Straight answers to common questions

You get a firm price before any work begins, and it does not change afterwards. Our programmes run from $999 to $9,999 and every price is published on the pricing page — anything above $5,000 carries a written justification setting out exactly what the money covers. The initial check is always free, and we will tell you plainly if a cheaper option would serve you better.

No. We back up before we work on anything, we never browse your personal files, and nothing is deleted without your explicit written permission. If a device arrives already failing, we image it before attempting any repair so the data is protected first.

Yes. On-site work is included in every programme — the Home Visit Support programme from $1,499 covers a full day across your whole list, and the larger installation programmes include several days on site. Some work, such as screen replacement, data recovery and console repair, needs workshop equipment, so those devices come to us and we collect and return them.

You do not pay for a repair that did not happen. Diagnosis is free, data recovery is strictly no recovery, no fee, and if a repair is not economically sensible we will tell you plainly rather than take your money. We would rather lose one job than a household that trusts us.

Most phone screens and batteries are done the same day, often within two hours. Laptop work is typically one to three days. Data recovery runs from two days to two weeks depending on the damage. We give you a realistic estimate upfront and telephone you if anything changes.

Twelve months on parts and labour for repairs, written on your receipt rather than merely promised. Fitted SSDs and memory carry two years. Console repairs carry six months. If the same fault returns within the warranty period we fix it again at no charge.

No, and we mean that. A large part of what we do is teaching people who were never taught, at whatever pace suits them. We do not use jargon without explaining it, we do not sigh, and we do not rush. Many customers come to us precisely because family members lost patience.

Not at all. Every programme can be bought outright as a one-off. The annual care programmes exist because many households prefer one predictable yearly cost to unpredictable per-incident bills, but they run for a fixed twelve-month term with no automatic rollover — we send a renewal reminder with a clear opt-out, and you are never billed by surprise.

Yes, this is one of our most common requests. We can visit them, simplify their device, block scam calls, and set up Remote Helper so you can assist from anywhere with their permission each time. The Senior Care Plan includes a monthly human check-in call and notifies you of anything concerning.

Telephone us immediately — speed genuinely matters. Disconnect the device from the internet, do not use it for banking, and contact your bank. We offer same-day emergency appointments, remove remote access, secure your accounts and provide a written report for your bank. Nobody here will judge you; these scams are designed to fool careful people.

Your device stays in our own workshop and is never sent elsewhere. We do not browse your files, we work on forensic copies during recovery rather than your originals, and any copies we hold are securely deleted fourteen days after you collect. Photo scanning is done on our own equipment, never offshore.

We sell a small range of bundles — laptops, tablets and Wi-Fi kits — chosen for reliability rather than headline specifications, and fully set up before you collect them. We deliberately keep the range small, and we will happily advise you on something bought elsewhere instead.