FAQs



Q?

What is online remote computer support?

A.

Online computer support, also known as, “remote” or “virtual” computer support is when one of our Computer Gearheads technicians can work on your computer over the internet. The technician can view your screen and move the mouse and keyboard safely from a remote location.
The benefits of online computer support include:

  • Fast: Receive help instantly without having to wait for a tech to arrive to you.
  • Convenient: No need to take the bulky computer to a shop or wait for an expensive in-home visit.
  • Secure: Our connections are encrypted using some of the same protocols as online banking. Also, you are in complete control and can end the session at any time.

Q?

What if you can’t fix my problem remotely online?

A.

There are times when an online remote session will not be able to fix a particular problem. In those cases we will schedule an onsite technician to be physically sent to your location or bring your computer back to our offices to repair the computer.

Q?

Do you work on Mac computers?

A.

We support both Windows and Mac through our onsite and online services. Our services do not limit us to just one operating system.

Q?

How long does it typically take to solve a problem?

A.

Most of our support sessions take about two to three hours. The session may be much shorter or longer depending on the number of and severity of the issues. In some cases when a computer is heavily infected with viruses and/or spyware, work may need to continue by doing an in-home or in-office onsite visit by one of our certified technical experts.

Q?

Is your work guaranteed?

A.

We will always work with you to make sure you’re satisfied with our work. If you ever have a question or concerns over a service, we're ready to make sure you are happy with your service.

Please understand the volatile nature of computers, and that some problems can be recurring but not necessarily due to poor service on our part. For example some computers are reinfected with the same virus or spyware after a user repeats the same actions that got the system infected in the first place.

If you have service performed and are not happy with the results we will work with you to complete the job to your satisfaction.