Business ProfileforJester's Computer Services

I had work done at ******** in the past under old ownership & was happy. However, the new owner, ****, is very rude & does not care about retaining customers. I tried to figure out for myself why some of my ******** videos were mute and others not. I feared my dad had just accidentally hit a button. I explained it to **** on June 4 over the phone, hoping she might just direct me to the correct button. But she said to bring it in because she had no ideas to share over the phone. I brought it in on June 5. She seemed to want to do an intake form, but I said, no, not yet, I really think it's just a button that was accidentally pushed. Could we try that first? She finished with someone ahead of me, then turned to my computer. Sure enough, she clicked a button, & the videos were no longer mute. It took 2 seconds! She shockingly handed me a bill for $34.45. I piped up a little in protest, that the fix took 2 seconds, but there was another customer in the ***** *** didn't want to create a scene. She said she wouldn't be in business if she handled everyone's 2-second problem & didn't charge for it. BUT NEITHER WILL SHE BE IN BUSINESS IF SHE DOESN'T ASSESS SITUATIONS ON A CASE-BY-CASE BASIS! I paid the bill and left but called her later to say, 1. As a good will gesture, she should have just let that one go and 2. She should have been UP FRONT about a charge -- 1. on the phone, 2. when I walked in, or 3. before she looked at my computer. I told her I would have not gone through with it if I had known! I would have sought help elsewhere. She listened to my case over the phone but was very snippy in her resolve & hung up on me. Needless to say, SHE HAS LOST A CUSTOMER FOREVER! I lost $34.45 for something that should have been a good-will "click." But she lost far more than I did. She lost a customer and her reputation as I go forth in the world and tell people how bad she is. What is good word of mouth worth?

******, We are often very lenient with our clients and we offer great support to our regular clients as shown in our reviews online. I'm sorry that you feel our minimum charge is unfair this is something that we have been doing for several years and was in effect while I was co-owner before taking over ownership of the business. Since we have added our minimum charge policy we have had no complaints about the minimum fee. As a business and not a family member or friend most of our clients expect to be charged for our knowledge and services which sometimes can be quick. Since we often have multiple interactions with our clients even if we only spend a few minutes resolving the issue we have a minimum charge of a half hour which is $32.50. You have visit our office twice for a data transfer, once in 2018 and again in 2021 which is a straight forward flat-rate fee.Our minimum charge is clearly stated as you walk in the front door at our counter. When we spoke on the phone I told you that I would not be able to offer any free advice over the phone and that you would have to bring the device in for support. You stated that you had exhausted all of your other resources and that despite your best efforts for several days you weren't able to resolve the issue on your own. Our initial conversation was close to 5 minutes. Typically I would offer remote support however your computer has not been in our office for several years so that wouldn't have been an option, even for our remote support we charge a $32.50 minimum. When you arrived at our office you immediately expected support despite that fact that I was working with another paying client who had a scheduled appointment. Even though I was working with another client we spend another 5 minutes discussing your issue. You asked if I could look at it right away, I made you aware that we can do service right away but that there would be a rush fee as we have several devices ahead of yours. You said that you would rather wait to see if it was something we could fix. I told you that you could wait and I would provide you with service as soon as I was finished with my appointment.While I was assisting my other client you made your frustrations known signing heavily and making both myself and my other client uncomfortable. I interrupted what I was doing to stop and resolve your issue, you were pleased that it was resolved and expressed that several others and your searches to resolve the issue yielded no results. You then asked if there would be a fee for our service to which I replied yes we have a minimum charge. You stated you could not see the sign that was clearly displayed in big red letters at you walk in the door. You stated that you were to tall to see it, even though you had sat in our front office for at least 10 minutes and had walked in and out several times. You were also advised that there would be a rush fee for immediate service which I did not charge you for, only our standard minimum charge since it was such a quick resolution.Later you called to tell me how unsettled your stomach was for paying for us to resolve your issue. I expressed empathy and concern for your issue and indicated that I would do better to address it moving forward. I did my best to explain that if we provided services to every client for free we would have no business to be able to provide services to any clients seeking our support. We ended our conversation mutually and told you that I appreciated your feedback. I take all oof our customer feedback seriously and work very hard to maintain our reputation. I hope that this additional information will help any future clients understand our policy moving forward.