Response from the owner - 3 months ago
We were contacted by the above company on June 15th at 8.45am.
A senior technician was scheduled and he arrived at 11am. He was there from 11am to 1.15pm and these are his notes
"I was called out to check network connection and speed in customer’s trailer. While working in their computers, I was told to check wifi network and check to see who and what devices were logged on to their access point. I was asked to change the Net gear password because it was set to manufactures standard password allowing access from others to log on to their devices and Netgear router. When I showed up onsite customer could not print payroll or log on to websites to process payroll. After connecting a Cat6 Lan network cable directly to Comcast modem the customers were able to browse internet and print payroll. I also was asked to remove a printer cable from back of trailer and connect payroll printer hardwired to payroll desktop computer. I did not charge them for a 10ft Cat6 network cable to help there office out as well as waiving 30 min of work time when I noted that there Netgear wireless router was causing internment issues. Before leaving I stated concern with Netgear wireless router with staff and owner over a phone call after verifying customers could print payroll. The work that was preformed I was asked to perform. If the user had no issues they would not have called us out to help them"
The customer phoned back the following day at 8.45am and said they were having issues scanning
We scheduled another technician who arrived at 9am and he made the following notes
"Uninstalled the printer and reinstalled . connected the printer through USB and
put the front computer and the wireless and created a shared folder for
everyone to scan to and shared the folder. mapped the shared scanned folder
to the computers in the back"
For all of this work we charged a total of 2 hours.
The customer complained and we agreed to only charge 1 hour.
We love our customer's and always strive for 100% customer satisfaction, as can be seen by our hundreds of 5 star reviews.
The customer used really foul language and was unreasonable. Although we want to look after our customer's interests, I also need to look after our hard working technicians and sales staff and do not want to subject them to the behavior that we witnessed.