FREQUENTLY ASKED QUESTIONS
How Long does a laptop repair take?
Service Turn Around Time
You have the choice of two service levels when booking a service request with us:
We book your job and place it in a queue. Service requests are then tackled by our team of technicians based on their position in the queue. We are acutely aware of the need to turn around jobs as quickly as possible. We are quite fast at what we do and what usually holds us back is the occasional wait for parts to arrive from the various suppliers. We regularly turn around jobs in a few days. So in effect, the standard service request is completed on average between 3 to 5 working days subject to parts availability and our ability to replicate the fault. There is no additional charge for this service level.
Under this 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 of $125, collected upfront, applies for this level of service and is not refundable in the case of delays in part sourcing.
We will DO OUR BEST to perform the service within the time indicated in the above levels, but we do not accept any liability whatsoever if we do not meet the advised date. The above estimates are a guide only as many factors can affect the time it takes to complete the service request.
How should I package my laptop for courier pickup?
Couriers Packing Instructions
Please follow the steps below to ensure the safe delivery of your computer to our service centre:
Back up all your data and retain copies of all software applications before sending your computer to us. During the process of repair, some or all your stored data may be lost.
Completely shut down your computer (no activity on the Hard Disk Drive light) and remove all connected cables and USB devices
Pack your computer in its original box or in a similar well-padded and strong box. Make sure that the computer fits comfortably to avoid damage to the box and consequent damage to the computer (please specify in writing on the Service Request Form if you want your box back). The weight of the box must not exceed 5kg and the box dimensions must not exceed L 50 cm x W 40 cm x H 20 cm or additional charges will apply. Note that a computer bag or carry case do not offer enough protection during transportation and should not be used
Use plenty of strong cushioning material such as bubble wrap to prevent movement of the items within the box and to absorb pressure and knocks (do not use shredded paper or similar material as they offer no protection from impacts)
Write the word FRAGILE (or place a sticker) on the box
If the fault is power related, include the computer’s power adaptor. Loop the cables loosely between your fingers and place the power adaptor in the box. Do not use the cable to knot tie the loops, do not crimp the cables and do not store the adaptor or any other item where it could put pressure on the laptop screen
Include the recovery discs if available. Do not send other accessories such as laptop bag, mouse and software applications unless we specifically request those items
Include a completed, signed and dated Service Request Form
Please note that we are not liable for any loss or damage caused during transportation (including but not limited to consequential loss). It is your responsibility to sufficiently package your computer to avoid the risk of any damage during transportation. You must make your own arrangements for insurance if you deem it necessary.
Is there a warranty on repairs?
Warranty On Repairs
We provide you with a 90-day labour guarantee from invoice date. 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.