Rebecca Baker: My horrible run-in with Adelaide’s angriest shopkeeper

MY computer was recently held for ransom by a person I can only describe as the angriest repairman in Adelaide. So what are our rights when dealing with rude, bullying retailers?

Workplace, laptop and tablet pc on wooden table

GERRY and Jason I blame you. You were just too good. You set my expectations too high.

I’d been living in a bubble where computer repairmen were just like you. Solid, reliable and, albeit a little Sheldon Cooper-like, always at the ready to resolve any IT issue, big or small.

But, now living interstate, I’ve had a rude awakening, forced to do a quick google search to find a nearby repairer when my computer died and you were hundreds of kilometres away.

It’s true the business only had one star and the shop’s in-desperate-need-of-some-love exterior didn’t inspire much confidence. Nor, did the 10-year-old stock strewn on dusty tables inside.

But the man behind the desk had a friendly smile and, what’s more, he assured me my beloved pink computer could be easily fixed.

“Not a problem,” he said as he whipped the years-old computer out of my arms and slid a piece of paper in front of me to sign, nodding and smiling encouragingly as he promised three times to call early the next morning with a quote.

When I hadn’t heard anything three days later I rang him, to remind him he’d said he would call 72 hours earlier. No worries, he would ring back in an hour with a quote, he said. The quote that arrived via text message shortly afterwards left me spluttering into my tea and my colleagues shaking their heads.

Still, I called to say I’d pop down to see him first-hand to have the quote fully explained to me. It was then the friendly little computer man had a Jekyll & Hyde moment, or series of moments, telling me amid a tirade of abuse that if I didn’t like the quote I could “pay $120” to retrieve my still broken computer.

The friendly little computer man had series of Jekyll & Hyde moments when questioned about the fee. File picture only. Image: Shutterstock

He wasn’t about to give me time to consider his eye-watering fee — I agreed to pay or risked never seeing my computer, with its precious family photos inside, in one piece again.

So loud were his rants, a nearby workmate stopped what she was doing to give me a puzzled look, as did colleagues sitting several desks away.

But he was just getting warmed up. Next he launched into a diatribe on the cost of taking out a newspaper advertisement.

When he took a breath I bravely suggested he ought to let customers know at the outset what they’d be charged if they opted not to go ahead with a repair, only sparking an angry new outburst.

“It’s on the paper you signed,” he said. True enough, looking more closely at the “booking form”, it was there, four items down in print so tiny most would require a superstrength magnifying glass to spot it. (It actually said $59, but still I wasn’t about to argue that point).

Feeling somewhat shell-shocked and thinking only of the kids’ photos locked in the laptop, I said I’d come down to get my computer.

A chivalrous colleague, who’d overheard the phone exchange, said he’d come with me to make sure I got my computer.

What he wasn’t expecting was that he’d too be placed in the firing line, as he was accused of coming to “intimidate” the provider when he questioned the fee for the computer’s return.

What unfolded next was surreal — a new bout of enraged shouting, animated arm-waving abuse and wild threats to call the police. I felt as though I was on the set of some bizarre reality TV show and only wished it was being filmed as you’d not believe it if you hadn’t seen it yourself.

He demanded to know my friend’s name and where he worked, again erupting in rage at the cost to place an advertisement.

“Are you a man or a mouse?” he angrily spat, leaning menacingly over his desk and pointing his finger at my astounded offsider.

My hard-nosed journo mate who has covered many harrowing events was left stunned, visibly shaking as we left the address and suggesting we stop by a local watering-hole for a quick nerve-calming ale on our return to work.

That night he hardly slept, he said.

It was only later I properly googled the store and read reviews of other hapless customers, whose experiences were eerily similar to my own.

(I’d also later learn that it was unlikely the computer repairman had actually even looked at my computer before compiling the quote.)

As my tale rippled through the office and among friends, I quickly discovered I wasn’t the first to have a horror story to share.

So, how do you sort the Gerry-and-Jason gems from the dubious sharks — whether it be computer repairers, car mechanics or household tradesmen?

Last financial year, South Australia’s Consumer and Business Services — the state government body tasked with ensuring laws affecting consumers, traders and businesses are “fairly and effectively administered” — received almost 40,000 phone inquiries from consumers seeking advice.

In the same time it stepped in as peace-maker in almost 3300 cases after receiving written complaints requesting conciliation.

A CBS spokesman says it’s vital less-than-impressed consumers do contact his office, to help it come up with appropriate consumer protection strategies and to help put suspect operators on its radar. (As I did).

“CBS will assess each complaint on its merit and, if appropriate, offer a conciliation service. In certain circumstances, CBS will also consider whether enforcement action against the business is warranted,” he said.

He says consumers should, in the first instance, seek to resolve issues directly with the business. But, if this fails, CBS offer a dispute resolution service to consumers who have a dispute with a trader.

In terms of finding a tradesman or service provider, CBS has these tips:

SHOP around. Look at different options available and consider which will be best for you

ASK family and friends which service providers they recommend

LOOK online for any customer reviews, to find out if others have been happy with the service they’ve received

ASK the trader to if they have a speciality — for example, if it’s a computer technician, is it software repairs, hardware repairs?

ASK for rates. If it is for a quote, ask if you’ll be charged

READ the fine print — you should always ask if there are any terms and conditions related to the service and read them before signing any contract

CHECK if there is a cooling-off period

FIND out what the trader’s stance is in providing further support after the service/goods have been completed? How long is the warranty on their work?

ASK for a time frame for completing the service. Have this documented.

As for me, my pink computer is again purring away contentedly having been revived by my very clever, non-IT-working friend.

Perhaps I’ve found a new Gerry-and-Jason, after all.