Don't Hold Your Breath Computer Service

Vassar Chamber of Commerce

2011-02-16T14:08:00.001-08:00

Two years ago, I entered into an agreement with the Vassar Chamber of Commerce to build and host its website. I offered to provide this service for a very minimal charge because I knew of the Chamber’s financial constraints.

It was my understanding that other businesses had quoted the Chamber a substantially high fee for building and hosting of its website and when I heard this I offered to build and host the site for the cost of the domain and hosting provider. I wanted to provide this service to the Chamber in order to assist them as it was not profitable for me in any way.

When I initially designed the website, the ideas were completely mine as I was not given any direction by the Chamber board. I confirmed each Chamber member’s information and asked each business owner how they wanted their information to appear on the Chamber of Commerce’s website. This took several hours of my personal time. Upon completion of the website the then Chamber of Commerce board approved the material before publication.

Nearly a year and a half later, I received an e-mail from the Chamber board complaining about the design and material. I was also told that the page was not updated in a timely fashion. At that time, I asked how I could possibly make changes to the page if no one from the Chamber had directly contacted me. In fact, it wasn’t until three days before the Riverfest that someone not from the Chamber board suggested it would be a good idea to include the schedule of events on the website. I then took it upon myself to gather and input this information on the website.

Last week, I was told the Chamber would be going in another direction with its website hosting and that my services were no longer needed. I understand that the Chamber board feels it may save money by updating and hosting its own site, however today when I looked at its new site I saw that the member section had appeared to be directly copied from the initial website. I was not paid for this work and see this as a slap in the face for the good will I provided to the Vassar Chamber of Commerce.

Upon further research of my own, I can tell that the Chamber of Commerce purchased its new domain name in September and did not even give me the courtesy of sending a letter or phone call regarding the matter. It wasn’t until the board received a bill for the new hosting year that they left me with only a voicemail.

I never took on this venture as a means of making a profit and now I see that no good deed ever goes unpunished.

Sincerely,

Brian Decker

Don’t Hold Your Breath Computer Service

Comcast

2009-02-05T00:34:00.000-08:00

These letters spell out what I have been going through with Comcast for the past year now. One of the worse cable and internet service providers I have ever had to deal with.

February 4, 2009

To Whom it May Concern:

Once again, I find myself writing a letter to Comcast … This has become a monthly occurrence it seems. I’m getting really annoyed now because I have wasted hours of my time writing letters and on the phone with Comcast.

On Jan. 2, I wrote a letter to Comcast which I have included with this letter regarding our experience with Comcast over the course of 2008 including the outages on Jan. 1, 2009. I received a call from a customer service representative saying he was from Rick Germano’s office in response to my letter. I was told I would receive a FREE month off of my cable services for the problems we had encountered and that he was crediting that to my account immediately. I was happy with the service and was thankful to be receiving that credit which I do truly feel is owed to me for the troubles we have endured.

Today, I received my bill and much to my disappointment we didn’t receive any such credit. In fact, we did not receive any credit at all for the service we were without for two days on the New Year’s holiday. Is this the kind of service we are to expect from Comcast? To be lied to and then still have to pay for a service that was not rendered? This is seriously unbelievable and unfathomable!!! I am so absolutely disgusted with Comcast. I am to the point where I really just want to go without television service all together because I am sick of paying for an unreliable and now untrustworthy company.

I do plan on hearing from you company and I do plan on these issues being resolved immediately.

Sincerely,

Brian Decker

Letter Sent 1-2-09

To Whom It May Concern:
I definitely understand why Comcast has a lower customer service rating than the IRS after my dealings with them over the course of the year. Let me recap my experiences with Comcast during 2008.
In February, after moving to the Flint, MI area, the first technician who came out to our home was unable to completely install our cable service because he did not realize we had a filter on the line. He spent at least four hours on the phone while he was at our home and no one was able to help this technician out. He finally left and sent someone else the next day. We wasted several hours during this process and we were left without complete service for 48 hours. I’m sure, however, we were still charged for the time we were without service.
Also, during the same visit, the technician told us he could not return our original cable box because it was provided in Bad Axe, MI. I was told by that office the technician could have returned it for us. However, we were forced to drive nearly 2 hours to return the box because of the technician’s lazy attitude.
In April, the cable service to our second television was disconnected because a technician mistakenly unhooked our cable rather than another apartment resident because the wires were not properly labeled. The technician who came to repair the problem insisted he labeled the wires and the problem would not occur again. We were without complete service for nearly one week.
In September, I canceled HBO premium services and was charged a $1.99 maintenance fee. Who charges customers to cancel a service? This is the most absurd thing I have ever heard.
In October, we were without cable entirely for four days because for the second time a technician unhooked our cable instead of another apartment’s. We were told we could be charged a $35 service fee if the problem were in the house. I assured the customer service representative it was not our problem and told them I refused to pay the fee. The technician arrived and confirmed that our service had been disconnected by mistake. He told us we would not be charged for the service visit. On our next bill, we were in fact charged the $35 fee. I immediately called Comcast and I was told the fee would be reversed so I did not include the fee on my payment. On my next bill, the fee had not been reversed and I was charged a late fee for that portion of the payment. I called Comcast again and was assured the fee was reversed again. The following day we received a harassing phone call from Comcast saying our service would be disconnected if we didn’t make a payment. Again, I called Comcast and was told my account was paid to date. So, let me recap … because a Comcast technician was stupid enough to unhook the wrong line we were without cable television for 4 days and I had to waste at least 2 hours of my time calling Comcast on four different occasions. That is just ridiculous.
In December, the television stations were testing the switch from analog to digital service and since that time my On Demand channel one service had not worked. Why am I paying for a service that Comcast evidently is unable to provide to its customers?
And finally today, Jan. 1, 2009 … we awoke to guess what, no cable, way to go Comcast. Happy New Year, I guess they wanted to ring in the New Year right! We called Comcast and were told service was out in the entire area and technicians were working to correct the problem. I was given a service date of Jan. 4 though if the problem was not corrected. So, I guess I must wait four days now for cable. And not once was I offered a change of my bill. Instead on two separate occasions I was offered Comcast phone and Internet service for a low monthly rate of $33. Why, may I ask, would I want to purchase a service from a company who cannot even provide me with the service I already subscribe to. If I had all of these services I would now be without my television, phone and Internet for four days on end. The people who call themselves customer service representatives are really just glorified salespeople. Finally by 5 p.m. Jan. 1 we call for the fourth time and our call is sent to a call center in Louisiana. Mind you, we called a local number. The lady at the service center knows nothing about our service problem, nor can she connect us to anyone in the local area who knows about the outage. Give me a break! So, here we are on Jan. 1 without television. We happen to like football … Guess we will have to wait until 2010 to watch the tournament of Roses.
Comcast better be prepared to offer us a very generous discount on several months of service if they would like to keep us as customers. We will be sharing our thoughts with several friends, relatives and the Internet world as well! Happy New Year Comcast!!!

Sincerely,
Brian Decker

Computer Fraud

2008-07-14T10:55:00.001-07:00

It seems as if many news stations have covered many stories on computer businesses and fair practices. I couldn’t believe the number of stories I found on You Tube.

Here are a few:

http://www.youtube.com/watch?v=oIsQtlQsw6Y
http://www.youtube.com/watch?v=ru7YASyMKwE&feature=related
http://www.youtube.com/watch?v=WJO4Muh8sbU&feature=related

I was shocked to see how many of the big box stores screwed up and how much they charged for a simple diagnostic fee. Believe me, when I tell you that for most problems Windows has a built in diagnostic feature and you don’t need any special programs to run in. It actually proves the point that the people behind the counter at the stores aren’t really techs at all, but sales people.

I also have the remote assistance up and running. I helped a couple in Lansing recently who had taken their computer to Best Buy. They were told it was cost between $200 and $300 and would take about five days to complete. They called me after hearing about me from a friend. I remotely connected to their computer and cleaned off all the spy ware & malware that was on there. It took about three hours total plus a little extra time for all the scans to complete. So let’s put this into perspective. The first place (Best Buy’s Geek Squad) told them it would cost a lot of money and at least five days before they would get it back. Next, they call me from there home. I connect to their computer from mine and fix it in three hours. They didn’t have to bring it to me, they didn’t have to wait five days and they didn’t have to rip off there arm or leg to pay for it. There total charge from me was $70. I didn’t charge them the full three hours because for most of the repair I just had to give the software time to run its scan to find the spy ware and other infections.

I was also able to help a couple in Iowa. They had some pop-up trouble caused by some spy-ware. I removed that and then found out that they where paying for DSL from their phone company and AOL. They thought they still needed AOL to get online. I was able to show them that since they had DSL the no longer needed AOL. AOL allows people to keep the e-mail addresses and their buddy list-using AIM for free. They used to charge you if you wanted to keep your e-mail address and you canceled their service. But they don’t anymore. I’m not sure what they were paying for their AOL, but I would guess around $25. Its makes me feel good to know that I was able to help them with their problem and help save them money in the long run. I wonder why AOL wouldn’t call them to ask them why they’re paying them for nothing? LOL

Advertising

2008-06-20T09:35:00.001-07:00

Today is really a personal blog about advertising for my business. When I first opened Don’t Hold Your Breath Computer Service in Huron County, Michigan, I called the Huron Daily Tribune and they later wrote a new business story about my business.The reporter wrote a very good article and in return I received great responses from the readers of the newspaper. Because of that I continued to advertise with the newspaper. The staff even helped create ads and let me decide on the final product. My wife, actually, is the editor of another weekly newspaper in the Thumb area. I know better than most what advertising means to these small newspapers. I relocated my business to Clio after my wife received a promotion in order to further her career. I decided that I would call the local newspapers in the area and ask them about new business stories. I received a positive response from several papers. The reporters asked me questions and checked out my Web site. However, the person I spoke with at one of the local newspapers only took down my basic information and did not return my call for follow up information. A few days later, I received a phone call from the same newspaper and the person said they were returning my call about my request for advertising. I told her that I was not interested in advertising at this time, but I was interested in a new business story. I had intended to advertise with the paper in the future, but I was not quite ready at that point. She then made a remark about how people are always looking for the free stuff and said she would have to talk to her editor. Now I’m not against advertising in there paper, I just don’t want to do it quite yet. Just like all of you, I don’t want to lose money. I believe it would be wiser to have a new business story done and then as I receive calls for computer work I would ask the customers where they heard about me. If I get at least five customers because of the article in the paper then I’m obviously going to want to continue advertising with them. The way I look at it is simple. I’ll stick my toe in first to test the water before I jump in. I don’t know yet what type of newspaper readership they have. It may be the paper that everyone in town reads, or it may be the type of newspaper that sits on a porch step for the entire week only to be thrown away with Friday’s trash. Obviously, if I don’t get a good response from the article then I’m not going to want to advertise with them right away. As I get my business going, I want to push the advertising in the places that are the most successful. As I become established, I’ll come back and advertise a bit harder in the areas that were not as productive the first time around. I feel that is the best business practice. What do you think?

Pricing

2008-06-12T12:23:00.000-07:00

The way I look at pricing is simple, keep it cheap. Computer repair prices today have gotten to the point where it’s almost cheaper to purchase a new machine then to have your old one repaired or upgraded. When it comes to people paying me for computer repairs, they’re not paying me for the actual labor, but for the knowledge I have. When you get right down to it, computer repair physically seems easy, but it can be a strain mentally at times. Because computers advance so quickly and so often, I’m learning new information almost every day in order to keep up with the ever changing computer demands. Big retail stores charge a lot because they can. Small town computer businesses tend to charge a lot because they have to. They have to charge more than I do because usually the store front they’re renting costs $1,000 a month. They also have additional costs such as inventory of products, software and hardware, and utility bills. When you have to overcome those costs before you even make a profit it’s no wonder their prices are high. I keep my prices low because I learned that if you advertise just right you don’t need a store with a big sign. Since I work out of my home office, I don’t have the cost of a store front and my utilities are a constant rate. If customers are willing to wait 48 hours, I can find them the best deal on computer parts or software. I don’t put an extra charge on the computer supplies I purchase. Only because I’m required, by law, do I charge sales tax on hardware and software supplies. I charge approximately $30/hr. I say approximately because it often depends on the type of repair I’m handling. I’ll often charge less than $30/hr if the repair is simple, or takes little time. When I worked for a computer company, before I opened my own, I was forced to charge customers $80/hr. Now I have my own business and lot of computer training, but in no way do I feel right about charging someone for an hour, what they may have worked an entire day to earn. All I want to do with my business is provide the fairest and least expensive prices I can while earning a living so, I’m able to continue to do what I have spent my life learning and what I love. I like to think of computer services much like car repairs. Most people don’t know if they are being fairly charged, but once you have a mechanic you trust then you don't want to go anywhere else. At least that is what I'm betting on.

What You Should Know

2008-06-11T12:43:00.000-07:00

I own a computer repair business in Michigan and I'm constantly reminded of the need for honesty and integrity in this business. Time after time, customers tell me stories of abuse in the computer repair industry. A client recently came to me after making a call to one of the nationally known computer repair companies. Just to come out to his house, the business was going to charge him around $350. The fact that they were going to charge $350 just to come out on a call simply amazes me. When you call a computer repair company and they quote you $300+, it’s important to remember that a new computer can be purchased for $300 to $400. There are much better alternatives when choosing a local company. There are numerous price structures that computer repair companies charge. Most charge an hourly fee, which typically can range from $50 to $100 an hour. The first hour is usually charged even if the repair takes less than an hour to make. After the first hour, companies usually bill for every quarter hour. A competent computer technician should be able diagnose and repair most issues within the first two hours. Many companies charge an on-site service fee. The on-site service charge may range from $20 to $50. Other companies are now moving to a flat repair pricing model. They typically charge anywhere from $60 to $150 for flat fee pricing. So, no matter what the repair is, they will fix it for a designated price. Most people I have talked to have been pretty unhappy with that type of service. There isn’t an incentive for the technician to fix the repair quickly, and the technicians seem to be of slightly lower quality. Some companies will charge a flat fee if the job appears like it's going to extend beyond two hours. If the system needs to be rebuilt, that's a longer process; it could take between 3 and 6 hours. Also, be careful when purchasing hardware from a computer repair company. Many companies use hardware as a profit source. Many companies often sell, for example, $30 parts for $70 to $100. As long as you have a general idea of actual product costs, you'll be much better prepared to negotiate a fair price. One of the most difficult tasks when looking for a computer guy is making sure he’s competent. The last thing you want is an incompetent service person creating more problems on your machine. With this, hourly rates can increase rapidly because they are learning about computer repair on your time and wallet. Whenever possible, call the business and talk to them before making your decision. You should be able to tell from your gut if it’s the right place for you and your computer.

Why the other guy?

2008-06-10T12:37:00.001-07:00

When you drop your computer off at big box retail stores they fix it and call you when they’re finished. When you pick your computer up, you are handed a bill. Unless your computer is under warranty they don’t keep a file in their records about you or your computer. So, the next time you take it there, they must start over because they don’t remember you or your computer. If they do remember you, maybe you should ask yourself why you keep taking it there. Obviously they’re not getting the job done. With smaller businesses, most keep a record of your computer’s make and model, what software is running on the computer, what was wrong with it and what they did to fix it. If your computer does have a problem again they have knowledge of your computer already. Take a moment and think of your computer guy as a doctor for your computer. When you see your doctor they keep a record of everything so they can treat you better. It should be the same way for your computer guy. When they keep records about your machine and previous problems, they should have a pretty good idea of where they should look to fix current problems. This will enable them to fix your machine faster. So, the next time your computer has a problem, think about not just finding someone to fix the problem, but rather finding a doctor for your computer. Just like your doctor, who helps keep you healthy, your computer guy will keep your computer healthy.

Computer Wisdom

2008-06-09T08:23:00.000-07:00

For most people, when their computer acts up, they think “Oh, No!” They call it names and may even beat on it. After that, many wonder what they are going to do next. Most people immediately think of big box retail stores with computer repair options. Remember these two things when pondering your next step toward getting your computer repaired. First, what most people don't realize is that large retailers automatically charge customers a bench fee. A bench fee is a cover charge for your computer usually in the range of $40 to $60. I don't know about you, but I’ve never really been a fan of paying just to get into someplace. Second, most likely the person behind the counter is not a certified computer professional, but a salesperson. When you visit large retailers, ask the person who's looking at your computer if they are A+ Certified. You’ll be shocked to hear “no” when they answer your question. What’s A+ Certified you ask? Achievement of A+ Certification shows that a person has the knowledge, skill and customer service skills necessary to successfully support PC equipment and users. Now remember, you’re at a large retail store, where its soul purpose is to make money. Who better to make money than a salesperson? The retail store might have a computer professional on staff, but most of them work in the back. The stores might train salespersons with a few tips on computer repair, but that doesn’t mean they have strong computer knowledge.With the economy being what it is these days, it’s time you give the other guys a chance. You'll find, by checking around, that there are computer professionals out there that charge far less than the large retailers. These computer professionals actually know about computers and are not salespersons. So, next time your computer breaks down, search around your area. Make a few phone calls, ask about cost, and choose the one that you feel the best about. In the end, you'll save money, be happier in how fast they fix your computer and be impressed with how well it works when they’re finished.