Why are we different?
Two problems computer service companies face today:

1. Full-time staff team vs. Sub-contractor network
Most computer service companies use a network of sub-contractors. We used to do the same. We have found with sub-contractors is the work quality is treated with less importance since it is not their business that they represent. The quality control process is shifted from the company to entirely being handled by the sub-contractors and the company does not have the control over the process of the job.

Typically a sub-contractors will wait for jobs to be sent to them using SMS, go to the client site and do the job. If the machine is taken away, they will bring the machine back to their "home" workshop and return the machine at an agreed time. The company does not know what is done and how it is done. The only thing they know is when the machine is booked to be repair, what problems the customer is having and when it is returned.

Safemode difference:
At Safemode we have recognised this deficiency and we worked diligently over the years to build a strong committed team of full-time staffs. We do travel more extensively than sub-contractors but we have an absolute control over the order fulfillment process. Jobs taken away are brought back to a fully equipped workshops with Specialised Laptop Repair Center, Class 100 Clean Room Hard drive Recovery and Electronic Quality Control System. Each franchise office is operated by a team of 4-5 technicians who communicated with each other by the First Class Customer Relation Management System developed in-house, which ensure the smooth information flow without miscommunication.

Safemode culture is defined by how our staffs feel about the company and its Vision and Mission to deliver the first class quality service. Ask any of our staff about how they feel about their work and you will get an impressive answer: the work is heavy loaded but we smile and work together as a team.

Class 100 Clean Room Hard disk Recovery Facility

2. Fixed quote system vs. Hourly rate system
Most computer service companies use a system of hourly rates. Many have attempted to use a fixed quote system but found it impossible to cover the entire range of problems we service and many find the fixed quote system "limit their earning potential" (e.g. Computer Troubleshooters).

The hourly rate system poses two serious problems: 1. the technician or sub-contractor will tend to prolong the job to earn more money and 2. an inexperienced technician will charge more on the same job than an experienced one, because the latter one can do the job much faster. From the client perspective, they do not know how long a job will take and they can only rely on what the technician say. In the end, the client is not charged the fair price.

Safemode difference:
At Safemode we use comprehensive system of fixed quotes upfront before we do any job. Any unclassified problems will be assessed from the client cost-benefit perspective and communicated with client in advance before we do the job. The fixed quote systems have been developed over the year and updated everyday to make sure we charge the fair price for the work we do.

OUR GUARANTEES

	We Service Computer. We Sell Peace of Mind Safemode’s success depends on the customer satisfaction. That is why all our works are covered with 3 MONTH QUALITY SATISFACTION WARRANTY1. Nobody else can match this Guarantee in the market.
	Free Upfront Quote. No hidden charges All services carried out by Safemode Technicians are quoted upfront and there is no hidden charges and surprised costs. We do not charge for the diagnose time it takes to formulate the quote2.
	Spare part price matching program Safemode has an ongoing commitment to only carrying out genuinely required repairs and services. Safemode is committed to supplying only genuine quality brand hardware spare parts and software. If you find a cheaper price on the same product in stock at another store, we will match the price and give you 10% of the difference3.
	Same day or 24 hr service or NO CHARGE4! We thrive to be the best people in IT Service Industry. We guarantee somebody will be at your door in the same day or within 24 hours if you call before 10PM.

TERMS AND CONDITIONS

1. 3 MONTH SERVICE WARRANTY
All service  works are under three month warranty from the date of machine repair, return, signed and accepted by the customer. Safemode warrants that the service rendered will be subject to the certified standards by Safemode. The 3 month warranty claim will be serviced under the conditions that it is not the customer’s fault or wrong doings, the problems are within the scope of the warranted job and the reappearing problems are due to the technician incompletion of the job.

A. It is not the customer’s fault or wrong doings: Safemode does not warrant the service for subsequent actions by the customer after the machine has been returned and shown to the customer to be in good working order, such as customer do-it-yourself reinstallation of the operating system, surfing of spyware source websites, reinstallation of software that has been known or marked by our technician to potentially cause conflicts with the operating system or other software.

B. The problem is within the scope of the warranted job: the warranty covers for repeating problems and requests by customers that can be shown to have not been completed by the technician properly. If the technician attends onsite and the problems the customer identify are not within the scope of the warranted job or the problems do not appear as the customer describe, the customer is liable to pay for the visit as an entire new job.

C.    The problems reappear due to the technician incompletion of the job: Our technicians always thoroughly check the system to make sure all your requests are completed and other common issues resulted from the diagnosed problems are tested before leaving. If the problems reappear without any subsequent actions by the customer a warranty job will be provided to fix the problem to its entirety.

VIRUS AND SPYWARE RE-INFECTION: It is often possible for a computer to be reinfected with the same spyware and virus that have been removed by our technicians. Spyware infection and reinfection can be as easy as visiting a bad website. If our technicians have provided you with the instructions and recommendations on protection software and you have not followed the recommendation, we can not service your warranty claim for the reappearing problem.

2. FREE QUOTE
Call-out fees will apply for certain locations depending on travel time. Quotes are valid for 7 days unless notified in advance. We reserve the right to adjust the quote according to hardware and software conditions if found differently from the time the technician composes the quote. Any adjustment will be communicated with the client before we proceed.

3. SPARE PART PRICE MATCHING PROGRAM
In order for us to match the price of a stock item, the Customer needs to show us a current advertisement, price list or brochure with valid contact telephone number so we can confirm the price is current and the item is in stock.

4. SAME DAY OR 24 HR SERVICE OR FREE OF CHARGE
This guarantee applies exclusively to service scheduled through our service hotline 1800 85 83 82 for Microsoft-based systems. 24hr service must be requested over the phone no later than 10 a.m. Monday through Friday, excluding holidays, using the same time zone as the physical location of the appointment. 24hr service is scheduled on a first come, first serve basis only. 24hr service guarantee does not apply to warranty jobs. Safemode may assign specific appointment times at its discretion, either for its own purposes or as a courtesy to customers, but the company only guarantees that a technician will arrive by midnight. Customer requests for specific appointment times are not covered by this guarantee in any way. This guarantee only applies to the initial visit by a Safemode technician and does not ensure that all necessary work can be completed on the same day. Any changes made by a customer to a same day service request that is already scheduled void this guarantee in its entirety. In the event Safemode is unable to provide 24 hour service to a customer, a credit of up to $270 maximum will be applied toward labour charges on the next available appointment scheduled by the customer through our service hotline as listed above. This credit does not apply to call out fees and hardware or software purchases. This offer is limited to one per customer. Safemode may cancel this offer at any time.