Disclaimer
The First Two Questions Most People Ask
How much do we charge and how long it will take. This is a logical question, but a difficult one to answer, just ask any technician. Most situations require a technician to either connect remotely or to physcially sit in front of the customer's computer to look and listen for the problem(s). Nothing againest the customer, but we as technicians know how difficult it can be for the average person to accurately describe a computer problem.
Small Business Maintenance Packages / Blocks of Time
When a customer purchases one of our Small Business Maintenance packages or a block of time from Expert Computer Help, it is at that point the customer has agreed to pay for such services in full before services are rendered. This is how the customer is able to receive such great discounts. After the customer's funds are received they have 30 days to use their hours, otherwise they will lose their hours as well as their funds. Unless other arrangments have been made, there are no refunds.(Blocks of time or maintenance plans should not be purchased unless you plan on using them within 30 days)
Fortunately for Expert Computer Help, we have never been asked for a refund due to a miscommunication or an unsatisfied customer.
On-Site Services
Prior to our On-Site arrival, when customer agrees "over the phone" to pay our current rate, we have to assume the customer is fully aware and is prepared financially.
When a customer calls for service they do their best to describe the computer problems. Unfortunately for the the customer this is not as easy as they may think. There are many technical terms and jargin that go into describing exactly what is wrong with a computer that the average person will not be familiar with. When the technician is finally sitting down infront of your computer, it is at that point that he can see "exactly" what is going on and can better explain it to you.
All of Expert Computer Help's customers must remember when troubleshooting computers, hardware, software, and networks sometimes things don't go as planned or weren't what they seemed to be. Remember, Computer troubleshooting is anything but routine and can sometimes exceed the expected given time.
When a customer agrees to hire Expert Computer Help for On-Site Computer Service, It means they have verbally agreed to pay our going rate and are now awaiting our arrival and to pay us regardless if their technical problems are fixable or not. Our going rate is subject to change based on availability and driving distance.