Question 1

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

Accepted Answer

I am not an insured business and I do not provide a guarantee for my work.   Machines under a manufacturer specific warranty (Dell, HP, etc) or extended warranty with Harvey Norman, etc mean I am very limited with the support I can provide. If there is a hardware fault, you will need to refer back to them. I can assist with the liaising process, at my normal hourly rate.  All new products come with a manufacturers warranty of 1 year so if anything goes wrong and the product is still under warranty I will send it away for warranty replacement.

Question 2

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

Accepted Answer

Q: How much do you charge per hour? Q: Do you have a call out fee? Q: What's your minimum fee? Q: How quickly can you get here? Q: Do you service my machine at home/work or do you take it away? Q: If it looks like it's going to be a big job, do you cap your work? Q: If you install any software, are they all free or is a subscription involved I should know about?

Question 3

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

Accepted Answer

Q: My laptop won't even turn on, what's the problem?  A: You're battery has probably gone completely flat. Recharge your laptop for about 18 hours without using it and then see if it works. Otherwise, take the battery out, plug the power back in and then try turning it on. If it's still not working, then contact me.  Q: My machine is running really slow, what can I do? A: It depends how old your machine is. 1 human year = 15 computer years; so if you're machine is 6 years old then it's getting on a bit. A lot of things could be causing this issue so giving me a call is the best option.  Q: I get loads of spam emails. They're driving me nuts! A: This depends on which program are you using to get your emails, Outlook Express, Outlook, Windows Mail or Windows Live Mail, or even online.  Outlook Express doesn't have a junk email filter so if you're still using that upgrade FAST! It's unsafe and should not be used. It can also be the fault of your Internet Provider and their spam filter not being good enough (BigPond for example).  Q: My BigPond emails won't send A: This is BigPond's fault, plain and simple. They are the last company on the planet to still use 'port 25' to send emails. This has been unsafe for about 6-8 years but BigPond are useless and haven't changed it. Most other companies use port 587. Contact BigPond on 133933 and complain. If they still say it's not their fault (which they will) then call me.  Q: My printer, mouse, keyboard or other device doesn't seem to be working. A: This happens a lot with Windows XP. Try unplugging it and put it into a different USB port and see if XP then notices it. If it's still not working, call me.  Q: I keep getting a screen saying Load System Restore or Last Known Good Configuration. A: Your machine didn't shut down properly, either from a power cut or running out of battery. When the message comes up, choose the 'Start Windows Normally' option instead. Don't turn your machine on and walk away! :)

Question 4

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

Accepted Answer

I provide an honest and competitive service.   I make sure I speak in a way people will understand, rather than getting too geeky.  I don't speak like that and neither do my customers so I try and break it down as much as I possibly can.  Keeping I.T. Simple is my motto.

Question 5

Why should a customer hire you over another service provider?

Accepted Answer

I offer a competitively priced service, providing on site support for home users and small businesses. I offer a quick response time and quick solution, depending on the circumstances.

Question 6

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

Accepted Answer

Quotes for general support cannot be provided as I cannot guarantee how much time a job will take until I arrive on site.  However, most virus removals and take around 3 hours. Services can take between 3 and 6 hours, but I usually cap it at 3.  If you wish to have a quote for a new system for example, please let me know your budget, what you will be using it for and whether you need extra software, such as Microsoft Office. This gives me a much better starting point to build a machine to your specifications.  I do not offer quotes for notebooks. It is best to actually see the notebook yourselves so visiting Officeworks or Harvey Norman is what I recommend. This way you can see what offers they presently have and whether you like the keyboard layout.  Please remember that no new machine comes with Microsoft Office; they only give you a TRIAL VERSION. You must pay for the full version.  I can provide a PC or notebook purchasing guide upon request.

Question 7

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

Accepted Answer

1. Passwords! Please, please, make sure you have your passwords for your internet provider: BigPond, Optus, etc.  2. Make sure you have all the discs you might need in case I need to reinstall or repair anything.  3.  If we're transferring data, please have an external hard disk available for me to use. A purchase from Officeworks may be necessary.

Question 8

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

Accepted Answer

I do not provide any special offers but I do provide competitive pricing on all products and services.  Simple I.T. is partnered with Scorpion Technology so you can be assured that the products are of the best quality and are guaranteed to be working upon arrival.  I also purchase small items off eBay to save my customers money, especially for Apple after market products, notebook batteries and power supplies.  I use free software wherever possible, including for anti-virus software. 90% of the computers I look at that have a virus have Norton installed. So why pay for a product when it doesn't protect you?

Question 9

What makes your pricing competitive?

Accepted Answer

I am a small business owner and I do not have a shop so my overheads are very low in comparison to other I.T. businesses in the region.  I charge by the hour with a minimum charge of 30 minutes.

Question 10

How do you normally charge for your service?

Accepted Answer

I charge by the hour for labour. Parts and materials depend upon those required.

Question 11

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

Accepted Answer

I specialise in home support. If I can fix something at your home then I will but if it looks like it's going to take a long time to resolve the issue, say for clearing a virus, transferring data from an old machine to a new one, or servicing a machine.  I do not have a shop so if I need to take your computer away to fix it, I will simply take it home and work on it there. It's not fair on you for me to sit around waiting for virus scans, data transfers or defrags to complete as they can take a seriously long time.

Question 12

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

Accepted Answer

I have over 10 years experience as an I.T. technician, providing support for software and hardware faults.  I have substantial experience with Windows operating systems and some with Apple. I do not support Linux.  I provide software solutions that do not require a subscription; including anti-virus, spyware, registry cleaners, defraggers, internet browsers, etc.  I can provide upgrades or replacements for desktops and notebooks.   I also offer full systems through my partnership with Scorpion Technology.

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