Computer Repair Ethics Questions..tell me what YOU think!

[John Prophet]

Thanks, JP

[Cruez]

I agree with replacing it. The old one could have problems later that will annoy the customer pretty bad.

As far as the old one goes.....it it was going in the trash whoever picked it out can do what he wants.... (fixing on company time...hmm...not so sure about that one..)

[Mike]

1. Should I have tried replacing the caps and testing the "repaired" motherboard instead of telling him he needed a new mobo.? Which would save the guy around 100 bucks.

I think that you should explain the scenario to the customer. I obviously don't have any real-life experience but that would be my suggestion. Let HIM decide.

2. Should a tech be loyal to his bo$$e$ intere$t$ or to his own standards of "justice" and fair play.

I would still tell the customer the situation, I always think about "What if I were in that guy's shoes?" which relates to your question 3.

[Mike]

Although my dad says that you should just replace it and be done with it, because of the fact that he'll be happy overall with his computer running.
If you give him a choice, and he goes the cheaper method just to change the capacitors and the system dies 2 weeks later he'll go and tell all of his friends what a lousy job was done on his system.
Business is business I guess.

[Ming]

I don't think think that the board would have lasted too much longer anyway. Best to replace. As far as keeping the "fried" one, I don't see what the problem is as long as it is one's own risk and not the company's. As far as being in the same shoes, I just throw away parts. Replacing a few capacitors may work, but that may not be the only problem and it isn't worth the time and effort to salvage stuff.

[cadetstimp]

For manufacturer warranty reasons, it is perfectly acceptable to replace the motherboard. The manufacturer should be kept responsable to replace the components and test the board as good. With their stamp of approval the manufacturer can uphold the remainder of the warranty for the reparied board.


Now, if the capacitors were blown because of an improper user installed metal heat sink touching the capacitors near the socket - then the warranty is void and he would be lucky if you can get it going with replacement parts.

[SickPup404]

IMHO:

1. Replace the Mobo, unless your shop offers "component-level" repairs. I used to work for Radio Shack and we had big problems with car amps blowing their stero power amp transistors. Repairs were to replace the entire board, which in some cases were more than the cost of a replacement unit. People would usually just buy the next better amp, whoever in the store wanted it would then go order the parts from Jameco or another good parts place, and fix it.

2. Be loyal to the store policy and refer to #1 (component level repairs). If you repair it and it works for a short time and blows again, are you going to start diagnosing component level problems on 6-layer mobo's?

3. Keep it. The boss thinks it's trash, the customer is happy with a new mobo, and you're happy with a spare that may work for a time.

4. I would say he gets to keep the old video card, modem, sound card. You can state up-front that he doesn't need them any more and stands the chance that they are bad anyway. And be honest and ask if he doesn't want them, you'll use them in your charity work (UD!).

Just my $.02.

[jman01pa]

1. Should I have tried replacing the caps and testing the "repaired" motherboard instead of telling him he needed a new mobo.? Which would save the guy around 100 bucks.

No. You dont know what other components were stressed during the spike. Plus your knowledge to spot the bad components was worth more than the new board costs.


2. Should a tech be loyal to his bo$$e$ intere$t$ or to his own standards of "justice" and fair play.

Both. Your boss has a business to make money. You work for him to make money. You both provide a service the customer is willing to pay for. Everyone can be fair and happy at the same time.


3. Now that the machine has a new motherboard and the customer has picked it up..should I tell the boss that the "old" board is "fixed"? Or should I keep it?

This depends on your relationship with your boss. Technically it was repaired by his employee on his time with his equipment. It should be his (the boss's).


4. What becomes of his old video card, modem, sound card? If his modem is also blown, isn't he getting parts for free in effect?

Same as #3. That is typcial and accepted business in any tech shop.

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Now I will give a few free association viewpoints that would influence a techs decision about these things. These arent necessarily my viewpoints but they are things that spring to mind.

1. My boss would insist that the mobo be replaced, his spoken reasoning would be "you cant trust that board now even if it does boot"...his real reason would be "$$$$".

That is why he has a business. Do you work for free?


2. Furthermore, the boss isnt gonna want the tech spending too much time on the machine to save the customer $$.

Component level repair comes at a higher price. The MB isnt worth it.


3. As pertaining to question 2, if it was your car in the auto shop, how would you want the mechanic to handle a similar situation?

Most auto shops charge book rates for time and $$ listed reguadless how quick they can repair it. Bad example.


4. 90% of techs wouldnt be able to fix the old board..so it goes in the trash..if a tech can fix it...is that any different than him getting it out of the trash, fixing it, and keeping it?

Depends on the employer and their views on trashed items


5. If the tech tells his bo$$ that the board is "fixed", it will immediately become the property of the boss and, lo and behold, the board that "couldnt be trusted" will surely be put into another machine and sold..probably to the original customers next door neighbor.

And the Boss will have to backup the product and honor any warranty he gives on it. At the boss's Expense.



I am no saint. I have fixed broken parts and kept them. I have kept used components that otherwise would have been sold. And I have fixed components when I could have replaced them to save the customer money. I am human.


J

[Mortis]

I agree with what has been stated. Let the customer know that X capacitors were blown on the board. Rather than replace them and risk other potential problems, the Board was replaced and it has a warranty, where as the older one would no longer (if it was still effective) because the board was altered (replaced capacitors). Further, the new mobo may be an extra 100, but it probably would have taken an extra hour to fix the capacitors (atleast I would think so) so there would have been one additional hour of work performed (put new capacitors in and testing). If your Tech prices are similar to my area, the amount is 60-80 dollars an hour. So, in the end, it closely evens out but the extra dollars go toward a new warranty.

Your bosses motives may be in his interest- $, but the action taken was probably in the best interest of the customer.

Just my 0.02...

I would be sure to inform the customer of all this... he/she will feel that they werent ripped off and hopefully feel better knowing all the information.

[Richard Cranium]

I agree;

I agree with replacing it. The old one could have problems later that will annoy the customer

Forget telling anyone anything in regards to repaired components.

Dive in the dumpster for goodies that may or may not last after repair, use em if they do, toss em if they don't.

After a voltage Spike, you cannot be sure of the stability or life of the board.