Pros & Cons of building for other people?

[enviroko]

Like a lot of you, I am both a computer hobbyist (like to build) and I work in the computer field. I am frequently asked by people in the market for a new computer…

"Should I just buy one or can you build me one that will be better?"

How would you answer this question giving them all the Pros & Cons of both options?

My typical, but not completely knowledgeable answer usually goes something like…"Well, for what are you going to use this new computer?" If it is a hard core gaming system then they have my attention. If for emailing, surfing the net and running office apps then I'm not so enthused since pretty much any off the shelf PC will do that. Then I proceed with a short list of pros & cons of each option.

Please help me elaborate on, add or subtract anything that should be considered from my list below.

Pros of buying…
· Tech support (although time limited)
· Most likely cheaper when accounting for software thrown in (assuming you are paying for all software when building) and oodles of units sold.

Cons of buying…
· Can't pick and choose every part
· Motherboard & PSU may be proprietary
· Most likely the system will not be as upgradeable as a generic build.

Pros of building…
· Choice of all parts
· No proprietary Mobo or PSU
· Upgradeability
· Clean Windows install with no extra bundled garbage

Cons of building…
· Unless it's a good friend I can't afford to run a free tech support service.
· No free bundled software.

Thank you!

[Erik]

In my mind the tech support issue is one of the biggest problems that I would run into if I built a computer for someone. I have never built a computer for anyone else, and this is the biggest issue to me. When the new owner has some problem with the computer they will be calling whoever they got it from, and I don't want to be running a 24/7 tech support line for free.

Even if there is an understanding that the computer is delievered in good running condition, and that ends the deal, it never works out that way. I just recently fixed a computer for someone, gave it back with a clean install of Windows and some other apps he needed. Two, yes TWO days later I get a call that he broke it already! Well not technically broke, but he had gotten a trojan horse. I installed AVG, and updated it and had it set to update and run a scan every day. AVG caught the trojan but couldn't delete it, because it was in a file being used by his active desktop.:mad: So he calls me, and I need to help him out on getting it fixed yet again. This makes me very weary of helping out anyone for free, either pay or leave me alone. Good friends and family are the exception though.

[Steve]

enviroko

I think you summed it up pretty good. It's not for everyone. Some folks just want a custom built computer. Others don't. Seems like you're giving them the straight story.

As long as you are selling quality computers, tech support can be a source of income. Hardware failure is, of course, your responsiblity for an agreed upon period of time. But if someone wants you to service a software problem, it's up to you. If you're comfortable with the job, it's $65 for the first hour and $35 for each additional hour. :) Some will agree. Some wont.

[classicsoftware]

enviroko


I have a thought for you. DON'T DO IT! I do this for a living and you do not want to do this for friends unless you want to have less friends. No matter what happens, you will be the first call. Give your advice, help them build it (maybe) but unless you make lot's of bucks, you will regret it.

[Whyzman]

Interesting you should ask the question, when just this morning I was asked by a neighbor if he should follow through with a computer he found at Wal-Mart.

I checked the specs on the HP in question with its 24/7 tech support for one year. I also took into consideration its primary internet use and the newbieness of the future owner and came to the conclusion that my free time is a priceless commodity! ;)

My thought on the subject would be access each situation based on the computer savvy of the potential owner. As I found when I first began to build, the hardware part is a piece of cake...it's the software and configuration, and malware where the rubber meets the road...if your assessment is that they can't handle the software end of things...BAIL!

As pointed out, you might as well put your life on hold...:(

[Budfred]

I built a computer for a friend and feel responsible even though he rarely asks for help. I would be very careful to offer again because of that. I like the building part, but the support could become a problem if I had too many of them out there. And yes, it is the software that requires the most support, even if the user put something in that screwed up the system...:rolleyes: :D

[saphalline]

What about the other side of tech support? I'm sure many of you know this, but the caliber of tech support that Dell and HP offer isn't nearly up to par compared to the stories that have been told in this thread alone.

I have a co-worker who bought a Dell a few months ago. Not only has she had numerous problems getting online, but her so-called "tech support" took weeks to clear it up! Dell said the phone company was to blame, and vise versa. As for trojans, the Indian-based out-sourced tech support just told her to run a virus check. No in-house help or anything.

Now granted Dell has seen the folly of their ways and has moved their tech support back over to the US, but there are still plenty of companies with out-of-US tech support. And regardless, their tech support isn't all that impressive.

[HeadachesAbound]

I have to disagree. Your thinking too broad. Think narrow. Think like Dell, HP, and all the other big names. It is not Tech Support's responsibility to help the user with issues related to misuse.

The easy way to deal with this is to offer a support contract which clearly outlines what is and is not covered by your support.

I have built 3 machines for other people (2 family, 1 friend of a friend). On both of the family machines I have had minimal calls about issues related to the machines. The first dealt with an issue concerning the ISP that she was trying to use. The second dealt with a driver issue in Windows 2000. Both could be solved over the phone in a matter of minutes.

The friend of friend paid me $65 / hr to setup and troubleshoot the machine that I had just built for them ( I normally do not charge for installation but they insisted) and they have had no problems with the machine.

A properly built machine using quality parts and decent software (I don't recommend XP) should not need any interaction after the initial setup. If you are worried, as I said before, clearly outline what you will and will not cover. I have made it clear to all of my customers (both computer builds and software designs) that if it's not in the contract then I don't do it but I will happily refer them to someone who will.

[saphalline]

It is not Tech Support's responsibility to help the user with issues related to misuse.YES! That's what I was trying to get at, but I lost track since I think faster than I type. :p

And that's the main issue, too. Users will make mistakes. Do you think AV tech support helps people who intentionally put malware on their PC? Or how about Dell when someone shorts out their system by poking around inside?

At some point, the owner must take responsibility for being careless, ignorant, or just plain stupid.

[deddard]

Remember that some manufacturers charge for tech support by using premium rate lines, others charge on a per-request basis as well.
I've decided not to build for anyone but myself. If I get a client who wants a custom system (or any bit of equipment) I will, if requested (charging a fee) give them some advice on the best equipment to buy (this info is based on varous tech reviews, including sites such as this) and they can then make their own mind up what to buy, and deal with the supplier themselves.
If they then want help putting it together, I can supervise the installation/construction, again charging a fee, but will not 'build' it for them.
The thing to do is set out a contract which states what you will and will not do, and any fees that you will charge.
I'm just starting off with a permanent business doing this, and will make things clear from the outset - it's a minefield if people expect tech support for free.

[Abbadon]

I occasionaly build systems for friends / family. Here's how I handle it:

1) I never build systems for total beginners. If they don't know what a firewall / AV is or how to format & reinstall, if they don't know the software-side of maintaining a system, then I don't build for them. If they do know all this, I ask what the system will be fore, and if they will want to upgrade in the future. I only build rigs that comply with these 2 rules:
- knowledgable user
- specific rig (gaming, video-editing,...) AND/OR future upgrades needed

All the others are best served with an off the shelve box as far as I'm concerned.


2) Those systems I do build get free diagnosis if they have a problem for as long as they own the machine (not at 2am though!)

3) Hardware problems I fix for free (they have to pay for the parts of course, unless something would break because I assembled it wrong).

4) Software problems they usually can fix themselves after I help diagnose. If not they'll have to pay.

5) I make sure to get points 2, 3 and 4 in writing before I start looking around for parts.

[jabarnutcase]

As pointed out, you might as well put your life on hold
As mentioned in several posts, the "Tech Support" thing is a biggie.

I live in a small Town, and besides my family and friends, it seems lately that everyone in Town calls me if they have a problem....heck, I can't even buy a loaf of bread anymore without someone asking me "why their Computer won't boot"....
Or- "Do you think I have a virus"?
"Have you kept your Virus definitions up to date"?
"Oh...How do you do that"? :(

For the life of me, I still don't understand how the fact that you might know something about Computers gets around so fast...(unless of course, you do it for a living).

Also mentioned in several posts...Whatever course you take, get EVERYTHING in writing and be VERY clear just how far the "support" (if any) goes....And how much it costs.

If I ever move to another town, I'm going to tell everyone "I don't even own a Computer"....."Can't stand all that new fangled stuff" :p

[enviroko]

Originally posted by saphalline
Now granted Dell has seen the folly of their ways and has moved their tech support back over to the US

According to what I have read this is not true. Individual customer tech support is still in India. They have only moved some of their corporate support back to the US, and this was only because the call center in India couldn't currently handle the volume. They also sounded like they were leaving the door open to send it back once the call center there could handle it. No Dell's for me!

[wowitfoth]

LOL! I have debating with the voices in my head about this exact topic! I need an outside opinion, because we can’t agree, LOL! I have worked very hard to get what knowledge I have regarding pc’s. I am going for Cert.’s because of it. I am the family tech support and all the B.S. that is inherent from it! So for anyone outside the family including friends I give them a job well done but do not include any bonuses or secret’s. I only want repeat business due to mechanical or personal failure. With family I have big issues over the years and this is my immediate means of giving back for what I have received. Since Dec. I have offered to build my Niece her first computer. I laid down my pitch the best I could and has laid there since then. I told her this up to her and if no then let me tell you what the best choice with Name Brand is. My Niece was loaned a laptop from work that needed some work. It would not boot and if she could fix it then she can use it enjoy! Cool, nice one too! I used to work there and they have two johns. The owner and the one I assumed gave it to her. Then there is John her boss. So assuming it was the good John I hooked it up all the goodies! Three month’s later ask’s for it back, he asked a month ago if she got it running and told him who and what I did. If I knew it was her boss I would have known this was coming! Now she got comfortable and was enjoying having a computer finally. Well she has been having withdrawals and flipped! I get an E-mail yesterday about 1:30 p.m., I am going shopping are you free today? Replied late, about 4:30. But ready to go, she and a gal pal are going what should I get. She put me on the spot, I was immediately bent that I was not going to be there, but give me half an hour to browse online. Now to know her and to stop her is a no win situation! I ask how much she could spend, and I recommended what would be the maximum. Because I feel you should get what you need and will need down the road. The trade off is pre-installed software she will never use. It is a very good computer and will last. But I was denied the chance to use my skills to save her money! Also the Monitor is not included, (I will not tell you brand, but that is a hint) I tell her to take an extra I have for now and save some for later. I wanted her to get an LCD Flat Panel, DENIED! So run back and give her my choice, this is not good and is going to cause friction with the parental unit! But she checked a couple stores for prices and found a $100.00 rebate! BFD! She was too late to pick up but is going tonight! So my decision is that it is not my problem and worked with I had. So I owe you thanks for letting me vent! I still have my Nephew and we have been collecting parts, all that’s left is the Mobo and Processor. He will have what he need’s now and will grow with him. And I get to be a good uncle for a change and take care of him! Thanks for the ear! I am going to be working on that one to (no brainer) but what a shame I did not get the chance! And the part that puts me over the top is she is using AOL and Dial-up! P4, 2.8 GHz. 512RAM, 120GB HDD, I am going to cry!LOL! But I will still take my own over that! I am in control! My writing skills are in need of help I know so forgive!

[pave_spectre]

Hey wowitfoth welcome to http://www.pcguide.com/ubb/pcgubb.gif forums.

Nice story and similar to why I only provide advice never support. Saves me a lot of stress/frustration, since its inevitably ignored.


My writing skills are in need of help I know so forgive!

Nothing a few paragraphs wouldnt cure.:D :D

[enviroko]

Thanks to all for your replies.

There seems to be a consensus and I definitely agree. This may well be the last one I do. But the nice thing with this guy is that I am in a position where I have to offer him tech support whether I build for him or not. My job is in a Ford / UAW Learning Center where we are paid by the UAW (United Auto Workers) to help the members with computer skills and problems with their home PCs. So whether I build for him or not he is entitled to free tech support from me and my boss. I'll base any furture builds for UAW members on this guy I suppose.

[dlove]

I'll hit it one more time

I deal in HVAC automation controls ... so i can relate to all of you on this subject.

When i have set up a system that is working great as it was designed, i tell the customer call me if u need and changes or additions... all you will need to do is change your temps to what u want. Other then that leave it alone...!!!!

Comps are the same, use it for what u bought it for however, if u add to it , download to it, change something in it, hook something to it, look at it wrong, PLease write down what u did and keep a log of things you added. Support people cant read your mind and most likely you will forget what u did last.

with things changeing all the time, spybots, ad-ware, free sofware etc... a system can be corrupted fast sometimes reformating is the best thing to do.


with my control systems i have a lock-out pass code that limits what certain people can do... saves me many head aches

Oh when i was younger and installing airconditioning systems i told people this one thing "I build and install I do not service... period" i honored workmenship and repairs or replace what i did wrong. once u get behind the wheel its your baby.....buy a maintenance contract for all your service needs.....and quit ruining my life

:cool: