Customer Contact

Customer contact is required while the computer is in the possession of Glenwood computer repair department. A computer repair technician must notify the customer after certain milestones are met. These milestones are:

• After diagnostic
• To give them their repair options
• When parts arrive
• When the computer is finished

Other times may also apply based on the technician’s discretion. This will ensure that the customer is always aware of the current situation with their computer.  

Repair

On-Site

Business – Trouble calls concerning business computers will be handled within the same business day.
Residential – Trouble calls will be addressed on-site within 48 hours.

In House

1. Subject to parts availability – PC will be repaired and available for return to the customer within 72 hours of check in.
2. If we must order parts – once the technician notifies the customer and an agreement is made to order parts for repair, the clock will “stop”. Once the parts are received the customer will be notified of a completion time and the clock will restart. Total time to determine the problem and repair, once parts are on hand, should be no more than 72 hours.
3. If we must wait for customer to provide software or hardware to complete the repair the same rules apply as in bullet #2.

Follow-up Calls

The technician who completed the repair on the computer will follow-up with customer 48 hours after the computer is picked up to determine customer satisfaction.