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Frequently Asked Questions
Do you come to me, or do I have to bring my PC to you?
Do you have a callout charge or minimum charge?
No Fix, No Fee - when does this not apply?
What are your payment terms?
Why this scary legal stuff?




Do you come to me, or do I have to bring my PC to you?

The Engineer will carry out all work on site when feasible. In some situations, like a major virus clear up or a PC rebuild, the Engineer may ask to take the PC away. This is so work can be carried out more efficiently and keep your final invoice down.

Running virus scans or reinstalling Windows™ and its many updates can take a lot of time. When the PC is taken off site, you are only charged for the "button pressing" and not for the Engineer to sit and wait for the updates to download, or the virus scan to complete. This can knock a lot off the final bill.

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Do you have a callout charge or minimum charge?

There is no callout fee. There are no travelling or petrol costs. The only charge is for the actual time the engineer spends on site working on the problem.

There is a "minimum charge" of one hour's labour. After that first hour, all time is rounded up to the nearest half hour. So if a job takes one hour and twenty minutes, then the invoice will be for one hour and a half hours.

There will also be a charge for any new components installed in the PC. These parts costs will include all relevant VAT charges.

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No Fix, No Fee - when does this not apply?

You only pay for the work that is carried out. And only if it fixes the initial problem that the Engineer was called out to fix.

What "No Fix, No Fee" cannot cover is problems where hardware has been physically damaged, and the cost of repair is prohibitive. Or where the client decides not to progress with the repairs due to cost. There will still be a charge in this case for the labour involved with the diagnosis.

A similar situation may occur where the PC is running with Pirated software or a Pirated Operating System. In this case, the Engineer will refuse to reinstall non-licenced products. He will still work on the PC, but can only perform legal installations.

There is a similar rule with all illegal acts the Engineer may be asked to carry out. So please don't ask him to supply pirate software or download an illegal movie for you.

The "No Fix, No Fee" policy cannot apply for cases of Data Recovery, Third-Party issues, Viruses or Spyware infections. Due to the nature of these issues, these can be unpredictable. The Engineer has a lot of experience in these areas and can kill problems that most Anti-Virus programs cannot deal with - but he is not a miracle worker.

The Engineer also reserves the right to not complete work when the client becomes abusive or has to work under harsh conditions.

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What are your payment terms?

Payment is accepted in cash, UK cheque or via Paypal. Credit cards and credit card cheques are not accepted.

For a regular client, arrangements can be made for BACS payments.

Work is to be paid for upon completion. An invoice will be provided at that time. Invoices that are still outstanding after 28 days will get extra charges applied.

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Why this scary legal stuff?

Even though I have completed thousands of jobs and have hundreds of happy customers around Sussex and the UK. There are always those people who want to try it on. Or just don't understand the complexities of this job.

It is for these cases I have had to create some basic "rules and regs" based on industry standards. And good old "Common Sense". :o)

Most of this is negotiable anyway. I am a nice guy. :o)

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