Ever run into this one? At the Depot, we'll get a "concerned" parent calling in on behalf of their kid. Most of the time we can easily resolve it...but the worst parents are those that call up looking for a fight. Either the parent feels their kiddy is entitled to free/expedited services, or there's a huge miscommunication between parent and student.
Student brings their machine in to be checked out. It's an Apple, and it's gotta be sent out to them to get fixed. Customer's quoted at 5-7 business days to get it back (unless parts are on backorder, in which case all bets are off). Kid takes off. Next day parent calls up wondering why we haven't gotten the thing fixed yet.
Our process is this: machine gets checked in. It sits on the bench until a tech brings it into the queue, where it can sit for up to three days (if we are super-busy). Then the tech diagnoses the problem, and either replaces parts from stock and calls the student to have it picked up, or orders the part(s) from the manufacturer. Apple and Dell are usually really good about it, and often get parts to us the next day. Gateway...tends to be sluggish. Techs have had to hound them from time to time. After the beast is fixed, it's booted up and the tech makes sure things are working, then lets the student know it is good to go.
We've had parents call up and demand loaner laptops from us, even if their little precious dumped Budweiser all over the keyboard of their then-new MacBook or Latitude. Business School students *can* get a loaner from us, but only because the Business School had us supply the loaners in the first place. Of course there are computer labs all over campus, but the entitlement-issue students feel they are too good for labs.
Student brings their machine in to be checked out. It's an Apple, and it's gotta be sent out to them to get fixed. Customer's quoted at 5-7 business days to get it back (unless parts are on backorder, in which case all bets are off). Kid takes off. Next day parent calls up wondering why we haven't gotten the thing fixed yet.
Our process is this: machine gets checked in. It sits on the bench until a tech brings it into the queue, where it can sit for up to three days (if we are super-busy). Then the tech diagnoses the problem, and either replaces parts from stock and calls the student to have it picked up, or orders the part(s) from the manufacturer. Apple and Dell are usually really good about it, and often get parts to us the next day. Gateway...tends to be sluggish. Techs have had to hound them from time to time. After the beast is fixed, it's booted up and the tech makes sure things are working, then lets the student know it is good to go.
We've had parents call up and demand loaner laptops from us, even if their little precious dumped Budweiser all over the keyboard of their then-new MacBook or Latitude. Business School students *can* get a loaner from us, but only because the Business School had us supply the loaners in the first place. Of course there are computer labs all over campus, but the entitlement-issue students feel they are too good for labs.
Comment