Don’t you stand behind your work? talesfromtechsupport

This is about a customer who recently bought a new desktop computer that we built. I checked him out and I specifically remember asking him if he wanted to buy our anti-virus software, we are even somewhat pushy about this because we see problems with viruses so frequently. (All techs ask this on new builds to try and save customers from themselves, we also have a check box on check outs if the refuse the AV). He declined and said he doesn’t need anti-virus software, he was even somewhat rude saying, there is no reason for AV software and it is all just a bullshit scam. The customer returns to the store a little over 2 months later with the desktop in hand… NOTE: Our policy on new computers is a 1 year warranty on parts, this does NOT cover software related issues

Customer: Yeah, I just bought this computer here and it is broken, it doesn’t work, I would like it fixed, it is under warranty.

Me: Alright, I will quick plug it in and take a look at it.

We have a setup out front for quick checks on hardware while customers wait. Since this is one of our builds we tend to try and fix things up front if possible. The computer powers on and boots to windows perfectly fine. Then I notice a screen come up that says “Your computer has been locked by the FBI” This was a very common virus known as the FBI virus in our shop. It can be removed somewhat easily but we generally do not do this for free especially in this case where the customer turned down our AV protection. NOTE to all customers: if the tech asks you to buy their AV I would suggest you buy it unless you already have your own. If this guy would have bought the AV protection I would have removed the virus while he waited.

Me: The computer itself is working fine, you have a virus on this computer, I can remove it but it would require the computer to be checked in and it would cost “cost”, since this is one of the computers we built, I would be willing to offer you a discount on service of 15%. We are about 3 days out for services right now.

Customer: What?!!! This computer is under warranty, this is your computer, don’t you stand behind your work? What kind of computer shop is this?

Me: Sir, the hardware which is covered under warranty is in perfect working condition, you have a virus on this computer which we are not responsible for, I see on your purchase ticket that you also refused our antivirus software.

Customer: Anti-viruses are scams, they do more harm than good. The ENTIRE computer IS your responsibility, YOU built it, YOU cover it with a warranty, YOU WILL FIX IT! I had nothing to do with this breaking!

Me: Our warranty covers all hardware and parts for 1 year. If you look at your purchase ticket, which you signed, you will see that software related issues are NOT covered by warranty. I can check this computer in for virus removal which will be “cost”. Furthermore, you declined any anti-virus software which very likely would have prevented this issue entirely.

Customer: If I buy a car with a warranty, they fix it, if I buy a refrigerator with a warranty, it gets fixed, my air compressor has a 3 year warranty, hell my hammer has a 5 year warranty, how is this any different?

Me: All of those items are hardware only, they do not have an operating system that would be affected by a virus that you get from browsing the web or opening an email, etc.

Customer: This is shit, I can see you people do not stand behind your work. I would like to return this computer!

Me: Returns are allowed within 30 days of purchase, this computer was purchased over 2 months ago. I cannot offer you a return on this computer. The best I can offer you is 15% off on the virus removal and I would include a free copy of “our antivirus software”.

Customer: I don’t want your anti-virus software, that shit is a scam, you need to fix this or return it. I am not paying a dime, it has a 1 year warranty!

Me: I am very sorry sir, the hardware is in working condition and our warranty does not cover software related issues such as a virus, which is what you have. I cannot offer you any more than I have, If you would like to speak to the owner about this, you will have to come back later today when he comes in. Customer: I can’t believe you don’t stand behind your work! This is the worst computer I have ever bought, none of the other computers I have purchased broke within 2 months. I bought this computer to go online for the first time in my life and it broke right away!!! I will be stopping back to speak with the owner.

He mumbles “I can’t believe they don’t stand behind their work the whole time while he packs things up and leaves the store”. I guess his older computers must not have gone online from that last bit he mentioned. Either way, he signed the paper with the warranty coverage etc. It would have been a different situation if he would have bought our AV, but he thought it was a scam.

Submitted November 26, 2014 at 07:49PM by zingo156 http://ift.tt/1viQnMe talesfromtechsupport