Sharp as a Tech, LLC - Remote Repair

	Frequently Asked Questions
	General Frequently Asked Questions How do you connect to my computer over the Internet to fix it? Are your PC support technicians located in another country? Will your remote control software work if I have wireless router? How long will the session take to fix my computer? Do I have to sit there the entire time while you fix my PC? Are you going to sell me some kind of magic software that will automatically fix my computer? What are your hours of operation? I tried to use your online chat page but no one responded to my chat? Billing Frequently Asked Questions How do I make sure my credit card information is secure when using Sharp as a Tech? Do you offer yearly subscriptions for tech support? When do you collect my Credit Card information? What will show up on my Credit Card Statement? What if you can't fix my computer problem? How do I know if I can trust Sharp as a Tech? What if I am not satisfied with my service? Technical Frequently Asked Questions I have a Virus that is preventing me from getting on the Internet. Can you help me? What should I do if I think I have a virus or malware? How do I know that my computer is safe after your technician is done fixing it? What operating systems do you support? What should I do after getting infected by a virus or trojan? How did I get a virus if I have a good anti-virus program that is installed and properly updated? Why would anyone want to send me a virus? I was just minding my own business? I just purchased a program that promised to remove all my viruses and fix my registry but it's not working? General Frequently Asked Questions How do you connect to my computer over the Internet to fix it? Want to see how we provide online PC support? Watch our video! At Sharp as a Tech, we use cutting edge technology that connects us to your PC with your permission. We then can see your computer desktop as if we were sitting with you at your home. We then troubleshoot whatever PC problem you may be having and let you know if we have a solution or not. Most importantly, you can see everything we are doing to your PC as if we were in front of you. Packing up your computer and taking it to a PC repair store is no longer needed with today's technology. After our remote PC repair session is complete we disconnect from your PC with nothing left behind so we can not get back into your computer at a later time. BACK TO TOP Are your PC support technicians located in another country? No. All our technicians are in the USA [specifically New England) and speak English as their first language. Many larger online tech support companies need to cut costs where possible to improve profits which means farming out their helpdesk to countries that will work for cheaper rates. Since we are 100% focused on tech support and are a private company we will never send our calls overseas to reduce costs. BACK TO TOP Will your remote control software work if I have wireless router? Yes our software does not care about your network configuration. We only require a high speed connection to the Internet. So as long as you can get to the Internet and you do not have a dialup connection we will be able to connect to your machine. In the case of a virus that is blocking your Internet we can still help you with our virus removal service. BACK TO TOP How long will the session take to fix my computer? This answer varies depending on your problem. Typical PC issues and improving performance is anywhere from 30 minutes to 2 hours depending on our connection. Online virus removal can be more time consuming and takes anywhere from 60 minutes to 4 hours on average. In comparison to taking your PC to local repair shop which can take over 10 days to get your computer back, it is significantly faster. BACK TO TOP Do I have to sit there the entire time while you fix my PC? No, we only need you to get us started by initiating our remote control software. This usually takes five minutes. Once we start the process you can walk away or watch us work on your computer as if we were in front of it. We do not "black" out your screen so you can see everything we are doing at all times. BACK TO TOP Are you going to sell me some kind of magic software that will automatically fix my computer? If you check the Internet for online computer help you will surely see countless websites trying to sell you software that will "speed up your pc" or "clean your registry". Well we have no software to sell you. Many of those software companies are scam artists and are looking to make a quick buck. We do use software to sometimes fix your computer but its all free and we have no intention of charging you for it. If you need virus scanning software we will also install a free version without the need of selling you anything else. Be very wary of online tech support companies that are throwing in free software that promises to "optimize" and "protect" your computer. Many times they are making a profit on that software or will eventually try to sell it to you when the trial period expires. Our philosophy at Sharp as a Tech is less software that slows down your PC, not adding more software. BACK TO TOP What are your hours of operation? Our technicians are available from 8am Eastern time until 10pm Eastern time daily. If you would like us to call you at a specific time you can schedule an appointment on our Contact Page. BACK TO TOP I tried to use your online chat page but no one responded to my chat? We do offer online chat but sometimes if all our technicians are busy on the phone with customers we will not respond. While chatting can be informative, we may miss your chat during busy call times of the day. When no one can respond, please feel free to leave a detailed chat message OR give us a call 603-326-6178. BACK TO TOP Billing Frequently Asked Questions How do I make sure my credit card information is secure when using Sharp as a Tech? Because you never enter your credit card number online you don't have to worry about us losing it or our database getting hacked or stolen. You give us your credit card over the phone which is processed on a virtual terminal where it is only used for our current transaction and not stored anywhere on an internal database. BACK TO TOP Do you offer yearly subscriptions for tech support? No, not at this time. All our services are one time fees which means if you call us back with another technical problem that we fix then there will be another charge. Many of our competitors offer this but many times you will find once they received your yearly payment and you call back a second or third time they are quickly trying to get you off the phone because they have already collected your yearly fee. BACK TO TOP When do you collect my Credit Card information? We collect your credit card information only upon completion of fixing your computer. We do not collect your credit card information until you are satisfied the work is done properly. We do not store your information on any of our systems so there there is no data loss or the possibility of identity theft to consider. We use Paypal to process our credit card payments which offer full merchant services and are well-known in the industry for their exceptional security standards. BACK TO TOP What will show up on my Credit Card Statement? We accept Visa, Mastercard, American Express, and Discover. Your credit card is processed like any other transaction and your statement will show the Sharp as a Tech parent company KLI-SOLUTIONS name next to your transaction. BACK TO TOP What if you can't fix my computer problem? Then you have nothing to lose. Our expert technicians are some of the best in the industry. Our success rate is exceptional at 96% but of course there are some PC problems that just can't be fixed remotely over the Internet. In rare cases, we have worked on a problem for hours with no resolution and in this case we simply admit that we will not be able to help you and recommend some alternatives. No credit card is collected in this case and you are not charged anything for the call. BACK TO TOP How do I know if I can trust Sharp as a Tech? We take every precaution to make sure that our employees are trained on maintaining the privacy of our customers. We take your data seriously and if there is any risk that we may lose or negatively impact your data we will simply tell you that we are not in a position to help you remotely and there will be no charge to your credit card. BACK TO TOP What if I am not satisfied with my service? If we have already charged your credit card and you decide that your computer is still having problems you can give us a call and we can take a second look at it. If you choose that you do not want to have a technician look at it again simply ask for a refund and you will give you one with no questions asked. Again you have nothing to lose. BACK TO TOP Technical Frequently Asked Questions I have a Virus that is preventing me from getting on the Internet. Can you help me? Many viruses will try to prevent you from connecting to the Internet and of course you need Internet access so we can connect to your computer. We have several things we can do to get you on the Internet so we can remove the virus. In the rare case that we can not connect to your computer you have nothing to lose. Since we don't charge you anything up front we simply tell you we can not help you remotely and you are on your own and there is no charge to you. BACK TO TOP What should I do if I think I have a virus or malware? You need to make sure that your anti-virus software is up-to-date and running. Some of the more reputable anti-virus programs include McAfee, Symantec, and Trend. While we work with all major antivirus applications, our recommendations change as new versions come out. If you are interested in our recommendations, your tech can assist you. We can also install a reputable free anti-vrius program on your computer when we are done cleaning it. Make sure you read how to determine if you are infected on our blog. BACK TO TOP How do I know that my computer is safe after your technician is done fixing it? We pride ourselves on being reputable and making sure our customers are always satisfied. We take security at Sharp as a Tech very seriously and will walk you through our security procedure of how we remove our software from your machine automatically. You can watch the video of how we connect to your computer and remove our software here. BACK TO TOP What operating systems do you support? We specialize in Microsoft Windows, but we also do Macintosh and Linux as well depending on what your problem is. We obviously get the most questions on Windows but depending on the problem we may be able to help you. BACK TO TOP What should I do after getting infected by a virus or trojan? Unfortunately virus and trojan infections are very common in today's computing environment. After one of our technicians removes an infection it is important to make sure you do not get infected again and reasonable precautions are made to make sure there is no data loss. This means changing all your passwords for all your accounts. This includes email, banking, and especially any account that has to do with accessing your money. In addition, our technicians will go over some common safety procedures to make sure that you do not get reinfected. BACK TO TOP How did I get a virus if I have a good anti-virus program that is installed and properly updated? This is a very valid question and the reality is 98% of customers that call in with a virus have a good anti-virus program running and the infection simply disabled the anti-virus program and began launching popups and blocking your Internet browsing. Anti-virus vendors including the big names like Symantec and McAfee are having difficulty keeping up with all the new malware that comes out on a daily basis. The anti-virus vendors are about 97% effective at stopping the 5000 new pieces of malware that come out per day but typically 3% of malware will completely bypass your anti-virus software. BACK TO TOP Why would anyone want to send me a virus? I was just minding my own business? No one is targeting you or your box on purpose. The virus writer's primary goal is to make money. This means getting as many people as possible to get infected with their virus. Once they do get you infected they will attempt two possible ways to get your money. They will either steal any data they can find on your local computer such as credit card information, passwords, or bank information and typically sell it on the black market (yes there is a black market) to someone who can quickly use it making harder to trace. Optionally, they will make believe that that their virus is actually your anti-virus program by using well designed popups, windows messages and icons in your system tray (click here to see example). They will constantly nag you and tell you that you need to update your "fake anti-virus" program for $60 so you can be protected and they can remove all your viruses. In addition, they will redirect all your Internet traffic to their website until many people eventually lose patience and pay the fee demanded by virus writer. BACK TO TOP I just purchased a program that promised to remove all my viruses and fix my registry but it's not working? Unfortunately there are countless programs that promise to "fix" your problems such as viruses, trojans or malware. There are also many programs that promise to speed up your computer by fixing the registry. The Internet offers thousands of programs that claim to fix your problems but most of these programs are written by malware writers who are simply looking to make a few dollars from unsuspecting consumers. Many times these programs make your problems worse or install additional malware on your computer. There is no such thing as "fixing" your registry. Any registry problems should be addressed manually by a technician who understands your computer. Be very careful when trying to find a quick fix for your problems. Would you rather download some software from a website that masquerades as a real company or would you rather talk to a live person who can answer all your questions and truly address your problems. BACK TO TOP

	Our Guarantee
	If we can't fix your problem, we don't charge you anything. You have nothing to lose. Our expert technicians are some of the best in the industry. Our success rate is exceptional at 94% but of course there are some PC problems that just can't be fixed remotely over the Internet. In rare cases, we have worked on a problem for hours with no resolution and in this case we simply admit that we will not be able to help you and recommend some alternatives. No credit card is collected in this case and you are not charged anything for the call, the online chat, the connection or the time.