[windows2000] Re: RES: Re: OT - Question about supporting Personal PC's

  • From: "Etts, Russell" <retts@xxxxxxxxxx>
  • To: <windows2000@xxxxxxxxxxxxx>
  • Date: Mon, 15 Sep 2003 12:55:06 -0400

Here is how I handle this touchy situation:
I explain to people that I am more than happy to help them with their home 
computers.  I'm flattered that they think of me this highly.
Since I don't have an image of their home computer, would you mind signing this 
document stating the following:
1) I am not responsible for the data on the computer.  If the computer crashes 
while I'm working on it, that is the risk they take.
2) If I install anything on the computer and it does not boot again, I am not 
Normally, works like a charm
PS - If that doesn't work, I just tell them that I am not sure of what I am 
doing on this.  Can I have your credit card so I can call MS for 245.00?


From: Eduardo Freitas [mailto:eduardofreitas@xxxxxxxxxxxx] 
Sent: Tuesday, September 09, 2003 2:13 PM
To: windows2000@xxxxxxxxxxxxx
Subject: [windows2000] RES: Re: OT - Question about supporting Personal PC's

I think this kind of situation is the most painfull you can find.

I always have to drive to places to fix personal computers from elite ppl 
around here. The most depressing thing is that you do it and they can only 
criticize it saying it should be working and blaming on you stupid things they 

One time I even went to the house of one person because he was complaining the 
internet did not work without any reason. I went there checked and adsl light 
on the cable modem and saw that the phone cable was unplugged? How dumb things 
can get?

Like you guys said, I don't care about going there and fixing stuff... If they 
want to pay me to do dumb stuff, that's their problems even thought there are 
more important things to be done. What I cant stand is the lack of gratitude 
this ppl can have...

They do crap but it is still your fault the damn computer does not work....



-----Mensagem original-----
De: windows2000-bounce@xxxxxxxxxxxxx [mailto:windows2000-bounce@xxxxxxxxxxxxx] 
Em nome de Greg Reese
Enviada em: terça-feira, 9 de setembro de 2003 12:22
Para: windows2000@xxxxxxxxxxxxx
Assunto: [windows2000] Re: OT - Question about supporting Personal PC's


I have to do this too but on most occasions, it involves me actually traveling 
to their house too.


I had the same thing happen here.  His daughter had managed to install a bunch 
of trojans etc.  I explained to him the dangers of a Trojan logging his 
keystrokes because he does a lot of online banking.    He was pretty pissed at 
here.  I now have to go back out there and install a Watchguard SOHO for him.  
But before I can do that I have to go to our President's house and install a 
new video card for him so he can play Flight Simulator.  It's all part of the 
job even if its not in the description.


I just do it.  They are the ones signing my paychecks.  If they feel my time is 
better spent doing crap for them rather than everyone else then that is their 
problem.  I get paid whether I am doing that or building a server.  Either way, 
it's their money.


I look at it as all part of the job.  One thing I did for the rest of the 
employees here is enroll us in the CDW Employee Purchase Program.  It lets all 
our employees buy computers with the same discount level we get.  Which really 
isn't very much.  But, support becomes CDW's problem and not mine.  I have 
found that even if I recommend a computer for someone, it suddenly becomes my 
support headache forever.  Family and friends do this to me as well as our 
users.  I point all my users to CDW, and I tell all my family and friends to 
get an iMac.


Who knows, that guy may get promoted or something and then remembers you as the 
IT guy with the bad attitude who didn't want to help him.  I would just do it 
with a smile and be as helpful as possible so that he thinks you are a genius 
in the end.  Then he tells everyone how great you are and they should double 
your pay. You never know when you may cross this guy's path again.



        -----Original Message-----
        From: Farrugia, Paul [mailto:pfarrugia@xxxxxxxxxxxx]
        Sent: Tuesday, September 09, 2003 10:56 AM
        To: windows2000@xxxxxxxxxxxxx
        Subject: [windows2000] OT - Question about supporting Personal PC's

        Hello, sorry this is way off topic but I need to vent before I get 
myself fired by beating someone with a keyboard,



        I was wondering what others are doing or would do with situations 
similar to this:


        I work for a credit union. We have Board members who are given "perks" 
each year (laptops, desktops, cell phones, etc.). When something goes wrong 
with one of these devices (usually do to user's negligence) they expect our IT 
department to fix them. Our upper management is too busy brown nosing the board 
so they expect us to fix these problems as well. 


        Last Friday I was told by the VP of my department that on Monday 
(yesterday) I would have to go to one of our branch locations to meet with one 
of the board members because he cannot dial up to AOL on a desktop PC that we 
gave him a year and a half ago and he was also having other problems. I had to 
bite my tongue while my VP told me this. As soon as he left I went to my 
manager told him that this was a load of horse crap and he agreed with me. (By 
the way I am the only network admin here and I have 12 laptops, 4 desktops and 
a new server to set up). I made the suggestion of having the board member 
overnight the PC to us or having someone in our branch send it for him so he 
doesn't have to get his hands dirty. This would have been more cost efficient 
as well.  Well, my VP who I guess knows more then me said no. Go figure. Anyway 
I go and get the PC and bring it back to my office. 


        Today I am told that the PC needs to be returned by Thursday the 
latest. (Oh by the way I cannot fed ex it back to him as per my VP). My manager 
tells me to work on that PC only, forget everything else and just do that. He 
doesn't agree with what is going on as well. So I boot the PC up and of course 
every program you can think of is installed on it, except for the anti- virus 
program which I know at one point was on the machine because I installed it 
myself. I can also tell that his teenage daughter uses the pc for things that 
teens do these days. I run a virus scan and guess what the PC is infected with 
4 Trojan horses. Also windows update hasn't been done in the longest of time. 


        Basically I am trying to find out if this is something that I should 
have to do for the fear of losing my job or do I have any recourse in 
situations like these. I think this is totally ridiculous that we can give 
someone a "perk" and he can abuse it and expect us to fix it.


        Thanks for listening,






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