Frequently Asked Questions

At Melbourne West IT Solutions, we are here to answer your questions and provide clarity on our services. Below, you’ll find answers to the most common inquiries we receive. If you don’t see your question here, feel free to contact us.

General FAQs

What services do you provide?
We offer a comprehensive range of IT services, including:

• Computer repairs (hardware and software issues)
• Cybersecurity solutions
• Data backup and recovery
• IT consultations
• Network and Wi-Fi setup
• Remote support
• On-site IT support across Melbourne’s western suburbs

Do you offer same-day service?
Yes! We are proud to offer a Same-Day Service Guarantee for bookings made before 10:00 AM. Conditions apply, but we always aim to resolve urgent issues as quickly as possible.

What is your “No Fix, No Fee” policy?
If we can’t fix the issue or provide a viable solution, you don’t pay for the service. This ensures complete peace of mind for our clients.

What areas do you serve?
We provide on-site services across all Melbourne western suburbs, including Melton, Bacchus Marsh, Sunbury, Werribee, and beyond. Check out our Service Areas page for a complete list.

Can I book online?
Yes, you can easily book your IT service online through our Booking Page. It’s quick, simple, and allows you to select the time that works best for you.

Do you offer after-hours or weekend support?
Yes, we understand that IT emergencies don’t follow a 9-to-5 schedule. We offer support from 7:00 AM to 9:00 PM, Monday to Sunday, excluding public holidays.

Why Choose Melbourne West IT Solutions?

Who will be handling my service?
You’ll be working directly with Ben Kunze, a highly qualified IT professional with years of experience. Unlike larger companies where you might not know who is handling your issue, Ben provides a personal and professional touch, ensuring your concerns are addressed with care and expertise.

What makes Melbourne West IT Solutions different?

• Locally owned and operated: Ben understands the unique needs of Melbourne’s western suburbs.
• Certified expertise: Ben holds advanced certifications and specializes in cybersecurity and IT support.
• Transparent pricing: No hidden fees or surprises—just clear, upfront costs.
• Same-Day Service Guarantee: We’re here when you need us most.
• Follow-Up Assurance: If your issue isn’t fixed, we’ll come back free of charge.

What’s Ben’s background?
Ben has over a decade of IT experience, focusing on providing tailored solutions for individuals and businesses. With a passion for solving complex technical issues and building strong community relationships, Ben ensures every client receives first-class service.

Remote Support FAQs

What is remote support, and how does it work?
Remote support allows us to fix your IT issues without needing to visit your location. Using secure software, we can access your device and resolve problems quickly.

What types of issues can you fix remotely?
Remote support is ideal for:

• Software troubleshooting
• Virus and malware removal
• Email configuration
• Software installation and updates

Is remote support secure?
Yes, we use industry-standard security protocols to ensure your data and privacy are protected during remote sessions.

On-Site Support FAQs

What should I do to prepare for an on-site visit?
Please ensure:

• You have access to the affected device(s).
• Backup your important data.
• Provide a safe and accessible workspace for our technician.

How long does on-site support typically take?
Most issues are resolved within the first hour. If the problem requires more time, Ben will discuss your options upfront.

Are there any additional travel fees?
Our standard pricing covers:

• Zone 1 (within 20 km of Melton): $85 for the first hour.
• Zone 2 (beyond 20 km): $110 for the first hour. For locations beyond these zones, additional travel fees may apply and will be disclosed at the time of booking.

Pricing FAQs

How much do your services cost?

• On-Site Support: $85 (Zone 1) or $110 (Zone 2) for the first hour.
• Remote Support: $65 for the first hour.
• Additional time is billed at $35 per half-hour.

For more details, visit our Pricing Page.

Do you offer discounts?
Yes, we offer:

• 10% off for first-time customers and seniors.
• Bundle discounts for extended services.

When is payment required?
Payment is due upon completion of the service. We accept credit cards, PayPal, and bank transfers.

Guarantees & Policies

What happens if my issue isn’t resolved?
Our Follow-Up Assurance means that if your issue persists, we’ll return for one (1) additional visit at no extra charge.

Is there a warranty on repairs?
We provide a standard 30-day warranty on repairs, covering the original issue addressed.

What is your cancellation policy?
Cancellations made with less than 24 hours’ notice may incur a $20 fee. No-shows will be charged $20.

Specialized Services FAQs

Do you offer gaming PC setups?
Yes, we can customize gaming PCs, optimize performance, and ensure your setup meets your specific needs.

Can you help with cloud storage?
Absolutely! We assist with setting up cloud storage solutions for both personal and business use.

What cybersecurity services do you provide?
We offer:

• Virus and malware removal
• Firewall configuration
• Security audits
• Data recovery from compromised devices

Technical Tips & Troubleshooting

What should I do if my computer is running slowly?
Start by:

• Checking for malware or viruses.
• Closing unnecessary background applications.
• Contacting us for a professional diagnostic.

How can I improve my Wi-Fi speed?

• Ensure your router is in a central location.
• Reduce interference from other devices.
• Consider upgrading your plan or router.
• Contact us for a network optimization service.

Need More Help?

If your question isn’t listed here, don’t hesitate to Contact Us. We’re here to help!