Policy Statements - Punster Productions, Inc.

Computer troubleshooting and repair, by its very nature, is impossible to predict how long it will take.  In recognition of this, Punster Productions, Inc. has established the following policies:

"Do no harm"

We always strive to leave Customer's system no worse than before we started work.

Initial Analysis - when we first arrive

Normally limited to 2 hours (frequently less).

Particularly complicated jobs may require a longer "Initial Analysis."  Customer must agree in advance to a longer period.

We retain the right to reject any job which for which the Customer does not agree to a reasonable "Initial Analysis" period.

At the end of "Initial Analysis" (sooner when possible), we will review status with Customer, and present options for further work, if needed.

An estimate of time required to complete work (if any), will then be made.

Necessary work will be completed concurrently with the analysis, whenever possible, in order to minimize total time required. (For example, running diagnostic scans is often faster if preceeded by disk cleaning & defragmentation).

If, at the end of "Initial Analysis" period, Customer's system is in a state of partial repair, caused by us, without Customers's prior consent to begin those repair(s), there will be no additional charge to Customer to complete those in-progress repair(s).

Customer always has the right to decline further work, or choose an alternate service to complete work.

Work Period - after "Initial Analysis"

We discuss with Customer to agree upon the work to be performed, and provide an estimate of the time required.

At the end of this "work period," any agreed upon work, which is incomplete, will be finished without additional charge.

In some cases, we find additional work necessary and/or appropriate.  We may perform that work as well, if it does not cause us to exceed the agreed upon "work period," or if it is necessary to complete the agreed upon work.  When possible, we will discuss it with Customer first.

Status and options will be presented to Customer at the end of agreed "work period" (or sooner, when possible and appropriate).

Replacement Option

We recognize that, at some point, repairs can be so expensive that complete system replacement becomes a better option for Customer.

Customer has the right to make an informed decision.

We will strive to inform Customer as early as possible (generally, by the end of "Initial Analysis" period), and as clearly as possible, of any such options.

Other Considerations

We will make every reasonable effort to minimize cost to Customer, consistent with providing Customer a satisfactory experience.

If any work performed adversely affects Customer's ability to use their system, we will correct the situation without additional charge.

In the rare event that Punster Productions, Inc. does not have the means to resolve a problem, that portion of labor spent working on that particular issue will be billed at a 50% discount.

In the event that Punster Productions, Inc. concludes that a problem could be resolved (or more easily resolved) by taking Customer equipment off Customer premises, Customer has the option of declining, or accepting.  If accepted, we will treat Customer's equipment with utmost care; provide any disconnection and re-connection services required, and if the equipment is damaged while in our possession, will be repaired or replaced (at our option) with equivalent equipment.