Hard To Accept The Hard Drive

, , , , | Working | November 20, 2017

(I work at a computer store in the repair section. I’ve just diagnosed a customer’s computer and called them to say what needs fixing.)

Me: “I found that the email program wasn’t loading due to a corrupt file caused by bad sectors on the drive. My recommendation is to replace the drive.”

Customer: “Can I have some time to think about it?”

(This is normal and usually means the customer is considering buying a new machine rather than repairing their old one. When they ring back:)

Me: “So, have you decided to go through with the repair?”

Customer: “My nephew just Googled the problem and it couldn’t be a faulty hard drive.”

(I was dumbstruck at this point. They were waiting for my response and I didn’t know what else to tell them. Apparently my answer, based on evidence and backed by 20 years experience, held less weight than an answer from a relative who spent five minutes on Google. I wanted to just tell them to fix it themselves, but then I would still have to charge the diagnosis fee. In the end, I did what any self-respecting worker would do: I handed the problem off to the other tech to deal with.)

The Final Word On Passwords, Part 5

, , , | Right | October 3, 2017

(A customer brings in a Windows 8 computer to repair. It is full of adware and viruses. Additionally, the customer complains about to having to type a password every time she logs in, so I offer to do a factory reset and set her computer up with no passwords. A couple of days later, the customer comes back, very agitated.)

Me: “What happened?”

Customer: “You told me that you were removing all the passwords from my computer, and you lied to me.”

Me: “We did restore to factory default. Everything that was there is gone, and I was sure I set up your computer without a password.”

Customer: “Well, you didn’t remove all the passwords. I still have to put a password to get into [Website], and I don’t remember it.”

Me: “[Website] is online, and there is no way I can remove that password, ma’am.”

Customer: “But you said you would remove all the passwords!”

Me: “I am so sorry this happened to you; let’s see if we can recover your password. Can I have your email address?”

Customer: “Yes. It is [address].”

Me: “Let’s sign into it and resend your [Website] password there, so we can recover it.”

Customer: “But I don’t know my email password!”

Me: “Let me make you one, and a new [Website] account, and we will be sure to write this down for you.”

(The customer left happy, somehow. I was just glad she didn’t hit me!)

This Smell Does Not Compute

, , , | Right | September 14, 2017

Customer: “Hey, can you guys help me out? My computer has stopped working and I need you to fix it.”

Tech #1: “We can certainly give it a try. What exactly is wrong with it?”

Customer: “It won’t turn on anymore, and when I try it starts smelling like smoke. I might have spilled some wine on it.”

Tech #1: “All right, we will get right to work on it. Come back later today. If it isn’t done by then, we will give you a time to pick it up later.”

(By this time, the lady leaves and [Tech #1] tells me to bring the computer into the back room. I offer to take a look at it, since I have nothing else to do. I open the case and get hit with a strong smell.)

Me: “Wow, she certainly spilled something. It’s definitely something I have smelled before.”

Tech #2: “You weren’t kidding. That smells really bad.”

Me: “And I get to work in it!”

Tech #1: “Tell us if you figure anything out.”

(After about two hours of working inside the computer, I need to leave for the day. The next day I come back, and the techs are laughing.)

Me: “What’s going on? What’s so funny?”

Tech #2: “You know that computer from yesterday that you were working inside?”

Me: “Yeah?”

Tech #2: “Well, the owner of it came back, and after we told her all of the issues we found inside, she told us that her dog actually peed inside of the case.”

Me: *realization* “And my hands were in there removing ram and stuff for a good chunk of the day!”

Tech #1: *starts laughing again* “Yep!”

Me: “If you guys will excuse me, I am going to go wash my hands for a good 20 to 30 minutes.”

The Hard Disk Is About To Be Broken… Over Your Head

, , , | Working | August 31, 2017

(My laptop is broken. My husband is pretty good with computers, and after taking a look at it, he finds that the hard disk is fine, but the cord that goes to the hard disk is faulty, so the hard disk cannot send any information to the rest of the computer. I take the laptop into the local repair shop in the mall.)

Me: “Hi, I was wondering if you could fix my laptop. We’ve checked, and the hard disk is fine, but the cord that goes to the hard disk is faulty. Is that something you’d be able to replace?”

Tech: “I don’t know, we’ll check it out. Leave us your number, and we’ll give you a call when we have an answer.”

Me: “Great! How long do you think that will be?”

Tech: “Two weeks.”

(Weeks go by, and I’m getting kind of impatient. I really need the laptop for my work. After four weeks, I go back in.)

Me: “Hi, I left my laptop with you four weeks ago. Do you know yet whether you can fix it?”

Tech: “Please wait.”

(He gets out my laptop and checks it out while I watch.)

Tech: “Your hard disk is broken. You need a new hard disk.”

Me: *frustrated* “No, I don’t. I told you when I came in, we’ve already checked the hard disk and it works fine when it’s connected to other machines. The cord that connects the hard disk is the problem.”

(The tech fiddles around with my laptop some more.)

Tech: *after a while* “The cord that connects the hard disk is broken.”

Me: “….Yes, I know.”

Tech: “…”

Me: “…So can you fix it?”

Tech: “No.”

(They kept my laptop for a month without even looking at it. If they’d taken fifteen minutes to check it right when I brought it in, I could have taken it elsewhere right away and gotten it fixed!)

The Texts Aren’t Making Land

| TX, USA | Right | March 1, 2017

(We tend to stay pretty busy and usually quote a two to three day turnaround for most computer repairs. A young college-aged girl comes into the store. I remember her from a few days ago when she dropped off her computer with us. I’m a little confused as to why she is here since we haven’t called her yet to tell her that her computer is ready for pick up.)

Customer: *snarky tone* “Why have you guys been ignoring me?”

Me: *confused* “I’m sorry, how have we been ignoring you?”

Customer: “I’ve sent you guys, like, four texts trying to get an update on my computer from you and I haven’t anything back.”

Me: *more confused* “You sent us texts?”

Customer: “Yeah, I sent two yesterday and two this morning and I haven’t heard back from you at all.”

Me: “Where did you send the texts?”

Customer: “To here!”

Me: “You sent text messages to [Store’s phone number]?”

Customer: “Yeah, and you guys have been ignoring me! I need my computer back you know. I use it for class.”

Me: “I apologize for how long it’s taking to get your computer back but we told you when you dropped it off that it would be a few days. Also we can’t receive text messages on [Store’s phone number] since it’s a landline.”

Customer: “What do you mean, you can’t receive text messages?”

Me: “It’s a landline.”

Customer: “I don’t know what a landline is.”

(The store phone is a cordless phone with a black and white LCD screen that shows caller ID. It’s about as technologically advanced as a cordless landline phone can be which is not very much. I pick it up and show it to her.)

Customer: “I thought you guys were supposed to be tech savvy. Why do you have such an old phone?”

Me: “I’m sorry; I don’t know what to tell you about that. Your computer should be ready this afternoon. We’ll call you to let you know when it’s ready.”

Customer: “Can’t you just text me?”

Me: *internal facepalm* “Sure, if that’s easier for you.”

(I ended texting the customer from my personal cell phone to let her know her computer was ready.)

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