Computer repair shop woes

[Gunbuster]

Keep in mind that a lot of big shops that are tied to large sales entities are held to standards that can almost never be reached.

They are

#1. Computer is fixed right the first time.

#2. Total turn time must be under 7ish days (this includes shipping time to a service center)

#3. Cost of repair must to be low. They want like $15 per job (you cant fix a PC for the cost of 2 extra value meals)

#4. Tech must produce x number or complete units a day (When a manager is telling you you need to produce more and the customer is a state away what do you think will suffer?)

They (corporate crack heads) expect this all to happen with them making tons of money from service and customers being so happy they send us thank you cards.

Ummm NO

First: It's super hard to fix a unit when the store sends it in with a tag that says "locks up at random" or "no power, but by the way 17 other things did not work before that"

Second: Non warranty parts come form PC Service Source (scrap pimps)
and the part we get is always broken or just wrong (but the brother label printer says it's the right part)

Third: Corporate wont let us stock local parts we need because they might become "dead" stock and they would loose money

Fourth: A lot of the vendors now don't give a flying fu*k about giving support even when it's in factory warranty and then they get pissed at us when we cant fix their customers machine.

Now fix 10 unit's under this system and Corporate or management will say ok now do 14

Service is not a easy place to make money. Do little shops make money? I know the place I work will be glad to make $1

 

[damocles]

In a similar vein. I was in a Department store today and over heard their senior computer sales person say

'well, IBM is your best best. An IBM systems is 30% faster than an identical system bought from an independent computer shop, because those retailers mix and match pieces and dont build streamlined systems. Compaqs are 20% faster and HP 15%.'
Man i hate this kind of BS. I know he could by done for that sort of spiel. But you hear similar crap everytime you go into stores that sell package systems

 

[BoberFett]

compuwiz and Modus

LOL. I know where you're coming from compuwiz. The saying that says "The customer is always right" conveniently ignores the fact that "Most customers are ignorant @ssholes".

There have been times that I severely regret trying to start my own shop.

 

[Hyper99]

I think they be better off going to Best Buy and paying a s--t
load for assembling their pc could be as much as 120 bucks to say the least.
Computer shop does it for 30 bucks and they sell cheap component too
Best Buy is Best Buy
They couldn't could they hehe, I seen them come out looking pretty
happy paying all the extra money, making comment like these " Excellent Job!, I am completely satisfied!"
LOFL
Some don't mind to pay alot for assembling it cause money is no object to them.
Funny thing is there is numerous people going to best buy to
get their computers upgraded, or add component
Sheesh, OK with me if the person having it done is pleased
Yeap pay full retail price for dimm say 32meg for 59.99
and then yes and then another 45 on top of that to install it.
LOFL
That the minimum price already, could be more cause they are sky high
due to the high overhead and that how they get rich $$$

 

[MrChicken]

Modus,

I'v got a cold and this,
"No, he was killed trying to swallow an ice cube."
sent me into a fit of coughing that almost killed me!

And OMFG, I could not count the number of times people have asked to resolve a problem with their pirated software that they dont have the install media for. If you are going to steal the software, at least get a copy of the disks or cd....

 

[jamarno]

Gunbuster, cables do fall out because somebody yanked on one while installing or removing something else in the computer, and IDE and floppy cables get damaged because it's usually much easier to pull on the cable itself than on the connector.

Tests like PC World's may be rigged, but they're perfectly valid, and I can't imagine an even halfway decent tech not checking for bad cables and connections as one of his or her first tasks. We give similar rigged tests when we interview techs (non-computer) to screen out the worst of the incompetents.

 

[Modus]

MrChicken,

Yes, it was quite the spectacle. That particular ice cube was unusually sharp and the corners caused quite a havoc as the customer's friend tried to swallow it down. The laceration, the pain, the bleeding, the screaming and flailing, the gurgling and gasping -- a sight to remember.

Of course, the customer asked me for the recipe for ice cubes so that such a tragedy would never happen again.

Modus

 

[Dameon]

As a tech in progress of getting my MCSE who has been doing computer stuff since age 5 and now works for a major computer corporation, I'd like to add some thoughts to this discussion.

1) I agree that customer demands for cheap PC's and cheap service are destroying the industry and creating these problems. I remember the days of $2000 to get a decent computer system. The masses have spoken, and have made it clearby voting with their pocketbooks:

1) They don't mind onboard video / audio / and Winmodems
2) They don't want to pay more than $1000 for the total package combined. (PC, monitor, and printer)
3) Technical support means nothing as they'll never have to use it.

All of this can be seen in the explosive growth of cheap machines such as E-Machines. They offer only 14 days of tech support. After that, it's pay per call. Sadly, even in my own company changes have taken place that are turning tech support into a nightmare. They have stopped hiring knowledgeable techs, and now hire mindless peons who have pleasant voices. Case and point - the hiring exam they take now asks them to choose which is the computer component among the group. 20% misidentified and could not pick out a modem from a rabbit, a tape recorder, and a TV. These people were STILL HIRED! Now they only want cheap technicians they can train to read a script and that will not deviate from it. All of this is because the public has made a decision, saying that they demand cheap systems. Well, this is what they get.... crap for service. I have completely stopped working with home and small business customers because of this. Major corporations overall have learned that the lowest price is not necessarily the best deal. They will pay for warranty service and for somewhat competent people to run their systems. Home customers voted with their pocketbooks and voted in a system that I can't tolerate and won't be a part of anymore.

As for CompuWiz, I'd reccomend this:

Offer to format and reinstall the OS and software YOU provided.
If the system is stable in the "factory configuration", explain to them that this is the condition in which the system is warranted. Any changes you make to the system from this point are not your responsibility to support or warranty. If you want... offer to support third party software issues on a fee basis or upgrade the video card. However, get a lawyer if you plan on building anymore systems and write out your warranty policy. This is exactly why I will NOT build or support systems for family / friends anymore. I looked into legal issues and decided to stop.

Explain to her that by saying she wanted a "Business system" is like telling a car salesman "I just want something to get me to and from work". Now she's getting angry that the Kia he sold her doesn't accelerate very well to highway speeds. She miscommunicated her needs... and that is NOT your fault. However, in the future, I'd reccomend probing customers thoroughly if you do small sales ESPECIALLY to women... as female customers in general aren't going to list off every component they want in the box.

 

[andrey]

Why do they think people who get paid only $7-$10 an hour will have enough knowledge to troublshoot complicated problems? People who actually know how to troubleshoot computers correctly, most likely won't work in BestBuy or other retail stores, they will be there, where they can earn $20/hour as a minimum.

 

[Sir Fredrick]

while I agree with the general consensus here, I had to point out a glaring omission in Modus's example.
instead of:
"OK, well I'm not sure what I can tell you."

At this point how about:

"Well, we have Office 2000 available for $xxx, I can install that for you instead."
or
"Staples has Office for $xxx, if you go purchase it from them I can install it for you, and attempt to recover your documents."

You can usually work something out.

 

[Pete]

Modus, that was the funniest thing I've read on this BBS in a while. And as we all know, it's funny 'cause it's true .

 

[Adul]

So scary that it is true. I work on fixing comps on the side, mainly for co workers. So far I have not had to many problems when fixing a system. I can usualy get it working stable for them once I am done with it. Though i do take my time to do it right, but I fear one of these days it will come back and bite me.

 

[Modus]

Sir Fredrick,

Ah, but you're forgetting something. The customer bought a mousepad six years ago. That entitles him to free tech support for life, no charge software reinstallation for his pirated programs, guaranteed repairs, a full body massage, and a complementary solar-powered flashlight.

Modus

 

[compuwiz1]

Sorry folks, but the rules have changed. The customer is not always right! :Q

 

[Dameon]

Just thought it was hiularious that someone mentioned this sounded like something on Dateline... well IT'S ON DATELINE NBC NOW!!!!



Hhahhahhahah! They make this CompUSA guy look like a complete igno....

 

[Midnight Rambler]

Compuwiz:

Now you know why I make most people sign a customer agreement when I build them a system - this is for the people I don't really know other than by referral or such. First they get a quote, then a finalized bill, and at delivery of system I have the "agreement" which we both sign. I make it act as my warranty agreement as well, and I also spell out the specifics under which I will void it. Threw in a mention that only software that is supplied/ordered with the system will be supported to cover that base as well.

 

[Thorn]

wiz,

Steve, don't sweat it. Be nice but firm and tell her that you can't take the system back. Do you know her personally, or only via email? If you know her personally, try and meet with her and tell her how your return policy works. Smile at her and above all be as courteous as you can be without backing down. If it's via email write her a very polite message telling her your policies, throw in a bunch of "you have my sincerest apologies" into the email as well. Either way, inform her that you'd be happy to try and help her sell the system (put it on eb@y or something) but that after 30 days you can't return any hardware that isn't actually "defective".

Tell her you can upgrade the video card and she might actually be able to get back as much as she initially paid for the system. Make her a "confidant" in this plan, speak in almost conspirital tones with her (I'm not kidding). Like most people she'll feel like she's being listened to and cared for and she'll see that you're truly trying to help her. That's all people want sometimes, a person to understand their problem.

Good luck bud!

 

[Tripleshot]

Midnight Rambler

That is a good business practice.Would you mind e-mailing a blank copy of your policy so I might impliment it it my business? I am about to get involved with a client that may pull the same stunt as that women(in fact,he is just like that women and asking me to build him a replacement system).

I realize that is presumptuous on my part and I hope you don't think ill of me for asking.

 

[ssjgokou1]

just read that article today, it's funny! I wonder where he got all the compaq's?!?!

 

[BassWriters]

Dateline had video footage of the PC World story tonight. They showed the PC World guy taking a razor, and cutting what looked to be a 1/8 inch slice in the cable powering the motherboard. It was not obvious at all visually, one would have to replace the cable with a good one and test it out. I think the test is a bit of a joke, but I do think that if the motherboard doesn't power up, you definitely should check the cable to the power supply. My concern is that all this bad PR is gonna force technicians to do multiple tests to test for highly improbable problems and prices are gonna get even more ridiculous.

Two funny moments from the show:
1: A lady goes to a Comp USA, and the gou says it's gonna be like 600 bucks, he basicly says don't bother, just go buy a new computer you'll save money.
2: At Circuit City, they charge almost 300 bucks putting in a new hard drive. This new hard drive has none of the data from the original computer so the customer is SOL. The funny part is that Circuit City issues a statement that they applaud the move because the customer leaves with a working computer. I'd be real happy spending 300 bucks for a new hard drive when the only problem was a bad cable.

Cameron