Got a question?

FAQs2018-06-29T02:00:50+00:00

If you have a question about us or the services we offer, you can probably find the answer here. If you can’t find the answer you are looking for, please get in touch.

Who are Your PC’s Best Friend?2018-06-27T21:56:48+00:00

Your PC’s Best Friend was set up in 2004 by Adrian Arksey to help the people of Sheffield, Dronfield and Hope Valley with their IT support needs. Since then, we’ve gone on to help thousands of customers by fixing their PCs, setting up systems, solving problems and providing guidance on getting to grips with all aspects of their technology.

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?2018-07-18T11:56:29+00:00

No. Contrary to the business’ name, we can also help you with your Mac, Chromebook, tablet, smartphone, printer, scanner, broadband connection, and even your smart home technology. There are probably other things we can help with too, so please feel free to ask.

Is there anything you can’t help with?2017-03-06T18:29:02+00:00

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?2018-07-18T12:04:09+00:00

We offer our support services in three different ways – on-site, off-site, and via our remote support service. Most support is offered on-site, but occasionally we may suggest helping you in a different way.

Is your work guaranteed?2017-08-11T12:38:39+00:00

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 month manufacturer’s warranty.

Due to the nature of the repair, this excludes virus and malware removal.

Are you insured?2017-03-06T18:33:09+00:00

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

What are your hours of business?2018-07-03T23:36:19+00:00
Day Office hours Support hours
Monday 8am – 6pm 10am – 6pm
Tuesday 8am – 6pm 8am – 6pm
Wednesday 8am – 6pm 8am – 6pm
Thursday 8am – 6pm 8am – 6pm
Friday 8am – 6pm 8am – 2pm
Saturday Closed Closed
Sunday Closed Closed
Bank holidays Closed Closed
How do I pay my bill?2018-07-09T08:20:34+00:00

You can pay your bill by Visa, MasterCard or American Express. We also accept payment by Apple Pay, Google Pay and Samsung Pay.

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.

How much do you charge?2018-06-17T11:30:14+00:00

All of our support services are charged at an hourly rate of £48. There is a minimum charge of £48 for on-site and off-site support and a minimum charge of £24 for remote support. Additional time is charged on a pro-rata basis in fifteen minute blocks.

Full details of our charges can be found here.

When is payment due?2018-07-18T12:09:07+00:00

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

What part of the UK do you cover?2017-03-06T18:46:27+00:00

We currently cover the Sheffield, Donfield and Hope Valley areas of the UK.

What time can you come to see me?2018-07-04T06:54:44+00:00
Day Support hours
Monday 10am – 6pm
Tuesday 8am – 6pm
Wednesday 8am – 6pm
Thursday 8am – 6pm
Friday 8am – 2pm
Saturday Closed
Sunday Closed
Bank holidays Closed
How do I book an appointment?2018-06-25T18:31:18+00:00

The easiest way to book an appointment is by using our online booking system. This shows available appointments in real-time.

If you would prefer to talk with somebody on the phone, please call us on 0333 900 6000. We are here Monday through Friday between 8am and 6pm.

Do I get an appointment time or slot?2018-06-25T18:33:09+00:00

When you call to book an appointment, we will now give you an appointment time. This will generally be 8am, 10am, 12pm, 2pm, or 4pm.

How long will my appointment last?2018-07-18T21:17:20+00:00

Most single appointments are made for up to 90 minutes. This is normally sufficient time to complete most tasks. Some services may require a double appointment of up to three hours. If you are booking online, our system will automatically allocate this amount of time for you if you select a service that may take longer to complete.

If you feel that 90 minutes won’t be long enough to do all you need us to do, please call us on 0333 900 6000.

Don’t worry, you will only be charged for the time we are with you, subject to a minimum charge of one hour – i.e. £48.

What if I need to cancel an appointment?2018-07-05T07:42:16+00:00

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 £24.00 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.

Are there any requirements for a home visit?2017-03-06T18:52:01+00:00

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.

Why do some jobs need to be done off-site?2017-08-04T14:41:11+00:00

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 equipment.
  • We need to order new parts to complete the repair.
How long will you have my computer?2018-06-17T11:39:28+00:00

We will endeavour to return your equipment 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. If you decide not to have the repair completed, we will return your equipment to you as soon as possible.

Do you keep me informed of the progress of my repair?2017-08-04T15:11:46+00:00

Yes, we do. We will phone you at least every 72 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?2017-03-06T19:15:02+00:00

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.

What is Remote Support?2018-06-28T19:14:28+00:00

Remote support is a technology that allows our technician to help you with your computer from a remote location. From his location, he can securely connect to your computer and see your desktop screen just as if he were sitting right there in your home with you.

How do I know if remote support is for me?2018-06-17T11:43:48+00:00

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.

We will advise you at the time of booking if we think our remote support service is more suitable for your needs.

What do I need for remote support to work?2018-07-05T07:49:13+00:00

The computer that you need us to fix needs to be able to connect to the internet via a good broadband connection.

Our remote support software is compatible with the following operating systems:

  • Windows 7 and above
  • macOS / OS X 10.10 and above
How does it work?2018-06-25T18:36:51+00:00

Our technician will talk you through the simple steps required to connect your computer to his. 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?2017-03-06T19:22:59+00:00

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.