Frequently Asked Questions

What are diagnostics and when does it apply?

Diagnostics simply means “determining the problem.” Diagnostics are usually only necessary when there is malfunctioning hardware in a computer, and is only charged to the client if the client decides not to have the work performed. With malfunctioning hardware, diagnostics are required in order to give you an accurate estimate by knowing exactly which part(s) need to be replaced.

How do I know if diagnostics apply to me?

This depends on the problem(s) you are having with your computer. Most computers that require diagnostics either have stability or startup problems, such as a “blank screen” when turning the computer on, or if the system randomly reboots itself or crashes.  Computers that properly turn on, boot up, and are otherwise stable, generally do not have a hardware problem. They are much easier and quicker to diagnose, and the client can have an estimate within minutes. This eliminates the need for a diagnostics fee. The difference here is that time is the only factor in the estimate, since no parts need to be purchased.

Why do you charge for diagnostics?

Unfortunately, many people abuse a free diagnostics policy. There are several parts inside a computer that could cause severe malfunction and startup issues. Some of them are easy to replace, and can be done with little expertise. (Example: RAM, Video Card, etc) By providing free diagnostics, many people would opt to install these parts on their own. That is entirely fine. However, the time it takes and the necessary knowledge to determine the problem, is what the diagnostics fee is for. Without this, technicians would spend much of their time performing a free service. If you decide to have the required work performed, the diagnostics fee is waived.

Why are recovery discs important and how do they help me?

Most of the popular name brand computers (HP, Dell, Compaq, etc) are sold with recovery discs. These discs contain the operating system, all the proper drivers for that specific computer, and all the software that was on there when you first purchased it. If your computer has become extremely slow from years of use, or a virus/spyware issue, usually the most economical solution is to re-load the operating system and start from scratch. A simple virus or spyware issue can sometimes be resolved without reloading the operating system. This is a subjective decision that will be discussed with the client before any work is performed. Recovery CD’s not only save time (for the client, this means saving money) but they also allow you to have all the software that originally came with your computer. Without these, a technician can only re-install the bare licensed operating system that was originally sold with the computer. (unless you decide to purchase an alternate operating system) This means you would have no additional software unless you purchase it, or choose to use free software. There are many free software programs available (check out the "Downloads" section) but the only way to have the software that originally came with your computer after a re-installation of windows, is to provide the recovery discs or software CD’s.

Which is more economical, in home service or bringing my computer to you?

The best times when in home service is beneficial to you, is if you are your computer is functioning properly and you need software assistance or training, or you are having an issue with a peripheral (such as a printer, wireless router, etc).  Situations like these are much easier resolved when the computer is hooked up and in its primary location, and eliminates bringing extra equipment (such as printer) along with your computer for service.
By bringing your computer to JP Solutions, your bill for services rendered will almost always be cheaper, due to many reasons. Primarily, there is no fee for an in-home visit. More importantly, there are several instances where a process can take several hours to complete, such as formatting a hard drive, or scanning for viruses or spyware. These only require a technician to start the process, and not be in attendance during the entire duration.  During a home visit, all time spent on location is devoted entirely to you, and therefore is accounted for on your bill.

Why is there a fee for in home service?

There are several reasons for this. The first and most obvious is to cover rising fuel costs. Also, all time spent on an in home visit is devoted entirely to that client, meaning the technician cannot multitask, is only working on your computer, and is not receiving calls/making appointments with other clients during this time. An in home appointment also means the technician is working around your schedule, rather than their own.  And last but not least, it helps by deterring an unnecessary home visit, simply because someone does not want to unhook their computer.

Why is the pickup and delivery fee the same as an in home visit? Why would I not just request an in home visit over pickup and delivery?

Again, the primary reason for fees in this situation is fuel costs. However, a client would benefit greatly by choosing pickup and delivery over an actual in home visit, because the time spent on repairs would be adjusted to actual time spent working on the computer, as opposed to the entire time spent on location. (Waiting for anti-virus to scan, hard drive to format, etc) This means a cheaper bill for you, the client.

If you have any questions that are not covered in the FAQ, please feel free to call or e-mail for further assistance!