Question 1

Are you an insured business and do you guarantee your work?

Accepted Answer

We absolutely guarantee our work. For hardware replacement parts, these are covered by our 12 month On-Site parts and labour warranty. For virus and malware removal or software related repairs, we offer a 30 day warranty as long as the customer has not done anything such as re-downloading the malware or visiting an infected website after our service. In the rare event that damage is caused to your equipment during the repair process we guarantee to fix any such damage at our expense or compensate you for the value of the product prior to the damage being done. Such damage can include accidents where screens or parts are scratched or cracked while being disassembled. We also have 20 million dollars in public liability insurance in case any person is hurt while in our workshop or store.

Question 2

How did you decide to get into your line of work?

Accepted Answer

I started in computers at age 11 back in 1982 when the family bought a computer for Christmas.   I took to it like a fish to water and programming it came as easily to me as talking to another person.   I have always enjoyed, much to my parents' alarm, dismantling all the electronic devices in the house to see how they worked and then putting them back together again and getting them working (most of the time).   I have always loved a challenge and I also enjoy meeting new people so this work is perfect for me.   I have no interest in this business becoming larger to the stage where I am only a manager - I enjoy the actual work and will be doing it for as long as I am able.

Question 3

Do you have a favourite customer story you would like to share?

Accepted Answer

I have an elderly customer who had never owned a computer until she was lucky enough to win one at her local club in a raffle. She called me to show her how to use it and show her what she has been missing out on by not having one. She told me that she used to be pretty depressed since her husband passed and very lonely and tended to spend a lot of time and all her money playing pokies at the club. She now tells me that she could not imaging living without her computer and has become quite the social media queen. She now has a Twitter, Facebook, LinkedIn and Google+ account, uses Skype regularly and spends hours on Youtube. She said she has more friends now and is happier than she has been for years. She calls me every couple of months to keep her computer running (or so she says) but I suspect she really just wants a chat with friendly face and uses the service call as a bit of an excuse :) With her discount it only costs her $60 for an in-home visit while many other companies would charge as much as $158 for the same service.

Question 4

What do you like most about your job?

Accepted Answer

I enjoy making people happy. Nothing is better than finishing a job, solving the issues and leaving the customer with a big smile and every intention to tell their friends all about their experience. I love meeting all sorts of interesting people with all sorts of challenging problems. I believe that problems were invented simply to challenge me and I am yet to confront a challenge I can not find a solution to.

Question 5

What questions should a customer ask to hire the right service professional?

Accepted Answer

1. How many years experience does the technician have in the industry 2. What do other customers say about this business 3. Google the business name and look for bad reviews or complaints 4. Check the business has an valid ABN and how long it has been registered for 5. Check the business has a proper website, not just free business listings online 6. Check the business has been trading for at least 2 or more years and is listed in the Yellow Pages 7. Check the business uses a proper business email address, not a free Gmail or Hotmail address 8. Check that the business has a physical shop or workshop and check it out 9. Ensure that all work is covered by a guarantee including parts supplied 10. DO NOT be put off by the listed address of the business. Most mobile business service ALL areas - just ask

Question 6

What questions do customers commonly ask and how would you answer them?

Accepted Answer

Q. Why should I use Crawfords Mobile Computer Service?  A. We have over 25 years of experience in the Canberra region and thousands of very happy customers. Our skills and experience are well regarded in the industry so much so that a number of the largest computer service companies in Australia use us to do contract work for them when they are unable to meet demand. We come to you so you dont have to waste time unplugging then lugging your computer half way across town. We give you 100% of our attention to get your issues sorted out immediately.  Q. Are all repairs carried out at your premises or do you take the computer away and how long would I be without it for?  A. About 80% of repairs are completed within the first hour on-site. For repairs where we have to run processes that could take several hours, we save you money by doing these back in our state of the art workshop in Mitchell. In almost all cases, we are able to get your computer back to you the next day at a time that suits you or drop it off to you at your work or any other location. Our workshop is open 6 days a week so you can also drop your computer off to be serviced between 10am and 6pm Monday to Friday and 10am to 2pm Saturday.   Q. What are your charges?  A. We charge $145 an hour and have a minimum service call of 1 hour for onsite jobs where we send a technician to you or if you bring your equipment to us in Mitchell, the charge is just $99 per hour with a 30 minute minimum. After hours service calls do attract a surcharge - contact us for details as there are many factors that affect these rates. We provide remote desktop support for help with any issues as long as you have a working internet connection. We charge $120 / hour for remote assistance with a minimum of half an hour - payment by credit card or on invoice for business or repeat regular customers.   Q. I have a business - will you charge me more to fix my problems than you charge to private customers?  A. Absolutely NOT! We believe that any company who charges a business more than a private customer to fix, in most cases, the same type of faults is just gouging the business because "everyone else does it" and is a normal industry practice. We think it is an outrageous business practice and is completely unethical and is a practice we would never adopt.   Q. Do you provide pensioner or seniors discounts ?  A. YES! If you have a Seniors Card or Pension card, you will receive 15% off the labour cost of any service.  We do take into account any hardship you may be experiencing in affording to have your computer fixed – just talk to us and we will try to help you as much as we can. We do a lot of free or discounted work for charities we support including Darryl's Den in Holt.   Q. Do I have to get heaps of cash out of the bank to pay the bill?  A. All our mobile technicians carry EFTPOS facilities and can accept payment by EFTPOS Debit and Credit cards. We do not charge a surcharge for paying by credit card.   Q. Do you give a guarantee?  A. We certainly do. We stand by our work 100%. We provide a 12 month on-site parts and labour guarantee on any new parts we supply. We give 30 days guarantee on software fixes and virus removal (does not apply if we find that malware or viruses were downloaded again following the service but does include anything we may have missed during the service). After your service we are happy to take follow up calls for advice and assistance relating to the work we performed. You can call us any time about any issue you have and if possible, we will fix them over the phone or using remote desktop assistance.   Q. Can you come and fix my problem the same day I call?  A. YES! In most cases we can come the same day to get you back up and running and we do not charge you any extra for this - the same rates apply as for pre-booked services.   Q. Do you carry replacement parts if my computer needs them?  A. YES! We carry a large range of replacement parts including power supplies, Wi-Fi adaptors, video cards, RAM, keyboards & mice, routers, modems, cables, DVD drives, USB sticks, USB Hubs and more. We carry the parts needed to perform most onsite repairs. Our Mitchell workshop and showroom has an extensive array of parts and accessories and in the unlikely event we dont have what you want or need, we can get it in for you. We even stock laser toner and ink for printers and can order in any ink for any printer that we dont already have in stock, usually within 48 hours of placing your order. Some parts that are more fragile are not carried in our vans but if you think you might need or want to purchase a a specific accessory, let us know and your technician can bring stock with them to your appointment.

Question 7

What makes you the most reliable and trustworthy person for the job?

Accepted Answer

We have been in the IT industry in numerous roles for over 25 years adn have lived in Canberra for that entire time. All out technicians are fully police checked, very experienced and qualified in all the work they perform and while other computer shops are closing, we are growing. We have hundreds of happy customer reviews on our website, here and in Google. Check out what our customers say on our website or Google us to see what people are saying. We are not part of a franchise and we are extremely proud of our reputation for honest reliable repairs. We are also trusted to perform work on behalf of a number of interstate ICT companies as well as many local businesses. In short, our online reputation and customer reviews speak for themselves.

Question 8

Why should a customer hire you over another service provider?

Accepted Answer

• Same day service available with no additional charges! • Reasonable rates • Generous Seniors Card discount • Deal directly with the business owners (not a franchise call centre) • Appointments available 8am to 8pm, 7 days • Extremely experienced technicians • We are locally owned and operated, not a franchise or overseas owned company • All technicians are fluent in English and can speak at your level, no technobabble • We do everything from Virus Removal to Repairs, Upgrades, Training, New Computers and more • All work guaranteed • We only use quality brand name replacement parts • Check out 120+ customer reviews at https://crawfords.co/feedback.php

Question 9

What are the typical things that you need to know before you can provide a quote to a customer?

Accepted Answer

The age and model of the computer, ie 7 Years, Toshiba, Dell etc The version of Windows, eg. Windows 10, 8.1, 7 or model if an Apple computer. The symptoms of the problem, what you suspect it could be & what may have caused the problem if known Any previous repairs that were done by other technicians at other companies before you contacted us. Any noticeable signs that the issue was going to happen ie. has it been getting worse over time or were there warning messages from the computer, loud noises or odd smells or its been getting slower or the fault has been occurring more and more frequently We can only give an exact quote after examining the computer or device but we can usually give a general range of prices based on similar repairs over the phone or by email. The cheapest way to get a fixed quote is to come to our workshop with your computer. We can examine it and give you a fixed price to repair it. If you choose not to proceed then we only charge $35 for the diagnosis but if you proceed with repairs, that fee is waived.

Question 10

How can a customer save money before you start the work? Please give 3 tips

Accepted Answer

It saves us a lot of time if you have all software installation disks and product keys and passwords for email and other accounts available. Put the computer or device to be worked on in a tidy uncluttered well lit area with easy access to its cables and all parts of the equipment. If you have a noisy or boisterous dog or other pet, putting them away before we arrive is very helpful. If your computer takes a long time to start, having it turned on when we arrive can save time also as long as it does still turn on.

Question 11

Are there any special offers you would like to offer to Oneflare customers?

Accepted Answer

Mention Oneflair when you contact us to receive an additional $5 discount off the cost of your next service with us.   This is on top of any other discounts or offers you may be taking advantage of such as Seniors Discounts etc.

Question 12

What makes your pricing competitive?

Accepted Answer

We charge less than most major competitors as we don't pay for the largest ads in every publication and on every platform in the country and we dont have a head office or executives to support. We are not a franchise so we dont have to pay fees to multinational companies. We put all profits right back into improving the facilities at our workshop to provide the highest possible standard for all repair work and providing a comfortable place for our staff to work.

Question 13

How do you normally charge for your service?

Accepted Answer

W accept payment by MasterCard & Visa, EFTPOS, Cash or direct bank deposit.  We offer a seniors card holder discount and if we can't fix your problem you do not get charged  for the service.

Question 14

Is there a particular aspect of your trade or industry that you specialise in?

Accepted Answer

We specialise in all Windows based laptops, desktops and all-in-one computers from Windows XP to Windows 8 including Windows Servers. We repair apple computers and provide software and setup services for all tablets and other electronic devices. We do hardware repairs & upgrades, software installation, training, virus and malware removal and general maintenance and tune-ups to make your computer run as efficiently as possible. We also setup wireless networks, printers routers and other peripherals for home and small business including long range WiFi hotspots for factories and large spaces.

Question 15

What experience, skills, qualifications or training do you have to make you the right person for the job?

Accepted Answer

We specialise in Windows 10, Windows 8.1, Windows Server, Windows 7, Windows Vista, Windows XP, Windows 2000 and even Windows 3.1 and iOS for all apple products from iMac, iPad, iPod, iPhone and Apple laptops of all types. We can design and host your websites, business and private email accounts. We can repair or upgrade any laptop, desktop or all in one computer. We can recover lost or deleted files, help you setup a new computer, transfer files from old computers to new computers, setup printers, scanners, WiFi and cabled networks and anything else IT or computer related. David has been working with computers since 1982 and Ben since about 1990. We have an extremely wide range of skills that give us a much deeper understanding of problems we are asked to fix so we find better more targeted solutions that result in much better outcomes for our customers. We stock a huge range of spare parts and accessories and our vans are fully stocked and equipped to perform almost any repair. Our state of the art workshop in Mitchell is the most well equipped and organised and high tech computer repair shop in the region and possibly further. See our website for more details and photos of our workshop. While other computer shops are messy, disorganised and dirty and closing down one by one in Canberra, we are growing. In any given week, 80% of our appointments are from repeat customers.

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