Helpdesk Policy
Helpdesk appointments are a 15 minute in store consulting service that we offer to our customers at no charge. We cannot guarantee resolution of issues during the alloted time. While there is no fee directly associated with the Helpdesk appointment, there may be charges for services elected by the customer during the course of the appointment. By signing up for a Helpdesk appointment you are agreeing to these and the following terms and conditions.
Apple and Third Party Limited Product Warranties
Apple's and other Limited Product Warranties cover hardware repairs only; software problems are not covered under warranty and will be billed at the current labor rate, with your approval.
Out of Warranty Repairs
For out of warranty computers, printers, or monitors, a $45 diagnostic fee must be paid at check in. This fee will be applied towards the total repair cost.
Labor Charges
The shop labor rate is $90 per hour, with a minimum charge of one half hour for all repairs. Charges apply even if no problem is found, you choose not to have the repair completed, or we have determined the equipment to be irreparable. If the charge for the repair will exceed the amount you have authorized, we will obtain your verbal approval before proceeding with the repair.
90 Day Limited Warranty
All hardware repairs are warranted for 90 days, parts and labor, or for the duration of the product s warranty, whichever is longer.
Products Not Purchased From Us
Though we will install products not purchased from our company, we will not be responsible for the operation of the product, or any damage resulting from it's installation.
Storage Fees
A storage fee will be charged on any completed or cancelled repair that is left longer than 14 days after notification of repair completion, at a rate of $2.00 per day.
We are not responsible for any equipment left 30 days after: 1) notification of repair completion, or 2) repair cancellation at the owner's request.
Portable Repairs
Some portable repairs must be shipped to an Apple repair facility. We will provide an estimate of the cost of this repair. If Apple determines the price of the repair to be more than our estimate, you will be contacted for approval. A diagnostic fee of $150 will be charged if you decide not to proceed with the repair. Equipment sent to Apple may have components replaced without notification. This may include parts that were not anticipated to need replacement at the time the computer was sent in. During the process of a repair, your hard drive may be erased and the original operating system installed.
iPod Repairs
All iPods more than 6 months old, and not covered by an Applecare Protection plan, require a $45 diagnostic fee to be paid at check in. This fee covers diagnosis and shipping charges and will be applied towards the total repair cost. Part of the diagnostic process requires that your iPod be reset. Your iPod will be returned to you with no music/data on it. By checking in your iPod with us you are authorizing it to be sent out for repair. If your iPod is personalized you must notify us if you wish to retain this personalization.
Data Backup
Data Loss Alert
If you decline data backup at the time of check in it will be assumed that you do not wish to have your data backed up. While we will make every attempt to safeguard data stored on equipment accepted for service, we do not assume responsibility for loss of data. Hard drives and other media should be backed up on a regular basis and should always be backed up before bringing them in for service. If your drive is faulty, with your approval, we will attempt to recover the data at the hourly labor rate, one-hour minimum. During the process of a repair, your hard drive may be erased and the original operating system installed.
Your data will be backed up to our in house data backup system and maintained for one week after your machine is checked out of our service department. One week after your machine is picked up your data will be erased from our backup drive. If you wish to have your data backup delivered to you in some other format (DVD, CD, Hard Drive) you need to provide notification prior to picking up your machine. There will be additional charges for this service. If you purchase an external backup solution (such as a external HD), at the time of service, we will back up your data to that device for half the current data back up charge.
Mac Store Data Backup Policy
If you request us to back up your data at the time of check-in we will do so before we begin work on your machine and you will be assessed a $90 fee in adition to other service charges. In the event that the data backup fails we will contact you with further options for data recovery, and there will be no charge for our attempt. We cannot guarantee total data recovery.
