Frequently Asked Questions & Answers
Q. How soon can I get support? Do I need to schedule it?
A. In most cases we can take care of you the very same day!
On-site Scheduling
We schedule on-site appointments as requested by our clients depending upon their needs. Contact us and we will set up an appointment as it fits within our current obligations and that best fits your schedule as well. Advance scheduling for the following week, weekend or a predetermined date / time can be accommodated and is recommended for the proper planning of large projects.
No Appointment Drop-off & Pick-up Scheduling
There are certain situations when it is more convenient for our clients to bring their Mac by our office location for diagnostics testing, data recovery and/or extended troubleshooting.
Our office repair service is done on a “first in, first out” basis except for emergency service requests. Most repair services & diagnostics are accomplished within 1 to 2 business days except where necessary parts are not immediately available, delayed in transit or when extended troubleshooting is required.
Q. Do you offer after-hours emergency service to new clients?
A. Not at this time. Only our managed service agreement and retainer clients are under priority contract and guaranteed a rapid emergency response time of less than 3 hours.
Q. What is your hourly on-site rate?
A. Our current standard rate is $95 per hour (plus local sales tax) and starts when we begin service at your location. For out of area clients, the rate is $110 per hour plus applicable drive time. These rates apply to most of our services and we don’t charge anything extra for our business clients. We try to keep it simple this way. For additional details, check out our Rates section or just Contact us if you have any questions. Most hardware upgrades such as hard drive installs, RAM and so forth generally take no longer than one hour to perform. Most of our services are performed on-site at your location for this price.
Q. Do you have an office location?
A. Yes. We offer Apple Macintosh and iPhone repair services at our Office Location in Overland Park, KS as a convenience to our clients. There is never a need for an appointment during our regular office hours.
Q. How much do out-of-Apple warranty repairs cost?
A. We charge a non-refundable $65 (plus local sales tax) fee to look at any Mac. This basically covers our time in order to fully diagnose your unit. If we find that there is a quick fix solution requiring no parts or additional labor, we will perform the fix and simply charge for the diagnostics fee. In the event that you may need replacement parts, that's not a problem, we stock certain new genuine Apple parts such as a new power supply or logic board if you choose to have it repaired.
Macs and devices no longer covered by Apple’s warranty or AppleCare program can still be repaired by us. Our Apple Certified Macintosh Technicians can diagnose your device’s problems and provide an estimate including parts and labor to fix the problem.
• Non-refundable Diagnostic fee $65.00 (must be paid for unless repair work is performed by us)
• In-House Tech Bech labor rate $80.00/hour
• Emergency Repair Service labor rate $130.00/hour
Most common repairs are completed within 1 to 1.5 hours, but there are situations that can take longer to complete. After the first billed hour, we bill in 15 minute increments and we will let you know in advance if we expect a repair to go over the normal time frame or if we encounter difficulties.
There will be occasions where purchasing a new Mac will be preferable over fixing an older unit. We can help in choosing a new one at the local Apple store or online.
Complete Diagnostic Service
We will examine your unit and let you know what we think the problem is and the cost to fix it. However, in rare cases this estimate can be subject to modification as additional parts may be involved that were unable to be determined during the initial diagnostics process or failed later in the process. Should this occur, you will be called for a new authorization before any additional work is done.
How long will it take? In most cases we can get your Mac on the bench the very same day. Otherwise, there is a general 24-48 hour time frame in order to have it fully tested. If we run into a backlog situation or encounter some difficulty, we will always keep you fully informed every step of the diagnostic & repair process. In the event of costly parts such as a new logic board or LCD screen, we may ask that they be paid for in advance prior to ordering.
You can check the status of your AppleCare warranty with Apple Online.
Q. Do you make house calls?
A. Yes. We come to you! Being an on-site support provider we will visit your residential location, home office or place of business to perform all of our support services. As Apple certified professionals, we have the technical gear and experience required for most Apple hardware upgrades, repairs and diagnostics on-site. If we determine you need replacement hardware, we will obtain the part needed and come back out to install it ASAP.
Q. What if I need to reschedule or cancel my consulting appointment?
A. We ask that clients try and give at least 24 hours notice for rescheduling or cancellation. Although, we do understand that events can take place last minute and we will work with you to reschedule another time for your visit.
Q. Do you work with Windows machines as well?
A. Yes. We can offer limited Windows PC support for our home and business clients that may need help in setting up file sharing, network, printer access, migration or data transfers to a new or existing Mac.
Q. Do you repair iPhones?
A. Yes. We can repair and fix hardware issues that fall outside of Apple's standard warranty. Are you unfortunate enough to have a cracked iPhone screen? Maybe it worked its way into the wash? Don't fret! We can take care of you. Please visit our iPhone Repair section for more details and pricing.
If your problem is software or firmware related, we recommend taking it to our local Leawood Apple Store or the Country Club Plaza Apple Store for repair & replacement or contact Apple Technical Support directly. Apple doesn't allow third-party service providers to repair these products under their AppleCare warranty as they must be sent in to Apple directly or presented at an Apple Store for a replacement only.
Q. Do you charge for email and / or phone advice?
A. In most cases we will answer only general questions for free and if it requires less than 5 minutes of our time. Otherwise, we will answer your tech support related questions over the phone or via email in billable 15 minute increments. If the support related call results in us needing to visit you on-site, this billable time will then be waived or refunded in most cases. We will never charge for questions related to our services and how we can serve you. Some established clients choose to have us do odds and ends or answer their various email questions from time to time. The resulting accumulated tab is then payed at the end of the month at a pro-rated cost.
Q. What payment methods do you accept?
A. We accept all major credit cards, checks and of course...cash.
Q. Do you sell Macs or other hardware?
A. No. We like to keep the focus on support services. If you are looking for an excellent place to make hardware or software purchases, then we recommend visiting either one of our two Apple Store locations’. The Leawood Apple Store or the Country Club Plaza Apple Store. Do you need unbiased pre-sales buying advice? We offer pre-purchase consultation and advice to make sure you are getting exactly what you need without all of the sales hype.
Please feel free to Contact us for additional information.
We look forward to building a working relationship with you and your Mac!
