FAQ

Frequently Asked Questions – FAQs

Click on any of the Frequently Asked Questions down below to learn more.

general

What forms of payment are accepted?

Currently, we accept the following methods of payment:

  • Cash
  • Checks
  • Debit Cards
  • Credit Cards
  • Bartering/Trade (Must be Pre-approved prior to any service)

Please make a note that payment must be made in full at the end of every completed service. Only under certain circumstances and with the approval of management a system maybe picked-up without paying first. Special arrangements must be made prior for such authorization. On certain occasions, a 75% down payment is required in order to complete the service.

What kind of technical support options do you offer?

PC New Horizons offers professional technical support over the phone, via e-mail, or remotely. Every support option has an affordable fee however the remote desktop support service is the most affordable and the most efficient. Please request a free 15-minute trial to experience our state of the art remote desktop support.

Does PC New Horizons service Apple computers?

Yes, we service any Apple computers including iMacs, and any Macintosh computers from towers to laptops. In addition, we also provide technical support, hardware, and software sales. (we do NOT work on iPhones or iPads)

Do you take exchanges or returns on open software?

No, we do not take returns on open software to avoid piracy issues. However, if the software is not open you may return it by no later than the 15th day after purchase. You must present your original sales receipt, the packaging must be in excellent condition, a 15% re-stocking fee will apply. There are no returns after the 15th day and exchanges will only take place for defective software if exchanged by no later than the 15th day after your purchase.

Does PC New Horizons offer any discounts or special promotions?

We currently offer discounts for customer referrals, military personnel and senior citizens:

  • Military individuals qualify for a 10% discount on the total of their service only, it does not apply towards any travel time or retail parts.
  • Senior Citizens 65 and older qualify for 15% discount on the total of their services only, it does not apply towards any travel time or retail parts.
  • Customer referral savings, existing customers earn $10 dollars and new customers save $10 dollars on their first service.
Does PC New Horizons guarantee their services?

PC New Horizons offers a 30-day warranty on every service offered. Every service performed by us will never be unresolved if a problem is reported right away. We will always make sure the problem is solved and that you are fully satisfied, or your money back. We guarantee it.

Are there cancellation fees for Onsite Services?

The answer is yes. If for some reason you cannot keep your onsite appointment you must call 24 hours prior to cancel your appointment or you will be billed a $20 dollar cancellation fee. Please understand we lose time, and potential business every time customers don’t notify us to cancel their appointment. That’s why we are forced to charge a cancellation fee when you don’t call to cancel your appointment. We truly apologize for any inconveniences this may cause.

What is an Onsite Service?

An OnSite service is when an OnSite technician is dispatched to your home or office to troubleshoot, repair, upgrade, or consult with you regarding a technical challenge. No travel time is charged within the city limits of Mt. Vernon and Burlington. Travel time fees apply outside these city limits.

How do your free diagnostics work?

Simple! We diagnose the problem free of charge. Once the problem is found we determine the solution and the cost to fix it. Then you are notified, we explain what we have found, give you options, and you make the final decision to approve or decline the service. We will never perform any work on your system without your authorization.

Does PC New Horizons have a customer referral program?

PC New Horizons does have a customer referral program. Existing customers who refer new customers to us get a check in the mail for $10 dollars! New customers will save $10 on their first service, and we gain a new customer – it’s a “win-win” situation for everybody.

Are there fees on returned checks?

If a check is returned for NSF or other reasons, a $25 dollar fee will be added to your bill. We don’t like to do this, so please make sure to have enough funds before writing a check to us.

Do you take returns or exchanges on hardware?

If the hardware sold by us is determined to be bad or faulty we will exchange it free of charge. However, currently we are not accepting any returns on hardware – all sales are final. Unfortunately, we are not a big retailer yet so we are not capable of handling returns.

What is malware? What is spyware? What is a virus?

Malware is an abbreviated term used to describe a “malicious software” program. Malware includes things like spyware or adware programs, such as tracking cookies, which are used to monitor your surfing habits. It also includes more sinister items, such as keyloggers, Trojan horses, worms, and viruses.

Spyware is a type of malware that is installed on computers and collects little bits of information at a time about users without their knowledge. The presence of spyware is typically hidden from the user, and can be difficult to detect. Typically, spyware is secretly installed on the user’s personal computer. Sometimes, however, spyware such as keyloggers are installed by the owner of a shared, corporate, or public computer on purpose in order to secretly monitor other users.

A computer virus is a computer program that can copy itself and infect a computer. The term “virus” is also commonly but erroneously used to refer to other types of malware, adware, and spyware programs that do not have the reproductive ability. A true virus can only spread from one computer to another (in some form of executable code) when its host is taken to the target computer; for instance because a user sent it over a network or the Internet, or carried it on a removable medium such as a floppy disk, CD, DVD, or USB drive. Viruses can increase their chances of spreading to other computers by infecting files on a network file system or a file system that is accessed by another computer.

Do you pickup and deliver systems for repair?

PC New Horizons does pick-up and deliver a customer’s system for repair free of charge if your location is within the city limits of Mount Vernon or Burlington. We also pick-up outside our local areas for an affordable fee. Fees are based on the distance between our shop and your location. For example anything taking longer than 15 minutes is considered a long distance and a rate of $20 hourly will apply round trip.

Do you sell computer hardware and software?

PC New Horizons does currently sell all kinds of hardware, software, and services in our Store Section. If for some reason you don’t find what you are looking for please make sure to contact us. Please keep in mind we keep most of our inventory in stock. However, there are a few items that we order only when needed to better assist our customers.

What type of credit card/merchant system do you use for your online store?

We are using PayPal credit card merchant system. PayPal is an e-commerce system allowing payments and money transfers to be made through the Internet. PayPal serves as an electronic alternative to traditional paper methods such as checks and money orders. You do not need to have a PayPal account in order to use it.

A PayPal account can be funded with an electronic debit from a bank account or by a credit card. The recipient of a PayPal transfer can either request a check from PayPal, establish their own PayPal deposit account or request a transfer to their bank account.

PayPal protects your financial information with industry-leading security and fraud prevention systems. When you use PayPal, your financial information is not shared with the merchant. Once your payment is complete, you will be emailed a receipt for this transaction.

How often do you update your website?

Our website is updated daily to better serve our customers, however, there are times when maintenance is taking place and certain areas of our website might not be accessible. If you find an area that needs attention please feel free to contact us and we will address the matter asap.