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So last week, a customer (whom I shall call Clueless) brought her system to us for service. The plastic door on her Hp a6430f pc (model will be important later) was broken in such a way that she couldn't access her dvd-rw, but more importantly, her AOL was broken, and even after multiple reloads and hours with AOL tech supprt, she couldn't fix it.
I checked it out, foudn that there was a malware infection. and tuned it up, then installed the latest version of Aol. Lastly, I checked the door and it had just been banged in in such a way that the pegs for the door to swivel on had been kocked out. I gently bent the panel until the pegs were back in place, reset the spring and WHAMO, perfectly working door. She picked her system up on Monday.
Yesterday she calls and says her DVD-RW won't open no matter how many times she pushes the button. I ask her to pry the dor open with her finger nail and see if the little plunger is hitting the button on the dvd-rw itself. she says there's nothing there. I ask her to bring it in for further examination.
She does. I plug it up and press the button on the DVDRW... drive open immediately.
CL: Clueless customer
DS:
CL: That's not the drive that itsn't working.
DS: <there's only the one drive> Then.... I don't.....
CL: It's THIS one. <points to the bay directly beneath it>
DS: Um... there's not a drive there ma'am.
CL: THAT'S what I thought. I want my drive please.
DS: Uh, there was never a drive there ma'am.
CL: Oh yes there was, I know that because that is the door that was broken.
DS: No ma'am, it was the top door. It's the only optical drive in the system.
CL: I KNOW there was another drive there.
DS: Ma'am... Look. <I pry open the door.> See that metal plate? It's welded to the case. In order for you to install a drive there, you have to twist that plate with a screw driver to get it out. It is not possible that there was a drive there. <lets door close> Look. The bay with a drive in it is marked "DVDRW with Lightscribe", the lower bay is marked "Expansion Bay". There was not a drive there.
CL: Well, this isn't even the computer I brought you.
DS:
I... what? Ma'am, this is your system. <I walk over to our computer and check her old work order> See? The system says your model was an HP a6430f system. <walk over to her system and point to the sticker with model number> See? Pavilion a6430f.
CL: It's not mine. Mine was gray and had a burner in the lower bay.
DS: <The computer is powered on and in windows by this point. I start clicking through the folders looking for pictures. I find some with her in them.> Is this your data?
CL: Oh yes. My pictures and files are on here, but this isn't even my computer!
DS:
CL: If I bring in my documentation showing what my system was, will you get me my system?
DS: Ma'am, if you can bring in paperwork proving that you brought me a different system, I promise to make it right.
I end up checking the system back in because she complained that the AOL isn't working right either, and checking on that I found she was right. While I'm working on the system she calls to check on it and says:
CL: Well, I've got the wrong system which means someone else got my system so you better make note of it so when the other customer calls, you'll know who got my system.
DS:
I finish getting the system right, and call the customer to come get it.
CL: I checked with my daughter and she says it's the wrong system too. She says mine is grey and has a drive in the middle. Anyways, I found my box so we can compare them when I get there.
DS: I'll see you when you arrive.
She comes in with her box. I have her read the box and I read the tower and... YUP, you guess it... perfect match. I even went to the hardware list on the box and pointed out every individual peice of hardware.
CL: Oh! I guess this is my system. Will you carry it out to my car for me?
DS:
Thankfully, she was my last customer for the day.
Seriously though... how can you not know your own system? Hers was a nice system too. Triple core phenom with 3 gbs of ram. I don't understand people...
I checked it out, foudn that there was a malware infection. and tuned it up, then installed the latest version of Aol. Lastly, I checked the door and it had just been banged in in such a way that the pegs for the door to swivel on had been kocked out. I gently bent the panel until the pegs were back in place, reset the spring and WHAMO, perfectly working door. She picked her system up on Monday.
Yesterday she calls and says her DVD-RW won't open no matter how many times she pushes the button. I ask her to pry the dor open with her finger nail and see if the little plunger is hitting the button on the dvd-rw itself. she says there's nothing there. I ask her to bring it in for further examination.
She does. I plug it up and press the button on the DVDRW... drive open immediately.
CL: Clueless customer
DS:
CL: That's not the drive that itsn't working.
DS: <there's only the one drive> Then.... I don't.....
CL: It's THIS one. <points to the bay directly beneath it>
DS: Um... there's not a drive there ma'am.
CL: THAT'S what I thought. I want my drive please.
DS: Uh, there was never a drive there ma'am.
CL: Oh yes there was, I know that because that is the door that was broken.
DS: No ma'am, it was the top door. It's the only optical drive in the system.
CL: I KNOW there was another drive there.
DS: Ma'am... Look. <I pry open the door.> See that metal plate? It's welded to the case. In order for you to install a drive there, you have to twist that plate with a screw driver to get it out. It is not possible that there was a drive there. <lets door close> Look. The bay with a drive in it is marked "DVDRW with Lightscribe", the lower bay is marked "Expansion Bay". There was not a drive there.
CL: Well, this isn't even the computer I brought you.
DS:
I... what? Ma'am, this is your system. <I walk over to our computer and check her old work order> See? The system says your model was an HP a6430f system. <walk over to her system and point to the sticker with model number> See? Pavilion a6430f.CL: It's not mine. Mine was gray and had a burner in the lower bay.
DS: <The computer is powered on and in windows by this point. I start clicking through the folders looking for pictures. I find some with her in them.> Is this your data?
CL: Oh yes. My pictures and files are on here, but this isn't even my computer!
DS:
CL: If I bring in my documentation showing what my system was, will you get me my system?
DS: Ma'am, if you can bring in paperwork proving that you brought me a different system, I promise to make it right.
I end up checking the system back in because she complained that the AOL isn't working right either, and checking on that I found she was right. While I'm working on the system she calls to check on it and says:
CL: Well, I've got the wrong system which means someone else got my system so you better make note of it so when the other customer calls, you'll know who got my system.
DS:
I finish getting the system right, and call the customer to come get it.
CL: I checked with my daughter and she says it's the wrong system too. She says mine is grey and has a drive in the middle. Anyways, I found my box so we can compare them when I get there.
DS: I'll see you when you arrive.
She comes in with her box. I have her read the box and I read the tower and... YUP, you guess it... perfect match. I even went to the hardware list on the box and pointed out every individual peice of hardware.
CL: Oh! I guess this is my system. Will you carry it out to my car for me?
DS:
Thankfully, she was my last customer for the day.
Seriously though... how can you not know your own system? Hers was a nice system too. Triple core phenom with 3 gbs of ram. I don't understand people...
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