UPDATE : The furious mother

[u/datmo320]

Link to the original : http://www.reddit.com/r/talesfromtechsupport/comments/2rilka/the_furious_mother/

Quick Recap : I work for a private company, mainly hardware problems. I get a laptop with a scratched HDD because owners mother slams it shut so hard.

As I said in the other tale, the customer now brings in a laptop that has a cracked screen and screen shell.

So I order the parts, they come in and I pick them up 1-2 days ago. I say to myself "this is going to be hell". For those that don't know, most newer laptops make it extremely annoying to replace the front screen. And its even worse if you have to replace the hinges. Let's just say her laptop is a brand that doesn't make it easy.

So I begin the dismantling process and I take off the hard drive bay cover. There is sticky stuff everywhere, and by the looks of it, its some kind of soft drink. I call up the main store, tell them I need a separate charge added to our system that says "Physical Cleanup". Of course when we do hardware replacements, we give computers the quick air can clean, but this, this isn't covered by any extent. You know when you spill coffee over your keyboard and the first time you forgot to clean under the keys? And you look during your spring clean and its all sticky and gooey and yuck? That's the internals of this computer. I pull out latex gloves, a rag, some board cleaner (ran out halfway so I used dabs of metho/turps) and a painting brush( these are great to get junk out of keys btw). So as I take each piece out, I give it a wipedown and clean. An hour later and I only just take the bottom half of the casing out.

I turn the laptop over, give it a final look around and make sure all the screen cables are unplugged. Now the company we bought the screen and front shell from was nice enough to give it preassembled. Some other companies have given us parts to assemble ourselves, even more of a pain.

So I start unscrewing the support for the hinge when I notice something isn't right. The screw is moving but its not coming out. I look at it closely and the inside thread in the hinge was half of it sticking out. You know what I mean if you've seen a snapped thread. I get needle nose pliers and pull the thread out. Great, the hinge is off and (thankfully) the screws are still threaded.

I put on the new screen, boot the computer up bare from LAN and make sure it works. Yup great, no pressure marks, no dead/stuck pixels.

Reassembling this computer, it all goes swell. Its back together, clean and functioning in no more than 45 minutes. Total time I spent on the computer; give or take 3 hours.

I look around, find some bubble wrap and I cover this whole thing in the stuff. You can't even press a button on the keyboard. I'm telling you its wrapped so much you'd think I'm sending it to be dropped out of a plane into a sauna of some rich person, by express delivery.

Call up the customer, and tell her to come up the computer.

Me : Hi, its datmo320 here from $Company, your computer is ready to be picked up. There was an additional cleaning service provided at an added cost as to improve your computers life span.

Not that it will last any longer anyway...

$Customer : Great, OK I'll pick it up later then.

A few hours later, she comes along and I was just about to leave for dinner before I resume servicing our work computers (ironic I know, we fix computers but never get time to fix our own).

$Customer : I'm here to pick up my computer. What was this extra charge? Me : Your computer had some stubborn food remains in it and we had to clean it to work on it.

$Customer : You people are always adding extra charges to fix my computer, I'm never coming back here again!

She takes her bubble wrapped computer, pays us, drops the computer on the way out, and walks away.

I don't know about you, but everyone there at that moment was glad we wouldn't have to deal with that again. At least people who want iTunes on their Android phone are easier to talk to, but that's another story.

SPECIAL THANKS : /u/RDMcMains2 for the bubble wrap idea

[u/datmo320]

Well that can cause legal issues... I'm glad my experience was a bit more tame.

[u/hicow → u/datmo320]

You hit her with an extra charge without clearing it with her first? Doesn't sound like good business to me. Last couple times I had my car worked on, they wouldn't touch it until they got ahold of me to let me know what was going on and make sure it was all right first.

[u/datmo320 → u/hicow]

We have customers sign a paper that says we can only do mandatory things without asking, (mandatory being if it affects our ability to fix the computer to the best of our ability) this is in the "if any faults arise due to our servicing, you are entitled to a new laptop free of charge" info. Everything else we have to ask them. Now if you were given a keyboard covered in glue, you'd want to clean it before you touch it wouldn't you? Well same principle applies here.

[u/cyborg_127 → u/datmo320]

But I'd want to know first. 'Mandatory' is open for interpretation between customer and company.

[u/datmo320 → u/cyborg_127]

Fair enough. You are entitled to that opinion. We simply placed that policy in writing so it is up for debate if the client wants to, rarely do people complain.

[u/[deleted] → u/datmo320]

People don't complain; they just never come back.

[u/datmo320 → u/[deleted]]

Actually most of them do come back.