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My computer is running much slower than it used to.
Is this normal or could I have a virus?
Computer slowdown is a common symptom of many
viruses, however, this is often accompanied with other symptoms. Computers
often become slower over time with normal general usage due to
various software being installed and uninstalled creating conflicts in the
registry, and various programmes running services upon start-up. If
computer slowness is your only symptom then it's more likely to be this type
of problem than a virus.
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If a problem takes you 5 hours to resolve, do you still charge only £35?
Absolutely! The whole point of our fixed fee policy
is to put your mind at ease when calling us out. This way you will always
know that after we have been there you will have only paid £35, and your
problem will be fixed. If it's not, you don't pay us a penny.
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Do you charge a call out fee?
As long as you are within our service area, then no
we don't charge a callout fee. Currently our area covers a 30 mile radius of
Colchester.
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If the
problem returns again after you leave do you charge another £35?
As long as the problem returned due to no fault of
your own then we will be pleased to come out and fix it again for free.
If however we come and find you have caused the problem to come back onto your PC, then we will charge an additional £35
fee.
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If I think I have a problem and call you out, but then it turns out I don't, do I still get charged?
When you first contact us with a problem we will
always try and find out as much information as possible before we come. This
way, situations like this are very rare because we can usually tell from the
initial correspondence what the problem could be.
If we come and find that there is no problem even after our phone calls then we
will still charge our £35 fixed fee, but for this price we will include a
full PC system health check (which can increase performance) and hopefully give you some
valuable
advice. We
aim to please after all!
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I'm outside your service area but still wish to use your services. Can you make an exception for me?
We do go outside of our normal area from time to
time, but because of fuel costs we are forced to charge a small call out fee for
this. Just contact us with your location and we'll let you know how much
extra it will be.
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If I can't load windows anymore are you likely to be able to resolve my issue?
It varies from issue to issue, but we certainly
wouldn't rule out phoning us just because of this. If we can't resolve the
issue in your house then we don't charge so you really have nothing to
lose.
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Can you come out to see me in the evenings or at weekends?
We can! Vella Technology understands that people
work all times of the day so we are pretty flexible with our working hours.
We can come out to your house anytime between 9am to 9pm 7 days a week, but
even if this is not convenient for you then simply ask! We go out of our way
to please our customers and we'll usually be more than happy to visit at a
time that's best for you.
It should be noted however that our normal office hours are 9am to 6pm
Monday to Friday, which means we would usually only take phone calls during
this time. We do sometimes work late or at weekends so you could
always try your luck at other times. If we aren't around, there is an answer
phone service which will we respond to as quickly as possible, or
alternatively you could email us at
email@vellatech.com.
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How long is it likely to take to resolve my problem?
This is always very difficult question to answer
because it depends on what the problem is. On average though each job takes between 1
and 2 hours.
UPDATE: Unfortunately Vella Technology no longer provides services to members of the public. Businesses wishing to use our services can contact us by clicking the "Contact Us" button on the menu bar. Our website will be updated as soon as possible to reflect this change.
In the mean time, please feel free to use the search bar below to look for an alternative company to help with your computer needs.
