Yeah, but... (just had to share)

[WOStantonCS100]

Okay, so the other day a chap comes into the shop, a recent client.

Allow me to lay the groundwork. He brought in a laptop whose Windows OS was completely hosed, inoperable. We took it in for diagnostics. Mind you, our diagnostics are free. We do not charge people anything to find out what is wrong with their system and what we charge to rectify the situation. Neither do we time bomb their system while it is in our shop. If they don't want us to do anything, they can retrieve their system free and clear. We are simply out the time in those instances. (I know some of you probably want a full stop there punctuated with "Are you crazy!?" All I can say is that I don't own the business.)

Now then, this client was called and told the only way (which it was) to rectify the situation in this particular case was to start over saving any data we could. The client approved the system reinstall with data salvage if possible. We did this and we're able to save all his documents, photos (don't ask), etc.

Back to present: The fellow walks in. He's not happy. He says he has a worthless system he can't use. He says it's got nothing on it. He further states he had WXP Pro and now he has WXP Home. Giving him the benefit of the doubt, I agree to look into it. Right off, I notice the COA on the bottom of the laptop is for WXP Home, not WXP Pro. I kindly pointed this out. He's says, "I had XP Pro before." I kindly explain we can not legally install XP Pro on his system when he does not have an XP Pro COA or any such proof of ownership/possession of a valid purchased copy of XP Pro. Client says... wait for it... "Yeah, but... when I bought this laptop on e$ay, it had XP Pro on it."

The client then stated he couldn't use his wireless and that he uses Clear. I pointed out that we tested and successfully connected to our wireless router and surfed the web, uploaded the appropriate updates, etc. etc. I suggested he contact our Clear rep who could help him get back on wifi at home. He said he didn't want to pay for anything. I made him aware that he would not have to. At this point, he simply said "he didn't want to be bothered with all that because he's not computer savvy".

He said he had the full version of AVG previously and now he's only got the free version. As we explained to him already over the phone, because he did not purchase the full version thru our shop, we did not have his AVG full version "key" on file; however, it can be obtained from AVG and thus updated back to the full version. Again, he didn't want to be bothered with all that.

So, he suggested rather strongly that maybe he should simply throw the laptop, literally, in the bin because it was of no use to him. I made him aware he would be throwing away a perfectly functioning (and legal, albeit not the latest and greatest) laptop. Is the customer always right??? At this point, he also strongly suggested that we transfer the data that we saved (which he didn't believe we did until I showed him it was right in a folder on the Desktop) to a second laptop he had with him and install a hand full (at least 10 to 12) CD's worth of software on it... for free... because he was unhappy with the service we provided him.

Deep breath. We go out of our way to explain things to folks who come in to our shop. We have free diagnosis. Our rates our the lowest they can possibly be and beat our competitors by a wide margin. We take great pains to preserve personal data. We don't time bomb machines. We actually send people away with functional systems. We provide training classes. And, maybe, most importantly, we opt out of making a lot of money in an effort to be honest and provide great service. I have to admit, it is paying off as we have been very busy as of late; always getting referrals and great reviews. Nevertheless, every now and then a complete ignoramous comes walking through the door just to take the piss.

I finally just told him we were not going to do any more free work for him. What I wanted to say was, "Why don't you go take it to the big chain store and have their geeks rape you, hard."

At least I'm off for the next few days. Time to listen to some music and enjoy the family.

[Macca]

Some folk are just painfully and incurably stupid...

[DSJR]

Loads of them in the past in HiFi shops too, wanting free dems, free everything and either throwing it back in your face, or buying used stuff after spending ages having a dem.. After a while, one susses them out and a few very carefully worded questions at the beginning can sometimes reap benefits with both parties happy.

[Mr Nad]

I know that sort of customer, having run my own IT business in he past.

I NEVER wiped their system without consent, and always went that extra mile to rescue their data, save it to CD/DVD, and transfer it to a new system.

Some are never satisfied, and they are welcome to pop down to DSG to see the sort of service they would receive.

As for HiFi, I did book a demo recently, and was delighted that the salesman told me I would be wasting my time. He wasn't being rude, he was giving honest advice. Forget the amp upgrade I was looking at, and buy a DAC instead.

I didn't rebook to listen to the DAC he suggested - I bought the Caiman instead - but I will certainly return to that store in the future and part with my £££ knowing my best interests will be served.

Thank you Sevenoaks HiFI.

[Ali Tait]

Should've taken him outside and given him a slap.

[goraman]

I would have told him excuse me sir, but I need a translator.
One who speaks Jack ARS!