FREQUENTLY ASKED QUESTIONS

How much does computer repair cost?

Remote and on-site support starts at $145 per hour with a one-hour minimum. Here's a general breakdown:

All prices are estimates. I'll give you an honest assessment before starting any work — no surprises.

Do you offer a guarantee?

Yes. Sonoma Tech Support operates on a no-fix, no-fee policy. If I can't fix the problem, you don't pay. I'll always tell you upfront if I think the repair isn't worth the cost — including if you'd be better off with a new machine.

How do I pay?

I accept just about everything: cash, check, PayPal, Venmo, Cash App, Bitcoin, and all major credit cards. Payment is due at the time of service.

Do you work on Macs?

Yes and no — and it's worth explaining the difference.

Apple has made Mac hardware nearly impossible to service. RAM and storage are often soldered directly onto the motherboard, and on a lot of iMacs, just getting inside requires a heat gun to soften the glue holding the screen on — removing it, doing the work, then gluing it back. For that reason, I do not do Mac hardware repair.

What I do handle on Macs: new machine setup, data transfer, email setup, virus removal, operating system updates, and networking — the full software side. If your Mac has an actual hardware failure, I can point you toward the right resource for that.

Do you work on PCs and Windows computers?

Yes — full hardware and software support for Windows PCs and laptops. Repairs, upgrades, virus removal, data recovery, network setup, and everything in between. Laptop repairs vary quite a bit: some are straightforward, while others require nearly complete disassembly just to upgrade the memory. I'll always give you an honest assessment before starting any work.

Do you work on iPhones and iPads?

I don't do hardware repairs on iPhones or iPads — cracked screens, battery replacements, and physical repairs are best handled by an Apple Store or authorized repair center. However, I can help with software setup, email configuration, iCloud issues, and getting your iPhone or iPad connected to your computer or network.

Can you fix my computer remotely or do you have to come to me?

Many problems can be fixed completely remotely using secure remote access software — no need to pack up your computer or wait for an appointment. I can remove viruses, fix software issues, set up Microsoft 365, configure email, install software, and much more without ever leaving your office. Remote works especially well when there are several computers to handle, since I can jump from machine to machine.

For jobs that mostly need periodic check-ins — like a backup running in the background — I charge more of a flat rate rather than billing for the whole time. Some jobs work better on-site, like setting up a new computer: it's faster to physically connect the old hard drive to extract your data than to push everything over the network. For hardware problems — replacing a hard drive, upgrading RAM, fixing a screen — I'll always need to come to you. Either way, the rate is the same: $145/hr with a one-hour minimum.

Can you help my small business with AI tools?

Absolutely — this is a big part of what I do now. Most of my AI consulting clients are business owners who've already dabbled with ChatGPT or Claude but want to actually put them to work, not just poke around. I help you get set up properly, choose the right tool for what you're trying to do, and show you how to use it in ways that save real time in your business — not generic tips, but workflows specific to what you do day to day. Pricing is based on your specific situation — contact me for a free, no-pressure conversation.

What is Microsoft 365 and do I need it?

Microsoft 365 is a subscription that gives your business professional email, Word, Excel, PowerPoint, cloud storage through OneDrive, Teams for communication, and built-in security — all kept up to date automatically. Microsoft offers several plans priced per user per month. If your business email is still a Gmail or Yahoo address, or your files only live on one computer, it's probably worth a conversation. I handle the full setup, migration, and training.

How fast can you respond when I need help?

I run my business like an ER triage. About 99% of the time I work my regular schedule and respond quickly — if you call, I answer or call right back; if you text, I text back even if I'm mid-job.

Priority shifts for real emergencies. If I'm scheduled for something routine and another business calls with no internet and nobody can work, that call jumps to the top of the list. And if I have more than one emergency at once, I'm not on my own — I work with about five other vetted, independent techs who back each other up, all charging the same rates, so it's like having a bigger team behind me.

Do you offer ongoing support, or just one-time fixes?

Both — but I don't lock clients into contracts like a lot of tech companies do. In my experience, contract clients often end up frustrated either way: expecting instant support because they're paying monthly, or wondering what they're paying for since nothing's "broken."

Instead, I like scheduling regular maintenance visits — quarterly is common — where I tune up machines, check backups, verify security, and work through a running list of small annoyances that pile up between visits. Little things you learn to live with, like "Steve's printer doesn't print from my computer, so I have to walk files down the hall." That's exactly what a quarterly visit is for.

How long will my repair take?

This is the hardest question in IT support to answer honestly — because it genuinely depends on a lot of variables. The speed of your machine, your internet connection, and the nature of the problem all play a role.

For example, running a basic system file check can take 15 minutes on one computer and over an hour on another. Installing Windows updates on a fast connection might take 90 minutes; on a slow connection, it can stretch to several hours. I work efficiently, I'll keep you updated as I go, and I won't drag out a job just to rack up hours.

Do you back up my data before working on it?

I always recommend having a current backup before any repair work begins. If you don't have one, we'll talk about that first. In some cases I can create a backup before starting; in others — like a failing hard drive — the priority is getting your data off the machine as quickly as possible. I'll walk you through the situation honestly before touching anything.

Is it worth fixing my old computer or should I just buy a new one?

It depends on the age of the machine, the cost of the repair, and what you use it for. As a general rule, if the repair costs more than half the price of a comparable new machine, it's usually time to move on. I'll give you a straight answer — I have no interest in charging you to fix something that's not worth saving. I'd rather help you pick the right replacement than take your money on a lost cause.

What is the difference between you and taking my computer to Best Buy?

When you bring your computer to a big box store, you're handing it to a rotating staff of technicians you've never met, with no guarantee of who works on it or when you'll get it back. With me, you get one person — Craig Gaylord, Microsoft and Apple certified, with 29 years of experience — who explains what's wrong in plain English and stands behind the work. I come to you, I work remotely, or I can pick up and drop off. No ticket numbers. No waiting in line. No upselling things you don't need.

What areas do you serve?

I'm based in Sonoma County and provide on-site support throughout the greater North Bay — including Santa Rosa, Petaluma, Healdsburg, Windsor, Rohnert Park, Cotati, and surrounding areas. I also take jobs in Marin County, usually for larger projects — I'm not driving out for something like setting up a printer or moving a computer between offices. For remote work, location doesn't matter — I can help clients anywhere in the country, including AI consulting for businesses outside the North Bay entirely. Not sure if you're in my service area? Just call or text and I'll let you know.