Computer Repair Twente
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Service procedure

We keep our approach clear and straightforward. At Computer Repair Twente, we do not start a repair or assignment without first understanding the problem. First we discuss the issue, then we consider the options and, where possible, provide a clear price estimate or quotation.

We start work only after approval. This helps you know what to expect in advance and prevents uncertainty about costs, parts, data, scheduling and expectations.

First, you will find an outline of registration, assessment, approval and completion. The full service procedure below provides the details.

1. Purpose of this service procedure

1.1 Clarity in advance

The purpose of this service procedure is to clarify in advance how Computer Repair Twente works. So you know what to expect from the first contact until delivery and aftercare.

1.2 Preventing misunderstandings

By working step by step, we limit misunderstandings about:

  • the nature of the problem;
  • the expected costs;
  • the necessary components;
  • planning;
  • the preservation of data;
  • the feasibility of repair;
  • warranty and aftercare;
  • payment and delivery.

1.3 Supplement to other terms

This service procedure must be read in conjunction with our general terms and conditions, privacy statement, disclaimer, warranty and service policy, complaint procedure and any specific agreements in a quote or order confirmation.

2. What services are covered by this procedure?

This service procedure may apply to, inter alia:

  • laptop repair;
  • computer repair;
  • screen replacement;
  • battery replacement;
  • SSD- or memory upgrade;
  • internal cleaning;
  • maintenance and thermal paste replacement;
  • Windows installation or reinstallation;
  • virus and malware removal;
  • data transfer;
  • data recovery;
  • back-up advice;
  • software installation;
  • remote support;
  • on-site service;
  • Business IT support;
  • network or peripheral support;
  • advice on replacement or upgrade.

3. Service process: step by step

  1. Contact / appointment — via WhatsApp, telephone, email, contact form or another agreed channel.
  2. Intake — we discuss the problem, your wishes and important considerations such as data or urgency.
  3. Diagnosis — where possible, we carry out a brief initial assessment and explain the options.
  4. Proposal & price indication — where possible, you receive a clear estimate or quotation.
  5. Approval — we start work only after approval.
  6. Implementation — repair, upgrade, cleanup, installation or service as agreed.
  7. Testing — we check the work performed as thoroughly as possible.
  8. Delivery — we explain what has been done and what you need to know.
  9. Aftercare — after completion, you can contact us with questions or problems.

4. Contact / appointment

You will contact us via WhatsApp, telephone, e-mail, contact form or any other agreed channel.

During the first contact we try to get a picture of:

  • the type of apparatus;
  • the make and model;
  • the complaint or wish;
  • when the problem has begun;
  • whether there is damage, moisture, fall or previous repair;
  • whether preserving data is important;
  • whether there is an emergency;
  • whether on-site service is needed.

5. Device intake

During the intake we discuss the problem and your wishes. This can be done by telephone, via WhatsApp, via email, on location or when submitting the device.

We may ask for:

  • make, type and serial number;
  • date of purchase or age of the apparatus;
  • error messages;
  • previous repair attempts;
  • password or access code if necessary;
  • accessories included;
  • desired work;
  • important files or data;
  • backup status;
  • budget or preferences.

6. Diagnosis

Where possible, we shall carry out a short initial assessment. Sometimes a clear direction can already be indicated on the basis of the complaint. In other cases, more extensive research is needed.

An initial assessment is not a definitive diagnosis. Some defects will only become visible after a device has been opened, tested or examined more extensively.

7. Proposal & price estimate

After the intake or diagnosis we give a proposal or price indication where possible.

This may include:

  • repair advice;
  • upgrade advice;
  • software solution;
  • data recovery advice;
  • advice not to repair anymore;
  • price indication for labour;
  • price indication for parts;
  • expected lead time;
  • any risks or limitations.

A price indication is indicative, unless a fixed price has been expressly agreed in writing.

8. Approval

We will not start work until you have agreed, unless otherwise agreed in writing or there are small necessary actions within the existing assignment.

Approval can be given via:

  • e-mail;
  • WhatsApp;
  • telephone;
  • verbally when handing in the device;
  • quotation confirmation;
  • contact form;
  • customer portal, if any.

Agreement via WhatsApp, email or phone is valid permission to perform the work.

9. Implementation

After agreement, we will carry out the agreed work.

This may include, for example:

  • repair;
  • replacement of components;
  • internal cleaning;
  • thermal paste replacement;
  • installation;
  • reinstallation;
  • clean-up;
  • virus or malware removal;
  • data transfer;
  • back-up work;
  • configuration;
  • remote support;
  • On-site service.

We carry out the work carefully and to the best of our judgement. Technical work generally involves an obligation to make reasonable efforts, because the result also depends on the condition of the device, software, data, parts and external factors.

10. Ordering parts

When parts are needed, we discuss this in advance where possible.

For spare parts, delivery time, price and availability may depend on suppliers. Parts specially ordered cannot always be cancelled or returned.

We may propose original, compatible, refurbished or used parts, depending on availability, price, quality and the agreement with the customer.

11. Unforeseen problems or additional costs

Sometimes the work shows that there is more going on than was previously visible.

Examples:

  • Hidden moisture or fall damage;
  • motherboard problems;
  • multiple defective components;
  • damaged connectors;
  • battery problems;
  • software corruption;
  • defective storage media;
  • previous repair attempts;
  • spare parts not available;
  • extra working hours due to complexity.

If this leads to substantially different costs or a different approach, we will first contact you for consultation and agreement.

12. Testing and inspection

After completion, we test, as far as possible, whether the work carried out has been carried out correctly.

Depending on the order, we check for example:

  • start-up of the device;
  • screen operation;
  • keyboard/touchpad/mouse;
  • charging function;
  • battery recognition;
  • storage detection;
  • temperature or ventilation;
  • Windows-operation;
  • Internet connection;
  • software launch;
  • error messages;
  • basic functionality.

Not all problems can be tested long-term under all circumstances. Some complaints only occur occasionally or under specific circumstances.

13. Completion

Upon completion, we will explain what has been done and what you should be aware of.

Where appropriate, we shall provide advice on:

  • safe use;
  • back-ups;
  • updates;
  • Antivirus;
  • storage space;
  • battery usage;
  • maintenance;
  • passwords;
  • follow-up steps;
  • if replacement is more sensible than further repair.

14. Payment

Payment is made as agreed.

For private customers, payment is usually upon delivery. For business customers, payment can be made on invoice, unless otherwise agreed.

A device, part or product may be held until payment has been made, as far as is permitted by law and in accordance with our general terms and conditions.

15. Aftercare

Do you have any questions after delivery or does something seem to be wrong? Please contact us as soon as possible. Then we can assess whether it is a guarantee, additional service, a new problem or another cause.

16. Data and backups

16.1 Specify the importance of data in advance

If data retention is important, we ask you to make this clear in advance.

Examples include:

  • documents;
  • photos;
  • e-mails;
  • accounting;
  • school files;
  • business files;
  • passwords;
  • browser profiles;
  • program settings;
  • licences.

16.2 Your own responsibility

The customer always remains responsible for data, files, photos, documents, emails, licenses, accounts, passwords and backups.

16.3 Backup in advance

We always advise to make a current backup in advance, if possible, before submitting a device or before carrying out any work.

16.4 Help with backups or data transfer

Where possible, we can help with:

  • back up;
  • transfer of data;
  • secure data;
  • read data from an old drive;
  • migration to new laptop or PC;
  • advice on backup solutions.

16.5 Risks associated with faulty storage media

With faulty hard drives, SSDs, USB sticks, memory cards or other storage media, there is always a risk of further data loss. Data recovery is carried out on a best-effort basis. Success can never be guaranteed.

16.6 No unlimited liability for data

Computer Repair Twente is not liable for loss, damage or corruption of data during diagnosis, repair, installation, maintenance, cleanup, migration or data recovery, except in cases of intent or deliberate recklessness.

17. Passwords, accounts and licenses

17.1 Required access

Some tasks may require access to the device, Windows account, Apple ID, Microsoft account, email account, software license or other service.

17.2 Customer responsibility

The customer is responsible for providing correct passwords, recovery codes, licenses and account details if required.

17.3 Advice after completion

We advise to change passwords after completion of work when you have shared them with us.

17.4 No warranty on external accounts

Computer Repair Twente is not responsible for blockades, recovery problems, security checks, lost passwords or restrictions on external services such as Microsoft, Apple, Google, email providers or software providers.

18. Software work

18.1 Depending on external factors

Software work depends on updates, drivers, user behaviour, external services, licences, hardware condition and compatibility.

18.2 No permanent warranty on software

We complete software work to achieve the best possible functioning result, but cannot guarantee that software problems will never recur.

18.3 Virus and malware removal

After virus or malware removal, a system may become infected again through downloads, phishing, websites, email attachments, browser extensions, illegal software or unsafe use. New infections after completion are not automatically covered by warranty.

19. On-site service

19.1 On-site appointment

In case of on-site service, we make an appointment in advance about date, time, location and work.

19.2 Conditions at the customer’s location

The customer shall:

  • secure access to the location;
  • adequate working space;
  • power supply;
  • operating internet connection if necessary;
  • presence of necessary devices;
  • access to accounts or passwords if necessary;
  • permission from owner, administrator or employer if relevant.

19.3 Call-out charges and initial fee

On-site service may be subject to call-out costs, start-up or minimum service rates. These are discussed in advance or mentioned on the website/offer.

19.4 When work cannot be carried out

When on-site work cannot be carried out due to circumstances on the customer's side, call-out costs, waiting or diagnostic fees can still be charged.

20. Remote support

20.1 Only with permission

Remote support only takes place with the consent of the customer.

20.2 Viewing the screen or taking control remotely

Remote support may require us to temporarily watch or take over control via suitable software.

20.3 Customer remains present

Unless otherwise agreed, the customer will remain available during remote support to give permission, confirm operations or provide information.

20.4 Visible information

The customer remains responsible for what is visible on the screen. Close or hide private or confidential information that is not relevant to the assignment.

20.5 No permanent access

Computer Repair Twente has no permanent access to devices unless expressly agreed in writing.

21. Completion and inspection by the customer

21.1 Inspection on completion

On completion, we check together whether the device or service works as expected, as far as possible at that time.

21.2 Checking after returning home

We advise customers to check the device as soon as possible after delivery.

For example, check:

  • whether the device is properly booted;
  • whether important programs work;
  • whether files are present if data transfer has been agreed;
  • whether the internet works;
  • whether charging works;
  • whether the replacement part is functioning properly;
  • whether no error messages appear.

21.3 Report problems quickly

If you notice that something is not good after delivery, please report it as soon as possible. ACM ConsuWijzer advises consumers to quickly check performed work and report errors immediately.

21.4 Later reported problems

When problems are reported much later, it may be more difficult to determine whether they are related to our work. This can affect warranty, service or costs.

22. Problems that cannot be reproduced or occur intermittently

22.1 Intermittent problems

Some problems do not occur all the time. Examples include:

  • random crashes;
  • charging problems;
  • battery problems;
  • overheating;
  • network problems;
  • freezes;
  • blue screens;
  • sounds;
  • software errors.

22.2 Investigation can take time

Intermittent problems may take longer to diagnose. Sometimes a problem cannot be reproduced during diagnosis.

22.3 No guaranteed solution without a clear cause

If the cause is unclear or the problem cannot be reproduced, Computer Repair Twente cannot promise a guaranteed solution. We then provide the most honest advice we can about next steps.

23. Payment

23.1 Private customers

Private customers usually pay upon delivery, unless otherwise agreed.

23.2 Business customers

Business customers can pay on invoice when this has been agreed in advance. The payment period is shown on the invoice.

23.3 Investigation and diagnosis

Research, diagnosis or intake may be subject to costs. This shall be indicated in advance where possible.

23.4 Cancellation after approval

When a customer cancels after agreement, already incurred costs, working hours and specially ordered parts can be charged.

23.5 Non-payment

In the event of non-payment, Computer Repair Twente may suspend work or hold a device in its possession until payment has been made, to the extent permitted by law.

24. Uncollected devices

24.1 Collection period

When a device is ready, we ask the customer to pick it up within reasonable time.

24.2 Reminders

We can send reminders via phone, WhatsApp, email or other known contact details.

24.3 Storage costs

If a device is not picked up for a long time, storage costs can be charged according to our general terms and conditions.

24.4 Disposal or sale

If a device is not picked up after a long period of time and multiple contact attempts have been made, Computer Repair Twente can remove, recycle or sell the device to compensate for outstanding costs, as far as permitted by law and in accordance with our general terms and conditions.

25. Warranty and aftercare

25.1 Warranty policy

Warranty is assessed according to our warranty and service policy.

25.2 No warranty coverage for other defects

A repair to one component does not mean that other existing or future defects are automatically covered by warranty.

25.3 First opportunity to remedy the issue

When something seems to have gone wrong, Computer Repair Twente will first be able to examine the problem and restore it if necessary. Consumer rights also include the fact that the parties first try to find a solution together.

26. Business customers

Additional arrangements may apply to business customers through a quotation, order confirmation, maintenance contract, SLA, project agreement or support agreement. Scheduling and availability may be aligned with maintenance windows or response times. Without a written SLA, there are no fixed resolution times.

27. Privacy and confidentiality

Computer Repair Twente handles customer data, devices and information that becomes visible during work carefully and confidentially.

We do not view private files unless necessary for the assignment, for example during data recovery, migration or virus removal.

More information about personal data can be found in our privacy statement.

28. Relationship with other legal documents

This service procedure shall be read in conjunction with, inter alia:

  • general terms and conditions;
  • privacy statement;
  • disclaimer;
  • cookie declaration;
  • warranty and service policy;
  • complaint procedure;
  • right of withdrawal;
  • specific quotation or order confirmation.

In case of different written agreements, those specific agreements shall apply.

29. Amendments

Computer Repair Twente may change this service procedure when the service, operation, legislation or business changes. The most up-to-date version is available via the website.

30. Contact

Do you have any questions about our working methods, repairs, appointments or an ongoing assignment? Then contact Computer Repair Twente.

Last updated: 13-09-2026