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THE POWER OF THE HUMBLE COMPUTER…OR NOT SO HUMBLE
As computer hardware and software become more and more powerful, it stands to reason that these systems are much more complicated in their general nature and the way they process data than their counterparts from a decade ago. In the early 21st Century we can run basically any computer software we want to when used on the latest computer hardware. We can produce perfect documents and graphics that would put a printing press to shame. We can shop till we drop on the Internet, book our own flights and holiday through the World Wide Web or an unlimited number of other things. The fastest growing areas are multimedia applications for you and your children's education and Internet access…..There isn't a lot that we can't all do now if we really want to.
THE DRAWBACK
Well, not so much a drawback, it's just that this in turn has made it more difficult for computer users to maintain their computer systems as they run more complicated software on more sophisticated hardware.
WHERE'S THE HELP
Computer companies supply different levels of services, at different prices to match. This can be anything from RTB (return to base warrantee), on site service or their own telephone support line. The latter can be very frustrating, being put on hold for 40 minutes or so waiting to speak to technical support only to find that you then don't understand all the technical jargon they use in trying to correct your problem. It's even more frustrating when you finally do get though just to be told that you have come through to the wrong support line. I'll assure you I have spent more time undertaking this for clients than most.
THE PROBLEMS
The difference between a hardware problem and a software problem is of the utmost importance. Basically if any thing goes wrong with the hardware, that being the hard drive, monitor (screen), keyboard, printer or other peripherals, it will normally be covered by your warrantee…depending on the type of warrantee you have. On the other hand a software problem can be considerably more complicated for the simple fact that most of the time it is the user who has (quite innocently in most cases) done something that they haven't realised. Even loading up new software can cause problems as the user doesn't always understand the options to select when the installation program prompts the user to input answers to a series of questions. Even if you choose the automatic installation routine, you will still be required to make certain decisions and choices. This is bad news for the user, as software problems are not normally covered by technical support lines, and if you call the manufacturer of your computer system you may be told that the problem is a software fault and you should check your user manual as they do not cover what we call, (third party software or products). From experience we know this can be a horror story for some people,. but to my knowledge legally the support line staff are correct, and this is how many computer companies get around the problem of dealing with yours!
OUR POSITION
We must make our position totally clear to where we stand on this matter as a business. We provide and charge for advice and information by way of consultations with clients to help them decide where to purchase their computers and peripherals from. We also provide and charge for software training, installation of peripherals and other aspect to do with the computer industry such as connecting clients to the Internet. PLEASE NOTE: The number of unregistered clients i.e. (clients who are not on our Maintenance Program) contacting us with minor and major problems have increased so dramatically that we have taken the following steps. As of the 01 January 2003 only registered clients on our Maintenance Program with a valid identification number issued by us will be responded to. All other users should contact their relevant computer suppliers or technical support services, as we will no longer be able to respond and give advise to unregistered clients.
WHY A MAINTENANCE PROGRAM AND WHAT WILL IT ALL INVOLVE?
From time to time certain routine functions should be performed on a computer system to keep it well tuned and running at its peak performance (as we all know this also applies to the family car). Without basic maintenance things will eventually go wrong and this can be very costly. After a lot of research and feedback, we have come to the following conclusions: Our Maintenance Program will give us more time with our registered clients so we can monitor their system and intercept any problems before there is any irreversible damage. Obviously in over time components will have to be replaced. If disaster does strike due to component failure, wear and tear or other factors beyond our control (like the odd cup of coffee spilt on the keyboard) standard service charges will apply although registered clients will have an automatic discount. We know that some of the checks that will be performed can be set-up by the user to run automatically. We also know that less than 20% of computer users ever set-up or run any such programs. The main reasons for this is they simply do not know how to, or they do not have the time.
HERE IS ONE ANSWER THAT WE TOOK SERIOUSLY
One of our clients, whom will remain anonymous, (but did give us permission to print this) is employed by an accounting firm in London. The client answered, when asked by us "Do you run any automated system checks?" Answer: "No, like a lot of people I know who use computers, including my colleagues are not concerned that something might go wrong. I for one would not know what to do in such a situation. I would rather not have these things setup on our computers so that I don't have to check anything that I don't fully understand. Anyway I work for an accountancy firm and quite honestly I don't want to deal with it, it's better not to know in the first place……If a problem arises we just will call someone who can fix it.".
THE FOLLOWING FUNCTIONS WILL BE PERFORMED DURING A MAINTENANCE SYSTEM CHECK
Hard Disk Defragmentation
Hard Disk Surface Scan (mark any bad sectors so the operating system will not write data to that area)
Memory Check (upper & lower including reallocation)
Directory Clean-Up (depending on the information that you supply)
Removal Of *.TMP Files & Removal Of Corrupt System Files
Check Of *.DLL Files & *.DRV Files
Correction Or Removal Of Crossed- Linked Data Files
Check Installed Virus Protection Software (Depending on the Virus software installed)
Viral Check Of the System (using installed Virus software)
Reassess System Performance Under Current Configuration (This will be reprogrammed as necessary)
Update Of Start-up Disk (Depending on your Operating system)
Recommendations To Clients When All The Above Checks Have Been Completed
PLEASE NOTE THAT TRAINING WILL NOT BE GIVEN AT THE SAME TIME AS A MAINTENANCE CHECK
PRICE STRUCTURE
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