When a Computer Dies On Your Workbench: How To Avoid The Blame Game - Technibble
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When a Computer Dies On Your Workbench: How To Avoid The Blame Game

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“But it was working fine when I gave it to you, and now it’s dead!”

Hearing those words from your customer can be a horrible experience. It’s a difficult spot to be in. How are you going to explain that even though you didn’t do anything wrong – the computer is dead. All the data in there is gone. And a very expensive data recovery option is the only hope.


Would you take the blame? If you do, you lose money and you’ll have to eat the cost for repair. If you don’t, then you still lose money and you potentially harm your relationship with your client. This is a situation where you lose either way.

Of course, anything unexpected can happen when repairing a computer. And making your customers aware of that, makes a big difference. Here are practical ways to prepare for the unexpected end of a computer while it is on your workbench.

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Set Expectations

Forewarned is forearmed. The fact that a customer has brought a computer in for a check up means that there is already an issue with it. That is why, setting expectations with your client is a very crucial step. It alerts your customer of the risks that goes with troubleshooting. It doesn’t need to be very elaborate, discussing models and specs.

You can use this approach: “You know, it’s highly possible for a hardware to fail during repair. So, is there a backup for your data?” Not only did you set expectations, but asking if backup was done makes your clients understand that there could be data loss. And it’s up to them to choose whether they want to take the risk or not.

Is there a need to set expectations if the customer’s computer is just a week old? Yes, absolutely. A newly purchased computer does not mean it is free from flaws. This is why it is issued with a warranty. And a hardware defect may not manifest itself right away. But there’s a chance that it can happen during troubleshooting. And you, as the last touch, will likely get the blame for it. To avoid this, set the right expectations.

You can say: “A hardware defect can still come out during repair even though your computer is new. In case of  a hardware failure, have you copied your data somewhere safe?” If your customer answers that there’s nothing important in there, and you can do whatever you want, just make sure you get it in writing. Which leads us to our next point.

 

Put It In Writing

Documentation is your next step. A service agreement, a contract, or an engagement form will do the trick. It’s a legal agreement stating that your customer has accepted your terms before you fix the problem. This is similar to a doctor having a patient sign a waiver after disclosing the risks of a surgical operation. But how should the agreement be worded?

A simple sentence such as, “I understand the risk of troubleshooting and hereby waives Mr. Technician from all damage and liabilities while performing repairs,” will not sound good. It must never appear like you don’t want to take any responsibility as a technician. The agreement must be elaborate, and also specific. So, there must be a clause that clearly states you agree to be accountable for certain situations.

 

Offer Data Backup Service

Instead of leaving your customer without any options, you can offer to provide a data backup service. It allows you to cover yourself and up-sell them to generate more revenue, so it’s a win-win. A checklist along with a legal agreement will be a productive tool. Some technicians prefer to do data backup before troubleshooting. While the pre-service agreement can bail you out for data loss, your customer will have a negative experience. And this can lead to you losing potential customers because of a bad review.

Although a computer dying on your workbench can be dreadful, these steps can help ease the blow. Set the right expectations with your customer, use documentation for your pre-service agreement, and always offer data backup service when you have the opportunity. A client may still blame you, but you will have a solid footing in defending yourself from a fault that you did not make. You can avoid losing money, and you earn the respect of your customers too.

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