The best appointment depends on the type of help you need and whether you would prefer us to help remotely, visit you at home, or work on your device at our premises.

Remote Support is ideal for many software, email, Internet, setup and general computer problems where your computer is working and connected to the Internet.

At-Home Support is a good choice when you need help with equipment or services in your home, such as printers, Wi-Fi, broadband, Smart TVs or several devices working together.

Drop-Off Inspection is normally the best choice when a computer or device has a fault that needs investigating, particularly when the cause of the problem isn’t yet known.

Drop-Off & Collection is primarily for leaving equipment where work has already been discussed or arranged, or for collecting completed equipment.

Home Collection is available if you would prefer us to collect your computer or device from your home and bring it back to our premises.

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

Priority Support is for customers who need help at shorter notice. It provides access to our priority availability, including same-day appointments where available, and is charged at the higher Priority rate.

The level of care and support you receive is the same with both services — Priority Support simply gives you faster access to our time when your problem can’t wait for a Routine appointment.

Don’t worry if you’re unsure which appointment to book — you don’t need to diagnose the problem yourself.

Simply get in touch and briefly explain what’s happening, what device or equipment you’re using, and anything you’ve already tried. We’ll help you decide which service is most appropriate.

Still not sure? Just give us a call — we’re always happy to point you in the right direction.

Our standard support rates are:

Routine Support — £46 per hour (£24 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 required 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 would like us to proceed.

Payment can be made by cash, bank transfer or personal cheque.

Payment for completed work is normally required before or when equipment is collected or returned, 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.

If your computer or device has a new or unidentified problem that needs investigating, we recommend booking a Drop-Off Inspection.

A Drop-Off Inspection includes up to one hour of diagnostic time so that we can examine the device, carry out appropriate testing and determine what further work may be required.

Drop-Off & Collection is more appropriate when work has already been discussed or arranged with us, or when you simply need an appointment to drop off or collect equipment.

If you’re unsure which option to choose, please contact us and we’ll be happy to advise you.

Please bring your computer or device, along with its power cable or charger.

If the problem involves a particular accessory — such as an external drive, cable, mouse, keyboard or other device — please bring that with you as well.

Please also make sure you have a working login password or PIN and access to any relevant account passwords that may be needed while we investigate the problem.

If there is anything particularly important we should know about the device — including existing damage, previous repairs or important data — please tell us when you drop it off.

Yes. If you’re leaving a device with us, we’ll normally need a working login password or PIN so that we can access the device and properly test, diagnose or repair it.

Depending on the work required, we may also need access to relevant Microsoft, Apple, email or other accounts.

Any login details you provide will only be used where necessary to carry out the work you’ve authorised.

Please make sure you know or have access to any relevant passwords and authentication methods. Time spent locating, resetting or recovering missing account information may be chargeable.

We’ll contact you as soon as your equipment is ready for collection and arrange a suitable collection time.

Once we’ve notified you that your equipment is ready, we ask that it is collected within seven days, unless another arrangement has been agreed with us.

If you can’t collect within seven days, just let us know and we’ll be happy to discuss alternative arrangements.

Equipment that remains uncollected for more than seven days may be subject to a £5 per day storage charge, in accordance with our Terms & Conditions.

Remote Support allows us to securely connect to your computer over the Internet using Jump Desktop Connect, so we can see your screen and help investigate or resolve the problem without visiting your home.

Jump Desktop Connect is not permanently running in the background. When you need Remote Support, you open the application and it generates a unique 9-digit code, which you provide to Richard.

When Richard attempts to connect, a message will appear in the bottom-right corner of your screen asking you to accept the connection. Remote access only begins once you approve it.

The remote session can be paused or closed at any time from either side, so you remain in control throughout.

If you’ve used our Remote Support service before, simply open Jump Desktop Connect shortly before your appointment. The application will generate a unique 9-digit code, which you’ll need to give to Richard.

When Richard attempts to connect, a prompt will appear in the bottom-right corner of your screen. Simply accept this to allow the remote connection.

If you’re using Remote Support for the first time, we’ll provide instructions for downloading and installing Jump Desktop Connect.

Don’t worry if you have difficulty getting connected — we can help you through the process at the beginning of your appointment.

Yes. Remote Support is designed so that you remain in control of the connection.

Jump Desktop Connect generates a unique 9-digit code each time it is started. You provide this code to Richard, and when he attempts to connect, you must accept the connection request on your computer before remote access begins.

The remote session can be paused or closed at any time from either side.

Jump Desktop Connect is not permanently running in the background waiting for connections, so Richard cannot simply connect to your computer whenever he chooses.

Some problems require physical access to the computer or other equipment and cannot reasonably be diagnosed or resolved during a Remote Support session.

If we determine that the problem needs further investigation, we’ll explain what we recommend. This may involve an At-Home appointment or leaving the device with us for a Drop-Off Inspection.

We’ll discuss the available options and any additional costs with you before proceeding.

At-Home Support is ideal when you would prefer help in your own home or when the problem involves equipment that is difficult or impractical to bring to us.

We can help with computers, printers, Wi-Fi and Internet problems, email, software, Smart TVs and other supported technology in your home.

Simply book a suitable appointment and provide as much information as possible about the problem beforehand, so we can arrive prepared.

For At-Home Support, you are charged for the actual time involved, including travel to your home, the time spent providing support and the return journey.

Travel time is calculated from our premises at 1 Bradley Road, Warminster, Wiltshire, BA12 8BL and is charged in both directions.

For example, if travelling to you takes 15 minutes each way and we spend 45 minutes providing support, the total chargeable time is 1 hour 15 minutes.

The applicable Routine or Priority rate is used for the total chargeable time.

We provide At-Home Support in Warminster and the surrounding towns and villages.

Because travel time forms part of the chargeable appointment, customers who live further away may find Remote Support or bringing the device to us more economical.

If you’re unsure whether we cover your area, please get in touch before booking and we’ll be happy to 

Please provide your full and accurate address, including the postcode, when booking an At-Home appointment.

Many properties in the villages around Warminster have house names rather than numbers, and a postcode can sometimes cover a surprisingly large area.

If your property may be difficult to find, we strongly recommend providing your what3words location, along with any useful directions.

Please also tell us about anything that could affect access, such as parking restrictions, gates, entry systems or unusual access arrangements.

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.

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.

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.

For the labour element, I prefer “we will put it right at no additional labour charge” rather than promising something like a blanket 30-day labour warranty. A computer problem can recur for an entirely different reason, so a fixed-period guarantee could create arguments about whether a later problem is related.

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.