FAQ’s

  • Why should a customer choose you over another service provider? If you contact us you will receive a fast response from the person who will likely provide your onsite support. We also offer a same day service at very affordable rates. We leave the tech jargon behind and speak to you in plain english so you know what we are talking about.
  • What experience, skills, qualifications or training do you have to make you the right person for the job? We have over 14 years of industry experience. Several years were spent in some of Australia’s leading Apple Centres (before Apple Stores were launched). Technical assistance was always the most rewarding part of the job.
  • Is there a particular aspect of your industry that you specialise in? We specialise in Apple computers, devices and related products. However we also recognise that a lot of people have mixed computing environments, therefore we assist with PC and Android devices also.
  • How do you normally charge for your service? We accept direct deposit from your bank to ours, cash or credit card payments through PayPal. Our preferred method of payment is EFT via your bank to ours.
  • What makes your pricing competitive? The fact that we do not charge a callout fee for customers within a 20km radius of our address, plus our low hourly rate makes us very competitive within this industry.
  • Are there any special offers you would like to offer your customers? We are currently offering a $20 credit on a return visit if your enquiry comes from our website. Please quote ‘websitecoupon’ to ensure you receive this gift on any follow up service.
  • How can a customer save money before you start the work? Please give 3 tips Please contact us directly via phone or email outlining the issues you are experiencing. Also when we are onsite, ask us about our free phone and internet assessment to save money on your monthly bills.
  • What are the typical things that you need to know before you can provide a quote to a customer? Please advise us of the computer make and model, operating system or information about any other products you would like assistance with. If you would like to purchase any products i.e. RAM Hard drives, let us know prior to arrival to ensure we have them with us.
  • Are you an insured business and do you guarantee your work? All our work is guaranteed with a ‘no fix, no fee’ policy. If we are unable to repair or diagnose the issue there will be no charge for the service. Our success rate is 100% to date.
  • What makes you the most reliable and trustworthy person for the job? We certainly pride ourselves in honesty and reliability. Our policy is to treat other people how we expect to be treated ourselves. To date we have never missed an appointment.
  • What questions do customers most commonly ask you and what is your answer? When should I upgrade? Is it worth fixing? Is there anything that can be done to speed it up? Why is my internet so slow? These are common questions which have a variety of answers depending on your situation, feel free to contact us to discuss any of this with no obligation.
  • What questions should a customer ask to hire the right service professional? Have you had experience? Are you familiar with this particular product? How long do you estimate the job to take? Can you provide ongoing support? All these questions are critical, in getting an understanding of how capable a person is for the job.
  • What do you like most about your job? We love technology and helping people utilise it to it’s full potential. Most people are only aware of a fraction of the things they can do with computers. A huge amount of time and effort can be saved when technology is put to better use.
  • Do you have a favourite customer story you would like to share? I guess one story that is a quite memorable for me personally, was when I was asked to come onsite by a lady having internet issues. When I arrived I immediately went through the typical procedure of diagnosing the problem. The device appeared to be completely dead: step one, is the power connected properly – and there it was… power plug not pushed all the way in to the socket (of course the cat got the blame). We continued to do a number of other things that urgently needed attention regardless, which filled in the remaining time.
  • How did you decide to get into your line of work? For me personally I had been working for years in Apple computer sales. I realised that I got far more enjoyment out of helping people with their problems than I did selling them new computers. It was only when someone suggested that I should start my own business that I decided to setup iHelpiSupport.