SERVICE
Welcome to Digerati Service . Let’s be honest, even the best quality electronics fail time to time. Whether its accidental or wear and tear, our service department have the tools to get you fixed up and back in action. For customers living outside of Nelson, take advantage of our online service request form for the fastest and most guaranteed service response possible.
A few things before we continue.
Before you bring your machine, consider the following pointers.
- Backup, backup, backup. There are two types of hard drive: one that has died, and one that will die. Click the following link to view a short video on using Time Machine Backup. http://www.youtube.com/watch?v=tPIusU_FIFY
- We work on a first come first served basis. This is the best way for us to give fair service to everyone, and is a standard procedure in most small computer service shops. We cannot re-issue machines while parts are on order for warranty service. Expect to leave your machine with us for the duration of the repair. If you require use of a computer during the repair, please ask about our rental services. In some cases, we can offer a premium “queue-jumping” service for a fee. This does not guarantee the computer will be done the same day, but we will give priority to your case by moving you ahead of the other computers in line.
- We are an independent, locally owned, Apple Authorized Reseller (retailer) and Apple Authorized Service Provider. This means that we have our own internal procedures that must be adhered to in order to comply with agreements between our company and Apple. Anything you may have been told by an Apple Employee over the phone will be subject to our own diagnosis and Apple’s Service Provider regulations. (ie.: if you have been told “You just need a new hard drive” on the phone, Apple still requires us to perform diagnostics to confirm this before we do any repairs/replace parts.)
- We are an Authorized Apple Service Provider. We do not have the same power that Apple Inc. does. Our system is designed to serve our clients here in Nelson. Wait times may very, depending on the case and shipping times.
- We support Applecare Protection Plan hardware service – all product usage questions should be directed to the toll-free number provided by Apple under your Applecare Protection Plan.
- If you are still within your Apple phone support period (90-day complementary, or 3-year with Applecare), please make use of that service. Many computer issues can be solved with a simple phone call to Apple’s excellent help line. Digerati Computing does not offer phone-support service.
- We do not support iPods. Help for iPod related questions can be found online or by calling 1-800-my-apple.
- We do not stock most service parts (or any warranty parts). Depending on the part needed, ordering can take anywhere from 48 hours to over a week if it is on backorder. During this turn around time we cannot re-issue your machine to you due to Apple service policies.
- Multiple issues: if you “save up” a number of issues before you bring the computer in for service, diagnostics and repair will be a more difficult, lengthy process. As hard as it can be to be without your computer for a period of time, it is best to bring it in as soon as you notice an issue. Any seemingly simple problem (such as your computer suddenly feeling sluggish), can have a complex underlying cause – such as a failing hard drive.
- Most dead parts need to be returned to Apple (particularly for warranty service). If, for any reason, you wish to retain your dead part, you may be charged for it.
- Software issues, spills, or physical damage are not covered by Warranty.
- Smoking, and your computer: please note that any Apple computer that has obviously been smoked around may not be covered by Apple warranty. We have also instituted a $20 additional fee to service cigarette-smoke damaged machines. Cigarette smoke can destroy a computer. It causes tar to build up on sensitive components and corrodes electronic parts. It makes surfaces sticky, causing dust to adhere to them. This also makes our job more difficult, and extra time is required to service these machines – not to mention that many of the components in cigarette smoke are considered to be bio-hazards.
- Goods left over 30 days are considered abandoned and may be parted out/sold to recover costs.
