Frequently Asked Questions

Here are some frequently asked questions. If you still have unanswered questions, just get in touch!

How can I book a visit?

By phone, text, email, web message or Facebook messenger. To book online, start a conversation with us and we will suggest some appointments or send a link to our online booking service.


Which phone number should I call?

Any number you like. Our landline will divert you to any available technician at no extra cost to you. If our technicians are helping someone else at that moment, do leave a voicemail or send a text/web message so we know you need our help. We’ll get back to you as quickly as possible.


I'm outside your area, can you help?

We limit our area so that we can provide a consistent service to all customers. If you're no more than 15-20 minutes (8-10 miles) from Herne Bay, we can help. We cover Herne Bay, Whitstable, most of Canterbury, and some nearby parts of Faversham and Thanet.


Do you do emergency call-outs?

Yes - but call us as soon as possible. We will offer you our next available appointment, or a quick visit, or a remote support session. Some days and times are busier than others. There may be also be occasions where our technicians are temporarily unavailable (day off, holiday etc) but we will do our best to help.


When will you arrive?

We will give you an approximate arrival time. Our other visits and traffic may affect this slightly, so we will keep you informed if this is likely to change. Most of our appointments are weekday, daytime visits. We also have some evening and weekend appointments - these go quickly, so please book as soon as possible.


How long will the job take?

We allow up to 2 hours for most visits, so that we can do the job properly. If it's likely to take much longer than this, we will offer a collect-and-return service instead.

Parts may take a few days to arrive. Data recovery can take much longer.


I have a small job that needs doing...

Great! Get in touch. No job is too small. We will do genuinely quick visits for a reasonable price.


Can I bring my computer to you instead?

Yes. Our technicians are often out on visits, but we can arrange a drop-off time. This will usually be early mornings and late evenings. Alternatively, we can collect from your home or work during the day.


How much will the service cost?

We promise to be fair, upfront and honest. If you give us an accurate description of the problem, we will give you an accurate price. If we take a look and realise that parts are needed to sort the problem, we will stop and let you know. If you ask us to do more work after agreeing a price, then the price may change.


Can you price match?

No. Other providers will set their prices based on their own service, availability, coverage and customer type - which will be different to ours.

We pride ourselves on providing a high quality service to home users and small businesses, for a reasonable price. We prefer to tell you the total price of a repair, rather than tell you an hourly rate. We’ve got over 20 years’ experience and offer a friendly, professional service. Please ask what’s included with our service, so you can make an informed choice before booking us.


Is my data safe?

Yes. We will do our very best to keep your data safe and private at all times. We never just 'wipe' your computer to fix a problem. Computer failures and viruses can damage your data, so we recommend that you back up regularly - we can help with this. If you're worried about your data after a computer failure, we will attempt to remove the drive and extract the data for you.


Do you have a shop? Can I buy a computer or part from you?

We don't have a shop. We are a repair service and specialise in home visits. We do provide parts when they are needed to complete the repair. Otherwise, please buy from your local shop or favourite online retailer. We are happy to give free, impartial advice on what to buy.


Is my device worth repairing?

Ask us. We promise to give an honest opinion. If you prefer to replace the device, we can set up the new one and transfer your data.

 Device Setup

I have an old computer I no longer use...

Remove or destroy the hard drive. We can help with this. We do not dispose of computers, but occasionally we are able to make use of your old device (for parts and testing purposes).


Do you fix Apple Computers?

It depends what’s wrong! We use Apple products a lot - including Mac, iPad and iPhone. If you need any help setting up or using your Apple device, we can help. This includes upgrades, health checks, updates, installations, iCloud issues, email settings and more. We don’t often physically repair Apple devices, as Apple strictly controls the repair process of their products. We can put you in touch with an expert if necessary. Your local phone repair shop may also offer repairs for iPad and iPhone.


Do you fix tablets / phones / printers / TVs?

We support and configure all those devices, as long as it's not a physical fault. We physically repair PCs and laptops. For other devices, such as phones, tablets and smart devices, we would probably put you in touch with a specialist.


Do you build websites?

We can put you in touch with someone who can help.


My problem isn't computer related?

There's no harm in asking us. We may be able to help or point you in the right direction.


I have a problem with my Internet, something online, my emails, or an account?

We see this all the time, and we can help. If we can’t directly fix it, we will offer advice or liaise with your provider.


It's probably me, not the computer...

That's OK. We offer help, advice and tuition. If you're stuck with something, get in touch.


I have a disability or special need / requirement...

Let us know how we can help. We promise to be patient and understanding, and make reasonable adjustments to the way we communicate and do business with you.


We run a business, can you help?

If you're a small business or home office user, we can help. We've got lots of experience with the kind of issues that small businesses face.

If you're a bigger business with Exchange servers, networking, photocopiers - or you'd like a service contract with guaranteed call-out times - then a big IT company would be a better bet.


Do you do contracts or charge monthly / annually?

All our services are pay as you go, with no contract. We are happy to be your main IT support or a backup provider.


Can I have a receipt / invoice?

Yes. We can email you a receipt at the end of the visit, or give you an invoice with our bank details. Invoices must be paid promptly.


I haven't had time to get cash out...

Don't worry. We also accept cheques, debit / credit cards, bank transfers, PayPal, Apple Pay and Google Pay.


Why Poorly PCs?

We are widely trusted and frequently recommended. We live and work locally, and have lots of clients in a very small geographic area. 'Great customer service' is a genuine priority.

We started in 1996 so it's very likely that we have the experience, skills and tools needed to help you. We will continue to provide support after the visit, should you need it.


Tea or Coffee?

Yes please. With milk.

I have another question, enquiry or feedback...

Whether you’re a new or existing customer, please get in touch and ask us. We look forward to hearing from you.

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