Mac 'N Sure: FAQ

We require a computer pre-enrollment check up. There is a $99.00 fee to perform this service at your location, whether home or business. This fee covers the pre-enrollment check-up on up to 5 Macintosh computers at the same location . Additional computers are extra.

2. How long before I get the tune-up and extra time?

The tune-up normal will be scheduled within 30 days of the receipt of you 1st payment. You may use the 2 hours of consultation time at your discretion, anytime within the 6 month enrollment period.

3. Can I use any Macintosh service technician that I choose?

Mac ‘N Sure is only available through Mac ‘N Tech. You may request any qualified member of our staff whom you are comfortable working with.

4. I have a new computer to replace the one I currently have on the plan. Is it now covered?

To transfer coverage to any computer we must perform the pre-coverage check up which will cost an additional $99.00. This fee is waived for new computers purchased from Apple computer, or an authorized Apple reseller.

5. I live in another city or state, other than Denver, CO. Do you service my area?

Mac ‘N Sure is currently only available in the Denver, Boulder and surrounding metropolitan areas. We hope to expand our reach in the very near future.

6. What if I have more that one Macintosh? Is there a discount?

As this program already provides substantial discounts off of our regular rates, no additional discounts are available at this time. Call for details.

7. What about referrals?

Our company has been built on exceptional customer service and we always strive to achieve a very high level of customer satisfaction. If you are happy with us, please tell others. Referrals are greatly appreciated. If you are ever unhappy or dissatisfied in any way, please tell us! We will do our utmost to resolve the issue to your satisfaction.

8. Are phone calls covered? Do they use my time?

Yes phone calls are covered. There is no additional charge and may be covered using the time available

9. If I miss a payment, What happens?

Payments are automatically charged each month to your credit card or checking account. Should something happen to hold up a payment, your coverage would go into a “Hold” after thirty days, but fully restored once payments are resumed.

10. I think that I will need more than 2 hours of consultation coverage. How much are the additional hours?

For current members it is a savings of 25% off the normal hourly rate. Call for details.

11. What is covered in the 2 additional hours?

All normal services including phone support. See our Services webpage for more details.

12. If I don't use the two hours are they carried over so I get 4 hours the next 6 months?

Yes they will carry over for a maximum of 4 hours per covered computer as long as the service agreement is in force.

13. What if there is a hardware problem will this be covered?

Diagnostics of the problem is covered, when performed by our technicians, up to the amount of time you have available in your plan. Additional hours are charged at the subscriber's reduced rate. Hardware requiring parts and labor which are provided by other vendors is not covered. Mac ‘N Sure is not intended to be an “extended warranty” program.

14. How / When will my tune-up be scheduled?

It will be scheduled within 30 days of enrollment.

15. Can the additional 2 hours be scheduled at the same time as the tune-up appointment?

Yes or in blocks of one hour.

16. What is the minimum appointment time?

One hour.

17. What if I am not satisfied?

Call us immediately! We will do our utmost to resolve the issue to your satisfaction.

18. What if my Macintosh will not pass the pre-coverage check up?

We will advise you as to your best options, at no additional charge. Any additional time required to perform further diagnostics and to repair the unit are billed at our standard rate. Your may use the 2 hours provided under the Mac ‘N Sure plan as a credit towards full payment of the charges, at your option, as long as the unit can be enrolled in the Mac ‘N Sure program.

19. What if I have more that one covered Macintosh. Can the time from one be used for another covered Macintosh?

Yes the time is aggregated for all covered Macintoshes at the same office/location.

20. Do I have to have a certain number of computers to participate?

At least one Macintosh is required to enroll.

21. Is the monthly fee based on the number of computers I own or is it a flat rate regardless of the number of computers I own?

The amount is charged on a per enrolled computer basis.

22. If I also have PC’s in my office can they be included in the monthly fee?

At this time only Macintosh computers are eligible for the Mac ‘N Sure plan.

23. My computer very rarely has problems. Why do I need to have regular check ups for my computer? How does this benefit my business and validate the expense?

The very heart and soul of the Mac ‘N Sure plan is to provide a scheduled maintenance plan at an affordable price.

Just like we change the oil and filters in our cars, we need to have our computer checked periodically to head off problems before they get out of hand. Regular maintenance saves you time and money by stopping problems before they start. Although the modern Mac OS rarely crashes, it will run slower and slower if proper scheduled maintenance is not performed.

24. What if I add additional computers to my network after I sign the agreement? Will my monthly fee change?

For each additional Macintosh there will be the fees associated with the pre-coverage check up. The monthly fee will change according to the number of Macintosh computers covered.

25. How often will my agreement be updated/renewed?

Your Mac ‘N Sure coverage will automatically renew on the anniversary date of your enrollment. Should you choose to drop out of the program, you must notify us at least 10 days prior to the renewal date.

26. Limited benefits the first 6 months?

No, their is no probation period. You will receive all the benefits of the Mac ‘N Sure program and are covered under the 6 month subscription, immediately upon enrollment.

27. What if I want out? Do I get the payments back?

In order to subscribe to Mac ‘N Sure, you must sign the Master Service Agreement. In that agreement, you are given a three day “Right of recision”. In other words, you have 72 hours from the time you sign up to change your mind. After that period, no, but as always, please call us and we will do our best to work things out.

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