Welcome to our Frequently Asked Questions Page
Here is a list of common questions we get asked and general responses provided for your convenience.
Click on a FAQ to begin
Frequently Asked Question #1
FAQ #1
Do You Work On Macs?
Yes!
We currently only service the following Apple systems: MacBook, MacBook Air, MacBook Pro, iMac, iMac Pro, Mac Pro and Mac Mini. Please ask us if unsure of what you own, we are more then happy to assist you!
Frequently Asked Question #2
FAQ # 2
Do you take exchanges or returns on open software?
No!
We do not accept returns on open software to avoid piracy issues. However, if the software is unopened/new, sealed, then 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. No returns after the 15th day and exchanges will only be accepted if defective software is exchanged, by no later than the 15th day, after purchase.
Frequently Asked Question #3
FAQ # 3
What forms of payment are accepted?
We accept three types of payment:
Cash- exact or rounded value, Checks- All made payable to "Pc New Horizons", and Debit/Credit Card transactions. We do not support or offer crypto as form of payment!
Frequently Asked Question #4
FAQ # 4
What Support Options Do You Offer?
We have three support options to choose from
Shop Repair, Onsite Repair, and Remote Support Services. Please go to our services section to learn more information about the type of service you may need.
Frequently Asked Question #5
FAQ # 5
Does PC New Horizons offer any discounts or special promotions?
We currently offer discounts for customer referrals, military personnel and senior citizens:
Millitary Discount- 10% off service only, Seniors over 65 recieve 15% off service only, and Customer Refferals will get $10 discounted towards next service and new customer recieves $10 off their service. Travel time exclusion applies from discounts.
Frequently Asked Question #6
FAQ # 6
Do You Guarantee Your Services?
Yes!
We offer a 30 day warranty with every service as long as the problem is reported within that time frame. Warranty will not be honored if the issue is proven to be caused by the user.
Frequently Asked Question #7
FAQ # 7
Are there cancellation fees for Onsite Services?
Short answer: 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 $30 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 enforce a cancellation fee charge, when you don’t call to cancel your appointment. We apologize for any inconveniences this may cause.
Frequently Asked Question #8
FAQ # 8
What is an Onsite Service?
On-site Service
An On-site service is when we come to you! An On-site 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.
Frequently Asked Question #9
FAQ # 9
Why do you charge a Diagnostics Fee?
Customer Commitment
Effective January 1st 2025, All computers and devices are subject to a Diagnostic Fee of $65 plus tax, in shop only. Once a service is approved, we will waive the diagnostic fee towards your service. If you decide that the service offered or cost is not to your satisfaction, ONLY the Diagnostic Service Fee applies for final payment.
Frequently Asked Question #10
FAQ # 10
Does Pc New Horizons Have a Customer Referral Program?
Yes!
Pc New Horizons does have a customer referral program. Existing customers who refer new customers to us will recieve $10 discount, towards their next service. New customers will save $10 on their first service, and we gain a new customer – it’s a “win-win” situation for everybody!
Frequently Asked Question #11
FAQ # 11
Do You Charge a Fee on a Returned Check?
Yes!
If a check is returned for NSF or other reasons, a $30 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. Thanks!
Frequently Asked Question #12
FAQ # 12
What is malware?
Malware
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.
Frequently Asked Question #13
FAQ # 13
What is spyware?
Spyware
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.
Frequently Asked Question #14
FAQ # 14
What is a virus?
Virus
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.
Frequently Asked Question #15
FAQ # 15
Do you pickup and deliver systems for repair?
Yes!
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. 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 longer than 15 minutes is considered a long distance. Please view Travel time charges, in our services page for more details.
Frequently Asked Question #16
FAQ # 16
Do you sell computer hardware and software?
Limited part availability
Pc New Horizons does currently has limited hardware and software availble, in our Store Section. Used Computers inventory is based on availabilty and you must call if we have any systems in stock for resale. 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.
Frequently Asked Question #17
FAQ # 17
What type of credit card/merchant system do you use for your online store?
Square Card Reader Services
We currently are running the Square Card Reader system for Credit and Debit Card transactions. We have upgraded to a contactless reader that takes NFC Mobile payments for Apple/ Android Devices, tap card payments, and secured chip reader transactions.
Frequently Asked Question #18
FAQ # 18
Why Do Customers Have to Purchase Their Own Parts?
Customer Dishonesty/ Scams
Pc New Horizons used to offer the full package deal, but unfortunately dishonest people took advantage of the system and ruined it for everyone else. We have lost a lot of money because some customers engaged in a scam or failed to pay for the parts, for work completed. To minimize financial losses, effective indefinately: We no longer cover parts or replacement parts, no exceptions!
Frequently Asked Question #19
FAQ # 19
Do we service Cell Phone repairs here?
Cell Phone & Smart Devices Services
At this time, we don’t offer cell phone repair such as Screen Replacements, Battery Replacements, Parts, etc. However, we can assist in basic cell phone tutorials, one-on-one device training, email set up, and general questions. Please review our services page to learn more about mobile device support.
Frequently Asked Question #20
FAQ # 20
Do you offer device tutoring services or One-to-One training for additional support?
Absolutely!
We would be happy in assisting you learn about your device: smartphone, tablet, computer, or program tutorials. We offer this service in a variety of ways: in shop, at your home, or remote support services. Prices are subject to Travel time, Shop, On-site, or Remote Support rates, depending on your needs.
