We don't have a full service IT department and from an IT standpoint we focus on supporting our products only.
Sometimes, we come across a PC that is obviously riddled with malware or has other issues. I'd like to develop a tactful way of informing the client so that we can have a uniformed message among our technicians and we can extract ourselves without incurring responsibility.
My skin crawls when supporting a technician with an escalation and they are saying things within customer earshot like,"this computer has issues", etc...
Sometimes when you say things like the quote above clients feel like "it didn't have a problem before you started doing whatever you're doing".
How, when and do you tell a client you're seeing things that might need attention from someone whose specialty is computer maintenance and not copier/printer/scanner installation/support?
Personally, I try to say nothing and get the job done and get out. If I am unable to do so, I guess I would have to demonstrate the ability to do so with my laptop and show them that it is not a copier/printer issue before referring them to someone. So, I guess I've answered my own question but would appreciate feedback.
