Guarantee Terms and Conditions

We have high expectations and we know you do to. These 5 1/2 Point Guarantee Terms and Conditions help to define those expectations in black and white. Don’t be put off by the length of these Terms and Conditions. They’re here because we care about YOU, the customer, and want you to have a remarkable experience with PC Pitstop every single time.

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By visiting this site it means that you automatically accept all these terms and conditions. Please carefully read all information concerning our Terms and Conditions, Privacy Policy and FAQs.

Additionally please note that our website contains numerous trademarks which can belong both to our company and third party companies. Using the logos, icons and service names is prohibited in any manner that is likely to cause confusion among our customers, and will be considered a violation of copyright law.

We reserve the right to make changes to these terms and conditions at any time without prior notifications.

Our company is located in NSW, Australia and the laws of the state of NSW shall govern any interpretation of these terms and conditions.

 

1.    Unbelievable Service – You will be informed about your computer the same business day.  If you don’t hear from us on the same day, your service or repair is FREE and you will receive quarterly Tune-up services for FREE for the next 12 months.

Point 1 supports Our desire to ‘Keep You Informed Every Step of The Way’ and therefore relates to communication regarding the progress of Your job/ticket at PC Pitstop. We will call You with an update the day You sign your equipment into PC Pitstop between the hours of 9am – 1pm weekdays. Equipment signed in after 1pm each day is automatically assigned for communication the following day as time is needed to make an assessment of the equipments condition. This is discussed and agreed upon with customers at point of drop-off and sign-in.

‘If you don’t hear from us’ in Point 1 does not include circumstances where You, the Customer, have not heard the phone message left by PC Pitstop; did not receive the passed on message made by PC Pitstop to one of Your colleagues, employees or members of Your household on given phone numbers; did not see the text, email or letter message sent by PC Pitstop; or in circumstances where PC Pitstop has made the daily maximum number of four (4) attempts to contact you via any of these methods, whether through any fault of your own or not, and has not been provided an alternative way to reach you. Every communication or attempt at contact with You is recorded in Your allocated file in PC Pitstop’s Customer Relationship Management (CRM) software complete with time of contact and purpose/outcome of said contact.

‘Service or Repair’ in Point 1 refers to the labour component of charges only. Parts, including all hardware and software are required to be paid for by You, the customer, at job/ticket completion and pick-up.

Qualification of ‘FREE’ Quarterly Tune-up Services in Point 1 is dependent on the above conditions and determined at the discretion of PC Pitstop staff only. If You qualify You will be notified immediately via the most appropriate communication channel at the time, determined by PC Pitstop staff. Your quarterly tuneups are calendar scheduled by PC Pitstop staff who will send reminders to You each quarter, commencing the following quarter, via the most appropriate  and agreed upon communication channel for both parties at the time. The FREE quarterly tune-up service is valid on the one computer, the same computer as originally serviced only for the course of the 12 months. Exceptions only for special extenuating circumstances as determined by PC Pitstop staff. If You do not return to PC Pitstop for one or each quarter to claim your FREE Tune-up, they do not roll or accrue to the next quarter or extend the allocated 12 months from date calendered by PC Pitstop. After one (1) reminder each quarter it is Your responsibility to return and claim each quarters Tune-up service.

‘Tune-up Services’ in Point 1 refers to the set Tune-up service offered by PC Pitstop that optimises, scans and tests Your computer. It is routine as part of this service to check for issues that may be causing other problems or may cause problems in the near future. These, and any other hardware or software issue that the computer is currently experiencing are charged as additional services. Therefore, if, upon claiming Your FREE Tune-up service, your computer, the same computer as originally serviced, is experiencing problems of a nature not repairable by Tune-up alone, those repairs will be charged separately, including labour and parts.

2.    Virus Protection – If we cannot successfully remove a virus on your computer the first time, you will receive FREE Norton Internet Security software for a further 12 months AND you will receive quarterly Tune-up services for FREE for the next 12 months.

Point 2 supports and refers to Our stringent Quality Control Measures of Your and every job/ticket completed at PC Pitstop, especially concerning the arena of viruses and virus removal. It also reflects on Our belief in the Education Age of the Technology Age and how we strive to educate You, Our customers and the greater public on virus trends, how to avoid them and how best to protect Yourself and Your equipment.

‘If we cannot successfully remove a virus on your computer the first time’ in Point 2 does not include circumstances where You, the Customer, have knowing or unknowingly reinfected your computer after the removal completed by PC Pitstop. Our tools to remove viruses on computer equipment are second to none and can determine 99% of the time exactly where the viruses came from and at what time. If we discover that reinfection of your equipment was indeed at no fault of Our own You will be informed about the circumstances of how that happened and charged again for PC Pitstop’s Virus Removal service should you wish to eradicate it. If, however, we determine Our own errors or indeed the stealth skill of the virus itself to avoid detection and removal are reason for fault – that the virus was not successfully removed the first time – we honour the Guarantee outlined in Point 2 as compensation and remarkable value.

‘Norton Internet Security software’ in Point 2 refers to 1 x current year disk version only. This is provided ‘as is’ and can be used or given as a gift to a friend or family member as You choose. The software may be installed free of charge on Your computer at time of servicing if requested and applicable to do so but cannot be installed over the top of another version of the software already on Your computer. You also accept that any other security software on that originally serviced computer will be removed in order to install the Norton software if requested and applicable to do so. If You wish for PC Pitstop to install the FREE Norton Internet Security software on Your computer that was originally serviced or onto another computer of Your choosing after the time of original servicing you will be charged the Minimum Workshop Charge for that service.

Qualification of ‘FREE’ Quarterly Tune-up Services in Point 2 is dependent on the above conditions and determined at the discretion of PC Pitstop staff only. If You qualify You will be notified immediately via the most appropriate communication channel at the time, determined by PC Pitstop staff. Your quarterly tuneups are calendar scheduled by PC Pitstop staff who will send reminders to You each quarter, commencing the following quarter, via the most appropriate  and agreed upon communication channel for both parties at the time. The FREE quarterly tune-up service is valid on the one computer, the same computer as originally serviced only for the course of the 12 months. Exceptions only for special extenuating circumstances as determined by PC Pitstop staff. If You do not return to PC Pitstop for one or each quarter to claim your FREE Tune-up, they do not roll or accrue to the next quarter or extend the allocated 12 months from date calendered by PC Pitstop. After one (1) reminder each quarter it is Your responsibility to return and claim each quarters Tune-up service.

‘Tune-up Services’ in Point 2 refers to the set Tune-up service offered by PC Pitstop that optimises, scans and tests Your computer. It is routine as part of this service to check for issues that may be causing other problems or may cause problems in the near future. These, and any other hardware or software issue that the computer is currently experiencing are charged as additional services. Therefore, if, upon claiming Your FREE Tune-up service, your computer, the same computer as originally serviced, is experiencing problems of a nature not repairable by Tune-up alone, those repairs will be charged separately, including labour and parts.

3.    Fix it or Double it – If you are informed that PC Pitstop can fix your computer and we can’t, you will receive a credit for DOUBLE the price we quoted, PLUS we will pay for a competitor of your choice to fix it.

Point 3 relates to Our reputation for honesty regarding the suggested solution for Your computer during a PC Pitstop repair. After thorough assessment of your computer we will inform you via agreed communication channels the next step solution to ‘fix it.’ Due to the nature of technology we accept there are times when things do not work to ‘fix it’ as they should or as they have been advertised and so we developed this ‘Fix it Double it’ Guarantee.

‘If you are informed that PC Pitstop can fix your computer and we can’t’ in Point 3 refers to the rare circumstance that a solution applied to your computer after consultation and agreement by You fails to rectify the the original issue. This does not relate to advice given freely or otherwise to You or another customer You know on equipment You have not signed in for separate assessment by PC Pitstop nor to advice given through any PC Pitstop media such as newsletters, blogs and flyers. Each technology situation is individual in nature and each computer must be assessed individually according to it’s own parameters, environment, limitations and use. This Point also does not relate to issues that arise outside of the original issue. You accept that the nature of technology means that one part can be repaired one day and another part can fail the next, as too with software and human error on Your part.

‘Double the price we quoted’ in Point 3 refers to the written quoted price of the repair for the computer originally submitted for assessment only. It does not refer to an estimated price provided verbally at sign-in of computer before assessment by PC Pitstop staff has been made.

‘We will pay for a competitor of Your choice to fix it’ in Point 3 refers to a qualified technology provider within 30kms of the PC Pitstop store from which Your repair was originally quoted and includes ‘fair and reasonable’ labour charges only. Fair and reasonable meaning appropriate for the repair at hand and not unrealistically excessive from PC Pitstop’s original quote. Hardware costs excluded and must be paid by You to the competitor according to their terms and conditions. Any issues under warranty after said repair by PC Pitstop’s compeitior of Your choice will then be the responsibility of that competitor. This point, however, does not exclude you from ever doing business with PC Pitstop in the future, but simply enables you to gain a second opinion or secondary solution for Your computer repair at hand.

Qualification for the Fix it or Double it Guarantee is dependent on the above conditions and determined at the discretion of PC Pitstop staff only. If You qualify You will be notified immediately or within 48 hours via the most appropriate communication channel at the time, determined by PC Pitstop staff. We will arrange for Your ‘credit for double the price we quoted’ immediately or within 48 hours of Your qualification that you may spend immediately or within 12 months of writing. These details will all be recorded in Your allocated file in PC Pitstop’s Customer Relationship Management (CRM) software complete with time of contact and purpose/outcome of said contact.

4.    Risk Free Recovery – If you are informed your data can be recovered, and it isn’t, you will receive a credit for DOUBLE the price we quoted, PLUS a FREE 500GB External Hard Drive for your backup.

Point 4 supports Our enthusiastic emphasis on the importance of Your data and removing the risk of data loss for You, the customer. This is discussed and agreed upon with customers at point of drop-off and sign-in.

doesn’t include a third party recovery, ie, Ontrack Data Recovery.

‘If you are informed your data can be recovered, and it isn’t’ in Point 4

‘Credit for DOUBLE the price we quoted’ in Point 4 refers to

‘500GB External Hard Drive’ in Point 4 refers to 

5.    Time is Your Biggest Asset – If PC Pitstop does not have your computer ready for you by the time we agreed, your service charge will be waived, your computer will be delivered to your home or office at no charge, AND you will receive quarterly tune ups for FREE for the next 12 months.

Point 5 supports Our desire to ‘Keep You Informed Every Step of The Way’ and therefore relates to communication regarding the progress of Your job/ticket. We will call You with an update the day You sign your equipment into PC Pitstop between the hours of 9am – 4pm weekdays. Equipment signed in after 4pm each day is automatically assigned for communication the following day as time is needed to make an assessment of the equipments condition. This is discussed and agreed upon with customers at point of drop-off and sign-in.

Point 5 does not include circumstances where You, the Customer, have not heard the phone message left by PC Pitstop; did not receive the passed on message made by PC Pitstop to one of Your colleagues, employees or members of Your household on given phone numbers; did not see the text, email or letter message sent by PC Pitstop; or in circumstances where PC Pitstop has made the daily maximum number of four (4) attempts to contact you via any of these methods, whether through any fault of your own or not, and has not been provided an alternative way to reach you. Every communication or attempt at contact with You is recorded in Your allocated file in PC Pitstop’s Customer Relationship Management (CRM) software complete with time of contact and purpose/outcome of said contact.

‘Service charge will be waived’ in Point 5 refers to the labour component of the charge only and does not include parts (hardware or software) or any peripherals.

Qualification of ‘FREE’ Quarterly Tune-up Services is dependent on the above conditions and determined at the discretion of PC Pitstop staff only. If You qualify You will be notified immediately via the most appropriate communication channel at the time, determined by PC Pitstop staff. Your quarterly tuneups are calendar scheduled by PC Pitstop staff who will send reminders to You each quarter, commencing the following quarter, via the most appropriate  and agreed upon communication channel for both parties at the time. The FREE quarterly tune-up service is valid on the one computer, the same computer as originally serviced only for the course of the 12 months. Exceptions only for special extenuating circumstances as determined by PC Pitstop staff. If You do not return to PC Pitstop for one or each quarter to claim your FREE Tune-up, they do not roll or accrue to the next quarter or extend the allocated 12 months from date calendered by PC Pitstop. After one (1) reminder each quarter it is Your responsibility to return and claim each quarters Tune-up service.

‘Tune-up Services’ in Point 5 refers to the set Tune-up service offered by PC Pitstop that optimises, scans and tests Your computer. It is routine as part of this service to check for issues that may be causing other problems or may cause problems in the near future. These, and any other hardware or software issue that the computer is currently experiencing are charged as additional services. Therefore, if, upon claiming Your FREE Tune-up service, your computer, the same computer as originally serviced, is experiencing problems of a nature not repairable by Tune-up alone, those repairs will be charged seperately, including labour and parts.

5 ½  Raving Referral – If PC Pitstop receives a referral from you and we don’t follow it up by the next business day, you will receive FREE quarterly Tune-up services for the next 12 months!

Point 5 1/2  supports Our

Point 5 1/2 does not include circumstances where You, the Customer, have not heard the phone message left by PC Pitstop; did not receive the passed on message made by PC Pitstop to one of Your colleagues, employees or members of Your household on given phone numbers; did not see the text, email or letter message sent by PC Pitstop; or in circumstances where PC Pitstop has made the daily maximum number of four (4) attempts to contact you via any of these methods, whether through any fault of your own or not, and has not been provided an alternative way to reach you. Every communication or attempt at contact with You is recorded in Your allocated file in PC Pitstop’s Customer Relationship Management (CRM) software complete with time of contact and purpose/outcome of said contact.

‘Next business day’ in Point 5 1/2 refers to the labour component of charges only. Parts, including all hardware and software are required to be paid for by You, the customer, at job/ticket completion and pick-up.

Qualification of ‘FREE’ Quarterly Tune-up Services in Point 5 1/2 is dependent on the above conditions and determined at the discretion of PC Pitstop staff only. If You qualify You will be notified immediately via the most appropriate communication channel at the time, determined by PC Pitstop staff. Your quarterly tuneups are calendar scheduled by PC Pitstop staff who will send reminders to You each quarter, commencing the following quarter, via the most appropriate  and agreed upon communication channel for both parties at the time. The FREE quarterly tune-up service is valid on the one computer, the same computer as originally serviced only for the course of the 12 months. Exceptions only for special extenuating circumstances as determined by PC Pitstop staff. If You do not return to PC Pitstop for one or each quarter to claim your FREE Tune-up, they do not roll or accrue to the next quarter or extend the allocated 12 months from date calendered by PC Pitstop. After one (1) reminder each quarter it is Your responsibility to return and claim each quarters Tune-up service.

‘Tune-up Services’ in Point 5 1/2 refers to the set Tune-up service offered by PC Pitstop that optimises, scans and tests Your computer. It is routine as part of this service to check for issues that may be causing other problems or may cause problems in the near future. These, and any other hardware or software issue that the computer is currently experiencing are charged as additional services. Therefore, if, upon claiming Your FREE Tune-up service, your computer, the same computer as originally serviced, is experiencing problems of a nature not repairable by Tune-up alone, those repairs will be charged separately, including labour and parts.

Disclaimer

The information contained in this website is brought to you by PC Pitstop. The articles covered are meant for general discussion only and are not intended as advice.

The information provided here do not constitute legal or professional advice nor is it conveyed or intended to be conveyed in the course of any adviser-client discourse, but is intended to be general information with respect to common IT world issues.

Whilst every care has been exercised in the compilation of this content, PC Pitstop, in bringing to you, will not be liable for errors or omissions in the material or data in the content, or for any consequences arising from such errors or omissions. This content should not be relied upon as a substitute for detailed advice.

Any links to other third party sites are for end user convenience and do not necessarily imply sponsorship, endorsement, or approval by PC Pitstop, which has no responsibility for the content found on such linked sites. The PC Pitstop site may contain content provided by third parties and for which PC Pitstop assumes no responsibility. Your access to and use of this site is subject to your acceptance of this disclaimer.

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Still not convinced we’re here for YOU? Give us a call on 65 841 551 and ask as many questions as you need to put your trust in PC Pitstop.