Getting help with technology shouldn’t feel stressful, rushed, or uncertain. My aim is to make the process calm, clear, and straightforward from the first contact to the final outcome.
Here’s what you can expect when you get in touch with Milecastle.
Getting in touch
When you contact me, your message comes directly to me — not a call centre or ticketing system.
You’re welcome to:
- Ask a question
- Describe a problem
- Check whether something is worth fixing
- Talk through your options before deciding what to do
I’ll respond honestly about whether I can help, and what the next steps might look like. There’s no obligation to proceed.
If I’m helping another customer, I may not reply immediately, but I will get back to you as soon as I can.
By getting in touch, you agree to the way I work and my support terms.
Before any work begins
Before starting any work, I’ll make sure we’re clear on:
- What the problem seems to be
- Whether it’s something I can help with
- How support would be delivered (on-site or remote)
- What the likely costs are
If something isn’t cost-effective to repair, or doesn’t need fixing right now, I’ll say so clearly.
During a support session
Whether we’re working in person or remotely, I take a calm, methodical approach.
You can expect me to:
- Take time to understand the issue properly
- Explain what’s happening in plain English
- Talk through what I’m doing and why
- Work at a pace that suits you
I don’t rush, apply quick fixes, or make changes without explaining them first. My goal is to fix problems properly and leave things in a better, more understandable state than before.
Decisions and costs
Support is billed based on time spent, and I’ll always aim to be clear and fair about costs.
If, during a session, it becomes clear that:
- A repair isn’t worth the cost
- A different approach would be better
- Or it makes sense to stop and reconsider
I’ll explain that openly so you can decide how you’d like to proceed. There’s no pressure to continue if you’d rather stop.
After the work is done
Once the session is complete:
- You’ll know what was done and why
- You’ll have the opportunity to ask questions
- There’s no automatic follow-up or ongoing commitment
If you need help again in the future, you’re always welcome to get back in touch — but nothing is assumed or pushed.
In short
My role isn’t just to fix things — it’s to help you understand your options and feel confident about the decisions you make with your technology.
If you’re unsure whether you need help, or just want to talk something through, you’re always welcome to get in touch.