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Frequently Asked Questions

Below is a list of frequently asked questions about our service and computers in general. This page will be updated with new questions occasionally.

General Service Questions

  1. Who can use your services?
  2. What if the technician can not fix my PC?
  3. Do the prices quoted include parts?
  4. How long will it take to repair my PC?
  5. What if the engineer repairs my system within 30 minutes?
  6. What happens if I fix my PC before the technician arrives?
  7. What sort of problems can you fix?
  8. Can I buy software from you?
  9. Can I buy hardware from you?
  10. How long will it take to get my PC back using the takeaway service?
  11. What if after an hour the technician can find no faults?
  12. What if the technician finds multiple problems?
  13. What if I don't want to pay for more than an hours work?
  14. If I want my PC upgrading do I have to buy the parts?
  15. Why do you charge per half hour after the first hour?
  16. How do I book an engineer?
  17. What information do I need to provide?
  18. How can I pay?
  19. What preparations should I make for the technician coming?
  20. If you install software will it be genuine software?

General Service Answers

1. Our service is available both to home and business users.

2. We operate a no fix no fee policy. If the technician can not repair your PC because they lack the necessary skills then no fee will be charged. However if the engineer is prevented from fixing the computer due to any number of reasons then normal fees will be charged. Please see our no fee terms for more information.

3. The prices quoted on the website are for the work only, they do not include the cost of any hardware or software you require.

4. Obviously the time it takes to repair a computer depends on the problem. Most problems are fixed in under an hour.

5. One hour is the minimum time a technician will be at a job. If the engineer repairs the system in under 1 hour they will perform a general system health check and offer any advice they feel will be useful to keep you system performing well.

6. If you have booked an appointment for the technician to visit but before they arrive have managed to fix the machine yourself please contact us immediately. If the technician arrives and you have repaired the machine yourself but not contacted us then unfortunately the first hour fee will apply as the time slot will have been booked. If this situation arises please take advantage of the hour you have paid to use the technician to check for any other problems (within reason).

7. We can fix most computer related problems. Please see out repair services page for a sample of problems we can fix. If you are not sure if we can fix your problem please contact us.

8. We do not stock software but we can purchase it on your behalf. Sometimes we may be able to get a better price on software. If you are wanting us to purchase and install software for you please inform us before the technician visits to avoid multiple visits and fees.

9. Again we do not stock hardware but are able to purchase it on your behalf, sometimes getting a better a price. If you wish us to purchase hardware for you please contact us before a technician comes to avoid multiple visits and fees.

10. We aim to fix and return your PC within 2 business days. This is usually within 24 hours but not always as it depends on the issues that need fixing. Please be aware if it is a hardware upgrade you require this may take longer than 48 hours (as we have to order the parts).

11. Normal fee applies.

12. Fees are not charged on a per fault basis, therefore the technician will fix as many faults as they can find in the time you want them to be there. (1 hour(minimum) to 2 hours 30 minutes(maximum))

13. If you do not wish the technician to work beyond an hour please inform them before the hour is up (e.g. after 45 minutes) this will give them time to try and get your PC into the best state they can. Please bear in mind that the technician is not responsible for repairing your computer if you do not wish them to continue. The no fix no fee does not apply if the technician is stopped or restricted in any way from repairing the computer. Please see our no fee terms.

14. Generally speaking customers contact us, we purchase the hardware sometimes at a lower price and then arrange a time to install it at your convenience. You are more than welcome to buy the parts yourself and then contact us to send a technician to install them for you.

15. We feel this gives customers a fairer service and better value for money. Most jobs take about an hour to complete but if a job does take a little longer than an hour (e.g. 1 hour 20 minutes) we feel it is fairer to charge for the 90 minutes rather than for 2 hours work.

16. You can book an engineer by using our contact form and selecting the repair or upgrade option from the drop down list. Once we have received you email we will contact you to arrange a date and time that is convenient for you so that we may carry out the work. Alternatively you can contact us on 07563 456 425. We are also working on an online booking system to make booking easier in the future.

17. When you contact us via email or via telephone there is a certain amount of details that will help us provide you with a quicker and more reliable service.

  • The nature of your problem in as much detail as possible (Repairs)
  • The type of upgrade in as much detail as possible (Upgrade)
  • When you are available for a technician to visit.
  • A contact name, number, and email address so we can confirm our visit.
  • The address of the visit.
  • Any other information you feel is necessary.

18. For home users we currently only accept cash and cheques, paid to the technician before they leave the premises (Receipt provided). Invoices can be set up for business users, please contact us for further information.

19. You should ensure that ALL software disks you have are available to the technician when he arrives including your operating system disks, driver disks and other disks that came when you purchased the PC. This cuts out the time taken to find drivers and disks and allows the technician to focus his time on your problem. If you have no software disks for your computer please inform us when you contact us along with the make and model of you computer if possible. This helps us to get copies of these disks before we arrive to offer you a better, quicker service.

20. Any software we purchase on your behalf or install on you computer will always be genuine. We WILL NOT install pirated software on any computer under any circumstances. All software purchased and installed by us on your behalf is owned by you and is your responsibility.

 

 


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