Cutting Off an Over-Demanding End-User?

SpaceNeeded asks: "Numbers of you will probably recognize the start of the situation. Because I work with systems, I perform occasional builds. This occasionally crosses over to support (especially where it's my kit I'm asked to support). This isn't a problem, nor is it a problem when I get the occasional support query from someone I haven't supplied a system to, but who needs assistance. This is all well and good, but I've had pretty poor year personally. I've lost two relatives and a third is in a pretty bad way in hospital. An eleven year relationship ended a couple of months back, and I'm now having to perform _all_ the domestic tasks that used to be shared. Between these few things and my regular job I'm finding I have a whole lot less time to allow to support calls. What methods do you know of for gently cutting off someone, support-wise?" "I have a regular end-user who is the one that we all dread. They have little interest in PC systems for itself, and regularly call up with problems, usually related to Windows spy-ware/Trojans/Viruses. I haven't supplied the systems, which comprises of two Dells and a Tosh laptop. Although I quite like them personally, I really don't need the hassle of their regular calls at the moment.

Before the regular cries of 'Supply Ubuntu' get too loud - that will _not_ work. They aren't up to Windows after a couple of years, and will expect interoperability with Windows systems (through college/employer) and don't have the technical skills to manage a *nix system."

Comments

Re:Avoid the problem altogether

[fumblebruschi]

I had to slide out of providing support for my mom, which took up a lot of (exasperating) time.

My mom is in her seventies, and wanted a computer, because she wanted to use email because she doesn't like feeling left out. Fair enough. So I set up an idiot-simple Linux laptop for her, hiding all icons except Firefox and Thunderbird. "This one is the Internet; This one is email."
The problem is, that wasn't simple enough. My mom kept calling me with imaginary problems. She thought the laptop had crashed, because the screen saver came on. She accidentally minimized the Firefox window and thought she'd deleted it. No amount of explanation could make it clear to her what the scroll bar was for; whenever anything was off the screen she thought it was gone. Honestly, it was driving me insane. Restraining myself from saying something like "RETARDED MONKEYS can do this! You have two masters' degrees! What the hell is your problem!" was practically giving me an ulcer.
However, she provided the solution herself. Somehow or other she realized that the system I'd set up wasn't "what everybody else has" (probably one of her friends saw it and told her) so she became convinced that the whole problem was that I had set her computer up wrong, and if she had Windows and Outlook like everybody else, she wouldn't have any problems.
Off she goes and gets whatever the clerk at Best Buy told her was good. Of course, she can't use that either, but MY problem is solved, because when she calls for help I just say "Sorry, Ma, I don't know anything about Windows. Call Best Buy." End of high blood pressure.

So hey, it turns out Microsoft is good for something after all.

Always Charge - even family and friends.

[spacecowboy420]

I always charge everyone. Now maybe I only charge a 12 pack or dinner or some trivial token, but they always know that my services are not free. I charge my mother, sister - everyone. If it's a quick question, I'll give them the answer, but I am quick to point them to a website or the help. Even when they do pay me, everyone is quick to thank me and I reassure them - "No problem, I do this for a living". One thing this has taught me is to use my friends talents. My realtor found me a house in exchange for a website waiving the realtor fee, my sister grooms my cat - for free. My friends that use me as a resource always know that there will come a day when I will ask for their help. I had a friend send a crew over to redo my lawn - for free.

Use the barter system. If your friend likes PC support, ask him for some help with _all_ of the domestic chores you have. Oh, and hire a cleaning lady, you can generally get one to come in twice a month for around $1-200 - then fix her computer for free cleanings :D