Frequently Asked Questions
My computer is acting weird. It’s doing…
Shut down your computer. Don’t use the restart feature; shut it down completely and leave it off for at least one minute. That gives the computer time to clear out the memory and will allow it to boot up with a fresh version of windows. If this doesn’t solve the problem, please give us a call.
What if the problem re-occurs?
We can only guarantee our work until we leave your residence. Because of the nature of computers and how problems can occur, once you are given your computer back, we can not be responsible for what is done with it or to it. We do have a guarantee that the problems with your computer will be fully resolved when it is returned to you.
Will I always have the same tech/case manager?
We will try to keep the same technician working on your case but we are unable to do this at time because of scheduling. However, because we are a small company, if a new technician is sent to your home, he will have a complete understanding of the previous problem and will have spoken with the previous technician regarding the current issue.
Do you have a travel charge?
If you are further then 20 miles from our office, you will incur a $35 travel charge. This charge is recurring for every 20 additional miles. If you have any questions, at the time you schedule your appointment, if you are more then 20 miles from our office, we will be happy to tell you the exact mileage from our door to yours. We use Mapquest and simply type in your address and ours, and choose the standard/fastest route. No exceptions are made. Sorry.
I can’t get on the internet and I have DSL/cable!
This could be caused by a number of issues. The easiest one to fix is to restart your modem and/or router (if you have a wireless connection, you probably have a router). All you need to do is unplug the power cable (the only cable that does not look like a phone cord) from the back of both the modem and the router. Wait for at least a minute to the let the memory clear in both machines. Then plug the power cable back into the modem first. The modem will be the device that is connected to the wall by either the phone cord (if you have DSL) or by the coax cable (if you have cable internet). Let that power on for at least a minute; that will give the modem time to run through it’s standard tests at startup. Then plug the power back into the router (if you have one) and let that also start up for at least a minute. At this point, you computer should have reconnected with the router and modem so go ahead and try to get to a website.
If you are still unable to get to the internet, restart your machine. If, after restarting your computer, you are still unable to get to the internet, we will be happy to come out and check your system for you. It is also possible that your internet service provider is having problems, which are not a result of any work on your part.
How long does it take to get an appointment?
We will return your message within 24 hours (normally it’s within a few hours during our business hours). On average, we are booking for the following day or sometimes 2 days away. Due to our personal service, we sometimes get booked faster then we anticipate and do our best to work clients in.
Do you offer phone support?
We do offer phone support for small problems. If it’s something we know can be fixed quickly over the phone, we’ll be more then happy to do so. If the phone call last more then 20 minutes, you will be charged $40 per half hour for a phone consultation. If we are unable to fix your problem over the phone after 30 minutes, we will schedule you for the next available appointment and credit your 30 minutes towards your appointment.
Can you fix my computer when I’m not there?
If you would like to schedule an appointment and let us work while you are away, we are happy to do so. We will leave you a detailed message stating the problems we found and our solution to them. If we are unable to fix your problem, we’ll leave the reasons why also and our recommendations.
I’ve heard of companies that can call my computer and fix it over the internet. Can you do that?
Yes we can! This is often the fastest solution to solving smaller problems (usually faster then phone support). We schedule appointments throughout the day but it does require that someone be at your computer to start the meeting. We do not install programs that allow us access to your computer while you are not available. These sessions are billed at $40 per half hour.
Do you sell equipment?
We keep some equipment in stock but we are not a retail store. We’d be happy to quote you a price from our distributor (which may be less expensive then through other retail outlets) and order a specific part for you. We will also happily build you a custom pc and for higher end computers (gaming, video/photo work, music/sound editing), our prices are usually cheaper then going with a name brand computer.