But you didn't even pay?

[PenguinTech]

I work as the manager of a refurbished computer store. We sell computers and laptops as well as do repair work. (just a bit of background).
SC comes in and has a really beat up laptop that is missing it's power button and has a broken hinge. Customer asks how much is it to get the power button fixed as the ink pen he had been using no longer powers the laptop on. I look at where the button used to be, and it looks to have a small burn mark on the power board that runs along the main part that the button was connected to. my guess is he probably shorted it out completely.

This is what ensues:

Me: we have a flat rate of $75 for all Machines dropped off for service that is paid at the time of drop of and then whatever the cost of the part is can be paid for at the time of pickup.

SC: well what if I don't want to pay for the part? What if it is too expensive for me?

Me: one of the Technicians at the warehouse can call you and let you know how much the part is, and you can let them know if you want to pay for the part or just have the machine returned to the store for pickup.

SC: well do I get my $75 dollars back if I don't want to buy the part?

Me: no, that's a flat rate charge that covers the technician looking at the machine and covers the first hour of labor as well as installation of the part if you choose to have us order the part for you.

SC: but if I don't have them do nothin, then I should get my $75 back.

Me: we do not refund service fees sir.

SC: so why I am payin' $75 then?

Me: your paying for the technicians time to take your laptop apart and determine what parts are needed to fix the machine.

SC: but if i don't want them to put in the part, then I get my money back right?

Me: no sir, service fees are non-refundable.

SC: (getting very irate) so then I want my money back if I don't have them put in the part.

Me: well sir, if you do not want to pay the $75 to have the technician determine what parts your machine needs to be fixed properly, then we cannot do the work for you.

SC: i'll pay, but if the part is too much, then I want my $75 back.

Me: again sir, we do not refund service fees.

SC: ( now yelling at me) I ain't asking you do do anything other than fix it.

Me: I am aware sir, but we do not offer free repair services.

(mind you, he has yet to pay, is already asking for a refund and getting mad because I am telling him we do not refund the service fee.)

SC: well then why the h*ll are you even in business? if you can't fix peoples computers, then why do you f**king advertise that you do repair work?

Me: sir, we do repair services, repair work starts at $75 as I explained and service fee's are not refundable. if you do not like the store policy then I suggest you go elsewhere to get your laptop fixed.

SC: I aint tryin' to go anywhere else, your the closest to my house and I have to walk cuz I dont have a car, I just wanna know im gonna get my f**king money back if I dont pay for the part. is it really that f**king hard to understand.

Me: is it so hard for you to understand we dont do free repair work? please leave sir. We will not being doing any repair work for you.

SC: F**k you, you cant tell me to leave. I came here to get this fixed.

Me: Leave my store or I will call the police and have you escorted out.

SC: B**TCH, you NEED to fix my computer. I already told you, fix it. but you better give me my money back if you cant.

(Enter part-time worker)

PTW- Sir leave. we can not accommodate you, you need to get out of the store.

SC: punk, dont tell me what to do. Ill do what I want. I aint leavin', fix my laptop.

PTW: you need to leave.

SC: who do you think you are tellin me what to do you little f**king punk. you wanna go outside and handle this.

(the whole time I was in the back on the phone with the police)

--enter police.

they escorted him out, got my statement and the guy has been banned from the store...

I could not believe how upset he got over a refund for something that he hadn't even paid for yet.

[lineswine]

To you: Illegitum non carborundum;
To him/her/it: DIAF, asswipe.

[NateTheChops]

Welcome aboard by the way. I have a feeling you'll get to know the phrase "rinse, lather, repeat" all too well before long.

[Mytical]

Ah the joys of "I am in my own world, and your logic means nothing to me." I am glad you have a backbone, and did not cave. I will be honest, however..SC (so called) 'logic' is beyond my ability to grasp. Everytime I try to understand guys like that..my brain revolts..pulls a BSoD..until I give up.

[PenguinTech]

I swear my brain pulls the BSoD at least once a day....

[Difdi]

SC: well then why the h*ll are you even in business? if you can't fix peoples computers, then why do you f**king advertise that you do repair work?

This is the SC viewpoint that boggles me most often. The assumption that people go into business with the objective of going bankrupt. It's a business, it exists to make money. Giving everything in the store away for free loses money.

And they simply cannot grasp it.

[XCashier]

This is the SC viewpoint that boggles me most often. The assumption that people go into business with the objective of going bankrupt. It's a business, it exists to make money. Giving everything in the store away for free loses money.

And they simply cannot grasp it.

Or they don't want to grasp it. After all, that would mean that service workers are actual human beings who need money to survive, and not just robots who exist to serve the SC's every need.

Sorry you had to deal with that jerk, PT. You and your coworker did a great job, standing up to his bullying and getting the police to get rid of him.

[Mystic]

Meh, I'm playing devils advocate in that I am on the same page in thinking that a charge to have a computer evaluated like that is a bit much if the whole computer needs to be replaced, especially seeing the burn mark and suspecting a short on the board. I simply would have gone with my suspicion on the short, checked it out, then made him an offer on one of my products.

On the other end, the guy was an arse because you told him no when he should have just kept his mouth shut and taken his business elsewhere. However, I understand his irritation.

[MoonCat]

Mystic, I see what you're saying, but then there's this:

Me: again sir, we do not refund service fees.

SC: ( now yelling at me) I ain't asking you do do anything other than fix it.

Before they can fix it, they have to determine what is wrong. It's like going to the doctor. You pay for the examination, then it's up to you whether you want to go any further...you can refuse treatment if you want to. But the doc won't refund the exam fee.

[underemployeed]

After working on my bosses computer I will never tell someone a price is only if i fix it, as the cost of return shipping on parts if they don't work or fix the problem is nuts. I could see refunding the fee if for instance your tech opened it up and was clueless as to what the problem was, but your customer was an idiot.

It is kind of funny how anymore it seems better to just buy a new computer than repair one. Especially if you know nothing about computers as it would have cost about $300-400 for my boss to fix her 4yr old computer and a new one with 4X better everything was only $500, think that had a monitor too

[Argabarga]

People don't understand that to a professional, their TIME is money. Not just any physical component parts that have to be used... there's this idea that if nothing physically changed, then no work was really done, therefore, nothing can be charged.

[RootedPhoenix]

People don't understand that to a professional, their TIME is money.

::nods:: You're paying for the fact that the tech went through training to understand your technical problem. You pay for their expertise in the matter.

The other option is to pay for the same schooling/training/book reading/etc. that they had, and THEN fix your problem. I figure that's more painful than handing over $75, but that's SC logic for you.

[NateTheChops]

I swear my brain pulls the BSoD at least once a day....

You'd be on the same page as your customers at least.

[Caractacus_Potts]

People don't understand that to a professional, their TIME is money.

Urban Legend:

Nikola Tesla visited Henry Ford at his factory, which was having some
kind of difficulty. Ford asked Tesla if he could help identify the
problem area. Tesla walked up to a wall of boilerplate and made a
small X in chalk on one of the plates. Ford was thrilled, and told him
to send an invoice.
The bill arrived, for $10,000. Ford asked for a breakdown. Tesla sent
another invoice, indicating a $1 charge for marking the wall with an
X, and $9,999 for knowing where to put it.

[protege]

After working on my bosses computer I will never tell someone a price is only if i fix it, as the cost of return shipping on parts if they don't work or fix the problem is nuts. I could see refunding the fee if for instance your tech opened it up and was clueless as to what the problem was, but your customer was an idiot.

That's why I don't work on my boss' computers if I can help it. He'll bitch and moan about how I "take too long" since I have to do other things while trying to fix whatever he's fucked up. Instead, I call the 3rd party guy, and let him deal with it...at a huge per/hour fee

Speaking of the boss, he bitched and moaned about how much it was going to cost to fix one of our printers awhile back. The company that we sometimes use--a local one, that's freaking awesome, since they really know what they're doing--charges a $200 base fee. That fee includes coming to your location, taking the printer apart, cleaning it, and running a full diagnostic on it. Any required parts, are on top of that fee. Pretty standard for the course. But, my boss tried to tell them that he wasn't going to pay the $200 fee, since "you can buy a new printer for less." As to where he'd get a new laser printer for less than $200, I have no idea. He bitched and moaned, but they stood their ground.