PGP Computers Frequently Asked Questions:

Q: Do you warrantee your work?
A: Yes, we gladly warrantee all of our work.  Labor is warrantied for 30 days, new parts are warrantied by the manufacturer, and used parts carry no warranty.  Warranties begin at the date from which we are given the warranty by the distributor or manufacturer, not by the date you get the part or service.  If parts should need to be returned or replaced, we will cover restocking fees, our time, labor, parts, return materials, and return shipping cost.  We only cover the parts we sell, if you have added incompatible hardware or software, we do not cover these, as it's not our parts causing the problem, nor do we troubleshoot such problems on a no cost basis.

Q: If you don't fix it, do I still need to pay you?
A: Yes, finding problems takes time and sometimes the answer maybe simple or complex, but even simple fixes can sometimes be hard to find.  We work hard to find your problem as quickly as possible, but we charge for our time.  Electricians, Appliance Repair, Plumbers, Doctors, and Lawyers all charge for their time.  We feel that our time and service is just as important as anyone elses.  For instance, if you go to a Doctor for a problem and they diagnose it incorrectly the first time, they don't cut the rate, give you a refund, or give you a free visit - they charge you for their time and hopefully change the treatment.  Neither do they offer free phone support, they will however make an appointment for you to come in and see the doctor.  Sometimes the problem solving may take more than one trip and we may think we've got the problem solved only to find we don't, in this case all time is chargable.  If we should solve your problem in the first 5 minutes, it's still a 1/2 hour charge, we do not however continue solving every problem you've had in the past 6 months, the problems took time in coming about and will take time in solving.  Another common service call is software configuration or you've added software and now things do not work correctly.  If we don't use your software on a daily basis, it takes time to understand it, please don't expect us to magically know software we've never seen or use on a limited basis.  The single most common service call is virus and spyware removal, typically this takes 1 to 5 hours, so be prepared for this time or better yet, let us bring the computer in for service, this will save you money, since we can be doing things other than watching the scans on one computer.  Keep in mind there are millions of lines of programming code in the Windows Operating System, User Software, and Drivers and sometimes they don't play together well, then add some spyware, etc. and you can see the magnitude of some problems.  In the past we have given away much of our time and services, with nothing to show in return.  For this reason, our policy is as stated above.  If you should have any questions about our policy, please contact us before you decide to use our services.

Q: Can I return a purchase?
A: Yes, you can return any purchased parts provided they have not been installed and are in the original packaging.  Custom-build computer systems and special-order parts are non-returnable and non-refundable.  Software may only be returned if unopened.

Q: What if I change my mind about service?
A: We want to be as clear as possible as to what we charge for our time and services.  We charge a minimum of a 1/2 hour on any service call plus a trip charge.  If we arrive on your site, the charge stands, even if you decide for any reason you want to stop the service at that point.  If you drop-off your computer, a minimum diagnostic charge is applied to any computer which we put on our work bench, this is applied towards the labor charge should you decide to repair the computer.  If we proceed with repairs, there is a minimum of a 1/2 hour labor on any drop-off service, again the diagnostic charge is applied towards any service charge should you decide to repair the computer.  Please view our Rates pages for current pricing.

Q: Do you provide phone support?
A: Presently, we do not have the technical support staff to provide general support for products and services not purchased from PGP Computers or to answer the many questions on technical support we get from non-customers.

Q: Do you provide remote repair?
A: Remote controlling your computer via the Internet is the same as phone support, but faster.  Presently, we do not have the technical support staff to provide remote repair.

Q: Do you provide priority service?
A: We normally perform service work on a first-come first-served basis.  We understand that for any number of reasons, you may simply need your service completed faster than normal.  Therefore we offer our Priority Service.  This service stops us from what we are doing to help you with your problem, therefore we charge extra for this service.  This charge is $50.00 per hour in addition to our normal cost.  As an example: A priority service call would cost $80.00 per hour + $20.00 trip charge + $50.00 per hour priority service.  Our minimum service call is 1/2 hour, so your minimum charge in this case would be $85.00.

Q: Can I special order parts?
A: Yes, we can special order any part you request.  We require payment in full for any special order parts and/or software prior to placing the actual order.  Unfortunately, we have ordered parts in the past and simply been stuck with them.  Computer technology changes fast and parts get old very fast, the shelf life is so short it can be changed from day to day.  Sending parts back requires our time, materials, restocking fees and shipping cost.  For these reasons, if you order it - you bought it.