Customer with Alzheimer. That's not my tablet. Now what?
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- Опубликовано: 3 окт 2024
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I had a customer accuse me of this once with a laptop. She told me my laptop didn’t have any stickers on it . I asked her to wait for 5 minutes. I went in the back and downloaded the CCTV footage of when she had come into my shop . I showed it to her , it very clearly depicted the laptop having the stickers on it when she dropped it off. She picked up her laptop and left my office without saying a word . I learned a long time ago to have good HD cameras that record video and audio. No “he said , she said “!!!!!
We take pictures of every item that is booked in to our repair shop after a customer accused us of damaging his laptop lid.
Facts. I’ve seen tons of people I watch who do repairs who always have that one person a month or two who claims you messed it up lol.
My only suggestion to add to this is to make sure the pictures have a timestamp of when they were taken embedded in the picture, not just in the EXIF data.
and/or record video at the drop off or unpackaging
Include the customer in the photo.
why did you not fix her memory
lol 😂
lol
😅😅
That's the human repair shop aka "hospital" job, not his .
You are out of line!
Add the following to your ToC:
All customers are required to have the capability to identify the device they drop off for repair. If not they should be accompanied with a person who can.
x)
Yeah, sounds good.
Brother that would negate like 80% of customers. Pretty much no one who walks into my store has a clue what phone or laptop they have beyond the brand logo printed on it. It's insane. They upgrade phones every year and don't even know what they're upgrading to. Just as bad with macbooks too
Just run a memory test :)
@@EarthSouthside very true, otherwise it's prejudice or agism.
My mother had dementia it's horrible to see people like that, she can't help the way she is, you dealt with the situation well thank you, poor woman, you did the right thing still treating her with respect
If there is an alzheimers society or organisation in your region contact them and they will be very helpful on how to deal with customers who have alzheimers. You already used the appropriate skill patience, caring, compassion and understanding. Always treat them with respect as you would with any person. Great Job
He did nothing
My mom has Parkinsons and she keeps getting mad at me telling me she wants to leave the "hospital". She is actually at her home that she owned for almost 50 years. There is no arguing or trying to use logic, so I just say, "we are taking you home in 2 hours".
That’s sad. It maybe her subconscious recognition of the illness making her mention hospital. Like she knows she’s unwell on some level and wants to escape.
😂
@@gaynzz6841 Sounds funny. I’m trained in dementia Worked with patients from early onset to end of life for many years. What people say and what they mean can be very different depending on type or types of dementia and what stage of disease/diseases. Often more than one type even when only one has been diagnosed initially.
@@enchantededition6879 I didn't mean to be indelicate but from a certain point of view it just sounds funny. But yeah, i know it really isn't and am glad nobody in my family has it
@@gaynzz6841 I know you didn’t and if I came across like that I didn’t mean it either. Genuinely felt for the original poster and the position they are in and what they are dealing with. I see it every day. There’s no words that can fix it sadly.
It is very commendable of you that you were so patient with her.
Why is that a good thing? She is not going to remember him or this interaction anyway.
@@sliwka621 Because kindness is always the best thing, in any situation.
@@sliwka621 Because she is a human being and an ill human being at that!
@@martinfurtner2136 That's actually a pretty good advice.
You did well, ignore the idiots who are posting and remember, this could be your Mother or relative, we all get old, and I am in the last quarter of the game of life, as we speak. Your kindness is wonderful.
I work in a small engine shop and we often get people saying “ that’s not my machine “ . Mostly it’s women who have been asked by their husbands to go pick up the lawnmower / chainsaw etc . Had one who rang her husband and said that we were trying to give her a red mower,when their one was blue ! Husband replied that “ actually ours is red “ 😂 . Mostly the confusion arises because we clean them when we are done - customers aren’t used to seeing their machines clean .
Anything with alzheimer's or dementia is a difficult one you did well with your patiences with the lady.
Dementia is correct it’s the umbrella term that Alzheimer’s falls under.
Just let your customers sign a piece of paper that has the serial number and model of the dropped off device on it so you can prove your point when you are done.
Very good.
i was thinking the same.
We always note the serial No. And model. And custom sign's to that.
Then they say they have replaced the sticker.
@@sulcusulnaris if you look on the settings on ios you can see the serial number, on android it should be the same
thank you for being patient with her... i know how frustrating it can be dealing with someone with that condition. keep in mind if that was your mother or father, how would you like for them to be treated.
Thank you for being patient. This person could be someone’s mother or spouse etc. a lot of different conditions can cause confusion and memory loss it is very sad.
We always give the customer a repair intake form when the customer delivers the device for repair, which includes the serialnumber of the devices he or she turned in for repair.
This is actually one of your best videos, we all deserve a laugh but your sheer understanding and consideration is above all respected.
I had that happen to me with a customer and their hard drive. She swore it wasn't her's and didn't know the people in the photos. She was a young lady however, and I thought I goofed and brought the wrong hard drive back to her. So I looked through hundreds of photos to see if she was right. She was in the photos, but said she didn't recognize them. She said maybe she brought me her mother's hard drive. She refused to pay for the recovery or pick up the drive.
Ask for a family member to contact in case of emergency when they leave a device with you.
This is a good idea.
We had a customer order a custom built fiberglass camper shell for his pickup truck. Custom painted to match his truck, loads of special order items… these things are mostly hand built fiberglass units that take many weeks to build. We take half or more deposits on these orders. This one the man paid in full. When the cap arrived at our store we called to schedule installation. We could never get an answer on the only phone number we had. Finally we got an answer and the sweetest old man clearly suffering from some form of dementia, could not understand who we were, so we asked to speak with someone else there with him. He spent 15 minutes wandering his property calling out for his wife before his son finally took the phone and informed us that his dad did indeed suffer from dementia and his wife had passed away several years ago. 😢 Talk about a gut punch! Apparently he had basically gone from a completely coherent self reliant old man to barely functioning in a matter of a month! 😢
The gentleman in the car, definitely should’ve came in with her, to help take care of of the situation. That young person definitely knew she needs assistance and chose to be lazy.
I work in home healthcare and this kind of negligence pisses me off.
he had a broken leg
"Negligence" dealing with family with neurodegenerative illness is horribly difficult and unrewarding, you get abused verbally constantly. You can't even call for help. And the second you stop paying attention or try to breath for 5min someone with no context immediately call you negligent or worse.
Could be an UBER driver or something, they would be no use in situations like this
Maybe he has social anxiety
maybe he is just an uber driver?
I was gonna tell you what to do if it happened again, but I forgot
You definitely handled that situation very well by the sound of it.
I had a great aunt like that...
we would go visit her , spend an hour explaining who we are...
she would send us to store.
we would come back and she remembers nothing.
rinse and repeat with the explaining who we are and here's the groceries.
I work in healthcare and literally the only thing you can do with them directly is to just agree with whatever they're convinced of, no matter how insane it may sound to you, it's more traumatic and more difficult for that person if you keep disagreeing with them. I would try to get in touch with the family somehow and just give it to them. Might take awhile but you may be able to somehow ask her for her kids phone number or something. Just an idea, also unfortunately her days are quite numbered at 90 years old. Somebody also mentioned trying to contact the local alzheimers society thats a really good idea.
It's not difficult you just have to sign the contract with a copy of the IMEI number and or a picture of their device. This is standard practice in the industry
im currently working in LA, in a store with 10 years here...
We always give the customer a receipt, and they need to sign it, and if we need to order something, we ask for a deposit, with the deposit, we are covered in the case they dont come back.
My Neighbour suffered from the same, it was very distressing for her and everyone. She could not help it, nobody else could do anything to help her, so sad.
I worked in a TV repair workshop and had a customer adamant that the TV we were handing back was much smaller than the one they brought in, even thought the model and serial Numbers matched the receipt.
You need to have the serial number on the service form you issue when you accept the equip. So in this case you just say look there is the serial number we wrote when you brought us the tablet!
Her family should have visited you for the repairing and for the pickup. Feeling sorry for that old lady. Love from Pakistan.
You did the best you can as a service provider. I'm not sure there is much more you could have done. This is really a very unique case. I have certainly learnt somthing from your experience.
Well done Alex!
it a common problem, you could ask her things about when she was young and she would remember that like it was yesterday, and then ask her what she had for lunch... crickets
I've been like that since the '80s :D
Unfortunately, Alzheimer is much worse than forgetting what you had for lunch. You forget your wife is dead, you stop recognizing your sons, you forget how to walk.
From experience: Really old people should stick with their old devices for as long as possible. I've often seen old people become deathly unhappy after switching to a new device because the usual steps no longer worked and ultimately the device was no longer used.
I enjoy your stories. I like your "lectures" too about being a better customer.
Serial number should be on the form the customer signs...
otherwise, as long as she pre-paid it's really not a huge problem.
It's great you being so patient and kind. We all get there one day...
What a shame for her. She has maybe lifted the wrong tablet from her house thinking it was her tablet
Sometimes, you have to roll with the punches and just do the best that you can. You did this and no fault of yours. That you understood the situation & managed to keep your humor about the situation does you credit. Some people need help and someday, you may be in a similar situation, so understaning another person having a health issue is outstanding!
If you don't already, I would simply write down the serial number on any items like that when the customer drops it off and have them sign that they looked and could see that you put down the correct serial number.😊
I'll tell you what, of all your videos that was by far the one that made me smile the most, you're a credit to humanity. Greetings and kudos from England (yes, the place that is cold and awful most of the time). Always keep good CCTV and audio for a good retention period to help in situations like these.
It's very difficult dealing with dementia issues. Patience it sounds like you handled it properly.
Considering that you didn’t have any terms and conditions set up for a situation like this I feel like you handled it well.
Ah bless 🙏 the coustomer , I feel what you did was the correct approach I would of done the same with the serial number, terms are fine , it’s a 1 in a million situation, I love the openness of your videos Alex your a good honest person gb 🙏
You are a great person!
Don't you print them a paper about what device they handed over to you, in what condition, etc. (including serial number)?
My assumption & opinion is that the main problem is you did not introduced big boss to that customer. 😅
That is an assumption on your part.
You did a good job. Here’s what you should do, write down serials for every one including imei or esn if it’s on the back. Take photos if you can. Give them a copy, have them sign it.
I've had similar issues with my past businesses. You can never really prepare for all these situations. All you can do is try and figure out how you can deal with it better the next time it happens and update your terms of service as needed to protect yourself.
In a situation like this I think it would be handy to have a photo or photos of the device with the customer signing on the photo to agree that it is theirs with the serial number listed and have a signature on the serial number as well.
My dad had dementia. He went to the chemist and insisted that he had won their 'prize' (which didn't exist). He was determined to get it, but eventually gave up. He reckoned that they ripped him off. It must be confusing when you truly believe something and others are telling you it's not real.
wow
I would not charge anything, you did everything right.
Yeah Alex, one in a million man. Going through all the customers through the years, we have solid terms. But, it's contingent on the customer. Like, if a customer has financial issues. They need it done, but can't pay til Friday. We'll work with them.
But yeah man, I think you handled it well.
Good to see you Alex!
Fair play to you Alex !
Another great video. You're reminding me of my late Mum with that Alzheimer customer. You did well. I hope your customer does get reunited with her device. I guess you need to wait a while longer for her to come back on board and arrange for a ride
My late grandfather drove a Ford Escort 1984 model. At 90 years old we tried to put him in another car to upgrade him a bit. What a mistake that was! The poor man looked at us helplessly. We got him out and never tried that @ again. Ps You don't need speed to have fun, just a Ford Escort 1984 model and 40km/h.
I'm only mid 30s and can relate to him
It’s too bad these things happen. You guys fixed my PS5 few years ago and the service was top notch throughout. My PS5 is STILL beast!
This case is so rare ... as you said ... 1 in a million ... so no need to change the terms
I would deliver the tablet, wrapped as a gift myself. No matter how busy I am, helping the elderly lady is always worthwhile
ive dealt with many older people when i was working at the repair shop and its never easy when they're at the stage, we would writedown the serial number or any kind of unique id number of every item we take in and have it on the customers receipt as well as a record for ourself so there's no confusion......if anything else stuff like this trains you to have the utmost patience
You can't have rules for everything. You can't beat the life.
exact
Just implement a quick Customer Memory Quizz for customers above a certain age, before accepting the work on their devices.
I was making a bunch of food for a birthday party and needed to borrow another pot from a family member. When I returned it, I cleaned it and shined it up. Then got into a 20 minute conversation about how I am not returning a different pot. This is the same pot, just cleaner. I know it was hers because the manufacture name was laser etched on the side.
I would have checked if she had email, pictures, apps or games on it to see if that refreshed her memory.
Great case story.
Having dealt with family in a similar situation, all you can do is keep repeating the truth, and keep being patient with them. Other than that you can't really do much else until they have that rare moment when they recognize the truth and your patience is rewarded. Unfortunately, as the condition progresses, the moments of clarity become less frequent, until they almost never occur. Having first hand experience with this scenario, that is about the best advice I can suggest. You already document the devices, you already have explicit inventory control and tracking. So beyond taking a selfie with each customer holding each device? Even then, as I learned, the person suffering will even deny that the picture is them in the picture, they will fail to recognize others as well as fail to even recognize themselves, as the condition continues to rob them of their memory and awareness.
When I did phone repairs, I had a customer drop off an iPhone 5c for screen repair, and when they came back, they tried to tell me that they had left an iPhone X .... fail scam on them, as at that stage the X was only just released, and we had not done any screen replacements yet, as the aftermarket screens at that time were bad, so we refused to use them.
The tablet already recovered. Just go to photo gallery and check. Definitely got any photo of her.
Hi Alex! I have had similar experience 30 years ago in my computer repair shop. A customer came in the shop bringing a P.C. that was not turning on. We filled our acceptance form with all details, we were also habits to apply on the product a label having the same serial number as the form. Over the that, we were taking photos of the product from different angles to get evidence about pregress broken parts. The P.C. was in really poor condition, not clean, full of dust. The problem was in the power supply, probably it was melted due to the excess of dust that was obstructing the air flow causing overheat. We replaced the power supply and cleaned up the case, making it clean and briliant. When the customer came to pick it up he started streaming it was not the P.C. he brought, starting a very offensive discussion. I tried to keep calm and kindly gentle, but after almost one hour of useless discussion I decided to kick the minitower out of my shop. Customers are always on the right, side except when you have proof about they are not.
@ 5:15 the swallowed battery was the reason for her remembering the wrong size of the tablet 😅😂
You handled great (Y) keep the terms as they are.
I am sure you made it better than factory and that’s caused the confusion 😂
Sad to hear about the lady , but you did well! Pictures of everything that comes in the door and person that brought it in.
"i am guilty - not only for this but for everything"
Good on you Northridge. Your karma cup is full today.
When I worked many years ago in a photo studio we had one day an old gentleman as a customer that asked for nice photos for his passport. The next day he came again to get another set of photos. We thoght maybe he needs more or lost rhem so we did again. When he came the third day in a row to get some we got super sceptical and had a discussion that he got already 2 sets and during that discussion we realized that he had also a memory problem or alhheimer or so. He came for like 7-10 days in a row were we send him back home telling he got them already until he probably realized. I don't want to imagine how many business might be out there that would abuse such a customer by selling him the same over and over again.
I've had a few over the years. Most recent was a regular customer who brings his laptop in for servicing every year. I serviced it about two weeks ago. One week after he collected it, he called me to ask it he could bring it in to service. I realized what was going on and told him it was already done but no problem; just make a note with the date of the last service and stick it next to the laptop.
Did u double-dip lol?
@@bravefastrabbit770 No, I like to go to sleep with a clear conscience at night lol.
was that an older guy?
@@gaynzz6841 Yep in his 70s. It's pretty sad. :(
When i used to work at a repair shop the terms and conditions had some spaces to fill in customer details as well as device model, serial number, accessories included, and any cosmetic issues on the device. It did help a few times with customers arguing. Mostly the cosmetic damage section. Like no, you signed here that the screen has a scratch, we didn't do that. You wanted the battery replaced not the screen. Good luck and thanks for sharing your story!
Great that you spend the time with you customer to clarity. It is important to be human in such cases.
You already have cctv brother, just add an on desk camera it will fix your problem. I guess 😂
Makes sense to insist pictures and serial number are recorded by the Customer , before any work is done
It's so sad to see old people so confused. You did your utmost to bring her happiness and to no avail. God will bless you for your serious exertions in trying to do a good job. God judges the heart ❤️ every time.
This has already happened to me, I repaired a TV for an elderly gentleman, the day he came to take it back he told me that it wasn't his TV, and it's because I systematically clean the devices I received, there were paint stains, that's why he didn't recognize the television, luckily I asked him to bring back the warranty papers to check the serial number 😂
I have three relatives that are in various stages of dementia/Alzheimer's. It's not easy because they don't know what they are doing. It's also scary because it's something I may have to deal with personally in the future. It takes lots of patience and I've learned not to argue with them. As others have stated in the comments, photos of the item including one with the serial number would help.
I really appreciate your video its very helpful. I left this job because if customers issues.
Booking in repairs, I'd always note some kind of serial number and note any damage/scratches on the device (specially if thats what we are repairing) for the customers receipt to say what we have taken and what condition its in. We then both keep a signed copy of the submission receipt. Looking back, photos would of been more appropriate, as there was always the odd customer "I never gave it to you THAT bad", trying their luck to get a new device.
Ticket printout with a service repair number....one for her and one for the unit.
I have done a LOT of tech support over 40 years and feel for you sir!
Older tech phobic people can be extremely attached and not want ANY changes EVER! And will refuse any assistance from anyone helping. Try explaining two factor authentication much? LOL
I love it when it starts "I called Google to ask about my phone..." 🙃
Only so much you can do sometimes...
If she already paid as you mentioned, maybe consider mailing it to her. She might be delighted to have it and not remember any of the issue. Just a thought. It's really sad the driver did not come in and assist.
What if you were both right? She brought in the WRONG one🤣
Tough situation man, you did more than enough. If someone can't remember things, nothing you can do.
Maybe take a picture of the customer holding their device when they come in, that is all the thought I have :)
You handled great, keep the terms as they are.
😂😂😂..... Never imagined there would be a problem as complicated as this in the repair business. Thanks for sharing
You did great with her
I have had one experience with that. I work in an IT company and one customer did a ticket about something. Cant remember what but something simple. He didnt remember when i came to his workroom when i asked that you had a problem with something. I told i will just check hes laptop and fixed it and thought nothing of it. Some weeks later i was asked to take some backups from pics to a usb stick for him and he didnt even remember me. We were very known to each other. I had fixed hes laptop many times in the years past and he wasnt even that old. Nearing 50 but they told me that he has some memory problem and will leave the company. It was quite a sad moment.
I experienced something similar. I was a computer guy that visiyed people on location to fix things, or give instruction on how to use computers. One day an old lady asked to instruct her how to use email and her printer. I visited her to set things up and made a schedule for weekly instructions/course. The next time I was at her doorstep she said: who are you, I don't know you and shut the door.
I just left her be, without payment. There's nothing that can be done about it. And more persistence would only upset her more.
It rarely happens so I'm not bothered by it.
You don't have to change anything in your ToS. The fact that you took a prepay is brilliant. This was a 1 Off Case
had a customer accuse me of this once with a laptop
Very Simple: add in the T&C that in the repair application you must enter the devices serial number.
I would've asked the young guy for assistance, maybe he can help.
It was probably just a regular driver(taxi, uber etc) that would explain why they waited in the car. There is no way that was a relative or healthcare worker assisting her. You can't expect someone who picked her up maybe 5 minutes ago to know her life story or condition.