Our standard support rates are:

Routine Support — £46 per hour (£23 per 30 minutes)
Priority Support — £72 per hour (£36 per 30 minutes)

The exact cost will depend on the service you book and the amount of time required.

Where additional work, replacement parts or other costs are required, we’ll explain these to you and obtain your agreement before proceeding.

Yes. Diagnosing a fault requires time to inspect, test and investigate your device, so diagnostic work is chargeable.

A Routine Drop-Off Inspection costs £46 and includes up to one hour of diagnostic labour.

If you need your device inspected more urgently, a Priority Drop-Off Inspection costs £72 and includes up to one hour of diagnostic labour.

If further investigation or additional work is needed beyond the included time, we’ll explain what we’ve found and discuss any additional costs with you before proceeding.

If we find that additional work is required beyond what has already been agreed, we’ll explain what we’ve found, what we recommend and any additional costs involved.

We’ll normally obtain your approval before carrying out additional chargeable work or ordering replacement parts.

This means you remain in control of the cost and can decide whether you’d like us to proceed.

Payment can be made securely by debit or credit card using the payment link included with your invoice. You can also pay by bank transfer, cash or personal cheque.

Payment for completed work is normally due on receipt of the invoice. If we are holding your computer or device, the invoice must be paid in full before collection or return, unless we’ve agreed otherwise in advance.

If replacement parts or other materials need to be specially ordered, we may ask for payment for these in advance.

Drop-Off Inspection is the right option when your computer or device has a problem and you need us to investigate what is causing it. The booking includes up to one hour of diagnostic time, after which we’ll explain what we’ve found and discuss any further work or costs with you before proceeding.

Drop-Off & Collection is for equipment where the work has already been discussed or arranged, or when you simply need to drop off or collect a device. It isn’t intended as a diagnostic appointment for an unknown fault.

Yes. Please book a drop-off appointment before bringing your computer or device to us. This makes sure we’re expecting you and available to receive your equipment.

If your device has a fault that needs investigating, book a Drop-Off Inspection. If the work has already been discussed or arranged, use Drop-Off & Collection instead.

We aim to complete work as quickly as possible, but the time required will depend on the problem, the work involved and whether any replacement parts need to be ordered.

We’ll keep you updated if the work is likely to take longer than expected and let you know as soon as your equipment is ready for collection.

Once we’ve confirmed that your equipment is ready, please arrange collection as soon as reasonably possible.

Yes. Home Collection is available if you’d prefer us to collect your computer or device from your home and bring it back to our premises for the work to be carried out.

Collection and return charges depend on your location and are separate from the cost of the work itself. You’ll be shown the applicable charge when arranging the service.

Once the work is complete, we can arrange a convenient time to return your equipment to you.

Collection and return charges are based on your location and the travelling time involved.

Band 1 – Warminster: £10 each way.

Band 2 – Nearby villages: including Heytesbury, Sutton Veny, the Deverills and Westbury.

Band 3 – Further afield: including Frome and Trowbridge.

The collection and return charge is separate from the cost of any work carried out on your computer or device.

If you’re unsure which travel band applies to your address, just get in touch and we’ll confirm the cost before you book.

We’ll let you know as soon as your computer or device is ready for collection.

Once you’ve received confirmation, you can arrange a convenient collection time using the collection booking link we provide.

Please make sure any outstanding invoice has been paid before you collect your equipment. This helps keep collection quick and straightforward.

Remote Support allows us to connect securely to your computer over the Internet and help you without needing to visit your home or have you bring the computer to us.

At your appointment time, simply call us and we’ll talk you through starting the remote connection using Jump Desktop Connect. Once connected, we can see and control your computer while you remain in front of it.

When the session is finished, we disconnect from your computer and the remote support session ends.

Remote Support is suitable for many problems where your computer is working and able to connect to the Internet.

We can help with issues such as email, software problems, Internet and browser settings, Windows or macOS settings, updates, security software, printers that are already connected to your network, and general computer help or setup.

Some problems can’t be dealt with remotely, particularly hardware faults, computers that won’t start or problems where the Internet connection isn’t working. In these cases, we may recommend a Drop-Off Inspection or At-Home Support instead.

Before your appointment, please make sure your computer is switched on, connected to the Internet and that Jump Desktop Connect is installed and ready to use.

At your appointment time, simply call us and we’ll guide you through starting the remote connection.

It’s also helpful to have any relevant passwords or account details available in case they’re needed during the session.

Yes. Remote Support uses a secure connection through Jump Desktop Connect, and you remain in control of your computer throughout the appointment.

You can see what we’re doing on your screen while we work, and the remote connection is ended when the support session is finished.

We’ll never connect to your computer unexpectedly. A Remote Support session is only started as part of an arranged support appointment.

If we find that your problem can’t be resolved remotely, we’ll explain what we’ve found and recommend the most appropriate next step.

Depending on the problem, this may mean arranging an At-Home Support appointment or bringing the computer or device to us for further investigation.

We won’t continue using remote support time if it’s clear that another type of appointment would be more appropriate.

The time you book is the initial time reserved for your appointment rather than a fixed-price limit on the amount of work carried out.

If more time is needed to complete the work, the session can continue at the same Routine or Priority rate, unless you ask us to stop.

We’ll also let you know if it becomes clear that continuing is unlikely to be practical or good value, or if a different type of support would be more appropriate.

At-Home Support allows us to come to your home and help with computer, technology or equipment problems that are easier to deal with in person.

At your booked appointment time, we’ll visit your home, discuss the problem with you and carry out the agreed work where possible.

At-Home Support is particularly useful when the problem involves equipment or services in your home, such as printers, Wi-Fi, broadband, Smart TVs or several devices that need to work together.

At-Home Support is suitable for a wide range of computer and technology problems, particularly where we need access to equipment or services in your home.

This can include setting up or troubleshooting printers, Wi-Fi and broadband problems, connecting devices, Smart TVs, email and software issues, new equipment setup and general computer help.

If the problem is likely to require lengthy testing, dismantling a computer or specialist workshop work, we may recommend a Drop-Off Inspection instead.

Please make sure the equipment you need help with is available and, where possible, switched on and accessible before we arrive.

It’s helpful to have any relevant passwords, account details or paperwork available in case they’re needed during the appointment.

When booking, please also provide any useful information about parking, directions or access to your property so we can find you easily and make the best use of your appointment time.

At-Home Support is charged at our standard support rates:

Routine At-Home Support — £46 per hour, plus travel

Priority At-Home Support — £72 per hour, plus travel

The amount of time required will depend on the problem and the work involved. Any additional costs, such as replacement parts, will be discussed with you before we proceed.

The time you book is the initial time reserved for your appointment rather than a fixed-price limit on the amount of work carried out.

If more time is needed to complete the work, the appointment can continue at the same Routine or Priority rate, unless you ask us to stop.

We’ll also let you know if it becomes clear that continuing is unlikely to be practical or good value, or if another type of support would be more appropriate.

If we can’t resolve the problem during your At-Home Support appointment, we’ll explain what we’ve found and recommend the most appropriate next step.

If further investigation, lengthy testing or workshop work is required, we may recommend taking the computer or device back to our premises or arranging a Drop-Off Inspection.

We’ll discuss this with you before carrying out any additional chargeable work.

Yes, wherever possible. We strongly recommend making a current backup of any important photographs, documents and other files before your device is left with us or work begins.

Computers and storage devices can sometimes fail unexpectedly, particularly when they already have a fault.

If you’re unable to make a backup because the computer isn’t working, please let us know when you leave the device with us, especially if it contains important or irreplaceable data.

Where possible, we may be able to create a backup for you. Any additional time or storage equipment required may be chargeable and will be discussed with you before proceeding.

If we identify a faulty component or believe a replacement part is required, we’ll explain what we’ve found and provide you with the expected cost before ordering or fitting it.

We’ll normally obtain your approval before ordering any chargeable replacement parts.

Some parts may need to be specially ordered, and we may ask for payment in advance for expensive or special-order items.

Where appropriate, we may offer a choice between new, refurbished or compatible parts and explain the available options before you decide how you would like to proceed.

In some circumstances, yes. We can investigate problems involving inaccessible, accidentally deleted or damaged files on computers and storage devices.

However, data recovery can never be guaranteed. A failing hard drive, SSD, memory stick or other storage device can sometimes deteriorate further when attempts are made to access it.

If we believe your data requires specialist recovery equipment, or that continuing could increase the risk of permanent data loss, we’ll explain this and may recommend a specialist data-recovery service instead.

We won’t send your device or data to a third party without discussing it with you first.

The time required depends on the nature of the problem and the work involved.

Some problems can be resolved relatively quickly, while others may require more extensive testing, software installation, updates or replacement parts.

We’ll keep you informed where appropriate and let you know if we discover anything likely to significantly affect the expected completion time.

If you need particularly quick attention, Priority Support may be available.

Yes. We can help move your files and other important information from an old computer to a replacement computer.

Our Moving to a New PC service is designed to help with the transition, including transferring your data and setting up the new computer ready for use.

What can be transferred will depend on the condition of the old computer and the software and accounts you use.

It depends on our availability and the type of support you require.

Routine Support is intended for non-urgent work that can be booked in advance through our normal appointment availability.

If you need help sooner, Priority Support provides access to our short-notice availability, including same-day appointments where available.

The online booking system will show the current availability for each service.

Yes. Where availability allows, Priority Support may be available at short notice, including on the same day.

Routine appointments are designed for customers who are able to book ahead, while Priority Support provides access to our shorter-notice availability at the applicable Priority rate.

If you need urgent help and can’t see a suitable appointment online, please get in touch. We may be able to advise you on the available options.

You can cancel or reschedule your appointment using the details provided in your booking confirmation.

Please give us as much notice as possible if your plans change, as this gives us the opportunity to offer the appointment to another customer.

For At-Home appointments, if you need to cancel or rearrange at short notice, please also contact us by telephone. This helps avoid situations where we may already be travelling to your appointment.

Depending on the amount of notice provided, a cancellation charge may apply in accordance with our Terms & Conditions.

If you’re not available when we attend an At-Home appointment, or you don’t attend an agreed Drop-Off, Collection or other appointment, the appointment may be treated as missed.

Any time or travel already incurred may be chargeable.

We understand that unexpected circumstances can happen, so if you know you’re going to be late or unable to attend, please contact us as soon as possible.

Full details of our cancellation and missed-appointment arrangements can be found in our Terms & Conditions.

The time you book is the initial time reserved for your appointment rather than a fixed-price limit on the amount of work carried out.

If more time is needed to complete the work, the appointment can continue at the same Routine or Priority rate, unless you ask us to stop.

We’ll also let you know if it becomes clear that continuing is unlikely to be practical or good value, or if another type of support would be more appropriate.

All support is provided personally by Richard, whether you book Remote Support, an At-Home appointment or leave your equipment with us.

Simple PC Help is a local, independent computer support business based in Warminster, with over 30 years of experience working with computers and technology.

This means you’ll always be dealing directly with the person carrying out the work, rather than being passed between different technicians or a call centre.

We provide help with a wide range of everyday technology, including:

• Windows PCs and laptops
• Apple Macs
• Printers and scanners
• Wi-Fi and Internet problems
• Email and account problems
• Software installation and configuration
• Security, viruses and malware
• Computer performance and maintenance
• Data transfer and backups
• New computer setup
• Smartphones and tablets
• Smart TVs and other home technology

If you’re unsure whether we can help with a particular device or problem, please get in touch before booking — we’ll be happy to advise you.

Simple PC Help is based at:

1 Bradley Road
Warminster
Wiltshire
BA12 8BL

Visits are by appointment only, so please make a booking or contact us before bringing equipment to the premises.

If you’re visiting for the first time and have difficulty finding us, please give us a call and we’ll be happy to help.

Yes. Simple PC Help is fully insured for the work we carry out, giving you additional reassurance when your equipment is being worked on or we are providing support in your home.

New hardware and replacement parts supplied by us are covered by the applicable manufacturer’s warranty, which will normally be at least 12 months.

Used or refurbished parts supplied by us are covered by our 30-day guarantee, unless a longer warranty is stated at the time of purchase.

If you believe there is a problem with work we have carried out, please contact us as soon as possible. We will investigate the issue and, where the problem is found to result from work we carried out, we will put it right at no additional labour charge.

Guarantees do not cover unrelated faults, accidental damage, misuse, subsequent changes made by the customer or another party, or failures of third-party products and services.

Nothing in our guarantee affects your statutory consumer rights.

If you have a question, aren’t sure which service to book, or would simply like to discuss the problem first, please give us a call, message or email.

Landline: 01985 330073
Mobile: 07979 252573
Email: info@simplepchelp.co.uk

If we’re unable to answer straight away, please leave a message with your name, telephone number and a brief description of what you need help with, and we’ll get back to you as soon as we can.

We’re always happy to help you work out the most appropriate next step.