Frequently Asked Questions

1. How long will my service call take?
A typical service call (virus removal, spyware removal & internet installation / troubleshooting, etc.) takes about 1 to 2 hours.

2. Is your service guaranteed?
Yes. We stand behind our service and repair 100%. If the technician is unable to remedy your computer issue, there is no charge to you. We may have to take computer away for repairing if it is going to take a while. Rough estimation will be provided before we take away machine for repairing.

3. How can I pay?
We accept Cash, EFtpos from service centre, Credit Card and Cheques by prior arrangement for our existing clients or on-line banking.

4. I have a conflicting obligation, can I cancel or reschedule my appointment?
Yes. We ask that you give us at least 12 hours notice as not to incur a $35 rescheduling fee. Cancellations require a 24 hour notice or a $50 charge will be billed to you. Appointments scheduled the day after a public holiday will require 48 hours notice of cancellation.

5. Can I drop off my computer for a faster repair or discount?
Yes we have our Sales & Service center in Onehunga if you like to bring your computers for repairs. You will find that total invoice is always less if you drop off machien to us.

6. What if my problem only takes 30 minutes to resolve? Am I still charged for a full hour?
Yes. However, if your service call is completed quickly you can ask the technician to look at other potential problems or answer any questions you might have about your system. Fractions after the first hour are billed in 30 minute increments.

7. Okay, I've made my appointment How do I best prepare for my service call?
To make best use of the technicians time we recommend you make a list of all the problems you are experiencing with your system, and have all manuals, software CD's and any other information about the computer readily available.

8. I purchased my computer used and I don't have any of the original software or drivers available. Can you still help me?
Yes. Typically a technician will be able to restore your original applications, data and serial numbers without having the original software CD's or manuals.

9. I know absolutely nothing about computers, can your technicians speak 'Non Geek' to me?
Yes. We are well versed in the English language and don't expect you to know anything about your system.

10. Do you only service businesses?
No. We are happy to work with individuals also. No client is too small.

11. My company is looking to hire a computer service provider, do you offer monthly contracts?
Yes. Please call 09 9503244 and ask for our corporate service department.

12. Do you charge for 'travel time' ?
Yes, we charge at our regular charge rates.

13. How long have you been in business?
Mace IT Services was established in 2008, but we have over 8 years industry experience.