Support for your Computerbank Computer

Three month hardware and software support warranty
If your Computerbank computer breaks down within the first three months of receiving it, we will replace faulty hardware or reinstall or troubleshoot the software. Computerbank will do this for no charge provided your computer still has the Computerbank software configuration on it. We do not provide support for any Microsoft Windows software.

If you have installed Windows or another proprietary operating system on your Computerbank computer we will not troubleshoot the problem. We will however reinstall our Linux system to provide you with a working machine. Computerbank is firmly committed to the free Linux operating system and we do not work with Microsoft systems or other proprietary systems.

Telephone support
Free telephone support is available to people who have attended training sessions. We are able to support you for free within the first three months of receiving your computer.

We understand using a computer is a big leap for new users. When calling for support, it is important you tell us as much information about the problem and your computer as you can. When you telephone us, in most cases, we will not be able to help straight away. Instead, we will take down information about your problem. This information will help our technical people work out if your problem can be solved over the phone or if you need to bring the computer back to us. We will phone you back as soon as possible.

We can only allow 15 minutes per telephone support call. In the case of very drastic problems (unable to be solved over the phone) we will advise you to bring your computer in to us. You can call us for support on Thursday and Friday between the hours of 10am and 4pm. Our telephone number for support is
(03) 9600 9161. At other times you can leave a message and we will return your call when we are able to.

Unfortunately Computerbank can not carry out telephone support to mobile phone numbers The cost of these calls is too high for our budget. Note down your problems and phone us from a public phone.

Support at Computerbank, 483 Victoria St. West Melbourne

Support is available at our building Thursday and Friday between 10am and 4pm. You must ring for an appointment. Depending on the problem it may be necessary to leave your computer with us for up to a week. If you drop in without an appointment – we may be too busy to help you.

We run a 'show me how' day on the third Saturday of most months. If you have questions or would like us to show you how to do something, please call up and book into these sessions. You should bring your computer box when you come.

Internet Support Options
If you have an Internet connection and an email address, please email your questions for assistance to our support mailing list. The email address is cbsupport@lists.linux.org.au

We also have an Internet Relay Chat (IRC) channel on the irc.freenode.net network. Our channel is called #computerbank.

Other Support Options:
Your Computerbank computer contains online help, as discussed in the training manual we gave you when you received your computer. Most programs have a help option. Further assistance is available at http://doc.vic.computerbank.com.au

What happens after the three month warranty period?

If your computer breaks down after three months and you would like us to fix it (and it has it's original Linux software configuration) we can support you for a small charge. Our rates for repairing and troubleshooting computers are:

• A flat $22 per visit to our workshop. You may have to leave your computer and pick it up later depending on the problem.
• $27.50 per hour, plus a call out fee for on site support (if we come to your house). The call out fee will vary depending on where you live.

Alternatively you can still ask questions on our support mailing list. The email address is cbsupport@lists.linux.org.au

Info by K.Davies and J.Smith. March 2006