Local Computer Help vs. Big Company Techs
by McJohn - Posted Thu August 4, 2011 @ 11:15 AM
I decided to start my very first blog here in response to a comment I just read about how all Computer Companies will wipe your drive in order to fix a computer.
There are 2 issues here
1) what the local shop will do
2) what the big manufacturers techs will do
If a PC is brought into my shop, the first thing I do is sit down with the customer and get a detailed idea of the problem. If its say randomly shuting down, I ask what programs might be in use, where the computer is stored (heat problem?), when did it start, etc.
Then it gets brought into the back and we put in a CD of diagnostic tools and we "play" with the PC trying to recreate the problem. If the error doesnt occur we leave it on overnight. If the error has yet to happen, we do 1 of 2 things, we call the customer explain that we have failed to recreate the problem and we can send the PC home with a diagnostic program running in the background to catch it when it does happen, or we can take an educated guess and replace what we think it might be and hope it fixes the problem.
A big manufacturer will 90% of the time start by wiping your drive and getting it back to factory state. Then they will try to find the problem. IF they are like us and cant recreate the problem then they will ship it back to you and exclaim they fixed it. All the while taking 2 weeks to get it back to you.
I have had many customers come to me with an HP, Dell, Alienware, etc. after sending it back to the company and want us to take over. We explain to them that by us opening the case it will void the warranty, but most of the time they tell me they dont care.
I have hired a couple of techs who were ex-company techs and they are very underskilled when it comes to diagnosing an issue. In fact one was completely lost because I dont have a computer program that tells him what to look for depending on what he inputs.
Thats not saying they are all like that, but when you make it as easy as possible and dont allow them to think for themselves they will lose that ability to troubleshoot on the fly.
I will repeatably tell people to goto a local shop every time. If you dont like their work try another. I wont lie some of the local shops are worse than the big companies.