Frequently asked questions

I work across the wider Auckland area - Central, North Shore, East, South, and out West. For most addresses around the city I can come to you.

Not quite sure if you're in range? Drop me a message with your suburb and I'll let you know.

Yes - you stay in control the whole time. A remote session only happens at a time we've arranged: you let me in, you can watch everything I do on your screen, and you can end the session at any moment. When the session ends, so does my access - I cannot connect to your computer without you.

And a word of warning: if anyone rings you out of the blue claiming to be "tech support" and asking for remote access, that's a scam - hang up. I only ever connect at a time you've booked with me.

Work is $65/hr whatever the job - troubleshooting, setup, data recovery, hardware repairs, the lot. I confirm the expected cost before any work starts, so there are no surprises on the invoice.

On-site visits also include one round trip billed at $40/hr (the dedicated Travel rate, lower than labour), with a $10 minimum when there's any travel at all.

The full breakdown lives on the pricing page, or you can get in touch for a quote on a specific job.

No - I don't resell hardware and don't earn commission on anything, so there's no incentive to push extras. The aim is to get the gear you already have working properly.

If a replacement part or an upgrade genuinely makes sense, I'll lay out the options and trade-offs and you decide whether it's worth doing.

If you're not sure what to buy - whether it's a part, cable, new device, or any other piece of tech - I can suggest the right thing to get, or pick it up and bring it along so you don't end up with the wrong product.

Parts and hardware are billed at cost - what the supplier charged, receipt included, no markup and no commission. You approve the price before I buy anything on your behalf.

Every booking confirmation email has cancel and reschedule links. Use those, or just reply to the email and I'll sort it out.

In-person visits: free if cancelled at least 12 hours before your appointment. Inside that window, a $35 cancellation fee applies. If cancelled within 2 hours of the appointment (when I would already be on the way), or if nobody is there when I arrive, the full $65 call-out applies plus round-trip travel. Remote sessions: free if cancelled at least 4 hours before your appointment. Inside that window, or if you are not there, a $25 fee applies. Please cancel using the link in your confirmation email, or by phone or text.

No-shows are billed as late cancellations - the call-out fee plus the round-trip travel I would have made to your address.

If you realise you can't make it, let me know any time before the appointment to skip the travel charge; with 12+ hours notice there's no fee at all.

A visit bills at the agreed rate when the problem is fixed - the issue described no longer reproduces by the end of the visit. A partial fix counts as a fix. Half price applies to the labour whenever I can't put the problem right - even when I leave you with a clear diagnosis of what's wrong and what to do next (for example, 'the drive is failing - here is the replacement to order'). Travel and any parts are charged as normal. A remote session where I can't fix the problem or explain the cause is free.

Nothing is due up front. After the job you'll get an itemised invoice by email - work, travel, and any parts.

Pay by bank transfer within 7 days (the account details are on the invoice), or cash on the day if you prefer.

Yes - a lot of software, account, and setup work can be done remotely once you've given me access, which usually means a faster turnaround and a lower bill.

If it turns out the issue really needs hands on a router, printer, or cable, we can switch to an on-site visit instead.

Pretty much anything you'd find in a home or small office - Windows and Mac computers, iPhones and Android phones, iPads and tablets, printers, smart TVs, routers, mesh Wi-Fi, and smart home gear. After a few years of doing this I can usually pick up something new quickly.

If you have something unusual or specialised, just tell me the make and model up front and I'll let you know whether I can help or point you to the right person.

You'll never be surprised by the bill. I confirm the expected cost before starting, and if the work is heading past it, I pause and check with you before carrying on - you decide whether to continue.

A booked time slot isn't a hard cutoff either: if the job needs longer and the calendar allows, I stay until it's sorted. And if it genuinely needs a second visit, the extra trip's travel is on me.

The fastest way is to book online - it shows the available days and times. You can also contact me by phone or email if you'd rather chat through it first.

For anything urgent, a phone call works best - I can usually slot you in sooner that way.

In-person visits: free if cancelled at least 12 hours before your appointment. Inside that window, a $35 cancellation fee applies. If cancelled within 2 hours of the appointment (when I would already be on the way), or if nobody is there when I arrive, the full $65 call-out applies plus round-trip travel. Remote sessions: free if cancelled at least 4 hours before your appointment. Inside that window, or if you are not there, a $25 fee applies. Please cancel using the link in your confirmation email, or by phone or text.

The cancel page itself shows you which window you're in (free / $30 call-out / $30 + travel) before you confirm, so there's no surprise.

Your files get treated as the most valuable thing on the machine. Before anything risky - work on a failing drive, a hardware repair, a system reinstall - I'll explain the risk and, wherever practical, back up your important files first. Nothing gets deleted without checking with you.

One honest caveat: recovery from a drive that's already failing can never be guaranteed - a dying disk can give out even when it's handled carefully. I'll always tell you where you stand before any work starts.

If something I changed on a previous visit causes a new problem within 30 days, I put it right at no charge - labour and travel. That is how I stand behind my work. This covers fallout from my own work. A separate new issue, or a fault outside what I touched, is billed as its own job at the agreed rate.

Not GST registered. The price you see is the price you pay.