My boss calls me into his office today.
Customer wrote him a letter complaining about the service she recieved.
She signed up for cable modem service, she already has a nic in her system, so I just did the configuration. Everything goes standard on the install and test, she takes her system home, video driver isn't working. I tell her the standard way to fix it, the following monday she brings the system in and dumps it on the work bench wanting it fixed, I look at it, drivers are right there on her hard drive, I install them, set the resolution and color to what she wants. (it took about 3 minutes, I didn't feel like doing the paperwork, and she's had a lot of problems with the system in the past and I felt sorry for her, so I didn't bill for it) and she takes the system home, next day she calls, system isn't connecting to the internet, troubleshoot, bad cable modem, cable guys get dispatched to fix it. Friday she comes in, says she was installing a game for her kids and is not getting any sound, I ask a few questions and determine that the only thing not sending sound is the CD Drive, I tell her that either a cable has come loose or there is a problem with the CD drive. Last I hear of it.
Fast forward two weeks.
My boss shows me the letter he got from her, She says that I gave her a look like I thought she was an idiot, and that I was careless in the install and knocked the wire loose, or perhaps did it deliberately to get more billable work. And goes on to point out that she graduated college the same time I did (she didn't, she graduated the year after) with the same degree that I have, and then said it took her an hour to fix her sound problem (loose cable, plug it in). I never opened her case, it wasn't neccesary, she already had a nic installed.
Try to do someone a favor, and look what you get. Now I am in trouble for not billing her for the work I did above and beyond the standard install, as well as having a customer complaint.
</RANT> |
