16 April, 2011
You have just got you PC back from repair with a large account for fixing it – “Recalibrated the hydrodynamic defibrillator – $$$” & thank-you for coming! In this case was it user error, viruses, faulty hardware or an act of God? IT is a technical field and an incredible number of names and acronyms have been made up to describe parts, software & states. Did you know that if a telephone line is of the POTS type then it is simply a ‘Plain Old Telephone System’ and if your computer BIOS needs updating then this is the “Basic Input Output System”? Too often this plays into the hands of people in the profession – whether to just fob you off or even to cover their own tracks! Does you IT guy tell you that they needed to do a bunch of $*%!& to get the computer going again, and if you enquire any further then it was also due to #@&%^!”& happening? This is not acceptable and I would hesitate to go back to them again. Anything that we do with computers can be described (sometimes with the help of ‘mud map’) in layman’s terms so that the customer knows what went wrong, how it was fixed and how to avoid it in the future. Sure this takes a little more effort & patience – but who is paying the account anyway? We have seen plenty of situations where the customer is charged (as if the problem was a user error) when in fact it was a warranty issue with the hardware. Use the rule of thumb – if you can’t get simple and useful answers at the point of purchase before the sale then what hope do you have of getting good support afterwards? Kerr Solutions is at 128 Musgrave Street & is contactable on 49 222 400.