Flat rate means FLAT RATE!

[sld72382]

Had a call last week, that sounded like the classic no-post / no-video issue (not booting up, not showing anything on the monitor). Now in Tier 2 we don't deal with hardware issues but I usually do one step of troubleshooting to make it look like I'm not "giving up." Another thing about Tier 2: it's flat rate. We don't give discounts just because it may be a simple fix.

So I the first thing I do is have her plug the tower directly into the wall. I figured the issue would persist but it worked! Everything was fine, I read my closing lines when she pulled this. Keep in mind she paid to have us fix the issue with the tower not booting up:

Her: Am I still being charged the full amount?
Me: As simple as it was, the issue is resolved therefore there are no refunds or discounts available.
Her: Gee thanks. *click*

Now keep in mind that if the issue persisted I would have given her the money back but I resolved the problem, her tower didn't boot up now it was working fine. I wish people would learn some critical thinking skills before calling.

[EmiOfBrie]

Ehhh...if I were in charge I probably wouldn't have charged the customer for that. But that's just me, and some people *do* say I'm a bit of a doormat.

[Gurndigarn]

Ehhh...if I were in charge I probably wouldn't have charged the customer for that. But that's just me, and some people *do* say I'm a bit of a doormat.

The problem is that when you discount your rates, the customers don't learn. When they pay $10 to have their computer plugged in, they feel silly. When they pay $50, they learn.

[earl colby pottinger]

Time = Money

The problem is that when you discount your rates, the customers don't learn. When they pay $10 to have their computer plugged in, they feel silly. When they pay $50, they learn.

Plus once they start thinking of you as free tech support they will call with every little problem, after a short while you will find that you are spending 50% of your time doing free service support instead of making money for your company.

That would not be too bad except the customer will undergo "Free Service Creep", where-as bigger and bigger problems start to be quick, simple and *FREE* in the customer's mind.

Let that go on for too long and then watch the fireworks fly when you do insist on being paid of some repair.

[gunsage]

Her: Am I still being charged the full amount?

Yes, ma'am, you will be, but only because you're being charged for blatant stupidity. Let that be a lesson to you. Read a book!

[Der Cute]

I had a guy wanting me to fix his compooter.

He kept asking me what do I charge? I told him, my shop rate is $75 per hour.
He said, well, do I pay a full hour for a password fix? I forgot my admin password!!!

I said, yes - I don't do half-hour charges.

He said, Ok. I will bring my compooter to you.

He did.

I turned it on, boots up just fine, gets to a login screen.

He said Yeah I cant remember the password! Can you fix?

I said sure. I had downloaded some password crackers and resets etc for this.

But something in me said hold on.

I typed in PASSWORD in the box, hit enter...and VOILA! it got to the desktop.

Guy just looks at me...slackjawed...

I said, Ok, $75, please.

He paid.

Cutenoob

[Broomjockey]

I typed in PASSWORD in the box, hit enter...and VOILA! it got to the desktop.

Guy just looks at me...slackjawed...

BAHWAHAHAHAHAHAHAHAHA *GASP* HAHAHAHAHHAHAHAHA

[Geek King]

I typed in PASSWORD in the box, hit enter...and VOILA! it got to the desktop.

<Hand to head>

Oh dear....Oh dear, dear, dear me. The stupid is strong with this one. I can't even begin to detail the problems with this guy. We must summon Darwin and his Chainsaw of Evolution.