I called the customer to explain to him that wiping it was the only way to fix it. But if we went that route any data on the computer would be erased unless we backed it up. He said he understood and that he would be in the store in about 40 minutes. So he comes in and I start explaining everything we did and the solution to fix it. I explained if he didn't have a lot of data I wouldn't charge for the data that we would just do a system recovery. After checking how much data he had it came to 22 GB of personal data. That was quite a bit of information so I explained that the diagnostic he paid for already would cover the backup but it would be extra to recover the system. Plus I always make it a point that if a recovery is needed the programs on the computer would need to be reinstalled, there is really no way to back it up. While I'm explaining all this and he's showing what he would want backed up on the computer he keeps asking if we fixed it. No we didn't fix it, I'm telling you how much it would cost to fix it. Then I show him all the programs he has and that he would need to reinstall them when he gets the computer back. Then he asks me the weirdest question, "DID YOU BACK UP THE INTERNET!?" Haha first off it's nearly impossible for an End User to backup the entire freakin' Internet. Secondly, I have explained about 6 times that we didn't backup anything yet nor did we fix the problem...
Actually, you ruled out a Hardware Issue and proved that Windows (Or a Driver issue) was at fault. If Linux had also crashed out, THAT would have proven it to be a hardware fault
ReplyDeleteyeah, I think that's what he meant based on his conclusion that a system restore was needed.
ReplyDeleteYes that is indeed what I meant. I usually don't proofread what I write haha
ReplyDeleteI had a customer the other day that came in with a BOOTMGR error. He said that he had tried to restore his system using the recovery disks and he said that they were not working. We took it in for a diagnostic and we determined that there were no hardware issues with the PC, we also restored it with the disks and we had no problems (just to make sure that the disks do work). When I called the customer to ask if he wanted us to do the recovery and that it would cost an additional $60 he said that he can do it himself he just needed to know what was wrong with the PC. We explained to him that nothing was wrong and the disks should be working fine. He didn't want the system restore done, so I proceeded to wipe the drive (now the PC says invalid partition). He asked when he came in to pick up the PC to give him a report not on the hardware which we has done but on any software issues with the PC. We told him that it is not possible since Windows didn't boot up when he originally came in. We got the manager to speak to him eventually and the manager said the same thing. He called me the next day about how he restored the PC himself but Toshiba had to walk him through it. I told him "Congratualtions, so what exactly is it that you are you calling us about today!"
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