Why We Care More About Fixing the Problem Than Selling the Item
The “Good Deal” Computer That Wasn’t
Last week, one of our clients reached out almost immediately after buying a brand-new computer.
On paper, it looked fine.
The price was completely reasonable.
It was new, sealed, from a reputable retailer.
But once they started using it… 🚨
It had an Intel Celeron processor — and it couldn’t even keep up with basic office work. Email lagged. Browser tabs crawled. Simple tasks felt like walking through mud. This wasn’t power-user frustration — this was “why is this brand-new computer slower than my old one?” frustration.
They did exactly the right thing: they called us.
The Problem Wasn’t the Price — It Was the Fit
Here’s the important part:
This wasn’t about someone being cheap or making a “bad” decision.
They bought what looked like a good deal, because no one explained what was actually inside the box or how it would perform in real life.
Intel Celeron CPUs technically work — but they’re designed for the absolute minimum use cases. Kiosks. Thin clients. Very light, very occasional tasks. Once you add modern browsers, cloud apps, email syncing, security software, and multitasking?
Game over.
This computer was never going to deliver a good experience — no matter how new it was.
Why Recommendations Are Part of Our Retainer (Always)
This exact situation is why we include hardware recommendations as part of our retainer.
Not as a “nice extra.”
Not as a billable consult.
Not as a sales pitch.
Just… part of doing IT the right way.
We don’t bill per ticket.
We don’t bill per visit.
And we don’t bill extra to help you avoid buying the wrong thing.
Because preventing a problem is always better than fixing one later.
A 10-minute conversation before a purchase saves:
- Hours of frustration
- Lost productivity
- Return hassles
- And the “why does IT always give me bad news” moment
We’re Not in the Business of Selling Stuff
This is a big one.
Ultrex is not in the business of:
- Pushing whatever hardware we get a kickback on
- Selling a “standard model” no matter who you are
- Treating every user like they have the same needs
We don’t win by selling boxes.
We win by solving problems.
That means:
- Matching the machine to the actual work being done
- Balancing budget vs performance vs longevity
- Being honest when “cheapest” will cost more in the long run
- Recommending different solutions for different people — because there is no one right answer for everyone
Some users genuinely need high-performance systems.
Some need solid, reliable workhorses.
Some need portability.
Some need longevity.
And yes — sometimes the right answer is a lower-cost option.
Just not one that makes your day miserable.
One Size Fits None
The fastest way to waste money in IT is a one-size-fits-all approach.
A computer that’s perfect for one role can be completely wrong for another — even if the price looks good.
That’s why we don’t lock ourselves into:
- One brand
- One vendor
- One “approved model”
Instead, we tailor recommendations to:
- Your role
- Your software
- Your workflow
- Your tolerance for cost vs performance vs convenience
And we do it with you, not to you.
The Outcome
In this case, we helped the client:
- Understand why the machine was slow
- Return it
- Pick a replacement that actually fit their needs and budget
- End up with a computer that just… works
No upsell.
No lecture.
No “should’ve asked us first” guilt trip.
Just a better outcome.
This Is What Retained IT Should Feel Like
Our goal isn’t to be the IT company that sells you things.
Our goal is to be the IT company that:
- Keeps you productive
- Saves you from bad purchases
- Explains tradeoffs honestly
- And helps you make smart decisions without nickel-and-diming you for advice
If you’re ever unsure about a tech purchase — computer, monitor, docking station, whatever — ask us first.
That’s not extra.
That’s the whole point.
Let’s solve the problem before it shows up on your desk.