FAQ
You Have Questions, We Have Answers
General Questions
Yes. We can almost always save you enough money for the computer repair to be worth your while. Shipping costs a lot less than you probably think, even for desktops and Audio equipments.
For desktop systems, send the tower, no accessories, cords, or screens. For notebooks, laptops and gaming console, please send the computer and the AC adapter. For audio equipments please send the computer and the AC adapter.
We do not accept incomplete systems or individual system boards.
For most orders, 3-15 business days. In some cases, 2-4 weeks may be necessary for high-end notebooks and component level repairs. Whatever the turnaround time may be, we will keep you posted and answer all of your questions during the process.
Yes! We can repair Apple computers, such as the MacBook Pro, MacBook Air, iMac, and iMac Pro.
We do not repair iPhones, iPods, or iPads (hardware). But, we can troubleshoot operational / software issues on iPad tablets.
We can probably repair your laptop or desktop computer or audio equipments for a lot less than a comparable one costs new. Without the expense and time to transfer all your software and data over to a new machine. Moreover, you are doing your part for society and the environment by keeping your computer system out of a landfill.
Our small, dedicated team of specialists, college-educated with up-to-date training and product knowledge. Or staff collectively has decades of experience in hardware, software, networking, and all major operating systems.
A $25/week storage fee will be charged to each item longer than 30 days after notification of completion of repairs unless specific arrangements have been made prior to repair completion. You will be notified at minimum via the email address we have on file.
ITEMS ARE CONSIDERED ABANDONED AFTER 90 DAYS. Please be mindful that we are a small shop and do not have space for long-term storage of equipment.
OVERDUE PAYMENTS:
Invoices left outstanding for more than 30 days will incur a 5% monthly interest charge.
We must enforce these policies because at the end of the day, we are a small shop. We simply don’t have the floor space or budget to maintain abandoned and/or unpaid equipment.
Yes, We only fix Apple and Androids devices:
- screens
- charging port
- broken glass
- broken cameras
We do not repair hardware. But, we can troubleshoot operational / software/ connectivity issues (e.g., email, VPNs) on tablets.
Yes, We can perform data recoveries and troubleshooting on game consoles and DVR devices.
Sometimes. We assess each case individually. If a motherboard has more than two faulty components, our policy is to automatically replace it rather than make repairs.
Absolutely! All of our procedures (even data recovery!) are conducted in a non-intrusive manner. Hundreds of references are available upon request to help verify this fact. As far as shipping goes, just make sure to use a carrier you trust. A tracking number and package insurance are recommended.
Due to large call volumes and limited staff at hand, email is a much quicker and reliable way to communicate. Still, we realize many customers will not have access to their email if their computer is down. So, if no one immediately answers, it’s because we’re busy helping other customers and making repairs. Leave a message and your call will be returned promptly.
Sometimes. If your issue is obvious and we have all of the model information we need, we can give you an estimate over the phone, though it is only an estimate. On many occasions, we won’t know the cause of your issue until we diagnose the problem here. We can only be sure of the problem once we test it. What your relative who works at a computer company might think isn’t really relevant to what we benchmark.
Computers become “obsolete” by most standards within five years from their purchase date. What’s nice about most desktops is that they are easy to upgrade. A “rebuild,” or “remanufacture,” is where we overhaul your entire computer and replace only the obsolete equipment. This give you the performance of a new PC for a much lower cost, while retaining intact your existing data, settings, and programs. The procedure usually costs a good deal less than a new PC and is a good option for retail and office machines.
Billing Questions
If you use our Mail-In service you will send a request for a quote once we receive your device then we will update your quote and send you the invoice to pay for your service then you can enter your credit card information yourself just like other Internet transactions. If you use our Help Desk service you will need to pay for your service then you can enter your credit card information yourself just like other Internet transactions.We use SSL encryption for security which you can confirm in your browser address bar with a green padlock. We also use Paypal for payment processing. This means they process the transaction for us and we never have a copy of your credit card on hand. We always respect your security and make sure we adhere to proper transaction processing which means no monthly fees and just a one time charge on your credit card.
No, not at this time. All our technical services are one time fees which means if you call us back with another technical problem that we fix then there will be another charge. Many of our competitors offer yearly subscriptions but many times you will find once they received your yearly payment and you call back a second or third time they are quickly trying to get you off the phone because they have already collected your yearly fee.
We collect your credit card information only upon completion of fixing your computer. We do not collect your credit card information until you are satisfied the work is done properly. We do not store your information on any of our systems so there there is no data loss or the possibility of identity theft to consider. We use Paypal to process our credit card payments which offer full merchant services and are well-known in the industry for their exceptional security standards.
Our online technical support experts always offer exemplary service and make sure you always know what is going on during the remote control session. Sometimes they go above and beyond their normal job to make sure our customers are satisfied. Because of this we often have customers that insist on tipping their technician. While this is not necessary, it is at your discretion if you choose to tip your technician any additional amount above the normal service cost.
We accept Visa, MasterCard, American Express, and Discover. Your credit card is processed like any other transaction and your statement will show the NaxterTech name next to your transaction.
Then you have nothing to lose. Our expert technicians are some of the best in the industry. Our success rate is exceptional at 96%but of course there are some PC problems that just can’t be fixed via remote computer repair. In rare cases, we have worked on a problem for hours with no resolution, and in this case we simply admit that we will not be able to help you and recommend some alternatives. No credit card is collected in this case and you are not charged anything for the call.
If we have already charged your credit card and you decide that your computer is still having problems you can give us a call and we can take a second look at it. If you choose that you do not want to have a technician look at it again simply ask for a refund and you will give you one with no questions asked. You will never have to call your credit card company to dispute a charge. Simply let us know via email or phone call and we will refund you immediately.
