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When Computer Dies On Your Workbench: How To Avoid The Blame Game
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When a Computer Dies On Your Workbench: How To Avoid The Blame Game
“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.
Download PDF ArticleSet 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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Good one Bryce.
I use a service agreement that includes:
* customer details including email, log-on passwords etc.
* a statement of the problems that they want addressed
* a statement that we are not responsible for hardware failures while the equipment is in our posession.
* that we provide a three month warranty covering the repair ONLY
* that we will if desired back up their files to our secure server to be stored during the warranty period.
* that they agree that in all cases our liability is limited to the charge we made for the repair.
Its a “living document” – any issues it doesn’t already cover get added in.
There’s also the agreement of freeing yourself from the responsibility of covering damages in the event of a fire or some natural disaster like an earthquake.
I learned the hard way, I created a text that says we are no responsable for any damage on the computer, on the ticket they sign when they check the computer In.
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i only do once in a while repairs so i used this site makes 100 percent legal straight forward forms you can edit leave blank or type answers in and you have to use a card number but not pay its stupid useing a card number for a free account that lasts 7 days so i used a expired gift card lol i just needed one form for everything i do good sit i have run into a few not many but a few like this its all your fault
or i worked at a place a lady kept bringing a pc back in with a web virus one of those sites and kept saying it wasn’t her or her kids well who the tooth fairy no you guys ok lady
Undersigned understands this is a risky repair and that many things can render the _________________ unusable, including, but not limited to such things as hardware failure, software failure, part failure, damage in transport, and releases from all responsibility for success or failure. Undersigned understands we will do our best to fulfill and complete requested repair successfully but also understands it is not always possible and releases from any liability arising from our attempt.
a cut from what i used and edited and added some things to trying to keep it short simple yet cover all the bases notice the transport clause