A repair should fix the problem you came in with. Every so often, though, something crops up again afterwards, and it’s completely reasonable to wonder what happens next. Here’s what to expect, scenario by scenario.
If the same problem comes back
This is exactly what our service guarantee is for. If the issue you originally brought your device in for shows up again, let us know – if it turns out the work wasn’t performed satisfactorily, we’ll get it properly sorted. That’s the commitment, plainly.
If a virus or malware infection returns
There’s an important distinction here. If the original infection wasn’t fully cleared the first time, that’s on us to properly resolve – no argument. But a genuinely new infection, picked up afterwards from browsing, a download, or a compromised email, is a fresh problem rather than a failure of the earlier removal, in the same way a mechanic can’t guarantee your car will never get another flat tyre after a service.
Either way, if it happens again – especially soon after – bring it back in. We’ll check whether it’s the same infection resurfacing (which we’ll stand behind) or something new (which we’ll treat like any new job). If you’re dealing with a suspicious pop-up rather than a confirmed infection, it’s also worth checking our guide on the free scan antivirus trap before assuming the worst.
If a replacement part fails
There are two different situations that can look the same from the outside. If the part was installed correctly but the part itself turns out to be faulty, that’s a product issue – and your rights under Australian Consumer Law apply regardless of anything else, which can entitle you to a repair, replacement, or other remedy for a faulty part. If the fault relates to how the work was carried out rather than the part itself, that’s covered directly by our service guarantee.
You don’t need to work out which situation applies before contacting us – bring it back in, and we’ll figure out which one it is and go from there.
If something different goes wrong afterwards
Computers are complicated, and sometimes a new, unrelated issue shows up after a repair that has nothing to do with the work that was done. That’s not a sign the original repair failed – it’s a new problem. We’ll still take a proper look and diagnose it the same way we would any other job; it’ll just be treated (and quoted) as a new issue rather than a callback on the last one.
What this all sits alongside
Whatever the specific situation, your rights under Australian Consumer Law always apply, regardless of what any individual policy says. Our service guarantee sits on top of those rights – it doesn’t replace them.
If something’s not right after a repair, get in touch – we’ll work out what’s going on and put it right. That’s why we’re rated 4.8 on Google.
