(1800 843 695)

Frequently Asked Questions

Have you got a question for us? These FAQs may help.

 Who do you provide IT Services to?

At The Owl IT, we specialise in providing IT services to both residential and small-to-medium business clients.

 

 What are your service guarantees?

We offer a No Fix, No Fee guarantee. This means that if we can't fix the problem for you, you won't pay a cent! We also guarantee our services for 30 days from the date of completion of a service so if something wasn't completed correctly the first time you won't be charged for us to return and fix it again. We also offer free Pick Up & Delivery, within our service area, with most of our Home IT Services.

 

 What are my payment options?

At The Owl IT, we are flexible with payment and offer a wide range of payment options. You can pay with Cash, EFTPOS/Debit Card or Credit Card (Visa and Mastercard only). All payment must be made once a job is completed. Owl Techs carry mobile EFTPOS machines so payment is made easy!

For our Business IT Services clients, we also offer direct debit payments.

 

 What are your operating hours?

Our standard operating hours are 9am to 5pm during weekdays, and 10am to 4pm on weekends, with the exception of official public holidays or days that The Owl IT are required to close due to exceptional circumstances. We also offer a 24-hour service for emergencies that need immediate attention.

 

 Which areas do you service?

The Owl IT services most of the Greater Melbourne region and Geelong. We will travel all the way to Mornington, Berwick, Geelong, Sunbury, Melton, Hurstbridge, Donnybrook, Lilydale and everywhere in between! Please visit our service area page to see where our Owl Techs fly!

 

 How long will you take?

Estimating how long a service will take always depends on the individual situation. If it's a minor problem that can be resolved onsite, we aim to have work completed within an hour. Should the problem require major attention we aim for a maximum two day turnaround with your computer being picked up and delivered back to you at no additional cost.

 

 How do I avoid losing data?

This very common question is easily answered: Back Up! When you arrange a service with The Owl we will advise that you ensure all of your important data is backed up before we arrive. If you haven't backed up your data we can perform a backup for you at an additional cost.

 

 What if repairs can't be completed onsite?

If repairs cannot be completed during an onsite service, we will need to take your computer back to base, repair it there, and then deliver it back to you. Should this be the case the service will be deemed to have been an onsite service and charged accordingly. We will not charge anything extra for taking the computer back to base and delivering it to you.

 

 Do Owl Techs speak English?

We aim to ensure that our customers understand what we are talking about when we communicate with them. We understand that the IT industry is filled with jargon and technical terms that can sometimes be confusing. Should we use these terms in communicating with you we will do our best to explain what we are talking about in the plainest English possible. Should you not understand something we've said, feel free to ask for a friendly explanation.

 

 What should I expect from an Owl Tech?

You should expect our technicians to be friendly and courteous, to be in uniform and to introduce themselves when they arrive. We aim to communicate constantly with our clients and keep them up to date with what we are doing throughout the process. We will aim to diagnose your problem soon after we arrive and give a recommendation as to the service that best suits the situation and an estimate of the time it will take to solve the problem.

 

 How do I book an Owl Tech?

You can book an Owl Tech by either calling us on 1800 THE OWL or by sending us an email.

 

 What Do I Do If I Need To Cancel A Service?

To cancel a service with us you will need to contact us 24 hours before your scheduled service to let us know of your cancellation.

 

 Do The Owl Service Apple Computers?

We are able to service most common problems with almost any computer, including Apple computers. However we currently do not perform internal hardware or major software repairs or upgrades on Apple computers. We are in the process of gaining our accreditation to perform these services and we will update our website when we are ready to offer these services. In the mean time if you think we might be able to help you please give us a call on 1800 THE OWL or send us an email for more information.

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