If it's genuinely the same problem
If the exact issue you brought your computer in for has come back, we want to know about it. We'll take a look, and if it turns out to be the same fault, we'll fix it at no charge, since you paid to have that problem solved.
It's also worth getting in touch sooner rather than later, because it's much easier to work out what happened while the details are still fresh.
If a virus seems to have returned
Viruses are the trickiest case, because two different situations can look identical on your screen. Some infections hide in more than one place, and if a piece of one survives the first cleanup, it can rebuild itself over the following days (that's the same problem, and we'll treat it that way). In other cases, the computer was cleaned completely and later picked up a brand-new infection from a shady download, a fake update prompt, or a link in an email.
When you bring it back in, we'll check which situation you're in. A resurfacing infection gets cleaned properly at no charge, whereas a new one is a separate job, and we'll explain what it is, how it likely got in, and how to avoid it happening again.
If a replacement part stops working
New parts occasionally leave the factory with a fault that only shows up after a few days or weeks of use. It isn't common, but a hard drive, battery, charger, or screen can fail early, even when it was installed correctly.
If something we installed stops working, bring it in and we'll test the part to find out whether it's faulty, then work out the next step from there.
If something completely different goes wrong
Computers are complex, and sometimes a new problem shows up after a repair that has nothing to do with the work that was done. A keyboard can fail a month after a screen replacement, or Wi-Fi can start dropping out after a virus removal, purely by coincidence.
We'll still take a proper look and diagnose it the same way we would any other job. Because it's unrelated to the earlier repair, it will most likely be a new job, and we'll talk you through that before any work starts.
When in doubt, just ask
You don't need to work out which of these situations you're in before getting in touch. Tell us what's happening and when it started, and we'll work out the rest together.
