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Unpopular opinion: I think the 'no fix' fee is killing our trade's reputation.
Last month, a client in Austin brought me a ten year old desktop that wouldn't boot. I spent an hour tracing it to a dead motherboard, a part that doesn't exist anymore. I told her there was no repair and charged my $75 diagnostic fee. She looked crushed and said, 'So I paid you to tell me it's garbage?' That moment felt awful. We need to find a better way to handle these cases that doesn't make people feel ripped off. How do you guys handle no-fix situations without burning a bridge?
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ryanc576mo ago
Yeah, I've had a few of those Austin moments myself, @shane_park92. Maybe we should just call it a "bad news fee" and throw in a free coffee.
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nelson.vera6mo ago
Read a piece once about a shop that calls it a "tech review" fee instead of a diagnostic. They explain up front that the fee pays for their time to figure out the problem, good news or bad. For something like an old desktop, maybe a quick look first to see if it's even worth the full fee. A five minute check could tell you it's a lost cause, and you can tell the customer straight away for free. Saves everyone time and bad feelings.
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the_terry4mo ago
Honestly, the five minute check before the full fee is the smart play here. Saves everyone time and stops that crushed look dead in its tracks. Just be upfront about the quick look being free but limited.
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