Practice Quiz

CompTIA A+ 220-801

Category - 801: Procedures

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From a support ticket you are working on a computer at a customer’s home and find there are more issues (some serious) than originally known. How do you deal with this situation? Choose all that apply.
  1. Just fix what was on the support ticket and wait for another call to repair the other items.
  2. Tell the customer you have to charge them for another visit since the other issues were not on the ticket.
  3. Explain the situation to the customer and offer a revised repair and replacement estimate.
Explanation
Answer: C - When unknown issues arise, inform the client exactly what is known and provide a revised estimate for repair so they can make an informed decision.

Key Takeaway: Most non-technical computer users won’t know how to identify and report specific computer issues, so this situation may be common. Good customer service would also include a follow-up call a day or so later to ensure the computer is running properly.
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