1. Welcome Guest! In order to create a new topic or reply to an existing one, you must register first. It is easy and free. Click here to sign up now!.
    Dismiss Notice

[Solved] How do you handle problem customers?

Discussion in 'Microsoft Windows' started by mikehende, Mar 24, 2014.

  1. mikehende

    mikehende Senior Member

    Joined:
    Apr 5, 2005
    Messages:
    277
    Location:
    NYC
    Operating System:
    Windows 8
    Just asking how you guys handle situations where you have a problem customer and don't want to do work for that customer in the future? This doesn't happen often to me but I have had two customers so far who I never wish to work for again but if they should contact me the future I will refer them to one of my fellow techs, just curious how you guys handle this?
     
  2. DSTM (Dougie)

    DSTM (Dougie) Registered Members

    Joined:
    May 3, 2009
    Messages:
    8,270
    Location:
    SYDNEY AUSTRALIA
    Operating System:
    Windows 7
    If you don't want to do any further work for them, tell them to find some else, themselves.
    I'm sure your fellow Techies wouldn't like you to recommend troublesome customers to them.
     
  3. mikehende

    mikehende Senior Member

    Joined:
    Apr 5, 2005
    Messages:
    277
    Location:
    NYC
    Operating System:
    Windows 8
    Oh yes, I see, I had thought of that, thank!
     
  4. allheart55 (Cindy E)

    allheart55 (Cindy E) Administrator Administrator

    Joined:
    Jun 11, 2009
    Messages:
    9,960
    Location:
    Pennsylvania
    Operating System:
    Windows 10
    Computer Brand or Motherboard:
    ASUS M4A77TD AM3 AMD 770 ATX AMD
    CPU:
    AMD Phenom II X6 1090T-Thuban 3.2GHz
    Memory:
    Crucial-DDR3 SDRAM 1333-8GB
    Hard Drive:
    WD Caviar Black SE HDD 640 GB - WD Caviar Black SE HDD 500 GB
    Graphics Card:
    Sapphire Radeon HD-7870 2GB
    Power Supply:
    CORSAIR CMPSU-750W
    I think I would inundated with calls and all booked up for the next couple of weeks.

    After that I might be going on a much needed vacation. :help:
     
  5. Match

    Match Registered Members

    Joined:
    Apr 23, 2009
    Messages:
    4,175
    Location:
    Wolverhampton, UK.
    Computer Brand or Motherboard:
    Abit AN52
    CPU:
    AMD Athlon dual core 5000+
    Memory:
    4 Gig Corsair
    Hard Drive:
    160 Gb Hitachi 500 Gb Western Digital
    Graphics Card:
    Radion XFX 4650
    Power Supply:
    550W EZcool
    Think of a price then double it and triple it and multiply it by a hundred, and when they say I can get it done cheaper elsewhere say thats ok I don't have the time to do it so take the cheaper quote. :) works for me
     
  6. mikehende

    mikehende Senior Member

    Joined:
    Apr 5, 2005
    Messages:
    277
    Location:
    NYC
    Operating System:
    Windows 8
    Unfortunately the overpricing option won't work for me since my ads state my pricing. In my situations it more miscommunication between the client and myself, the two clients mentioned just can't seem to understand what I had been telling them.
     
  7. allheart55 (Cindy E)

    allheart55 (Cindy E) Administrator Administrator

    Joined:
    Jun 11, 2009
    Messages:
    9,960
    Location:
    Pennsylvania
    Operating System:
    Windows 10
    Computer Brand or Motherboard:
    ASUS M4A77TD AM3 AMD 770 ATX AMD
    CPU:
    AMD Phenom II X6 1090T-Thuban 3.2GHz
    Memory:
    Crucial-DDR3 SDRAM 1333-8GB
    Hard Drive:
    WD Caviar Black SE HDD 640 GB - WD Caviar Black SE HDD 500 GB
    Graphics Card:
    Sapphire Radeon HD-7870 2GB
    Power Supply:
    CORSAIR CMPSU-750W
    Unfortunately that can happen Mike, no matter how hard we try.

    Have you ever tried showing them what you mean, (if possible)
    rather than explaining something to them?

    Of course, I realize that this is not always possible.
     
  8. mikehende

    mikehende Senior Member

    Joined:
    Apr 5, 2005
    Messages:
    277
    Location:
    NYC
    Operating System:
    Windows 8
    This last case concerned win8, the owner wanted to reload it since her laptop was overrun with viruses, spyware and adware but she did not get recovery discs with the unit and there wasn't a recovery partition on the unit so I got rid of all malware and I had her test everything here before leaving and she totally satisfied and even gave me a $10 tip then after a couple of weeks she called me up stating that she is getting pop ups when visiting certain websites and insisting the virus was still there and that's why that was happening. I simply told her to bring it back, let me see what's going on, she said 0k, she will do that but yesterday texted me saying "I had told told her there wasn't an Operating system on her laptop but someone else told her it's there and also that the unit now got viruses by myself downloading Firefox". To be quite honest I simply told her to come get her money, she offered to take back only a portion of what she had paid me but I told her I ill refund the total amount. I simply want to get that customer out of my system, for good, that is why I didn't bother to explain about her text or want any further conversation in the future becuase Iad explained everything to her a FEW times so if she doesn't get by now then maybe she never will so let her go to someone else in the future. I was very polite with her though.
     
  9. Rich M

    Rich M Guest

    Joined:
    Dec 24, 2013
    Messages:
    4,580
    Location:
    NE Pa USA
    Operating System:
    Windows 7
    Computer Brand or Motherboard:
    MSI Z97 PC Mate LGA 1150 Intel Z97
    CPU:
    Intel i7 4790K 4.0Ghz
    Memory:
    Corsair Vengeance 16GB (2x8GB) DDR3 2133
    Hard Drive:
    Crucial 256 Gb SSD+ WD Raptor 300 Gb Sata III
    Graphics Card:
    Radeon R9 280 2GB HDMI
    Power Supply:
    Seasonic 750 watt
    Mike,
    While I understand what you did, I would not have done it that way at all. I would have explained to her that you cleaned it as well as you could and that these things can come back if she isn't careful and that is not your responsibility.
    I hand out a sheet that explains all that as well as what Malware is and how they get it and gives them the 6 popups they are allowed to click on that must be kept up to date namely Java, Adobe Reader and Flash Player, Mbam, Mse or their AV and Windows Updates and after that they are to right click the entry on the task bard and choose "exit" or "close" anything else. My invoices explain "Malware removal is the best optimum we can do but there are no guaranties it will not return if you do not acquire safe surfing habits".
    As for the client you want to give up I do what two users above suggested raise my rate $10 ab hour and am not available for at least 2 weeks as I am just too busy. I could care less what I had published I always put "rates subject to change without notice" in any ads I run but I never show prices anyway I just say "low hourly rates" in my ads.
     
  10. mikehende

    mikehende Senior Member

    Joined:
    Apr 5, 2005
    Messages:
    277
    Location:
    NYC
    Operating System:
    Windows 8
    I explained and explained everything involved with this to this person at least 3 times, first when she initially had called, then when she brought the laptop here and also before she left when I was done. In my opinion, when you are dealing with someone who thinks they know more than you do, best to keep away from these people. I have learned to filter out these people some of the times even when talking to them on the phone for the first time and in those cases I would simply try to avoid doing any work for them.
     
  11. Rich M

    Rich M Guest

    Joined:
    Dec 24, 2013
    Messages:
    4,580
    Location:
    NE Pa USA
    Operating System:
    Windows 7
    Computer Brand or Motherboard:
    MSI Z97 PC Mate LGA 1150 Intel Z97
    CPU:
    Intel i7 4790K 4.0Ghz
    Memory:
    Corsair Vengeance 16GB (2x8GB) DDR3 2133
    Hard Drive:
    Crucial 256 Gb SSD+ WD Raptor 300 Gb Sata III
    Graphics Card:
    Radeon R9 280 2GB HDMI
    Power Supply:
    Seasonic 750 watt
    Oh I do that all the time. My ads state "free telephone estimates" and what that is for, so they understand why I ask them so many questions as I decide if we will ever meet!
     
  12. allheart55 (Cindy E)

    allheart55 (Cindy E) Administrator Administrator

    Joined:
    Jun 11, 2009
    Messages:
    9,960
    Location:
    Pennsylvania
    Operating System:
    Windows 10
    Computer Brand or Motherboard:
    ASUS M4A77TD AM3 AMD 770 ATX AMD
    CPU:
    AMD Phenom II X6 1090T-Thuban 3.2GHz
    Memory:
    Crucial-DDR3 SDRAM 1333-8GB
    Hard Drive:
    WD Caviar Black SE HDD 640 GB - WD Caviar Black SE HDD 500 GB
    Graphics Card:
    Sapphire Radeon HD-7870 2GB
    Power Supply:
    CORSAIR CMPSU-750W
    I think you did all you could do Mike, with this particular customer.

    I don't think I would have refunded her any money though.

    Eventually she will hopefully learn from the mistakes she has made.

    Either that or she will continue to go through tech after tech.
     
  13. mikehende

    mikehende Senior Member

    Joined:
    Apr 5, 2005
    Messages:
    277
    Location:
    NYC
    Operating System:
    Windows 8
    The only reason I refunded ALL of her money was to make 100% sure that she never comes back to me for anything.
     
  14. allheart55 (Cindy E)

    allheart55 (Cindy E) Administrator Administrator

    Joined:
    Jun 11, 2009
    Messages:
    9,960
    Location:
    Pennsylvania
    Operating System:
    Windows 10
    Computer Brand or Motherboard:
    ASUS M4A77TD AM3 AMD 770 ATX AMD
    CPU:
    AMD Phenom II X6 1090T-Thuban 3.2GHz
    Memory:
    Crucial-DDR3 SDRAM 1333-8GB
    Hard Drive:
    WD Caviar Black SE HDD 640 GB - WD Caviar Black SE HDD 500 GB
    Graphics Card:
    Sapphire Radeon HD-7870 2GB
    Power Supply:
    CORSAIR CMPSU-750W
    Well that's certainly one way to insure that. :stop_it: Or she could be so thrilled that you gave her
    back her money that she'll continue to try and get you to fix her computer for free. :help:
     
  15. mikehende

    mikehende Senior Member

    Joined:
    Apr 5, 2005
    Messages:
    277
    Location:
    NYC
    Operating System:
    Windows 8
    She can try but if that should ever happen, I will simply tell her since it did not work out between us the first time she needs to go to another tech, that is the reason why I refunded all of her money so I will not be tied to her laptop in any way.
     
  16. Rich M

    Rich M Guest

    Joined:
    Dec 24, 2013
    Messages:
    4,580
    Location:
    NE Pa USA
    Operating System:
    Windows 7
    Computer Brand or Motherboard:
    MSI Z97 PC Mate LGA 1150 Intel Z97
    CPU:
    Intel i7 4790K 4.0Ghz
    Memory:
    Corsair Vengeance 16GB (2x8GB) DDR3 2133
    Hard Drive:
    Crucial 256 Gb SSD+ WD Raptor 300 Gb Sata III
    Graphics Card:
    Radeon R9 280 2GB HDMI
    Power Supply:
    Seasonic 750 watt
    You could have kept the money and still sent her to another tech "of her choice" I agree with Cindy here. You worked on it and were entitled to compensation.
     
  17. mikehende

    mikehende Senior Member

    Joined:
    Apr 5, 2005
    Messages:
    277
    Location:
    NYC
    Operating System:
    Windows 8
    Oh I agree with you guys 100% just that I have zero tolerance for nonsense and whenever I come across people like that I simply opt to do whatever I can to never work with that person again. I have learned some things here from all of you guys in this thread which should help me in the future, thanks!
     
  18. Rich M

    Rich M Guest

    Joined:
    Dec 24, 2013
    Messages:
    4,580
    Location:
    NE Pa USA
    Operating System:
    Windows 7
    Computer Brand or Motherboard:
    MSI Z97 PC Mate LGA 1150 Intel Z97
    CPU:
    Intel i7 4790K 4.0Ghz
    Memory:
    Corsair Vengeance 16GB (2x8GB) DDR3 2133
    Hard Drive:
    Crucial 256 Gb SSD+ WD Raptor 300 Gb Sata III
    Graphics Card:
    Radeon R9 280 2GB HDMI
    Power Supply:
    Seasonic 750 watt
    That's why such places exist Mike. I belong to a Linkedin Forum for Computer Repair Business owners and I have learned a lot about
    this business from those guys there and it seems like most of us understand each other because we all do the same thing for a living.
     
  19. allheart55 (Cindy E)

    allheart55 (Cindy E) Administrator Administrator

    Joined:
    Jun 11, 2009
    Messages:
    9,960
    Location:
    Pennsylvania
    Operating System:
    Windows 10
    Computer Brand or Motherboard:
    ASUS M4A77TD AM3 AMD 770 ATX AMD
    CPU:
    AMD Phenom II X6 1090T-Thuban 3.2GHz
    Memory:
    Crucial-DDR3 SDRAM 1333-8GB
    Hard Drive:
    WD Caviar Black SE HDD 640 GB - WD Caviar Black SE HDD 500 GB
    Graphics Card:
    Sapphire Radeon HD-7870 2GB
    Power Supply:
    CORSAIR CMPSU-750W
    I can totally see where you are coming from Mike. :)
     
  20. Mara

    Mara Registered Members

    Joined:
    Jun 20, 2009
    Messages:
    2,261
    Location:
    British Columbia, Canada
    Operating System:
    Windows XP Home
    All good advise but while it's none of my business, perhaps - rather than risk the 2 pain-in-the-bum customers saying nasty things to other potential customers - one could lie and say how sorry you are but you're so, so booked up?
     

Share This Page