I have a question for the depot or drop-off repair guys/gals...

[sld72382]

Let's say someone brings their computer to you for a problem they're having.

After you tell them the prices and process, they tell you "fine, just don't uninstall (insert toolbar, security suite, IE runtime like Java, etc here)."

You work on the machine, and find the software they told you not to uninstall is causing the problem. Do you say to yourself "screw it" and remove it anyway and risk the customer pitching a fit or do you let the customer know it's causing the issue before proceeding? If they refuse, what do you usually do?

[technical.angel]

If I find something they told me not to install is what is causing the problems, I ALWAYS call the customer and make them make the decision of if having Program is more important than having a working computer. Most of the time it isn't, but I think it's important to keep the customer informed.

If they refuse, then I (if it's my personal business) bill them for my time spent up to that point, and give them back the computer. If it's work, I'll double check with my manager and do what she says.

[lordlundar]

A note is made on the initial work order to avoid uninstalling said program. When (it's rarely a case of 'if') it's found to be the problem, the customer is notified and informed the only way to fix it is to remove said program. If the customer stands their ground, they are informed that there is no way to repair it then, requested to pick it up in it's un-repaired status and to pay the diagnostic fee (usually removed if repair work was done)

Techs are not allowed to do any unauthorized repairs for liability reasons, so if the customer says no, then they get to suffer with it.

[artcurmudgeon]

Back in the day when I first started out as a tech(in glorious springfield mo), when we would take a pc in we would explain about the diagnostic fee and how it would be waived if they decided to have use do the work, other wise the minimum was the diag fee. But we always stuck to our guns about not doing anything without customer approval first. For what we charged, we had to have our i's dotted and t's crossed....ahhh those were the days...

[RichS]

For us, notes are kept on what needs to be kept on the computer.

If the program is the one creating the problem, it's pretty much see if there's an update to the program and try that. Then, we'll save any preferences, and do an uninstall/reinstall of the program. If that doesn't solve the problem, then we notify the customer, noting alternate program(s) that does the same thing that doesn't cause the problem.

If they don't want it removed, nothing we can do, charge the bench fee and move on.

[sld72382]

That's pretty much what I would do - if a client refuses to remove a program just charge the diagnosis fee and hand him/her back the machine.

[draggar]

Tech.angel has it right - plus notate what you find etc..

[Eric the Grey]

I'm pretty much the same way, although when I personally work on a PC, it's more a matter of me sitting down to look it over and discovering what the problem is. Then I'd either clean it up and fix the problem, or tell the owner what the cause is, and what I need to do to fix it.

IF the owner doesn't let me uninstall the problem program, I'll charge them a diagnostic fee and explain to them that my guarantee doesn't apply when they won't let me fix the problem.

At work, we simply take the machine and re-image it so there's no issues there.


Eric the Grey

[Gerrinson]

The old IT manager from my job is opening his own business. He's taking a slightly different route with this issue. He's making images of the PCs before working on them. If the customer doesn't like the fix, he simply bills them for the time and restores the image of the way it came through the door.

[Magister Quis]

We typically would call and ask what the computer's owner wanted us to do.

If it was something that was causing problems for other people on the network, we got rid of it.

[Blade_Raver]

Communication is your best weapon in this case.

"Sir, I've taken a considerable amount of time to diagnose the issue, and I believe that I've got the issue isolated to (software that he didn't want removed) causing the issue.

I can do one of two things: The first thing is remove it and fix the issue. The second is not to and return the machine to you.

Keep in mind, if I don't remove it, you will still owe for the diagnostic fee. If you do want me to remove it, the amount owed will be X.

What would you like me to do?"