In-person restrictions are in place for my safety.
Help Desk services are personalized help with computer software and hardware issues, usually by telephone.
Whether it is resolving a problem configuring a document or troubleshooting unusual behaviour, I can usually help.
Dealing with network issues including wireless connections generally requires on-site service.
I can also help with smart phones and tablets. I'm more familiar with Apple's iOS but can work with Android or other smart devices on-site or if you bring them to me.
I can transfer your programs and data to the new system, advising you about software which needs to be upgraded or replaced. In most cases this is more economical when performed in-shop.
Book an Appointment
Phone support is preferable in many circumstances because you can get immediate answers to you questions.
However, some time might be required for me to do further research before returning your call.
Remember, I can't see your computer so I need you to describe what you're seeing accurately.
If we determine that phone support cannot resolve your issues, an on-site visit may be required.
Many companies offer to remotely repair your computer.
Not only does that leave your computer vulnerable, but the necessary settings leave you more susceptible to being hacked or scammed.
You'll need to be ready to make changes to your computer following the instructions I provide over the phone.
Email support is preferable where you are located outside of Greater Victoria or if my business hours are inconvenient.
Turnaround is usually within one business day.
It takes time to research a problem and prepare an answer based upon the information you've provided to me in your email.
You need to describe the issue you're having accurately. Make a note of any error messages or other indications of what the problem is, including what you were doing when the problem occurred.
The more detailed your information, the more likely I can provide a reasonable answer quickly.
A screen capture of the issue or error messages is very useful.
If I'm unfamiliar with you and your technical knowledge or your computer and software, I may spend more time providing basic instructions (I cannot assume your knowledge or experience levels).
I may also provide more than one solution if I'm unsure which one will provide the results you're seeking.
Clients living outside of Greater Victoria, please see the pre-pay requirement for NEW distance clients.
If email or phone support cannot resolve your issue, an on-site visit may be required.
Onsite services is only available in Greater Victoria and by appointment.
While phone or email support may be quicker, sometimes the issue cannot be resolved by either method. In many cases it has more to do with knowing what to look for. Once diagnosed, I can usually fix the issue.
When I'm on site I have much more information available to me and can often quickly diagnose a problem and provide a solution because of my familiarity with computers and operating systems.
However, I cannot bring have all my tools and resources and may not foresee the necessity for specific resources. I may need to take the computer back with me and repair it in-shop.
Book an Appointment
I can't see your computer so I need you to describe what you're seeing accurately.
Using proper terms to describe specific tasks and locations on your computer will make the session go much quicker.
Simply restarting your computer resolves many issues.
These quick fixes eliminate the most common issues with starting your computer.
If you're unable to start your computer, I probably can't help you over the phone. Call to arrange for either on-site or in-shop service.
There's also Self-help Resources, a free resource on this site that can help you to resolve many issues yourself.
Before contacting me, you'll need to gather some information about your computer.
The details needed and how to locate them are contained on my Preparing for a Service Call page.
I'll need to know as much detail as possible about the problem including
If I am able to duplicate the problem on my equipment it will be easier to fix.
Determining the answer is often a process of elimination.
…[W]hen you have eliminated all which is impossible, then whatever remains, however improbable, must be the truth.
— Sherlock Holmes
As we eliminate possibilities, we narrow the investigation until only one possibility is left.
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Updated: January 10, 2024