[PrareeLor]

Conversation I just had regarding a woman's PC that she said wouldn't print documents. She'd brought the PC and printer in, after a quick check over we found no fault. It printed normally, all USB ports were functioning correctly and the printer itself was fine. As is standard we waved the £15 standard investigation charge in favour of a £5 charge. This is simply since we only spent maybe 10 minutes checking the system over. Anyhow, she came in to collect it:

Me: "Yep, nothing wrong as far as I can see madam, the Printer's fine and your PC is comunicating normally. Here are the test pages."

Customer: "Oh you're a life saver, I needed it to print the notes for the next council meeting. Thankyou for being so quick!"

Me: "Well, we try. If you'd just like to pop the sheet down to the counter they'll settle up with you and I'll bring your PC and Printer down."

Customer: *Looks over the sheet with an increasingly annoyed look* "You said there was nothing wrong though?"

Me: "Yes, that's why we waved the £15 standard charge, since we spent less than 30 minutes on your system you only have £5 to pay."

Customer: "But you said there was nothing wrong?"

Me: "Yes, but you still have to pay for our time involved testing."

Customer: "But why? If you did nothing then I pay nothing!"

Me: "You still have to cover engineers time involved aswell as changes levied to assist with shop rent, utility costs etc. Normally the minumum charge is £15 regardless, but since I didn't feel it justified the time we'd spent I felt it would be more honest to simply impose a smaller, £5 charge."

Customer: "I didn't expect to have to pay?"

Me: "Why would you not expect to pay?"

Customer: "Well I work for the council!"

Me: "And?"

Customer: *looking shocked in a "Don't you know who I am type of way"* "I'm the mayors secretary!"

Me: "And you feel this means you don't have to pay for things?"

Customer: "Well I... erm... I don't really think..."

Me: "OK, let me ask you this. Did you buy your PC from us?"

Customer: "No...."

Me: "OK, did you buy the printer from us?"

Customer: "No, from staples, same as my PC."

Me: "So you bought a PC from Staples, a Printer from Staples and feel WE should offer FREE technical support because you're the Mayors secretary?"

Customer: "YES! *Obviously annoyed*"

Me: "OK, may I please have your job sheet so I can alter the charge?"

Customer: "Finally, I'm glad we understand each other." *hands me the sheet*

Me: "There you go, £15 to pay at the counter and I'll bring your PC down"


And this is why I don't do customer service anymore.