User Data

Certain types of failure result in loss of data. Total I.T. Australia strongly recommends that you backup your data regularly. Damage to or loss of any programs, data or removable storage media, or costs of recovering or extracting such programs or data are not covered under warranty.

In the event of a warranty repair where data loss occurs, you will need to restore data to your repaired device from your own backup. Maintaining a regular backup of user data is solely the responsibility of the end user. If you do not have a backup of your data, we may be able to complete a backup for you, however charges will be applicable.


New Computers (Standard Warranty)

What’s covered: Internal hardware components of the new computer system.

What’s not covered: Virus or Malware infections, Software Problems, External Devices (Printers, Scanners etc), physical damage, damage relating to a power surge or any fault not directly related to the internal hardware of the computer.

All computer systems built by Total I.T. Australia after January 1st 2010 are covered by a 24 month return-to-base warranty, unless specifically stated. In the unlikely event you experience problems with your computer, please contact us on 1300 780 720 and our staff will advise you where the computer needs to be returned for warranty service.

Should you prefer not to return your PC to our workshop, you may opt to pay a service fee and have one of our technicians visit you at your Home or Office. Standard service fees apply, however replacement parts are covered by warranty.

A 14 day DOA warranty applies for all new computer systems which are installed onsite. Should you experience any fault with your new computer in the first 14 days, contact us immediately. One of our onsite technicians will visit your Home or Office and if required repair or replace your PC. Service fees will apply if no fault is found, or if the problem falls under the “What’s not covered” category listed above.


New Computers (Upgraded On-Site Warranty)

Selected new computers sold by Total I.T. Australia are eligible for an upgrade to an On-Site Warranty when purchased and connected to a THOR Surge Filter. The computer purchased must remain connected to the THOR Surge Filter from the day of delivery/installation and throughout its lifespan.

What’s covered: Internal hardware components of the new computer system.

What’s not covered: Virus or Malware infections, Software Problems, External Devices (Printers, Scanners etc), physical damage, damage relating to a power surge or any fault not directly related to the internal hardware of the computer.

If you experience issues with your computer and have an Upgraded On-Site Warranty, please contact our office. Based on your description of the issue, we may provide technical support or troubleshooting assistance by phone or email. If required, one of our technicians will attend on-site to your home or office to investigate the fault.

On-Site Service is only available within Brisbane in our standard service area. On-Site Warranty Service is only available on weekdays. Response times will vary depending on existing bookings.

If we determine that the problem being experienced relates to a hardware fault with your new computer and the computer is within its warranty period, the necessary repairs will be completed under warranty. You will be required to have a backup of all important data. Completing a backup of your user data and assisting with restoring this data after a repair, can be completed however service fees will apply.

Depending on the work required, it may be necessary to return your PC to our workshop for repair. If this is required, we will organise re-delivery of your PC after repairs have been completed.

If we determine that the problem being experienced does not relate to a hardware issue and is instead a software related issue (for example, a virus infection), we will advise an estimated cost of repair. If approved, we may be able to complete the necessary repairs on-the-spot. If this is not possible, an alternative appointment time may be booked or the PC may be returned to our workshop for repair. If you do not wish to proceed with the required repairs, we may, at our sole discretion, waive the charge that would usually be payable for On-Site Service.

In certain situations (hard drive failure, significant hardware change ect), it may be necessary to reinstall Windows. During this process no user data is retained and it will be necessary to restore your user data from your backup. If you do not have a backup of your user data, we may be able to assist with backing up and restoring your user data, however service fees will apply. After a reinstall, all software will need to be reinstalled on your PC from the original installation media (CD, USB Flash Drive, Internet Download etc). The responsibility to reinstall and configure software lies with the end user. If assistance is required when reinstalling software, service fees will apply.

We recommend completing regular backups including image backups that can be restored in the event of Windows requiring re-installation. If you do not have a current backup, any data backup, restoration, software installation and reconfiguration will incure labour charges. If you would like to setup a backup, please speak with one of our technicians and we can assist you in setting up a regular backup.


New Laptops

Your new laptop is covered under warranty directly with its manufacturer. In the unlikely event you experience problems with your laptop, ensure you backup all of your data and contact the manufacturer for further warranty instructions.

ASUS – 07 3849 2999 or 1300 278 788
Toshiba – 02 9887 6000
Samsung – Phone 1300 362 603
Lenovo – Phone 131 426

For all other laptop manufactures, please visit the manufactures website for their contact information.


Servers

These terms apply only to servers built by Total IT. Servers built by other manufacturers (eg Dell, Fujitsu) have warranties that are facilitated directly by the manufacturer.

​​Servers built by Total IT (with RTB Warranty)
Servers built by Total IT that include a RTB warranty are covered under the same New Computer Warranty Policy. See New Computers (Standard Warranty) for more information.

Servers built by Total IT ​(with On-Site NBD Warranty)

​​What’s covered: Internal hardware components of the new computer system.

What’s not covered: Virus or Malware infections, Software Problems, External Devices (Printers, Scanners etc), physical damage, damage relating to a power surge or any fault not directly related to the internal hardware of the computer. Recovery of data, re-installation or reconfiguration of operating system and/or software.

Where possible, we will respond the same or next-day business day after a fault is reported to us. Not all issues can be resolved on-the-spot and in some cases it may be necessary to remove the server and return it to our workshop for further assessment and repairs. If this is required, we will re-deliver the server as soon as possible after repairs are completed. A full system image backup should be implemented, maintained and monitored to ensure that no data loss occurs.


Workshop Repairs

Virus & Malware Removal
If we remove a virus infection or malware infection from your PC and you experience the same infection or problems relating to the original infection within 14 days, we will credit the service fee spent towards the cost of a full Data Backup & Windows Reinstallation.

Hardware
All hardware (parts) installed in the workshop carry a 12 month parts & labour warranty unless otherwise stated. Some components carry an extended manufacturer’s warranty after the first 12 months. This extended warranty is parts only and labour charges apply.


Onsite Repairs in your Home or Office

Hardware
All hardware (parts) installed onsite carry a 12 month parts only warranty unless otherwise stated. Should you experience a fault with any hardware purchased onsite, you can return to our workshop for warranty service.

Should you prefer not to return your PC to our workshop, you may opt to pay a service fee and have one of our technicians visit you at your Home or Office. Standard service fees apply, however replacement parts are covered by warranty.

Service Guarantee
We guarantee our technician’s work to be 100% fault and error free. Should you experience any issues with your computer after our service, please contact our staff and we will do everything we can to assist you.


Smartphone & Tablet Repairs (TotalFix Brisbane)

Effective from the 1st of May 2015, all our repairs, unless specifically stated, include a 1 Year Limited Warranty. The warranty covers the part/s replaced and our workmanship.

  • The part/s replaced are guaranteed against defect or failure from reasonable use.
  • The warranty does not cover physical damage, such as cracks or smashed screens.
  • The warranty does not faults caused by contact with liquid.
  • Our warranty does not cover other components in the repaired device.
  • Physical damage to the device and/or replaced part/s will void your warranty.
  • The warranty provided is a RTB (Return to Base) warranty. Devices must be returned to our workshop for warranty service.
  • Warranty jobs with no fault found or other faults not covered under our warranty may incur a fee.
  • As we provide our On-Site repair services at no additional cost, repairs completed On-Site include our standard RTB (Return to Base) warranty and must be returned to our workshop for warranty service. If your warranty claim is within 30 days of the repair date, we may choose at our sole discretion, to attend on-site.
  • Batteries replacements are covered by a 6 Month Warranty.

Repairs completed prior to the 1st of May 2015 are covered by a 6 Month Warranty, as advertised at the time of repair.


Product Sales (Over the Counter Sales)

Please ensure you have purchased the correct product as all sales are final. We are not required to provide a refund or replacement if you change your mind.

Please keep your proof of purchase—e.g. your receipt. We are not able to facilitate warranty claims without a receipt.

External factors that may influence a product’s warranty may include (but are not limited to) physical damage, incorrect use and wear and tear.

Failure of your goods may result in the loss of any user-generated data. Please ensure that you have made a copy of any data saved on your goods.

Self-diagnosis / Assumptions
Products may not be returned or refunded if they do not resolve an issue that was not diagnosed by one of our technicians. Advice provided over the counter or over the phone is general in nature and is not considered a diagnosis. For example, a customer has a problem with their internet and believes their issues are caused by a faulty modem. If they purchase a new modem but find that it does not resolve their issue, the modem can not be returned for a refund, unless the new modem is faulty.

Where possible, we may be able to offer an exchange for the correct product if the product is returned in it’s original packaging, unopened, perfect, resalable condition and this is at the sole discretion of our staff. Exchanges will only be offered within 7 days of original sale date and the customer will be required to provide a copy of the receipt.

Manufacturers Warranty
The warranty for most products can be facilitated through our store however some warranties are facilitated through the manufacturer. Products which require warranty claims to be directed directly to the manufacturer often include laptops and printers. If you need to return the product to the manufacturer directly, our staff can provide you with the relevant information.

Advice
Any advise given by staff is general advice only and may not take into consideration your individual needs and requirements. If you need advice we recommend booking an onsite appointment to have one of our technicians attend your home or office to assess your needs and discuss in-depth your technology requirements before making a purchase.

Technical Assistance
Products purchased from Total IT do not include setup, configuration or support unless otherwise specified on your original invoice. Our technicians bill for their advice and assistance and we can quote you setup, configuration or troubleshooting services if required.

Diagnostic Fees
If you return an item that is suspected faulty for warranty and we test it and determine the fault was other equipment, (e.g. a graphics card is returned as the computer is not putting out a display and the fault turns out to be a motherboard not under warranty with Total I.T.) we reserve the right to charge for our diagnostic assessment.
​​
Wireless Printers
We have setup thousands of wireless printers over the years and while in some cases they operate and work well, many times they do not. We recommend connecting your printer by USB or Ethernet wherever possible to minimise issues. Our technicians are happy to assist with the setup and configuration or Wireless Printers however we can not provide on-going support for Wireless Printers due to the unreliable nature of wireless printing.

We feel like these are really obvious but still get asked:

Antivirus Software
Buying anti-virus software recommended by Total I.T. does not guarantee you to be 100% virus free for the life of the product. An anti-virus program can be overruled by the computer user at any time and no anti-virus product can protect against 100% of threats. Viruses will often disguise themselves as something else to trick the computer user into allowing it onto the computer. The point of anti-virus software is to minimise and reduce your risk on the internet. Each computer user accesses the internet at their own risk.

Screen Protectors and Protective Cases
Buying a screen protector or phone case recommended by Total I.T. does not make your device indestructible. The purpose of these products is to minimise and reduce damage to you phone. You can still break your smartphone even after purchasing a screen protector. No warranty will be given on these items beyond what is offered by the manufacturer.