3 am call from 200miles away
Ah I remember when I worked for a small IT support firm in Brighton (Sussex) that looked after Business and Residential clients. We had a note on our website and in the yellow pages ad that we did 24 hours support, but no one had made it clear this was for business clients only. So one fine morning I received a call asking for help recovering a laptop from a virus, from memory the conversation went as follows:-
Me - Can I check which client you are calling from
Them - Oh I am a new customer
Me - Ok, not a problem there will be an extra surcharge for the out of hours service. Can I confirm your company name
Them - I am not a company, I am a student and I think a virus has just wiped out my dissertation
Me - I have to warn you our out of hours service is part of our business support offering and this callout will not be cheap. Is this something that can wait for our residential team to assist with in the morning?
Them - No I have to hand this all in in the morning and I cannot lose it. Please I will pay anything just help me.
Me - Ok what has happened and I will take some details so we can start to get the ball rolling.
Them - I had a bluescreen flash up, now my laptop just keeps rebooting. It said something about safe mode but wouldn't boot in to that so I have put my restore disk in and now I am in windows but cannot find my files.
Me - Ok, It sounds like you have reset your computer and may have deleted your files, do you have a backup? if not power off the computer and we will have to collect it to perform data recovery.
Them - no backup, sorry, how soon can you get here?
Me - whats your address and I will send someone along? As you are not a contract customer it will be £200 per hour including all travel time.
Them - Manchester
Me - I recommend you call a data recovery specialist, they will be cheaper since it will be 10 hours round trip for you to pay for, plus our onsite time. As you are outside of our normal cover area I will need to take a deposit of 50% of the expected travel, could you provide me with details of a credit/debit card I can charge £1000 to?
At this point I heard them start crying and they hung up. Oddly they didn't call back. I do hope they got their file back and they were ok in the end.