Question 1

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

Accepted Answer

Our business and premises and fully insured and we give a 2 year guarantee on all parts and materials. Labour may or may not be covered, depending on the nature of the job. Virus repairs are NOT guaranteed as actions by the user cannot be anticipated or controlled.

Question 2

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

Accepted Answer

We have been in the IT business for over 15 years and had previously been concentrating on web development work but assisting customers and friends with their IT problems as a secondary line. After those enquiries became more frequent and our reputation spread we decided to turn this into a full-time business over 18 months ago and have not looked back since.

Question 3

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

Accepted Answer

"Recommend calling these guys - they are there to help and quick to identify problems"   "The staff at IT Guys gave helpful information to allow my computer to work again at least for a while. However it became too slow to function and I had a new computer purchased."   "Good service and owner/manager very friendly and welcoming"   "Look no further the IT Guys are the experts to sort all your computer issues efficiently"   "I contacted the IT Guys in Subiaco, Perth to assist with a connection problem on my laptop. They spent a lot of time trying to fix the problem, obtained a new jack and did loads of testing. They are very professional and don't like a problem to beat them."   "Nice people and very helpful. I would recommend the IT guys to anyone."   "Very quickly fixed all the problems on my laptop. All problems were quickly fixed on my laptop which I hadn't been able to use properly for a few months. It was fixed within a couple of hours, so a very fast service and lovely people who know their stuff! I wish that I'd sought them out sooner!"

Question 4

What do you like most about your job?

Accepted Answer

We pride ourselves in being able to fix peoples problems and take the complexity and frustration out of their computing needs. We believe computers are tools that should be easy to use and save you time and effort, not create problems and use up your precious time.

Question 5

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

Accepted Answer

Q1 - Where is your office located.  Q2 - Why should I trust you. Q3 - Do you have any testimonials Q4 - (if coming to your house or business) Do you have Police clearance you can provide in advance of your visit. Q5 - (if coming to your house or business) Will the person visiting me have English as a first language and be able to easily communicate with me. Q6 - Do you guarantee your work. And if so for how long and how can I claim such a guarantee if required.

Question 6

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

Accepted Answer

We are frequently asked about how we charge our services.  We inform our customers that we prefer them to bring their computer to our office in Subiaco so we can assess the item. We charge a $60 fee to test and provide a detailed quote to remedy the problem. If the client decides to go ahead with the quote, we deduct this value from the final price.

Question 7

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

Accepted Answer

The IT guys have scores or testimonials from satisfied customers throughout the Western Suburbs and our technicians are all IT professionals who have English as a first language and can easily communicate and understand the needs of our clients. Please be wary of so-called "Geek" and "one-man-band" "mobile" services who come to your home or business. You have no idea about their legitimacy, qualifications, training or possible ulterior motives (if any), reputation and business legitimacy. We like to give our clients the opportunity to visit our business premises to save our clients money but also to assure them that we are a reputable and legitimate organisation staffed by trustworthy people.

Question 8

Why should a customer hire you over another service provider?

Accepted Answer

We prefer customers to come to us where we can offer them a cheaper and less costly service but we will also go to site if necessary. The IT Guys(WA) are NOT a one man band or a faceless mobile chain from over East that will employ anyone.

Question 9

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

Accepted Answer

Before providing a quote, we need to know   1) The exact problem being faced 2) The age and make of the computer 3) The operating system (Windows XP, Vita, 7, 8 or Mac etc) 4) When this problem started 5) What steps have you already done to try and fix the problem

Question 10

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

Accepted Answer

Tips for saving money before contacting us  Refer to our Blog for hundreds of hint n Tips on self-help fixes.  http://www.itguyswa.com.au/blog/  Some Quick Tips  1) Try a full power off and Power on and leaving for at least 30 seconds. You will be amazed how many problems this fixes.  2) Many problems are caused by computer viruses or malware. Make sure your anti-virus is current and up-to-date, then perform a FULL-SCAN (not a quick one) and see if that picks up any problems  3) download a free copy of cCleaner and try and cleanup the temporary files and registry issues. restart the PC and see if that fixes the issues.

Question 11

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

Accepted Answer

Mention Oneflare and we will give ALL customers a 10% discount on our normal rates if you bring the job to us in Subiaco. Call out/mobile services will be charged as mentioned.

Question 12

What makes your pricing competitive?

Accepted Answer

We prefer clients to bring their problems to us in Subiaco (2/224 Rokeby Road) in this way we can keep prices down by avoiding travel time.

Question 13

How do you normally charge for your service?

Accepted Answer

For jobs such as Laptop screen repairs or building new PC's we are happy to quote on a lump sum basis. Jobs that involve call outs or repairs such as Virus removal, unresponsive computers etc we will need to analyse before providing an estimate. If a device is brought to our office we will give it an inital FREE 10 minute estimate. For detailed testing and a fixed quote we charge $60

Question 14

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

Accepted Answer

No, we are a generalist IT company. We work with PC's, Servers and devices. Microsoft and Macintosh and various flavours of Linux. We troubleshoot and analyse your problem initially and then fix on site or back in our workshop in Subiaco.

Question 15

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

Accepted Answer

Our staff have a combined experience of over 60 years in the IT industry, the majority have IT degrees or bachelor and some have Microsoft certification. If we have to attend a site to carry out work, we will send the most suitably qualified technician available.

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