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Danny Brito
2020.09.07
Critical
Professionalism
Quality
Value
Took my pc over for graphics performance issues, dude told me he played fortnite and opened YouTube and blamed it on internet, no real diagnostics, no real professional in look, total waste of my time. Left with my computer still not working and got scolded by the technician, if youre looking here, you're looking at the wrong place. PS: Actually run proper benchmarks and diagnostics when trying to fix something, its literally the basics
The customer came into us with graphics performance problems and lag on the online games he played. We did our diagnostic tests at our shop and even did more extensive stress testing to see whether it experienced problems the way he did. It didn't show problems (on our shop's wired connection and wifi connection). Yes, we did do benchmarks testing as mentioned to the customer (even through his review said we didn't). We did benchmark testing on the CPU, graphics, disks and memory; without noticing any performance issues. We even played multiple games like Fortnite, Grand Theft Auto, Total War, Red Dead Redemption while streaming Netflix, multiple instances of Youtube and Tiktok on browsers and we didn't experience the problems he was having. GTA, Total War and Red Dead themselves are one of the more CPU intensive games of 2020. Our diagnosis was that this was indicative of his Internet network connection not being able to properly cope with what he was trying to do i.e. he was using all his network bandwidth and his network just could not handle it.
When explaining this to him, we found out that this young adult was not paying for his Internet and was piggybacking off other wifi/Internet connections to play games. He was also using it on cell phone hotspots belonging to other people and the common Xfinity public wifi connections (from accounts that was not his). On hearing this, we did firmly say to him that it is not ethical to use someone else's Internet (without his/her permission). We were in no way rude. Honesty is the best policy and as a local business, if we see something like that happening, we are going to mention it as one needs to act responsibly and ethically. No one likes having to pay for a service when unknown to him (or her), someone else is using it. Also, playing Internet intensive games on a cell phone hotspot or low bandwidth connection is also not the most suitable situation as there are going to be performance problems on CPU intensive games that rely on a good Internet connection. Most cell phone connections/plans also have some sort of cap on their connections where it'll slow down the data connection once it reaches a certain amount.
In summary, we relayed all the above to him and our diagnosis is that it was the Internet connection. He still insisted we do more bench tests to check (even though we already did and didn't see problems). We said there is nothing more we can do if he didn't believe that the Internet was a main factor to his game performance problems. It was also hard to diagnose something we didn't see in our shop. In all this and even after some hours of testing done, we didn't charge him for our services. *It is important to note that the computer was left in the same way it was brought in, and it was working without problems at our shop and when we handed it off to him when he came to collect it. It is unfair to criticize us and give us a 1 star for the value we provided when we did our best to help, did several hours of work to test, and he was not charged a single cent for it.