Customer Charter
Your PC PAL Engineers are committed to providing first class customer service and ensuring that you are happy with every part of our services. We have looked after thousands of customers and have a very loyal customer base. We are always looking to improve our service so please get in touch with any ideas or suggestions!
Please find below our 5 Point Customer Charter that your PC PAL Engineers always try our hardest to adhere to:
1. Provide First Class Customer Service
Your PC PAL Engineers understand the importance of ensuring that they arrive at your home or business as quickly as possible and at the time agreed. We aim to repair 99% of issues without having to take any equipment away. In the rare event that any equipment that is taken away for repair or further diagnosis, we will provide you with an expectation of when it will be returned.
Where spare parts need to be sourced, your PC PAL Engineers aim to carry an extensive range of spare parts. If we need to order specific parts, we will contact you to gain authorisation (with estimated time of arrival) for delivery upon acceptance of our quotation for parts.
2. Prompt and Clear Communication
Your PC PAL Engineers understand the importance of answering your call and aim to answer all calls within 5 rings. If we are unable to answer immediately (as we may be speaking to another customer), then we will return your call within the hour. We will also provide prompt replies via email.
3. Clear and Simple Pricing
Your PC PAL Engineers aim to provide clear pricing information before commencing any work for you and will provide a fixed price for the supply of new or replacement spare parts in advance for your authorisation.
4. Payment and Receipts
Your PC PAL Engineers aim to ensure we provide convenient payment methods including Cash, Company Cheque, Debit and Credit cards. Payments will be taken via our secure website and a full receipt or invoice will be provided.
5. Always Ensuring your Data is Safe and Secure
Your PC PAL Engineers aim to treat data on customer's machines in utmost confidence. We will ensure that any hard drive containing data is returned to the user for safe disposal. Should you donate old computers to us, we will ensure all data is removed or destroyed promptly.
Your Comprehensive Guarantee
Your PC PAL Engineers always aim to leave you fully satisfied with the service provided to you and we understand that on some rare occasions, glitches and bugs can seem to appear or re-appear sooner than you and us expect.
For your reassurance, your PC PAL Engineers guarantee that should the PC or Laptop re-occur with the exact same fault as reported & diagnosed by your PC PAL Engineer within 30 calendar days of us first visiting you, we will attempt to repair the unit at no additional (excluding the cost replacement parts or software required to effect the repair).
Please note that your guarantee is subject to the following:
- This guarantee is applicable to software or hardware issues on a PC or Laptop visited by a PC PAL Engineer only
- We will provide support to you on only one occasion and at our discretion (either via telephone, remote control, on site or collect & return)
- We reserve the right to only deal with the person who booked the original appointment
- For the safety of our engineers, we reserve the right to refuse further support due to unreasonable, inappropriate or threatening language or conduct
- Microsoft Windows Updates or OSX updates related issues are excluded
- If you have installed or removed any software, visited virus infected websites or we feel you have failed to reasonably act upon the advice given by your PC PAL engineer at the time of the first visit, we reserve the right to charge for addition support time (as per our current pricing structure).
