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May 26, 2005 at 2:10 pm #2183206
DOWNLOAD: Ten good reasons not to provide free tech support
Lockedby Bill Detwiler · about 18 years, 10 months ago
As an IT support professional, people routinely ask me to “help” then solve computer problems unrelated to my actual job. I like to help when and where I can, but there are serious pitfalls to accepting such requests. Providing free technical support is often not worth the price you pay, either as a recipient or as provider. This list from help desk veteran Jeff Dray outlines ten good reasons to avoid providing free technical support.
Download and review the list:
http://techrepublic.com.com/5138-10877-5722017.htmlThen, join this ongoing discussion and let us know if this list provides helpful information and if there’s anything we can do to improve the document’s format or content.
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May 27, 2005 at 6:09 am #3181378
Not entirely frivolous.
by jeff dray · about 18 years, 10 months ago
In reply to DOWNLOAD: Ten good reasons not to provide free tech support
some of the points may seem lighthearted and that is as intended. they are however based on real life experience. they say that you learn from your mistakes, that must make me the cleverest person alive!!
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March 8, 2007 at 4:15 am #2515021
Good things to consider; a word of caution re invoices
by skylark_on_siege · about 17 years ago
In reply to Not entirely frivolous.
Just wanted to comment on the suggested practice of instilling a sense of value to “free” support services by presenting recipients with invoices itemizing “real” charges for one’s services, and marked “paid”. Perhaps I misunderstood the author, but as described in the article, I think that is a practice that could easily lead to big trouble. To me, it is better to show an itemization of what the costs would be if they were a paying customer, and on the amount due then state “customary charges waived”. The reason: income reporting for one, but also, a “customer” (har har) with an “invoice” for services marked “paid”, has a reasonable right to expect redress for problems directly associated with those services. In the case of techs providing support to friend of a friend ad nauseum, it puts us on the hook for no good reason.
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May 27, 2005 at 6:33 am #3181366
A lot tighter with my services than I used to be
by jdclyde · about 18 years, 10 months ago
In reply to DOWNLOAD: Ten good reasons not to provide free tech support
I used to get roped into fixing systems for everyone, from the neighbor up the road that my mom knew to the wifes friends moms computer. I just had a hard time telling people “no”.
After the twentyish time of having someone ask me what they should get for a computer and look at the ad for shortcircuit $hity. After addressing what they are going to use it for and then finding a system that would do this well they would end up getting the system from the ad. It took a long time to understand they didn’t want you to find them a computer, they wanted THAT computer and just wanted you to tell them how smart they were for picking it out. If you want someone to jerk off your ego, find someone who cares.
Now, systems are dropped off at my house with the full awareness that I will look at it in my free time in about a week. Don’t like that time table? Then take it to someone that thinks it is a crises that you can’t get your latest porn fix. (wear gloves on that computer!)
I am mostly into the barter system now. I trade services. You need this done? Well what do you do for a living? We can work something out. Currently getting all automotive work done, only paying for parts at their COST and they are getting a new network. I have three vehicles that are getting a lot of work done so this is working out great!
NEVER build a computer for someone! It will be your problem forever!
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May 31, 2005 at 11:19 am #3181064
T-shirt for this topic
by gralfus · about 18 years, 9 months ago
In reply to A lot tighter with my services than I used to be
http://www.thinkgeek.com/tshirts/frustrations/388b/
“No, I won’t fix your computer”
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May 31, 2005 at 1:51 pm #3180967
I love that site!
by jdclyde · about 18 years, 9 months ago
In reply to T-shirt for this topic
I got a few of the shirts for my boys for Christmas and the caffene molicule coffee mug for myself.
They have all the coolest toys!
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June 1, 2005 at 8:55 am #3179594
Yes, that could be number 11
by jeff dray · about 18 years, 9 months ago
In reply to T-shirt for this topic
I would love to get this one, sadly I don’t think they ship to England.
An excellent garment in every way and would be a suitable replacement for my now sadly fraying tech republic T shirt.
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July 18, 2006 at 11:58 am #3279169
barter works
by rogerstmary · about 17 years, 8 months ago
In reply to A lot tighter with my services than I used to be
i have done almost the same thing fix for trade it works!
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May 27, 2005 at 12:53 pm #3181131
Ten ways to decline a request for free tech support
by Bill Detwiler · about 18 years, 10 months ago
In reply to DOWNLOAD: Ten good reasons not to provide free tech support
If you’re swamped for free support requests, check out Jeff Dray’s “Ten ways to decline a request for free tech support” using the following URL:
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May 30, 2005 at 2:24 pm #3180787
Very good article
by garion11 · about 18 years, 9 months ago
In reply to DOWNLOAD: Ten good reasons not to provide free tech support
It rings true. I can recall several incidents when I did a favor for a friend and even customers and almost everytime it came back to bite me big time and the new problem had nothing to do with what I fixed a week before.
There is a saying in the IT world..
You touch it, you own it!
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June 1, 2005 at 8:57 am #3179592
the best reason not to give free help
by jck · about 18 years, 9 months ago
In reply to DOWNLOAD: Ten good reasons not to provide free tech support
because you know the guy you’re giving it to wouldn’t do the same for you.
Metering who you help is most of the battle, when you do it for free.
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June 1, 2005 at 1:33 pm #3170126
Yep…exactly
by tomsal · about 18 years, 9 months ago
In reply to the best reason not to give free help
I say its fine to give free help…just be incredibly selective and “picky” who you give the free help too.
Reason number 1a should be added to the TR pdf: Don’t give free help to just anybody!
Also, half of me can’t believe there is an article on this…because how do I avoid giving free help? I say “no!”.
Done.
🙂
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June 3, 2005 at 6:09 am #3172464
My motto
by jdclyde · about 18 years, 9 months ago
In reply to the best reason not to give free help
Remember those that remember you.
If someone takes advantage of you, don’t cry about it. Shut up and move on, but remember that the NEXT time they come sniffing around. Either put the feet to the fire then or stick you nose in the air and walk away. Your choice depending on what they did and the mood your in. NEVER feel obligated for something that isn’t your fault or problem.
(unless she is really really hot and nearly naked)
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June 9, 2005 at 9:11 am #3191716
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June 9, 2005 at 9:17 am #3191712
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June 9, 2005 at 9:23 am #3191708
it gives new meaning
by jck · about 18 years, 9 months ago
In reply to That is where my OTHER motto comes in
to the term “miracle whip”
“No dear…it was left over from dinner…remember?”
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June 3, 2005 at 9:48 am #3172338
I Completely Disagree
by jweil · about 18 years, 9 months ago
In reply to DOWNLOAD: Ten good reasons not to provide free tech support
Based on his article, Mr. Dray seems to have a cynical
perspective about voluntary contributions to the community and
society. Contributing to society is one of the most significant
items that make this world a better place to live.It seems to me that Mr. Dray’s objections to free tech support
stems from poor planning, communication, and implementation.
Let me address each one of Mr. Dray’s points:1: This can be resolved by managing expectations. Good
communication and setting expectations beforehand will
prevent this. If they ignore your agreements, you can always cut
them off by politely explaining to them that you no longer have
free time available to assist them.2: This too is managing expectations and communications.
Simply explain before you provide support that since they are
not paying for it, it is at their own risk, and that you are not
guaranteeing the work as well as other things not related could
cause problems in the future. Getting a release in writing is
better.3: Properly setting expectations beforehand and teaching the
person how to utilities available support resources as part of the
support can resolve this issue.4: Setting expectations beforehand and managing them from the
beginning again resolves this problem. The shop could have
spelled out in a statement on the receipt for the item that
routine maintenance and training was not defined by the
support agreement.5. Not your responsibility. Politely explain to the recipient that
your services had been sold without your permission or
agreement and that they should contact the seller for a refund.
This issue is between the seller and the buyer. Again, properly
setting expectations, that you are only helping the client, and
not all of their friends and acquaintances, can alleviate this.6. The “invoice” is a good idea. Letting the client know
occasionally what support people are paid for your services also
helps. Letting them call for product or paid support other than
you occasionally, if you help them on a regular basis also helps
them appreciate you.7: Some things are more valuable than money – like the hug
and smile on the face of a little child that had a deadline for
some schoolwork when their computer broke and you got it
going for them in time. Then again, what is wrong with a little
charity now and then? Sometimes expert services done right are
worth more to charities than money.8: Unfortunate but life is not perfect. This might have been
prevented by knowing your client a bit more before
volunteering. An experience with a single “bad apple” like this is
not a referendum for a blanket statement that you should not
provide free tech support when it seems appropriate to you. Mr.
Dray admits that this only happened once in 15 years.9: First of all, what was he doing fixing hardware on a good
dining room table or putting hardware on the seat of his car?
Workshops, workspaces, and car trunks are places for hardware.
Setting expectations that the client is responsible for any parts
beforehand, and agreeing on a limit or submitting an estimate
beforehand will alleviate this issue. If you or the client don’t
have an appropriate workspace and tools to work on equipment
then there is some risk that both should be willing to accept.
Things happen.10: Evaluating the situation and the environment beforehand, as
well as managing expectations before hand could have avoided
the example. If you are doing the work within a business not
owned by the client, and there are rules, you either must obtain
an agreement to bypass them or not violate them. Additionally,
attempting to work in a hostile environment is foolish.In summary, most of Mr. Dray’s objections to free tech support
can be alleviated by good communications with the client and
properly setting expectations, before work is started.In the 30 years that I have been doing support, these issues have
rarely if ever come up for me, and if they have they have been
mostly resolved fairly and equitably. If my chance that haven’t
been, I have learned from the situation for next time, and avoid
doing work for that client in any form.On the other hand, volunteer support has enabled me to
network and meet people I would have never had the chance to
otherwise, created lifelong friends, and given me the
opportunity to explore new opportunities, and technologies that
I might not have had the chance, or only at great personal
expense.This is not to say that free tech support is appropriate for all
who ask or desire it. Rather each situation needs to be evaluated
on its own merits. However to paint the picture that free support
is wrong and only list its possible negatives provides a very
warped perspective of the topic. I believe a better approach
would be an article listing things to watch out for and how to
protect yourself when providing free tech support.I also feel it would help Mr. Dray to change his paradigm to one
less cynical. There is and old saying that states that if you look
for trouble hard enough and long enough you will most certainly
find it.-
June 3, 2005 at 12:08 pm #3172257
There’s always one isn’t there?
by jeff dray · about 18 years, 9 months ago
In reply to I Completely Disagree
who takes all this stuff seriously. Thanks for the in depth assesment. for the record, I loathe kids and make them pay double 😉
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June 3, 2005 at 1:36 pm #3172214
The way I see it
by jdclyde · about 18 years, 9 months ago
In reply to There’s always one isn’t there?
jweil was still saying the same thing, which is “no”.
Just by taking a different approach to try to head off some of the bids for free support would help in some ways, but there are still the ones that can not be forseen and logically dismissed so easily as anyone who has [b]A JOB[/b] in IT would know.
Many of the things listed I have personally encountered repeatedly over the last decade and have had to change my approach to how I handle them.
You can find a more serious way of saying the same thing, but in the end your just saying the same thing.
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June 3, 2005 at 5:40 pm #3170451
RE: The way I see it.
by jweil · about 18 years, 9 months ago
In reply to The way I see it
If you believe I was saying “no” then I believe that you did not
succinctly read my response. -
June 3, 2005 at 3:35 pm #3170502
Kids
by dr dij · about 18 years, 9 months ago
In reply to There’s always one isn’t there?
I was once asked to help install a modem for a friend. She insisted it had to be me. When I got there turned out her kid had tried to install it and fail.
It gets better:
it was a ‘no name’ modem, no brand or model on PC board, no driver disk, no documentation. I tried for a little bit but finally told them to go get a new one at a store for $20 or 30. -
June 3, 2005 at 3:57 pm #3170489
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August 31, 2007 at 3:51 pm #2615076
Kids
by chetvertek · about 16 years, 6 months ago
In reply to RE:Kids
The problem was they expected HIM to do the work, then didn’t compensate him for his time or effort. Regardless of the end result.
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June 3, 2005 at 4:02 pm #3170485
RE: There’s always one isn’t there
by jweil · about 18 years, 9 months ago
In reply to There’s always one isn’t there?
Being supportive, contributing to society, effective communications
and setting expectations IS serious stuff. Wars have been fought
over the abandonment of these issues. -
August 31, 2007 at 3:53 pm #2615075
There’s always one
by chetvertek · about 16 years, 6 months ago
In reply to RE: There’s always one isn’t there
It’s good that you’re an idealist. At the end of the day though, this is an IT thread. Maybe table the socio-political discussion for later?
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June 3, 2005 at 1:04 pm #3172232
its my time
by don-supportguy · about 18 years, 9 months ago
In reply to I Completely Disagree
jweil – you list several good points, for a BUSINESS to follow.
I have wondered to, when did it become acceptable for people who shouldn’t operate anything more complicated than a toaster, to expect the local ‘computer guy’ to fix their computer for free ?
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June 3, 2005 at 3:55 pm #3170490
RE:its my time
by jweil · about 18 years, 9 months ago
In reply to its my time
First of all, my points were not for a business, but for a proactive
individual how believes in giving something back to the
community yet want to take reasonable care in protecting
oneself from the few “bad apples” that would try to take
advantage of anyone they could no matter what the discipline.
Its not a matter of expectations; its a matter of sharing some of
the knowledge and wisdom that you may have gained as you
became successful. Who knows who you may be mentoring or
what good may come out of your friendly efforts. Just exactly
what is wrong with sharing some of your knowledge with friends
or acquaintances just from the sheer pleasure of helping
someone.Yes, occasionally things can go wrong, but I have found no
amount of money earned can replace the satisfaction derived
from the thank-you’s and appreciation you frequently get just
for being a kind good person and helping someone, just
because you can.What you say about free tech support could also be said about
love and marriage. Should the concepts of love and marriage be
abandoned because around half of all marriages land up in
divorce? Some will say yes but I’ll bet that these people have
never experienced true, unconditional love. If they have, they
would not be supporting its abandonment.Yet in reality their is probably significantly less risk in offering
free tech support than in a marriage landing up in a divorce. So
why look for what could go wrong. Instead look for what could
go right. -
June 4, 2005 at 1:40 am #3170381
I agree,
by jeff dray · about 18 years, 9 months ago
In reply to RE:its my time
it is your time and you should feel free to do what you like with it. maybe thigs are differnt in your country, but here we have one of the world’s highest costs of living, the average house in the UK will cost nearly $500,000, and that is only an average. where I live on the south coast it is a lot more costly and it is essential to maximise one’s earning potential, merely to keep a roof over one’s head.
PC technical support is not a well paid profession in the UK and it is important not to fritter one’s assets with freebies for strangers. having said that I do a lot of free work for the local community, including a marine charity and some elderly people. I receive rewards in kind, including days at sea, tea and cakes, help in the garden and so on. What I do object to is exploitation, people who ask for my help then profit from it.
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June 4, 2005 at 12:18 pm #3170277
A paradigm shift from what you were initially stating
by jweil · about 18 years, 9 months ago
In reply to I agree,
This response puts an entirely different perspective on what you
were stating. You comments came across to me that you were
making a blanket condemnation of free tech support when what
it seems you were really trying to state, based on the above,
were steps, suggestions and points to consider in order to keep
from being taken advantage of by an occasional “bad apple.”
Perhaps you might consider rewriting it and giving it a name
such as ” Things to watch out for and and how to avoid being
taken advantage of when offering free Tech Support.”I certainly do understand you financial situation. I live in the San
Francisco Bay Area, were the average starter home is over
$600,000 (US) and unemployment in the Silicon Valley is
rampant and according to reports, getting worse, for tech
workers such as ourselves. Reasons for this include job
migration due to high costs of the Bay Area, and outsourcing,
especially to foreign countries. As a over 50, laid off Support
Engineer, I have been looking for a job for 3 1/2 years. Thank
goodness my wife is working so we have medical insurance and
some income. However our lifestyle has been curtailed since my
layoff. An additional problem is that despite our laws, most
senior tech workers generally have a difficult time landing high
tech positions in this area.Nevertheless I find that the “bad apple” to be the rare exception
rather than the rule. I strongly support you contention that no
one should allow themselves to be used or taken advantage of
by others, especially for personal gain. In this aspect, you are
“preaching to the choir.”However I am always willing to give someone a fair chance –
once – in a limited fashion if the persons history indicates there
is a potential a problem. Giving someone a chance does not
mean you need to do it with you “eyes closed.” I find more often
than not, such efforts are rewarded with positive results. Should
they not be, I don’t make the same “mistake” with that person
again.Thinking about it, I do limit my free support to known
acquaintances, their referrals, and non-profit organizations. But
that doesn’t mean I don’t/object to providing it. Quite the
opposite. In my situation, it keeps my skills honed and up-to-
date. It is also a useful networking tool and can provide current
references.Going back to my previous comments, free tech support is much
like dating and marriage. You generally do not open up fully and
completely on first dates and should a marriage fail, few never
date or reconsider it again in the future, just because of a
unfortunate previous experience. The rewards of success are
just too great and overshadow the risk of failure. -
June 4, 2005 at 1:34 pm #3170266
A piece is commisioned
by jeff dray · about 18 years, 9 months ago
In reply to A paradigm shift from what you were initially stating
And the subject was “WAys to avoid free tech support.” as with any topic, I thought up ten reasons to support the premis. had I been asked for ten reasons for grilling cheese I could write that too.
The trick is not to take things too seriously.
When it costs the equivalent of $100 US to fill the tank of the average family car, What you would refer to as a compact, one has to maximise all earning potential. Thus in the past I have referred people who have asked for support to people who are trying to make their living out of it.
One of the advantages of free tech supp is to hone one’s own skills, so maybe I could write a piece to highlight the advantages of giving your skills away for free, then we would probably be having this discussion form the opposite view point.
Who knows? Tell me, do you ever read purely for entertainment and amusement?
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June 4, 2005 at 10:35 pm #3169884
My reading interests
by jweil · about 18 years, 9 months ago
In reply to A piece is commisioned
Oh yes, but not as often as I would like to. However Douglas
Adams and Arthur C. Clark are some of my favorite authors. I
saw the “Hitchhikers movie a couple of weeks ago. It was not as
bad as I had been lead to believe by some of the reviews, but I
also think that it could have been done a lot better. But at least
it finally got made and released. Too bad it didn’t happen while
Douglas Adams was still alive. Lately I have also been reading
about Nikola Tesla, What he did is absolutely fascinating. I also
read about Flyfishing, Cooking, and some bibliographies.
Needless to say Science Fiction is one of my favorite pleasure
reading pastimes. One of my favorites was “Contact” by Carl
Sagan. The book was far better than the movie but the I did like
the movie as well.How about you?
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August 31, 2007 at 3:47 pm #2615077
Redundant?
by chetvertek · about 16 years, 6 months ago
In reply to I Completely Disagree
“Managing Expectations” is a great suggestion, unfortunately it’s useless in the real world.
Most IT techs are surrounded by people who simply don’t understand the technology, and become easily frustrated.
It’s one thing to fix computers for family, or very good friends. It’s another thing entirely when a friend’s wife calls you and asks to fix her colleague’s pc (which she already promised you’d do). Or my favourite, get invited over for dinner, then afterwards be asked to look at their broken pc.
Most of us, I think are not in the business of giving away our mad skillz as charity. It costs a lot to go to school, and then constantly revise your certifications. Do you expect a mechanic or your dentist to give away his services for free? Of course not.
Either compensate your techs appropriately, or take the PC to geek squad.
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June 29, 2006 at 5:40 am #3113370
Internet Explorer error
by tjonas · about 17 years, 8 months ago
In reply to DOWNLOAD: Ten good reasons not to provide free tech support
What’s up with the http://techrepublic.com.com/5138-10877-5722017.thml?
Whe I tried to open it Internet Explorer bombs out.
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