We’ve all been there, our computer breaks down and we have to get our computer fixed as so as possible. The computer repair industry is plagued with fake or inexperienced technicians, many people have realized this with bad experiences and now are hunted with trust issues.

Here I’ll provide important questions and provide informative insights to better understand the situations. It is important not only to know the questions but to understand what kind of answer you’re looking for when choosing a computer repair service provider.

Do you provide documentation?

99% of computer repair shops and technicians do not provide this mandatory service. Every technician is told in their post-secondary institution that documentation is mandatory.

Documentation provides proof of service, test results, list of work done, time sheets, list of system changes. Documentation is important because every time the technician makes a change on the computer the owner needs to know what was done and what has changed.

A computer technician that does not provide documentation is a disorganized technician. Stay clear of anyone who does not provide documentation. The lack of documentation could be for a number of reasons: fraud, inexperience, has something to hide, etc.

Can I see a sample of your documentation?

Documentation should be easy to read, and are often done with forms and check lists consisting of YES, NO, PASS, FAIL. Some companies offer a basic, and extended documentation for system information and test results if you really want detailed information about your computer.

Do you charge a flat fee?

How much does your services cost? Computer repair services should always be charged as a flat fee. Computer technicians’ that charge by the hour is trying to rip you off. Fact, most computer repair services are unattended, this means that the technician has lots of time to work on other computers while waiting for your computer to finish a task. There’s no sense in paying someone by the hour if the majority of the time is spent watching TV.

No fix no pay policy?

Many computer repair services have a no fix no pay policy, because of licensing agreements with different computer manufacturers; many computers cannot be fixed by a shop or technician. In this case no charges can be made for a computer that cannot be serviced by the third-party.

Customer satisfaction guarantee?

This guarantees customers that after the service has been provided, the customer will be provided free customer support and trouble shooting when experiencing difficulty’s with the computer.

Customers may also be able to return the computer back for continued service if the computer may require additional servicing within 24-48 hours after the service has been provided.

Are your services guaranteed?

This question is actually vague and can be associated with many situations.

So ask many follow-up questions.

• Are all services guaranteed to be provided?
• My computer is guaranteed to be fixed?
• I can give my computer a personal inspection before taking it home?
• No fix no pay?
• Free customer support and trouble shooting?
• Free travel and accidental?

Do you backup everything, will I keep all my data?

Can I keep my emails and family photos? A question that always comes up.

Backing up data, often some hack company or technician will provide a square one solution. A square one solution for some computers can be as simple as pressing one button, this function then resets the computer back to the manufacturer’s default. All data and settings are deleted.

Computer repair services should always include data backup and restore as part of the service if backup is required.

Read the fine print, data backup is often limited by service providers to save time and cut costs. So always ask if everything is backed up.

Free customer support when I bring my computer home?

Customer Support and Consultation. Good customer service should include free customer support if you take your computer home and you are having trouble setup your machine. Free consultation over the phone is good, because you wouldn’t want to pay for a discussion you had over the phone.

Pickup and Delivery?

Ideally we all would like someone to pickup and deliver our computer for us and it doesn’t hart to ask.

There really is no fixed price or standard for pricing pickups/deliver, so be sure to ask how much and about locations/areas.

Some companies/technicians refuse pickups/deliver for non-commercial residents, because of costs or for the need of required signatures and copied documents. Criminals may take advantage of the opportunity to steal our computer by impersonating the company.

Flexible business hours?

Can I pickup my computer after 5 pm? Often customer service and call centers run into the late hours, ask if you can pickup your computer late. Many people work 9-5 and can’t get away.

Some services can run over night with someone to monitor the machines, ensuring they’re working properly. In this case late night pickups are often do able.

Certification?

Certification is very important, but asking the right questions to get the right answers can be difficult.

Certification is more relevant to an individual than if a business is certificated. Certificated professionals are what makes the company and not a company that says they’re certificated.

These days everyone thinks they’re a computer something, we must ensure we get the real deal with an academically certificated technician and not a private certificate. Academic certification means they have studied at a government accredited post-secondary institution in the field of Computer Science/Information Technology, where private certification is often referred to as fake or purchased certification.

Are you authorized by this manufacture?

Authorized Service, This is only important if your computer is still under warranty and the problem falls as a manufacturer’s responsibility.

Authorized service means that the service provider is authorized by the manufacturer to provide special services or is authorized to ship our computer back to the manufacturer for repair on our behalf.

Often computers like laptops are sent back to the manufacturer and not serviced in-house/on-site, this is because of proprietary parts that are special made only for that computer.

Many unauthorized technicians and repair shops do not consider authorization necessary and ask if it is a manufacturer’s responsibility, the owner contact the manufacturer themselves.

Most unauthorized technicians or repair shops do not charge if the problem falls under a manufacturer’s responsibility; it’s often cheaper to contact the manufacturer yourself as the manufacturer may rebate your shipping.

Custom built computers are made by computer assemblers with standardized parts and are not subject to manufacturer agreements/warranties, thus can be serviced right away with no restrictions.

Warranties?

Will your services void my warranty? If your computer has a manufacturer’s responsibility, and the repairer is not authorized, the computer should be inspected and returned at no charge.

Honor my warranty? Only a manufacturer authorized repairer can send your computer back to the manufacturer on your behalf. If your computer is under warranty there should be no service charge. If your computer is not or no longer under warranty there may be services charges.

If your computer is under warranty, and there are service charges, it may be cheaper to contact the manufacturer yourself and the manufacture may rebate your shipping costs.

Summary

• Do you provide documentation?
• Can I see a sample of documentation?
• Do you charge a flat fee?
• No fix no pay policy?
• Customer satisfaction guarantee?
• Are your services guaranteed? (follow-up questions)
• Do you backup everything, will I keep all my data?
• Free customer support when I bring my computer home?
• Do you pickup and deliver? (optional)
• Flexible business hours? (optional)
• Certification?
• Are you authorized by this manufacturer?
• Warranties?

Ask questions, and most importantly ask for documentation. Documentation can just be the deal breaker, make or break the quality of the technician or service provider.

 

 

 

 

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