Debate: Do we charge full labor for clients who 'just need a quick password reset'?

Overheard a guy at the Best Buy Geek Squad counter last week tell a customer that password resets are free if the PC is under warranty, which got me thinking. In my experience, a five-minute reset often turns into an hour-long session when they can't remember their email password or want you to set up their new printer too. Some techs charge a minimum bench fee regardless, others do quick fixes for half price to keep the customer happy. Where do you guys draw the line on the small stuff without devaluing your time?

2 comments

2 Comments

olivia_chen351mo ago

Did your friend ever get stuck doing a password reset that turned into a whole setup session? My buddy at a computer shop had this guy come in for a quick password reset and next thing he knew he was installing office and antivirus for two hours... he just charged the minimum bench fee and called it a day.

tarab541mo ago

Wait, should he really have charged just a bench fee for two hours of work? Most shops I know would charge their hourly rate or a flat labor fee for stuff like that, not the minimum.