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Diagnostics Normal diagnostic procedure begins with the most common causes and quickest solutions and moves on to deeper diagnostics when standard solutions fail to work. This takes time, perhaps more than one appointment, and sometimes does not succeed. If the client asks us to troubleshoot a problem, we will use standard diagnostic methods, and the recommended solutions. If our troubleshooting exposes other problems with the client's computer, we will try to solve those problems as well, but must charge for all time expended. Testing Black Rock Mac is careful about the troubleshooting it performs. We endeavor to test the solutions before leaving a site if adequate time is allowed for testing. If for any reason adequate testing cannot be completed, or if unknown problems arise after an on-site visit is completed, subsequent appointments may be necessary, billed at our regular rates. Disclaimer Black Rock Mac cannot be responsible for conflicts arising from software installations we do not perform, outdated system and other software, uses or changes the client makes to his/her computer before or after our appointment, or anything that does not directly relate to the specific problem we were asked to troubleshoot. Problems newly exposed and further work on the presenting problem will always be billed at our regular rates. Guarantee The client is responsible for the condition of his/her computer and how it is used. Our work is consultative and advisory only. Because we cannot control for the client's use of his/her computer before or after an appointment, we offer no guarantee, except in the case of an on-going written service contract with a pre-paid retainer. Disk Directory Problems If, during the course of an appointment, hard disk directory problems are found to exist, we can assure the client that our troubleshooting was not the cause. We will attempt to correct directory problems without performing a low-level disk reformat (which may involve loss of data) but we cannot promise success. We will not be responsible for any damage arising from our use of standard directory diagnostic tools, or for any resulting inability to solve the presenting problem or newly exposed problems. Disk directory problems are inevitable, cumulative and dangerous, but easily can be avoided by the client, through regular use of common disk maintenance software. Disk Reformats Only a complete, low-level disk reformat and reinstallation of system software can solve some disk problems, and even then only if there is no hard disk physical malfunction. The client is responsible for doing software back-ups on a regular basis, and should, if possible, have all software backed up before our appointment, in case a reformat becomes necessary. |