Notebook Repair & Service FAQ

What are your opening hours?

Our opening hours are Monday to Friday from 9:00 am to 5:30 pm excluding public holidays. We don’t currently open on week-ends. top

Which brands can you repair and/or service?

We are an Authorised Toshiba Repairer, which means we can repair under warranty any Toshiba laptop. However, we are qualified to repair and service all netbook and notebook brands outside their original warranty period. We have solid experience in the repair and service of major brands as Toshiba, HP, Compaq, ASUS, Dell, Acer, Lenovo and Sony. top

Do you have a minimum fee or charge for out-of-warranty repairs?

Yes, a Diagnosis Fee applies to all out-of-warranty repairs. This fee is designed to compensate us for the time spent on diagnosing the problem with your laptop and on accurately costing the solution including the cost of parts. However, this Diagnosis Fee is waived if you proceed with the repair. It is payable only if you don’t proceed with the repair in which case it is applicable even if we determine that your laptop is not faulty or that the fault cannot be repaired. top

How quickly can you repair my laptop?

One of our key objectives at Lapy King is to complete your service request as quickly as possible. Our aim is to diagnose and repair your notebook or netbook computer within 3 to 5 business days (Monday to Friday) under our Standard Service Level. We achieve this turnaround time in the majority of our laptop repairs. The diagnosis process may take time, especially if there are several faults, they are intermittent, or they require special repair techniques. The availability of parts may also delay the repair process, although we stock on site a selection of spare parts to ensure quick turnarounds. Please note that we operate on a “first in first served” basis and that job backlog may delay the progress of your repair. If you need your notebook repaired urgently, you can book your service request under a Priority Service Level (an upfront fee of $99 applies). Under the priority level, you essentially jump the queue at each stage of the repair process. We book your service request and immediately hand the job over to a technician who drops any task at hand and carries out a diagnosis on your laptop. Should a part be needed, it is ordered straight away. Once the part is received, your job is immediately worked on, tested and returned the same day (if testing is successful). Note that part delivery times could range from an overnight delivery to several weeks, depending on availability and the supplier’s location. So in effect, the service request takes place as soon as feasible and takes precedence over other repairs booked under a standard service level. A priority fee, collected upfront, applies for this level of service and is not refundable in the case of delays in part sourcing. top

Can you diagnose my laptop over the phone?

Unfortunately, we may not be able to accurately diagnose a faulty laptop without physically testing it. There may be multiple faults that cannot be identified over the phone. Even if you have some technical skills, please allow us to examine your laptop in our controlled, anti-static environments at our service centres. This will provide a safer and more accurate diagnosis. Please note that you may void any warranty cover if you attempt to repair the notebook or netbook yourself.  top

Can you arrange to pick-up and/or return my laptop by courier?

Yes, we can arrange for a courier to pick-up and/or return your laptop regardless of warranty status.  (Toshiba warranty includes complimentary local pick-up and delivery service)  top

What should I give you with my laptop when I am seeking a repair service?

You must complete and sign a Service Request Form, which would provide us with all the necessary information about your laptop to perform the repair service. When experiencing a power related fault, please include the laptop’s battery and the power adaptor. Please do not provide us with any other accessories other than the recovery CDs for your laptop (if available). top

Can you estimate the cost of the repair?

In some instances we will be able to provide you with a verbal estimate of the cost of the repair before booking in your laptop for service. However, often the laptop will need to be booked into our system and assessed before we can provide you with an accurate fault diagnosis and the cost of the required repair. top

How do I know if my notebook or netbook is still under Toshiba manufacturer warranty?

You can check the warranty status of your laptop online. You would need the model and serial number of your laptop.  We can also check the warranty status for you. Note that you don’t need to provide us with proof of purchase if your warranty policy is registered with the manufacturer. top

What is covered by the manufacturer warranty?

The service provided to you will be governed by the terms and conditions of the manufacturer warranty policy and generally covers parts and labour only and excludes software faults, data related issues, consumable items such as batteries, physical damage and liquid spills. Any service request outside the manufacturer warranty policy is chargeable to you at our prevailing rates. top

Do you need proof of purchase before you can repair my laptop under manufacturer warranty?

Yes, in some cases, we will need to see proof of purchase in the form of an original invoice. Note that you don’t need to provide us with proof of purchase if your warranty policy is registered with the manufacturer. top

How long do you guarantee out-of-warranty repair work?

We guarantee all of our out-of-warranty repair work for 90 days from invoice date, subject to our ability to diagnose and remedy the reoccurring fault and subject to our ability to source the required parts. In the unlikely event that the same fault is experienced, we will treat the re-work as a priority and complete the repair as soon as possible at no additional charges (subject to our Service Terms and Conditions). This guarantee is void if there is any evidence of tampering, misuse or accidental damage including liquid spills. top

How do I know when my laptop is ready for collection?

We will call you when your laptop is ready for collection. We respectfully request that you do not call us for progress reports as this slows down the repair process. top

What methods of payment do you accept?

We accept payment by cash, debit cards, Visa, MasterCard, or bank cheque. We also accept American Express, although payment by American Express will attract a 2% surcharge. Personal cheques and company cheques are not accepted without prior arrangement and they must be cleared before the release of your laptop. top

Do I pay now or on collection?

In the case of all out-of-warranty service requests, we collect an upfront prepayment of $88 which is then credited to the total invoice amount. Full payment of the total invoice amount is due upon collection of your laptop unless your company has an approved account with us.  top

Can I open an account with you?

Accounts are available for corporate and business customers only, subject to head office approval. We do not operate accounts for individual customers. top

Do you provide credit?

Unless the service provided is covered by warranty or is on account, payment is strictly due on collection of your notebook or netbook PC. Your laptop will not be returned until payment is received (we retain a security interest in your laptop until full payment is made). top

Can you return the box I send the laptop in for repair?

Yes. However, you will need to specifically ask us to return the box to you in the Service Request Form. top

Can you fix all notebook / netbook related malfunctions?

Our technicians are experienced professionals and receive regular training. They have repaired thousands of laptops in their careers and there are very few problems that they cannot resolve. top

Can you increase the speed of my laptop?

We can advise you on the most cost effective solution to increase the speed of your laptop. Our qualified technicians can then install the necessary components and perform a system-wide tune up on your laptop to enhance its performance. top

Can you increase the memory and hard drive size of my laptop?

Yes, we can perform memory and hard drive upgrades on almost all laptop models. Please ask us for a quote. top

Do you carry spare parts?

Yes, we carry a select range of new spare parts as well as second hand spare parts. We hold accounts with all major part suppliers and we can usually obtain parts for your notebook in a matter of days. However, please note that some parts may not be available in the market, particularly for aged models. top

Will you send my laptop to a third party to repair?

Our technicians carry out most of the repairs in our own service centre at Rosebery. In the event that we need to engage a third party, such as a data recovery specialist, we will advise you of this fact and manage the repair process for you. top

Can you assist me with on-site repairs?

No, due to the nature of the repair process we only undertake repairs at our service centres. Laptop components are highly sensitive to static and dust so they should only be tested and repaired in sterile and fit-for-purpose work environments. top

Do you offer data recovery?

Yes we do. We can carry out data recovery attempts from any media. We attempt basic data recovery in-house and if not successful we refer the request to our specialist partner of many years who have the expertise and equipment to carry out advanced data recovery attempts in a specialised laboratory environment. Our data recovery prices are approximately half the industry norms and our recovery success rate is very high. top

How do I obtain service?

You can book your service request in 3 easy ways. You can book your service request online and we would take care of the rest OR you can drop in at our Rosebery service centre for over the counter booking, no appointment necessary OR you can call us toll free on 1300 LAPTOP for assistance. Whichever method you choose, we are ready to serve you and deal with your service request as soon as possible. top

What sort of problems can you fix?

We are laptop experts and can fix any laptop related faults including damage resulting from accidental drops, overheating, electrical surges, liquid spills and damaged power jacks. We are experts at software issues as well and can tackle viruses, spywares and malwares. We can also perform memory upgrades, hard drive upgrades and other performance enhancement services. top