1How much do Official Tech Support services cost?
Please visit either the Home Support or Business Support page for pricing info.
2Are there any hidden fees or taxes associated with the cost?
Absolutely not. The prices stated on our website or the prices provided by a Official Tech Support representative are exactly what you pay.
3How can I pay for Official Tech Support service?
We accept all major credit cards (Visa, MasterCard, American Express, and Discover) and debit cards (debit card must have a Visa or MasterCard logo to be accepted). We do not accept cash, check or money order.
4If the technician doesn’t resolve my problem, do I still have to pay?
All of our Home Support plans include a 100% money back guarantee on the initial incident. If the technician has tried everything possible to resolve your issue, and the problem still exists, you will receive a full refund. Please visit our terms of service for full details about our money back guarantee policy.
Our Business Support plans do not include a money back guarantee. Please speak to a Official Tech Support representative for more details.
5Do Official Tech Support support plans automatically renew?
Yes. The plans will automatically charge your card each billing cycle (monthly or yearly) as long as the plan is active. Business customers are required to sign a special service agreement as well.
6Will the price of my service ever go up?
No. As long as you maintain an active service with us, your plan price will never increase. However, if Official Tech Support happens to ever lower the price of the plan that you are enrolled in, you will be billed at that new lowered rate starting the next billing cycle.
7Is my personal information, including card information, secure?
Official Tech Support takes extraordinary measures to ensure that all customer data is stored securely and that card information is transferred in the most secure way possible. Official Tech Support also maintains PCI compliance which is the industry-standard for credit card security practices.
8How do I update my personal information that is on file, such as credit card, billing information, etc.?
Please call us and any Official Tech Support representative will be happy to update your information.
9Am I able to cancel my service?
Yes. Official Tech Support home support plans have no obligation past your current support period. For example: if you have a one year unlimited support plan, you would simply need to cancel prior to your next billing date. Business plans may have additional restrictions depending on the agreement signed. Please speak to a Official Tech Support representative for more details.
10If I cancel my service prior to my next billing date, will Official Tech Support provide a prorated refund?
No. Official Tech Support does not provide prorated refunds. If you cancel before your current support period ends, you will still receive service for the rest of that time frame. The plan would then not automatically renew going forward.
11Is there a cancellation fee?
No. Official Tech Support home support plans do not have any extra cancellation fees if you no longer need the service. Business plans may have additional restrictions depending on the agreement signed. Please speak to a Official Tech Support representative for more details.
12Can I upgrade or downgrade my service?
Yes absolutely. If you wish to upgrade or downgrade your service for any reason, please simply call us and we’ll be happy to discuss your options.
13Can I change the billing date of my service?
Yes. If you find going forward that a different bill date is more convenient for you, please simply call us and we’ll be happy to work with you to make it a different date each month or year. Please note that business plans are only billed monthly.
14Can I put my service on hold because I will not be home and won't be using my technology?
For home support plans, yes. If you won’t be home to use your technology, we definitely understand. Please just give us a call and we will take care of it for you. However, our support plans cover ALL of the technology that you own. So even if you don’t currently have access to a computer, other technology, such as smart phones, tablets, and your internet connectivity would still be supported. This is not an option for any of our business plans.
15Can I put my service on hold if I do not currently have any supported technology?
For home support plans, yes. We’d hate to see you pay for something you don’t use. Please just give us a call and we will take care of it for you. However, our support plans cover ALL of the technology that you own. So even if you don’t currently have a computer, other technology, such as smart phones, tablets, and your internet connectivity would still be supported. This is not an option for any of our business plans.
16I can't afford to pay for my service. What can I do?
We understand that your financial situation can change and that you may find it more difficult at times to pay for service. Official Tech Support appreciates you as a customer and we want to work with you to ensure that you are able to maintain service without it being a financial burden. Please call us to discuss your options with a Official Tech Support representative.
17How do I cancel my Official Tech Support service?
Please call us and a Official Tech Support representative will be able to assist you with the cancellation process. Additionally, before disputing a charge with your bank or credit card company, please contact us and a Official Tech Support representative will work with you to clarify or refund any charges that are in question. If there is an error on our part, we will be sure to rectify it immediately. Business plans may have additional restrictions depending on the agreement signed. Please speak to a Official Tech Support representative for more details.
18Does Official Tech Support make it difficult to cancel service or pressure me into keeping service?
Absolutely not. Official Tech Support prides itself on providing exceptional customer service regardless of the reason that you are calling. While we will, of course, attempt to work with you to maintain your service, we will at no point force or pressure you into keeping it. However, we will ask you about your overall experience and reason(s) for cancelling in an effort to ensure that we are providing the best possible service. Please note that business plans may have additional restrictions depending on the agreement signed. Ask to speak to a Official Tech Support representative for more details.
19If Official Tech Support processes a refund, how long does it take for the funds to be returned me?
Official Tech Support processes all credits and voids immediately upon approval to expedite the time it takes for funds to be credited or become available to your account. Please note that the process can vary in length depending on the speed of the credit card processors and your particular financial institution. So it’s possible that your credit may take up to 10 business days to complete. We have no control over the speed at which funds become available again or when a credit is posted to your account.
20Can I cancel Official Tech Support service on behalf of a family member, friend or someone else in my company or organization?
If you are calling on behalf of someone else to cancel a home support plan, we require direct consent from the paying customer or power of attorney in order to proceed. Proof of power of attorney can be provided via email or fax, while direct consent can be provided verbally over the phone. If the customer has passed away, a published obitury or copy of a death certificate is required in order to cancel services. This policy protects the legal rights of our company as well as our customers. Business plans require that the original individual who signed the agreement at your company or organization or someone of equal or higher authority be the one who cancels the service.