Wednesday, February 14, 2007

Verizon gets IT!

Recently, we had a new customer referred to us by Verizon, of all places.

The customer reports that he called Verizon because he couldn't get on the Internet. Troubleshooting the problem, Verizon tech support determined that the problem was with the customer's PC. His Internet connection was working.

Here's where the story gets interesting. The customer asked what he should do. The Verizon guy said that the customer needed to get the PC problem diagnosed and repaired. The Verizon guy told the customer, "You should NOT take the PC to a big-box electronics store. Find an independent, experienced tech-support shop instead."

Thanks for giving the man sound advice, Verizon guy. I'm happy to report that we we took good care of your/our customer, resolved his problems and got him back online.

Here's a scenario that we've seen a number of times. Someone takes their PC to the Geek Squad at Best Buy for repair. The Geek Squad says that Windows is hosed and needs to be reinstalled, which will overwrite their data, documents, photos, favorites, music, email and more. If the person cannot afford to lose this information, the Geek Squad tells the person that they have to send the machine out to a firm that specializes in data recovery ($$$).

A lucky number of people that have received this assessment from the Geek Squad have brought their PCs to us for a second opinion. We are often able to boot these PCs from a Knoppix CD, copy the personal files to a network drive, reload Windows and apps, and restore the files. Cost ~$, customers = :)

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