Support for you
If this is your first computer - you will want to know what help is available to
get everything set up and running and to provide support for your early days. Your
computer comes with a set-up package to help you get started and resources to provide
ongoing support and assurance you can depend on.
- A 'how to plug it in' diagram designed to help guide you through how to connect
the screen and keyboard and computer together properly
- A friendly "Quick Start Guide" – step by step guidance to help get you
underway in no time
- Back up versions of the Microsoft software are provided
- Initial warranty is included - providing 90-day 'return to base' support.
Options to extend this warranty for a small additional cost will appear as you go
through the purchasing process.
- Peace of mind with telephone helpline.
- For computers and software issues phone 03719 100 100
Lines are open Monday to Friday 9.00 – 5.00 and calls will be charged at national
Or email email@example.com
- For broadband issues phone 0844 542 4704
Lines are open 9.00 – 5.00 and calls are charged at the national call rate
Before Purchase FAQ:
How long does delivery take?
Despatch usually takes 7-10 working days, as the computers are built to order. Once it has been despatched,
it may take up to three days to arrive with you.
Do I have to provide proof of my benefits?
No, we do not need proof of benefits. Microsoft will perform random checks based on your address.
Can I purchase on someone else’s behalf?
Yes, you can purchase on their behalf, as long as the computer is being delivered to the eligible individual.
How many can I order?
The maximum order quantity is 6 per individual. An organization, for example, a charity or a school, can order
in bulk. Please contact us for bulk purchases.
What Make/ Model is the Computer?
We cannot guarantee the Make or Model of the computers- As it just depends on what stock we have at the time of
placing the order. It will be a brand that you will recognize, eg: Dell or HP.
We can guarantee that the technical specs will be the same, if not higher, than stated.
How big is the screen?
Desktop PC: The monitor that comes with the desktop computer is 15”.
Laptop: We cannot guarantee the screen size of the laptop. You will receive between a 12"-15" screen. Requests
for a specific size can be made, and will be fulfilled wherever possible.
Is there a guarantee with my purchase?
Yes, you will have a standard 90 day warranty. This covers any naturally occurring hardware faults, and
technical support. Returns and repairs during this time will be free- so long as they are naturally occurring.
Where is my computer coming from?
One of the following Microsoft Authorised Refurbisher partners will provide your computer; Partners IT Limited,
Centerprise, Remploy, Stone Group, Sims Lifecycle Services, Eco-Systems IT or Computer Recyclers. All enquiries
and support queries will be coordinated by Partners IT via the Get Online @ Home email
and phone number: 03719 100 100
I’ve changed my mind, can I cancel my order?
Yes, please contact us to cancel your order. 03719 100 100.
Can I track my order?
Yes, please call us and we will be happy to help.
After Purchase FAQ:
Windows is not activated, or is producing the error message “Windows is not genuine”
Click on Start>Computer>System Properties> Scroll down to bottom, there will be blue text that says ‘Activate
Windows now’. Click this text and enter the product key we have sent you with your paperwork. The Windows product
key is highlighted in green. (If you cannot find your product key on your paperwork, please check your base unit
for a brown sticker.)
My product key doesn’t work.
You may be entering the wrong key, or entering your key incorrectly.
Please make sure that:
- You are using capital letters
- You are not using the number, or the letter O.
- You are not entering the dashes
- You are not confusing letters for numbers, E.G.: Confusing an 8 for a B.
You will need to be connected to the internet to activate Windows properly.
If your product key is not working, please contact us for further support.
My ‘@’ symbol does not work, is the computer broken?
No, this is usually caused by the customer wrongly selecting US mode during set-up.
It can be easily fixed by changing your settings from US to UK. Please contact us to resolve this.
The computer is faulty, can I return it?
Yes, if you are within your warranty period, and your computer is faulty, a collection is free of charge. Replacements
will be sent once the faulty unit is returned. Refunds will be processed once faulty units are returned.
I just don’t like the computer; can I return it for a refund?
Yes. If you don’t like the computer, and there is no physical fault or issue- we can still arrange a collection.
The collection cost is £13 and this will be deducted from your refund.
Alternatively, you can send the computer back to us, using the courier of your choosing.
How to give us feedback:
Please contact us; 03719 100 100 or firstname.lastname@example.org