them print-outs from the Internet backing up your claims. Once the 1 year warranty is over, let them know you will charge them an hourly rate for servicing the computer. Don't refund the money. Let them know you will furnish a similarly configured system if they want the current one replaced but you are under no obligation (assuming it is a standard warranty) to give them back their money. I'm sure you can trade with somebody on this forum and get yourself equivalent parts.

When you do service this computer, setup the computer in a place where it will work and tell them to run it there. If they insist on running it in that desk of theirs, let them know they should consider purchasing a Kryotech Renegade or another case with really good cooling. I can't say the brands for the parts you used were top notch - and that's probably one reason the system is failing - but if they want their current system working in the environment they're in, they'll need a much more substantial cooling system.

-GL

 

[Ulysses]

If I were you I would be more concerned with the annoyance of all this and your rep if you get into a hassle with them and they bad mouth you or sue you.

So I'd tend to recommend buying the PC back from them, so to speak, so they feel treated fairly and you are rid of them. At what price I don't know. I would think you would be glad to be rid of them for $300 or so.

 

[NaughtyusMaximus]

Also, you might think about adding a clause into whatever contract you have people sign when you sell them a computer to make sure that they realize what amount of time you will refund systems on.

 

[Redwingsguy]

I say no dont refund it, just try to follow BB's policy 14days opened no questions asked refund, 30days trade in if theres a problem. Its insane that they get free services and want a refund now cuz its getting out of date!

 

[Sluggo]

Kind of a tough one. The biggest problem is that if you buy theirs back, you may get calls from everyone they know wanting theirs bought back as well. Of course if you dont buy it back there is a possibility they could sue you under a lemon law if your state has such a thing. You might think about something around these lines....offer to replace the vid card and power supply (or whatever part they think is the problem) saying that you think it the cause of the problems is heat related, and that the excess heat has permanently damaged these parts. Tell them in no uncertain terms that if they continue to operate the computer in an unfriendly,enclosed environment, and continue to allow non-qualified persons (the kid) access to their computer, that you will consider all other service calls billable under the term "mis-use and abuse" get them to sign a piece of paper agreeing to that. Of course good luck, since they probably wouldn't do it. The best course of action is going to be bite the bullet and give 'em their money back. Under no circumstances offer to only buy back part of the system, tell them if you are buying back, you want to make sure they are completely satisfied with your business ethics and you have to buy back the whole system. They arent going to want to do this, since replacing it will cost them more money out of their pocket, and you can always say "well i tried to make it right." If you don'tbuy back the whole system they are going to call you later and say that the moniter is crappy, come and work on it, you will never be rid of them. Give them what you have to to keep a friendly customer. If they start bad-mouthing your business practices to anybody who will listen, in the long run it is going to cost you tons more money. Of course all is not lost, since you were such a good guy, guess who they are going to be calling in the future when the kids grows up some and really starts tearing up their new computer. Who are they going to call in a year when their HP, Dell, or Gateway fries in that little stinkhole they are sticking it in. They are going to call you, and you can stick them for about $75 or more an hour to work on their stuff, and you can shake your head the whole time, telling them how the big companies just don't build nice stuff anymore.