Service

If you're having trouble with a Mac or other Apple product during the first 90 days of ownership, or at any time during your extended AppleCare warranty, ring Apple Australia on 133 622. After that, bring it in and we can book your Mac into our service department. (Please also note charges below for our onsite services.)

The Infinite Systems service department has a Gold Status certification with Apple Australia, meaning we have the knowledge and experience to provide the best service to you. Our technicians are qualified in both desktop and portable environments, and if needed, can provide on-site solutions as well.1

On-site Installation

If you just want your new Mac all set up and ready to go, we can help. Our on-site installation service starts at $165, and training is also available to get you up and running.

in-house services price
Memory Installation/Upgrade:
RAM Installation/Upgrade and checks.		 $33
Hard Disk Drive Installation (with OS Install):
HDD installation, checks, format, and OS installation		 $99
System Maintenance:
System Software/Firmware updates — OS 10.x only		 $99
In-House Technical Software Support:
Data migrations/transfers, software faults		 $99/hour
In-House Technical Hardware Support:
For Non-Warrantable hardware installations and support		 $99/hour
Priority Fee:
Guarantees immediate attention		 $132
Quotation Fee:
For Out-Of-Warranty Repairs/Insurance/Trade-Ins		 $66
No Fault Found Fee:
Unable to confirm any fault		 $66
No Fault Found Fee (iPod):
Unable to confirm any fault — iPod only		 $33

on-site services
price
Onsite Callout Fee — Metro:
Within 25km of CBD. Onsite rate is additional.		 $66
Onsite Callout Fee — Regional:
Over 25km of CBD. Onsite rate is additional.		 $132/hour
EDU/Home Rate:
Billed in half hour increments. Callout Fee is required.		 $66/half hour
Corporate Rate:
Billed hourly (minimum 1 hour). Callout Fee is required.		 $165/hour

All prices include GST. Please be aware the Service Centre may not be available on weekends.

  1. Warranty claims are strictly back-to-base, otherwise on-site solutions will incur fees.

Training

Infinite Systems would like to help you get more out of your Mac. We're happy to help you if you're new to the Mac or just need help to get started with some new applications.

Visit our training page for many more details on all our courses, including introductory Mac OS X and iLife classes. We specialise in creative applications: we offer an exclusive Photoshop Masterclass and Certified Final Cut Pro classes.

Not ready for official training? Apple offer a range of help pages called "Mac 101" on their site.

Having iPod Problems?

There's a comprehensive help guide available from Apple's site:

Having Mac Problems?

Call for help

Every Mac comes with 90 days of free phone support extended to three years with Applecare — just call 133 622.

Other solutions

If you no longer have access to phone support, a few quick diagnostic tests can help you get back on your feet quickly.

For new, minor problems, try to reverse or correct your most recent action. For example, unplug the new peripheral, or check for recent software updates. If you're still having trouble, you could try to remove any new software you've installed.

There are many forums on the web where you can scan for help, but you could try these first:

Major Issues

Some serious problems include:

  • your Mac is not booting properly, though it's plugged in and the power is turned on
  • your Mac shuts down unexpectedly
  • your Mac's screen goes dark with white text, telling you to restart or saying "Kernel Panic"

If they occur repeatedly, symptoms like these can indicate a serious issue. Try this first:

Apple Hardware Test

  • Find the original discs that came with your Mac.
  • Insert the one with "Apple Hardware Test" written on it. This may be "Install Disc 1" — check the fine print.
  • Restart your Mac.
  • Hold down D as you boot, until you see the Apple logo on the screen. This will force the Mac to boot from the Hardware Test, not the hard drive.
  • Run the test.
  • If faults are found, contact us — your machine will need to be booked in for service.
  • If no faults are found, proceed to reinstall Mac OS X.

Reinstalling Mac OS X

Please note that the installation process is covered in detail in this document from Apple.

  • Find "Install Disc 1" that came with your Mac. Note: If the Apple Hardware Test for your machine was on this disc, it's likely to be in your machine already.
  • Restart your Mac.
  • Hold down C as you boot to force the Mac to boot from the DVD.
  • Follow the first few pages through, choosing to install on your internal hard drive.
  • At the Installation Type page, press the Options button.
  • Choose to perform an "Archive and Install", making sure "Preserve Users and Network Settings" is also chosen. It's very important this option is ON.
  • Continue with the installation process.
  • After the installation completes, Restart.
  • Choose Apple > System Preferences, then choose Software Update.
  • Download and install any recommended software. Restart if necessary and repeat the previous step.
  • Test your machine by using it as you normally would.
  • If problems persist, book it in for service.

Please note, if the problem is found to be software-related, there will be a service charge. Apple's warranty covers hardware problems only; please refer to your Mac's documentation for details.

Sending your Mac in for Service

If you do need to send your machine in for service, give us as much information as possible:

  • What exactly is the problem?
  • How can it be reproduced?
  • Does the fault occur immediately or after a period of time?
  • Have you installed or upgraded anything recently?

Please also provide your system password, as we'll need it to perform any necessary updates. There will be an additional charge for return shipping if required.

Your Data

While we take as much care as possible, some problems can only be solved through erasing or replacing the hard drive — losing all the data on it. We aren't liable for any data loss that occurs during the service process.

Regular backups are always a good idea. If possible, back up any important files to CD, DVD or external hard drive before you send your Mac in for service.