We asked Computer Specialists to download and install one software program on my elderly mother's new computer. Upon stopping by the next day to find out the status, my mother was told it wasn't ready yet, and possibly would not be ready until the following day. Puzzled that it would take over two days for a simple download and thinking perhaps she misunderstood, I called a short time later to follow up. I was told by the owner that it had been done, she just hadn't written up the invoice yet. When asked when that might be ready, I was given a vague response having to do with how swamped she had been, and never got a straight answer.Could be today. Could be tomorrow. For an invoice? This wasn't a complex job.
Later in the afternoon, though, they finally called my mother to tell her she could pick up the computer. She was charged $60.00, and when she said that seemed quite a lot for a download -- with no diagnostics or hardware installation necessary -- she got a long-winded explanation about the fact that it was their "policy" to charge this amount at a MINIMUM for any computer work. If that's indeed their policy, it was not explained to us when the computer was dropped off, nor is it specified on their business web site.
In addition, an older woman who works at the shop in some non-technical capacity was extraordinarily rude to my 83-year-old mother, telling her to "have a little cheese with that whine" upon her visit to check on the status. When she returned to the shop to pick up the computer, the woman said nothing but dismissively pointed a finger toward the second office where the owner was. The owner reiterated her $60 "policy" and then went into a detailed tangent about how a portion of their fees is donated to a charity -- as if this either justifies charging this much and not making it clear up front, or somehow mitigates it.
Three points:
1. If you're going to charge a flat $60 fee for more or less walking in the door, TELL YOUR CUSTOMERS, either verbally or in writing. For the "work" that was done, this amount is exorbitant and I consider it a rip-off.
2. You're either running a business, or working to fund-raise for a charity. The latter is quite obviously the owner's top priority. I'll grant that it's a good cause, but it's also at the expense of customer service.
3. The receptionist or whatever she is needs to either get some manners, or stop dealing with the public. Had I been present when my mother was told to have a little cheese (and nobody was smiling during that exchange) I would not have been as gracious as she was.
While we make an effort to patronize local businesses in the community, we will not be bothering Computer Specialists with our computer or electronic needs again, nor will we recommend them. read more
