turn around times

[Todo]

I know we had this topic a while back on here,but I thought it would be interesting to bring it back. Basically, how long does it usually take from when a computer enters the shop to when its fixed (not necessarily when the customer picks it up, because that could take forever in my experience!) I guess for me it could take a few days up to a week really depending on what the problem is, because sometimes we're so busy, don't have enough techs to keep up with all the work.

[underfunded]

As a tech I kept my average turn around time under 24 hrs. Then it's up to the cust to pick it up which is another 3 weeks. http://www.windrivers.com/cgi-bin/forum/smile.gif

Of course there are always the trouble jobs that take 3 days but that is rare. Or when you have to order parts then the turn around time is a little slower.

[This message has been edited by underfunded (edited September 13, 2000).]

[A DoG NaMeD SpoT]

Gererally we advertise a 24hr turn-around, but instore we usually tell customers that if it's in my noon we can usually get it back to them same day (providing there are no complications)
Then why is it that the customers who are in the biggest rush pick their computers up 2 weeks later? "well I didn't have the money to pick it up" 'even after we moved you to the front of the list becuz YOU were in a big hurry??' BaH


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A DoG NaMeD SpoT

[drewber]

My turn around time is about 2-4 hours, unless you bring it within a hour before close, i can usally give you your machine back the same. Worst case scenario, 24 hours.

And 2nd note its not the turn around that really counts. Ive seen lots of people try to get it done same day, and hten the customer has to come back 3 times to get it done right

[NeuromancerIV]

We usually will say 2-3 days. Of course most jobs are turned around that same day, if its brought in by 10-11am. It's just our insurance, and the customers don't mind, even though several business' here advertise same day service, but we fix it right..the first time. (a lot of our business comes from former customers of these same day shops: I'd rather say the job MAY take longer, rather tha.)
After all we all sell the same thing, but what differentiates us is Service!
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[Damned Angel]

WOW....we are running 5-7 days right now, but there are also about 70 or so machines waiting to be looked at and only about 5 full time techs including myself working on 9 machines each at a time.

[SavagePenguin]

Things are a little more laid back out here. I am one of two techs in a small business. The other tech is also our head programmer, and he's been doing a big programming project lately so it's been just me.

If a computer works before it comes in (that is, I'm just installing some sort of upgrade) I'll put that as one on the bench first. I can usually have those out the door on the same day. If it's working when it comes in I don't want them to have to wait.

If it requires a diagnosis and a fix it has to get in line. The turn around time is about two days.

When a computer stumps me I've been known to tinker with it for a week. I will work like mad to get it fixed before the weekend though. Otherwise the customer gets a long explanation of the problem, an apology, and a discount.

Since we're a small shop I talk to the customer personally a lot of the time. It helps to get a better understanding of what they want. It also gives me an idea of how to prioritize the computer on the to-do list. If a customer calls about their computer it automatically jumps to next-in-line.

If it's a printer... that's at least a week before I'll even look at it. I won't look at the stupid things until I have most of the other stuff done. I hate printers. I wish the shop had a no-printer policy.

[Damned Angel]

But printers are sooooo easy. I do all the service work on both printers and notebooks in my shop, and if I had the choice, I would rather work only on printers and nothing else. Hp's are so simple to fix, epson are simple too (if you cant fix it ship it). Canon and lexmark are pretty straight foreward as well, but since they arn't a big seller herre, I don't see many of them. I do admit that it took a couple of weeks to get used to taking these beasts appart and put them back together (where the *%$@ did this part come from??), but once you get used to fixing one model in a printer line, you tend to notice that most of the other models in that line are almost exactly the same, just new features added everyonce and a while.

[Danrak]

The store I'm at usually tells people 24-48 hours from when they drop it off, but about 75% of the time its done within 24 hours or same day if dropped off early enough. It usually depends on how many on site jobs and how bad the storm was the night before. Gotta love the florida rainy season.

[Larommi]

24-48 hours. The shop I work for does more networking and small buisness IT work than repairs, but thanks to Best Buy and CompUsa we get our share of repairs and upgrades.

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(D)inner not ready: (A)bort (R)etry (P)izza.

[TazNet]

We don't do printers (most are cheap enough to throw away) But I have done a few laser jobs for freinds of mine. I usually have a 1 or 2 day turn around on most stuff. Unless it's something buggy that the user really messed up trying to fix himself.

[Green Iguana]

Most work is done within 24 hours or out the same day if brought in early. As far as printers go, love em. EZ money http://www.windrivers.com/cgi-bin/forum/smile.gif

[AlienDyne]

We do our best to fix every single machine within 2-3 days. Sometimes it's very difficult for us. Probably, due to the lack of employees.

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"Matter is passive. In spite of its power, it can't be controlled without the human mind." Sokrates

Photos Of My Work (http://www.geocities.com/alienhardware)

[Frostbitte]

Turn around time varies at my shop. On average it's about 3-4 days for repairs, warranty work, etc. Installs are generally 1-2 days. During the busy seasons, like Christmas and back to school, turn around times are about 5-10 days for repairs and 2-3 days for installs. Thats if parts don't need to be ordered. Compaq are the fastest here. Usually 72 hrs. HP lately is the worst. 3-4 weeks. Let's not mention those Umax laptops or Primebooks. Good luck!

Frostbite.

[RLD]

If it's a Packard Bell it goes to the low priority list. Nobody wants to touch it.

[pga]

If it was a simple upgrade or repair, we used to try to do it while the customer waited. For more involved work turn around times used to be 24-48 hours.

But for the past 5 months (even in the summer.. our normal slow time), we've been severly backed up. It seems the computers are coming in faster than we can put them out. Our average turn around time lately has been 3 days and up to 1 week. We warn the customer of this when they drop off the system and tell them that there are 30 systems ahead of them and that they are repaired in the order that they are received (the only exceptions as far as being put ahead of others is if it is needed for a business).

The problem is, after warning the customer of the delay... they call 30 minutes later when they get home to see if it's done, and then they call a half an hour before we close (on the same day to "check in with us"). The frustrating thing is that if 30 people call twice.... that's 60 calls!!.... who's fixing their computer if we're always on the phone??

The cause of the problem I believe was due to word of mouth about our speedy service over the years before.

[Jallentino]

I try to give next day service, Usually I can give same day but I find it better to tell them next-day so they don't freak out if you don't have it done that day due to complications.