Custard19
From DotelTech
- Client: A real a**hole
- Problem: Warranty
- My Job: Repair Dude
I get a call from a customer who claims his CD-Rom no longer works. He was just using the computer and the CD-Rom stopped working for no reason. CD-Roms can fail for many resons, dirt, bad CD's bad luck. Fairly common problem, easily fixed. The Customer then tells me the unit is still under warranty. I check his serial number and verify the machine is in fact still under warrant, then tell the customer to bring the machine down and I'll take care of it.
The Customer arrives with his computer, I look at the front and see that the face has been smashed in. Not just cracked or "pushed" in. The WHOLE plastic face and metal braces have been smashed a good 2 inches into the center of the case. Upon closer examination of the case, I see Treed marks from a rather large Shoe.
I tell the customer that we can not warranty the CD-ROM or computer because of obvious physical damage. He of course is not very happy to hear this. He wants to talk to my manager. I know my manager will not replace the drive for free either, I being much more lenient on warranties then my manager, and even I wouldn't replace it. Customer talks to my manager who of course also refuses to replace the drive.
Now despite the kicked in front, the computer appears to be in perfect shape. Everything else checks out. I offer to install a new drive for the customer for no labor cost, if he was willing to pay for the drive. The drive at this time ran about $55, and labor normally would have been about $30. I thought it was a very reasonable compromise. The Customer does not. He argues with me and wants to now contact our regional manager. I give him the information and he calls the regional manager on the phone. He actually got a hold of him, long story short, regional manager already read my notes in the service order, and also says no.
They guy is now furious, he picks up his computer, which I remind you works perfectly except for the broken CD-ROM and plastic front damage, Walks out the door, and THROWS his computer out into the parking lot. He then Picks it up, and Throws it closer to his pickup. Lifts it up for a third time and then tosses it into the back of his pickup, he drives away and there are parts remaining sitting in the parking lot.
He destroyed a $1000 computer because he didn't want to pay $55, to repair something he kicked to death. Not smart.