Twice now I have been called by a client who tried and failed to get the tech support he paid for from the Geek Squad:
… I had problems with my laptop. Had taken it to a big box store and they said they had it fixed but when I got it home found that was not true. One quick call to Eva and she lead me step by step through a process and within 15 minutes (mostly time for computer to respond) it was up and running.
We hit a crossroads where it was time to determine whether the problem was hardware, software or some of both. Since the laptop was still under warranty, he decided to just go ahead and get the hard drive replaced. Best Buy shipped the laptop off and it was gone for 10 days. I helped my client get his 12 year old desktop up and running to use in the interim. That included guiding him through updating his browser which was from back in the stone age. I had already put Android on a Nook tablet for him, so between the 2 devices he was able to maintain some semblance of normalcy while his laptop was in the shop.
Yesterday, he got a call that his laptop was ready. Here is where his story picks up:
I just got home with the laptop but I am having issues with the back space key. Called Best Buy. [The Geek Squad] had me unplug the power source, take out the battery, replace it and then power up but did not make a difference. Sometimes it works, sometimes it doesn’t and it appears that if I hit it in the middle or right side it works but natural finger strike on left side – no response. Just when I thought things were going to be better.
This morning I was able to resolve the issue with an email that took me less than a minute to write:
I wonder if [your backspace key] was loosened when they opened your laptop.Try turning off your laptop and jiggling the key. See if it feels off-center or loose. Even if it doesn’t try pushing it down to make sure it is seated properly and see if that addresses the problem.
His response?
Great thought on the key. I shut it down, unplugged it and wiggled the key then pressed down and there was a little “snap” and now it works great. Too bad the great minds at Best Buy couldn’t have thought of that – me, I guess I am always afraid I might do more damage (and be without it for another period of time).
Not only did I resolve the problem, but I did so at less than it would cost my client in gas to bring the laptop back to Best Buy.