FAQs

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Why should I choose Eastside IT Services?
There are several things which set us apart:

• We come to you – no packing your computer up and lugging it to a repair shop.
• Our techs are among the best in the industry, ensuring the quickest solutions to your computer problems.
• Customer Service Quality that is unparalleled… or at least that’s what our customers say!
• Plain English – Every technician has gone through a rigorous human interaction course! We speak plain English so we can explain what we’re doing and why.
• Entirely Australian Owned – and proud of it!

How much do your services cost?
We keep things simple by just billing for specific services - you don't have to watch the clock as we don't charge by time (except if requested, or for remote support). Most problems are solved in an hour or less, but if it takes longer you don't have to worry about the cost. 

I’m a home computer user, not a business. Are your services still available to me?
Of course! We provide computer solutions for homes and offices, from basic home setups to large enterprises and everything in between.

What kind of computer services does you offer?
We provide expert, same day, onsite computer help, IT consulting, repairs and services. Our services cover a wide range of computer issues – just about any type of computer support our customers need. They include hardware and software repairs, system security solutions, wireless and wired networking, data backup and recovery solutions and virus/spyware prevention and removal, just to name a few. Whatever you need done, we can help!

Do you cover my area?
We're happy to come to you throughout the whole Brisbane region, including Logan, Redlands, and the Moreton Bay area. If you're not in that area, or you're not sure, give us a call and we'll work it out - if it's phone support you're looking for we can probably help you out even if you're in Perth!

Is it easy to book the services of a technician?
Easy as can be! Just call us on 0476 503 531 and we'll run you through our services and costs, collect the necessary information about the problem you’re experiencing and book an appointment time that’s convenient for you on the spot. You can also book an appointment directly on this website or our Facebook page!

Are your technicians able to explain the service in plain English?
Yes! We have a rigorous selection process that ensures, amongst other things, that every technician speaks fluent English. Your tech will not confuse you with complex technical jargon; they can explain even the most complicated issues in simple, plain English.

What forms of payment do you accept?
For your convenience, we accept payment by cash or credit card. If you want to pay by cheque, let us know and we can accomodate you. 

What services do your fees cover?
Every service we do has specific things included, and we'll assess the job at the time of booking and onsite to make sure it's all included. If you have any questions about costs or inclusions please let us know, and we'll go through them with you. 

How much time will it take to resolve my computer issue?
It largely depends on the nature of the issue, however, the majority of our onsite services are completed within the first hour.  If it is necessary to take your computer offsite to repair, you will be given a fixed quote for you to approve beforehand. No surprise bills or extra charges!

What can I expect of my tech?
You can expect a friendly experienced technician to be on time and introduce themselves upon their arrival. Clear communication is our number one priority, so you can expect your tech to keep you thoroughly informed as to what is going on from the moment he/she arrives onsite. Shortly after arriving, we will give you a diagnosis of the problem and an estimate of the work it will take to fix, as well as keep you updated throughout the service, so there are no surprises.

What makes your technicians so special?
All the techs have many years of professional experience and possess industry certifications, providing advanced knowledge in all areas of computer repair and support. You see, each and every tech has been carefully selected before they join our ranks; we make sure that they have the appropriate technical expertise, experience and, above all, a great personality. 

How do I keep from losing my data?
Computers are complicated machines and data loss is therefore always an unfortunate possibility. This is why we are so crazy about all of our customers having appropriate backup solutions in place because it’s the only way to really protect yourself from data loss. We highly recommend that you always keep a backup of your critical files so you are never at risk, however, if necessary, we can also offer back-up services before we start any work onsite. In the event that you have already lost invaluable data through hardware failure or deleted files, your local tech can provide onsite and in-lab recovery solutions for individuals or companies requiring urgent response.

What kind of Service Guarantees do you offer?
At Eastside IT Services we are fanatical about service. Our business has been built on this commitment. We guarantee our service on two levels:

1. We guarantee our technical expertise – in the event that your technician is unable to fix or diagnose the problem because they do not have the technical expertise to do so, then there is no charge for the service. However, if they diagnose a faulty component which needs to be replaced and you choose not to proceed or decide to source the parts elsewhere, normal charges do apply.
2. We stand behind our service. If you notify us of a problem with the services you were provided, and our diagnosis of the problem indicates that our services were not performed satisfactorily, we will work to provide a solution to your problem quickly and at no additional cost to you. Please contact us on 0476 503 531 as soon as possible and we will do everything we can to rectify the issue free of charge. Naturally, if the issue you’re experiencing is unrelated to the service we provided, normal charges will apply.

Can I buy hardware or software from you?
Of course! For your convenience, your technician drives a fully stocked vehicle so that they can fix most problems on the spot. If the required part isn’t immediately available, we will organise it for you as soon as possible and make a return follow-up visit as part of the same service. Please note that all sales are final; in accordance with your rights we can offer a refund or replacement if the parts are not working correctly or have a problem, but not if you change your mind. 

What if the repairs can’t be completed onsite?
Sometimes, like in the instance of extensive data recovery, our computer repair services cannot be completed onsite. In this event, your tech will give you a fixed quote for the offsite repair of your computer as well as let you know when it will be returned. You will also be kept up-to-date at all times on the progress of your repairs while it is offsite. We do ask you to sign a form, authorising the removal of your hardware to take offsite for repair.

What if I want to cancel a service with Eastside IT Services?
No problem! Please just call our customer service line 0476 503 531 at least twenty-four (24) hours before your scheduled appointment time and let us know!

Do you offer maintenance contracts for ongoing support of business customers?
We're nothing if not flexible. Give us a call, and we'll discuss what is best for you. We've got lots of experience with different business structures so can work out the best fit for you.

Does Eastside IT Services offer training?
Absolutely! We are delighted to offer informal training no matter what your training needs. Our techs are experienced in training both individuals and groups on all facets of how to get the most out of their computer. Give us a call and we can work out the best lesson plan for you.