Frequently Asked Questions
Frequently asked questions
The things people ask before they book.
Straight answers. If yours isn't here, call 0203 633 5887 and ask a human.
How do I book a repair?
Use the booking page. It takes about two minutes, and you pick whichever route suits you: bring it to our London office, post it in, have our London courier collect it, book an engineer visit, or have it fixed remotely over a secure connection.
What will it cost?
We agree the price with you before repair work goes ahead, and parts are quoted before we order them. Our rates are published on the pricing page.
What if you can't fix it?
Then you don't pay for the repair. We'll also tell you when fixing isn't worth it: sometimes a machine from our Nerdsware shop works out cheaper than the repair, and we'll say so.
How does the send-in service work, and why the £40 deposit?
We post you a protective box with a prepaid label. Pack your device, drop it at the post office, done. The £40 deposit covers that secure packaging and the postage to reach us, so your device travels properly protected. Full details on the send-in page.
What's the £50 remote-service deposit?
It secures your remote session and comes off your final invoice, so it's a part-payment rather than an extra charge.
How fast will I get my device back?
Most common repairs are back with you within a few days, and in London our courier can collect the same day you book. Whatever the job, you get a realistic timeframe with your quote. We'd rather promise honestly than promise fast and deliver late.
Is my data safe with you?
We treat everything on your device as confidential and only access what the repair needs. Do back up anything precious before sending a device in, because repairs on failing hardware always carry some risk. If you need data gone rather than kept, that's our Nerderase service, with a certificate to prove it.
Do repairs come with a warranty?
Yes. Repairs are covered by our 30-day warranty.
Do you come to homes and offices?
Across London, yes: engineer visits with no travel charge. Outside London, the send-in service covers the whole UK, and plenty of problems can be fixed remotely wherever you are. We also have a base in Brighouse, West Yorkshire.
Can you look after our business's IT, not just one-off fixes?
Yes. We support London businesses on an ongoing basis as well as fixing one-off problems. Call 0203 633 5887 and we'll talk through what your team needs.
