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Maybe it's the economy, but lately we've been getting a huge amount of EWs.
Newsflash: Just because you bought the product from us, doesn't mean we'll help you set it up for free. If you want free help, call the manufacturer.
The highest amount of EWs are customers who bought routers. Helping with setup is a service we charge either $119 for phone (and only if the client has a cable connection) or $169 for onsite. We also have people who want free help with setting up their new PCs (done onsite only for obvious reasons) and the occasional dolt who installs Limewire only hours after setting up the unit and downloads a virus and wants us to clean it for free.
Yet people call in expecting setup help for free and when I tell them they need to pay I usually get these responses:
"What do you mean you want to charge me?! I'll just take the damn thing back!"
"Your service sucks!"
"I can't believe you're refusing to help me!"
"It's just a simple question, I just want to get this router hooked up!" (He had a FiOS line, not exactly a simple question)
"I'll just take this shit back and go to (insert other store here)!"
"Come on man, I just got this virus and the computer is only a couple of hours old, can't you make an exception!? If not I'm taking the machine back!"
Now for the record, for the other issues the store might be nice and send an agent out for a discount if the client accepts it. If not, sucks to be them. For the idiot with the virus, the store considers a virus infection user-inflicted damage and will not return it. If the guy bought a service plan, they'll wipe it and start over as a courtesy but if he didn't.... they'll charge for the removal.
Newsflash: Just because you bought the product from us, doesn't mean we'll help you set it up for free. If you want free help, call the manufacturer.
The highest amount of EWs are customers who bought routers. Helping with setup is a service we charge either $119 for phone (and only if the client has a cable connection) or $169 for onsite. We also have people who want free help with setting up their new PCs (done onsite only for obvious reasons) and the occasional dolt who installs Limewire only hours after setting up the unit and downloads a virus and wants us to clean it for free.
Yet people call in expecting setup help for free and when I tell them they need to pay I usually get these responses:
"What do you mean you want to charge me?! I'll just take the damn thing back!"
"Your service sucks!"
"I can't believe you're refusing to help me!"
"It's just a simple question, I just want to get this router hooked up!" (He had a FiOS line, not exactly a simple question)
"I'll just take this shit back and go to (insert other store here)!"
"Come on man, I just got this virus and the computer is only a couple of hours old, can't you make an exception!? If not I'm taking the machine back!"
Now for the record, for the other issues the store might be nice and send an agent out for a discount if the client accepts it. If not, sucks to be them. For the idiot with the virus, the store considers a virus infection user-inflicted damage and will not return it. If the guy bought a service plan, they'll wipe it and start over as a courtesy but if he didn't.... they'll charge for the removal.
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