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Thread: Customer's PC erased

  1. #1
    Join Date
    Sep 2022
    Posts
    2

    Customer's PC erased

    I am a small business owner of 2 years. I own a computer repair service,
    I provide onsite service, which means I go to people’s houses and fix
    their computers & devices. Yesterday I repaired a laptop, and
    then I performed their Windows Updates. 1 of these updates
    caused a glitch, and their computer is now locked. it is a glitch
    affecting only Windows 11 users with Bitlocker. I have exhaustively
    researched every possible method of recovery, I am not going to
    discuss the technical details here, I have posted that elsewhere.

    I cannot fix this lady’s computer, and she has a large quantity
    of photos and business documents that are now lost forever, with very little
    chance of recovery.

    What should my next business decision be for this? Should I take the
    laptop to another computer repair store, one of my competitors, to
    see if there is a small chance they can recover it? Should I merely
    tell her her files are lost, and assist her to rebuild her computer
    fresh? Even though I did not cause this glitch, it was caused by an official
    Microsoft Update, I was the one who pushed the button.

    I do have Professional Liability insurance with Errors & Omissions, but
    that is only for catastrophic cases, like a lawsuit. It is not a warranty.

    If I take the PC to another shop for a 2nd opinion, there is a risk
    they could tell her to sue me. If I do not take the laptop to another
    shop, there is a risk that she could sue me because I am alone
    in my opinion that I did not cause this glitch.

    What is the best business decision here? Thanks everyone!

  2. #2
    Join Date
    Apr 2011
    Location
    Largo, FL.
    Posts
    429
    Is the hard drive erased or can you connect it to an external device and copy her files that way?

  3. #3
    Join Date
    Sep 2022
    Posts
    2
    The files are gone forever. I am not here to discuss the technical aspects of this incident, I have done that elsewhere. I am asking for business advice. How do I prevent the customer from suing me? How do I protect myself with this customer? It is the unknowns that I need the most help with.

  4. #4
    Join Date
    Apr 2011
    Location
    Largo, FL.
    Posts
    429
    Make her an offer she can't refuse before she has a chance to seek legal council.

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