Help & Support
Technical support is available in-shop and via phone and e-mail. If you do need to bring your system to us, we offer a No-Fix No-Fee service. If we are unable to repair your system, you don't have to pay. Please note however that should your system be repairable but you reject the quote, a £5 charge may be applied to cover engineers time involved. This will be at the Engineer and Managers discretion. Maximum labour charge will no exceed £45 or 1.5 hours labour.
|Physical Clean / Dust Removal||£5|
|HDD, Optical Drive & Expansion Card Installation||£10|
|Data Backup (First 5gig)||£10|
|Data Backup (Additional Data per Gigabyte)||£1|
|Standard Investigation & Repair (First 30 minutes)||£15|
|Virus & Malware Removal (Depending on Time Involved)||£15 - £45|
|Part System Build (No Operating System Install)||£25|
|Operating System Reload (With Full Media or Recovery Partition)||£25|
|Operating System Reload (With OS Disc but no Driver Media)||£35|
|Operating System Reload (No Media Provided)||£45|
|Complete System Build (Including Operating System Install)||£45|
Please allow up to 72 hours for turn around on repairs. Whilst every effort will be made to keep you updated on your repairs, sometimes we may not be able to contact you. Please feel free to contact us at any time for a status update. It is the sole responsibility of the customer to ensure any important or sensative data is saved before requesting work to be undertaken. Daw Computers will not be held responsible for loss of data as a result of work carried out at your request. You can Contact Technical Support on 01952 617555 or by E-mail at firstname.lastname@example.org if you have any queries.
We are able to deal with pysical repairs to laptops of almost any kind. Some are dealt with in-house, others are dealt with by our specialist sub contractor. Laptops that need to be sent away for assesment, quotation and repair will normally take between 5 - 7 working days to turn around. Quotes for repair are provided free of charge. Laptop repairs carry a warranty of between 30 days and 12 months depending upon the type of work carried out. Please request clarification if you are unsure of your warranty term.
Warranty Terms & Conditions
Warranty is valid on parts & systems for a period of 12 months from the original purchase date. Systems carry an additional 24 months Labour Only warranty meaning that for the first year, parts and labour on hardware faults are free. After the first year parts are chargable but labour is free.
Warranty requests will be assessed upon their merits. Warranty covers hardware issues only and does not cover software issues related to drivers, virus's, malware or program issues. Warranty does not cover accidental damage or mis-use of the product. Please be aware of this before requesting a warranty repair.
Items returned as faulty must be accompanied by an original till reciept. If a reciept is not presented then all items will be assessed based on our own warranty markings. If neither till reciept or warranty markings are present, then the request will be refused. We will not exchange or refund on goods that have been improperly used or damaged. All returns will be tested to confirm the reported fault before a refund or replacement is provided. Items found not to be faulty will be returned to the customer. We reserve the right to charge for engineers time involved under these circumstances.
If you are unclear about any aspect please query a member of staff.
These terms and conditions do not affect your statutory rights
Information contained on this site is for consumer advice only. Mistakes can and are on occassion made and a member of staff should be queried before any purchases made. Daw Computers reserves the right to refuse sale on any item mis-priced or incorrectly described within the context of human error. If you believe an item is incorrectly described or priced we request you inform a member of staff as soon as possible.
Malware Removal Guide
If you are unsure what you are doing please feel free to bring your system to us for a complete malware removal. This guide is provided for you if you wish to attempt removal yourself. We accept no liability for loss of data or earnings due to problems arising from following this guide.
Help! I've got a virus! What do I do?
OK, step 1: Remain Calm. A virus is not going to break your computer. It's a software problem and is not going to effect your hardware, it is also highly unlikely to delete any important data. Firstly, it's worth realising that 90% of infections you will encounter in 2011 are not virus' in the purest sense, they are better classified as Malware or Malicious Advertising programs. That's why your antivirus software didn't pick it up.
There are 4 programs you will need to clean your PC:
1: Combofix www.combofix.org
2: Malwarebytes Anti-malware www.malwarebytes.org
3: Superantispyware www.superantispyware.com
4: Microsoft Security Essentials http://www.microsoft.com/en-gb/security_essentials/default.aspx
All 4 are free or have free versions so if you find you're being asked to pay to download it, you're in the wrong place. Download all 4, install and run them one by one, in the order above. First ComboFix, then Malwarebytes, then Superantispyware & Microsoft Security Essentials. Ensure you have an active internet connection when you install/run them to allow for updates to be downloaded.Once you have completed a full run of all 4 programs your computer should be clean.
But I can't get online!
OK, this is not uncommon. Many infections will block your internet access. There are a couple of things to check:
1: Open "Control Panel" and click on "Switch to Classic view" in the top left, if it says "Switch to Catagory view" leave it as it is.
2: Click on the "Internet Options" button and then click on "Connections".
3: At the bottom you should see a button labled "Lan Settings", open that and check that only the box labled "Automatically detect proxy settings" is ticked.
4: Close the box and go back to "Control Panel", now click on "Network Connections".
5: Locate the LAN connection you use for the internet, this can be wired or wireless depending on how you have your connection set up.
6: Right mouse click on the connection, then click "Properties".
7: In the top box you should see "Internet Protocol" (TCP/IP), double click on this and you will open a properties box.
8: Ensure both options are set to automatically detect their settings.
9: If you are still unable to connect, Click "Start" then "Run", type "cmd" in the box and click "OK". You should be presented with a black command prompt window.
10: Type the following 2 commands:
netsh int ip reset reset.log
netsh winsock reset catalogue
11: You will need to reboot your PC for the changes to take effect.
N.B. For Windows Vista & Windows 7 to access the Network Connections you need to go "Control Panel" - "Network & Internet" - "Network & Sharing Centre" - "Manage Network Connections". Also, to perform the command prompt commands you will need to run your command prompt as an administrator (right click shortcut - run as administrator).
I've done that but I still can't get online!
Again this is not uncommon, infections can sometimes block net access at a deeper level. If you are unable to get online, download Combofix on another computer and put it onto a USB memory stick. You can run it from there on your infected PC and it will likely restore net connectivity for the other programs. Combofix may prompt you for a net connection, but one should not be required for a basic scan.
I've done that but Combofix won't run, I keep getting a warning about the file being infected!
Another common tactic of Malware programs is to change the way your PC opens executable files. You can manually fix this, but it's likely simpler to just download a registry fix here http://www.dougknox.com/xp/file_assoc.htm for XP or http://www.vistax64.com/tutorials/23...s-restore.html for Vista/Windows 7. Download the .exe registry fix and run the .reg file contained. When prompted, say yes to add the information to the registry. You should now be able to run Combofix and other .exe files without being prompted by Malware.
Right, I ran Combofix and everything seems OK now. Can I just carry on as normal?
No, it's highly recommended to run the other 3 programs I listed at the beginning. Although Combofix is effective, it doesn't fix all problems. Malwarebytes and Superantispyware are effective at cleaning any traces of the infection left behind, but they don't deal with virus infections very well. If you install Microsoft Security Essentials aswell, it should detect any remaining virus' as the other two scan. You should ensure you have the latest updates for Malwarebytes and Superantispyware before doing a scan, it is also recommended to do a full scan to remove any lingering traces.
Combofix will not run if you have a copy of AVG antivirus installed. You will also find it struggles with McAffee installed. Other antivirus programs may interfere with it too, but thus far those 2 are the only ones I've had problems with.
Some infections will prevent even registy data being added, if that's the case you'll need a second PC with Antivirus and Malwarebytes installed on it. Connect the infected drive as a slave and run a scan on it with Malwarebytes. This won't totally clean the PC, but should make it clean enough to follow the rest of the guide.
Be carefull! Some infections will attempt to infect any external HDD or pen drive connected to the infected PC. If you're unsure, download the removal programs to a writable CD instead.
Some infections are nearly impossible to remove and under those circumstances a wipe and reload of your OS may be the only option.