Who You Gonna Call?

Customer: “I am not a customer of yours, but I was wondering if you could help me? I have a system from [Competitor] that I have so many issues with. For example…”

(The customer starts reeling off various hardware connection issues.)

Customer: “I heard that you can send engineers onsite to sort these things out, and I would be willing to pay you, as it isn’t your equipment”

Me: “I am sorry, but we only specialise in our own hardware and software, and our engineers wouldn’t be qualified to start fixing [Competitor]’s hardware.”

Customer: “What am I supposed to do, then? I have a business to run and need this hardware working.”

Me: “Have you tried calling [Competitor] and seeing if they can send an engineer out?”

Customer: “No. I probably should have tried them first. Thanks, anyway, though.”