Solution Station

What we can we help with?

Solution Station is designed to provide you with the everyday help you need with running a PC in your home / home office. We'll tackle almost any Windows® version, virus, spyware, security, installation, home network or application question for you.

We want to answer any of your questions and solve your problems - no matter how many of them you ask or how difficult they are. Sometimes we won't be able to resolve your issue. If this is the case, we'll do whatever we can to advise you on the best next steps to take.

Solution Station doesn't replace the need to have a warranty or service contract on your hardware. If your Dell^TM  system breaks, we'll work in partnership with our core hardware support team so you can get the parts and support you need. If it's another manufacturer's product, you may have to connect with them for parts etc. but we'll advise you on what's required.

If you want to know more about our individual services, please review the relevant service details in our products and pricing.

How we can help you:

We can help you over the phone, take over your computer remotely using DellConnect^TM  (if you have broadband and agree) or send out a Technician - whichever you feel most comfortable with. You can call us for a single problem or take out an annual membership (great value for money). OnSite^* help from a technician is priced separately from the telephone support included in the Solution Station annual membership.

Fixed Clear Pricing:

Our pricing policy aims to give you an easily understood fixed price to solve your problem, so there are no future surprises. This applies to both our OnCall and OnSite^* support. A full list of prices and services is available. If for some reason you're unsure that what you need fits one of these standard services, call us anyway. We'll agree a fair price with you.

Fair usage:

Since our pricing is fixed in advance, we do have to set some limits on the amount of time we can spend on any one problem - or with any one customer over the period of his or her membership.

For a single support incident, the maximum time is one and a half hours (unless otherwise agreed). This applies to services delivered onsite and over the telephone.

Some services, such as installing a wireless network, are planned to take longer than the limits specified above to ensure they are comprehensive. This is already built into the pricing for such services.

We'll give you as much notice as possible if any of these limits are going to be reached and agree the next steps with you. We won't just present you with extra charges or stop helping you.

For OnSite^* services, the more we know about what to expect when planning the visit the better. This means we'll want to spend some time with you on the phone when you contact us, to make sure we're both prepared. If you have some extra jobs that need to be done when we turn up, just ask. We may have to charge you a little extra - we think you will find these charges reasonable.

Courtesy and Professionalism:

Speed of Response:

Solution Station operates 24 hours a day, 7 days a week. Late at night and in the early hours of the morning, we'll have true technical support available - not just the message desk that you may find with other services.

We aim to connect you to a support professional who can help in less than a minute - most of the time, it'll be much, much quicker.

If it looks like a long complex issue or service, the Service Agent may arrange a suitable call-back time. This ensures that both of us have the time to dedicate to working it out thoroughly. This is designed to be convenient - if it's not, please tell us what's convenient for you.

If you call before 5pm, we'll aim to have a Technician on site the following day.

Solution Station Technicians at your home or place of work:

Our Technicians will always clearly identify themselves with photo ID upon arrival.

The Technician will try to arrive during the agreed time period. If external influences make this impossible, the Technician will contact you directly, to confirm and agree a revised time.

You need to make sure that your PC and any relevant items are available (other peripherals, original software disks, network components). You or someone else responsible needs to be there too, to answer our questions. Otherwise, we may need to organise a return visit - and charge you twice. Sorry.

Customer satisfaction:

We want you to be so delighted with Solution Station that you recommend us to your friends. The Solution Station Customer Satisfaction Team will contact you, either by e-mail or phone, to ensure that you're completely satisfied with this service and to gather your valuable feedback on the service you've received.

If you're not completely satisfied with the service you've received from Solution Station, please contact us at:

Malaysia: 1800-88-1304