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Customer falls on computer and wants warranty

A customer came in with a computer that was crushed. The customer fell down with the computer in his hands and he landed on the computer. We just rebuilt the computer 2 weeks before. He requested that we look at it and see what we could do. So we check it in and diagnose the computer. The case is destroyed and the motherboard is damaged. The customer is expecting warranty repair on the system because hd told me as much. I told him that we would look at the computer and see what the problems are. He is a very good customer that we have been doing business with for along time. My choices are call him and tell him all of the problems with the pc and make him pay for everything and lose him as a customer or take care of the motherboard under warranty and charge him for the labor and the case and keep him as a customer. I will be going with option 2, but what would you do? Better to break even on it and keep him as a customer than to lose any future business.

Customer Hardware versus Software Problems

We had a customer come in with a computer about 2 weeks ago for viruses and spyware. We eradicated the problems and gave the customer their computer back. The customer calls two weeks later and says that their computer won’t boot up. We tell them to bring it in at no charge. We diagnose the system and find out that the main board in the system is bad and needs to be replaced. The customer loses their minds and says that we should have tested that when we had it in two weeks ago. The customer also says that they hadn’t used the computer since they picked it up, but then they countradicted themselves and say that some of the software work that was requested wasn’t done correctly. So which is it? We try to explain that hardware is different than software. We worked on software before and now they have a hardware problem. We removed viruses and spyware and now their mainboard has a problem. Sometimes you just can’t get information across to people. What do you think?

Hold that Computer

Customer comes into the store on Monday and leaves a $50 deposit for us to hold a computer for him until Friday. We take the custom computer off the shelf and set it aside for him. The customer calls us on Thursday and says that he found a better deal, he saved $8 off another computer with the same specs. The sales rep tells him that we will give it to him for $12 less so that he can save a little money on the deal. The customer says that he already purchased the other computer. We gave the customer his deposit back. This really upsets me for 3 reasons:

1. The customer gives us a deposit on a computer and continues to shop for another computer.

2.  We are taking our inventory off the floor so that it can’t be sold to someone else.We have to order more equipment to replenish stock.

3. The customer doesn’t give us a chance to help him out, he buys a different computer from someone else.  He could have called us before he purchased it and said something. It would have been nice if he would have given us a chance considering we spent time with him and educated him on what he needed to buy.

I am not sure if it the economy or if some people are just this way every day. What do you think?

Telemarketers Suck

The same telemarketer called my office 3 times today. We screen for telemarketers, and when they don’t give their name, and call back number, we hang up on them. We get 10 telemarketer calls per day and it gets really old. Several of these calls are computer generated that start like this: LISTEN UP, which is expecially painful in that they yell in your ear.  This particular telemarketer was extra painful in that he would turn ever question we had around and ask us the same question. This would in turn cause us to get exasperated and eventually hang up on him. We were eventually able to get his phone number and name. I called the local phone company and explained the situation and they called the telemarketer and went through the same thing with him. They were able to get his company name. Do you get telemarketer calls? Has this ever happened to you? Any suggestions on how to stop this?