Service Terms & Conditions

Complimentary diagnostic evaluation is available only for qualifying standard laptops and standard desktop computers.

To qualify for a complimentary diagnostic evaluation, the device must satisfy all of the following conditions:

• No prior repair or service history by another repair provider or individual;
• No prior do-it-yourself repair or disassembly;
• No evidence or history of liquid or water exposure;
• No evidence or history of impact, fall, drop, or other physical damage;
• No hardware upgrades, modifications, alterations, or non-original component changes; and
• The device must remain in its original manufacturer configuration and condition, including applicable manufacturer labels, stickers, seals, and original hardware configuration.

Eligibility for complimentary diagnostic service shall be determined exclusively by NCR Computers following physical inspection of the device at the time of drop-off.

Any representation regarding complimentary diagnostic eligibility made by telephone, text message, email, website inquiry, or other remote communication shall be considered preliminary only and shall not constitute a guarantee of eligibility.

The customer will be advised at or following intake whether the device qualifies for complimentary diagnostic evaluation or whether an applicable Bench Fee is required.

The Bench Fee compensates NCR Computers for technician labor, inspection, testing, disassembly, troubleshooting, specialized equipment use, board-level evaluation, and other technical resources necessary to evaluate the device.

Any Bench Fee identified during intake must be paid prior to commencement of diagnostic services.

If conditions not reasonably identifiable during the initial intake inspection are subsequently discovered, NCR Computers may suspend further diagnostic or repair activity until the customer has been notified and any applicable Bench Fee has been authorized and paid.

All Bench Fees are non-refundable.

If NCR Computers successfully completes an authorized repair, the Bench Fee paid in connection with that repair will be credited toward the final approved repair price.

The Bench Fee remains non-refundable if the customer requests diagnostic services only, declines the recommended repair, cancels service after diagnostic work has commenced or been completed, the device is determined to be non-repairable, NCR Computers determines repair is not commercially or technically feasible, or the service is cancelled due to customer non-response.

Payment of a Bench Fee constitutes payment for diagnostic and technical services performed and does not guarantee that the device can be successfully repaired.

$50 Bench Fee

A $50 Bench Fee applies to qualifying diagnostic and troubleshooting services involving:

• Standard laptops that do not qualify for complimentary diagnostic service;
• Standard desktop computers that do not qualify for complimentary diagnostic service;
• Gaming consoles, including PlayStation 5 and Xbox systems, where diagnostic troubleshooting is required;
• Gaming consoles that have undergone prior DIY repair or modification; and
• Standard laptop or desktop computer repairs requiring board-level diagnosis or technical evaluation.

$80 Bench Fee

An $80 Bench Fee applies to diagnostic and troubleshooting services involving:

• Gaming laptops;
• Gaming or high-performance desktop computers;
• Graphics processing units and graphics cards;
• Apple computers, including MacBook, iMac, Mac mini, Mac Studio, and Mac Pro systems;
• Server computers;
• Data recovery services;
• Industrial electronic equipment;
• Automotive electronic modules, including ECU and TCU units;
• Board-level soldering and microsoldering services; and
• Gaming PCs or gaming laptops that have undergone prior DIY repair, modification, or unauthorized service.

Devices previously repaired or serviced by another repair facility, technician, or individual shall be subject to the applicable Bench Fee based upon the device category and the nature of the required evaluation.

Any hardware modification, upgrade, downgrade, replacement, alteration, or deviation from the original manufacturer configuration may disqualify a device from complimentary diagnostic eligibility.

NCR Computers retains sole discretion to classify a computer as a standard, gaming, or high-performance system based upon the device model, hardware configuration, installed components, cooling system, graphics hardware, power requirements, and other relevant technical characteristics.

Repairs involving a readily identifiable component failure may, at NCR Computers’ discretion, proceed without a Bench Fee where the required repair can be identified without advanced diagnostic troubleshooting and no condition exists that would otherwise require payment of a Bench Fee.

Examples may include certain screen, connector, battery, or other component replacements where the failure is readily identifiable.

Where a replacement component must be ordered, the applicable 70% parts-order deposit requirement remains in effect regardless of whether a Bench Fee was initially required.

Gaming consoles, including PlayStation 5 and Xbox systems, are subject to a $50 Bench Fee when diagnostic troubleshooting is necessary.

Circumstances requiring diagnostic evaluation may include, without limitation:

• Electrical surge or power-related damage;
• No-power conditions;
• Liquid or water exposure;
• Fall, impact, or physical damage;
• Prior DIY repair or modification;
• Prior repair attempts;
• Suspected APU-related failure; or
• Other conditions requiring board-level troubleshooting.

A straightforward and clearly identifiable HDMI-port repair may initially receive a preliminary inspection without an automatic Bench Fee.

If additional damage is identified during an HDMI-port repair or other initially identifiable repair, NCR Computers may discontinue further work and obtain customer authorization before conducting additional diagnostic services.

Additional damage may include, without limitation, broken or damaged circuit-board traces, damaged or lifted solder pads, missing or damaged electronic components, damaged connectors, corrosion, internal board damage, or other defects extending beyond the originally identified repair.

Where additional diagnostic evaluation is required, the applicable $50 Bench Fee must be paid or authorized before NCR Computers proceeds with such diagnostic work.

Certain suspected APU-related failures or other board-level failures may result in a determination that the device is not reasonably repairable.

Electronic devices may contain multiple independent defects that cannot reasonably be identified prior to disassembly, initial repair, testing, or restoration of primary functionality.

If NCR Computers identifies an additional fault during or after an authorized repair, NCR Computers may suspend further repair activity and contact the customer before performing additional repair work.

If the customer authorizes additional diagnostic evaluation, NCR Computers may perform further testing and provide the customer with updated findings, repair recommendations, and pricing.

Where additional diagnostic work falls within the scope of a Bench Fee already paid, NCR Computers may perform such additional diagnostic evaluation without imposing an additional Bench Fee for the same service event.

Any additional repair work outside the previously authorized repair scope requires customer approval before such repair work is performed. If the customer declines the additional recommended repair, any previously paid Bench Fee remains non-refundable.

Any repair requiring NCR Computers to order, reserve, allocate, or otherwise obtain a replacement component requires a deposit equal to 70% of the approved repair price prior to ordering or allocating the required part.

No replacement part will be ordered or allocated until the required 70% deposit has been received.

Where a Bench Fee has already been paid in connection with the same repair, that amount will be credited toward the approved repair price and will count toward the required 70% deposit.

Once a replacement part has been ordered, reserved, or allocated specifically for the customer’s repair, the 70% deposit becomes non-refundable.

If an ordered component is installed and subsequent diagnostic testing establishes that the device has an additional fault or is otherwise determined to be non-repairable, the deposit remains non-refundable.

The customer acknowledges that replacement of one defective component does not guarantee that the device is free from additional unrelated or previously undetectable defects.

If further repair is technically feasible, NCR Computers will provide updated findings and pricing and will not proceed with additional repair work without customer authorization.

Where customer approval, authorization, payment, or other instruction is required to continue service, NCR Computers requests a response within 48 hours of the initial notification.

NCR Computers may make up to three total contact attempts or reminders within five business days.

If the customer does not respond after the third contact attempt or by the conclusion of the applicable five-business-day period, NCR Computers may suspend or cancel the repair, close the service order, reassemble the device where reasonably possible, and make the device available for customer pickup.

Any applicable Bench Fee remains non-refundable following cancellation resulting from customer non-response.

NCR Computers will perform repairs based upon the scope of work authorized by the customer.

Authorization may be provided through written approval, electronic communication, payment, deposit, electronic invoice acceptance, or another documented method accepted by NCR Computers.

Authorization for one repair does not constitute authorization for additional repairs discovered during testing or service unless those repairs are reasonably necessary to complete the previously authorized service and fall within the approved repair scope.

Where a materially different defect or additional repair requirement is identified, NCR Computers will obtain additional customer authorization before proceeding.

Diagnostic findings represent NCR Computers’ technical assessment based upon the condition of the device at the time it is evaluated.

Because electronic equipment may contain latent, intermittent, concealed, progressive, or multiple independent defects, NCR Computers cannot guarantee that every underlying defect will be identifiable during the initial diagnostic evaluation.

A device may exhibit additional faults after restoration of an initial failed component because certain subsystems cannot be fully tested until primary functionality has been restored.

A diagnostic evaluation, repair estimate, Bench Fee, or initial repair authorization does not constitute a guarantee that the device will ultimately be repairable.

NCR Computers reserves the right to discontinue service where continued repair is technically impractical, economically unreasonable, unsafe, or otherwise not advisable.

If NCR Computers determines that a device cannot reasonably be repaired, any Bench Fee remains non-refundable because the fee compensates NCR Computers for diagnostic labor and technical services already performed.

Where replacement parts have already been ordered or installed, applicable parts deposits shall remain subject to the Parts-Order Deposit Policy described above.

A determination that a device is non-repairable does not constitute a failure to provide diagnostic services.

Completed devices must be collected within 14 calendar days following notification that service has been completed.

Devices for which repair has been declined, diagnostic services have concluded, the device has been determined to be non-repairable, or the repair order has been cancelled must be collected within 10 calendar days following notification that the device is ready for pickup.

Customers are responsible for making timely arrangements for collection of their equipment.

The customer is responsible for accurately informing NCR Computers of all known circumstances that may affect diagnosis or repair, including prior repair attempts, service by another provider, DIY repair, liquid exposure, impact or fall damage, electrical surge or power events, hardware modifications, upgrades or downgrades, replacement components, and other relevant repair or damage history.

Failure to disclose prior repair, modification, physical damage, liquid exposure, or other relevant conditions may result in reassessment of diagnostic eligibility, imposition of the applicable Bench Fee, modification of the repair estimate, or discontinuation of service.

NCR Computers may revise the diagnostic classification, Bench Fee category, repair scope, or estimate if inspection, disassembly, testing, or repair reveals conditions that were not reasonably apparent at intake.

No additional chargeable repair work outside the authorized scope will be performed without customer approval.

Submission of a device or electronic equipment to NCR Computers for diagnostic evaluation, inspection, service, or repair constitutes acknowledgment of these Terms and Conditions.

Payment of a Bench Fee, repair deposit, invoice, or other service charge further constitutes acceptance of the applicable service terms and authorization for NCR Computers to perform the services associated with that payment.

NCR Computers reserves the right to amend these Terms and Conditions periodically. The version in effect on the date a device is accepted for service shall govern that service transaction.