Frequently Asked Questions

Where are you located?

Our address is 8100 Saddlehorse Ln., Charlotte, NC 28215. We are located in east Charlotte, just off Harrisburg Rd. at exit 39 on I-485.

What are your operating hours?

We are open from 10am – 7pm Monday – Friday, and 10am – 5pm Saturday.

What forms of payment do you accept?

For in-person payments, we accept cash, check, credit or debit card, Paypal, Venmo, Zelle, or Cash App.

For online payments, we accept credit or debit card, Paypal, Zelle, or Cash App. Click here to pay by credit card or Paypal online. To pay by Zelle or Cash App, please inquire with us directly at 704-591-6420.

Do you have a store in a shopping center?

No, we work from home. See above for our exact address. We are located in the Steeplechase neighborhood off Harrisburg Rd. You will see a horse with a jockey statue at the entrance to the neighborhood.

How do I find your address?

Once you enter the Steeplechase neighborhood, go past the barn clubhouse, past Getaway Ln., and the softball field, and continue straight. We are in third house on the right, at the top of the hill, directly across from Walking Horse Ln, with “MOORE” on the black mailbox. It is a two-story light blue house.

What is the best procedure for dropping off or picking up my device?

Unless you live/work close by, it’s probably safest to first give us a call or text at 704-591-6420 before you leave, because occasionally we go out to make service calls and someone may not be available to receive you.

When you arrive, give us another call/text to let us know you’re outside. Please pull into the driveway. We will receive you in our garage, where we have a lobby.

Do you require payment upfront?

No, you only pay when services are complete and you pick up your device. There are rare cases when upfront payment for a part or computer may be needed, but we would discuss this beforehand.

Do you charge a minimum fee?

Yes, we charge a minimum of $40 to diagnose a laptop, brand-name desktop, or tablet, and a minimum of $80 to diagnose issues with a customer-built desktop PC. This minimum only applies if the device cannot be repaired, or you choose not to have us repair the device. If you do choose to have us repair it, this fee goes away in lieu of the quoted repair cost.

Do you offer same-day service?

Yes, but only under certain circumstances.

First, you must bring us a device before 12pm noon. Second, you must request same-day service. And third, we must be able to repair it within a few hours. Our fee for same-day repairs is an additional $30 above the quoted price.

Do you make onsite calls for residential services?

Yes. We make in-home service calls when necessary. These typically involve network issues, printer installation, etc. However, we do not repair devices in-home.

If you need a device repaired, but you are unable to drop it off at our shop, or would prefer not to, we also offer free pickup and delivery (if you are within a certain radius). Please call us to schedule an appointment. A person 18 years or older must be present.

Can I get an estimate for repair cost before I bring the device to you?

Yes, in certain cases, and as long as you can provide us with some specifics about your device, such as model number, serial number, service tag, etc., as well as a description of the problems you’ve encountered.

For devices, you can generally find this info on the bottom, underside, or back of the device. Feel free to take a picture of it and send it to us. For Apple devices, knowing the model (i.e. “MacBook Air”) and model year is helpful.

However, if you are unable to provide much detail about the problem, or the problem is not a straigtforward issue (i.e. like a broken screen), it’s impossible for us to give an estimate. That is why generally, we prefer to physically inspect the device before giving an exact quote.

Do you help clients remotely?

Yes. If a customer has questions or problems that can be handled remotely, we are happy to help. We charge hourly rates for remote help, but the rates are reduced compared to an in-person visit.

Do you service businesses?

Yes, we provide IT services for mostly small businesses, like offices, retail shops, and small industrial.

Do you provide managed IT service contracts?

No, we are a break-fix provider. That means if something breaks, call us and we’ll fix it. We do not handle service contracts, and we are not a managed service provider (MSP). 

Do you buy old devices?

No, we will not give you cash for a device. We may accept an old, working device as a trade-in for a new one that you purchase from us. We also accept donations for recycling. There is no charge for device recycling.

Can you instruct us how to build a PC in-person?

Generally, no, for several reasons.

First and foremost, there are a ton of resources online which will teach you (or your child, another common request), how to build a PC. They are far better teachers than I am, and will walk you through the steps, as well as alert you to common pitfalls that you can encounter. 

Second, we charge a flat rate based on how long it usually takes to do the work. From experience, instructing someone on how to do it makes everything take 2x-3x longer than it otherwise would. That means we’d have to charge 2x-3x as much as we already do.

And finally, when I’m working by myself, I can stop at any time to answer calls or emails. But if I’m giving you instructions, my time has to be dedicated solely to you, and that would cost you even more money.

You should also know that building a PC is not an “adult lego set”, a common phrase I’ve heard from many people. You have to know exactly what parts to buy, and how they will all fit together, before you ever make a purchase. And then, once you begin building, navigating around the complications are where the real knowledge lies. 

Ready to get started?

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Hours of operation: Mon-Sat, 10am-7pm