Computer Consulting & Repair

Q. What advice do you have for a customer looking to hire a provider like you?

A. Firstly, hire someone local (vs. a chain store). Local technicians are far more likely to care more about your data than getting back onto the Internet, and are usually far better trained than the in-store technicians.

Secondly, ask around. Your friends, your family, your co-workers. Ask if they know a good "computer guy". These kinds of "referrals" are the BEST way to find someone you can trust!

Failing step 2, look for a company (a local company) that has been in business for a while (at least 3+ years). There are virtually NO barriers to entry into the Computer Repair industry, so be VERY cautious of start-ups, as many are simply out-of-work tech workers who don't know nearly as much as they think they know (and you don't want them discovering that fact on your computer!).

Finally, when you DO find a potential company, look online for reviews & check local BBB listings. There is no excuse for anything less than an A rating from the BBB (if there IS a listing) - but don't confuse "belonging to the BBB" with having a good rating! It costs money to belong to the BBB, and the list of "benefits" to a small company are dubious, so many choose NOT to belong -- that does NOT mean they're not potentially very good companies. If you find many complaints, find another local provider.

Finally, ask up front about costs (and cost overruns). Get it in writing if you can, and ask about the security (recovery) as well as the privacy of your data while it is "in the shop".

Q. If you were a customer, what do you wish you knew about your trade? Any inside secrets to share?

A. The requirements to become a Computer Guy (or Gal) are so low they can be summed up as follows:
1) be able to spell your own name
2) be able to spell the word "computer" -- without using the letter K... more than twice! :-)
Truly that's about it! (Although in some areas, you do have to have a "business license" -- which is little more than paying a tax).

A good many Computer Repair shops are started by laid-off tech workers. However, in large companies, tech workers develop specific skills (database admins, programmers, website admins, etc.). These specific skills rarely prepare them for the wide array of problems that arise in the "general case".

Additionally, remember that laid-off tech workers are usually the "low end" performers at their former employers (exceptions being for older, higher-wage employees who are sometimes shed because of their salary, not because of their skills -- or lack thereof). Often, not only aren't they good technicians, but they're also bad business people.

Those are TWO great reasons to choose a company with care... and talk to people about a company BEFORE hiring them!

Q. What questions should a consumer ask to hire the right service professional?

A. First, ask about a provider's history and qualifications (have they been doing this a while? If not, do they have certifications to show that they know what they're doing?)

NOTE: The more experienced a provider (length of time the company or person have been in this line of business), the less important certifications become... remember, most IT certifications can be obtained with less than a week of preparation (even for non-technical people) and with guaranteed positive results!

Assuming they have sufficient skills, ask about guarantees (what if they can't fix it... do you still have to pay?) and warranties (if they say its fixed and it breaks again - the same way - soon after, do they stand behind their work?

If you are not totally satisfied with their answers to the guarantee & warranty questions, get a written estimate (including the maximum amount you're willing to pay) before letting them start work.

Q. Why does your work stand out from others who do what you do?

A. We offer an unconditional guarantee:
- If we can't fix it, you don't pay

All we ask is that you let us try TWICE (that is, if we don't fix it right the first time, give us one more chance to make it right.)

Also, if we diagnose a system and give you a quote to fix it and you choose NOT to fix it, we'll either charge a small bench/diagnostic fee (usually $25) -- or waive that fee if you let us migrate your old data to your new computer (it doesn't even matter where you buy the new computer!)

Q. What questions do customers most commonly ask you? What's your answer?

A. How much will it cost, and how fast can you be done.

The first question is easier to answer than the latter: we charge hourly for onsite and phone-based support, but our bench fee caps out at $150. So, say you have a bad virus infection and it takes 4 hours to repair your system:
- If we've been onsite, the charge will be $320
- If we've been connected online, the charge will be $100
- If we took the system in for a bench repair, the charge will be $150
In all instances, these are the LABOR fees - hardware costs would be the same regardless.

As for how long it will take, that's always a difficult question to answer - especially when you haven't diagnosed the problem yet! Still we get bench repairs completed in less than 48 hours more than 95% of the time.