What are your opening hours?

·        Monday to Friday from 9:00 am to 5:30 pm (all stores)

·         Saturday from 10:00 am to 3:00 pm (42 Pitt St, Sydney & 1/ 4 Mort St, Canberra)

Which brands can you repair and/or service?

Although we specialise in Toshiba laptops, we are qualified to repair and service all laptop brands. We have solid experience in the repair and service of major brands such as HP, Dell, Acer, Compaq, IBM, Lenovo, Fujitsu, Sony and Asus.

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

Yes, a Diagnosis Fee applies to all non-warranty repairs. This fee is designed to compensate us for the time spent on diagnosing the problem and on accurately costing the solution including the cost of parts. This fee is waived if you proceed with the repair. However, if you decide not to go ahead with the repair for any reason, the Diagnosis Fee becomes payable. Please note that this fee is applicable even if we determine that your laptop is not faulty, that the fault cannot be repaired, or if you decide not to proceed with the service request.

How quickly can you repair my laptop?

Speed of service is one of our key objectives. Our aim is to diagnose and repair your laptop within 3 to 5 working days under our Standard Service Level. We achieve this goal in the majority of cases. Diagnosis may take time especially if faults are intermittent, several or require special repair techniques (we will advise you along the way if progress is slower than the norm). The availability of parts may also delay our progress, 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 laptop repaired urgently, you can book the service request under a Priority Service Level (additional fee applies). Diagnosis and repair under a priority service level takes place as soon as practical, usually within 24 hours and takes precedence over repairs that are booked under a Standard Service Level. Please refer to ‘Service Level’ on our website for more information.

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, allow us to examine your laptop in our controlled, anti-static environment of our service centre. This would provide a safer and more accurate diagnosis. Please note that you would void any warranty cover if you attempted to repair the laptop yourself. 

Can you arrange to pick-up my laptop?

Yes, we offer a complimentary pick-up service from metro areas. Please refer to ‘How to Obtain Service’ on our website for more details. Alternatively, you can organise your own delivery. However, please make sure that you include a Service Request Form with your securely packed laptop. Of course, you are more than welcome to drop your laptop to us in person at our stores at any time during our opening hours.

What do I give you with my laptop when I am seeking service?  

You must complete and sign a Service Request Form. The completed form provides us with all the necessary information to perform the service you need. You can find the form on our website. When experiencing a power related fault, please include the laptop’s battery and the AC adaptor. Please do not provide us with any other accessories and/or peripherals. If requested, please include all recovery CDs.

Can you estimate the cost of repair?

Yes, we can provide you with a verbal estimate of the cost of the repair before booking in the service request. However, if you require accurate costing or a written quote (including service and parts), a Diagnosis Fee is applicable. Please note that we will seek your consent before proceeding with a service that we determine could exceed our standard service fees or cost estimate.

How do I know if my laptop is still under warranty?  

We can check this for you. Please tell us the make, model and serial number of your laptop and we will check its warranty status online for you.

What is covered by the manufacturer’s warranty?

The service we provide is governed by the terms and conditions of the manufacturer. Normally, a manufacturer’s warranty covers repair, parts and labour only and excludes consumables such as batteries. Any service request outside the warranty cover will attract charges at our prices. In all cases, warranty does not cover software installations or software and/or data related issues.

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

Proof of purchase is only required if you ask us to remove the bios password or if the repair service is required under an international warranty cover or an extended warranty cover. In this case, we will need to see proof of purchase in the form of an original invoice.

How long do you guarantee repair work performed on laptops without warranty cover?  

We guarantee our repair work (labour only) for 90 days. This guarantee is void if there is any evidence of misuse or accidental damage. If new parts are used to repair a laptop, those parts may be covered by a manufacturer’s warranty.

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

We will call you or advise you by SMS when your laptop is ready for collection. We respectfully request that you don’t call us for progress reports as this slows down the repair process.

What methods of payment do you accept?  

You can pay by EFTPOS, Visa, MasterCard, Cash or Bank Cheques. We also accept Amex, although payment by Amex attracts a surcharge. Personal cheques and company cheques are not accepted without prior arrangement and they must be cleared before the release of your laptop.

Do I pay now or on collection?

Payment is normally expected on collection but we occasionally require full payment upfront if the required part is a customised order.

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.

Do you provide credit?

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

Can you arrange the return of my laptop?

Yes, a complimentary return service is included in your Toshiba warranty cover. For non-warranty repairs, we can arrange return by courier for a small fee. Please refer to ‘How to Obtain Service’ on our website for more details.

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 in the Service Request Form.

Can you fix all laptop 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. However, please note that in some cases, the parts that are required to repair a laptop may exceed its value. In this case, you will only be liable for a Diagnosis Fee.

Can you increase the processing speed of my laptop?  

We can advise you on the most cost effective solution to increase the processing 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.

Do you do memory and hard drive upgrades?  

Yes, we can perform memory and hard drive upgrades on almost all models.

Do you carry spare parts?

Yes, we carry a select range of new spare parts as well as second hand parts. We have accounts with all major part suppliers and we can obtain parts usually by next day delivery.

Do you send laptops for repair by a third party?

Our technicians carry out most of our repairs in our own service centres. We manage the process for our customers in the event that a repair requires the involvement of a third party such as a data recovery specialist.

Do you do on-site repairs?  

We only undertake repairs at our stores. We ask you to deliver your laptop to your nearest Lapy King store or let us arrange a complimentary courier pick up (please refer to ‘How to Obtain Service’ online). Laptop components are sensitive to static and dust so they should only be tested and repaired in sterile and fit-for-purpose work environment. Pleased note that if you have a Toshiba laptop that is still under the Toshiba warranty cover, you can benefit from Toshiba’s free pick up and return repair service.

Do you have special offers?

Yes, we regularly bundle together special packages where substantial savings are offered to our valued customers. Please contact us for the latest store based deal or visit our online shop for our latest Best Buy or Hot Deals.

 CONTACT US NOW ON 1300 LAPTOP (1300 527 867)