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Misdiagnosing a Computer Problem: How to Deal With It Without Losing The Client
The other day I misdiagnosed a computer problem. It rarely happens to me but it does happen. I was working on a computer inside a large residential building that frequently call me as new residents move in and find they are unable to connect to the buildings free internet. This is what happened and this is how I dealt with a misdiagnosis.
When I arrived onsite to fix the network connectivity problems, I took one look at the lights on the back of the computer and it showed me that a proper connection wasn’t even being established instead of it being some sort of weird firewall or software bug that I often run into.
To troubleshoot this issue, I used my own cable between the wall socket and the computer to make sure that it wasn’t being caused by a faulty cable. I plugged one end of my cable into the wall socket and the other end into the client’s computer, no connection.
I then unplugged my cable from the clients computer and plugged it into my own laptop; again, no connection.
I went to the cupboard where the apartments networking patch panel was located and plugged my laptop straight into where the offices wall socket would go and I had no problems connecting to the network. After testing the cables in the cupboard with my own just to make sure there wasn’t a faulty cable on that end either, I had determined that the issue is faulty wiring between the patch panel in the cupboard and the wall mount in the office. I had seen many others issues like this in this building so faulty cabling was not uncommon.
I closed everything back up, went down stairs and told my contact I had found that the issue is the wiring between the cupboard and the office and they need to send their guys (they have a special in-house team) who did the network wiring to come and fix it. Just after I said that my contact told me that she tried connecting her laptop into the same wall socket and it worked fine.
I asked her to bring her laptop up to the apartment with me so I could test it myself. We plugged her laptop into the wall jack in the office and as she said, it worked fine. I pulled the network cable out of her laptop and into mine and mine now worked when it didn’t before. I believe my mistake was that I didn’t push the cable in far enough when I plugged it into my laptop.
I plugged the network cable back into the clients computer that wasn’t getting the network lights originally and checked the BIOS and drivers to make sure that the network interface wasn’t disabled or improperly installed. I installed a new network card, plugged it into the buildings network and it worked immediately.
This was a misdiagnosis and my contact knows it. To make matters worse, this was one of my biggest clients as they call me out to their building multiple times a week so this client really mattered to me.
Anyway, this is what you should do when you make a misdiagnosis.
1. Apologize profusely
Most of the time, clients just want you to acknowledge that you screwed up and apologize for it. If you wish, you tell them in laymen’s terms why you misdiagnosed the problem but you need to be careful about how you say this because you don’t want it to sound like you are making excuses or are incompetent at your job.
2. Make it Right
Now that you have apologized, fix the problem and don’t charge them for the extra time or money it took for you to do so. Why should they have to pay for your mistake?
3. Offer a Discount for “Next Time”
Even though my clients said were fine with it, I told them that I would offer them a discount for “next time”. This helps establish that there actually will be a next time and makes them feel that you are truly apologetic.
I did these steps and am happy to report that they have called me in for more work since that event.
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Good advice –
Fess up – make it right and move on.
There will be a small percentage that will either drop you are make life difficult. They will never be satisfied. That’s the time to accept that fact and part friends – if possible.
It seldom gets better with some clients.
steve
First, I have to say, I like how this website is designed and it is just like what I would like to have in the future. I just started a blog but it is no where near what you have setup! Very professional!
Ok…now my comment….I have had the same thing happen to me in the past. I work at a local City Government office in which I support some “high ranking” officials. I can remember a few times where I assumed what the problem was only to come back and fix something else.
Misdiagnosing happens. Most people understand that computers combined with networks are some of the most complex systems devised by homo sapiens and that support technicians will not be right 100% of the time. If this stuff were easy the clients wouldn’t call us!
I often compare what we do with the job of a veterinarian. We handle multiple species of technology—computers, A/V devices, networking devices, cables of all sorts, multiple operating systems, myriad software applications, and assorted other things. Our need for knowledge makes other professionals’ jobs seem simple by comparison. It is amazing that we get as much right was we do.
I recently had a client call that they couldn’t get a CD out of the transport. I immediately started trying to diagnose the malfunction. It did not occur to me that he had not turned the computer on.
Better advice…Slow down, take your time, and triple check EVERYTHING before you make diagnosis.
Misdiagnosis because you failed to properly connect a cable is kind of a rookie mistake…..and had someone else not check behind you, it could have been a costly one for your client.
worse is when you can’t figure it out at all.
happens to me last Sunday, I got house call that they couldn’t install fresh Xp on almost 2 years old brand name cpu.
after spending more than 7 hours and practically trying every possible solution and scenario, still looking at PC and wondering even after almost 10 years dealing whit this little stupid machine, it can make you look like dump!!
Going along with a sincere apology, I always find it goes over well with the client if you give them a follow up call in a week or so and see if things are still running smoothly and tell them if they have any other problems to not hesitate to call. In other words, be as sincere as you possibly can. It goes a long way.
Before I ever give a diagnosis of “bad wiring”, I run it through my cable tester. It’s a $30 piece of equipment and it’s great for confirming problems. With that and a crimping tool, I can make LANs dance and sing.
Better, you can tell *what wire* has the problem. 99% of the time, it’s a simple break in the jack, and you can pull that apart with a screwdriver and fix it in three minutes flat.
But yeah. CABLE TESTER. It’s a necessity if you’re going to be checking anything beyond the output jack.
Its definitely easy to tell what you have done wrong looking back on it, but when you are doing it on the fly and thinking on your feet its a alot harder and easy to miss things. Im well aware what I should have done. Im sure nearly everyone here has made mistakes that they typically wouldnt make or have the knowlege of how to find/fix it but still managed to do it anyway.
On this website, Im not afraid to post my mistakes as I am not the perfect tech. Im successful, I make a nice amount of money but I too make mistakes, some of them being classed as “rookie mistakes”.
I think something that many people who want to start a business are afraid of is making mistakes and they need to learn that it happens, even to me.
I think we’ve all had times when we’ve misdiagnosed something. I’ve tried a few different tactics and I’ve found that humility is the best thing. After I admit that I was incorrect, I fix the issue and move on. And a follow-up call is mandatory.
There have also been times where I have had “can’t determine the cause” cases but I HATE those. That is where I see people lose confidence. And why is it that if a mechanic tries to fix your car but fails, tries another part, fails and tries again, people accept that. But just one mistake with a computer and you’re an idiot?
Because of these issues, I have purchased testing equipment. It is just easier to spend the cash and make it back than to lose clients and reputation.
Interesting article. I’m in my third year of business and I tend to make more “can’t determine cause” than misdiagnosis. When that happens, I normally explain the difficulty I’m having, do my homework then return (hopefully) to repair the problem and don’t charge for my first visit…I figure I’m still on the learning curve and can’t charge the customer for that.
After every job, I find that writing it down into a scenario style format helps me stay on my toes. I can always refer to it and use it for future reference. Just like the book says. Time consuming, but great.
A very useful article Bryce. Thanks.
I agree you should fess up to your mistake, but I don’t think you should apologize “profusely,” as it only serves to underscore your mistake in the client’s eyes, and turn a minor mistake into a major mistake. Also, a good idea to explain why you made the mistake, but matter-of-factly, without protest or blushes. Most customers will understand that even great technicians sometimes miss things.
The best thing you can do is keep you customer informed if things aren’t going so well and to explain why.