As some of you may or may not know I have recently started selling used computers in my local area about 4-5 months ago. Everything is going very well, but as business grows, so does the complaints, user errors, and calls about computer problems... i.e how do I (fill in the blank). As in any business, this is to be expected.
So I ask all of you, my online geek friends... at what point should I crack down and say, it would be best if you bring it in, my rates are XXX an hour, with many jobs quoted around XX and XX.
The back story...
I'm getting calls almost daily from my past customers who have bought a computer from me asking how to do things on there computer or worst yet... it's a software problem that I'm not responsible for at all i.e viruses, or internet connectivity problems. I warranty hardware for a small 5 day period after purchase, the sale is final, all computers come with a fresh install of the OS. Should the computer die within 5 days, I replace it or fix it free of charge. KEEP IN MIND, THESE ARE USED ELECTRONICS, I CAN'T WARRANTY USED COMPUTERS FOR VERY LONG, 30 days max. Also, some calls are from customers who I've never dealt with and just want free support on what RAM to buy or how do I install XP, or the BEST ONE YET!!! Can I borrow your XP disc? !!!!!! Drives me crazy... lol
The event that prompted me to post this is a customer is now claiming I'm doing him wrong, because I wanted to refer his software problem (most likely viruses) to a business associate that is well trained in that area, instead of fix it myself (for free mind you). The computer was purchased on Dec, 21st, 2009 (approximately 29 days or so from now).
Any thoughts or suggestions on how to kindly tell customers that I DO NOT OFFER FREE PHONE SUPPORT for any issue really, I really need to have the computer in front of me to see what's really going on. Once I have the problem diagnosed, I will call them and let them know what it will cost to fix it. Fair enough, right?
Thoughts appreciated, thanks!
EDIT: Another thing fueling all of this is FAMILY. As it has become more and more apparent to my aunts, uncles, cousins, etc that I have a clue about computers, they are starting to call me doing the exact same thing as my customers. In the last week alone, I have dealt with 3 different family members and made 5 house visits for their "computer problems". WHAT SHOULD I DO? This is becoming entirely way to much between them and my customers, I'm doing A LOT for no pay whatsoever.
Edited by Ferrari, 20 January 2010 - 12:59 AM.