FAQ

Frequently Asked Questions
When can I drop something off to you?	We are usually available Monday, Thursday and Friday after 12pm. Our onsite service calls are usually Wednesdays and Tuesdays are for Paul to get stuck into the complicated repairs. We also do school music room installations, so please text 0418 825 945 or email before coming, to make sure we are available.
Why don’t you answer your phones/why don’t you call me back?	At present we are really busy and trying to reduce how much time Paul spends on the phone. An average call is 15 minutes. Ten calls a day adds up to hours Paul can’t spend repairing. Paul often over-promised during calls, forgetting other commitments, which caused problems. We found that customers that ‘just want to have a chat’, normally want to either get enough information from us to repair it themselves, or want to convince us that their unit is more important than anyone elses and should be fixed quicker and cheaper. I usually don’t have answers on the spot, but via text or email I can get accurate info quickly. I’m also partially deaf, which makes phone calls harder. We both get a record of the conversation. So we both know what is expected. Calls could take days for Paul to return, if at all. I aim to reply by text or email within an hour or two, but always within a day. If you drop off your unit at Sheidow Park (by appointment) or have an onsite service, Paul will be happy to speak to you then. If not being able to speak on the phone is a deal breaker, we respect that – but it may mean we aren’t the right repairer for you.
Its only a simple repair – why will it take so long?	All repairs are looked at in the order they are booked. Express service is available for an additional fee, getting your unit looked at within 4 business days, though parts availability may affect timing. “Simple repairs” can still be tricky.
Why can’t you tell me how much my repair will cost, before you look at it?	Without inspecting the unit, we can’t know the cause of the issue or the parts/time needed. We aren’t wizards (though that would be really cool).
Is my unit worth getting repaired?	We would need to diagnose your unit first. Some units are sentimental and worth any cost; others may cost more to repair than replace. This decision is yours.
Why is the estimate more than what I paid for the unit?	Repairs are charged based on time and parts, not the original unit cost. Sometimes we don’t know what you paid or the RRP, but we’ll try to advise if the repair may cost more than the unit’s value.
Why can’t I drop something off to you until after 12?	We start later to accommodate customers wanting to drop units off after work. Our morning includes walking our Border Collie Luna, picking up spare parts, and Farmers Union Iced Coffee. We then work later to make up the time.
Are you available on weekends?	We used to make ourselves more available on weekends – but we found ourselves waiting around more and more and then people also just not turning up, so unfortunately we are not as available on weekends as we used to be.