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Geeks2U | Frequently Asked Questions

Why should I choose Geeks2U?
There are several things which set Geeks2U apart:

  • We come to you – no packing your computer up and lugging it to a repair shop.
  • Same Day Service Available* – When our services are requested before 10am, Monday through Friday (excluding holidays), we guarantee service the very same day.
  • The Geeks are among the best in the industry, ensuring the quickest solutions to your computer problems.
  • We’re on-call seven days a week – so no matter what day of the week, the Geeks are at your service.
  • 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?
The price to get a Geek out to you depends on the city or town that you live in. We keep things simple by just billing in transparent, half-hour blocks with a minimum of one hour. Because most problems are solved in an hour or less, your technician will always offer other assistance and training with any extra time remaining. If there is an emergency, we also have same day service available at a premium.

I’m a home computer user, not a business. Are Geeks2U’s 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 Geeks2U offer?
We provide expert, same day, onsite computer help, 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, your local Geek can help!

Is there a Geeks2U technician near me?
With over 350 technicians spread right across Australia, we’re sure to have a technician in your local area. Click here to see if we service your town or city. If we are not servicing your area yet, please let us know so we can notify you when we are – because it’s really only a matter of time!

Is it easy to book the services of a Geeks2U technician?
Easy as can be! Just call our national service hotline 1300 769 448 and speak with one of our friendly Customer Service Specialists who will 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. Shortly after that, you will receive an automatic SMS direct to your mobile with the name of your Geek, a booking reference and your confirmed appointment time. If you choose to opt for Same Day Service, we will even have one of our friendly Geeks to your door that very day!*

Are your technicians able to explain the service in plain English?
Yes! Geeks2U has a rigorous selection process that ensures, amongst other things, that every technician speaks fluent English. Your Geek will not confuse you with complex technical jargon; they can explain even the most complicated issues in simple, plain English.

When are appointments with your Geeks available?
Your computer doesn’t always wait until the working week to misbehave, that’s why we’re on-call seven days a week! That’s weekdays, weekends and evenings! Appointments are available Monday through Friday, 8am – 8pm, and weekends, as well as most public holidays, 9am – 5pm at your local Australian time.

What hours is your call-centre open?
Our friendly Customer Service Specialists are ready and eager to take your call 8am-9pm Monday through Friday, 8am-5pm Saturday and 9am-6pm Sunday (AEST/AEDT). We’re also open most public holidays too!

What forms of payment does Geeks2U accept?
For your convenience, we accept payment by cash or credit card. At the time of booking your appointment, we will confirm your preferred payment method with you. If it’s credit card, we will offer to securely enter your credit card details at the time of booking, however, only once the service has been completed and you have authorised the charge will the payment actually be processed (please note: we do not actually store your credit card details, they are encrypted to the most stringent standards and stored with our bank in line with Australian regulations). At the end of the service, we will also email you an invoice and receipt for your records. No fuss! Approved business clients can also apply for an account with credit terms.

What services do your fees cover?
Our service fees are entirely time-based and cover any technology you would like help with. We structure it like this so they are clear, transparent and easy to understand. It also means you can have your Geek working on multiple computers and/or problems at once without getting hit additional charges for every little extra thing you may need help with. The Geeks are terrific multi-taskers and can therefore often knock over multiple issues simultaneously. Please note that naturally, the service fees do not include hardware or software which we can offer at very competitive prices.

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 the service is going to take longer, your Geek will provide you with an estimate and get your approval before proceeding further. Be assured that, where possible, your technician will always perform the services quickly, onsite, so you can be up and running again as soon as possible. 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 Geek?
You can expect a friendly experienced technician, easily identifiable with their Geeks2U photo ID, to be on time and introduce themselves upon their arrival. Clear communication is our number one priority, so you can expect your Geek 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 time it will take to fix, as well as keep you updated throughout the service, so there are no surprises.

What makes Geeks2U technicians so special?
All the Geeks have many years of professional experience and/or possess industry certifications, providing advanced knowledge in all areas of computer repair and support. You see, each and every Geek 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. What’s more, when you book with Geeks2U, you are tapping into the thousands of years of experience that we have across the 300+ Geeks around Australia – so there’s really no problem we can’t solve!

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 Geek can provide onsite and in-lab recovery solutions for individuals or companies requiring urgent response.

What kind of Service Guarantees do you offer?
At Geeks2U, 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 1300 769 448 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.

As mentioned previously, we do also guarantee same day service available!* so you can be assured of getting a Geek out to your location fast in the event of an emergency!

Can I buy hardware or software from Geeks2U?
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.

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 Geek 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 Geeks2U?
No problem! Please just call our customer service line 1300 769 448 at least twenty-four (24) hours before your scheduled appointment time and let us know!

Does Geeks2U offer maintenance contracts for ongoing support of business customers?
No, we have a much better way! We would rather remain your IT support provider based on merit and not the fact that we have locked you into a contract, so we therefore offer varying blocks of prepaid hours at significant discounts which can be used for onsite, phone and remote support and have no expiry date. The major benefit with our prepaid hours is that you are never charged a callout fee, plus you can enjoy a significantly lower hourly rate – please click here for full details.

Does Geeks2U offer training?
Absolutely! We are delighted to offer informal training no matter what your training needs. The Geeks are experienced in training both individuals and groups on all facets of how to get the most out of their computer. Please click here for more information or feel free to give us a call to discuss your needs – we’re only too happy to help!

Need computer repair services? Here at Geeks2U we make sure that our computer technicians have the appropriate technical expertise, experience and, above all, a great personality to provide the best computer repairs, PC or IT support services right across Australia. Request a Geek or contact us today.

*Conditions apply, please click here for details.

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