You Get What You Pay For

How It Should Be Done

The entire time I was listening to this story, my mind was popping in with all the extra nuances that an experienced technician would have picked up on the customer's needs. For instance, the customer's current computer was a Packard Bell, and I would have immediately known that both his keyboard and mouse are PS/2, which would have instantly negated an AT type system as an upgrade route. ATX would be the way to go, because we could have saved his existing PS/2 mouse and keyboard.

Also, the customer's operating system was most likely Win95A, which would have meant no USB support on the new system unless he was willing to upgrade to Win98. I would have found and offered a decent board that had both onboard sound and video, since that's would be good enough for his needs, and have been a cost cutting factor. There would have been no way around installing a new modem however. Any trustworthy salesman worth his salt would have given the customer the same service.

He did ask me some questions about the difference between Windows95 and 98, which I supplied to him. He then related to me that they installed Windows 98 for him after frying his hard disk. They charged him for the drive itself and the installation of a new one. Loading in a new operating system sure sounds nice on the surface, and it would have been as well, had they also given to him a Win98 disk and booklet. This practice is not only unethical, it is also illegal, and I made sure to impress that upon the customer that he should by ALL means, pursue that issue and demand they supply him a legal disc and license.

Taking Issue

I currently work for a "Mom And Pop" shop myself, and I took issue with the treatment this customer received from the other store. The mistreatment this customer received left him with a sour taste in his mouth, and probably has him believing that ALL small shop owners are just looking to make a quick buck.

Did this particular salesperson purposely dupe the customer, or was the salesman simply not experienced enough to recognize the customers needs and meet them accordingly? I'm not absolutely sure, but judging by the customer's story, the shop looks like a stinker. Overcharging, and then damaging hardware and making the customer pay for the replacement? Illegally installing software?

I can only hope that by giving the customer some honest information, this buyer isn't left thinking that all small business owners take advantage of their uninformed customers (or is it themselves?) in the same manner.