Frequently Asked Questions

What kind of computer services does Geeks on Wheels offer?
Geeks on Wheels prides itself in providing technically competent PC technicians to perform computer maintenance, support and consulting services on-site at the customer's premises. Services include, but are not limited to; technical assistance, internet and email setup, installation of wireless networks, VoIP virus and, spyware elimination, system repairs, upgrades, tune-ups and health checks.

What makes Geeks on Wheels technicians so special?
Each and every one of our Technicians has been carefully selected before they join our team; we make sure that they have the appropriate technical accreditation, experience and, above all, a great personality. What's more, when you book with Geeks on Wheels, you are tapping into the many years of experience that we have across all our Technicians nationwide - so there's really no problem we can't solve!

Why should I choose Geeks on Wheels?
There are many things that make Geeks on Wheels unique:
• We are a mobile service, no need to take your computer to a repair shop - we will come to you.
• Our Experienced Technicians highly trained to ensure they offer the best service and solutions.
• We operate 6 days a week, including weekday evenings and Saturdays.
• Our customer services skills are second to none.
• Our technicians won't confuse you with gobbledegook, we explain what we are doing in clear, plain English.
• New Zealand Owned & Operated.

I'm a small business, not a home user. Is the Geeks on Wheels service still available to me?
Definitely! Geeks on Wheels offer a fast, friendly and efficient on-site service at your home or office.

Is there a Geeks on Wheels technician near me?
We cover all the metropolitan areas in New Zealand, including greater Auckland, Waikato (Hamilton & Cambridge), Taranaki (New Plymouth), Wellington, Kapiti Coast & Christchurch. If we are not servicing your area yet, please let us know so we can notify you when we are - because it's really only a matter of time!

What can I expect of my Technician?
When a Geeks on Wheels technician arrives at your door, you can expect them to be wearing Geeks on Wheels uniform, they will introduce themselves to you upon arrival. Within the first few minutes of the appointment, the technician will be able to provide you with a diagnosis and possible solutions to the problem you are experiencing with your computer, along with an estimate of time it will take. The technician will talk you through the process and keep you informed of progress throughout the appointment.

Will your Technician explain the service in plain English?
Yes! Geeks on Wheels technicians all speak fluent English. Our Technicians will not confuse you with technical gobbledegook; they all carefully talk you through the problems and process using clear, plain English.

How do I book the services of a Geeks on Wheels Technician?
It's simple - just call our bookings team on 0800 424 335 and speak with one of our friendly operators who will discuss any issues you are having with your computer, or set-ups you require. They will take your details and book a time that is convenient to you for a technician to visit. They will also run through our rates and are happy to answer any questions you might have about the service. Often we can get a technician to you on the same day for a small additional premium.

What hours is your call-centre open?
Our friendly bookings team are ready and eager to take your call 8am-6pm Monday through Friday, 9am-3pm Saturday.

When are appointments with your Technicians available?
Appointments are available Monday to Friday 8am to 6pm and Saturday 9am to 3pm, depending on availability.

Can I book an appointment for a Sundays or Statutory Holiday?
Unfortunately, due to current laws in New Zealand, we would have to considerably increase our rates to cover our financial obligations in paying our staff to work at these times. Therefore we do not currently offer a service on Sundays or Statutory holidays, however we may consider expanding our service should the circumstances become more favourable for us to do so.

How much does your service cost?
We operate on a simple rate of $99 including GST per hour for all types of customers anywhere within our area of operation. If you choose our Same Day service, our premium rate is $120 per hour including GST. All appointments are a minimum of 1 hour.

Can you give me a fixed price for fixing a specific problem?
Unfortunately, due to the general nature of IT, with the many different makes, models & versions of software make it difficult to estimate the precise amount of time required to provide a particular solution or service. Therefore we operate a strictly time based service where you agree to pay for the full duration of time the Technician remains with you onsite.

What services do your rate cover?
Our rate covers the time the technician is with you, starting from the moment they arrive. A minimum of one hour is chargeable, then it is calculated in 15 minute intervals thereafter. Our hourly rate does not include any hardware or software, in many cases any extras you may require will be available at the time of your appointment for an additional charge.

Can I buy hardware or software from Geeks on Wheels?
Yes - our vehicles are fully stocked with most commonly required items so anything you may need will probably be available at the time of the appointment. If the part you require isn't immediately available, we will order it for you and make a return visit as soon as possible.

How much time will it take to resolve my computer issue?
In most cases issues can be resolved within the first hour, if it is going to take longer than an hour, the technician will inform you of this and provide you with an estimate of the time it will take to resolve your problem. Geeks on Wheels technicians all make efficient use of time and will endeavour to take the shortest time possible to complete the job.

What happens if the Technician needs to continue my appointment on another occasion?
Sometimes it may be necessary for the Technician to arrange a return visit or a continuation appointment for another time to complete all the work required, or to obtain special stock necessary to fulfil your needs. If this is the case, the Technician will arrange for our Bookings Team to call you to organise another time that is convenient to you. Because we operate a Pay-as-you-go style service, we ask that you settle up for all time the Technician has attended so far during the initial appointment. We will arrange for the same Technician to return to you on the subsequent appointment, which will be on a new Job Sheet. All subsequent appointments are booked for a minimum of half an hour to cover our travel time & costs.

Do you offer telephone technical support?
No, our telephone operators are not technicians and therefore are unable to offer phone support. They will however be delighted to book a convenient time for a Technician to visit you.

Can I let you know my problem by email?
You are welcome to outline the problems you are experiencing via email, remember to include your phone number so one of our friendly bookings team can contact you to set up a time for a Technician to visit.

Should I do a backup before the Technician arrives?
Yes, absolutely! Computers are complicated machines and data loss is therefore always an unfortunate possibility. We highly recommend that you always keep a regular backup of your critical files so you are never at risk.

What if I don’t know how to do a backup?
Backing up your data is so important and that is why our Technicians take time to ensure you have an appropriate backup solution in place. If necessary, our Technician will gladly back-up your data before starting any work, although please be aware that this may increase the length of your appointment.

When do I pay you?
We ask that you settle up at the end of the appointment.

Will I receive an Invoice or GST Tax Receipt?
At the end of the appointment, we will leave you with a copy of the Job Sheet that will detail all the work that has been conducted during the appointment. This is also an official GST receipt that contains our GST number at the bottom of the page for your tax records.

What forms of payment does Geeks on Wheels accept?
For your convenience, our Technicians carry a mobile EFTPOS terminal that accepts EFTPOS, Debit Cards & Credit Cards including, Visa, MasterCard, American Express. We’re also happy to accept cheques, however payment by this method incurs an addition $1 cheque processing and administration fee. We do accept cash, however our Technicians do not have the facilities to provide change.

Can I pay by Internet Banking?
Yes you can, our bank account details are printed at the bottom of the Job Sheet. We ask that you make the payment transaction at the end of the appointment, and provide your technician with a receipt printed from your internet banking screen.

Can you post me an invoice, or can I set up an account?
Unfortunately we do not offer accounts or credit or deferred payment. We offer our services at an exceptionally competitive rate because we do not carry the overheads of running an account management and/or debt collection departments. Therefore we operate strictly on a pay-as-you-go type service where you agree to settle up at the end of each appointment.

What if the Technician completes the work I asked for in less than an hour?
If the work you requested is completed before the minimum 1 hour, our Technicians will be delighted to spend the rest of the hour giving your system(s) a full health check and will happily answer any other questions you might have.

I’ve used your service before at a discounted rate, if I use your service again, can it be at that rate?
No, discounted rates are specifically to be used in conjunction with a particular offer or promotion.

Can I feel safe with a Geeks on Wheels Technician?
Yes of course! All of our Technicians are fully security cleared by the Ministry of Justice.

Can I leave the Technician to get on with the work on his own?
No, for the sake of your security and ours, we have a strict policy that an adult must be present throughout the entire duration of the appointment. We’d advise that it is in your best interest to work through the issues with the Technician to ensure you get the outcome you desire from the appointment.

Can I leave the Technician on his own, but with my child present?
Absolutely not - unless they are over 16 years of age! Again, for security reasons we have a strict policy that an adult (16 years or over) must be present throughout the entire duration of the appointment.

What if I want to cancel an appointment with Geeks on Wheels?
No problem! Simply call our bookings team on 0800 424 335 up until the close of business the day before your appointment. Please note: we are unable to accept a cancellation after hours on our answer phone service.

What if I need to cancel an appointment on the same days as the appointment?
The logistics of running our operation is extremely important in terms of having technicians and resources in the correct locations at the right time. Therefore, like many other appointment-based industries, we operate a cancellation policy requiring you to give us reasonable notice should you be unable to make the appointment. Therefore if you are unable to make the appointment on the day arranged, we will send you an invoice for the cancellation fee of $49 inc. GST

What if a problem occurs after the Technician has gone?
We don’t anticipate that this will be a problem, as our Technicians routinely check through all the main operations of your system with you at the end of the appointment. We ask that you carry out the final checks with the Technician before wrapping up the appointment. At the end of the appointment we will ask you to sign the Job Sheet to indicate that you are satisfied with the work that has been conducted. Thereafter, should any further matter arise, we’ll be happy to arrange another appointment at our usual rate/s.

What if I need to speak to the Technician on the phone after the appointment ?
We have a policy where we don't give out a Technicians mobile number, however if you need to speak to a Technician that recently visited, you may call our booking team on 0800 424 335, as so long as your query relates to appointment you have recently had in the previous 2 weeks, we will pass a message on to that Technician who will call back when he has a break during the day.

What if my Technician can’t fix the problem?
When you call our bookings team, we won’t waste your time if we think the problem you are encountering is outside the scope of what we are able to fix. There are circumstances when we will attend onsite, but with the best intentions in the world, not all computer problems can be solved, for example in the circumstance where a hardware failure has been diagnosed, or if your computer does not meet the minimum specifications to run a certain program. Of course, our Technician will endeavour to find a solution for you and will assist by providing as much helpful advice as possible. In these situations we will attempt to specifically diagnose the exact cause of the problem, as well as offer alternative solutions, or provide recommendations if a new system purchase is necessary. Although the outcome may not be what you had hoped for, the duration of time the Technician has been in attendance with you is payable at the end of the appointment.

What if I want to end the appointment?
You can end the appointment at any time you choose, however we do ask that you settle up for the time the Technician has been onsite. If the Technician has been with you for less than the minimum period of time, you will be required to pay the minimum charge.

What if an item of hardware I purchased from Geeks on Wheels becomes faulty during its warranty period?
It’s a nuisance for all concerned when these things happen, although sometimes it’s an unavoidable reality in the technology business. Please ensure you retain the original packaging, as replacements can only be provided as long as the faulty item is returned in its original box. The Warranty for all hardware we sell only covers the physical item itself, unfortunately it does not cover our time! Therefore, we are happy to meet with our obligation to replace any faulty item under warranty in either of the following ways:
• We can arrange an appointment for our Technician to visit and replace the item under warranty, but at our normal rate pro rata (actual time spent) for the duration we are onsite.
• Or you can send the item back to our Head Office, where, upon receipt, we will courier a replacement item to you at no charge.

What if I am dissatisfied with the outcome of the appointment?
At Geeks on Wheels, we pride ourselves on the quality of our service and our technical expertise – In the event of dissatisfaction, we ask that you contact us and let us know so that we can try to put the matter right. Obviously, if the cause of dissatisfaction is the result of a failing in our technical expertise or know how, we will certainly arrange for another Technician or Senior Technician to come back at no further charge to yourself. However, if the cause of dissatisfaction was as result of circumstances or factors beyond our control, or if we had diagnosed a faulty component which needs to be replaced and you choose not to proceed or decide to source the parts elsewhere, or if the issue you're experiencing is unrelated to the service we originally provided, our normal rates will apply.

Does Geeks on Wheels offer maintenance contracts for ongoing support of business customers?
No, we offer a strict pay-as-you-go service. We would prefer you used us because you value our service rather than because you are contracted to us to do so. We will happily allocate you the same technician each time you make an appointment so they can get to know your system and set-up.

Where can I obtain your Terms and Conditions?
Click Here!