Diamond Certified Company Report

ClickAway

Diamond Certified Company Report

ClickAway

Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i
Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
  • Legal & Finance
Phone SURVEY RESPONSES FROM 1491 VERIFIED CUSTOMERS i

Terry S.

VERIFIED ClickAway CUSTOMER

1 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are outstanding. It's a good store with quality help. I like the people who work there.

The people who work there are really helpful. They help me with my phone quite a bit. It's a good store.

Dan S.

VERIFIED ClickAway CUSTOMER

2 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were really polite and took good care of us.

They had a technician on staff.

Sierra S.

VERIFIED ClickAway CUSTOMER

3 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

The service was good, and it was fast. They got me in the same day I made an appointment.

I like their fast service.

Read All 1491 Survey Responses at Ratings View
Diamond certified VIDEO PROFILE
Diamond certified company PROFILE

Lani Sutherland, Marketing Manager

ClickAway is an award-winning computer, network, and mobile device repair and sales company with 27 locations throughout the Bay Area and beyond. As a Verizon Wireless Premium Retailer, ClickAway offers the latest mobile phones and tablets from Motorola, Samsung, Apple, HTC, LG, and more. The company’s stores provide a broad range of technology services for homes and businesses, including general computer, notebook and cell phone repair; virus and spyware removal; data recovery and backup solutions; and networking and IT support—all with free one-hour diagnostics.

ClickAway’s flexible service options include in-store rates that start at $49 per hour. Onsite services for homes and offices are as low as $79 per hour, and the company provides remote support via the Internet, telephone support, and free delivery within a three mile radius of any of its stores. Most repairs can be completed within 24 to 48 hours, and bill pay services are easy and fast.

CEO Richard Sutherland says ClickAway’s associates take great care to make sure customers understand all their options so they can make the best decisions about their mobile phones, computers and networking issues. All work is guaranteed to achieve 100 percent customer satisfaction.

Because of ClickAway’s relationships with key brands such as Apple, Lenovo, Dell and HP, it can offer the same prices as big-box stores on laptops, mobile phones and PCs. ClickAway stores are open seven days a week, and weekly specials can be found at www.clickaway.com.

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COMPANY REPORT NAVIGATION

Diamond Certified Companies are Rated Highest in Quality and Helpful Expertise.

  • Why this rating is the most accurate.
  • Our editors gather deep company info.
  • Performance is Guaranteed.

DIAMOND CERTIFIED RESEARCHED CAPABILITIES ON ClickAway

Locations

Santa Clara County
San Mateo County
Marin County
Contra Costa County
Santa Cruz County
Humboldt County
Sacramento County
Mendocino County

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SERVICES PERFORMED

Computer Service and Repair
Computer Sales
Home Networking
Business Networking
IT Services
Managed Services

BRANDS Supported
  • Apple

  • Dell

  • HP

  • Lenovo

  • Microsoft

DIAMOND CERTIFIED RESEARCHED ARTICLES ON ClickAway

Company Profile

ClickAway is an award-winning computer, network, and mobile device repair and sales company with 27 locations throughout the Bay Area and beyond. As a Verizon Wireless Premium Retailer, ClickAway offers the latest mobile phones and tablets from Motorola, Samsung, Apple, HTC, LG, and more. The company’s stores provide a broad range of technology services for homes and businesses, including general computer, notebook and cell phone repair; virus and spyware removal; data recovery and backup solutions; and networking and IT support—all with free one-hour diagnostics.

ClickAway’s flexible service options include in-store rates that start at $49 per hour. Onsite services for homes and offices are as low as $79 per hour, and the company provides remote support via the Internet, telephone support, and free delivery within a three mile radius of any of its stores. Most repairs can be completed within 24 to 48 hours, and bill pay services are easy and fast.

CEO Richard Sutherland says ClickAway’s associates take great care to make sure customers understand all their options so they can make the best decisions about their mobile phones, computers and networking issues. All work is guaranteed to achieve 100 percent customer satisfaction.

Because of ClickAway’s relationships with key brands such as Apple, Lenovo, Dell and HP, it can offer the same prices as big-box stores on laptops, mobile phones and PCs. ClickAway stores are open seven days a week, and weekly specials can be found at www.clickaway.com.

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Company Philosophy

"Our company is built on the values of friendliness, honesty, communication, teamwork, efficiency, productivity and success. We're dedicated to total customer satisfaction, and we promise that whenever our clients work with our technicians, they'll be delighted with the experience."

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Comparative Summary

Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for computer repair companies that have earned the prestigious Diamond Certified award. For ClickAway, the key to achieving and maintaining high levels of customer satisfaction is offering a wide range of services that provide equal amounts of convenience and value. “Our customers want to deal with one company for everything technical, and that’s exactly what we do,” says CEO Richard Sutherland. “From computer repairs to networking to product support, we can handle it all.”

ClickAway has been providing computer and networking solutions for residential and commercial clients at six locations throughout Santa Cruz, Santa Clara and San Mateo Counties since 2002. In addition to repairing PCs and laptops, removing viruses and spyware, providing data recovery and backup solutions, and offering comprehensive IT support, the company can repair cell phones, help customers with issues regarding communication between cell phones and computers, and more.

Unlike less experienced computer repair companies that are forced to limit their services based on the knowledge and training of their employees, ClickAway utilizes the wide-ranging abilities of its technicians to offer a comprehensive suite of products and services. “Our ability to handle everything from laptop repairs to complicated business networking issues is a rarity in this business,” says Mr. Sutherland. “Our technicians are trained to help individual customers, small businesses and everything in between.”

To further differentiate itself from its competition, ClickAway offers its customers multiple ways to receive service, including in-store repairs, remote support via the Internet or phone, and onsite computer repairs for homes and offices. “We’re focused on supporting our customers in any way we can,” says Mr. Sutherland. “We take great care to make sure they understand all their options so they can make the best decisions about their computer and network issues.”

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Industry Info

Take care of your computer for years of problem-free enjoyment.

Most people want their computers to last for years and run like new every time they’re used, but few pay attention to the preventative maintenance steps necessary to make that happen. Luckily, there are several small things you can do to help your computer work faster and more productively without breaking down or losing data. Consider the following tips:

Use antivirus software. If your computer is connected to the Internet, you should install and use an antivirus program to protect it from viruses, malware, adware, spyware, invasive/malicious advertising and other online threats. Many computers come with antivirus software already installed, and low-cost or free software is available from many reputable companies.

Keep your computer clean. Dust can clog your computer’s power supply and cooling fans, so use a forced air can to clean your computer vents and keyboard on a regular basis. When cleaning the surface of your computer, only use computer-safe cleaning wipes or a soft cloth dampened with water.

Invest in an Uninterruptible Power Supply. Commonly known as UPS, this battery/power source will keep your computer running even in the event of an electrical failure or power surge. A good UPS will give you time to shut down your computer after a power outage (or will allow the computer to power down as the UPS battery runs low) and can shield your computer’s hardware from power surges or sudden electrical failures. You should also consider buying a power strip that includes a surge protector and emergency shut-down switch.

Control temperature. Computers aren’t meant to handle extreme heat or cold, so it’s important to keep yours in a temperature-controlled setting. If you live in a particularly warm environment, you may want to use a fan (in addition to your computer’s fan) to provide extra cooling and air movement.

Remove unwanted programs. If you aren’t using certain programs, they’re just taking up extra space on your hard drive and causing your computer to run more slowly. Periodically review the list of programs on your computer and delete those you don’t want or don’t use anymore. You should also avoid downloading programs you don’t want. Some programs download entire packages (for example, Microsoft Office automatically downloads Microsoft Outlook), so you may want to perform a custom installation and remove unwanted components before installation.

Delete junk files. Temporary files (commonly known as “junk files”) are automatically created when you install/update software or browse the Internet. These files take up space on your hard drive and can slow down your computer, so use disk cleaning software once a week to delete them.

Laptops require extra care. Use a protective sleeve or hard case on your laptop to prevent damage from dropping or jostling, and keep it away from extreme temperatures. Also, always try to use your laptop on a cool, hard, dry surface instead of a soft surface—this will help the vents stay open and allow the internal fans to keep the unit cool. Protect your battery by not keeping it constantly plugged in. Instead, switch to battery power once the laptop is charged. If you’re working from your desk or are near a power source, remove the battery to prevent it from overheating.

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Frequently Asked Questions

Q: How much will it cost to fix my computer?

A: It depends on the problem. We’ll perform a diagnostic check to determine the exact problem and give you a specific quote. Our hourly rate for PC repairs is $49, and a complete tune-up to fix software glitches and remove viruses and spyware is $149. We also offer minor tune-up services that range from $79 to $99

Q: How long will it take to fix my computer?

A: We can complete some repairs in one day, but if we have to order parts, it can take several days depending on their availability.

Q: Do you perform house calls?

A: Yes, we have a fleet of vehicles that we use to perform hundreds of onsite repairs every month.

Q: If I don’t use the Internet, do I still need to install antivirus software?

A: If you never go on the Internet or receive email, you don’t need an antivirus program. The fewer programs you have on your computer, the faster it’s going to run and the longer it will last.

Q: Do I need to replace my computer if I run out of hard drive space?

A: It depends on the type of computer you have, how old it is and how long you want to keep it. New hard drives and hard drive upgrades aren’t very expensive, so if you’re happy with your current computer and operating system, we can upgrade your hard drive and get you the space you need.

Q: Should I be concerned that my computer is running slowly?

A: Slow running speed is one of the first indicators of a serious computer problem, so you should definitely get it checked out before your hard drive is compromised.

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SELECTED PHOTOS FROM ClickAway

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DIAMOND CERTIFIED EXPERT CONTRIBUTOR ADVICE & TIPS FROM Rick Sutherland

Expert CONTRIBUTOR PROFILE
  • Rick Sutherland is a 13-year veteran of the computer service and repair industry and owner of ClickAway, a Diamond Certified company since 2004. He can be reached at (800) 960-9030 or by email.

Rick Sutherland: Clicking on Success

By James Florence, Diamond Certified Resource Reporter

CAMPBELL — Following a successful career in the tire business, Rick Sutherland decided to start from scratch in an entirely new industry. “I started in the tire retail business when I was a teenager and worked my way up to being an owner of a chain, which I subsequently grew to 25 Bay Area locations,” he recounts. “After selling my company in 1999, I found myself retired at 43 years old. After about six months, I realized I needed to get involved in something else.”

As he mulled over his options, Rick narrowed in on what he perceived to be an opportunity in the computer service field. “As someone who’d been using computers for a long time, I’d always felt there was a lack of support for consumers and small businesses when it came to their technology, so I thought that might be a good business to get into. I started out by hiring one technician, and since then, I’ve grown the business and expanded to 40 locations.”

Today, as owner of ClickAway, Rick says his favorite part of his job is keeping score. “For me, running a business is like running a sports team, with sales and productivity being our scoreboard. In both sports and business, staying competitive is key, which is why I put a lot of effort into analyzing growth and motivating our team to keep going. It’s just fun for me to watch our team succeed and put up good numbers on the scoreboard.”

A resident of Los Gatos (where he lives with his wife, Lani), Rick expresses his appreciation for life in the Bay Area. “I’ve had the opportunity to travel to a lot of different places in the world, and there’s no place like here,” he affirms. “We live a really lucky lifestyle, with a vastly diverse topography and culture, all topped off with amazing weather. You can’t beat it!”

Outside of work, Rick engages in a variety of active pastimes, most of which take place on two wheels. “I enjoy mountain biking with friends on local trails and going on motorcycle trips to places like Tahoe,” he says. “I also raced cars for 20 years and still have a passion for it, as well as a small collection of cars.” Additionally, Rick enjoys keeping up with his grown son and daughter, who are pursuing their own careers in New Zealand and Washington, D.C., respectively.

In his life and career, Rick espouses the virtue of practicing the Golden Rule. “Whether it’s my employees, customers, friends or family, I try to treat others like I’d want to be treated,” he affirms. “When it comes to customers, this means giving them the best possible service and quality, which actually ends up being good for business since people are willing to pay for an honest service that brings a good value. So, as long as we continue to do that, it just makes our job more fun and rewarding.”

When asked the first thing he’d do if he were to retire (again) tomorrow, Rick says he’d do some traveling. “The responsibility of running a business makes it hard to be away for very long, so I’d take the opportunity to visit my son in New Zealand and my daughter on the East Coast.”

Ask Me Anything!

Q: What’s the most death-defying feat you’ve ever attempted?
A: Trying to qualify for a race back when I was racing cars. When you’re on the qualifying lap, it’s all or nothing, so you’re on the edge in every corner—one false move and you could wind up smashed into the guard rail.

Q: What was your first car?
A: A 1959 Chevrolet Bel Air.

Q: What’s your favorite local restaurant?
A: Plumed Horse in Saratoga.

Q: What’s your favorite book?
A: “The One Minute Manager” by Ken Blanchard and Spencer Johnson.

Q: What’s your favorite snack?
A: French fries.

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Expert articles
  • How to Avoid Technology Heartbreak

    CAMPBELL — Technology may enhance the quality of modern life, but it also has the power to break your heart. The most common occurrence of this “technology heartbreak” comes in the form of data loss. Whether it’s personal documents or family photos, when your precious data is lost, it can be a traumatic experience. Fortunately, there’s a simple step you can take to avoid this: back up your data.

    When data only exists in one place, you have little recourse when it gets accidentally deleted, which is why the key to preventing data loss is to store it in multiple locations. Ideally, sensitive data should be backed up at three points: a local hard drive (a laptop or desktop), an external hard drive (with a scheduled backup running on it) and a cloud backup such as Dropbox or Google Drive. With this threefold backup system, you can ensure your precious data stays secure and avoid the pain of technology heartbreak.

    Read moreRead less
Expert video tip
  • Video: Avoiding Technology Heartbreak

    Complete Video Transcription:

    CAMPBELL — Host, Sarah Rutan: To avoid the heartbreak of lost personal documents and photos, you’ll need to take measures to protect the irreplaceable data on your computer. To learn more, we’re in Campbell with Jeremy Buschine of ClickAway, speaking on behalf of Diamond Certified Expert Contributor Rick Sutherland.

    Jeremy Buschine: Hi, I’m here to talk to you today about avoiding technology heartbreak. The most common occurrence of technology heartbreak that I’ve seen is loss of data. Whether it’s personal documents, family photos, anything that’s really important to you that you can’t get back, this will cause technology heartbreak. How do you avoid that? Well, I’m going to tell you. Back up your data. That is the single most influential thing that you can do that’s going to keep your data safe. I recommend three points of failure on that.

    Your first point being your local hard drive, whether it’s your laptop or your desktop, an external drive with a scheduled backup running on it, and a cloud backup, whether it’s a Dropbox, a Google Drive or something similar; these will help you maintain the integrity of your data. Once it’s gone, it’s gone. And it is very important to run those backups. That’s my expert tip for today.

    Host, Sarah Rutan: To learn more from local top rated companies, visit our Diamond Certified Expert Reports at experts.diamondcertified.org.

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ClickAway WEBSITE AND EXTERNAL FEED
  • ClickAway SOCIAL MEDIA FEEDS
Diamond Certified RATINGS ON ClickAway
Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i

Each surveyed customer was asked, “If you needed any helpful expertise, did this company provide that expertise?” To calculate this score, total “Yes” responses were divided by total responses (excluding those that stated they hadn’t needed any expertise).

Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
  • Legal & Finance
Phone SURVEY RESPONSES FROM 1491 VERIFIED CUSTOMERS i
ClickAway : Average 8.6 out of 10 based on 1491 unique customer surveys of customer satisfaction.

Terry S.

VERIFIED ClickAway CUSTOMER

1 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are outstanding. It's a good store with quality help. I like the people who work there.

The people who work there are really helpful. They help me with my phone quite a bit. It's a good store.

Dan S.

VERIFIED ClickAway CUSTOMER

2 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were really polite and took good care of us.

They had a technician on staff.

Sierra S.

VERIFIED ClickAway CUSTOMER

3 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

The service was good, and it was fast. They got me in the same day I made an appointment.

I like their fast service.

Brenda C.

VERIFIED ClickAway CUSTOMER

4 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

Drake, the store manager, is awesome. They've gone above and beyond. I would recommend anybody go there, because Drake listens, and he meets the customer where they need to be met, instead of making them come to where he wants them to be. He meets and respects my needs.

I've always had a good experience there.

Todd B.

VERIFIED ClickAway CUSTOMER

5 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were friendly and knowledgeable.

I would say the individual who helped me and my wife practically bent over backwards to help us out when the Galaxy phone we bought got recalled. They gave us a loaner and all kinds of stuff. They were really very friendly and professional about the whole thing. I thought the service was great. The people were great.

Jose M.

VERIFIED ClickAway CUSTOMER

6 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

My experience with them has been very good.

They are very good.

Kristina H.

VERIFIED ClickAway CUSTOMER

7 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were helpful and efficient.

I was able to get solutions.

Luis B.

VERIFIED ClickAway CUSTOMER

8 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

I recommend them. They helped me in every direction they could, and I am not good with phones. I love those guys down there. Roberto is a wonderful guy and treats me like I am somebody.

They go out of their way to help and please me.

Darlene W.

VERIFIED ClickAway CUSTOMER

9 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are a good place to go to for fast repair service. I took my daughter's iPad in for a severely cracked screen repair. They fixed it in a pretty good time frame.

The professional help and their customer service

Alberto F.

VERIFIED ClickAway CUSTOMER

10 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

I recommend them to other people. It is the place to go and get your needs met.

The overall service, they provide great service from the minute you show up. We walked in, and they greeted us. There were people in line, and the wait was about 10 minutes. They offered us water, and when it was my turn, they addressed my needs and wants in a timely fashion. It was a really great overall experience.

Ronald R.

VERIFIED ClickAway CUSTOMER

11 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were good.

They treated me very well. I was pleased with the service.

Allison G.

VERIFIED ClickAway CUSTOMER

12 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

It was great. They have really good customer service. I am only doing this survey because I had such a great experience using them. I have gone back to them twice.

They did exactly what they said they would do, kept within the given time frame, and quoted the right price. I was satisfied.

Sherri M.

VERIFIED ClickAway CUSTOMER

13 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were good.

That they are close by

Kristi H.

VERIFIED ClickAway CUSTOMER

14 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were very helpful, and if you need help with your iPhone, they are the people to go to.

It was a good location.

Robert P.

VERIFIED ClickAway CUSTOMER

15 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

Great customer service

Great customer service

Jamal M.

VERIFIED ClickAway CUSTOMER

16 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very good. I had a couple of problems, and they were very through and very helpful.

The attention to detail, as I said, I had a couple of problems, and the guy did a good job of explaining things to me. He was very knowledgeable. They were right on. I'm not easily impressed, but I was impressed by them.

Richard R.

VERIFIED ClickAway CUSTOMER

17 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

Nothing, I don't have any friends.

I just walk in and pay my bill. They know me.

Samuel B.

VERIFIED ClickAway CUSTOMER

18 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were just super helpful regarding my situation. They took the time on a holiday to make sure that I left the store with everything that I needed.

They were knowledgeable. They knew what I needed and made it happen.

Gina C.

VERIFIED ClickAway CUSTOMER

19 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

They have great customer service.

The customer service and how they were very willing to work hard to solve my problem, they also carry a wide selection. They do a good job. For a bunch of young men, they did a great job.

Vanessa C.

VERIFIED ClickAway CUSTOMER

20 of 1491

Quality 10
10 10
Loyalty Yes
CRITIQUE

Their service is awesome.

Their attitude, personality, and they were helpful and friendly.

Read All 1491 Survey Responses at Ratings View