Many years ago, when I was still messing around with consumers (a no-win proposition), I had to drop customers less problematic than what you're describing. With the complexities of the Web, many browsers, and social networking, things have only gotten worse as to what the consumer might consider you responsible for.
Why are you even involved at all, when you never supplied that computer to her. Your only responsibility is to your original customer, not the person your customer supplied this computer to. Your original customer had no issues with you over this computer, right?
If this second owner had come to you in the first place as a (primary) customer, you would have had the chance to consult with her, hear her out, and possibly reject her as "not suitable" for you to do business with. She cannot indirectly become your "forced" customer.
Hartmut Sager
On 3 July 2013 19:03, Robert Dyck rbdyck2@shaw.ca wrote:
I have a customer complaining. She's using Facebook.
Her friend bought a refurbished laptop from me. I ran multiple diagnostics, replaced parts that didn't work. Reformatted the hard drive, installed a fresh copy of Windows XP Professional. Applied all updates. Installed Flash Player, Microsoft Security Essentials. Both IE 8, and the latest Firefox. Added Ghostery, and Flash for Firefox. Wireless network: WiFi-B.
Now she complains the laptop is "freezing up". Rather than wait, she powers it down. I'm afraid of file system damage.
This isn't the first time she came to me. And that laptop was not intended for her. Her last complaint was the wireless network "didn't work". It turned out she had no clue how to configure a router. I had to go over there and do it for her. She didn't know any of the router's passwords, I had to reset everything. I left with everything working.
Now she's complaining it "freezes up". I'm afraid I lost patience and told her it's because of Facebook. But she's unapologetic, demanding I fix it. Again, that laptop was not intended for her. She needs something higher performance. That laptop was intended for the customer to whom it was sold. But now she's using it.
Any recommendations? Thanks, Rob Dyck
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