Computer Repairs – Terms and Conditions

At Prime Tech Support, we are committed to providing expert, transparent, and professional computer repair services. Based on years of real-world experience, the following terms outline important service conditions and policies you should know before we begin any work.

DIAGNOSTIC FEE POLICY

All computer repairs begin with a diagnostic, which allows our team to identify the problem accurately and provide a repair quote.

The diagnostic fee is $80.00
It is non-refundable, but it applies toward the final cost of the repair if you choose to proceed
We charge this fee to ensure we can give you a thorough and accurate quote

This fee is standard and applies to all repairs, including screen, battery, hinge, DOA, and liquid-damage cases.

1. PASSWORD ACCESS & QA TESTING

To perform full diagnostics and Quality Assurance (QA) testing, we require access to your system.

You may provide your password or PIN, or
You may create a guest account for us to use during testing

If your device is non-functional (DOA) and you cannot create a guest account, we will proceed based on your preference once the unit is operational.

If no access is provided:

We will be unable to perform full software diagnostics
QA will take place at pickup
If issues arise, your device may be placed back in the repair queue, and a 30% labor fee may apply for rework

2. SCREEN REPLACEMENTS

If your screen is partially cracked or damaged, we may need to remove it to identify the correct part number.

Please note:
Removing a damaged screen may worsen the break. This step is necessary because part numbers listed by manufacturers are not always accurate.

3. BATTERY REPLACEMENTS

Battery replacements at Prime Tech Support include a 90-day warranty covering both labor and the battery—provided the part was supplied by us.

We always aim to use manufacturer-original batteries whenever available
When OEM parts are not accessible, we provide high-quality, tested alternatives that meet or exceed performance standards

After the 90-day period:

Most batteries continue to be covered by a manufacturer warranty (typically 6–12 months)
We can assist you in filing a warranty claim if needed
If the battery is replaced under warranty, we will charge labor to reinstall it

4. HINGE REPAIRS

Hinge issues often involve internal damage or tension. Disassembly may reveal additional damage not visible during the initial inspection.

Hinge repairs may include:

Rebuilding internal mounts or case structure
Replacing broken plastics or metals
Using new or custom components when needed

All hinge work requires a diagnostic. Final cost is based on the scope of the repair and whether parts are needed.

5. CHARGERS & POWER ISSUES

We require that customers bring their original charger when dropping off their computer.

From experience:

Many DOA issues are related to faulty chargers or power adapters
If no charger is provided, one must be brought at pickup for testing

If a faulty charger damages the system after repair, we are not liable, and a 30% labor fee may apply for rework.

6. DOA & LIQUID DAMAGE COMPUTERS

Dead-on-arrival (DOA) and liquid-damaged systems often involve board-level failure and require deep diagnostics.

What to expect:

Turnaround for diagnostic results may take 48 to 72 business hours
There is typically a 50/50 chance of full recovery, depending on damage
Once powered on, other components (e.g., trackpad, keyboard, webcam, screen) may show signs of failure

If additional components need replacement after board repair:

You will be notified
We’ll provide quotes for new or used parts depending on availability and budget

If a donor board is required for logic board repairs:

We will inform you beforehand
Donor boards are non-refundable once used, as they are consumed during the repair process

DATA DURING LIQUID OR DOA REPAIRS

If your data is important, please let us know on the intake form.

We’ll prioritize repair methods that protect data
For devices with soldered SSDs, we take additional care
If data recovery is needed afterward, it will be offered as a separate service

While we always do our best to preserve data, data loss is a risk in these cases and cannot be guaranteed.

7. RUSH SERVICE – OPTIONAL ($200.00)

Need your repair completed fast? Our Rush Service is available for an additional $200.00 non-refundable fee, offering full priority at every step.

Rush Service includes:

Immediate diagnostic and triage
Top placement in the repair queue
Expedited parts sourcing and approval
Accelerated installation, QA, and delivery

In most cases, Rush Service allows for same-day or 24-hour turnaround, depending on issue complexity and part availability
This service is ideal for professionals, students, and urgent-use systems
Rush Service does not apply toward the final repair cost

8. ALL OTHER REPAIRS

For all other computer services not specifically covered above—such as RAM or SSD upgrades, fan replacements, thermal paste reapplication, keyboard replacements, operating system reinstalls, driver configurations, and internal cleaning—the following applies:

We use manufacturer-original parts whenever available, and offer high-quality, tested alternatives when OEM parts are not accessible
All hardware repairs are covered under our 90-day labor warranty
Software-related services (such as OS installation, driver setup, or configuration) include a 30-day warranty from the date of service
Parts carry their respective manufacturer warranties, which vary by brand and type

Important Service Policies

No Guarantee of Repair

While our technicians follow strict diagnostic procedures and use high-quality tools and parts, we cannot guarantee successful repair in all cases—especially when the device has board-level damage, corrosion, or multiple component failures. Some systems may remain partially or fully non-functional even after attempted repair. By proceeding, you acknowledge that diagnostic and labor fees are due regardless of the final repair outcome.

Extended Labor for Complex Cases

In rare cases, a repair may require multiple rework attempts, extended diagnostics, or custom technical procedures. These situations demand significant technician time and specialized tools. If your repair falls into this category, additional labor charges may apply—but only if approved in advance by the customer. We will always contact you to explain the situation and options before proceeding with additional work.

Last updated: July 20, 2025