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02 January 2007 @ 08:18 am
Not how I wanted to start the year...  
Switched hard drives, still having the same problem. The technician jumped from the easiest answer to the second easiest answer with just as much accuracy. No wonder they didn't fight me on the service cost yesterday.

But now I get an even more fun argument - I get to convince them that this is still their problem, despite it having been paid for and leaving the store.
 
 
 
Fred 2.0lqc on January 2nd, 2007 05:42 pm (UTC)
oh I feel for you. I know this type of experience, and it makes you cynical to deal with a pc that keeps having issues. I mean at this point some techs would be swearing up and down its the power supply since its an 'intermittent' issue. Others would be swapping out each and ever component one-by-one (that was my technique, tedious but usually worked eventually). There's just no easy answer and its frustrating that in 20 years PC diagnostics is no more advanced than it started, pretty much trial and error. Good luck with that.
Idtechnomonkey on January 2nd, 2007 07:08 pm (UTC)
Thanks
Yeah, the swap-out-each-component-with-a-known-reliable-one-'till-something-makes-the-problem-go-away would be my strategy at this point, but I don't have a spare of each of the parts necessary. At least, I don't think I do. I have this other computer, but it's kind of a pain to dismantle and put back together two systems one piece at a time, especially when I'm not entirely sure the parts are compatible.

But at least that'd get the job done. I think we've exhausted the software diagnostic tools that they've been using at Fry's, so maybe they'll start with something else now... Hopefully, something more effective.

What's funny is that they're using the exact customer-management-strategies we used back in '95 when I was a tech. That's why I know them so well. First, do a cursory scan. If you can't reproduce or at least explain the problem from there, blame software. Delve a tiny bit deeper until you can find something to blame. If that still doesn't work, go incrementally deeper. It's a time saving device for the most part, since MOST of the customers are indeed idiots, and just need to figure out how to plug things in. But when there's a genuine issue and the customer can prove by simple conversation over the phone that he's not a moron, you really ought to start listening to what he's already done to rule things out.

Ah well. It's back in their laps now, and they do recognize that it's the same issue that I've already paid for. I'll be calling in about an hour to see if they've bothered looking at it yet.