A client's offhand question made me rethink my whole repair process

Last Tuesday, this older guy brings in a laptop I'd fixed twice for the same overheating issue. He looks at me and asks, 'Have you ever just checked what I actually do with it before you open it up?' I laughed it off, but then he showed me how he runs it on a fluffy blanket in his sunroom every day. I'd been doing the same thermal paste swap and fan clean for years, but I never once asked about the setup. Since then, I've added a 5 minute usage chat to every intake, and it's caught things like a dusty AC vent and a cat bed situation. Has anyone else had a customer clue you into something that should've been obvious way sooner?

2 comments

2 Comments

elizabethwhite28d ago

Ha! My friend had almost the same thing happen with her sewing machine repair guy. She kept bringing it in for jams and he finally asked what fabric she uses, turns out she was sewing through triple layers of denim on a basic machine, lol.

uma_baker8828d ago

Did you ever figure out if your friend switched to a heavier duty machine after that, @elizabethwhite? I had the same issue with my old machine, and honestly it was just me being stubborn about the fabric. Once I switched to a denim needle and slowed way down, the jamming basically stopped.