You stole a part from my laptop - How to respond to negative review
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- Опубликовано: 30 ноя 2019
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The customer doesn't know how to repair windows but knows all the hardware inside lol.
Very good point...
Rob Vazquez yeah how can you install a hard drive but not know how to fix windows
@@Indy2109 Not even fix, he was just asking for a wipe and reinstall...
Donkeys are donkey to ever
I know right ?
Like always, no one is leaving a positive feedback if they are happy, but soon as they have a issue, 100% they will give you a negative one
im a fan of you sir sorin
Doesn't this make you a guy who disrespect those who leave a positive review and appreciate the work done? In the video you could clearly see a woman leaving a 5 star rating.. Just saying..
I think when you really want a positive feedback, you just actually need to ask customer to do it.
@@inwerp 100% agreed, anytime i give any kind of discount customer go bad at some point. so just firmly stick with the price is the best practice.
Nahh I think the customer was confused about his own hardware IMO, As I stated in a post before, The unexperienced who have never opened up a laptop might have been seeing 2 partitions and thinking he had 2 physical hard drives, overheating could have been explained as faulty thermal detection OS side, sometimes laptop bloatware controls the thermal controls aka fan speed instead of BIOS, if the laptop was taken in previously someone could have set the fans to run 100% all the time, upon installing the new OS this was not the case, fan speed was running normally and thus overheating occurred, still need to address that overheating issue though. - there was an opportunity there to educate and missed.
You know what the biggest crime here is: taking your laptop to a HARDWARE REPAIR SHOP to install windows.
right? Like this guy has such amazing skills at fixing laptops. Literally some of the best i have ever seen. it’s like asking a michelin chef to make you macncheese from the box... sure you can do that but it’s one hell of a waste of their talents.
😂😂😂😂😂
That dude can't make up his mind in the first place, but he knew what he was doing..
Not a crime. 90% of ppl who can install Windows can’t set up all drivers properly!
Back in 2014 or 2015, someone i know took 2 laptops in to have windows reinstalled
The "customer" probably had two partitions on one drive, hence, a "c" and a "d" drive. That's being charitable. Basically, that "customer" is an idiot.
Dang. That's a really good explanation 👍👏👏👏
No solution for this customer. There's one like him in every business.
Yes,you have solution. Someday in the Dark you wait for him with baseball stick and action on his legs and arms ;)
Too true! I had an extended family who tried to strong-arm me in person over a hire machine they broke.
Actually, they are lining up outside every decent shop. Scammer shops will bring stuff to legit shops, then play all the cards to get REPAIRED gear back for FREE so they can charge their customer. It's disgusting, annoying, and happening every day. I've been in business since 1985, and could write a book on these scum suckers.
what the customer is guilty of is not kmowing shit .
The best way I found is to identify such "customers" in advance and refuse them service. But be careful and polite about it. Try not to anger them.
Ps the guy was trying to get free stuff. And apparently it worked elsewhere. According to Yelp.
@Klaa2 or Yelp attracts shitstains.
You're not supposed to ask for free stuff for a review or being paid for a bad/good reward.
Someone giving so many reviews are definitely doing some shady shit to get free stuff.
Yup he wnt to a cow farm and he got free COWDUNG🤭🤭🤭
Or he own repair shop nearby
Bro I’d work for you in a heartbeat, you sir are a unicorn in the business of computer repair.
"Elite user" sounds like "elite scammer" - probably gets free stuff off of businesses all the time by coercing them.
You didn't steal his brain either - that was empty by default 😂
Ahahahahhahaha
😂😂😂😂😂😂
hahahahahahaha, greeting from morocco
best comment ever!
Sounds like he had mistaken HP recovery partition as a second drive. Some people want everything for free.
He states in the review that he physically marked the drives in the past. Could have been a lie but that just about rules out being mistaken about if it had one or two.
Or, he was simply a scammer.
We can pretty much make a safe bet that a someone who isn't smart enough to make a clean windows install by themselves isn't smart enough to know the Recovery portion of a drive isn't a second hard drive. Seems pretty clear cut the BSOD's were really being caused by an overheating and not a windows problem. This asshole knows just enough to be dangerous and leave yelp reviews which is a fucking scam itself.
@@drivejapan6293 nah he's lying he couldn't even clean his laptop correctly
my guess is that he thought that because there was a C drive and a D drive listed there must be two hard drives.
Perhaps he thought that he had two harddrives because his HDD had two partitions
If you know what a partition is, you know how to re-install Windows yourself... you don't go to a shop for it unless your previous calculator was an abacus...
@@SeedlingNL some laptops used to come with a hdd which was split in 2 partitions
True, that is a possibility.
Your response was perfect. Why would anyone want to throw even more fuel on an internet argument by sinking to someone's level. That's just a guaranteed way to keep the whole thing going. A quick professional response with nothing that can be turned against you.
My dad used to have a computer repair shop and i had a phone repair shop.
The solution we found out to fix this issue is to have a form that need to be filled and you give a copy to to the client with all the specification of the hardware and the problem.
Brand: Lenovo
Model: T550
Harddrive: 1 (512GB HDD)
CPU : 3.4GHZ
Notes :
Serial number :
ect
With phones, you can just save the IMEI .
Then take a photo of the device before you start operating on it. Lot of people will complain about scratches that they had before.
but all these procedures take a lot of time
@@toufiktoufik3196 Less time than thinking about a Yelp reply or the frustration effect.
@@WeFixTvs Not if you have a prefilled google form.
yep. we do the same. and you cover your ass
Are you serious? How can you remain in business if you are recording all that information? I got out of the hardware repair business a long time ago, simply because hardware prices fell. You could spend let's say 3 hours diagnosing & repairing a fault. £50/hour, that's £150 for your time, now you also need to charge for any parts. I can't see how you can make a profit on that. Especially if you need to buy diagnostic equipment (hardware & software), never mind the hidden business costs (insurance, lighting, heating, rent, rates, etc).
Most places don't actually repair anymore - they simply swap out parts (I hate it when they state they repair when they just swap out a logic board - that's not a repair!)
Liken your repairs to a mechanic - can you imagine it they started taking pictures & recording all that detail?
Oh and my favourite moment when they ask what was wrong, you tell them and they then say - oh I could've fixed that!
I had something like this happen once. ( in the late 90's ) I called the police and let the customer make a complaint under penalty of law. They choose NOT to file a complaint after the police officer showed up ). They knew lying was one thing but filing a false report would get them jail if found out. Luckily, it has never happened since. I would handle it the same way again.
I'm not sure police would appreciate being called upon many times for those case
@@urilou777 I called the non emergency number and they take reports all the time for various small crimes, it is part of their job.
@@batsonelectronics then, its actaully a really good idea. But i dont think anyone would bother so much
Good morning from Greece, I have seen many of your videos and I have understood that in addition to being an excellent technician, you are also a very good person, because you should know that a bad person is also bad at his job, you have hundreds of repairs and it is a great pleasure to we see you repairing and at the same time we learn a lot of things from you, just don't listen to anyone especially those who think they know something when they know nothing, you just do what you know best the awesome job you do, and take care of the big boss , my greetings from Greece.
That’s a really eloquent and tactful response, nobody can bring a good and honest man down 👍
This guy is a professional complainer, I'm glad you sent him on his way. The review speaks volumes about his personality. People like this cannot be satisfied.
He certainly is but it looks to me that he has very seriously lost his way in life. I suspect that he is a very unhappy individual and no good will come to him.
This is one of the reasons I no longer do repair work for the public. Too many crappy people thinking they were doing me a favor by giving me business and then griping when they break it a second time, expecting me to fix it for free. Nope.
i was self employed and also closed my business i am tired of this crap
LoL Then don't work at all then. You're not obligated to, and it seems you can't handle your profession. What a fool.
@@XsaviXander Wait what? Where have you taken that? Its not like its only thing he can do with what he studied you know? Actually theres quite a lot of different proffesions he can do with his school. He just chose not to do the one that didnt suit him. Thats all. And again its up to him to decide. Same goes for me. I have completely different field of study and I can also work in number of different proffesions ranging from ones where I have to interact with public to those where I barely have to speak to anyone (and you will be surprised but the latter are actually much better paid ones).
@@XsaviXander LOL, I've been handling my profession for 25+ years. I have a job that pays me enough that I no longer need to take repair clients on the side. That means my free time, can be spent on my hobbies and with my family. That also means less burnout for me, and I can enjoy my job. If that's foolish - making more money, having more free time, and being able to enjoy my job, then I'm foolish.
Alex, your response was very professional. Maybe going forward in your terms that you get them to sign, you ask 3 simple questions: 1. how much memory in the device you returning? 2. how many hard drives and approx sizes in the device you returning? 3. any other components (apart from the main device) you returning?
I have 14 years of experience dealing with clients and you are absolutely right in how you replied to the negative review. Being professional is everything but also be frank. People tend to appreciate tactful bluntness.
sir this one isn't customer, this is a thief
True, But like gun laws in California even if a thief walks into your house cause your door was open and he steal stuff, DO NOT EVER argue or fight, Aim to kill or just chill. Cause if you don't kill them, They can SUE YOU. Yes i'm serious, This is the most twisted law i've ever witnessed in my life, But that is California for ya. So kill your thief customer with your generosity and kindness, Cause if you curse them out or talk bad to them, They can always sue you. Welcome to America, People can sue for anything. SAD, ha?
Michael F the fuck? Someone breaks into your house, you threaten him to get out as an example and you get fucking sued. Dumb Fucking law, twisted asf
@@Geniusinside2023 so this isn't america this is the jungle and you are in the middle (california)
@@Geniusinside2023 "But like gun laws in California even if a thief walks into your house cause your door was open and he steal stuff, DO NOT EVER argue or fight, Aim to kill or just chill. Cause if you don't kill them, They can SUE YOU. Yes i'm serious' well yeah, you don't have the right to shoot someone even an intruder who isn't threatening your life. If your life is not in danger and you shoot that counts as attempted murder. The police also cannot just shoot an intruder unless they feel they are threatening them or anyone else
@@Geniusinside2023 ive heard of this law too and i think its more than just california that has it.
Customer brings laptop to a repair shop for a Windows reinstallation, that already means everything to me lol
For real its literly free and takes 15 mins and this guy charged em $86
@@Rotary12A nothing is free.
@@Rotary12A Windows is not free, labour is not free. On a slow ass HP laptop it also takes way more than 15 minutes. If you're that cheap fix it yourself.
I charge a €60,49 flat rate for every repair. If a customer can't afford me, than get a cousin, the neighbors' kid or a student to fix it.
Everything is easy if you know how to do it but not everyone is computer literate. Just like people pay plumbers top money to connect a pipe or a mechanic to change their oil. Both jobs that can be done very easily by anyone, but if you have never been shown how to you wouldnt know how easy it is.
What this guy taking it to the shop for a reinstall ahould tell you (and the shop) is that he has no knowledge of computers and his diagnosis of the problem should not be relied on. Rather than just (trying to) take his money for unnecessary work which wont fix the problem they should have diagnosed it themselves and done their job properly.
Nxt25 windows is free, you can literally download it but need a key to get rid of the watermark
You did such a good job in responding to the situation. You were rational, scientific, calm, and above all, respectable and honest. It’s great to see how you turned a negative situation into a shining moment. Great job!
I can only tell how beautiful is to here from customer "You are very prefessional, easy and quick helped me with problem, you know what are you doing".
That is kind of customer I would like you all to have 😊
you have to install security cameras and take them on video for some scam like this in the future
Either trying to scam you or MOST Likely - he thinks partitions are physical drives
My RAID would blow this guy's mind
youre giving the scammer way too much credit. this is one of the oldest tricks in the book.
In my perspective you've never shown anyone that you are a fraud or a stealer or anything cause you fixed so many and always work like clock work on every rule and and always shows us that you a very experienced and very skilled in what you do and even have your days where you need help but never let this guy get ya down cause I know the customer is always wrong even tho most are right so keep up the great work and you'll be sound
I don't know how to sodder and I don't work with small device repair at all but I love all of your videos. You have great business and life advice to offer, for your kids and anyone who is lucky enough to worm with you, you'd make an excellent mentor
You knew this guy was trying to scam you once he asked about the second non existent hard drive.
Especially since he would have to have opened the machine to know where the hard drives would be, and if he is not afraid of opening it, he can certainly install Windows by himself. Asking for it to be opened before leaving shows he was planning that from the beginning.
To be fair, people can really be that stupid. "Oh that space it's empty, so he must have stolen it."
Very professionally handled and great answer with not speaking the same language. I’ll embrace what you’ve said and use it in everyday situations xx
So true, what this man said could help in many more situations and people need to learn from this.
I don´t think so. There are a few Things here that somehow matter. Did he open the laptop when it came in and looked at it himself or was it someone else? Did he make a list of the hardware and parts he did get from the customer and did he let it get signed off by the customer? (because if not than he can´t really disprove the customers claim so he should ALWAYS do that)(also if he can`t disprove the customers Claim the customer could have actually have sued him for stealing the part even if it wasn`t there in the first place) And last but not least if there wasn´t an overheating issue before he "repaired" (doesn`t matter if he didn`t touch anything inside) it somehow is his resonsebility to fix that for free because for all he can know at that point it actually may be his fault. I get that from the stroy he told it sounds more like he just had bad luck with getting an asshole customer but his Story is missing a few Details that in a case like this are very relevant. Also his Reply sounds like something a big cooperation would issue as a Statement after they really fucked up.
Seeing this brought me back to when I worked in computer/IT repair.
We had a customer once that brought in their laptop for a tune-up and windows refresh. After the service, they pick it up, but then come back a few minutes later and say "Hey, you didn't give us back our battery!" I was confised by this because a part of what we did for intake was put a sticker on all separate components and record their part numbers/what device it was, etc... then catalogue it into the ticket system. When we checked out a computer with a customer after service, we ran through a list of all the parts that came with it so that they matched up with when the ticket was first made. Everything matched up. Battery was there.
So after back and forth for a while with them getting angrier at us, we decided to look on the security cameras we had. We had one right above the front desk where we intook the PC, and cameras above our workstations. WE showed them the video footage of intake, repair and checkout with a battery present in all videos as well.
At this point they're claiming we performed "slight of hand" on them and got really pissed because we adamantly confirmed everything came in and went out.
I go to the back and call the boss and tell him the situation. He tells me "Yeah, so you know the box of dead batteries we have for recycling? Just give them one. Obviously they're trying to scam us. Say that we were wrong and must have misplaced it on checkout and it ended up elsewhere." So we gave them a battery that would only last for less than 15 minutes on a charge. Never heard from them again. No bad review or good review. One guy and I kept dead batteries around because we'd do crazy projects with them for fun as well if we didn't recycle them.
We had some close calls with data as well like you mentioned in this video. Regardless if the customer said they wanted all their data wiped, we'd make an image of their drive and keep it on a NAS for safe keeping. A few times this happened, and the customers wanted everything back to the way it was, so we'd restore the image to their drive, do a minimum charge (which was $32.50) and send them on their way. If they didn't want to pay the minimum charge, then that was also fine. The sooner they got out, the better.
While I miss the industry, unfortunately because there are bad places out there that scam customers, lots have his view that what we do is a scam, so they purposely transfer their negativity into the transaction and scam us in return for revenge. That's the basic gist of it. Granted, what I do now isn't any better. But having the title of 'Chef' gives me more authority over people in my establishment... Lol.
This has saved me a bunch. I have a box full of hard drives with my inventory numbers written on sharpie. Half of what I do is speeding up some computers by replacing hard drives with solid state drives, sometimes I'll clone the image and sometimes I will install fresh windows.
The old hard drives have saved me once or twice when customers needed their data, in one case a customer lost his computer 3 weeks after and needed his data back and I just happened to have this hard drive. It took me about an hour to sort through them to find his but I found it.
I do this as well, I make a system image before I wipe any drive at all. Then when I get back to them I let them know that everything has been reset like we discussed and tell him that if there's anything that he's forgetting he needs to tell me ASAP.
This kind of customer needs to go to the phycologist. Keep up the good work.
Thank you for this video I am over 70 and still able to take a positive learning stance after dealing with the public for most of my life
This video proves what a dedicated professional you are, and the response was incredibly good. If you were in my city, you'd get all my business!
fyi: you can mail him stuff to fix.
WOW.... I read it, paused so I could. I'm a Computer Tech and have been for 17 years, I've been around many techs, bossés and others in IT..... Frankly I beleive the guy who posted the review generally speaking for the first half.. I could imagine this exact scenario as he described, it's too detailed to be 'a lie'.
I don't think he had a second hard drive and he's just mistaken there and it's come from the initial frustration.
To me.... I'd say this is a typical shop, quick in and out to get money. The customer comes to pickup, had a problem.... and boom... scrambling on the spot to do a quick fix to get rid of them. Seen that ALOT from difference places and people.
It comes from a lack of experience, that of a boss just wanting money... That fake it until you make it or just pure lazyiness. So many businesses claim they can do EVERYTHING.... just to get money from customers.
This to me is a clear cut case.... you didn't know what you were doing (whomever worked on it), they didn't have A CLUE on how to diagnose the issues, didn't even most likely run ANY tests..... just wiped, fresh install, called customer come get.
So no. Ashame, I'd love to back you but I beleive the customer completely outside that second hard drive bit, it's too detailed to 'make up'. People do not go out of there way to make up such stories. The hard drive is just to hurt the business because of the crappy job done.... He didn't need to do that, but... understandable given the frustration.
Clearly a case as your response states - to strive to do better. To you or any business, if you really don't know how to test products, don't work on them, don't claim to and avoid these situations, implement better proceedures with handling goods etc.
You handled the issue professionally and respectfully. It is a shame that some customers are trying to cheat or defame hard workers like you and your team.
Personally, my response would be to call him out on his BS. I would have addressed the false accusation and explain your side of the situation. As a person reading reviews, I would see that response and possibly think you're ignoring his accusation because you're guilty of doing that.That's just my opinion though, perhaps you handled it in the right way. Maybe your response is more professional but there is nothing wrong with proving to readers that you had an idiot customer that was wrong.
Perhaps he had a second partition on the single drive and thought that meant there were two drives. If you addressed this in your response, readers might understand why the bad review is BS. Just my two cents.
@Factual Fox There would have been no damages from the slander in the shop, he already stated that the customer in question did not believe the crazy guy and got their computer repaired there anyways. You could sue the guy for libel, but even then coming up with damages is not trivial in this case and collecting any potential award is always a challenge against some random cheapskate. A judgement for $5000 sounds great, but in all likelihood getting the guy to pay that $5000 is going to take some work on your part, and potentially going back to court in order to obtain a wage garnishment order or put a lien on a car or house. It's also on you to figure out where he works to get the wage garnishment and if he changes jobs when you've only been paid 20%, good luck, go back to court all over again for the new employer. In most cases, just because you sue someone and win, you aren't entitled to also sue for your attorney's costs. At the end of the day you could sue this guy and win, but I doubt you'd see that money any time soon and you're going to have to put in quite a bit of time and money in order to make that happen.
I think the most pragmatic approach would be to have a law firm send him a cease and desist detailing his libel, and the fact that they have proof that he knew the statements he made were false. Sending a C&D is way cheaper and less hassle than actually following through with a lawsuit and avoids the messy issue of trying to collect a judgement from an individual.
@Factual Fox There are a few Things that somehow matter. Did he open the laptop when it came in and looked at it himself or was it someone else? Did he make a list of the hardware and parts he did get from the customer and did he let it get signed off by the customer? (because if not than he can´t really disprove the customers claim so he should ALWAYS do that)(also if he can`t disprove the customers Claim the customer could have actually have sued him) And last but not least if there wasn´t an overheating issue before he "repaired" (doesn`t matter if he didn`t touch anything inside) it somehow is his resonsebility to fix that for free because for all he can know at that point it actually may be his fault. I get that from the stroy he told it sounds more like he just had bad luck with getting an asshole customer but his Story is missing a few Details that in a case like this are very relevant. Also his Reply sounds like something a big cooperation would issue as a Statement after they really fucked up.
@@Telendil
The reason for a corporative response is to avoid making the matter looks personal, that was studied and is a proven approach to cut down the issue.
He doesn't sound like a saint but the review of the customer also looks like one wrote from a cheap bastard.
@@juanca2807 Your right and wrong at the same time. Your right about the fact that statements like this make you sound less personal what was a proven approach to cut down the issue. But these studies that are old. To be clear in marketing and psychology stdies that are 20 years old count as old. Most recent studies show that if politicans use statements like this after something bad happend that it actually hurts their ratings. A good example of this was Hilary clinton in 2016. It seems like this kind of speech is still very effective with older generations. On younger generations that did grow up with the internet it doesn`t seem to do very well. Because most of them not only know that statements like this are given to protect yourself from legal consequenses but most of them also know that they are designed to be missleading about what actually happend. Methods like this were more or less invented and perfected from Edward Louis Bernays who was a nephew of Sigmund Freud and counts as the father of modern propaganda or public relations. But all this came up way before the internet. But i guess the best argument would be a question. If a cooperation like monsanto would issue a statement like this after someone claimed that they did something wrong would that make you think they are more or less guilty?
@@Telendil Yet still you can't deny a company like Monsanto has to respond in some way and this still works for them, in most cases they are obliged to respond. At this point they are in the same position as the oil companies, they just stopped giving a crap.
Like for the new generations this is still a valid approach, because they don't realize that for mass sellers they are just a number and won't get a personalized response, even the employes follow standard responses (smartphones companies for example). If you now buy a Ferrari or a Ford GT, well, you are probably going to receive a much more friendly and warming answer.
Yelp is a very biased media that is greatly flawed. I had a similar issue with a customer of mine that I felt compelled to contact yelp and let them know that what this person posted was a lie and could not be true based on his description of the store's layout. Yelp's response was that I could pay monthly and they would help with getting rid of the review. I told them to blackmail someone else and not me. I went to Google and got the free Google Places which in the end served me better. Sorry this happened to you, unfortunately there are very sick individuals out there that seem to cross our paths from time to time.
Media is all biased. Everyone is
I think the best thing, you should give the computer back with windows installed because that way you wasn't going to get that 1 star review and you was able to get more customers with your high rated rank, I know it really sucks if you are doing something for free but sometimes it's better to not argue with the customer and just do if you have a chance for it, so if you didn't delete the windows on the computer they wasn't going to be mad that much, you was already wrong because you didn't take your time and check the everything with all details, you gave the computer back with some problems and you didn't even know what was wrong, so I think you deserved that 1 star review.
when I am reading reviews I look for the negative ones. But I read them knowing that there are a lot of people who want to scam a business and there are some customers who are 'mentally deficient.' I always look for a reply from the business and appreciate when they explain the issue. I feel like I can usually tell when the customer is crazy, and reading the response almost always confirms my hypothesis. Seeing what you go through, I hope it's worth it in the end and wish you nothing but the best.
The best one I had was guy who was trouble from the start; decided he didn't want the laptop fixed, took it to someone else and then proceeded to call me up to inform me that his new tech told him that I had STOLEN HIS HEATSINK AND FAN!!! It was a crap budget laptop with a slow CPU that didn't even have a fan! The guy he took it to apparently didn't have a clue. :)))
Haha. I hope you told him to fuck off.
nexxusty well it's not the customer at fault. It's the other tech.
Was that back in the early 90's when all the kid's were rushing in hollering "We're Computer Consultants and we only charge $200 an hour" ? Ha ha ha, I remember them coming in having to call Microsoft @ $60 asking them if they could reinstall Windows in the drive and would it keep all of the customer data on the drive and they just add that $60 to the bill. . Typical American Millenial's, they all want that easy money but nobody wants to their homework...
Sir, you handled this situation perfectly, because you remained kind, pleasant, and professional. You did a fabulous job, Alex.
I have been working as a Field Service Engineer for many years and as I was listening to your story I was getting flashbacks to some of my customers that are scammers and are looking for freebees! Unfortunately some people have no shame. Some customers try to get me to do work for them under the table but I tell them
"Suppose I do the work for you on the side and during me working on your equipment other problems occur or if after I fix your equipment you pay me and I walk out and the next day something else breaks on the equipment"
You are going to be pissed and you will call me demanding I come back and fix it and if I don't you will then call my employer and tell them that you paid me and I damaged your equipment. So it quickly turns into a lose, lose lose situation. Usually after my monologue
they uncross their arms and we get down to real business.
BTW because of the scamming customer phenomenon I abandoned the idea of having my own business many years ago. Best of luck to you. good channel.👍👍👍
Hello Sir! Thank you for posting such a wonderful video. I am a regular viewer of your channel. I love the way you identify and fix all the motherboard issues. I live in India, West Bengal, Kolkata, and I also have a shop of repairing laptop, Desktop, Mobile, Printer and Music System. I also face this kind of situation. A lot of customer comes in with a mentality of getting their device repaired for free. They blame me with fake issues and ask for free service. This video really helped me a lot sir. Thank you. and I wish you all the best with your organization. 😊
This kind of thing happens in the automotive repair business all the time . We had a customer bring us a 5-speed transmission and asked us to tear it down to see what all was wrong with it . We gave him the hour labor price to tear it down , he agreed to that charge . We tore it apart and gave him the estimate to fix it . He decided that he didn't want to fix it and he wanted us to reassemble it . We told him that he'd have to pay another hour labor for reassembly and he flipped out . He informed us that , not only was he not going to pay for the reassembly , he had no intentions of paying for the tear down either since we weren't "fixing" anything for him , why should he have to pay anything ? He told us that we were going to do everything for free . Well ,he got his transmission back in a box of loose parts after begrudgingly paying us for the tear down and he left us a bad yelp review stating something ridiculous like : "They wanted me to pay for the privilege of getting my transmission back in one piece" . Yeah , that's the way labor works buddy ! Hell , we did tear downs and reassembly at a loss , idea being you make your profit from the repair , if there is one .
to be fair a lot of automotive repair shops are scummy as hell. i went to a local shop with "good" reputation to repair some engine issues i was having. they told me my turbo was the issue and it needed to be replaced, i said okay do it. when i got it back i no longer had issues but it was running a lot slower. i looked around the engine bay a bit and noticed that my car no longer had a turbo lmaooo. he was supposed to replace it and charged me 500 dollars just to steal my part
@@deadassbeats1925 $500 to replace a turbo ? $500 would cover about 5hrs of labor , not including any parts . Should probably cost around 4x that much , that would be your first red flag . Did he redo your air intake and exhaust ? Seems like a lot of work just to steal a used turbo .
Why not mention the price of putting back together from the start?
@@deadassbeats1925 yea f k mechanics
@@NeoKailthas maybe because it would be included in the repairs. I admit, one would think putting the device back together, whether or not it undergoes repairs, would be a given. Thus the initial quote would be both ways. After all, if it takes 1 hour to take it apart, and 1 hour to reassemble it, one would assume that the minimum labour time would be 2-2.5 hours( when adding in trouble shooting). Of course, unforeseen complications can happen, and that can add extra charges, but the inevitable putting back together is not such. But quoting only a part of the job that is reasonably need to do the minimal work is an old trick.
It’s a bit like paying a company to deliver a product to you house, but then they charge you extra to take it off the truck.
He probably thought Windows was a device, and his rant you can tell he is talking out his behind
Man, I can't believe how cool you can stay when dealing with these scammers/idiots. You are a good person. God bless you and your business. I pray these kind of people stay away from you and leave you to do your hard and intricate work for good customers.
I've been watching for about 2 weeks and i'm amazed how great this place is. My flash drive should arrive within a week. It's unfortunate, you can't please everyone . Cheers
Probably the hdd has 2 partition, maybe that customer think those 2 partition as 2 Hdd. People like this has ignorant complexity. You can use the serial number of that laptop, to check the hardware specifications at manufacturer website.
The customer said he had to harddisks and he marked them with SL, whether that is true, at least it shows that it probably was not because there was 2 partitions on the harddrive.
@@michaelk.jensen1611 Or as he said; the case was on so it looked like a drive was there.
Wow... I really like this video... some customers will only come to piss you off. You are really a professional...I’m still learning from you. Thank you.
A professional response by a professional repair shop. Well done.
Well done sir for being so professional. Hard position to be in. Keep up the good work!
As a starting business I really appreciate this kind of videos, keep them going, thank you very much
Good luck - however I don't know how you would manage to stay in the PC repair business these days, especially given how cheap hardware is!
I would be very carefull to take advice from this Video. There are a few Things that somehow matter. Did he open the laptop when it came in and looked at it himself or was it someone else? Did he make a list of the hardware and parts he did get from the customer and did he let it get signed off by the customer? (because if not than he can´t really disprove the customers claim so he should ALWAYS do that … don`t know if he actually even may be required to do so)(also if he can`t disprove the customers Claim the customer could have actually have sued him) And last but not least if there wasn´t an overheating issue before he "repaired" (doesn`t matter if he didn`t touch anything inside) it somehow is his resonsebility to fix that for free because for all he can know at that point it actually may be his fault. I get that from the stroy he told it sounds more like he just had bad luck with getting an asshole customer but his Story is missing a few Details that in a case like this are very relevant. Also his Reply sounds like something a big cooperation would issue as a Statement after they really fucked up.
@@Telendil Thank you, I appreciate the time you take to write this good comment, I'll keep in mind the points you made, I will implement the recommendations as soon as possible, thank you again.
@@Telendil I have watched a few of his videos and I do get a theme that we are no hearing the full story - especially the one where he offers a replacement machine. Something you should never do! Also rather than state you have sold the users device I would suggest it be destroyed or "no longer available"...
I love how you put your emotions to the side so as to remain objective when responding about the issue. Emotions are extremely infectious and his negative emotions caused you to become emotional as well. But you were quick to realize the effect and began thinking several moves ahead before playing your next move. Great job!
I worked as a bench / field tech for a PC repair business. I found to diffuse a bad situation with a customer is like you said is do not get mad. If you get mad the customer instantly wins. What I would do is patiently listen to what they have to say. I found the task of giving them the option and putting the outcome on them always works. I would offer what i could do to help. If they keep running their mouth . I would say I can't help you unless you let me help you. Most sane people will stop and you can have a dialog. Another is I would again listen to what they have to say then i would say what can i do to make you happy again? in both cases if they go on and on. I would politely say my boss does not pay me to argue with our customers . If you would like you can talk to my Manager here is his card. I have another service call to do. Every company I have worked for my Manager whether or not they liked me They knew what i was doing every second while at work and how i did everything for the customer. They probably knew the very few that did call in were nut jobs.
Good for you. I admire your ethical approach and it shows that you are an honest hard working business. In the hotel industry, we have professional problem persons who try to extort free accommodations using the same tactics you described. Best wishes for your future success.
That reminds me the time when I was installing a complicated wallpaper where, because of the manufacturing , the pattern would not line up at all points along the seams. The customer assumed it was a lousy installation ( in reality, it still looked good ) and did not want to pay. He insisted that I fix or else . I said fine. I proceeded to remove all the wallpaper and left.
Real life undo functionality.
@@captainjim1010 - the sales person didn't get away with it, as I assume there was no sale in the end.
@@EgonSorensen He's saying the customer got away with it.
@@pf100andahalf - and unless it's a one man company - the sales rep did too.
Gary Thurman since the customer ended up with no wallpaper, he didn't get away with it. As far as the work done, sometimes you have to cut your losses.
I don't remember Louis ever having such a charming middle eastern accent! I do love the new beard though, looks lovely.
Looks like Louis finally got some sleep too, the black bags under his eyes are skin-colored now.
🤣
Yes, he does have an arab accent. But is he an arab?
@@Professional_RUclips_Commenter An Arabic accent? Sounds more like Russian to me....
@@CoolKoon it's arabic, I'm lebanese and i can hear myself speaking english the exact same way, with that exact accent and tonality
I'm really sad about past experiences I at some point had with customers. It's so hard not getting emotional, handling a given situation properly unfortunately comes with experience. Thank you for such honest insights on hard exchanges with customers!
This a really sad situation. From all I've seen you do a great job. Great technique, ethical & pragmatic etc. Really empathize with you. For the few idiots you get think of all the happy people you've helped. As for the heating issue, even a BIOS update may sort that given in controls some thermal management.
I've only just found you but I'm really liking these "customer did this thing, what do you do...?" videos! I watched the "iPad owner comes back after a year" video earlier 😝
When I had my business, anyone that came in had to sign a contract before I started work. Images were taken of the machine, customer signed to agree condition and apparent faults as well as the spec of the machine. You only get caught once.
People like these are everywhere. Unfortunately there is no way to tell when you get one.
You handle the matter in a professional way and that is what matters
PS: Really like your content
After 20+ years in the repair biz, my bullsh*t customer radar has been finely tuned. I can tell by their face and the way they talk and act. And yes, I refuse them because I sure don't need any headache for a few bucks.
This is why I always image customer drives to a NAS before touching their systems. It slows down the process, but helps me sleep at night.
I certainly sympathise. Looking at this guys videos, I am certain he is very professional in his approach and I would take anything to him for repair. In a throw-away world, we need more people like him!
good advice, i dont know if i can keep a cool head with that kind of customer
The key is to step back and take some time to respond. Otherwise your emotions get the best of you and it makes things worse. Learned that from experience. lol
Just Laugh them out of the building.
No need to curse, no need to say bad words, no need to listen to what they are saying, Just laugh them out.
@@GreatMCGamer Yeah it's hard to just laugh when other people see the reviews and you're losing business because of it
After working as a tech for over 25 years I have run into the same issue a number of times. You did everything you possible to make the customer happy. It wasn't you who broke the unit and maybe the customer was looking to score some money. Keep up the good work and I wish the nice tool available back in the day.
Starting at 6:00 and for the next few mins is why I am trusting you to mail in a device to work on it. Thank you for using excellent emotional intelligence to try to deal with the customers who are determined that they do not want help. This video earned my business.
Sony attempted to steal my device... i sent them my phone under warranty for a software issue and they claimed my device was damaged beyond economical repair, they claimed my screen was shattered and the mother board damaged, it took me over 3 months to get it back, no repair was ever done and the phone wasexactly as i sent it.... i fixed the software issue myself in the end
we give service form, wherein we write the information on the owner's device, and they must be signed by the customer before going out. The form helps a lot in cases like this.
Nobody know if there was a second hard drive in the laptop to begin with so no on really on here can take you word for it shady thing like this have happened in electronic repair shops and pawn shops 100$ hard drives and m.2 ssd disappear after they are supposedly fix or even replaced with a different one from what they because the original has “failed” but actually just wanted that part from the device.
When I see your first video I could tell that you are a honest respectful person, sad people for get that they will one day expire.
Sorry for the long winded response earlier, I've been basically alone for the last 10 year's since my sweetheart passed away occupying myself with my work but I'm still watching this video and my first thought was to pull out the hard drive in his system and use another blank test drive in the system for the initial troubleshooting.
You obviously repair a LOT of computers and it seems that most of them are Apples and I could see a real use for preformatted drives for every model Apple that they bring into your shop now that you can pick up a brand new SSD for $20 and their real time savers for everything. Something I've been thinking about for a while but I'm busy trying to do ten million other things right now... I really appreciate your help you're saving me a lot of time thanks... 😀
Thank you for Sharing this experience with us .
Hi Alex, I'm one for leaving positive feedback when ever I'm happy with product or service. I also leave negative feedback when warranted. I read people's feedbacks to determine if the merchant, product or servive is reliable. You'll always find negative feedback or reviews. It's the one with the most positive feedback that I care about. Judging buy all your feedback, I would definitely bring my service to you. Keep up the good work!
I can’t stomach or believe anything on Yelp, or most online reviews.
You did well Alex. Some customers have 2 - holes instead of one and not sure which one is speaking.
Keep up the good work.
I can imagine that the customer had his hard-drive partitioned before & just thought that meant two drives. Just ignorance.
Your handling of this case was excellent!
"لو كل كلبا عوى ألقمته حجرا لأصبح الصخر مثقالا بدينار" . I love watching your videos, as i learned a lot of things . Keep up the good work brother . Nadjib from Algeria
Sounds like he had a overheat issue, not windows. Never trust a customer diagnosis!
I guess this must be tough...tiresome for a repair shop to deal with suspicious people or people who want to set others up. In their practice doctors have to learn cooperate and deal with patients who may have mental health issues like paranoia and other mental health issues in order to treat them well. Those issues make some people terribly difficult if not downright impossible to work with. I have someone like that in the family. Everything is never their fault and is ours. A lot of patience, empathy and a tough skin are required. Very thoughtful videos!
Very informal business tips🤙 As I am aspiring to be a chef, learning these tips on how to respond to negative feedback/criticism was very helpful. Thankyou very much
you seem like an awsome person , i dont know you personally , but like you said the words you use can effect how people see you. and the way you explain things and keep your cool , gives me very professional vibes
I had the issue with a customer who claimed I removed his memory Card from his device.
Unbelievable behaviour from a so-called customer! All credit to you for your measured and honest response. Love your videos! I learn a great deal from them, as I'm sure many others do too.
Hey dear Alex great way of working and responding, I'm Sophie also a tech like you, your situation reminds me how clients can be everyday , keep on it and please make more videos it helps me a lot in techniques and methods , kisses from Mauritius island.......
Being in business for 26 years, its funny how customers knows how it needs to be fix but instead they bring it to us to fix n tell us how to repair it. I simply refused the service. Why people like that will find away to find some discrepancy and demand a full refund. NORTHRIDGE you did it right. One thing yu coukd of pointed out is on some of those dual hdd they don't have a second hdd sata connector. Ive been there before. You did it spot on. Kudos.
You need a lawyer to design your check in sheet.
Most of my check in sheet is legal jargon. Designed to squash garbage customer complaints. It protects my business not the customer.
In 20 years I have 1 BBB complaint, it is due to us refusing service to an argumentative customer.
You can pay to remove BBB reviews. LoL I sense you have had way more complaints than the one you had in 20 years.
@@XsaviXander You must explain to me how to "pay to remove " since I refused service I told the BBB This guy was not a customer. They still stuck me with his complaint.
We are a A+ accredited member and I had to eat this one so PLEASE share your magic.
@@XsaviXander why you spreading hate?
@@HoloScope What?
@@XsaviXander I already seen you in like four other comments talking Doodoo for no reason at all
Dude, I just subscribed.. your videos are awesome and definitely worth watching
You are being VERY generous saying "it's a miss understanding." He was scamming you from when he dropped it off.
Excellent advice. Every business owner should heed this because it's GOING to happen.
The same happened to us. As you say, you always respond to a good or bad review politely, since the next potential customer is the first thing they will see.
At the very second he accused you of stealing his hardware, you should've called the police with no delay whatsoever.
Now that’s dumb !
@@dronetheworld4k67 nah these customer scammers are a bunch of scared losers
They'd run if the cops come
Thank you for this video-- until I had a similar experience only 30 days ago, I would not have believed I would have run into the same problem. A customer left a laptop for repair of a serious issue with Windows access (along with a USB external hard drive with what he claimed was a nearly complete system image), and I wrestled with his system as long and as often as I had time, but with no results, other than to gain some limited access. With that access, I scanned the system, discovering and deleting four malware instances. That brought no improvement, as though all the current system damage had been done already. Nonetheless, after any change I made in this system, I made a full data image onto his USB external drive-- but did not touch the files he claimed were the system image he had made. Customer became impatient with progress, and began daily to ask when his unit would be repaired, and I replied that I took his unit into repair on a "time available" basis, trying to help him, since he had arrived at my shop complaining about a previous repair. Customer rudely demanded I return his laptop and all paperwork, along with his USB external drive, so I returned everything which he had given me in the same plastic bag he had provided, and charged him a nominal fee for having serviced the hardware side of his laptop for dust and overheating. Within a few days of returning his equipment (which I delivered to him), the customer accused me of having substituted another USB backup drive for the USB external drive he left with me. Yet, only days after his accusation, customer emailed me with questions about the image backup I had made for him on his USB external drive, a clear admission he had received the same USB external backup device he gave me. At that point, it was clear he was quite confused. This experience taught me some people operate in a bubble of their own, frequently in paranoid mode, but my only responsibility is to avoid making their derangement worse. Such people are rather easy to recognize, especially after going through something like this-- an amber alert should start flashing when they ask emotionally charged questions early in the conversation. As you point out, the only thing you need do to retain your professional status with the public is to declare you are dedicated to the best service possible, and have serviced many satisfied customers over the years. Having been on both sides of the repair counter, I understand customer anxiety about quality of service and the unknown, but once they trust the level of service you provide, they become your best promoters. Normal people understand that some-- for reasons of their own-- operate in a destructive fashion. We meet them every day, don't we?
Had a similar issue to what you've said at the end, I've changed the screen on an iPhone 6, dude goes away for 4 months then comes back complaining the phone is unusable because the lower part of the screen isn't responding to touch. I said all the repairs i do are tested, you had the chance to test it before paying and taking the device. Telling me the screen wasn't working from day 1 but only now after 4 months you decide to come back is bs... Especially since he tried fixing it himself and failed miserably, screws missing etc. Then he went to one of those corner shops that use the cheapest of the cheap components, then he came to me with a phone filled with dust from construction site :/, God i love this business
A very professional reply on Yelp. Well done sir.
Lucky you didnt reply in haste...I saw just two of your vids, I can say u work professionally(I used to repair pc in my younger days)...keep it up👍 Dont let dudes like him bring your spirits down😇
Whenever I see a reply from the business of that quality on a bad review, I always discount the customer and assume its a fraudulent claim. Great Job!!
I am thinking about this, and my result of thinking is, the customer has seen in his windows, that there is an partition besides the main one...
Maybe this was the reason, he thought there must be an second hard drive in there and he only saw, there is none in the second slot...
Well, i think you did everything absolutely correct and the type of text you have chosen to answer, was exactly the best you could have answered.
Go on like u always do, you are a specialist like i never saw one before in my 32 years of living on this sad planet...
I like what you are doin qnd i learned a thousand things from you, just by watching you work and i watch your videos every day, till i cant stay any longer awake...
You are an absolute genius.
We germans would say, you are an realistic guy, what means, that you always try to do your best possible and have only good things in mind to help and be serious. (Or something like that)
I would be proud to see you answering to my comment, cause i am more and more a fan of you, the more i watch your video.
Sry for my bad english, as i said, i am german, so english isnt my best language i speak 😂
Go on like you where doin and stay professional like before, one customer can talk bad about you, maybe google say this now and you cant get rid of those negative feedback, but the best you can do against this customers is, to be good in what you are doin.
One customer, that tells others, what a genius you are is more powerful, than this one customer. Best greetings from Mannheim Germany.
Stay as you are ✌👍
The yelp dude would be hearing from my lawyer
Proof it did not happen like told, you can not so no case.
You will always find a few customers like this in this business.
That's like getting a building company to paint your house because your kid drew alot of stuff on the wall, and when the contractor notifies that the window has a crack and let you know about it, you ask for the walls to appear as the painter were never there.
I have just subscribed today! A very interesting and honest man indeed! Keep up the good work keep posting!