Frequently Asked Questions

About Us

Who are Your PC’s Best Friend?

We are a small Sheffield based computer support business set up in 2004 by Adrian Arksey. Our aim is to give top notch support to our customers. Customer service is and always will be our biggest priority.

Do you only help with PCs?

No. We can help you with your Mac, printer, broadband connection, scanner, tablet PC, smartphone and lots more.

Is there anything you can’t help with?

We can’t help you with your company’s network. Nor do you we carry out physical repairs to printers, monitors, Macs, tablets or mobile phones.

Where do you do the work?

We offer our support services in three different ways – on-site, off-site and remotely. Details of how each service is available is shown on the relevant service’s page.

What are your hours of business?

Our telephones are manned between 8am and 6pm Monday to Friday. All support work is carried out between 8am and 6pm, Monday to Friday.

Are you insured?

Yes, we are fully insured. Our insurance is held with Hiscox Insurance Company Limited and underwritten by Hiscox Underwriting Limited.

Is your work guaranteed?

Of course. If a problem we have fixed comes back within 30 days we will fix it again for free! All parts are supplied new and come with a minimum twelve months manufacturers warranty.

 

CHARGES AND BILLING

How much do you charge?

All of our support services are charged at an hourly rate of £45. There is a minimum charge of £45 for on-site and off-site support and a minimum charge of £15 for remote support. Additional time is charged on a pro rata basis.

Full details of our charges can be found here.

When is payment due?

Unless agreed otherwise, payment is due at the time the work is completed. A receipted invoice will be emailed or posted to you within 24 hours. Business accounts are payable within 14 days of the invoice date.

How do I pay my bill?

You can pay your bill by debit/credit card or cash. Business account holders can also pay their bills by BACS. Details for BACS payments are shown on every invoice. Business accounts are only available to business customers with a history of at least two paid invoices or where an account has been applied for and confirmed as being opened. Sorry, we do not accept cheques as a method of payment.

 

ON-SITE SUPPORT

What part of the UK do you cover?

We currently cover the Sheffield and Hope Valley areas of the UK. Further details can be found here.

What time can you come to see me?

All on-site support work is carried out between 8am and 6pm, Monday to Friday.

How do I book an appointment?

Call us on 0333 900 6000. We are here Monday to Friday between 8am and 6pm.

Do I get a specific appointment time, or do I have to wait in all day?

When you call to book an appointment, we will give you an appointment window. For instance, we may say we will arrive between 11am and 12pm.

Are there any requirements for a home visit?

Needless to say, our technician must be provided with a safe working environment. There should be plenty of space to complete the work and a safe electrical power supply. We also require that a person aged 18 years or over is present for the duration of the appointment.

What if I need to cancel an appointment?

If you need to rearrange or cancel an appointment, please try and do so no later than the day before we are due to see you. Whilst we try and be as flexible as possible with customers needing to change or cancel an appointment at short notice, we must regrettably charge a fee of £22.50 for cancellations made on the day of the appointment.

If you need to cancel an appointment please call us on 0333 900 6000 or send us an email using this form.

 

OFF-SITE SUPPORT

Why do some jobs need to be done off-site?

Some jobs just lend themselves to being ‘off-site’ jobs rather than ‘on-site’ or ‘remote’ jobs. Reasons include…

  • The repair will take longer to complete than the time we have available for the appointment.
  • Your computer needs to be left to do things that will take a long time to complete.
  • We need specialist equipment to complete the repair.
  • We need to run a diagnostic check on your PC.
  • We need to order new parts to complete the repair.

How long will you have my computer?

We will endeavour to return your PC within five working days. Most repairs are completed quicker than this though. If specialist parts are required that aren’t easily obtainable from our usual suppliers, the repair may take longer but we will inform you of this as soon as possible.

Do you keep me informed of the progress of my repair?

Yes we do. We will phone you at least every 48 hours to keep you informed of the status of your repair. If you require updates more often, you are more than welcome to call us on 0333 900 6000.

What happens if my machine is damaged or stolen?

We promise to care for your equipment as if it were our own. All items taken away are tagged and packed for protection during transit and whilst in our care. In the unlikely event of your equipment being damaged or stolen, we will reimburse you for repair or replacement. We are fully insured for loss or damage to customers equipment.

 

REMOTE SUPPORT

What is ‘remote support’?

Using some rather nifty software, we can take control of your computer without coming to see you. Lots of problems can be solved this way – unfortunately though, some can’t. We’ll advise you when you phone us whether remote support is for you.

Remote support is ideal for quick jobs that can be completed in under half an hour or jobs that need doing as a matter of urgency. If a job is likely to take longer than half an hour and isn’t urgent, then we would normally suggest our on-site service as being more suitable.

What do I need for remote support to work?

The computer that you need us to fix needs to be able to connect to the Internet via a Broadband connection. It also needs to be running Windows XP, Windows Vista, Windows 7, Windows 8,  Windows 8.1, Apple OS X or Linux Ubuntu 64-Bit.

How does it work?

Our technician will talk you though the simple steps required to connect your computer to ours. This will enable him to take control of your computer as if he were in the room with you. The technician will talk to you about the problem you are having before going on to fix it. He will answer any questions you have as he goes along.

Is it safe?

Yes. You are in full control of your computer at all times. You always have overriding control of your mouse and keyboard, and you can end the remote assistance session at any time. Once your problem has been fixed, your technician will disconnect his computer from yours. He will not be able to access your computer again unless you start another Remote Support session. The software that was installed at the start of your remote support session will be automatically removed from your computer.