FAQ
Frequently asked questions
Answers to the questions I hear most. If yours isn't here, just get in touch.
General questions
Do I need an appointment?
Repairs are by appointment, so I can give your machine proper attention. The easiest way is to book a slot on my online calendar. You can also call 07375 227793, message me on Facebook, or walk in to book or drop off a computer.
Can I book a computer repair online?
Yes. Pick a 30-minute slot on my online booking calendar, or log a job online and describe the problem. You'll find both on the Book a repair page and at the top of every page.
How do I check how my repair is going?
When a job is logged you get a job number by email. Go to “Check on a job”, enter your email address and job number, and you can read my updates and reply online.
What are your hours?
Appointments are available 08:00–20:00. Call or message to find a time that suits you.
Where are you based?
88 Shakespeare Street, Dumfries, DG1 2JJ, next to the Regal Cinema and St Andrew’s Church. I help people across Dumfries and the surrounding area, and offer remote support further afield.
How much will my repair cost?
It depends on the problem. Get in touch and describe what’s happening, and I’ll talk you through the likely options and cost before any work starts. No surprises and no upselling.
Do you do home visits?
Yes. Some jobs are best done where the equipment is, such as Wi-Fi, printers, setting up a new computer or fixing machines in an office. Book a slot online or call, tell me what’s wrong, and we’ll arrange a time. Any visit charge is agreed before I set off.
Can you collect my computer?
Yes. If you can’t get to the shop I can collect your laptop or PC, repair it at the workshop and bring it back. Any collection charge is agreed with you up front.
Can you fix my problem remotely?
Many software, email and settings problems can be fixed over the internet with remote support. Hardware faults, upgrades and data recovery need the device dropped off. I’ll tell you which applies when you get in touch.
Is remote support safe?
Yes, when it’s someone you contacted and trust. You start the session yourself, you can see everything I do on screen, and you can end it at any time. I never cold-call people offering remote support.
Will my files be safe?
Your files are treated with care and confidentiality. Before any major work, such as a Windows reinstall, I back up your documents and photos.
Do you work on Macs?
My main focus is Windows laptops and PCs, plus email and devices that connect to them. Get in touch about your Mac and I’ll tell you honestly whether I can help.
Should I unplug my computer during a thunderstorm?
Yes. Switch off and unplug computers, chargers and your broadband router from the mains and phone line when a storm is forecast. A surge protector helps, but unplugging is the only sure protection. I learned that first-hand when lightning struck my old Brooke Street workshop.
Do you help businesses?
Yes. I support sole traders and small businesses with computers, Microsoft 365, email, backups and remote help.
Laptop & PC Repair
Do you repair all laptop makes?
I work on Windows laptops and desktop PCs from all the main makes, including Dell, HP, Lenovo, Acer, ASUS and Toshiba. For Macs, get in touch and I’ll tell you honestly whether I can help.
How long does a laptop repair take?
It depends on the fault and whether parts need ordering. Many software repairs and SSD upgrades are turned around quickly. I’ll give you an idea of timing when I’ve looked at it, and you can check progress online with your job number.
How much does a laptop or PC repair cost?
It depends on what’s wrong. I diagnose the fault first and explain the options and cost before any work goes ahead. No surprises and no upselling.
Can you get my files off a laptop that won’t start?
Usually, yes. If the drive itself is healthy, files can normally be recovered even when Windows won’t start. See my data recovery page for more.
Speed Up Your Computer
Is it worth upgrading my old laptop or should I buy a new one?
Many laptops that are five or more years old run very well after an SSD upgrade and a clean-up. If your machine isn’t worth spending money on, I’ll tell you so before any work starts.
Will I lose my files with an SSD upgrade?
No. I normally clone your existing drive to the new SSD, so your files, programs and settings come across as they were.
Would more memory (RAM) help?
Sometimes. If you keep lots of programs or browser tabs open, extra memory can help. But on most older machines the hard drive is the real bottleneck, so I check before recommending anything.
Virus Removal
Microsoft phoned to say my computer has a virus. Is that real?
No. Microsoft does not phone people about viruses. If you let the caller in to your computer, stop using it for banking, contact your bank, and get the computer checked.
Do I need to pay for antivirus?
For most home users, the Windows Security built into Windows 10 and 11 is enough when it’s kept up to date. I’ll tell you if your situation needs more.
Will I lose my files when the virus is removed?
Normally not. Malware removal targets the unwanted software, not your documents and photos. If a full reinstall is needed, I back your files up first.
Email & Outlook
Can you fix my email without me bringing the computer in?
Usually, yes. Email problems are among the best suited to remote support. Get in touch and I’ll arrange a session.
Can you help with business email?
Yes. I help small businesses with Microsoft 365 mailboxes, shared calendars and setting up staff devices.
Will I lose old emails if my set-up is changed?
No. Before changing anything I make sure your existing messages are safely copied, then bring them into the new set-up.
Windows Repairs
Will a reinstall delete my files?
I back up your documents, photos and other important files before reinstalling, then put them back afterwards.
My computer can’t run Windows 11. What should I do?
It depends on the machine and how you use it. I’ll explain your options honestly, including whether an upgrade or a replacement makes more sense.
What does a blue screen mean?
A blue screen (stop error) means Windows hit a problem it couldn’t recover from. One-offs can be harmless; repeated blue screens usually point to a driver, software or hardware fault that needs looking at.
Data Recovery
What should I do as soon as I realise files are missing?
Stop using the drive straight away. Every time you use it, new data can overwrite the files you’re trying to get back. Don’t install recovery software on the same drive.
Can every drive be recovered?
No, and anyone who promises that isn’t being straight with you. I’ll assess the drive and give you an honest view before any work starts.
Are my files kept private?
Yes. Recovered data is handled confidentially and only used to get your files back to you.
Set-up, Wi-Fi & Printers
Can you move everything from my old computer to my new one?
Yes. I move your documents, photos, email and browser favourites, and make sure your important programs are installed.
Do you help people who aren’t confident with computers?
Absolutely. I explain things in plain English and never make you feel rushed.
What should I do with my old computer?
Once your files are safely moved, the old drive should be wiped before the computer is sold, donated or recycled, so none of your personal information goes with it.
Small Business IT
Do I need a contract?
No. Get in touch when you need help. If you’d like regular support, I can talk about what suits your business.
Can you set up computers for new staff?
Yes, including email, Microsoft 365, printers and the software you use.
Can you check whether my data is backed up properly?
Yes. I look at what you have, test that files can actually be restored, and recommend simple improvements if there are gaps.
Still have a question?
Call or message and I'll be happy to help.
Prefer to type it out? Log a job online or message me on Facebook.
Qualified · Insured · 20+ years in IT · Ex-Royal Signals · 4.9★ from 50+ Google reviews