Frequently Asked Questions

How long will it take before my computer is assessed?

After your computer has been delivered to Connect NZ it will be booked into our system and a report will be completed within 24 hours of arrival.

How do I know the assessment will find all the faults?

We have a set assessment procedure with a checklist to make sure all functions are tested. We also have the latest software and hardware tools available. Connect NZ Technicians have many years of experience with diagnosing and repairing Laptops and Desktops.

Are there warranties applicable to your repairs?

Parts received for repair come with a 90 day manufacturer's warranty.

How do I pay my excess to speed up the claim process?

Instructions for Excess Payments.

How long will a repair take?

Once we receive the approval to repair your computer we can begin the process. Parts for the more common models are kept in stock, otherwise we have a number of supplier partnerships to acquire the parts as quickly as possible. The repair time does vary depending on what brand of computer you have and the availability of world wide stock. We will keep you informed of any delays and we are constantly working to complete the repairs as quickly as possible.

How can I be certain of the quality of workmanship of the repairs?

We have a state-of-the-art workshop that is fully static protected with the most up to date software and hardware diagnostic and repair tools. Our Technicians are fully qualified and attend regular training courses and complete brand partner certifications on an on going basis.

Why does my computer need to be sent to Wellington?

We have a 'central hub' Insurance Repair Centre in Wellington to manage the claim from start to finish. By running everything from a central location we are able to provide a higher quality service with a smaller carbon footprint.

What happens if my computer needs to be replaced?

If your computer requires a replacement due to the extent of the damage then the Connect NZ Claims Team will submit their report recommending the closest equivalent replacement option available based on the specification of the previous device.

How are indemnity valuations determined?

Connect NZ maintains a comprehensive technology database which is updated on a daily, weekly and monthly basis depending on the product suite. We continuously monitor the market using a variety of sources to ensure that we are providing accurate Indemnity Valuations. 


Occasionally parts received from the manufacturers fail or there are unrelated hardware or software faults causing a job to return to the workshop. Fortunately only approximately 2% of jobs return for a re-service due to ongoing issues. We guarantee our work for the first 30 days and parts come with a 90 day warranty, for any issue related to these we can re-service your unit free of charge. For anything unrelated, i.e. software faults or inaccurate configurations, or a new event causing the failure, our normal freight and assessment fees apply.

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