Customer Charter

Your PC PAL Engineers are committed to providing first class customer service and ensuring that you are happy with every part of our services. We have looked after thousands of customers and have a very loyal customer base. We are always looking to improve our service so please get in touch with any ideas or suggestions!

Please find below our Customer Charter that your PC PAL Engineers always try our hardest to adhere to:

1). First Class Customer Service

Your PC PAL Engineers understand the importance of ensuring that they arrive at your home or business as quickly as possible and at the time agreed. We aim to repair 99% of issues without having to take any equipment away. In the rare event that any equipment that is taken away for repair or further diagnosis, we will provide you with an expectation of when it will be returned.

Where spare parts need to be sourced, your PC PAL Engineers aim to carry an extensive range of spare parts. If we need to order specific parts, we will contact you to gain authorisation (with estimated time of arrival) for delivery upon acceptance of our quotation for parts.

2). Prompt and Clear Communication

Your PC PAL Engineers understand the importance of answering your call and aim to answer all calls within 5 rings. If we are unable to answer immediately (as we may be speaking to another customer), then we will return your call within the hour. We will also provide prompt replies via email.

3). Clear and Simple Pricing

Your PC PAL Engineers aim to provide clear pricing information before commencing any work for you and will provide a fixed price for the supply of new or replacement spare parts in advance for your authorisation.

4). Payment and Receipts

Your PC PAL Engineers aim to ensure we provide convenient payment methods including Cash, Company Cheque, Debit and Credit cards. Payments will be taken via our secure website and a full receipt or invoice will be provided.

5) Always Ensuring your Data is Safe and Secure

Your PC PAL Engineers aim to treat data on customer’s machines in utmost confidence. We will ensure that any drive containing data is returned to the user for safe disposal. Should you donate older computers to us, we will ensure all data is removed or destroyed promptly.

Your Guarantee

Your PC PAL Engineers guarantee that should the PC or Laptop (software or hardware issue) repair fail with the same exact fault within 30 days of us visiting you, we will collect, repair and return the unit to you at no cost to you.