This is a selection of the frequently asked questions by our customers, together with the appropriate replies.
If your specific question is not included, please use our response form or send us an e-mail to: support. We will respond quickly and do our very best to help.
Please do not expect us to solve your problem for free over the phone or to offer support on a product that we did not supply.
What are your charges?
Our standard onsite labour rate is £40.00 plus VAT (£46.00) for the first hour and then £20.00 plus VAT (£23.00) for each additional half-hour. Our minimum charging period is one hour on site and half an hour in the Workshop.
If we are double manned the charge is £60.00 plus VAT per hour.
Workshop charges are £35.00 + VAT per hour (£40.25) with a minimum charge of £17.50 + VAT (£20.13).
There are some fixed price services such as :
PC MoT £60.00 (inc VAT)
Reload operating system £60.00 (inc VAT), backing up and restoring data is extra.
What are your hours of work?
Generally we work a 9:00 to 5:00 day Monday to Friday. Work can be arranged outside normal office hours. However, we reserve the right to charge extra for evening and weekend work.
What happens if the engineer is unable to repair my computer?
In such a case, our NO-FIX-NO-FEE policy means that there will be nothing to pay at all.
Is there a callout fee to pay?
No. We do not charge a callout fee of any kind.
Do you carry out workshop repairs?
Yes. We often find that it is better to effect repairs to some systems in our workshop. This can often be completed quicker than visiting your premises. We are happy to advise you on the best course of action.
Workshop charges are £35.00 + VAT per hour (£40.25) with a minimum charge of £17.50 + VAT (£20.13)
Do you give telephone /remote support?
Yes, but don't insult us by expecting us to fix your computer over the phone for free. Quite often we can sort out problems over the phone. If you still have internet connection we can take control of your PC (with your permission) to try to resolve the problem. This is charged for through PayPal at £30 per hour +VAT. (you do not need a PayPal Account). To do this you must have an internet connection.
Do you charge for travelling time?
No and Yes. Within the Devizes area we do not charge for travelling or if the engineer happens to be in your area. However, we do charge for travelling time for distances over 15 miles from Devizes. This will vary depending on the distance from Devizes (or from where the engineer is located). Travelling time is charged at £20.00 plus VAT per hour. Please ask.
What is your response time?
We aim to respond to all queries within 4 working hours (excluding messages left on voicemail or answering machines). Generally we will arrange to visit your premises within 24 hours. Instant callout does incur a higher charge.
Are your engineers fully qualified?
Our engineers are highly experienced. They are carefully selected and have all spent many years working in the IT industry.
Is your work guaranteed?
Yes. Our work is fully guaranteed. All components are supplied new (unless specified otherwise) and covered by a full twelve months parts and labour warranty. Fixes are guaranteed for one month, provided that there have not been any changes, updates or downloads made to the equipment since our fix that could have caused the problem to reoccur. In simple terms - you mess with it, its your fault! And yes we can tell what you did.
Can I limit the job to one hours' work?
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 time. However, if in the opinion of the engineer the work will take longer and you choose not to have the work done, then a charge is made for the time used so far.
If the repair takes only forty minutes, will I have to pay for a full hour?
Yes. Our minimum charging period is one hour.
Following the initial hour, any additional time is charged in blocks of 30 minutes.
What methods of payment do you accept?
We accept payment by cash, cheque and PayPal. Payment is due on completion of the work unless specified by prior agreement (account customers only).