Proving Customer Flashed BIOS!!! ?

[Stanley_Kubrick]

So this guy, this feaking customer who I know for a FACT is incapable of building a computer, this CHUMP buys a board from us.
GIGABYTE GA7-ZX (without the dual bios) which he has brought back claiming it was bad.
BUT, on the phone with my sales dude he sez or alludes to the fact that he was trying to update the bios, THEN-- he has a NEW story when he comes into the store which does not involve the bios flashing. So of course if he messed up a bios flash he gets to buy a new board as punishment for his insolence!

Soooo, the board does not boot or even hint at booting. The power supply fan spins up, the cpu fan spins up, the Diag. led just stays on, the moniter actually clicks on, but no image...

Is it possible to prove that a flash occured or are we just stuck RMAing the thing and giving him a new one? Which i don't want to do under the PRINCIPLE of it all!!

Any experience with this anyone?
Thanks!

[Darren Wilson]

Download the latest BIOS from Gigabyte and follow the instructions in BIOS/Motherboards Forum for recovering a bad flash depending on the type of BIOS (Award or AMI).

If the Board then boots, then you have sufficient proof that the customer messed up a BIOS flash and you are then within your rights to charge him for the repair. If not, say you will send the board to Gigabyte (or original supplier of board) for analysis and whatever they say is the final say on the subject.

[WildTech]

Agreed, Darren's way is the best way to fly. Otherwise you put yourself in a position where its your word against his and the burden of proof is on you. The other problem I see is word of mouth. It works as well against you as it works for you. If this dude starts running his mouth all over town that you screwed him on a motherboard, you;'ll have no way to prove otherwise. Good call Darren

[thirdfey]

Originally posted by WildTech:
If this dude starts running his mouth all over town that you screwed him on a motherboard, you;'ll have no way to prove otherwise

He can still run his mouth, you can't prove otherwise to ppl that don't come to your store cause they heard this guys story first and have already passed judgement.

I would get the proof and shove it in his face and say, "yeah, this tells us that someone attempted to flash the bios and was unsuccessful. Do you have something you would like to tell us?" And see if he spills the story. Don't shove it is his face and scream, "We caught ya you son of a b&^%$!!! No new mainboard for you!!!!"

[3D Prophet III]

Originally posted by kubrick:
[B]
BUT, on the phone with my sales dude he sez or alludes to the fact that he was trying to update the bios, THEN-- he has a NEW story when he comes into the store which does not involve the bios flashing. So of course if he messed up a bios flash he gets to buy a new board as punishment for his insolence!

Soooo, the board does not boot or even hint at booting. The power supply fan spins up, the cpu fan spins up, the Diag. led just stays on, the moniter actually clicks on, but no image...

B]

If their isn't any real damage except an improperly flashed BIOS, I'd just try to recover the improperly flashed BIOS, flash the motherboard with the new BIOS, apologize for any mis-understandings and send him on his way. If you charge him for fixing the damage he had done, he'll just go around telling everybody "he knows" that you guys charged him for repairing something that shouldn't of needed to be fixed. "It was a new motherboard, why did they have to fix it and why did they charge me for it, it shouldn't of had any problems, it was supposed to be new." You know the rest, just fix it for him and send him on his way. If you can't recover the BIOS from the bad flash, RMA it and give him a new motherboard stating if he wants to update the BIOS it is required that he brings his system into your store!!

Say: "I'd be more than happy to update the BIOS for you if you bring the system in."

"I'd like to make sure everythings working the way it's supposed to, I'd like to run a diagnostic test on your system so you'll have a trouble free computing experience."

Just swallow your pride so this guy don't trash your business around town. These are just some of the little things that'll make you want to hurl that you got to do. Don't forget the customer is always right, no matter how wrong they may be. That is if you don't want your business to get trashed with bad publicity. Sorry!!

[cyberhh]

Please keep first in your mind that companies are made by word of mouth and that people will never remember the thousand charitable things you do, but they will recall with crystal clarity the one un-charitable thing you do and be happy to regail their friends with the story.

In this particular case you may wish to try and recover the BIOS and send him on his way with a warning that tech support is much more effective if he is honest when explaining the situation, then what could have been a possibly detrimental word of mouth story, once again becomes "I broke the thing and these guys fixed it for me" and you may not loose himas a customer.

[Darren Wilson]

The only problem in repairing it for free is that he will expect it all the time when he knackers his system up. Believe me, it doesn't matter how many times you tell them that next time it is chargable, they will use the same excuse again & again.

[Rejection Man]

well guys this is one of hte those things where you have to suck it up now and lay down the law later.

By helping the guy out it make you the good guy. but he will expect free help later, at which point you will have to become the bad guy.

This is one of those instance where a store policy comes into play. (look it up if you can, or make one if you dont, i fee lthat you must have a policy, to Cover your ***!)

policys like, you install your own hardware, you muct deal directly with the manucaturer, we'll send it off for you, but you have to get teh RMA. if we installed it and its with in the warranty period, suck it up and be on your way.

its a never ending circle the other way, with no "nice" way out, the customer has you by the nuts.

[3fingersalute]

Our shop would replace it for him, but would be sure to throw in a comment or two warning him about next time!!!!!!

[Radical Dreamer]

I have never messed up a bios flash (only done 1) and I am left wondering what is done to fix a bad flash?

[Sowulo]

Originally posted by 3fingersalute:
Our shop would replace it for him, but would be sure to throw in a comment or two warning him about next time!!!!!!

As long as it can be fixed by reflashing...agreed. And I'm pretty good at letting people know that some things need to be left to the experts unless they've got extra money laying around needing a new home.

[orange]

Personally, i'd reflash and return the unit to him FOC, with a warning that flashing the BIOS is really best left to an expert.

Also, i'd password protect the BIOS as he sounds like the sort of guy who's gonna be diving in there every five minutes to twiddle with his settings.

Lastly, i'd set the 'BIOS Flash ROM Write Protection' jumper to prevent him doing it again, if this particular board has one? My Gigabyte GA-7IXE4 mobo has one...

[bluewest11]

Roll out the red carpet for the customer and tell him you will take the board back with out any arguments. Just explain that this only happens with new motherboards due to new regulations. The regulations being that all new boards are fitted with and special circuit to close down the bios if the person using the computer has been viewing illegal porn sites. All boards showing these kind of symptoms have to be forwarded to the manufactorers for analysis along with the customers address and details. Then ask him if he still thinks you should take the board back. Bull**** works both ways.

[Darren Wilson]

Originally posted by bluewest11:
Roll out the red carpet for the customer and tell him you will take the board back with out any arguments. Just explain that this only happens with new motherboards due to new regulations. The regulations being that all new boards are fitted with and special circuit to close down the bios if the person using the computer has been viewing illegal porn sites. All boards showing these kind of symptoms have to be forwarded to the manufactorers for analysis along with the customers address and details. Then ask him if he still thinks you should take the board back. Bull**** works both ways.

Love it!!!!!!!!! I am going to have to try that one myself sometime

[Ruslan]

Originally posted by Radical Dreamer:
I have never messed up a bios flash (only done 1) and I am left wondering what is done to fix a bad flash?

Read my post about recovering after bad flash here: http://forums.windrivers.com/cgi-bin...c&f=1&t=000976

As for customer what comes with bad flash...
Fist thing I would try is reflashing BIOS for free. It's not a big problem (see my topic mentioned above)and can be done within few minutes, and have him to see that process.
If it young "cracker-hacker-breaker",I'd tell him,what next time if it happen,I'll charge him for that work.

If it good customer,You can apologize saying,what probably virus messed with motherboard BIOS and he has to take care about viruses next time (because Your worktime is very expensive).

But I'm stressing,very important thing is having him to see,what nothing was brocken (except for BIOS he screwed )