Family tech support

[rallynavvie]

You know what I mean: your the "IT" guy of your extended family so everyone calls on you when they have computer troubles. Share your stories

I dredged up an old PA comic on the subject that I used to have posted on my desk:
http://www.penny-arcade.com/comic/2005/12/12

All that aside I am actually amazed at how well my nearly-80 year old grandfather keeps up with computers. I went to visit them last weekend and got to see all their new technology swag. First was their new 46" Sony 1080p LCD TV which my grandfather said was because his "eyes weren't as good as they used to be" and needed a larger picture. I guess the HD DTV tuner was for the same? Then I traced a cable running to his new PC with its Bluetooth keyboard and mouse so that they could check their email from their chairs or playback old home videos (something I made for them a while back when I was still doing that). However I was a little hurt to hear my grandfather hired a local guy to build the PC for him, I do like building systems, but at least since the guy is local they have onsite service should they ever need it. It's a solid little machine though and it was my first experience with Vista. My grandfather already knew his way around Vista from a few weeks of playing with it, even had the dual monitor support set up the way he wanted it. Perhaps it makes sense, he's been using computers since the days of the punch cards.

Now if only my dad were as handy with computers

[yoda313]

Now if only my dad were as handy with computers

Must have skipped a generation

[edDV]

Bad idea to do this. Every problem from then on will be blamed on you.

[lordsmurf]

Bad idea to do this. Every problem from then on will be blamed on you.

Or worse, you become their crutch. They call you any time something "new" comes on screen, they don't try to use their own sense to figure out the problem (or realize that there is NOT a problem).

[budz]

Bad idea to do this. Every problem from then on will be blamed on you.

Or worse, you become their crutch. They call you any time something "new" comes on screen, they don't try to use their own sense to figure out the problem (or realize that there is NOT a problem).

I totally can relate and !!!!! In the last few weeks I've had calls from relatives & friends about having no internet connection & to the pc is dead cuz it doesn't power on. Then when you give them instructions on what to do to diagnose the problem. They say I'll just go buy a new cable router when the problem was really with the cable modem With the cable router hooked up ip addy was 192 which was okay. But when hooking up the cable modem directly to the pc the ip addy through command prompt was 169 which I knew there was no internet connection coming through. Thus the cable modem needed to be switched or there was a problem with the cable signal in or outside the home. So they called the roadrunner to let them know they wanted to get a new cable modem. The cust.service person told them the cable signal from there end was going through fine. Lmfao! I told my friend sure their cable signal is sending bytes but you're not receiving them.

Oh! and the pc that was thought to be dead had the little switch on the back of the power supply set incorrectly. But they swear no one touched the back of the computer!

I do have a tshirt that says, "No, I won't fix your computer", but it doesn't work!

[redwudz]

Typical scenario:
Them, "I hear you fix computers?"
Me, hesitatingly, also quickly checking for escape routes and taking two steps back, "I sometimes work on computers."
Them, "I have this problem...........?" At that point they go into a detailed list of at least 20 unrelated problems, often ending with, "I went to this site...."
I then describe my best guess solution to them, and even put it in writing, with diagrams and programs or sites to check, knowing that they still won't understand any of it. I then attempt to avoid them for at least a week, hoping they will forget about the problem or find a relative to really mess it up for them.

Other favorite questions,
"Do you fix TVs, too?"
"I have this E-machine I bought 5 years ago. Smoke came out of the power supply, so I replaced the hard drive. It still doesn't work."

If you work on a computer in someones home (Not recommended ), take every conceivable tool and program you may need, because the problem will never be what they said it was. If it should only take a few minutes, expect it to take 4 -5 hours. At least get a free dinner or sufficient quantity of beer to offset your time and labor.

Best answers to all:
Computers can't be fixed. It's best you buy a new one.

[budz]

Best answers to all:
Computers can't be fixed. It's best you buy a new one.

I like that one!!! I'll have to use that line the next time.

[edDV]

If you say something like: OK I have this turkey that needs to be cooked or a car that needs to be waxed they look at you like: "Me do that? How rude to ask."

[pcbman]

My usual saying when someone asks me to work on their PC is.
"I work for Beer!!!"
I have one of those "NO, I won't work on your computer" shirts too, it gets lots of comments but people are blind when i'm wearing it and will still ask me "will you work on my pc"??
The Axe fixes intermittants permanently!!!! MUAHAhahahahaah

[bendixG15]

But for some relatives and friends, it may just be payback time for all the good things they did for you.

[AlecWest]

Perfect timing (grin). I just got a call this morning from my girlfriend. Her computer can't access the net anymore. Hmm. Last time I encountered this problem, one of her step-siblings "deleted" the browser (I kid you not - not uninstalled either, deleted). I told her that if I found the browser deleted again, they'd have to call "Geek-a-Knockin'" (a pro service that charges $90 just to walk through the door).

[Nitemare]

Anyone else get the "contractor curse" while working on PCs? It always starts with a magic spell that begins with "Oh! While you're here..."

THEM: I hear you know a lot about computers...
ME: (cutting them off) If I come to your house, it's $20 an hour. If you let me take it home and work on it when/if I feel like it, I get $10 an hour. If you tried to fix it yourself I get $85 an hour.
THEM: I have this problem....
ME: Advice is $2 per word.

I no longer work on anyone's computer without getting paid, EVER. I rarely discuss computer problems with people unless it's other techs.

TRUE STORY: I got a call at 7:00 on a Sunday morning from an irate woman demanding I come to her house and bring her a Windows 95 CD. She was trying to install something and she needed the CD. I suggested she use her own. She tells me she doesn't have one.

I had upgraded their system with "my" CD but did not make a copy of it and extracted a SOLEMN VOW that they'd go out and buy their own cd at their earliest convenience. I figured the annoying requests for a CD during installs would see to it that they did this.

Now, this witch gets me out of bed (I worked nights) on a Sunday morning, demanding I come over RIGHT NOW because I upgraded their system to windows 95 without giving them a cd so I'm responsible for this probelm.

So I matched her politeness levels and tone, reminding her that:
1) I upgraded them for free
2) they promised to get their own Win95 CD and...
3) ...It's 2004!!!!!! I did this upgrade years ago!

I offered to go out and buy her WIN95 CD (yeah right!) and told her I'd need $100 for that, and $85 for a service call on a Sunday. She hung up on me.

Ever since that day I DO NOT WORK FOR FREE... EVER

I could go on and on but that's the worst one.... fun thread!

[AlecWest]

I do have a tshirt that says, "No, I won't fix your computer", but it doesn't work!

Still, hehe, it might be worth a try:

http://www.cafepress.com/hecticstudios/324825

I just got myself one of the $19 teeshirts in Ash Gray. But, they also have the slogan on other stuff besides teeshirts:

[vico1]

Typical scenario:
Them, "I hear you fix computers?"
Me, hesitatingly, also quickly checking for escape routes and taking two steps back,
"I sometimes work on computers."

Man, does That sound familiar!... :P

[budz]

I do have a tshirt that says, "No, I won't fix your computer", but it doesn't work!

Still, hehe, it might be worth a try:

http://www.cafepress.com/hecticstudios/324825

I just got myself one of the $19 teeshirts in Ash Gray. But, they also have the slogan on other stuff besides teeshirts:

I got my "No, I won't fix your computer" tshirt from Thinkgeek.com. Cafepress.com has some crazy ass tshirts. I've ordered tshirts from there as well.

[lordsmurf]

..

[lordsmurf]

Oh! and the pc that was thought to be dead had the little switch on the back of the power supply set incorrectly. But they swear no one touched the back of the computer!

Some of these can trip by themselves. I have one that can do this. The first time it happened, I thought mine was dead too (albeit only for a few minutes).

, one of her step-siblings "deleted" the browser (I kid you not - not uninstalled either, deleted).

If it was Internet Explorer, the sibling did her a favor. Use Firefox.

[driguy]

I, like many others here, will charge unless it is my mother, father or wife. Anyone else has to pay up.

[rallynavvie]

Yeah, the title of my thread was family tech support but seems most folks are talking about friends and others snagging them to do work for them

I rarely help friends with computer issues, partly because most of my friends are tech savvy enough to deal with it themselves. The only ones I help for free are my family. For instance I still maintain a website for my parents' housing development (they were the first to build so they took charge of the landowners association) which tends to be a pain since my dad always seems to send me updates when I'm the busiest, never when I have free time.

I do occasionally help out others for free, but only when I know they're good for some other service

[neomaine]

Yup. Throw me into the crowd of 'So, you work with computers?'. Ok I'm a dba by trade but have been building my own computers since I had to solder my first kit.

My mom is the only one who gets freebies. Everyone else is $50/hr, one hour mi. and $25 for each additional. Most jobs are in the 2-3 hour range. Only a few per month but it pays for my golf!

[TBoneit]

I'll go along with Mom I even go to the house.

My brother has to bring it to me here at work. I don't charge him but I'm not carrying tons of disks and hardware.

Someone told two of my neighbors I work here, so they bring in the computers and I give them a break cause they're neighbors.

Work on somebody's computer in my home? In these litigious days and no business insurance? No way!

When I go home I don't even think about fixing anything. If my own breaks beyond software I bring it to work.

Free computer problem goto guy? No Thanks.

I get customers that are doctors, plumbers, accountants, Carpenters, do I ask them for free advice? Nope, not fair.

When I get one of the come into the store types that say just looking and browse to set themselves up as actual customers ... Then they slide up to the counter and then they ask the question that really brought them in, in the first place. My computer is doing ....blah, blah, blah, what do you think is wrong? IOWs they are looking for free support. If they don't want to bring it in and pay then I give them the answer that fixes all software problems. Format and re-install windows and I hear I can't do that I don't have the discs, a friend came over and installed whatever for me.

Or they call on the phone looking for free support. We ask for their phone number to look them up in our database to see when they bought the computer, Usually we hear click and they're gone.

I've come to really dislike cheapskates. If you don't have money that is one thing thing but when you just don't want to spend it that is another thing. The ones looking fro free help always seem to drive up in a much nicer, newer car than I can afford.

[Nitemare]

That woman in my story was an associate of a relative... OK... not the same thing but my family members get me into more and more trouble that way. They tell all their friends, bosses, associates, etc. about me and they think they're doing me a favor!

Note to family: STOP IT!!!!

Yes, I charge family now too... not as much as others, but it keeps my phone from ringing all the time. Their friends get no discounts from me.

[budz]

Yes, I charge family now too... not as much as others, but it keeps my phone from ringing all the time. Their friends get no discounts from me.

I can relate to that as well!!!
When I told my relatives I'll begin charging $60.00 if I have to reinstall the operating system suddenly I don't hear from them. How funny eh when you inform them you'll start charging for computer repairs then suddenly it gets all quiet on the western front!!!

[sg2007]

What I hate as well are those too early in the morning or too late in the night calls.

One scenario:
Call rings @ 6:00 in the morning (before I've had time to have a full cup of coffee)

Me: Hello?

Them: Hello, my browser got hijacked, what should I do?

Me: Well, first run your spyware/adware removal program. A lot of the times this will get rid of your probl.....

Them: Yea, yea I did that and it said it removed it.

Me: Okay, bye.



Second scenario:

Them: I need you to look at my laptop. Its running really slow and keeps freezing up.

Me: Ok did you install the antivirus as well as the firewall,etc that I told you too?

Them: Yea I did but I'm having problems again.

Me: Ok bring it up. Once I turn the laptop on and it has booted up I notice there is no Antivirus installed,etc.


I could give more scenario's but I'm sure their pretty much the same as you all have had.

Under-appreciated....Under-paid

[srenaud]

I give a family member one freebie. If they offer money, I decline to accept it. If they don't offer, I don't work on their system again.
Anyone else is $45 an hour. ( I try to keep my prices lower than the geek squad)

My brother was the worst. Let his kid destroy his system, then get mad when I won't reload for free.

I ghost all systems now, right before delivery. That is the only way I'll reload now. 15 minutes and they are up and running.

[somebodeez]

In my family (husband, wife, children, sisters, brothers, nephews, nieces - all of us), we each have our own talents that we are good at and we each have other areas where we are lacking. Luckilly, we are a very close family and we balance each other out by helping where we can.

Some of us are good with computers, some of us are not just as much as some of us are good at construction, cooking, gardening, car mechanics ect while others are not.

I wouldn't dream of charging my sister money for helping her w/her computer problems or whatever else I help her with (I'd be ashamed of myself if I ever did think such a thing!) and she never charges me for taking care of our pets & collecting the mail while we are away or whatever else she does for me. For us, it all works out.

[edDV]

In my family (husband, wife, children, sisters, brothers, nephews, nieces - all of us), we each have our own talents that we are good at and we each have other areas where we are lacking. Luckilly, we are a very close family and we balance each other out by helping where we can.

Some of us are good with computers, some of us are not just as much as some of us are good at construction, cooking, gardening, car mechanics ect while others are not.

I wouldn't dream of charging my sister money for helping her w/her computer problems or whatever else I help her with (I'd be ashamed of myself if I ever did think such a thing!) and she never charges me for taking care of our pets & collecting the mail while we are away or whatever else she does for me. For us, it all works out.

Great when both sides contribute. I support a neighbor with his computer and TV system issues. He helps me with his log splitter and offers his pickup truck for furniture delivery and dump runs.

[TBoneit]

What I hate as well are those too early in the morning or too late in the night calls.

One scenario:
Call rings @ 6:00 in the morning (before I've had time to have a full cup of coffee)

Me: Hello?

Them: Hello, my browser got hijacked, what should I do?

Me: Well, first run your spyware/adware removal program. A lot of the times this will get rid of your probl.....

Them: Yea, yea I did that and it said it removed it.

Me: Okay, bye.



Second scenario:

Them: I need you to look at my laptop. Its running really slow and keeps freezing up.

Me: Ok did you install the antivirus as well as the firewall,etc that I told you too?

Them: Yea I did but I'm having problems again.

Me: Ok bring it up. Once I turn the laptop on and it has booted up I notice there is no Antivirus installed,etc.


I could give more scenario's but I'm sure their pretty much the same as you all have had.

Under-appreciated....Under-paid

Well there's your first problem. You leave the phone on.

I turn mine off at bedtime. Since I'm working today it won't go back on until I get home. When I say mine I mean the one I use myself not the line the rest of the family uses.

I got tired of sales calls as I was getting ready to leave for work in the mornings. So rather than stand there dripping on the carpet, the ringer is only on evenings and days off. And yes I start late for work. Alarm at 9:15 just in case I'm not up. Out the door 9:45, Arrive at work 9:55, unlock door, turn off alarm, turn on lights, bring up register, drink coffee. Try not to get grumpy at customers that try and come in as I'm unlocking the door and the alarm is still on. Close at 7Pm WDs and 6Pm saturday. Drive 5-6 minutes and home.

the late start is one reason the ringer is off on the bedroom phone nights.

[ViRaL1]

Family support I do for free, I'm the PC guy and no one else in my family is terribly tech savvy. I do it because I enjoy it and I don't actually see my family that often. When I do, there's usually tech work, but I don't mind. Friends I usually help out and don't charge, but there's always an offer.

Recently I did some work on a PC for a co-worker who's HD crashed. I told him from the sounds he said it was making that the drive was shot and he'd need a new one. He asked how much I'd charge and I told him that if he bought the drive and brought it to work along with his PC, I'd install it for free (I won't charge for anything under 15 min). He asked about Windows and I told him the most cost-effective thing was for me to burn him a copy of an OEM XP CD which would work with his key, he said okay. I could be wrong, buy I would think that would be enough to imply that doing more wouldn't be free. A few days later he brought me the drive and the tower and wanted Windows installed, I agreed. I blame myself for not quoting a price. I installed the OS, drivers, AV and some utilities and gave it back to him a couple days later when it was done. I worked on it when I had time since he said it had been weeks before he mentioned it needing to be fixed and they were in no rush. Never heard another word about it.

It was spare time so it's not like it put me out or I'm hurting for money, but I was pretty disappointed that no question of how much was owed or any offer was brought up. I let it go and decided I wouldn't work on his computer again. People seem to get even MORE bent out of shape about being charged when you didn't charge them the first time. Of course my usual response to 'You didn't charge me the FIRST time' is 'it's not too late.' That usually keeps them from asking again.

But as far as my family, I have to agree with somebodeez, my family does for me in the ways they can, I do for them in the ways I can. If I ever felt that I was being taken advantage of, I'd say something and if it came down to it, I'd recommend someone or someplace, but so far everyone's been pretty appreciative. Plus my family always refers people to me and seems to quote them fairly high rates, so it kinda balances out.

Try not to get grumpy at customers that try and come in as I'm unlocking the door and the alarm is still on.

There's nothing that started my day off quite like those customers who would be sitting in the parking lot when I pulled up at 9:00 or heaven forbid 9:05 and proceeded to tell me how long they'd been waiting.

The sign says 9-6, for any time past 9:00 you might have waited, I apologize, beyond that, I couldn't care less.

I honestly do believe the PC repair business will fall by the wayside as computers become more and more disposable. Hardly anyone wants to put $150 into a $300 computer unless there's important data involved.

[TBoneit]

I'm hoping the repair business lasts a few more years. However I'm not real hopeful. in 1996 we sold 10+ computer systems a week and made $300+ margin per. Now it may be one every two weeks. Dell seems to be the culprit slong with places like best buy. I've been in this job since 1996 and I was in the previous job from 1982 to 1996 when they moved out of state. I'm not looking forward to finding a new job. in NJ the good jobs all seem to be vanishing ate the same time it gets more expensive to live.

Yup when I pull up at the strip mall and see a car waiting for me to open, I seem to have a problem getting out of the car. Instead of opening early I just sit there, drink my coffee and listen to 101.5 on the radio.

BTW anybody care to share what they charge to assemble customers parts, no software. We charge on volume customer $45. OTOH I do wiretie everything up nicely. check to be sure it will boot from the floppy and CD, the reset works and the hd & power lights work. Supply any odd cable needed, extra SATA data or power converter cable. if they are over I hold em and under I supply em.