Frequently asked questions

Appointment is not required to bring computer in. However, we recommend to book an appointment for best experience and to make sure that our technician is available at the time you come in and reduce waiting time. You can book an appointment online by clicking the “Book appointment” at the top. Please allow approximately 5-15 minutes for the appointment. Our technician will diagnose your computer and give you a quote for repairs. The appointment is FREE.

For public holidays or days that are close to public holidays (e.g. Christmas Eve, New Year’s Eve), please check our trading hours closer to public holidays.

There are 2 options, you can schedule an appointment to bring computer to our store by booking an appointment online or calling us, or we can arrange pickup and delivery for your convenience.

We offer Free Pickup and Free Delivery provided that you agree with our quote and minimum labour charge in the quote is $99. Otherwise a small fee of $30 is payable for courier fee ($15 for each trip).

If you cannot bring computer in for services, we currently offer pickup and delivery for Sydney metropolitan areas only. This needs to be done by calling or emailing us to arrange.

We will need your full name, contacts and full address to arrange pickup and delivery. Pickup and delivery are done by courier or our own driver, whichever is more suitable (depending on your address, our schedule, type of your computer, time of the pickup, urgency of the problem, etc). Unfortunately we are unable to give certain special instructions to our driver in person because the booking is made online. If it’s a business address, we suggest leaving your computer ready at reception for the pickup because the courier/driver might not be able to give you a call upon arrival and wait for the items to be ready.

Once a pickup is booked, please make sure to pack your computer (and its charger if it’s a laptop) in a protective bag or carton box, have it ready for immediate pickup prior to the pickup time. Please write your name, contacts, brief details of the problem, and any passwords along with the computer to help us identify the job when it arrives at our store. Please address the package to our store address (can be found on our Contact page).

If you bring your computer to our store, we offer Free Quote over the counter if the problem is obvious and can be quoted over the counter (i.e. virus, obvious hard drive failure, cracked screens on common laptops). If the problem is complicated and need further testing, we offer Free Initial Quick Tests (half hour or less tests) and Free Quote. Cost for repairs varies depending on the problems, our technicians will test your computer first to provide you with a quote for repairs. If you need an onsite visit, we charge by hourly rate, plus a call-out fee. Unfortunately we are unable to send a technician onsite to provide free quote. Free Tests and Free Quote are not applicable for computers that are under warranty or covered by insurance, a quoting fee may apply in these instances. Our technicians do not carry out extended tests (that takes more than half hour) in the initial testing, specific details such as make and model of replacement parts might not be available during the initial testing and quoting.

When you bring your computer in, we will do a quick diagnostic and quote on the spot within 30 minutes or same day. If you computer problem is intermittent or complicated, it may take more time for testing.

At the time of booking in computer, our technician will check the computer, stock level and advise you approximate turn-around time. Our turn-around time is updated regularly and also checked at booking and is generally correct.

Usually we will try to complete repairs within 1-2 days, however you should allow 1-7 business days (weekend not included) for repairs to be completed (assuming our local suppliers have part in stock). If you require data recovery as part of repairs, you should be prepared to allow more time for data recovery process.

Break down of the 1-7 business day turn-around time is as follow:

2-5 business days for standard delivery within Australia, plus 1-2 business days for us to carry out installation.

We stock common parts to facilitate repairs to eliminate the 2-5 days waiting time for part delivery. However there are many factors that could affect turn-around time that is out of our control:

  • Another problem is found with your computer: it is not uncommon to find more than one problem with your computer. For example, your computer may have had liquid damages that damaged more than one part (keyboard/touchpad and motherboard are commonly damaged by liquid damages); a power surge can damage both power supply unit, and hard drive or motherboard or video card. It is important to understand that it is not possible to test “everything” on any computer, for example: if your computer has completely failed to power on, there is no way to test further on other components without a working part to turn it on first.
  • Computer problem is intermittent: the problem does not occur often enough and we are unable to replicate the issue at our store.
  • Replacement part is out of stock in our store at the time you approve our quote.
  • Replacement part is out of stock at our local suppliers at the time you approve our quote.
  • Replacement part is only available from overseas supplier: delivery in this case will take approx 2-3 weeks.
  • Part arrived is found to be DOA (Dead On Arrival), or damaged during transit.
  • Delays in delivery of part by logistic company.
  • We are given incorrect passwords for the computer.
  • Replacement parts are limited in the market.
  • There is an unexpected high number of jobs in the queue.

For the above reasons, we cannot promise you a faster turn-around time other than what you are advised at the time of booking, even if you call us and ask for urgent repairs.

Data recovery can be time consuming, it may take 3-7 business days or more for data to be recovered and transferred onto new hard drive, especially when the old hard drive is faulty because the drive becomes very slow and may intermittently malfunction, or when there is 100GB+ of data. It’s highly recommended that you have a backup of your data before sending us the computer for faster turn-around time. A free rental computer can be arranged upon request (subject to stock availability). Rental computer may not have any of your data in it, you should use data from your backup.

* Business days do not include weekend and public holidays. Our store is open during weekends with limited trading hour and less technicians. Most of our suppliers are closed, no courier delivery can be made on weekends and public holidays.

Generally No. Without the computer in our store, we are unable to perform any diagnostics, part & price lookup with our stock and suppliers.

However if you have an obvious computer problem such as cracked screen on a Mac computer, we might be able to look up the prices. Please make sure to give us as much details of your computer problems as you can, including your computer details (Make, Model and Serial number), details of the problem(s), and details of any parts if required. We will then be able to give you an estimated price range for repairs based on the information that you’ve given us. This estimated price range should be considered as advisory only, not as a formal quote. The price may vary if the details are found different. We take no responsibility for incorrect estimated prices advised over emails or phone calls. Once our technicians have tested your computer, we will contact you to confirm actual cost for repairs. Please see our Contact page for more information.

Payment might be required to proceed with the quote, depending on cost of spare part, estimated turn-around time.

No. Our services include labour and cost of spare part thus we cannot accept cancellation or change of mind. Once quote is approved, we will commence the work immediately, cancellation strictly cannot be accepted. Most of repairs that we do require further testing and spare parts. After the quote is approved, even if spare part has not arrived, there is already work done prior to receiving the spare parts, which include: further testing, partial/full disassembly of computers, identifying parts, matching with our stocked parts and ordering in if required, final repairs, final testing and assembly.

We accept Cash, EFTPOS, VISA, MasterCard, AMEX, Direct Deposit, and EFT. There is no surcharge on VISA, MasterCard and AMEX. Direct Deposit and EFT payment must clear first before computers are returned unless we are provided with a valid remittance advice. Cheque and PayPal are not accepted.

No. In facts, it is not possible to test “everything” on any computers, simply because there is no tools to test everything. Some tests are time consuming, i.e. a full RAM or hard drive test will take hours to complete. Most testing tools are advisory only and not guaranteed to be accurate, i.e. video card and processor stress tests are not guaranteed to be accurate, there are several hard drive tests (short, long tests, read write tests) that it is not practical to do all hard drive tests. Some parts may have no existing tools to test, i.e. keyboard, mouse, speakers. It will be too time consuming and impractical to perform all tests on every component. Our technicians will run specific tests based on what we have observed and the problems that customers advise us. Our repairs and guarantee will be limited to the mentioned problems that we were aware of and agreed to be fixed only.

This varies. We always choose manufacturer’s genuine spare parts if they are available and customer approves our quote. This is usually the case for laptop spare parts because spare parts for laptops must be replaced with the same or equivalent parts from the same manufacturer. For desktop computers, there are usually more choices of spare parts in the market, we will source equivalent or better spare parts if customer agrees or we can attempt to find cheaper options to suit customer’s budget.

We might be able save certain data, but not “everything”. Saving data on a broken computer can be difficult, or impossible sometimes, especially in the instance of Windows/Mac OS reinstallation (i.e. virus issue), or a hard drive problem. Files such as Documents, Music, Pictures, Videos, Emails might be recoverable, but software programs, setings most likely will be lost. Software programs (i.e. iTunes, MYOB, Skype, Office, antivirus, etc) may need to be re-installed from CDs, the Internet, the same way that you installed them before. Your old emails might be back, but you will need to re-create your email account settings (email address, password, mail servers, etc). In the instance that Windows/Mac OS need to be re-installed, or hard drive needs to be replaced, it’s not possible to restore your computer to “exactly” how it was before it had the problems. The same applies to transferring data from one computer to another, it is not possible to transfer “everything”. Keep in mind that it is always your own responsibility to have regular backup of your data and knowing how your programs were installed from the first place so that you can reinstall them later if required (for example, keeping original installation CDs and software licenses).

A good way to understand what can possibly be saved from your computer is to imagine that Windows/Mac OS is your house, your software programs are your furniture, and you may also many customisation, your own setup in that house (your screensaver, background photo, saved passwords, email configuration, settings etc). When your computer crashes, it means that “house” has collapsed or burned down. We are the builders who help you to rebuild the “house” and salvage what’s left. It is not possible for us to save “everything” from that collapsed/burned “house”. We can help to rebuild the “house” (Windows/Mac OS), possibly save one or two pieces of furniture (your software programs), but most likely your customisation, setup in the house will be lost (your screensaver, background photo, settings etc). You will need to know how you got the “furniture”, the customisation and setup in the first place to get them again.

No. We are independent from Apple.

No. In facts, it’s not possible for us to check. Your computer might be disassembled during testing which may void your warranty. Thus please make sure to check your purchase records for possible warranty cover before sending the computer to us.

Yes. Delays will most likely occur if you do not give us the correct computer password on your computer. We may need to remove the password if possible and sometimes data loss may occur if we do not have the correct password during repairs. We recommend that you remove any login passwords on your computer before sending the computer to us.

We may need a notice in advance. Your computer might have been partially disassembled during testing. Please make sure to give us a minimum 1-2 day notice in advance so that we can reassemble the computer for you to collect.

Yes. If you were given a Pickup Slip/Work Order paper, please present it when picking up your computer at our store. If you don’t have the Pickup Slip/Work Order, we may ask for your ID to make sure we are giving the computer to the right owner. We do not always verify a person’s ID if the person presents the Pickup Slip/Work Order so please make sure not to lose your Pickup Slip/Work Order.

Yes, most likely we are interested. Please see our Trade In page for more information.

Yes. Please make sure to tell us in advance. We may refuse to give computer to another person without a notice in advance. We may need to check that person’s Photo ID upon collection of computer.

Yes. If we have sent you a notification confirming your computer is ready, you can collect the computer anytime during our business hour. Please make sure to collect your computer within 7 days from the notice.

When we book a customer in for services, we give the customer a Pickup Slip which explains that uncollected computers will be disposed. Once the computer is ready for collection (either fixed or unfixed) and we have notified the customer to pick up the computer, if the computer remains uncollected for more than a week without any notification from the customer, we will attempt to contact the customer via phone call, or SMS. If the computer remains uncollected for more than a month without any notification from the customer, we will, without notice, prepare the computer for disposal or re-sale to recover cost of repairs; data on the computer will be also wiped out without notice.

No. Our staffs are strictly not allowed to provide printing or scanning services under any circumstances.

Yes. Please make sure to inform us of the delay via email, or phone call.

No. Unfortunately we do not have facilities for post payments. Payment is required upon collection of fixed computer.

No. If you haven’t heard from us, it means work on your computer is still under progress, or there might be some delay in the job, or we may have got wrong phone number from you. You can contact us for updates or any other questions.

No. We currently do not fix any mobile phones, iPad and Android tablets. We do fix Windows laptop/tablet (i.e. Microsoft Surface) that has software issues such as viruses, emails, Windows reinstallation.

No. We collect necessary items such as computer(s) and chargers only. Other items such as cables, CDs should not be left at our store unless they are required for the job. We encourage customers not to leave unnecessary items at our store because we are unable to keep track of these items. We take no responsiblity for loss of unnecessary items such as bags, CDs, cables, etc.

Yes for certain parts only. We only supply these parts for customer’s own installation: internal or external 2.5″ and 3.5″ hard drives, RAMs, Windows desktop computer power supplies, Windows desktop computer video card, internal or external CD/DVD drive for Windows computers, USB wireless adaptor, antivirus software. These parts or software are non-returnable and non-refundable regardless whether they solve the customer’s computer problems or not, regardless whether diagnostic was done by the customer or Safemode technicians.

Yes, but it will come with no guarantee and upfront payment is required. We do not test the part before nor after installation. It is customer responsibility to ensure the purchased part is correct, compatible and working before giving to our technician to install. We are unable to assist with finding out the correct part or provide any information about where or how to purchase correct parts. We do not provide any warranty nor guarantee on third-party parts, hardware and software. Any payment for the installation is not refundable in the instance that the part, hardware or software provided by the customer is not working or does not fix the problem, regardless whether the problem was diagnosed by the customer or by Safemode technicians.

Most likely yes, however this may cause delays to the job and we may need to ask you to bring the computer back for us to check again. Different computer manufacturers and suppliers are based in different countries and they have different systems to identify their parts. The systems are not standardised and they may request more details of the computer or the part from us. Without the computer, our technician is not able to provide them with the required details which will subsequently cause delays to the job. At times, parts are not available which we need to look for alternative repair options which requires the computer to be present (i.e. sending the part to be repaired or exchanged). We highly recommend that you keep a backup of your data and have a spare computer to work with so that there is sufficient time for repairs. We can also provide a free rental laptop upon request (subject to stock availability and terms & conditions).

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