Question 1

Are you an insured business and do you guarantee your work?

Accepted Answer

We offer a 14 Day Satisfaction Guarantee - which basically means if you're not happy with the work we've done for you, we will strive to reach a happy outcome. All you need to do is contact us within 14 days of your appointment time with some details of your ongoing issues...

Question 2

How did you decide to get into your line of work?

Accepted Answer

We've been passionate about computers and technology since we were kids. It began with screwdrivers being confiscated as items were being dismantled left, right and centre. This turned into a passion for electronics, and when the Commodore 64 was introduced into Australia, computers become the focus. Since then, we've witnessed and played with the birth of the internet in Australia, the progression of processing power (from the Pentium 100Mhz upwards), and the many incarnations of new & assorted technology.

Question 3

Do you have a favourite customer story you would like to share?

Accepted Answer

Recently a client came to us with a massive problem - a virus had taken over their computer and had infected internet explorer, firefox, and other browsers.   They could not get to any sites as the virus would randomly redirect them. This was interrupting their ability to run a small business and was frustrating them.   We quoted them a 1 hour timeframe, but ended up spending over 2 hours on their computer. Finally, we fixed their problem, after much research.   Their computer was good to go, and we stood by our initial quote. They were really happy with the service and left us an unsolicited review.

Question 4

What do you like most about your job?

Accepted Answer

Helping people out with their computer problems, and getting to know them in the process. Everyone has a unique story, and we often find ourselves having a good old friendly chat with our clients!

Question 5

What questions should a customer ask to hire the right service professional?

Accepted Answer

Questions to ask when you're looking for a computer technician:  1. Have you faced a similar problem before and how did you go about fixing it?  2. Do you charge a callout fee?  3. Do you offer a guarantee?  4. Do you have some testimonials i can view?

Question 6

What questions do customers commonly ask and how would you answer them?

Accepted Answer

Our clients as all kinds of questions, but one of the most common is 'how did you get into this line of business?'. We generally answer with a brief history, explaining how we got into the field, our passion (& obsession) for technology since we were young, and a funny story or two.

Question 7

What makes you the most reliable and trustworthy person for the job?

Accepted Answer

We cannot comment on other's performance and trustworthiness, but can confidently say that we leave our customers happy & satisfied. Personally we value exceptional customer service, and honestly believe in creating loyalty by treating our clients well.

Question 8

Why should a customer hire you over another service provider?

Accepted Answer

Whilst we don't make a habit of 'naming and shaming' other 'onsite computer support' companies, from our experience we have found many big name 'onsite geek' type places are overprices. We aim to be affordable, personable, and profesional - from the initial call to after the job is completed.

Question 9

What are the typical things that you need to know before you can provide a quote to a customer?

Accepted Answer

To help us solve your problem, we need to know:  1. What the problem or challenge is. 2. The type of computer you own (Mac / PC - Laptop / Desktop) 3. The model number of your computer (usually on the back or underside) 4. An error messages you're getting 5. What happened before the problem started. 6. Any other info you think may help.  The more information you give us, the quicker we can solve your problem.

Question 10

How can a customer save money before you start the work? Please give 3 tips

Accepted Answer

The best, quickest, and most effective way we can solve your computer problems and challenges is to give us as much documentation as possible before we arrive. If we can research your issue before we start, we will finish it quicker. Noting down the general problem, error messages, & strange behaviours will help us troubleshoot a lot quicker, resulting in a quicker outcome and an affordable rate!

Question 11

Are there any special offers you would like to offer to Oneflare customers?

Accepted Answer

We would like to welcome Oneflare customers by offering a 10% Discount on their first visit, and then a complimentary invitation to our 'VIP Club'. Our VIP Club offers 10% Off lifetime appointments.

Question 12

What makes your pricing competitive?

Accepted Answer

If you compare us to the bigger name 'onsite geek' type companies, you'll find we're substantially cheaper. Also, we're quick on our feet, which means we take only an hour to fix or solve a problem, when others take two. This makes us affordable, and our pricing competitive.

Question 13

How do you normally charge for your service?

Accepted Answer

We normally charge $120 for an hourly, onsite visit within our free callout zone. After this, we bill in 15 minute blocks @ $25 each (Basically $100 per hour, but we don't bill you for the whole hour if you don't use it)

Question 14

Is there a particular aspect of your trade or industry that you specialise in?

Accepted Answer

We specialise in supporting Mac users, since we use them ourselves and we know them inside out. Of course, we can help with iPhones, iPads, and other iDevices, including the Apple TV.

Question 15

What experience, skills, qualifications or training do you have to make you the right person for the job?

Accepted Answer

We've had over 20 years working with computers and technology. We started out tinkering back in the days before the internet, and have followed the field with a passion ever since.

Digital Sage Mac Service & Support

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