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I have serviced many home computers and networks this past year. I agree with this article in that it helps to be selective and to evaluate the machines at least for 30 minutes to further understand the problem. Also, this time should be included in the service charge because it does take knowledge and diagnostic skills to troubleshoot a strange Windows error. Sometimes I think that some calls are designed to be a challenge or puzzle for the tech to figure out, or that may have no positive solution. This is where you use your product knowledge to sell the customer a new and updated desktop, laptop, or component that will fix the problem.