Have you ever wondered how you can know you’re picking the right computer support company?
Are you concerned about spending more than you need to on your computer support services?
Did you ever have a tech come out to fix your system just to tell you that you needed to buy a new computer without even really trying to repair yours?
You probably realize how important it is to choose your computer support company wisely and to have an knowledgeable technician providing service to you so you can get your computer repaired speedily and properly and at a fair price.
The sad fact is, that all too often, a person goes through a few hard experiences before they get a good technician or company.
Commonly, after a person goes through a few bad experiences, they understand that the one they eventually were comfortable with is the supplier that has had the most experience in computer repair service.
In the next several paragraphs I will share with you some very helpful information I have acquired of my 16 years as an executive in the I.T. industry and why it is essential to know.
Early on in my tech career, I found that when I hired new employees, I would always get the better employees from those prospects that had a resume of long-term hands-on experience in the tech skill for which I was recruiting. All too frequently, and nearly without fail, after hiring candidates that were fresh or recently out of schooling with all their certificates and academic degrees, the employees would come either to myself or one of the ranking I.T. managers to solve even the most elementary of problems.
The reason this occurred? The employees’ lacked knowledge of the main processes and relationships active in computer technology that enable a person to draw educated conclusions to solve problems. Put plainly, they did not understand how things work. And how could they? They had plenty of book and lab knowledge, enough of theory, but no real-world working knowledge. This knowledge can only come from years of experience.
In general, this is what happened, but it was not always the case. There were decidedly the special gems that hung in so hard to figure out a trouble, never giving up, exploring, making repeated tries, and finally solving the problem whilst gleaming that knowledge they needed along the way. But in general, the best outcomes we ever measured came from those with a lot of hands-on and subject experience.
You might be saying: “Sure, that’s all great, but how does that help me choose a good computer support company or technician for my needs?”
Well, in effect, when you, the consumer, select a company to supply you with computer support service, you are hiring them just as you would an employee for yourself. And with that in mind, you want to make sure you engage someone with experience to get the job done properly and at a fair price.
One of the most irritating things that I have experienced over my many years in the industry is when the supplier, employee or vendor quickly determines that the single solution to my problem is to buy new equipment. That instantly becomes a reason for worry for me when this happens. I begin to doubt their competency in being able to provide me with good service and wonder if they have an secret motive. Sometimes I question if their actual objective is just to get me to buy new stuff from them, not always keeping my best financial interests in mind. Sure, sometimes it does make sense to invest in upgraded equipment, but I want to know that doing so is necessary and/or beneficial to me in some way. To quickly form such a conclusion that cannot by and large be arrived at without first putting forth an attempt to properly diagnose and troubleshoot the trouble is unreliable. When that effort is not evident to me, I am highly questionable of a recommendation to spend money on new equipment, as should any wise individual.
This is similar to numerous experiences that my own customers have conveyed to me where they too have had a service provider race to recommend that they buy new or upgraded equipment. Sometimes, it was found out, and too frequently, that the service provider had an interest in selling the new equipment or service either through some commission agreement or revenue sharing arrangement. In effect, this motivated the service provider to sell rather than repair equipment, and oftentimes when it was not necessary.
Try to find a company that practices frugalness and tries to avoid needless costs and waste. Sometimes all an individual can afford is only what they require to get by on. The technician you select should work with you and your budget.
The personality of the technician you choose is important as well.. A company’s technicians should be very approachable and genuine and exhibit professional and responsible conduct. If you have ever dealt with some companies, particularly the big chain ones, then you may have experienced a tech that made you feel unschooled or ignorant, or was frustrating to you. Thats regrettable. Techs are there to supply you with great service, not to bolster their own self-worth by exhibiting some kind of superiority complex about their accomplished expertise. Look for seasoned and educated technicians doing their best to help you out and explain things in everyday words to help you understand what’s going on. Stuff happens to computers, its just a fact of life. So don’t feel bad when it does, and avoid those self-important ego-driven tech people.
Beware of guarantees that in effect say, “If we can’t fix it, you don’t pay.” Here is why. From the consumer’s stand point, this sounds like a good way to feel secure that they won’t risk paying money for a failed tech call, and for the company, it is a great selling instrument, but truth be stated, if it were executed at face value, it could mean economic self-destruction for the company. Why are those guarantees even provided? First of all, I advise you read the small print. You will have to sign a service agreement and there may be something in there that spells out precisely how that “guarantee” applies. In general practice, these guarantees expect the client to accept any resolution that the technician provides to solve the problem, even up to and including requiring them to buy totally new equipment. And in that lies their “fix”, as in the phrase, “If we can’t fix it… Get it? Then, if the client refuses the fix, the guarantee does not apply. These guarantees look great up front, but is really not even logical to expect it. A company is not going to gamble and risk losing money. Realistically, a person should expect to pay something when a tech comes out or they take a computer in for repair, irrespective of the final result. It just should not cost an arm and a leg.
Not every trouble can be fixed as expected. The technician really never knows what the extent of the problem is until they are able to get into the equipment and look into the problem. Sometimes the cost of a repair can be more than it is worth to the client. And sometimes, it costs to arrive at that decision. A diagnostic and/or troubleshooting fee is common in these situations.. After all, you were still provided with service to determine what is required to be done to repair the trouble. When choosing a company or technician, make sure to know the fee schedule in these situations. Numerous support companies will even credit a share or all of the diagnostic fees towards succeeding patronage or the purchase of new equipment from them if so decided by the client. If they do not provide any sort of fee credit, then the fee should be minimum, commonly an amount of money sufficient to address the company’s expense of dispatching a tech out to the client.
There are most invariably mileage or travel fees for on-site servicing.. Naturally this is because time is money, and the company has to pay expenses of the technician by the hour, irrespective of whether they are being productive on-site or just sitting in traffic. Look for the best deal you can find when added to the on-site hourly or flat rate.
Finally, I wish to convey to you, that you should select a company or technician that will empower you with the ability to help keep the problem from happening again. If the reason can be found, the technician should explain what measures, if any, that can be taken to possibly prevent recurrence. Sure, they could take your money for another on-site visit for the identical trouble at a subsequent date when it repeats, and do that over and over, but that would be unethical and downright dishonest in my judgment. Search for a company or technician willing to help you with an ounce of prevention through some suggestions so you can save the pound of cure in expense later.
The bottom line is this. When selecting a computer repair company or technician, do a little research. Ask them questions, how long have they been around? What is their background? Google them on the Internet. Look up the names of the principles of the company. Get testimonials from acquaintances or associates. However you do it, just do it before deciding on whom to hire.