What is the cost of the pickup and delivery service?
The cost of pickup and delivery in La Línea de la Concepción is completely free, except for Alcaidesa and Santa Margatita, which have a cost of 6.00 €. In the Campo de Gibraltar area, it costs 9.95 €, and your order will be picked up by a TechSupport employee. Outside the Campo de Gibraltar area, there is a 15.00 € fee per trip.
Where is your store/company located?
We do not have and will not have a physical store/office. Our team works remotely. Depending on the area, you will have a project manager available for meetings with clients. The departments working as a marketing agency (web, graphic design, and digital marketing) are 100% remote work, and we will have face-to-face meetings, video calls, emails, or WhatsApp chats as needed, always according to the client's preference. The technical support service assists companies remotely and also provides onsite support. Repair services are handled by technicians responsible for each area, who have a designated and equipped area at their home for any repairs, and all follow the same protocols when repairing your equipment.
Do you sell computer hardware, devices, or computers?
No, we provide technical services but we are not a store. We always recommend branded and quality products to our clients, knowing that they are their best solution. As a general rule, the items we recommend and advise are from PCcomponentes, Amazon, or NitroPC. At a local level, we cannot compete with these companies that offer extraordinary warranty and service times, so the client has great sales and returns service as well as always having the best price guaranteed.
Do you sell/assemble custom computers?
Yes, we provide custom computer assembly services, either from scratch or by upgrading components of existing systems to enhance their performance. We advise our clients and recommend products based on the best quality and price from PCcomponentes, Amazon, or NitroPC. Then, we proceed with the assembly and/or installation of the operating system and conduct tests. Why do we do it this way? Because we don't want to inflate component prices since no one can compete with Amazon, PCcomponentes, or NitroPC in terms of pricing. Therefore, we ensure that our clients get the most out of their budget by providing them with the best products at the best prices.
When will my PC be ready and repaired?
Since your equipment is in the workshop, it depends on the type of incident that needs to be resolved and the time of entry into the workshop. The average time is 24/48h. We also have plans for companies that involve urgency and are on the same day.
For example:
A new OS fresh install without data backup is ready on the same day, if you need a backup, it will depend on the size of the data to be copied.*
An incident of a device that does not turn on or has damaged parts, such as a laptop screen replacement, depends on the diagnosis time and the receipt of new parts. Once the parts are received, it is usually ready within a day.*
A custom Gaming assembly. Once the parts are received, if they are not in stock, it will be assembled, configured, and tested on the same day.*
*Please note that the time may vary depending on the demand for services at that time and the stock of the products needed for repair. Some, the most common ones, we have in the workshop and in the store. Others, more specific ones, for example, the screen of a specific laptop, we have to wait for the order to be received.
Do I have warranty on repairs and purchased products?
Certainly. The warranty period varies depending on the service or product (new or refurbished).
Any newly purchased product has a 2-year warranty period.
Refurbished, second-hand, and repaired products by our technicians have a 1-year warranty.
New fresh OS installations or factory resets of devices, operating system installation and configuration, have a 3-month warranty, provided that there has been no misconduct or misuse (Example: downloading pirated content from the internet and infecting the device).
Liquid cooling assemblies have a 2-year warranty, 2 years with the manufacturer, and free Tech Support reviews of the installed cooling system's condition every 6 months.
If you have any doubts regarding the warranty of a specific service or product, please ask us, and we will provide you with information.
Are there any commitments with the technical support plans?
No. Technical support plans are monthly/quarterly and recurring, so if you started, for example, a support plan on the 1st day of the month, to cancel the service, simply notify us at least 24 hours before the next 1st day of the following billing period.
Is there any cost for getting a customized quote for my office or gaming tower?
Price quotes of custom PC builds are completely free. These are quotes that cover all your needs within a budget limit that you tell us, the PC budgeted is designed to maximize the budget you have. The advice for doubts is completely free, and you can contact us by phone, email, or Whatsapp, whichever is most convenient for you. We are here to help you with whatever you need.
I have no knowledge about computers or IT. Can you assist me?
Contact us by phone, WhatsApp, or email, and we will have a face-to-face or virtual meeting. We will explain everything you need, from studying your case and needs to preparing a price quote with everything you need, without any obligation.
Can PC/Mac or repairs be paid in installments?
We currently do not offer financing. If you want to finance a purchase or pay in installments, you would need to contact your bank, and they probably won't have any problem with setting up a payment plan.
What happens in case of non-payment by the client?
All payment conditions, whether general conditions of Tech Support or those agreed upon according to the needs or requests of the client, must be met by both parties. We offer our clients payment facilities and flexibility under conditions that both parties agree upon. Failure to comply with any condition by the client will result in the immediate cancellation of the project or service. For more information, please refer to the general and specific conditions that will appear in your quotes. Our team does not repair anything without the prior approval of a quote, so the client knows the amount of the repair at all times. Components (parts) are paid in advance, and services (labor) are paid upon delivery or installation of the devices at your home/office.
After a free trial of plans, will I be automatically charged the following month?
No. You will only be charged on a recurring and monthly basis, or as appropriate, if you communicate it to us during the trial period or after it ends. We do not make any charges to your credit card or ask for it to start the free trial, only when signing a monthly, quarterly, semi-annual, or annual contract.
Can I terminate/cancel or pause my support contract?
Yes, at any time and without having to give explanations. We are completely flexible with our clients, so if you want to stop a maintenance contract for a while or definitively, you can do so. We need to be notified at least 24 hours before the next billing period/day so that it is not charged to your account.
Where can I find the policies of the technical support programs?
Before the trial period or signing a contract, you will receive by email the price quote, privacy policy, and information regarding data protection, GDPR, and everything you need to know. If you have any questions, you can also ask us by phone, email, or Whatsapp.
How does the data recovery process work?
We collect your device from anywhere in the Campo de Gibraltar at your convenience. We diagnose and quote a fixed price, no surprises. If you accept the quote, we retrieve the data from your device and send you a list of the recoverable data. If you approve the list because it contains everything you need, we proceed with our work. We recover the data and send it to you or bring it to your home on a new hard drive, or if the internal hard drive is healthy and has enough capacity, we will transfer it there once recovered. NOTE: Some files may be recovered after being deleted and may be corrupt or have issues opening. This is due to multiple factors such as data overwritten by prolonged OS usage or disk read/write operations after deletion, among others. We guarantee file recovery but not that 100% of the files can be opened and in perfect condition. The warranty DOES NOT provide refunds for data recovery services due to the state of the data, as there is always a percentage of files that have issues, whether it's 1% or more.
What is the support schedule?
Typically Monday to Friday from 9:00 to 17:00 as a general rule, but this may vary depending on your company's needs and may have a special schedule.
In what languages is support offered?
We provide technical support in both Spanish and English. Our team will speak to you in the language of your preference, and emails, quotes, and conditions will be in the language you indicate as preferred.
How many support incidents can I open?
Users can submit an unlimited number of support incidents.
How do I contact the support team?
You can contact us via email, phone, contact form, or WhatsApp.
When will I receive a response to my technical support incident?
It depends on the support plan you have:
1) Immediately - 30 minutes
2) 2 hours
3) 8 hours
4) 24 hours.
What should I include in my incident to get a quick response?
Providing more information when opening an incident can speed up its resolution.
Useful information to include:
Screenshots
Videos of the problem
Detailed written explanation
Error codes
Tested solutions or resources
