Customer Service
How important is customer service to you?
Scenario: You turn on your computer, you get to the desktop and all of sudden you see a box that appears indicating that your computer is infected with a virus. A second box pops up indicating the same thing. You click on a icon, nothing happens. Now, what do you do? Of course, you call for help and it's important that you get help as soon as possible. You find a 1-800-tech-support number and you're on hold for a few seconds...which turns into several minutes....now frustration sets in. You finally hear a live voice and after spending several minutes over the phone talking to this live voice, they were able to clean out your computer and get rid of the virus. Relief! Help desk support have been in placed for many years, providing first-point-of-contact-computer repair support to clients and customers. In large corporations, the client is often referred to as the 'end user'. Help desk support is also in place for companies that provide a product or service. From a clothing company where you order something over the phone to a credit card company - the individual you speak to over the phone is performing the helpdesk support function.
Depending on your repair issue, they can either instruct you over the phone on how to type a command or they may have you use your mouse to perform a simple task on your computer in Windows. In other cases, they may need to go further; accessing or connecting to your computer remotely. This usually is performed by installing software on your computer from their computer's server. This can be done a few ways: if you have internet access, they can send you an email with a special code of numbers that you have to type in somewhere or they can send you a email with an attachment of a link to a website where you can download remote support software on your computer. After the software is installed, the helpdesk support person can 'take over' or access your computer remotely to do what they can to repair your issue.
Let's go back to our scenario. What if the helpdesk person we spoke to over the phone was NOT able to get rid of that virus on your computer? You're probably going to be more frustrated that you were before! Instead of hearing a live voice, you now need local computer repair person to assist you with your problem.
Again the question arises, who are you going to call?
Scenario: You visit your local Best Buy to purchase a new laptop computer. After finding what you're looking for, you go to the cashier to pay for it and you're offered a service plan with Geek Squad, their in-house computer repair support which is not included in the price of the laptop. What do you do? If you have never heard of Geek Squad by now, you are alone-:) Geek Squad is a popular computer franchise; actually part of the Best Buy store brand. Staples, a popular office retail store franchise also has in-house computer repair support called EasyTechs. Now, I'm going to put it out there and be done with it because this is the truth that everyone should know if you don't already: These popular franchies are very expensive and in most cases, they DO NOT completely fix your computer issues problem!...ok, there I said it-:)
Over the years, I have met many people that have shared their personal horror stories of how they took their computers to places such as Geek Squad or Staples and their issue was never resolved. They wind up paying for service that they never receive!
Back in December 2009, I had a work colleague share with me his personal experience when he took his computer to Staples near his home. It was a Dell desktop where he was getting a blue screen. After looking at it for a few minutes, 1)they charged him $99 to perform a system restore, 2)$199 to retrieve his data and they only retrieved his pictures and 3)$129 to replace his hard drive because they claimed he needed a new one. I immediately asked him to let me take a look at the paperwork that he was given. I checked it and confirmed what he was told and it seems that he was charged over $300 - but his computer was NOT fixed! I asked him to let me to look at his computer and I found that 1)his desktop was still getting a blue screen, (so much for the system restore) 2)I was able to retreive all of his data from his hard drive and 3)I did not have to replace the hard drive, all that was needed was a fresh install of Windows XP - because his operating system was corrupt! This is just one of many examples of the type of work that is often performed by these places. On the internet, there exists numerous complaints against these franchises and it's good to read up about them to see these complaints for yourself. Sadly, these franchises seem to put money before the customer and their issue-:( Personally, I would NOT recomend these places for computer repair support but the choice is up to you: just do your research before you decide to do business with them.
Local Computer Repair Support This choice is YOUR best one. It's places like this that have experienced computer repair professionals and that's just it, they have experience and they're local. Local computer repair support shops/businesses offer personal, one-on-personal support which works out in the long run for you as the customer. Their prices are usually not as much as the computer franchises that often put money before the client and their issue. It's also beneficial because they provide support in more than one area of computer support; they can handle both software and hardware issues - just like going to a department store where you can find clothing, household items and electronics all in one store-:) Over time, you can build up a relationship with your local computer repair shop and if you have computer issues in the future, you will be more inclined to return them as well as tell others about them. And they will appreciate the business that you bring to them; and the outcome is that EVERYONE benefits!
There may be other factors involved before you consider the computer repair indiviudal or shop that you want to fix your computer but these questions can help you make the right decision.
If you live in Central, NJ and if you are in need of local computer repair, feel free to contact me and I will take good care of you!
Your StoryDo you have a computer repair/support story you'd like to share?
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First level computer support usually deals with computer repairs issues that can handled rather quickly and this results in them providing you with remote telephone support.
