frequently asked questions
There are bound to be questions you’d like to ask us. Below are some of the most regularly asked questions about our products and services. If you can’t see the question that you’d like answered please do contact us directly via telephone or email.
I need help now. Just how do I get it?
Firstly, don’t panic! Talk to one of our certified engineers, and we will go through everything in detail with you. For speed and practicality we will seek to rectify any issues using our remote access tools or simple instructions over the telephone, or if appropriate or if preferred, we will arrange one of our certified engineers to conduct an on-site visit. Alternatively, you could choose to use our ‘despatch to us’ service. Whatever method you choose to use, our engineers will be able to advise you on all aspects of getting your issues sorted quickly. We want to make things as simple and easy for you as we can.back to top
Is your remote access software secure?
Our remote access software utilises the very latest encryption technology to provide a one time only connection directly between your computer and our engineer’s computer. Once the support session has finished, then the remote access software disconnects securely and safely from your system. We, or for that matter anyone else, cannot reconnect to your computer once your remote access session has been disconnected.back to top
What geographic area do you cover for on-site support?
pc-mac is based in Camden, North London and provides on-site support to London and the home counties. In some instances pc-mac will provide on-site support anywhere within the UK subject to contract or status. Please call us for further details.back to top
What if my problem is not resolved?
In the highly unlikely event that we cannot fix your issue pc-mac offer a no-fix no-fee policy for all telephone and remote access sessions. A 15 minute diagnostic session is provided free of charge.back to top
What is your availability?
pc-mac operate a 8.00am – 6.00pm Monday to Friday service. In addition, the emergency and out of hours support is available.
Home users are supported strictly on a first come first serve basis via the telephone help desk and our walk in surgery. For remote access and on-site support, we strongly recommend booking an appointment. Pay as you go client support is supported on a first come first serve basis via the telephone help desk and our walk in surgery. For remote access and on-site support, we strongly recommend booking an appointment.back to top
Which payment methods do you accept?
We accept all major debit and credit cards. We also accept company cheques. All clients that do not have contracts are required to give payment details in advance of the support session. All partnership contract clients IT are invoiced monthly in advance. All payments are required in full by BACS within seven working days from invoice unless otherwise agreed.back to top