Frequently Asked Questions

Remote Logon is a service that allows our technicians to temporarily connect directly to your computer from hundreds or even thousands of miles away. They can then control your computer just like they were sitting right in front of it themselves.

NO!

There are two versions of our software:

• One that allows instant unattended connection (Mostly for Businesses)
• One that allows a connection ONLY when YOU specifically allow the request and click “ALLOW” on the giant “Connection Request” popup that will show up in the middle of your computer screen. The only way we can connect is if you specifically allow us. (Mostly for Residential)

We offer both versions to you. You are not locked to or out of either version. They cost the same.

A giant, ugly banner will slide across your screen with the connecting technician’s FULL name on it.

While the connection is established, there will be a large rectangular box at the top of the screen that says “Connection in Progress”. Clicking the box will also show you the full, legal name of the connecting technician.

We’re happy to provide you an unedited, unredacted, FULL copy of ALL your data that we possess. That includes connection logs, file transfer history, connection history (Date and time), etc. We will do this for you in a timely manner. The process takes about 8-9 real-life work hours to complete.

We ask that this service be used responsibly and within reason. While we pride ourselves on Honesty and Transparency, gathering this information from across our systems and converting it into something readable and usable by you redirects one of our technicians until it has been completed. 

(-“Converting” refers to taking the log files, data files, database files and physical paper documents and making them openable and readable by your devices. -Aaron Rhodes, Owner)

That’s not a question but to cancel your service, call or email us and we’ll be happy to do this for you.

PLEASE NOTE: Cancelling your service will NOT result in a refund of the remaining time on your plan.

If you desire a refund, please contact us via email or phone and we can process this for you.

As serial keys are used on assignment; we offer no refunds unless specifically specified on the product’s description.

Tokens are a system we put in place after experiencing our first malicious customer.

• In short, it’s something that you will likely never need to worry about.
• On Paper, when a technician finishes the work you requested, they have the choice of removing one of your tokens. Lose all of your tokens and you’ll be unable to request any new repairs until the next billing period or you discuss things with us.|
• In reality, Tokens are a system we use to protect ourselves from malicious customers who may call many dozens of times a day, customers attempting to outsource their entire company to us while paying for a single Service Plan, customers cheating the system, etc. It’s is very unlikely that one of our technicians will ever remove a token unless they spent several hours on a particular job, were verbally abused, treated poorly or feel the customer is acting in bad faith.

PCRepair.us, LLC does not retain ANY of your personally identifiable data in a digital format in order to protect you from data breach, hacking, etc. No system in the world is 100% secure. Anyone who tells you otherwise is lying.

The data that PCRepair.us, LLC collects includes a printed “Customer File” that is stored in a locked file room inside of a locked filing cabinet. The data on the paper includes but may not be limited to:

• Physical Mailing Location
• Name and other personally identifiable information
• Information about your devices and or work done on/to them by us or other technicians

In short, we only collect and maintain data that is needed for us to do our job.

Our website hosting provider who is unaffiliated with and a completely separate entity to PCRepair.us, LLC may collect other information. If requested via email, we can direct you to their privacy policy.

All you need is a service plan which may be purchased here.

While it's our job to keep your computer running great, we do expect you to have the following in order to facilitate a smooth setup process and work environment:

• A mid-tier internet connection. We cannot connect over cellular internet, Dial Up or other archaic forms of internet service.
• A basic understanding of how to download and install software so that you may install our software allowing us to connect.

Short Answer: Your Microsoft Windows Installation and Microsoft Software

Long Answer: Our service plans are focused on individual computers and cover:

-Troubleshooting the computer's operating system

-Troubleshooting factory installed software

-Most Microsoft Software

We do not cover anything not located on the computer's hard drive that we're servicing. While we often make exceptions, it is at the sole discretion of the PCRepair.us, LLC technician working on your device or responding to your ticket. The reasoning for this is due to how many millions of software applications that exist, troubleshooting them often requires research and testing which takes copious amounts of time away from servicing other customers.