Peter Williamson wrote:
> I would appreciate any horror stories that you might have that I could use.
> Of course you would make any neccessary changes to protect the innocent
Our company repairs computers and disk formatting with windows is a popular
fix it for alot of windows problems, particularly when the owners have been
fussing about in the registry to try and fix it themselves.
It is our policy to make it as clear as possible to clients that any repairs
may
result in the loss of data from HDD, we even send them away and tell them
to backup all files worth saving. We even install network cards and burn the
info on a CD for them if they feel it important, all the time telling them
"if it is important to you then make a backup". Of course, if we can save
the information we will if possible.
In walks a client having problems with her computer.
After some checking we notice the owner has made some attempts to
get windows to fix itself, see the solution being to re-install windows.
"Is there any information on the HDD you wish to save, as formatting
will erase ALL information on the computer". This we ask in several
wording to ensure the customer knows the full impact of what will happen.
So we format and re-install and the customer picks up her machine and
everyone is happy, until, the next day the client phones to say that there
some information she cannot find on her computer, and how can she access
it. We explain that the formatting has erased all the old information and
it is gone forever. But she explains this was a novel she had been working
on for many years and was now complete and ready for publishing.
The customer at this time started to get panicky and returned to the
shop and pleaded her case that we had not explained to her that the
repairs needed to her system would result in the loss of her book.
Several times this customer argued we had not told her of impending loss.
Eventually the disguntled customer left, presumably to start a book on
the pitfalls of computer repairs.
This incident did raise the issue of liability though. So best to have on
the job card with the customers details a disclaimer mentioning that
while all care is taken, no responsibility for loss of data.
Kevin
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