FAQ
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Why should I choose ITech?
There are several things which set ITech apart:
1. We come to you - no packing your computer up and lugging it round.
2. Generally, Same Day Service services are requested before 10am, Monday through Friday.
3. Our I-Techs are certified technicians and have had extensive experience in the in the industry, ensuring the quickest solutions for our customers.
4. We are on-call seven days a week - so no matter what day of the week, our I-Techs are at your service.
5. Customer Service Quality that is unparalleled.
6. Plain English! - We pride ourselves on our effective communication skills and speak plain English so we can explain what we're doing and why.
7. Entirely Australian Owned - and proud of it!
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I'm a home computer user, not a business; are ITech's services still available to me?
Of course! We provide computer solutions for homes AND offices, from basic home setups to large enterprises and everything in between.
What kind of computer services does ITech offer?
We provide expert, appointment-based, generally same day, onsite computer help, repairs and services. We cover a wide range of computer issues - just about any type of computer support our customers need. This includes hardware and software repairs, system security solutions, wireless and wired networking, data backup and recovery solutions and virus/spyware prevention and removal, just to name a few. If you need it done, our I-Techs can do it!
Is there a ITech technician near me?
Yes, ITech currently services Melbourne and the Gippsland region. If you are not sure please contact us.
Is it easy to book the services of a ITech technician?
Easy as can be! Just call us and speak with one of our friendly Customer Service Reps who will run you through our services and costs, collect the necessary information about the problem you're experiencing and book an appointment time that's convenient for you on the spot. Shortly after that, you will receive an email or an SMS direct to your mobile with the name of your I-Tech, a booking reference and your confirmed appointment time.
Are your technicians able to explain the service in plain English?
Yes! ITech has a rigorous selection process for all of our I-Techs so as to ensure, amongst other things, that all of our technicians speak fluent English. Our I-Techs will not confuse you with complex technical jargon; they can all explain even the most complicated issues in simple, plain English.
When are appointments with your I-Techs available?
Your computer doesn't always wait until the working week to misbehave, therefore we're on-call seven days a week! Check the Terms and Conditions regarding After Hours Service.
What hours can we call you?
Our friendly Customer Service Representatives are ready and eager to take your call 9am-5pm Monday through Friday, the After Hours number and rules apply to times oustide this period.
What forms of payment does ITech accept?
For your convenience and security, we accept payment by Cash, Cheque, Direct Bank Deposit and Paypal. At the time of booking your appointment. At the end of the service, we will also provide you with an invoice and receipt for your records. No fuss! Approved business clients can also apply for an account with 14 day terms. Refer to Terms and Conditions for full details.
How much do your services cost?
We have a flat callout fee and a simple hourly rate according to whether you're a home or business, billed in one hour increments after the minimum one hour service. If the immediate problem is completed before the minimum one hour service, our I-Techs will be delighted to spend the rest of the hour optimising your system and answering any other questions you might have.
What services do your fees cover?
Our service fees are strictly time-based, meaning you can have our I-Techs working on multiple computers and/or problems at once without getting hit with extra charges - our I-Techs are terrific multi-taskers and can therefore often knock over multiple issues simultaneously. Please note that naturally, the service fees do not include hardware or software, which we can offer at very competitive prices.
How much time will it take to resolve my computer issue?
It largely depends on the nature of the issue, however, most of our onsite services are completed within the first hour. If the service is going to take longer, your I-Tech will provide you with an estimate and get your approval before proceeding further. Be assured that, where possible, our technicians will always perform the services quickly, onsite, so you can be up and running again as soon as possible. If it is necessary to take your computer offsite to repair, you will be given a fixed quote for you to approve beforehand. No surprise bills or extra charges!
What can I expect of my I-Tech?
You can expect one of our friendly qualified technicians, to be on time and introduce themselves upon their arrival. Clear communication is our number one priority, so you can expect your I-Tech to keep you thoroughly informed as to what is going on from the moment he/she arrives onsite. Shortly after arriving, we will give you a diagnosis of the problem and an estimate of the time it will take to fix, as well as keep you updated throughout the service, so there are no surprises.
What makes ITech technicians so special?
All our I-Techs have many years of professional experience and/or possess industry certifications, providing advanced knowledge in all areas of computer repair and support. You see, each and every one of our I-Techs has been carefully selected before they join our ranks; we make sure that they have the appropriate technical accreditation, experience and, above all, a great personality.
How do I keep from losing my data?
Computers are complicated machines and data loss is therefore always an unfortunate possibility. This is why we are so enthusiastic about all of our customers having appropriate backup solutions in place because it's the only way to really protect yourself from data loss. We highly recommend that you always keep a backup of your critical files so you are never at risk. However, if necessary, we can also offer back-up services before we start any work onsite. In the event that you have ALREADY lost invaluable data through hardware failure or deleted files, our qualified technicians can often recover lost data and provide onsite training on how to correctly backup to avoid future data loss.
Can I buy hardware or software from ITech?
Of course! For your convenience, our technicians drive fully stocked vehicles so that they can fix most problems on the spot. If the required part isn't immediately available, we will organise it for you as soon as possible and make a return follow-up visit for which the callout fee will be waived.
What if the repairs can't be completed onsite?
Sometimes, like in the instance of extensive data recovery, our computer repair services cannot be completed onsite. In this event, your I-Tech will give you a fixed quote for the offsite repair of your computer as well as let you know when it will be returned. You will also be kept up-to-date at all times on the progress of your repairs while it is offsite. We do ask you to sign a form, authorising the removal of your hardware to take offsite for repair.
What if I want to cancel a service with ITech?
No problem! Please just call our customer service line TBA at least four hours before your scheduled appointment time and let us know!
Does ITech offer maintenance contracts for ongoing support of business customers?
Yes we do, we can meet with you and discuss your exact needs and then offer you a tailored flexible solution which can be varied if your situation changes by agreement by both parties. In return for partnering with ITech as your IT vendor you can expect hours at significant discounts which can be used for onsite, phone and remote support. Please click here to arrange meeting to discuss your needs.
Does ITech offer training?
Absolutely! We are delighted to offer inexpensive in home or office informal training no matter what your training need. Our I-Techs are experienced in training both individuals and groups in all facets of how to get the most out of their computer. Please click here to contact us for more information - we're only too happy to help!