Frequently Asked Questions

How much do your services cost?

We keep things simple by just billing in hourly blocks with a minimum of one hour. If your problem is solved in less than an hour we will try and offer other assistance or advice with any extra time.

Why do we have an Onsite-service fee?

When advertising, “no call out charge” the company usually mean they won’t charge for the time spent travelling to your house. However, that’s not much use if they charge $180 to diagnose the issue without the solution. The “no call out charge” creates a perception that you are getting something for free, but it is never reality, as no business can work for free. Let’s face it would you go to work for free?

Remember, if something is FREE, it has no value to the business offering it or the consumer receiving it. - "Price is what you pay, value is what you get."

What kind of computer services do you offer?

We provide expert onsite computer repairs and services. Our services cover a wide range of computer issues. They include hardware and software repairs, system security solutions, wireless and wired networking, data backup and recovery solutions and virus/spyware prevention and removal, just to name a few.

Are you able to explain the service in plain English?

Yes! We will explain what is wrong with your computer and not confuse you with complex technical jargon.

When are appointments available?

The afterhours service is a great benefit to a large number of our clients, We offer house calls weekday evenings and weekends ensuring our clients do not need to take time off work to have their computer repaired.

What forms of payment do you accept?

We accept VISA and MasterCard payments using Square point of sale. Unfortunately we can’t accept Eftpos, however we can receive cash. After your service has been finalised you will receive an itemised invoice for your records and warranty.

How much time will it take to resolve my computer issue?

It largely depends on the nature of the issue, however, the majority of our onsite services are completed within the first hour. If the service is going to take longer, we will provide you with an estimate and get your approval before proceeding further. Be assured that, where possible, we will always perform the services quickly, onsite, so you can be up and running again as soon as possible. If it is necessary to take your computer offsite to repair, you will be given a fixed quote for you to approve beforehand. No surprise bills or extra charges!

How do I protect myself from losing data?

Computers are complicated machines and data loss is therefore always an unfortunate possibility. This is why we are so crazy about all of our customers having appropriate backup solutions in place because it’s the only way to really protect yourself from data loss. We highly recommend that you always keep a backup of your critical files so you are never at risk, however, if necessary we do offer a backup services before we start any work onsite. In the event that you have already lost invaluable data through hardware failure or deleted files, we can provide onsite and in-lab recovery solutions.

What kind of Service Guarantees do you offer?

All our services come with a No Fix, No Fee guarantee – in the event that our technician is unable to fix or diagnose the problem because they do not have the technical expertise to do so, then there is no charge for the service. However, if they diagnose a faulty component which needs to be replaced and you choose not to proceed or decide to source the parts elsewhere, normal charges do apply.

Can I buy hardware or software from you?

Of course! When booking your appointment we will discuss your needs and we can arrange hardware and software. If the required part isn’t immediately available, we will organise it for you as soon as possible and make a return follow-up visit as part of the service.

What if the repairs can’t be completed onsite?

Sometimes, like in the instance of extensive data recovery, our computer repair services cannot be completed onsite. In this event, you will be given a quote for the offsite repair of your computer as well as an estimated timeframe on when it will be returned. We will ask you to sign a form authorising the removal of your hardware to take offsite for repair.

What if I want to cancel a service?

No problem! Please just call at least twenty-four (24) hours before your scheduled appointment time and let us know!

Is it cheaper to repair my computer or buy a new computer?

This really depends on how old your computer is and also what is wrong with your computer. Sometimes it isn't worth spending the money to fix your old computer or it is actually cheaper to purchase a new one. We will always advise you of the costs and benefits in each case and offer the best options available

Can you troubleshoot an existing computer network?

Yes. We can troubleshoot most home and small business networks even if we did not originally install it.