Frequently Asked Questions: FAQs.

Please click on each question to see the answer

1. What is a Ticket and How to raise one?

A Ticket is a Case Identifier for a complaint or a reported issue. All remedial actions around that particular case will reference this Ticket. A ticket is automatically raised when you email or Whatsapp us a complaint. A ticket remains 'open' until a satisfactory outcome is met or the solution is accepted by the end user. The ticket will then be 'closed'.

2. How does QWSTN render help via remote access technologies?

QWSTN support services resembles corporate-level IT support, a service where a ticket is raised per complaint received. Upon receipt of this ticket, the support team, will first offer advice on what the users can do on their own, before escalating ther matter to remotely controlling your computer, to diagnose and administer the cure directly, as though the support person is physically seated in front of your computer.

The session is only possible when you, the client, allow our support team member to log in, using a one-time passcode.

3. Why Engage QWSTN Computer Rescue Services?

We will take on the load of problem-solving, so you can remain focused on doing what you do best, rather than divert your time ‘googling up’ solutions to your computer problems. You will also avoid trying out solutions that may exacerbate your situation.

It can be very comforting and reassuring to know that you have a rescue team ready to help you out in times of crisis and can be reached easily via a phonecall or a WhatsApp text.

We are a greener solution too as we are able to advise, through our diagnostics, if you should be calling a local technician onsite to fix your problem or if you should be making that trip to town, computer in hand, to your local tech-shop. No wasted trips, no wasted fuel.

4. What if my PC or Notebook is under manufacturer’s warranty?

This is often mistaken for you having the facility to call the manufacturer’s hotline for help if you run into day-to-day usage problems. The warranty merely covers faulty hardware…not when your applications are hanging, your emails are slow or fail to download and situations when error messages keep popping up on your screen.

5. What if my computer does not have internet connection?

You can still submit a WhatsApp message to us, get a ticket and we will endeavour to guide you to getting your problem sorted. You may send us pictures to clue us in on your situation so we can better understand how to advise you.

6. Why can't QWSTN services be free of charge?

At QWSTN, we do not depend solely on Artificial Intelligence nor Chat Bots to deal with your complaints. There will be an actual human interacting with you on your issues. As such we need your support to pay our staff and the overheads of our operations.

Help desk services are nothing new and have been universally accepted as a necessity. They are often seen as the first line of support prior to escalating to engaging more costly services of onsite/home-visit technicians or having to go through the inconvenience of packing your device up and sending it to the nearest IT store with an in-house technician.

Signing up and subscribing with us, you now have access to experts who will help you diagnose your problems, and try to fix them. We will help you decide if the issue needs escalation so that you avoid unnecessary repair costs of having someone be physically there to attend to your problem or requires you to transport the device to the nearest repair location.