Member PC Care

Scope of Services

2. Nominated PC: Your PC Matters™ will provide services for nominated PC within the Service Zone subject to these Service terms and Conditions.

3. Return to Workshop: When member’s Nominated PC cannot be repaired on-site, Your PC Advisor can repair the Nominated PC at our workshop where we have greater access to tools, parts and other resources. Extra cost on travel and time may apply.

4. Availability of Service: Service is available throughout Melbourne, by appointment, 24 hours a day every day of the year. Service may not be available in country areas on Christmas Day, Anzac Day or Good Friday. Service will be provided as soon as practicable but response time is not guaranteed and will vary, depending on on-site location and demand of services, amongst other things.

Obtaining Assistance

5. Contact: To obtain service, Members or their authorised contact must contact Your PC Matters™ Member care on 1300 307 970 or by booking a Service from our Members Section on our Web Site. Members should not contact your PC Advisor direct.

6. Wait with PC: The Member or an authorised contact who is at least 18 years of age must be present with the nominated PC when Your PC Advisor arrives. Service will not be provided for unattended PCs and any subsequent service will be at the Member’s expense.

7. Proof of Membership: Proof of Membership must be provided at the time of service otherwise a service deposit fee may be charged. This may be refunded on application to Your PC Matters™ supported by proof of Membership.

8. Attempted Repairs: Where repairs to the nominated PC have been attempted by a repairer or anyone else and the PC is unable to be repaired to good working order Your PC Matters™ may be called to inspect the PC. If Your PC Advisor considers the PC cannot be repaired without risk of damage, or that major repairs are necessary, further PC Service may be refused and Workshop  service will not be available.

Hardware Covered

9. Computers: Subject to these Service Terms and Conditions, service is available for all types of IBM compatible computers and laptops. PCs must be workstation (not a Server).

10. Server: Service is not available for Servers requiring advanced network trouble shooting and network maintenance.

11. Apple Mac: Service is currently not available for Apple Mac.

Operating System Covered

12. Subject to these Service Terms and Conditions, the following Operating Systems are covered.

12.1. MS-Dos®: All versions

12.2. Microsoft ® Windows version 3.0 and up

12.3. Microsoft ® Vista, Windows XP: Home, ME, Media Centre, Professional, NT

12.4. Service is not available for the following Operating Systems:

12.4.1. MacOS®, OS/2, Linux, UNIX and UNIX-like

Materials and Parts

13. Service does not include the supply of materials and spare parts. Where these are carried by Your PC Advisors and used in the provision of On-site service, the Member must pay for them at the time of service. Spare parts will not be picked up or delivered unless pre arranged.

File Backup and loss prevention

14. Your PC Matters™ will not be held liable for loss of data on nominated PC while PC repair is being conducted. It is the Member’s responsibility to ensure that all data is backed up periodically, especially prior to Your PC Advisor conducting on-site repair.

Operating System Disk and Device drivers

15. Members must provide their licensed copy of the operating system and the software licence key, and manufacturer’s drivers for hardware and software used by the nominated PC. In some cases, Your PC Matters™ can source driver files in advance, if we are instructed to do so upon booking the job.

Password and system access

16. Where a nominated PC cannot be accessed because of lost password or system lock Your PC Matters™ will attempt to access the PC. If Your PC Advisor cannot unlock or access the PC, Your PC Matters™ may suggest a full system reinstall.

Full System reinstalls

17. Your PC Advisor can perform a Full Operating System Reinstall on the nominated PC. A full operating system reinstall may require the contents of the hard disk to be formatted and reloading the original operating system. A licensed Operating System Install disk and the required Device driver files must provided by the Member.

Limits on use of services