Life, the universe, and Windows - most likely users’ errors

Why people don’t want to pay to repair their computers ?

To be honest with you guys, I don’t exactly know for sure but I have theorized some answers based on my 6 months working at a huge computer maker [company]:

1) First, users who know absolutely nothing about the computer think the computer is the problem, not themselves.

I remember talking to this insane customer on the phone long ago. He claimed that [company] needs to reimburse him for the loss of his data due to the the [company]’s defective HDD. As normal procedure for a call center, I told him that his warranty on the laptop does not cover for the loss of data that may occur during either normal or abnormal operation, but then of course he wouldn’t listen. I told the guy I would replace the HDD for free but not the data (duh stupid).

2) Second, computer users think everything that is related to technology should be free. No I’m serious, this is an “out of this world, GTFO, WTF, are you serious” idea but it’s a reality in today’s world.

Let me give you an example. We all know the famous Microsoft Office software (Word, Excel, Powerpoint, etc…). I bet we all know how popular it is, how useful it is, and most important how expensive it is. Despite my respect for appreciating the makers of all things, most of my customers on the phone do not. Usually 10% of my phone call is related to this type of situation where my customers assume Microsoft Office should be shipped along with Microsoft Windows. I got nothing else to say here but “stupidity is contagous.”

Let’s take a look at another ridiculous situation. This guy called me around 8 p.m. on Saturday for a repair on his out-of-warranty laptop. I quoted him a price and he told me it should be free. I asked him why and he said “Well, my HP lasted 3 years and this one only lasts for a year, it’s unacceptable.” Now let’s imagine him being at the car dealer trying to negotiate the repair cost of his 1998 Mercedes E320 by saying “Well my Honda lasted 200k miles, this one only lasts 100k miles, it’s unacceptable.” You get the message.

We can’t leave this section just yet, let’s talk about the the last but also MOST famous situation of all, configuring wireless. At [company], wireless problems related call is so common, it’s so common that [company] even drafted a special sheet of what they call “responsiblity sheet” to identify if the tech rep should disengage from the call the moment he hears the buzz word. Here are some of the buzz word from the sheet and from my experience:

- I try to use the wireless from the Bonzo’s wireless network (wireless pirates alert, ask the pertinent question “Sir, are you the owner of the network?”. Usually they hang up after this question.)

- I need help configuring my router (and the manufacture’s technical support phone number is…)

- How do I use wireless (wireless for dummies is available for sale now on amazon.com)

But anyway, this isn’t really a repair situation but if things don’t work, they are defective that in turn can be repaired. If you do not go to a Mercedes dealer to ask them to show you how to operate the radio, you shouldn’t call your computer’s maker up to ask them to show you how to send an email. All things cost money either mentally or physically, in this case, it’s physical, US dollars $.