How Long Will It Take To Repair My Computer

By Jeffrey Litvinoff
Wednesday - September 23, 2009
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Brought to you by Jeffrey Litvinoff, PTC Consulting LLC

Having your computer repaired can be a frustrating experience. Have you ever bought a name brand computer and tried to call their technical support? Most major computer companies outsource their technical support to other countries such as India. It costs them much less in payroll to use them. Most of the time, the service technician is not really a technician, but a minimum wage person who uses a script. When a customer calls, they type in your model number and serial number. Their computer tells them what to ask you, and then they type that information you just gave them into their computer.

The computer will tell them what to say or ask next. It always takes a very long time, and most people get frustrated from the experience. I just recently called a major computer company tech support on behave of one of my customers. The computer they bought had a next day business warranty. That means they have to send a technician to your home or business the next day (not including Weekends). As of today the customer has been waiting 6 business days and no repair. This is a business computer and not having it, is causing my customer to get behind of his business.

Three more additional calls resulted in getting hung up once, and being on hold over an hour on two different occasions. It’s horrible that these companies don’t live up to their guarantees. The only way to better service from them, is to buy premium extended warranties from them. And still that doesn’t always work out either. Once they decide that your computer needs repair, they often will send a box to you to mail back the computer to them for repair. The turnaround time for the repair is often 2-3 weeks. Depending on your problem, they often erase everything on your hard drive and reinstall windows. Sometimes they don’t even tell you that they are erasing it.

Am I saying not to buy name brand computers? They have their purpose. Some customers don’t care that much about service and will just buy another computer when it breaks. Most people do expect a certain level of service and custom built computers often serve that need. A custom built computer will have everything you need and none of “junk” that comes with name brand computers. You decide what operating system you want, whether it is Windows XP, Vista or Windows 7(should be available by the end of October).

The problem with name brand computers is that you pay for the name and not what’s inside the computer. The computer can look all fancy on the outside and use cheap parts on the inside. Low cost computers often use Taiwanese capacitors on their motherboards. They have a high failure rate and will render a computer unusable if they fail. On a custom built computer we often use motherboards that use Japanese capacitors, which are superior in quality.

A custom built computer will often use computer cases that have better circulation and cooling. Remember name brand computers are not designed to last a lot longer than their warranty. They expect you to replace your computer every 2-3 years. A custom built computer can be design to last longer and less problems. Repairing a custom built computer can be more pleasant experience. You get to talk one on one with the technician. There is no long waiting time on the phone. You don’t have to mail your computer to the mainland. Your computer is repaired in days, not weeks.

Often the parts to repair custom built computers are less expensive then the name brand computers. Our goal at PTC is to build customer trust, by always giving you the best value for your money and the best service in Hawaii. We are proud to serve our customers for over twelve years. Mahalo

 

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