We make it our business to be straight with our customers. Sometimes we know that something can be fixed, but we don't know how. When this happens we don't try to baffle you with jargon. Instead, we explain the problem, leave, research the issue, and until we find the fix you won't have to pay us a penny.
That means that if we are unable to repair your computer or related hardware, or cannot resolve or diagnose your problem within the first thirty minutes, we will not charge for this time. However...
If a problem has been diagnosed and a solution offered, but you choose not to proceed then you will be charged for the time spent on site up to that point.
If we are unable to resolve the problem because you cannot provide us with the appropriate software, software license or serial numbers, passwords or installation disks, again, you will only be charged for the time spent on site up to that point.
If you are having problems with your internet connection we will test your equipment and line, but where we are able to diagnose a fault that is due to the failings of your Internet Service Provider (ISP) you will again be charged for the time spent on site up to that point, regardless of whether the ISP accepts responsibility for the fault. We will however be happy to talk to your ISP at a technical level to demonstrate the problem to them in terms they understand, which will usually result in eventual resolution of the problem.