Do IT Better with Excalibur IT - Call 9456 7932 NOW

FAQ - Frequently Asked Questions

  • Home
  • Frequently Asked Questions

Frequently Asked Questions

Below are our answers to some of the Frequently asked Questions.  If you have a question about our services, that are not answered below, please give us a call on (02) 9456 7932 or drop us an email: FAQ email

What are your business hours?

We work Monday – Friday (8am-6pm)

Please note that, for onsite support only, 5pm-8pm Monday to Friday and 8am-12pm Saturday are considered Extended Business Hours.

How much do you charge?

We charge on a time-and-materials basis, based on Zones that are defined by your proximity to our office.  You can view our business and domestic support rates here.

Do you Support in my area?

We offer onsite computer support in Berowra, across the Hornsby Shire, and Upper North Shore of Sydney. You can view our list of on-site support locations here.

Why do you charge a one-hour minimum?

Our one-hour minimum enables us to keep costs down, not charge you a callout fee, and deliver the best value service.

Some competitors charge a fixed rate for repairs, why don't you?

Fixed Price repairs are often a marketing trick to try and secure your business. Frequently, you will find that businesses charging a Flat Rate for repairs may exclude certain types of repairs, or your particular problem may not qualify for their Flat Rate.  Often, businesses offering a Flat Rate make their money back, by charging a premium for parts which can be more than 200-300% of the actual cost of the part(s).  You may also be told you need to replace components that do not require replacement. 


We're honest and up-front with our charges. The reality is that some repairs take longer than others. If you do need parts, our aim is to secure them at the best possible price, and charge a realistic and fair cost for carrying out your repair and upgrade work. Unless carrying out an upgrade, at your request, we will only replace parts that absolutely have to be replaced, and only after consulting with you.

Do you charge more for same-day service?

No. We're a small business providing a personal and professional service to our Home and Small Business customers. Unlike some of our competitors, we will not charge you a premium for same day service. If we can get to you the same-day, we will.

What happens if my repair takes more than an hour?

Unless there is a physical fault with your machine, most issues are resolved in the first hour. We will usually know within the first 15-20 minutes and will let you know your options, so you can then decide how you want to proceed.

What happens if my repair takes less than an hour?

Most problems can be solved in under an hour, and we encourage our customers to make use of any remaining time. Talk to your Technician.

How does Remote support work?

We ask you to install some software on your computer that will allow us to connect to your computer. Once you have done that, we will ask you to run that program and provide us with the passkey. Once connected we will be able to take control of your PC and diagnose / resolve your problems.

NOTE: A working ADSL / ADSL2+ or NBN connection is required to enable us to connect, and work efficiently on your machine. If you do not have these, you will need to use either our On-Site or Off-Site services to resolve your computer problems.

What if my computer is broken?

As part of our Computer Repair Service, your machine will be diagnosed. If we determine that your PC or Laptop cannot be repaired, cost-effectively, you will be given options as to how you want to proceed.

Our aim is to provide you with best value service. Most of the time computers can be repaired, however, sometimes the cost of repairing your machine would be more than replacing it. In this case, we may recommend that you replace the computer, which we can optionally source or Build a New Computer for you.

If we find that your computer is beyond repair, you can utilise the remainder of the technician's time to back up your data. Once you have your new machine, our technician can return to transfer your data to the new machine and get you up and running again.

I need a hand installing new hardware / software, can you help?

Not a problem at all. We offer end-to-end IT Solutions, and whilst a lot of our work involves Computer Repairs and Upgrades, Troubleshooting PC problems, Virus Removal, Computer Health-checks and Optimization, we also offer and Installation Service to assist you with installing new hardware (printers, scanners etc), installing and configuring application software, help you configure a backup, setup your internet, networking.

We also provide Computer and Application Training.

What happens if I am not happy with the service?

Customer satisfaction is our priority. We're a small business and rely on our reputation. Our goal is to delight all of our customers, hence our 100% Service Guarantee, so if you're not happy, please let us know, and we will do what we can to resolve your concerns.

I love your Website, can you build one for my business?

Absolutely. Take a look at our Website Design, Domain Registration and Hosting services, and give us a call to discuss your requirements

About Excalibur

We are your local IT professionals providing computer support and IT Consulting services across the Hornsby Shire.

About Us
Frequently Asked Questions (FAQ)
Useful Links

Address

39 Alan Road, Berowra Heights, NSW 2082
02 9456 7932
Mon-Fri: 08:00 - 18.00

Follow Excalibur IT

Onsite Support Locations

We provide Onsite Support across the Hornsby Shire, including: Berowra, Hornsby, Mount Kuring-Gai, Mount Colah and Asquith.

Full List of Onsite Support Locations


(C) Excalibur IT Solutions 2017. All Rights Reserved.                                               Privacy Policy |      Terms of Service     | Website Terms of Use
excalibur it solutions logo