How to Choose a Reliable Computer Repair Company or Technician

Have you ever had a tech ever come out to fix your computer only to quickly suggest you should by a new computer…. from them?!

You probably realize how important it is to choose your computer support company wisely and to have an experienced technician providing service to you so you can get your computer repaired quickly and properly and at a fair price.

Unfortunately, it usually it takes a couple of unsavory experiences with computer support companies and technicians before a person realizes they have been spending more on getting their computer problems resolved than they need to.

But, once they do, they discover that the best computer support has come from a company or an individual that has been vetted for providing quality computer service.

Hi, I’m Bill Arnoldi, founder and owner of FireBall Tech in Aliso Viejo, California.

I want to share with you some information to help you pick the right company and technician to provide you with your computer support, and ultimately, I hope you choose us. Here is why.

Early on in my experience, in my 16 years as C.T.O. of a multi-million dollar tech company and as an owner and co-owner of several I.T. companies, I learned that when I hired new employees, I would always get the best employees from those candidates that had a resume of long-term hands-on experience in the tech skill for which I was recruiting. All too often, and nearly without fail, after hiring candidates that were fresh or recently out of school with all their certifications and degrees, the employees would come either to myself or one of the senior I.T. managers to solve even the most elementary of problems.

The reason this occurred? The employees’ lacked knowledge of the fundamental processes and relationships involved in computer technology that enable a person to draw educated conclusions to solve problems. Put simply, they did not understand how things work. And how could they? They had plenty of book and lab knowledge, plenty of theory, but no real-world working knowledge. This knowledge can only come from years of experience.

Now, I am not suggesting that this is the rule. There were definitely the rare gems that persevered so hard to solve a problem, never giving up, researching, making repeated attempts, and finally resolving the problem whilst gleaming that knowledge they needed along the way. But in general, the best results we ever measured came from those with a lot of hands-on and field experience.

You might be saying: “Sure, Bill, that’s all great, but how does that help me choose a good computer support company or technician for my needs?”

Well, in essence, when you, the consumer, choose a company to provide you with computer support service, you are hiring them just as you would an employee for yourself. And with that in mind, you want to make sure you hire someone with experience to get the job done right and economically.

Something that I have experienced over the many years I have been in the technology industry is the vendor or supplier, and sometimes the employee that routinely rushes to the conclusion that the only solution to the technical problem is to upgrade or buy new equipment. That’s a red flag to me. Not only does that lead me to believe that this person has little or no competency in their technical field, but also that they have an agenda, and that is to get me to buy stuff from them… to part with my hard-earned money, and furthermore, that they do not have my best interest in mind… financially speaking. Sure, sometimes it does make sense to invest in new equipment, but I want to know that doing so is necessary and/or beneficial to me in some way. To quickly form such a conclusion that cannot generally be arrived at without first putting forth an effort to properly diagnose and troubleshoot the problem is irresponsible. When that effort is not apparent to me, I am highly suspect of a recommendation to spend money on new equipment, as should any prudent individual.

This correlates to experiences I have been told of by many of my own clients wherein the technician seems to rush to suggest the purchase of new computers and equipment. All too often, it turned out, the technician was also being compensated either by commissions or other incentives from their company, that motivate them to sell, sell, sell… frequently when not necessary.

Try to find a company that believes in frugalness and works to avoid unnecessary expense and waste. Sometimes all a person can afford is just what they need to get by on. The repair company you choose should work with you and your budget.

Personality is very important as well. After all, in my company, we want our clients to have a good experience with our service. Most of our business comes from word of mouth recommendation, and we want that to continue. A company’s technicians should be very personable and sincere and exhibit professional and responsible behavior. If you have ever dealt with some other companies, especially the “big chain” ones, then you may have experienced a tech that made you feel uneducated or ignorant, or was intimidating to you. That’s unfortunate. Technicians are there to provide you with great service, not to pump up their own self-worth by demonstrating some sort of superiority complex about their technical expertise. Look for seasoned and knowledgeable technicians doing their best to help you out and explain things in everyday language to help you understand what’s going on. Stuff happens to computers, it’s just a fact of life. It even happens to the best technicians in the business and even to me personally. So don’t feel bad when it does, and avoid those self-important ego-driven tech people.

Beware of guarantees that in effect say, “If we can’t fix it, you don’t pay.” Here is why. From the consumer’s stand point, this sounds like a great way to feel secure that they won’t risk paying money for a failed tech call, and for the company, it is a great marketing tool, but truth be told, if it were implemented at face value, it could mean economic suicide for the company. So, then, you may wonder why, do you see those types of guarantees being offered? First of all, I suggest you read the fine print. You will have to sign a service agreement and there may be something in there that spells out exactly how that “guarantee” applies. In general practice, these guarantees require the client to accept any solution that the technician offers to solve the problem, even up to and including requiring them to purchase completely new equipment. And therein lies their “fix”, as in the phrase, “If we can’t fix it…” Get it? Then, if the client declines the “fix”, the guarantee does not apply. The guarantee looks great on the surface, but it is an unrealistic expectation for the client and of the technician. Let’s get real here. The company cannot afford to run the risk of lost revenues, especially in a market where competition is high and profits are marginal. If a tech comes out on-site or provides any sort of service at all, expect to pay something, no matter what the outcome. It just shouldn’t be an outrageous amount.

Not every problem can be fixed as expected. The technician really never knows what the extent of the problem is until they are able to get into the equipment and investigate the problem. Sometimes the cost of a repair can be more than it is worth to the client. And sometimes, it costs to arrive at that conclusion. Expect to pay a diagnostic or troubleshooting fee in these cases. After all, you were still provided with service to determine what needs to be done to remedy the problem. When choosing a company, make sure to understand their fee schedule under these circumstances. Some companies will even credit a portion or all of the diagnostic fees towards future business or the purchase of new equipment from them if so decided by the client. If they do not offer any sort of fee credit, then the fee should be minimal, usually an amount enough to cover the company’s expense of sending a tech out to the client.

There are almost always mileage or travel fees for on-site services. Naturally this is because time is money, and the company has to pay expenses of the technician by the hour, regardless of whether they are being productive on-site or just sitting in traffic. Look for the best deal you can find when added to the on-site hourly or flat rate.

Finally, I want to convey to you, that you should choose a company or technician that will empower you with the ability to help keep the problem from happening again. If the cause can be determined, our technicians will explain what steps, if any, that can be taken to possibly prevent recurrence. Sure, they could take your money for another on-site call for the same problem at a later date when it recurs, and do that over and over, but that would be unethical and downright dishonest in my opinion. Look for a company or technician willing to help you with an ounce of prevention through some suggestions so you can save the pound of cure in expense later.

The bottom line is this. When choosing a computer repair company or technician, do a little research. Ask them questions, how long have they been around? What is their background? Google them on the Internet. Look up the names of the principles of the company. Get recommendations from friends or associates. However you do it, just do it before deciding on whom to hire.

In conclusion, I hope you found this information useful in helping you to choose a reliable computer repair company or technician. You can also find other related useful computer technology tips at our website at FireBallTech.com. Thanks for reading, Bill Arnoldi

Author Bio: Bill Arnoldi is the C.T.O. of IDT Media Group and owner of Fireball Tech and Core Business Strategies, an IT executive with over 18 years of experience in system design, networking and Internet marketing including SEO, SEM, WSO. http://www.fireballtech.com http://www.corebusinessstrategies.com

Category: Computers and Technology
Keywords: computer,repair,tips,technician,how to,Bill Arnoldi,FireBall Tech,Core Business Strategies

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