Do you offer any discounts?

Yes, AvidWorks offers multiple discounts: Student Discount, Teacher Discount, Elder Discount (60+), Healthcare Worker Discount, and First Responder Discount. All discounts equal 15% off of labor charges. Discounts do not apply to businesses, cost of replacement parts, and cannot be combined with any other discounts.

Do you offer referral discounts?

Yes, referrers receive 20% off of labor charges on next service and referrals receive 15% off of labor charges. Discounts do not apply to cost of replacement parts and cannot be combined with other discounts.

Do you offer a Service Guarantee?

Yes, all services are guaranteed for 30 days following the initial service date. Any parts that have been replaced and have been damaged due to abuse are not covered under this warranty.

Do you offer Emergency Services?

Yes, AvidWorks offers Emergency Drop-off and On-Site after hour services. These services incur a 50% increased hourly labor charge and are subject to availability. Emergency services are a 2 hour minimum charge with the exception of emergency remote support which is a 1 hour minimum charge.

Understanding Remote Support: When It Works and When You Need On-Site Service

When your computer has problems, you have options: remote support, on-site service, or drop-off repair. Each has its advantages, and choosing the right one can save you time and money. Understanding when remote support works best—and when you need someone to come to you—helps you get the fastest, most effective solution.

What is Remote Support?

Remote support allows a technician to connect to your computer over the internet and troubleshoot issues as if they were sitting in front of it. After a quick software installation, we can view your screen, control your mouse and keyboard, and diagnose problems without an in-person visit.

At AvidWorks, remote support costs $60 per 30-minute block with a 30-minute minimum—our most economical option. Best of all, 70% of issues can be resolved remotely, often in just 15-30 minutes.

When Remote Support Excels

Remote support is ideal for software-related issues and problems that don't require physical intervention. Here are the scenarios where remote support works best:

Software Installation and Configuration

Need help installing a new program, setting up email, or configuring software settings? Remote support is perfect for these tasks. We can walk you through the process or handle it directly while you watch.

Virus and Malware Removal

Many malware infections can be removed remotely using specialized tools. We can scan your system, remove threats, and ensure your antivirus is properly configured—all without you leaving your home or office.

Performance Optimization

If your computer is running slowly, we can remotely clean up temporary files, disable unnecessary startup programs, update drivers, and optimize system settings to improve performance.

Email and Account Setup

Configuring email clients, setting up cloud accounts, or troubleshooting login issues are all easily handled remotely. We can ensure everything is working correctly and teach you how to use your new setup.

Training and Guidance

Learning a new program or want to improve your tech skills? Remote support sessions are excellent for one-on-one training. We can demonstrate features, answer questions, and guide you through tasks in real-time.

Network Troubleshooting

Many Wi-Fi and network issues can be diagnosed and fixed remotely. We can check settings, update router firmware, and reconfigure your network for optimal performance.

When You Need On-Site Service

Some problems require physical access to your computer or environment. On-site service is necessary when:

Hardware Repairs and Upgrades

Replacing a hard drive, upgrading RAM, fixing a broken screen, or replacing a power supply requires physical work. These tasks can't be done remotely and need a technician on-site or at our drop-off location.

No Internet Connection

Remote support requires an internet connection. If your computer can't connect to the internet at all, we'll need to come to you or have you drop off your device for diagnosis and repair.

Physical Damage Assessment

If you've dropped your laptop, spilled liquid on it, or notice physical damage, on-site assessment is often necessary to determine the extent of damage and repair options.

Complex Network Setup

Setting up a new network with multiple devices, configuring routers and switches, or running network cables requires physical presence. These installations are best handled on-site.

Multiple Device Issues

When several computers or devices are experiencing problems simultaneously, on-site service allows us to assess the entire environment and identify common causes like network infrastructure or power issues.

Data Recovery from Failed Drives

While some data recovery can be done remotely if the drive is accessible, physically failing drives often need to be removed and connected to specialized recovery equipment—work that requires drop-off service.

Drop-Off Services: The Middle Ground

Drop-off services at $80 per hour offer a middle option—more economical than on-site ($120/hour) but requiring you to bring your device to us. Drop-off is ideal for:

Hardware repairs that don't require on-site work
Complex software issues that benefit from extended diagnostic time
Customers who prefer not to have technicians in their space
Non-urgent repairs where timing is flexible

Drop-off requires an appointment, but saves you 25% compared to on-site services. We'll diagnose the issue, contact you with findings and pricing, and complete the repair with your approval.

Making the Right Choice

Not sure which option is right for you? Here's a simple guide:

Software issue with working internet? Try remote support first
Hardware problem or physical damage? On-site or drop-off service
No internet connectivity? On-site or drop-off service
Need help learning or setup? Remote support is perfect
Non-urgent repair, want to save money? Drop-off service
Need it fixed now, can't leave your location? On-site service

When you contact AvidWorks, we'll help you choose the right option based on your specific situation. We're committed to providing the most efficient, cost-effective solution for your needs.

Ready to Get Help?

Whether you need remote support, on-site service, or drop-off repair, AvidWorks is here for you. Serving Kern County and beyond with flexible service options and a 30-day guarantee. Contact us today and we'll help you choose the best solution.

Frequently Asked Questions

When can remote support resolve my issue?

Remote support works well for software issues, virus removal, configuration problems, email issues, and most software installations. As long as your computer can connect to the internet and has basic functionality, remote support can often resolve the problem quickly.

When do I need on-site service instead?

On-site service is needed for hardware repairs, physical component replacements, network cabling, printer setup in complex environments, or when your computer cannot connect to the internet. Physical damage and hardware failures require hands-on troubleshooting.

Is remote support secure?

Yes, reputable remote support uses encrypted connections similar to online banking. The technician can only access your computer with your permission, and you can see everything they do. Always use trusted service providers and never share passwords with unsolicited callers.