Laptop Repair Story

There is a computer repair store (Tracy Computers, Tracy, California) in our area. About 2 months ago, I bought a software online and downloaded in my laptop. But I could not install it. After trying unsuccessfully for 3 or 4 times, I took my laptop to this store. One of the owners, Yuri, attended on me. The charge was $30 and he said he will call me in a few hours after finishing the job. He did not call me in a few hours. He called me at 8 pm. He said he is having problem with installing this software and 2 technicians are working on it. He said he would call me when the job is done.

He called me the next day at 6 pm and said he has installed it and I can pick up the laptop. I went there. He said that this one was a complicated software and it took him 2 technicians for 2 days to do the job. He gave me the bill. It was just $30. Knowing 2 guys worked for 2 days, I offered to pay him more. He refused stating that his advertised store price for an installation is $30 and he will accept only that much amount. I was impressed by his sincerity.

Four weeks ago we returned from our Southern California vacation. I downloaded all our pictures and video clips in Picasa and uploaded to a web album. The video clips had sound in Picasa but no sound in the web album. So I called Yuri and explained. He asked me to bring the laptop. I dropped off the laptop in his store. He called me after a few hours and informed everything has been taken care off.

I go there. I pick up the laptop. Started to leave. Yuri asked me to test if everything is OK. I said that is not necessary because you (Yuri) did this yourself. But he insisted me to test. I was about to test. He said he would clean the laptop before I test. He took it inside and came back after a few minutes with a very sad face. I asked him what happened. He said: I was cleaning your keyboard and I must have done something wrong. Your keyboard is damaged and it is my fault. I will get another keyboard and install it. I am sorry it will take about 2 or 3 days. I am not going to charge you for the keyboard because it is my fault and I am not going to charge for the services because you are inconvenienced because of me.

I returned home and told my wife what happened. She said Yuri has been burned 2 times. The next time you go to his shop he is going to tell you to go to some other repair shop and he will bear the repair expenses. That way he can save lot of money because every time you to go his shop he loses money.

I picked up the laptop with the new keyboard. Couple of days later, Yuri called me to inquire if everything is OK with my laptop. I told him what my wife told me. Yuri laughed and laughed. He then said he would consider that option next time.

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A personal note unrelated to this post. Since I am involved with couple of special projects, I will temporarily stop writing posts and visiting other blogs. Will try to be back soon. Stay tuned.