How would you handle this customer !

Another thought... maybe when he took it back home he was talking to his wife about it and she hit the roof and made him write that... or maybe he broke something and his wife is ****** at him and now he has to blame someone

About some shop owners... some never learn and keep giving the farm away and they have a history of being an easy mark
 
You guys keep saying no warranty if the customer alters it, but how do you sell a barebones system with a warranty like that? Lol

The other thing that sucks if you have a boss who gives in to jerks like this is that usually it means you get to deal with the guy over and over again. If you guys bend over backwards to help this guy out a second time, you can expect to see him many more times in the future, and deal with his many problems each time.
 
I stopped selling parts years ago. I will sell and INSTALL anything you want. I send the DIY people to big box or online stores.
 
I don't do barebones systems. It's complete. I even once ordered warranty stickers so I could see if they'd opened it.
 
I hate to be the bearer of bad news, but in the USA the Magnum Moss Warranty Act would apply https://en.wikipedia.org/wiki/Magnuson–Moss_Warranty_Act


Basically, you cannot disclaim the warranty for the whole system on the basis the customer made changes UNLESS you can prove those changes caused the issue.

Facts:
  1. The computer is property of the owner who CAN lawfully change parts whether you like it or not
  2. He changed the Hard Drive and Memory
What this Means:
  1. You no longer have ANY responsibility for the warranty of the Hard Drive or Memory (neither parts nor labor)
  2. You MUST still cover the rest of the computer i.e. Motherboard, CPU, Fans, Optical Drives, Video Cards, etc...

An amber light on a Dell usually means a bad power-supply, but you already tested this. This is probably an old computer such as a Dimmension 8300/8400 or an OptPlex GX270/GX280... this era had a LOT of faulty motherboards (generally attributed to bulging capacitors). Regardless, if it is the motherboard, you ARE on the hook.

2477.gx270_5F00_capacitors.jpg



You made the right decision replacing the computer. Once he made mention of the BIOS version and slower processor, you should have immediately.

1. First flashed the bios it takes 15 seconds... (you have a memory key with all the Dell BIOS versions right?) - This improves processor compatibility on some computers.
2. Replaced the processor - regardless of what he said. It would have taken 5 minutes.
 
What I read said you can't limit them to manufacturer approved parts, but if I have a client who puts a new cpu in a board that is not fully compatible, and fries their board I don't see how that is my problem. The client should have at that point been responsible to look at see if the part was actually compatible, and you should not have to warranty damages due to parts you did not install in my opinion.
 
ohio_grad_06 said:
What I read said you can't limit them to manufacturer approved parts, but if I have a client who puts a new cpu in a board that is not fully compatible, and fries their board I don't see how that is my problem. The client should have at that point been responsible to look at see if the part was actually compatible, and you should not have to warranty damages due to parts you did not install in my opinion.
Click to expand...

You read it right!

It would NOT be your problem if a customer puts a new CPU in the board and it fries it. The customer would be responsible for ALL damages.

Now, if the customer puts a new CPU in the board and a week later the Optical Drive quits working, being it is unrelated... it is your problem.
 
NETWizz said:
You read it right!

It would NOT be your problem if a customer puts a new CPU in the board and it fries it. The customer would be responsible for ALL damages.

Now, if the customer puts a new CPU in the board and a week later the Optical Drive quits working, being it is unrelated... it is your problem.
Click to expand...
The problem is proving that. He only mentioned the client having another CPU chip after the client figured out that the new system was slower. I suspect that client tried to put an incorrect CPU in the original unit and fried it but I doubt he would admit that.
 
I don't really see incompatible CPUs frying systems... Generally, if it fits the worse it will do is not boot...

Switch back to a compatible one and the system is fine. I am NOT saying that this is not the case though... just that I always give people the benefit of the doubt
 
MnAllstarsTech said:
Hi ! once again .

This time i come baring a nice story that happened today which took me by surprised when i got the email.How do you guys deal with customer that leave your shop all happy and giggly and then go hide behind their computers and email treating to report and all that nonsense.

I am so ****** at this point and you will understand why after ready the situation , i wanted to cool down before replaying and see how you guys would handle it.i am actually going to call the customer tomorrow and see whats the problem.

Here is the situation:

Had a customer who purchased a refurbished Dell Computer 3.GHZ with 1GB of ram and no HDD about 2 months ago from the shop i work at.Came in on Friday saying the computer didn't work and he wanted to return it.He installed his own HDD,added more memory and installed win 8 on the computer.I explained to him that the return/money back period had expired and that all we can do is honor the warranty that we give which is 90 days and whatever is wrong we would fix it for free if its covered by the warranty and it wasn't used error.

So my guys check the computer and all it was doing was giving the amber light in the front and it would not boot or do anything.So after checking all components changing power supply,memory and HDD they decide to use another machine same model and just transfer his HDD and memory to see what happens.

We transfer the components and the new machine works fine , boots up and everything no issued.We test everything ram,and hdd no errors no problems.So since we have hundreds of these machines in stock and its still under warranty we decide to just replace it for the guy and then we can check the original one and see what went wrong.

So customer comes in to pick up the computer.We tell him we tried to see what was wrong with the original machine,at first we thought it was memory problems because of the memory he had installed and the configuration it was in or power supply but it wasn't. Customer starts to check the computer and noticed that it was a 2.0Ghz instead of a 3.0 so he ask me if we changed it so i tell him at first no we tried to fix your original one but we couldn't so yes we ended up just replacing it with this one, i told him am sorry my guys didn't realize yours was a 3.0GHz and i see they gave you a 2.0 , HE ! and i repeat HE said oh no that's fine i have a faster processor which i will be installing anyways so its fine.Then he goes to check the version of the bios and says oh you guys didn't upgrade the bios.i told him no i apologize but we usually don't update the bios on these unless there is a problem and being that your machine was dead we couldn't see what bios version you had, again HE ! and i repeat HE said its ok i can do it myself.

So he checks the computer took about 10 mins going over everything and we were talking and cracking jokes everything was fine.He leaves the store takes the computer with him , everything was fine, Gone.

A few hours later we get an email from this clown saying that he was lied to that we are dishonest , that we told him his original machine had bad memory. that now we gave him a swapped out and i quote "PSUEDO" machine, and that he can get a better deal somewhere else. That he expects "Rebuttal" or he is going to report us to the BBB.

Now my thing is , if he had a problem with the machine we gave him WHY DID HE TAKE IT !! why he didn't ask us to make the changes , why did he say IT WAS OK the way it is, that he is going yo make changes anyways.

BY he walking out with the computer tells me he is OK with the replacement any complaints he now has with the computer are not valid since he knew before walking out with it.Why he has to be 2 FACE and act like everything was ok and then go hide and make threats via emails , why cant he call or speak up at the shop.

i will call him and explain to him that we have video of him checking the computer and taking it which clearly indicates he had no problem taking the computer we replaced for him.
Click to expand...

Sounds like to me, one of your local competition is sending someone there to mess with you!
 
ALSO, the guy most likely ZAPPED a chip on the board by fumbling around in there with is mem upgrade. Find some of that TAPE that you can seal the box with on the edge where the panels open.....you open the box, you bought it, warranty voided, if you argue with me more than 10 min, police will be on the way--get out! Have zero patience for scamers!
 
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