I really need some advice

[Guest]

I'm not sure how to handle the situation that I have found myself in. My best friend's mother was having some computer problems, so I went over to her house and attempted to fix her computer. It was beyond my scope of repair so I brought it home to Chad, only to find out the mother board was toast. Mrs E. can't afford a brand new computer right now, but she is big into eBay and really needs one. Chad and I are computer junkies, so we have several computers and tons of accessories around the house. Mrs. E knows this and offered to buy one from us to hold her over until she could afford a brand new one. So Chad and I built her a tower, reformated the hard drive, put the operating system on it and the office package, other software, a network card, and on and on. I went to her house and installed it for her, among other things she had me do to get her computer ready for her (things like organizing all the wires, setting up her pop-server email acct, installing the printer, etc). Now she's calling me 2 and 3 times a day to help her with it. For example, she needed help installing a driver for her digital camera and then later she needed help saving a file to disk, among other things.

It's to the point that I'm cringing every time the phone rings. I sold her a computer, not 24/7 tech support. She's my best friend's mom, so I feel rude telling her that the calls have got to stop. I would do anything to go back in time and not sell her that computer. But, in absence of a time machine, what can I do??? Please help me. Thanks.
...Jennifer...

[wx247]

Jen, I suggest telling her that you are not sure of the "best way" to fix her problem and that she might consider calling a local computer store. It might limit the calls.

[Josephine96]

I'd do that.. or I wouldn't mind being brutally honest and I'd tell her that the calls were making you cringe sometimes..

A lot of times.. as nasty as it is.. Brutal honesty works

[azsnowman]

Jen, I suggest telling her that you are not sure of the "best way" to fix her problem and that she might consider calling a local computer store. It might limit the calls.

GREAT advice Garrett! Yup......

Dennis

[mf_dolphin]

The worst "customers" you can have are family and friends. My brother-in-law bought his mom and dad their first computer right before he moved to North Carolina. Guess who's the computer support department now? I may kill him the next time I see him

Jenn some people take gentle hints and others you have to hit across the bridge of the nose with a 2x4. Good luck in deciding which method to use.

[isobar]

Wow, tough one. I have a hard time doing the brutal honesty thing when someone's being annoying. Wish I could sometimes! Maybe that's why I have caller ID.

How long has it been going on, Jen? Maybe once she gets up and running and comfortable with it, then hopefully the calls will stop.

[WEATHER53]

Saying yes is a choice, not a mandate. Exercise your choice.

[Pburgh]

Oh boy, you did create your own little monster, didn't you??? Wow that's a really tough one. As sweet as you and your husband seem to be, I just can't see you being brutally honest with her. It would probably hurt you more than it would hurt her!! Like Isobar said, maybe when she gets things up and running she won't call as much. If she had a computer before, I'm sure she is a little bit familar with the basics and can go on now that you've set her up. When you do go over to help her I'd write down exactly how you've installed or fixed something. Let her keep her own little diary so she can refer to that and fix it herself. Maybe jokingly say "Your going to be able to install and fix any computer very shortly, all you'll have to do is refer to this little "fix-it" book. Instead of doing it for her teach her to do it herself. I know it's faster if you just do it, but in the long run teaching her to do it will save you lots of phone calls and also save a friendship. Good Luck

[Guest]

Thanks guys. I really appreciate all your input. Chad and I are going to her house this weekend to do whatever she wants and in the process we're going to let her know that this will be it. I'll try subtle hints, I really don't want to pull out the 2x4, lol. I have to add this little bit, just now Chad's boss (well old boss now that he just got a promotion! Yea!) called asking if he'll take a look at her mother's computer that isn't working. Yikes! At least that's all in Chad's lap, lol.
...Jennifer...

[Stephanie]

That is a tough situation. Good luck this weekend!

[breeze]

Oh, Jenn - after you and Chad do the work, this
weekend, send her here:

http://www.dummies.com/WileyCDA/

Tell her that she should be able to find info for
herself, here.

Maybe that will help out! Good luck!

[azskyman]

Another possibility...tell her to make a list of things that are not working as she would like. With the weekend coming up, you won't be able to get to them, so if she is anxious to get it going she might try calling the ****** store (a local computer firm). Tell her you'll check with her later next week when you have time to see what is on the list and what you can do about it.

Another...tell her if there are other things that need to be done, she'll need to bring it back to your house so you can work on it when you have time. If she believes this is essential to her daily activities...she will prioritize whether she wants to give it up so she can get more things done to it.

Friends and family.....indeed the most difficult among all customer groups.

[Stephanie]

Good points Steve!

[rainstorm]

get caller id or screen her out on your answering machine

[coriolis]

Good answer Breeze. Jen start pointing her in the directions so she can help herself. Gradually let her know that she has to do it herself. Show her how to do a Google search for the topics she needs. Insist that she read directions, research it herself, and do it herself. Meanwhile, start stalling and being "busy." Encourage her, push her, kick her in the butt. Don't be afraid to tell her that she needs to learn and do. If she's teachable, she'll catch on to what you're doing, and eventually be grateful. If she's not, she'll get mad or give up and find someone else to leech off of. In that case, phooey, who needs it?