Like always, no one is leaving a positive feedback if they are happy, but soon as they have a issue, 100% they will give you a negative one

The customer doesn't know how to repair windows but knows all the hardware inside lol.

Bro I’d work for you in a heartbeat, you sir are a unicorn in the business of computer repair.

I have 14 years of experience dealing with clients and you are absolutely right in how you replied to the negative review. Being professional is everything but also be frank. People tend to appreciate tactful bluntness.

No solution for this customer. There's one like him in every business.

You didn't steal his brain either - that was empty by default 😂

You know what the biggest crime here is: taking your laptop to a HARDWARE REPAIR SHOP to install windows.

The "customer" probably had two partitions on one drive, hence, a "c" and a "d" drive. That's being charitable. Basically, that "customer" is an idiot.

My dad used to have a computer repair shop and i had a phone repair shop. The solution we found out to fix this issue is to have a form that need to be filled and you give a copy to to the client with all the specification of the hardware and the problem. Brand: Lenovo Model: T550 Harddrive: 1 (512GB HDD) CPU : 3.4GHZ Notes : Serial number : ect With phones, you can just save the IMEI . Then take a photo of the device before you start operating on it. Lot of people will complain about scratches that they had before.

Ps the guy was trying to get free stuff. And apparently it worked elsewhere. According to Yelp.

I can only tell how beautiful is to here from customer "You are very prefessional, easy and quick helped me with problem, you know what are you doing". That is kind of customer I would like you all to have 😊

Good morning from Greece, I have seen many of your videos and I have understood that in addition to being an excellent technician, you are also a very good person, because you should know that a bad person is also bad at his job, you have hundreds of repairs and it is a great pleasure to we see you repairing and at the same time we learn a lot of things from you, just don't listen to anyone especially those who think they know something when they know nothing, you just do what you know best the awesome job you do, and take care of the big boss , my greetings from Greece.

I had something like this happen once. ( in the late 90's ) I called the police and let the customer make a complaint under penalty of law. They choose NOT to file a complaint after the police officer showed up ). They knew lying was one thing but filing a false report would get them jail if found out. Luckily, it has never happened since. I would handle it the same way again.

This guy is a professional complainer, I'm glad you sent him on his way. The review speaks volumes about his personality. People like this cannot be satisfied.

Your response was perfect. Why would anyone want to throw even more fuel on an internet argument by sinking to someone's level. That's just a guaranteed way to keep the whole thing going. A quick professional response with nothing that can be turned against you.

That’s a really eloquent and tactful response, nobody can bring a good and honest man down 👍

Sounds like he had mistaken HP recovery partition as a second drive. Some people want everything for free.

This is one of the reasons I no longer do repair work for the public. Too many crappy people thinking they were doing me a favor by giving me business and then griping when they break it a second time, expecting me to fix it for free. Nope.

Seeing this brought me back to when I worked in computer/IT repair. We had a customer once that brought in their laptop for a tune-up and windows refresh. After the service, they pick it up, but then come back a few minutes later and say "Hey, you didn't give us back our battery!" I was confised by this because a part of what we did for intake was put a sticker on all separate components and record their part numbers/what device it was, etc... then catalogue it into the ticket system. When we checked out a computer with a customer after service, we ran through a list of all the parts that came with it so that they matched up with when the ticket was first made. Everything matched up. Battery was there. So after back and forth for a while with them getting angrier at us, we decided to look on the security cameras we had. We had one right above the front desk where we intook the PC, and cameras above our workstations. WE showed them the video footage of intake, repair and checkout with a battery present in all videos as well. At this point they're claiming we performed "slight of hand" on them and got really pissed because we adamantly confirmed everything came in and went out. I go to the back and call the boss and tell him the situation. He tells me "Yeah, so you know the box of dead batteries we have for recycling? Just give them one. Obviously they're trying to scam us. Say that we were wrong and must have misplaced it on checkout and it ended up elsewhere." So we gave them a battery that would only last for less than 15 minutes on a charge. Never heard from them again. No bad review or good review. One guy and I kept dead batteries around because we'd do crazy projects with them for fun as well if we didn't recycle them. We had some close calls with data as well like you mentioned in this video. Regardless if the customer said they wanted all their data wiped, we'd make an image of their drive and keep it on a NAS for safe keeping. A few times this happened, and the customers wanted everything back to the way it was, so we'd restore the image to their drive, do a minimum charge (which was $32.50) and send them on their way. If they didn't want to pay the minimum charge, then that was also fine. The sooner they got out, the better. While I miss the industry, unfortunately because there are bad places out there that scam customers, lots have his view that what we do is a scam, so they purposely transfer their negativity into the transaction and scam us in return for revenge. That's the basic gist of it. Granted, what I do now isn't any better. But having the title of 'Chef' gives me more authority over people in my establishment... Lol.

"Elite user" sounds like "elite scammer" - probably gets free stuff off of businesses all the time by coercing them.

Very professionally handled and great answer with not speaking the same language. I’ll embrace what you’ve said and use it in everyday situations xx

you have to install security cameras and take them on video for some scam like this in the future

Perhaps he thought that he had two harddrives because his HDD had two partitions

Alex, your response was very professional. Maybe going forward in your terms that you get them to sign, you ask 3 simple questions: 1. how much memory in the device you returning? 2. how many hard drives and approx sizes in the device you returning? 3. any other components (apart from the main device) you returning?

Thank you for this video I am over 70 and still able to take a positive learning stance after dealing with the public for most of my life

You knew this guy was trying to scam you once he asked about the second non existent hard drive.

You did such a good job in responding to the situation. You were rational, scientific, calm, and above all, respectable and honest. It’s great to see how you turned a negative situation into a shining moment. Great job!

when I am reading reviews I look for the negative ones. But I read them knowing that there are a lot of people who want to scam a business and there are some customers who are 'mentally deficient.' I always look for a reply from the business and appreciate when they explain the issue. I feel like I can usually tell when the customer is crazy, and reading the response almost always confirms my hypothesis. Seeing what you go through, I hope it's worth it in the end and wish you nothing but the best.

This video proves what a dedicated professional you are, and the response was incredibly good. If you were in my city, you'd get all my business!

Customer brings laptop to a repair shop for a Windows reinstallation, that already means everything to me lol

I don't know how to sodder and I don't work with small device repair at all but I love all of your videos. You have great business and life advice to offer, for your kids and anyone who is lucky enough to worm with you, you'd make an excellent mentor

You handled the issue professionally and respectfully. It is a shame that some customers are trying to cheat or defame hard workers like you and your team.

sir this one isn't customer, this is a thief

Sir, you handled this situation perfectly, because you remained kind, pleasant, and professional. You did a fabulous job, Alex.

In my perspective you've never shown anyone that you are a fraud or a stealer or anything cause you fixed so many and always work like clock work on every rule and and always shows us that you a very experienced and very skilled in what you do and even have your days where you need help but never let this guy get ya down cause I know the customer is always wrong even tho most are right so keep up the great work and you'll be sound

I have been working as a Field Service Engineer for many years and as I was listening to your story I was getting flashbacks to some of my customers that are scammers and are looking for freebees! Unfortunately some people have no shame. Some customers try to get me to do work for them under the table but I tell them "Suppose I do the work for you on the side and during me working on your equipment other problems occur or if after I fix your equipment you pay me and I walk out and the next day something else breaks on the equipment" You are going to be pissed and you will call me demanding I come back and fix it and if I don't you will then call my employer and tell them that you paid me and I damaged your equipment. So it quickly turns into a lose, lose lose situation. Usually after my monologue they uncross their arms and we get down to real business. BTW because of the scamming customer phenomenon I abandoned the idea of having my own business many years ago. Best of luck to you. good channel.👍👍👍

Either trying to scam you or MOST Likely - he thinks partitions are physical drives

As a starting business I really appreciate this kind of videos, keep them going, thank you very much

Man, I can't believe how cool you can stay when dealing with these scammers/idiots. You are a good person. God bless you and your business. I pray these kind of people stay away from you and leave you to do your hard and intricate work for good customers.

That's like getting a building company to paint your house because your kid drew alot of stuff on the wall, and when the contractor notifies that the window has a crack and let you know about it, you ask for the walls to appear as the painter were never there.

I love how you put your emotions to the side so as to remain objective when responding about the issue. Emotions are extremely infectious and his negative emotions caused you to become emotional as well. But you were quick to realize the effect and began thinking several moves ahead before playing your next move. Great job!

I've only just found you but I'm really liking these "customer did this thing, what do you do...?" videos! I watched the "iPad owner comes back after a year" video earlier 😝

"‘Whenever you feel angry, never reply before twenty-four hours. Reply, but let there be a gap of twenty-four hours.’"

This is why I always image customer drives to a NAS before touching their systems. It slows down the process, but helps me sleep at night.

This kind of thing happens in the automotive repair business all the time . We had a customer bring us a 5-speed transmission and asked us to tear it down to see what all was wrong with it . We gave him the hour labor price to tear it down , he agreed to that charge . We tore it apart and gave him the estimate to fix it . He decided that he didn't want to fix it and he wanted us to reassemble it . We told him that he'd have to pay another hour labor for reassembly and he flipped out . He informed us that , not only was he not going to pay for the reassembly , he had no intentions of paying for the tear down either since we weren't "fixing" anything for him , why should he have to pay anything ? He told us that we were going to do everything for free . Well ,he got his transmission back in a box of loose parts after begrudgingly paying us for the tear down and he left us a bad yelp review stating something ridiculous like : "They wanted me to pay for the privilege of getting my transmission back in one piece" . Yeah , that's the way labor works buddy ! Hell , we did tear downs and reassembly at a loss , idea being you make your profit from the repair , if there is one .

Wow... I really like this video... some customers will only come to piss you off. You are really a professional...I’m still learning from you. Thank you.

Hello Sir! Thank you for posting such a wonderful video. I am a regular viewer of your channel. I love the way you identify and fix all the motherboard issues. I live in India, West Bengal, Kolkata, and I also have a shop of repairing laptop, Desktop, Mobile, Printer and Music System. I also face this kind of situation. A lot of customer comes in with a mentality of getting their device repaired for free. They blame me with fake issues and ask for free service. This video really helped me a lot sir. Thank you. and I wish you all the best with your organization. 😊

I worked as a bench / field tech for a PC repair business. I found to diffuse a bad situation with a customer is like you said is do not get mad. If you get mad the customer instantly wins. What I would do is patiently listen to what they have to say. I found the task of giving them the option and putting the outcome on them always works. I would offer what i could do to help. If they keep running their mouth . I would say I can't help you unless you let me help you. Most sane people will stop and you can have a dialog. Another is I would again listen to what they have to say then i would say what can i do to make you happy again? in both cases if they go on and on. I would politely say my boss does not pay me to argue with our customers . If you would like you can talk to my Manager here is his card. I have another service call to do. Every company I have worked for my Manager whether or not they liked me They knew what i was doing every second while at work and how i did everything for the customer. They probably knew the very few that did call in were nut jobs.

The best one I had was guy who was trouble from the start; decided he didn't want the laptop fixed, took it to someone else and then proceeded to call me up to inform me that his new tech told him that I had STOLEN HIS HEATSINK AND FAN!!! It was a crap budget laptop with a slow CPU that didn't even have a fan! The guy he took it to apparently didn't have a clue. :)))

Yelp is a very biased media that is greatly flawed. I had a similar issue with a customer of mine that I felt compelled to contact yelp and let them know that what this person posted was a lie and could not be true based on his description of the store's layout. Yelp's response was that I could pay monthly and they would help with getting rid of the review. I told them to blackmail someone else and not me. I went to Google and got the free Google Places which in the end served me better. Sorry this happened to you, unfortunately there are very sick individuals out there that seem to cross our paths from time to time.

This kind of customer needs to go to the phycologist. Keep up the good work.

Sorry for the long winded response earlier, I've been basically alone for the last 10 year's since my sweetheart passed away occupying myself with my work but I'm still watching this video and my first thought was to pull out the hard drive in his system and use another blank test drive in the system for the initial troubleshooting. You obviously repair a LOT of computers and it seems that most of them are Apples and I could see a real use for preformatted drives for every model Apple that they bring into your shop now that you can pick up a brand new SSD for $20 and their real time savers for everything. Something I've been thinking about for a while but I'm busy trying to do ten million other things right now... I really appreciate your help you're saving me a lot of time thanks... 😀

Personally, my response would be to call him out on his BS. I would have addressed the false accusation and explain your side of the situation. As a person reading reviews, I would see that response and possibly think you're ignoring his accusation because you're guilty of doing that.That's just my opinion though, perhaps you handled it in the right way. Maybe your response is more professional but there is nothing wrong with proving to readers that you had an idiot customer that was wrong. Perhaps he had a second partition on the single drive and thought that meant there were two drives. If you addressed this in your response, readers might understand why the bad review is BS. Just my two cents.

Probably the hdd has 2 partition, maybe that customer think those 2 partition as 2 Hdd. People like this has ignorant complexity. You can use the serial number of that laptop, to check the hardware specifications at manufacturer website.

You are being VERY generous saying "it's a miss understanding." He was scamming you from when he dropped it off.

Had a similar issue to what you've said at the end, I've changed the screen on an iPhone 6, dude goes away for 4 months then comes back complaining the phone is unusable because the lower part of the screen isn't responding to touch. I said all the repairs i do are tested, you had the chance to test it before paying and taking the device. Telling me the screen wasn't working from day 1 but only now after 4 months you decide to come back is bs... Especially since he tried fixing it himself and failed miserably, screws missing etc. Then he went to one of those corner shops that use the cheapest of the cheap components, then he came to me with a phone filled with dust from construction site :/, God i love this business

When I had my business, anyone that came in had to sign a contract before I started work. Images were taken of the machine, customer signed to agree condition and apparent faults as well as the spec of the machine. You only get caught once.

That reminds me the time when I was installing a complicated wallpaper where, because of the manufacturing , the pattern would not line up at all points along the seams. The customer assumed it was a lousy installation ( in reality, it still looked good ) and did not want to pay. He insisted that I fix or else . I said fine. I proceeded to remove all the wallpaper and left.

One famous laptop technician did stole customers parts. And he is proud of doing that.

I’m a business owner… I was just left a bad review from a client who told me if I didn’t provide a discount for delays due to covid I would not be paid at all… replied that legal action would be taken… and now I have a 1* review… because I didn’t give in to extortion

He probably thought Windows was a device, and his rant you can tell he is talking out his behind

we give service form, wherein we write the information on the owner's device, and they must be signed by the customer before going out. The form helps a lot in cases like this.

I think the best thing, you should give the computer back with windows installed because that way you wasn't going to get that 1 star review and you was able to get more customers with your high rated rank, I know it really sucks if you are doing something for free but sometimes it's better to not argue with the customer and just do if you have a chance for it, so if you didn't delete the windows on the computer they wasn't going to be mad that much, you was already wrong because you didn't take your time and check the everything with all details, you gave the computer back with some problems and you didn't even know what was wrong, so I think you deserved that 1 star review.

Being in business for 26 years, its funny how customers knows how it needs to be fix but instead they bring it to us to fix n tell us how to repair it. I simply refused the service. Why people like that will find away to find some discrepancy and demand a full refund. NORTHRIDGE you did it right. One thing yu coukd of pointed out is on some of those dual hdd they don't have a second hdd sata connector. Ive been there before. You did it spot on. Kudos.

good advice, i dont know if i can keep a cool head with that kind of customer

"لو كل كلبا عوى ألقمته حجرا لأصبح الصخر مثقالا بدينار" . I love watching your videos, as i learned a lot of things . Keep up the good work brother . Nadjib from Algeria

I think the customer thought he was getting scammed thinking he's being made to buy bogus services

I guess this must be tough...tiresome for a repair shop to deal with suspicious people or people who want to set others up. In their practice doctors have to learn cooperate and deal with patients who may have mental health issues like paranoia and other mental health issues in order to treat them well. Those issues make some people terribly difficult if not downright impossible to work with. I have someone like that in the family. Everything is never their fault and is ours. A lot of patience, empathy and a tough skin are required. Very thoughtful videos!

you seem like an awsome person , i dont know you personally , but like you said the words you use can effect how people see you. and the way you explain things and keep your cool , gives me very professional vibes

I don't remember Louis ever having such a charming middle eastern accent! I do love the new beard though, looks lovely.

WOW.... I read it, paused so I could. I'm a Computer Tech and have been for 17 years, I've been around many techs, bossés and others in IT..... Frankly I beleive the guy who posted the review generally speaking for the first half.. I could imagine this exact scenario as he described, it's too detailed to be 'a lie'. I don't think he had a second hard drive and he's just mistaken there and it's come from the initial frustration. To me.... I'd say this is a typical shop, quick in and out to get money. The customer comes to pickup, had a problem.... and boom... scrambling on the spot to do a quick fix to get rid of them. Seen that ALOT from difference places and people. It comes from a lack of experience, that of a boss just wanting money... That fake it until you make it or just pure lazyiness. So many businesses claim they can do EVERYTHING.... just to get money from customers. This to me is a clear cut case.... you didn't know what you were doing (whomever worked on it), they didn't have A CLUE on how to diagnose the issues, didn't even most likely run ANY tests..... just wiped, fresh install, called customer come get. So no. Ashame, I'd love to back you but I beleive the customer completely outside that second hard drive bit, it's too detailed to 'make up'. People do not go out of there way to make up such stories. The hard drive is just to hurt the business because of the crappy job done.... He didn't need to do that, but... understandable given the frustration. Clearly a case as your response states - to strive to do better. To you or any business, if you really don't know how to test products, don't work on them, don't claim to and avoid these situations, implement better proceedures with handling goods etc.

I've been watching for about 2 weeks and i'm amazed how great this place is. My flash drive should arrive within a week. It's unfortunate, you can't please everyone . Cheers

I certainly sympathise. Looking at this guys videos, I am certain he is very professional in his approach and I would take anything to him for repair. In a throw-away world, we need more people like him!

Unbelievable behaviour from a so-called customer! All credit to you for your measured and honest response. Love your videos! I learn a great deal from them, as I'm sure many others do too.

People like these are everywhere. Unfortunately there is no way to tell when you get one. You handle the matter in a professional way and that is what matters PS: Really like your content

That's the difficult part of having a business - depending on your client's feedback. A well respected client's negative feedback can ruin you, even if you're not at fault.

Sony attempted to steal my device... i sent them my phone under warranty for a software issue and they claimed my device was damaged beyond economical repair, they claimed my screen was shattered and the mother board damaged, it took me over 3 months to get it back, no repair was ever done and the phone wasexactly as i sent it.... i fixed the software issue myself in the end

Hi Alex, I'm one for leaving positive feedback when ever I'm happy with product or service. I also leave negative feedback when warranted. I read people's feedbacks to determine if the merchant, product or servive is reliable. You'll always find negative feedback or reviews. It's the one with the most positive feedback that I care about. Judging buy all your feedback, I would definitely bring my service to you. Keep up the good work!

When I see negative feedback that detailed you know it’s from a very person with life issues and there is nothing you could have done unless you wanted to give your work to him for free

When I see your first video I could tell that you are a honest respectful person, sad people for get that they will one day expire.

Thank you for Sharing this experience with us .

Sounds like he had a overheat issue, not windows. Never trust a customer diagnosis!

Very good talk, thanks. I will think of this when somebody says something negative. Reminds me of my sister. Who wrote me an email of about 3 pages complaining and ranting on about what I all did wrong. I did not do anything wrong. My reaction in that time was just to ignore it and not respond at all. Anyways, in about 3 months she suddenly writes an email, explaining that it's all good (?). Also did not respond to that. What can you do? It's hard. About working in a closed space I would use camera's? And document everything / camera taping overhead, as an extra. To show them. Even when I worked as a dentist it sometime happens that you are alone with a patient. Could be that they accuse you of wrongdoing. You have no prove. This is about 12 years ago, today I would put in a camera that records in a loop and not attached to a network. Standalone on an SD, just in case.

We encounter people like this often too. You’re right, not responding emotionally is best. Last thing you need is an argument on the internet.

The same happened to us. As you say, you always respond to a good or bad review politely, since the next potential customer is the first thing they will see.

The yelp dude would be hearing from my lawyer

I am thinking about this, and my result of thinking is, the customer has seen in his windows, that there is an partition besides the main one... Maybe this was the reason, he thought there must be an second hard drive in there and he only saw, there is none in the second slot... Well, i think you did everything absolutely correct and the type of text you have chosen to answer, was exactly the best you could have answered. Go on like u always do, you are a specialist like i never saw one before in my 32 years of living on this sad planet... I like what you are doin qnd i learned a thousand things from you, just by watching you work and i watch your videos every day, till i cant stay any longer awake... You are an absolute genius. We germans would say, you are an realistic guy, what means, that you always try to do your best possible and have only good things in mind to help and be serious. (Or something like that) I would be proud to see you answering to my comment, cause i am more and more a fan of you, the more i watch your video. Sry for my bad english, as i said, i am german, so english isnt my best language i speak 😂 Go on like you where doin and stay professional like before, one customer can talk bad about you, maybe google say this now and you cant get rid of those negative feedback, but the best you can do against this customers is, to be good in what you are doin. One customer, that tells others, what a genius you are is more powerful, than this one customer. Best greetings from Mannheim Germany. Stay as you are ✌👍

A professional response by a professional repair shop. Well done.

You need a lawyer to design your check in sheet. Most of my check in sheet is legal jargon. Designed to squash garbage customer complaints. It protects my business not the customer. In 20 years I have 1 BBB complaint, it is due to us refusing service to an argumentative customer.

Dude, I just subscribed.. your videos are awesome and definitely worth watching

I can imagine that the customer had his hard-drive partitioned before & just thought that meant two drives. Just ignorance. Your handling of this case was excellent!

Hey dear Alex great way of working and responding, I'm Sophie also a tech like you, your situation reminds me how clients can be everyday , keep on it and please make more videos it helps me a lot in techniques and methods , kisses from Mauritius island.......

At the very second he accused you of stealing his hardware, you should've called the police with no delay whatsoever.

there is no solution math with that kind of person

Your repair videos are great but I think this was even more exciting to watch. I liked the business aspect of it tons and it was a great insight into good PR. You gave some good advice for people---not just businesses, to follow. We, when talking to people, are essentially always public... It is a good idea to make sure you are thinking before you talk because people will remember. You also discussed how to beat the "Gish Gallop" via avoiding the trap. When he made countless false accusations, you said to avoid mentioning any of them. Which is true. It takes infinitely more energy to beat the Gallop than it does to utilize it. Yet most people think they can "beat" it, which in a public forum of discussion or opinion, isn't viable, because all people see is you getting hot.

Sounds like your shop could benefit from a course in psychology, especially how to deal with professional narcissists. These characters are not fixable. Your reply to his feedback was excellent.

Ah well, I would have called the police right in the moment he tried to interfere with my business.

You will always find a few customers like this in this business.

Starting at 6:00 and for the next few mins is why I am trusting you to mail in a device to work on it. Thank you for using excellent emotional intelligence to try to deal with the customers who are determined that they do not want help. This video earned my business.

This actually happened to my shop in Bayonne NJ. A customer dropped off an imac with a screen cracked slightly on one side. They wanted to replace the hard drive with an SSD to make it run faster. Normally we do a visual inspection and mark it on the paper receipt that we give a copy to the customer but that day we only had one employee and he had multiple customers he was helping so he did NOT note this. When a tech was about to work on this he called me and said "There's a crack on the screen and I called the customer and she said it was not there when they brought it in". Here's what saved us: I had 2 8 megpixel security cameras I positioned on different angles near the front facing the customer and facing the the front desk. I reviewed it and saw that the imac did INDEED have the crack when she brought it in. I called the customer and told her I DO have HD recording of her Imac arriving damaged and we can HELP replace the screen if she wants. At that point she dropped all pretense of us damaging it and asked "HOW MUCH WOULD IT COST TO CHANGE THE SCREEN SIR?" Big change in attitude. So I hope to all business owners who reads this PUT AN HD CAMERA (with audio if you can) and long storage recording. It WILL save you potential headaches in the long run.