Frequently Asked Questions
Here you can find a selection of the questions most frequently asked by our customers, together with the appropriate replies. If your specific question is not included, please do not hesitate to contact us. We will respond quickly and do our very best to help.
What are your charges?
We constantly review our charging structure to ensure that it remains as competitive as possible and always represents excellent value for money. Our current hourly rate is £25 per hour.
Is there a callout fee to pay?
We do not charge a call-out fee for call-outs within a 15 mile radius of Bournemouth (BH1). A small callout fee of £5 may be required for jobs beyond the 15 mile radius - this is intended only to cover the engineer's fuel costs.
What happens if the engineer is unable to
repair my computer.
In this case, our no fix - no fee* policy means that there will be nothing to pay at all, not even the callout fee. Please see below to view the details of our no fix - no fee policy.
Do you charge for travelling time?
No. We do not charge for travelling time - only the time spent by the engineer working on your computer is chargeable.
Are your engineers fully qualified?
Our engineers are fully qualified and highly experienced. They are all carefully vetted, selected and have all spent many years working in the computer industry.
Which methods of payment do you
accept?
We accept payment in cash, by cheque (with a guarantee card) and we also accept all major credit and debit cards by way our payment page. A full receipt will be given.
Is your work guaranteed?
Our work is fully guaranteed. All components are supplied new and are covered by a full twelve months parts and labour warranty.
Can I limit the booking to one hour?
Yes, you can choose to limit the booking to one hour and the engineer will do his very best to complete the work within the agreed timescale.
If the repair takes only forty minutes, will I
have to pay for a full hour?
Our minimum charging period is one hour. If the repair is completed in less time than this, the engineer will offer to stay for the remaining time to carry out a general PC health check or fix any other issues you may be experiencing.
Do you repair laptops?
We carry out both software and hardware related laptop repairs.
In instances where a laptop, notebook or slim-line computer is to be disassembled a reasonable duration for the disassembly is allowed for. There are numerous different manufacturers and models of laptop, notebook or slim-line computers and they are all constructed differently. Typically, a reasonable duration is classed as one hour from point of commencement.
Do you repair monitors?
Unfortunately, we do not carry out repairs to monitors. For monitor hardware failures, we recommend you to contact the manufacturer or perhaps consult a television repair specialist.
If the monitor is displaying a readable message the chances are the computer is at fault.
Do you repair printers?
We carry out software related repairs to printers - driver and/or installation problems, however, we do not repair printer hardware failures.
How does the no fix - no fee policy work?
Our No-Fix-No-Fee policy means that if the engineer does not possess the necessary technical knowledge or ability to resolve the problem or effect the repair then no charge is made to the customer.
The policy does not apply in the following cases:
- The engineer is able to resolve the problem or effect the repair, but is only prevented from doing so by the customer requesting the engineer not to proceed with the work.
- The engineer is able to resolve the problem or effect the repair, but is only prevented from doing so because the customer does not possess the required software disc or product key.
- The engineer provides a clear and precise diagnosis of a failed component and the customer decides not to proceed with the replacement of the component.
- The policy does not apply to work related to data recovery, ADSL synchronisation or third-party issues, computer virus, spyware problems or acts of God.
The phrase “No-Fix-No-Fee” is not to be interpreted literally. It applies when the engineer does not know what the solution to the problem is, and he or she cannot solve it. It does not apply when he or she can resolve the problem but you as the customer requests the engineer not to continue.