Frequently Asked Questions

1. How long will my service call take?

A typical service call (Virus removal, Spyware Removal & Internet installation/troubleshooting, etc.) takes about 1 hour. Should your computer problem require more then an hour, we will typically "flat rate" your invoice. A typical invoice rarely exceeds 3 hours.

2. Is your service guaranteed?

Yes. We stand behind our service and repair 100%. If the technician is unable to remedy your computer issue, there is no charge to you.

3. The operator took my credit card number when I scheduled. Can I still pay by check ?

Yes. We only use your credit card number to reserve the appointment time. There is no charge to it until the completion of your service call.

4. I have a conflicting obligation, can I cancel or reschedule my appointment?

Yes. We ask that you give us at least 12 hours notice as not to incur a $35 rescheduling fee. Cancellations require a 24 hour notice or a $50 charge will be billed to your credit card. Appointments scheduled the day after a national holiday will require 48 hours notice of cancellation.

5. Can I drop off my computer for a faster repair or discount?

No. All of our repairs and services are provided to you onsite. In some rare instances it may be necessary to remove the computer or equipment for an off site repair.

6. What if my problem only takes 30 minutes to resolve? Am I still charge for a full hour?

Yes. However, if your service call is completed quickly you can ask the technician to look at other potential problems or answer any questions you might have about your system. Fractions after the first hour are billed in 30 minute increments.

7. Okay, I've made my appointment How do I best prepare for my service call?

To make best use of the technicians time we recommend you make a list of all the problems you are experiencing with your system, and have all manuals, software CD's and any other information about the computer readily available.

8. I purchased my computer used and I don't have any of the original software or drivers available. Can you still help me?

Yes. Typically a technician will be able to restore your original applications, data and serial numbers without having the original software CD's or manuals.

9. I know absolutely nothing about computers, can your technicians speak "Non Geek" to me?

Yes. We are well versed in the English language and don't expect you to know anything about your system.

10. Do you only service businesses?

No. We are happy to work with individuals also. No client is to small.

11. My company is looking to hire a computer service provider, do you offer monthly contracts?

Yes. Please call (518)428-5080 and ask for our corporate sales department.

12. Do you charge for "travel time".

No. For scheduled service requests, our rate is inclusive of travel time, parking and tolls. Yes. Emergency, Off-Hours service requests are charged the billing rate from the time a tech leaves the office till he/she returns to the office (www.mapquest.com is used to calculate the travel time).

13. How long have you been in business?

IT TechStop was established in 2001.