Satisfaction guarantee

SupportMyPC has a Satisfaction Guarantee. This guarantee covers the following:

“If, prior to beginning an assignment, the expert has been able to acquire a clear understanding of the work to be done and has subsequently decided to accept the assignment himself, SupportMyPC will not charge support points to the customer if the expert can carry out the assignment to the satisfaction of the customer."

SupportMyPC is entitled to reserve, prior to the assignment to be completed, the necessary support points from the credit balance of the customer. After completion of the assignment the customer can indicate on the website whether he was served to his satisfaction.

• If the customer is satisfied, the freelancers gets paid and the support points are deducted from the customers’ credit balance.
• If the customer is not satisfied, he can simply re-release the assignment through the website to be accepted by another freelancer. For this the customer will not be charged extra credits. The freelancer will not get paid.

The customer is NOT entitled to invoke the Satisfaction guarantee when:

• the expert tells the customer in advance that it is not certain that work on the ticket will lead to a desired solution, but the customer specifically requests the expert to try it anyway.
• the expert has analysed the problem and concluded that he cannot solve it, though does tell the customer what to do to solve the problem. This could be a hardware repair, or the purchase of new software or hardware.
• the expert has solved the problem to the best of his abilities, yet the customer wants a different solution. An example of this is an application that now runs on a PC or laptop, but which is too slow due to capacity shortages.
• the expert has worked on the ticket, but concluded that the problem cannot be solved. An example of this is an application that does not work on the customer’s hardware.
• the customer has opted for an on- site visit. The customer should always pay for work done on site. The customer may decide to dismiss the expert from the assignment, but will then pay the time the expert spent on site. The only possible exception to this may be that the customer believes that there is a defect in the delivery (see the General Conditions) and he wants to file a complaint. It is up to the management of SupportMyPC (or ultimately the court) to determine whether or not the customer has to pay.

By accepting the General Conditions, all the experts and customers are in compliance with the rules of this Satisfaction Guarantee.