Heard it all before
I used to work in the PC Clinic as a lead technician at PC World about 18 months ago - shortly before they moved over to being called the "Tech Guys".
I can go as saying; there is nothing that my colleagues or I would not do in that place for our customers.
The amount of hardware which we would be handed over to us for repairs, repairs which are caused by customers (spilling red wine over a laptop keyboard, the pen on the keyboard of a laptop and closing the lid) and not through simple hardware failure was enormous.
In most cases, the customer expected us to repair their faulty item, at no cost to them, simply because they bought it from us. Technically, we should have simply said we couldn't do anything and turn the customer away, but we would try and see if we could resolve the issue first.
We would go out of way to help our customers - We might be on a day off and we technicians would call each other up requesting extra information about one of our customers which we had been dealing with, as the customer wanted to ask some questions. The amount of times we would drive to the next store (about 15-20 miles round trip) on our day off or straight after a 10 hour shift to pick up a product because the customers one was faulty (on our day off out of our way). Its amazing how much behind the scenes work your average technician will go through to keep a customer happy.
As to say that the Tech Guys don't know any thing, I myself have a degree in Computer Science, my colleagues had the same, were A+, MCSE certified......we certainly had the knowledge to resolve the issues handed to us.
The only thing which did annoy us, were customers who thought they knew everything but knew nothing, trying to dictate to us on how to do our jobs and how to fix an issue, without realising they are not the most important person in the World and that there are other customers which need our time and help.
So the next time you go into one of the stores and approach one of the tech guys (and gals) make sure you do it with a smile and do not storm up to that counter thinking you are the only person in the World.
Biting the hand that feeds IT
