Please feel free to email us with any questions you may have. Below are a few questions and answers that may help you understand the services we offer and various aspects of them:

How do I pay?
Will I lose any data?
What is the order process?
What are your repair timescales?
What if hardware needs replacing?
The collection is arranged, now what?
What should I send with my computer?
How should I package my computer?
Do your repairs have a warranty?
I have an urgent repair, can you help?
What happens if there's a delay?
Will my personal data remain confidential?
Why should I trust you?

FAQs - The basics

How do I pay?

All collect and repair services from Resolve I.T. Ltd. are prepaid - payment should be made using the secure checkout on the site. In all other cases (when work has been carried out on site) payment will be invoiced for and expected retrospectively using cheque or cash.

Will I lose all my data?

In 99% of cases the answer is no. We will take every reasonable step to keep your personal data safe, secure and private. Regardless of the original fault, there is both a risk to your data and steps we can take to ensure its safety. In light of this we always recommend you make a backup of any data precious to you prior to it being picked up by us (if possible). In those cases where the hard disk has failed, data recovery may still be possible. We will inform you of the circumstances of the hard disc failure and inform you of your options. We are equipped to forensically examine, deconstruct and reconstruct hard discs but this is very time consuming, high risk and can not be guaranteed. but this can be quite time consuming, will carry additional cost and cannot ever be guaranteed to be 100% successful. If you are concerned about the loss of valuable data please ensure that you have discussed this with us before shipping your computer back to us. We will do everything we can to help.

I have placed my order, now what?

Your payment will be verified and you will be contacted by one of our service coordinators to arrange a convenient collection date and time. You will receive automatic updates as to the status of your order from our system which will hopefully keep you informed as well as being able to see updates manually entered on any page of the site.

How long will it take for the service to be carried out?

Under normal circumstances, once we have received your equipment into our repairs workshop, any work should take a day at most. There is no fixed length of time and this can sometime be much less (a few hours) or longer than planned if the problem is a particularly troublesome one. We will keep you informed either way and (hardware replacement excluded) you should not incur any additional charges as our 'Collect and Repair' services are fixed fee!

What happens if spare parts are required?

If you have suffered a hardware failure, often the only way around it is to purchase a replacement part. Resolve I.T. has the tools and experience to repair component parts and this can keep costs to a minimum. However, on the occasions where this is either (a) not cost effective or (b) would adversely affect the reliability of your equipment, we will contact you and suggest a replacment part. These will be sourced from our supplier once you have agreed to the the order and cost, which will be extremely competitive.

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FAQs - Getting the logistics organised

My order is placed, I have spoken to a service coordinator and we agreed a day and time, now what?

You're all set for the collection. We now need you to package your laptop or the base unit of your computer so it is protected to your satisfaction. We can supply you with packaging materials at very competitive prices if you need them. Once packaged, all you have to do is make sure you are ready and waiting for the collection! We advise you to photograph your computer to ensure it's condition is maintained during both its trip to us and during the repair process.

What do I have to send with my computer?

In every instance we ask that you provide us with your Windows password, the AC adaptor for your computer and any Operating System disks/ CDs (usually Microsoft Windows) and licence keys you may have.

What about packaging?

We understand you may have long since disposed of the original packaging for your computer and can help you out if needed. We can send you appropriate packaging materials to enable you to package your computer ready for collection at a very low cost. This will ensure safe travel to and from us and give you one less thing to worry about.

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FAQ's - Impressing You With Our Service

What warranty do you give?

Resolve I.T. gives a standard 90 day warranty on all work and parts. Should your computer have to be returned to us, with our agreement because we have not rectified the original fault, then we will repair it under our warranty programme providing the fault is related to or the direct result of our original repair. We will cover the cost of collection if the fault reoccurs within 28 days. If the fault reoccurs after 28 days we simply request that you ship the computer back us with your own courier.

If my repair is urgent can the service be made even faster?

Our standard service is typically a 3-7 working day turnaround from collection to repair. A fast-track service is available at additional charge upon request. Please call or contact us for further details.

What happens if my computer repair is delayed?

Even in the best of companies, sometimes delays do happen. In unusual circumstances a delivery of spare parts can be delayed or a wrong part despatched to us by a supplier. Here at the Resolve I.T. our experts take a pride in ensuring that we tell you before you call us. In the unusual event that you have to call us at all you can rest assured that our fully automated tracking system gives us the information we need to put you in the picture immediately.

My computer holds some confidential information, is it safe?

The short answer is yes. You may have read stories about other computer repair companies treating customer computers like they were their own. You can rest assured that nothing on your computer outside the operating system will be looked at in any way. The processes that do scrutinise all your files (data recovery for example) are run by our automated system and have little human involvement. In the case that we discover anything we are obliged to report to the authorities by law, we will of course be bound to do so.

Can I trust that I will get my computer back?

We understand that it takes a lot of trust to send off your computer for a few days. Be assured there is always someone on the end of a phone and that Resolve I.T. is a registered (Companies House and V.A.T.) company. We operate a very strict policy of honesty and openness that is dear to everyone in the company. To not get your computer back would be theft - of course you'll get it back (and it'll probably run faster than it used to!).

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