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eg. our customer pay us £100+ per hour to change the color and font of reports for them.
at my university couldn't find a program she'd downloaded (it was in program files) so she took it down to the computer repair shop and they charged her £60, which she paid.
Dell technical support:
My laptop is guaranteed until December of this year - any hardware problems and they will sort it out. well it died totally last year, and they sorted it out quickly which was great.
I only noticed months later that my DVD software was missing, and so I phoned them to get it. They said that as this was a software problem my guarantee did not cover it, and as it was some months after my hardware problem, there was no way I could prove the link. They said they could definitely rectify it, but I would have to pay £38.50 up front beforehand. I did this, then someone took over my computer remotely, and I sat there and watched them dig it out from somewhere obscure in my hard drive and re-install it.
They refused to refund me, saying that they had provided a valuable service. utter, utter cunt heads.