01
Do I need to bring my device somewhere?
Not always. Many software, email and account problems can be handled remotely. Home visits and device drop-off are available by arrangement.
Useful answers
Before the laptop reaches the window.
A few common questions about bookings, pricing, devices and the BearOS portal.
02
Will you start work without telling me the price?
No. The likely scope, rate and any parts or software costs are agreed before chargeable work begins.
03
Can you guarantee my data will be recovered?
No responsible technician can promise that. Where data is important, the risks and backup options are discussed before intrusive work is started.
04
How do I follow my ticket?
Sign in to the BearOS client portal using your account. You can see your ticket history, read replies, add updates and attach files.
05
Do you support businesses?
MrBearIT supports homes, individuals, sole traders and carefully scoped small-business work. Managed business services are introduced separately where appropriate.
06
How much does travel cost?
The standard home-visit price includes the first 10 road miles each way from our normal Newport / NP10 service base. Beyond that, excess travel is £1 per additional road mile on the excess return distance, with a £5 minimum where an excess applies. Longer journeys are quoted before booking.
07
Can you securely wipe my old drive or computer and give me proof?
Yes. MrBearIT offers Certified Data Erasure & Return. The equipment remains yours, no backup is made unless separately requested, and a successful verified erasure includes a certificate in BearOS. Equipment is returned blank unless another setup service is agreed.
08
What is BearCare?
BearCare is the optional monthly support plan. The working launch plans are BearCare Home and BearCare Family, with member labour discounts and support benefits shown before signup. Benefits only apply while the subscription is eligible; an active Direct Debit mandate by itself does not keep BearCare benefits active.
09
What happens if my Direct Debit fails?
BearOS highlights the failed payment and sends an account/service notice. Eligible insufficient-funds failures may be retried, and a short grace period may apply. BearCare benefits can be suspended if the payment remains unresolved.
10
Can I supply my own part or cable?
Yes. If you prefer to source a recommended part yourself, that is fine. The original authorised visit or diagnostic charge still applies, and fitting a customer-supplied part is treated as separately authorised work. MrBearIT is responsible for the workmanship, not for defects in a part supplied by the customer.
11
Do you take old computers away for recycling or resale?
Not as part of the initial launch. Certified Data Erasure & Return is available now for customer-owned equipment. A separate secure reuse/refurbishment and WEEE service is planned for later, once the required registrations, site arrangements and processes are in place.
12
Who is behind MrBearIT?
MrBearIT is the customer-facing technology support service operated by MrBear LTD. BearOS is the platform used for bookings, support records, work orders, policies, invoices and customer self-service.
Still not sure?
Ask before you book.
If your question is about a particular device, unusual job, travel distance or data-erasure method, send the details over first. We would rather clarify it before an appointment than surprise you afterwards.