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Switching It Back Around To You

| Right | April 20, 2017

(I work at a small IT service provider with mostly small businesses as customers. A certain customer has purchased a PC through us, including a 36 month on-site service contract by the manufacturer. That means if there is a problem the customer contacts us and we contact the manufacturer, who will then send a service technician to the customer within two days. A few days after the customer received the PC, he calls.)

Me: “[Company]. [My Name]. How can I help?”

Customer: “Hello, this is [Customer]. I got that new PC from you last week. It won’t turn on. It worked before I left for a schooling last week and now it’s broken. It’s still brand new!”

Me: “Oh, I’m very sorry to hear that. Did you try…”

(I walk him through a few steps he might try, including changing the wall outlet and stuff. He has already tried all that; no change.)

Me: “Okay, I’ll contact the manufacturer. They will call you back within the hour to schedule an appointment for the technician.”

Customer: “Can’t you come and check it?”

Me: “Sure. But it’s a one hour drive to get to you. The technician is free, as you purchased the service contract. I’ll do it, of course, if you need it today.”

Customer: “No, I can work on my laptop. I can wait that long.”

(So I contact the manufacturer. They say they’ll replace the mainboard which is their standard first step. An hour later the customer calls me to have me know that the technician is scheduled to visit in two days. Fast forward two days later, the phone rings.)

Me: “[Company]. [My Name]. How can I help?”

Customer: “This is [Customer]. Just to let you know… the computer works now.”

Me: “Ah. So it was indeed the mainboard?”

Customer: “No… he didn’t even need to open the computer.”

Me: “Then what was the problem?”

Customer: “My son decided to turn off the PC’s main power switch as a prank. It was very effective.”

Me: “Oh… I see… so now I get to write that into my report. That’s a first for me, too. Well, I’m glad it works now.”

Customer: “Yes. Also, I told him that since the very expensive technician had to come to fix the computer, we won’t be able to afford the Switch he wanted for his birthday.”

Me: “Ouch… isn’t that a bit harsh?”

Customer: “Don’t worry; he’ll get it. But I had to wait two days for my computer, so he can wait two days for his Switch.”