General Open or Close
Why should I use Retupmoc?
We have over 35 years of experience in computer repair, support and training. Forget wrestling with cables and needing to remember how it all goes back together, we come to you. Having our technicians available from 7am to 7pm, weekdays, at standard rates, means we can work around your busy schedule. If these hours don't suit, we are available outside these hours at an additional cost.
Your coming into my house, how safe is it?
We take your safety seriously. That's why at Retupmoc all our home technicians have Working with Vulnerable People cards, which involves a police check.
What are your standard business hours?
Standard business hours are:
- Weekdays from 7am to 7pm
- Saturday from 7am to 5pm
We are available outside of these hours, however a surcharge is applied. See the Rates table below for details.
Rates Open or Close
Do you charge a call-out fee?
We do not charge a call-out fee, however the smallest time for a call-out is 1 hour. If the issue is resolved within the hour, we recommend you have us look at any other issues to round out the hour. After the first hour we then charge in 5 minute blocks.
Do you offer remote assistance?
After the initial call-out, if you wish we can do most services remotely. All that is needed for the remote service is an active Internet connection and a working computer. For remote service calls, we charge for a minimum of 30 minutes, then 5 minute blocks thereafter.
Remember, your computer is always safe, we can only access it each time when you give permission via the remote access method.
Do you provide seniors discounts?
If you hold an Australian or New Zealand Seniors Card you will receive 15% off the labour costs of the service.
Do you provide discounts?
We provide several methods for receiving a discount off our normal service call labour charges, see our rates section below.
What methods of payment do you accept?
We accept most methods for payments, including Cash, Credit Card, Apple Pay, Android Pay, Sumsung Pay as well as Bank Transfer and Cheque by prior arrangement.
What are your rates?
Contract Rates as negotiated per the contract Remote Assistance 10% off standard labour rates for remote assistance Scheduled Services Up to 10% off standard labour rates for regularly scheduled services Seniors 15% off standard labour rates for Australian or New Zealand Seniors Card holders Standard Labour Rates $88/hour - This rate includes services such as: Hardware support for Business, All Home based services, including Virus removal and Data recovery* After Hours Labour Rates 20% surcharge applied to Standard Labour Rates^
* Only actual hands on time is charged for Virus removal and Data recovery where the item is taken to our workshop. We do not charge for the time that the process runs for, which may run over several days.
^ Note the surcharge is only applied to the Labour rates and not to any Hardware or Software supplied.
Service Open or Close
Is your work guaranteed?
Hardware: All work is guaranteed. We provide on-site parts and labour guarantee for 12 months on any new hardware supplied, provided the fault is due to normal use. If the product has been damaged or used for a purpose other than its original intent that voids the manufacturers warranty, you will generally find that our service guarantee is also void and we will therefore charge our usual fees for the call-out. Second hand/refurbished parts carry a 3 month guarantee.
Software: We give 2 months (60 days) guarantee on all Software. This includes installation and configuration as well as virus removal services. Provided the anti-virus tool has not been removed or disabled. If continued virus infection is occurring, we will suggest some methods of limiting virus exposure and general safe browsing habits.
How long does the average issue take to fix?
Whilst all repairs are different, on average about 90% of repairs are completed on-site within the first hour. Some hardware that requires specific tools or long running repairs, such as data recovery and some virus removals that could run for several days we will usually bring the computer back to our workshop so we can monitor the progress while undertaking other tasks. As such we are able to offer a cheaper price than if we had to stay at your premises for the entire process. Where possible any computer or component bought back to our workshop is returned the next day. We will keep you informed throughout the process.
Do you offer "same day" service?
Generally we are able to perform the service on the same day as requested. Occasionally due to high demand we will not be able to make it on the same day, in these rare instances we can generally make it first thing the following day, if suitable.
Do you offer "scheduled" services?
Yes. We offer a regular scheduled service. This type of service is generally useful to ensure that the computer and other equipment is running as expected. The types of activities that are usually undertaken on scheduled visits are virus scans, updates to anti-virus tools and patching operating system. Scheduled services, attract a discount off our regular labour service charges. See the rates table for details.
Parts Open or Close
Do you carry replacement parts?
We carry a small selection of replacement parts suitable for most computers. These include RAM, Video Card, Hard Drive, USB Drives, Keyboard, Mouse, Power Supplies, CD/DVD/Bluray Drives, Cables, Networking - Modem, Routers, WiFi, Hubs and USB Hubs. While some speciality or high end parts are not carried by our service technicians we can supply these items. Our workshop stocks a greater range of parts, and if we don't carry it in stock we can usually order it, and have most items within 3 days.
Do you offer second hand/refurbished replacement parts?
We know the cost of new computer parts can sometimes be substantial, so we also offer second hand parts where practical. These parts have all been tested at our workshop and come with a 3 month warranty. Just ask us about the availability of second hand parts when booking the service.
How long are your new part warranties?
All new hardware supplied by us, comes with a 12 month on-site warranty. This warranty includes free labour and parts, provided the defect has occurred due to normal operation of the part.
We provide a full 12 months free on-site labour and parts warranty regardless of the length of manufacturer warranty.