Why big support lines keep starting from zero
Large helplines are built to get through as many calls as possible, so the person answering works from a script and moves on as soon as your ticket is closed. Whoever picks up next has only a few lines of notes to go on. On top of that, your internet provider supports only the modem, the printer company supports only the printer, and the software company supports only its own program, so a problem that sits between them can leave you passing messages back and forth with nobody seeing the whole picture.
You talk to the person doing the work
The person you explain the problem to is usually the same person who fixes it. Your description doesn't get squeezed into a ticket and passed along to someone you'll never speak to, and when you call to ask how the repair is going, you're talking to someone who has actually had their hands on your computer and can tell you exactly where things stand.
One call for the whole picture
Plenty of computer problems turn out to involve something else, whether that's the router, the printer, or a piece of software. We'll track down where the problem actually is and fix what we can, and if your internet provider or another company does need to get involved, we can tell you exactly what to ask them for, so you're not left in the middle.
Straight answers in plain language
You can ask us questions in plain language and get a clear explanation of what's wrong, what your options are, and what each costs. If a repair is worth doing, we'll say so, and if your computer is getting to the point where replacing it makes more sense, we'll tell you that too, along with the reasons why.
When the work is done, you'll get a quick rundown of what we found and what we fixed, in words that make sense without a technical background. If something is likely to cause trouble down the track, such as a hard drive that's starting to wear out or a battery that won't hold its charge much longer, we'll mention it, so it doesn't catch you off guard later.
Tell the story once
If you're tired of retelling the same story to a new voice every time something goes wrong, give us a call or bring your device in. The person who listens to what's happening will be the one working on your computer, so you'll need to explain it only once.
