An idea is formed
The idea to start Geeks on Wheels was born back in 2005 when there was an obvious gap in the market for a great quality, local computer repair & help service.
At the time the original owner worked on developing large websites for overseas companies. Working full-time from his kitchen table at home in Miramar, Wellington. There was a time when he needed to quickly buy a network cable to hook up a new printer. The appalling lack of service at his local computer shop left him gobsmacked. Given that he knew exactly what he wanted, he couldn’t help but wonder how other, less technical, people might feel when attempting to get help and assistance with their computing needs.
After conducting a little research, it wasn’t too surprising to learn that there was a common perception about computer technicians. They had earned themselves a poor reputation for being condescending, patronising, big-headed, and in some cases downright rude! Amongst the common complaints was that technicians used far too much jargon that the average person couldn’t understand, they didn’t listen, and they didn’t explain things well enough.
The public were becoming more and more dependent upon technology, which was, and still is, changing at a forever increasing pace – it was clear that Geeks on Wheels needed to exist, and we needed to provide a fast, efficient, friendly & personal service.
Early days
Hiring technicians was a great challenge. Many of the applicants with a high level of technical knowledge, didn’t necessarily meet the standards for customer service & communication skills. As was the case then, and still is the case now, we only ever employ the very best technicians, and we take great care to focus on the on-going training of our technical team to always improve and refine those skills.
Our first advertisement was published in the Wellington Yellow Pages in October 2005. On the day the new edition was delivered, the phone began to ring and Geeks on Wheels hit the streets. We bought our first car, a Holden Barina, and with our distinctive sign-writing, we were in business! Very quickly it was clear more technicians were needed as the service proved to be extremely popular!
Our first ‘Computer Problems?’ billboard in Miramar Cutting drew lots of attention. However, after struggling with council red tape trying to get more billboards, we came up with an alternative solution. We bought a 1981 Bedford CF230 which we made-over as an A-Team van to become our now infamous mobile billboard.
In 2007, Geeks on Wheels developed a phenomenal training program for our technicians and the growing local call-centre team. We chose to keep our call-centre local in preference of our own dedicated staff that know exactly what we do. As well as what our technicians can (or can’t) do for our customers.
Later the same year we opened for business in both Auckland & Christchurch. We also forged relationships with Vero, for insurance computer repairs, and with Slingshot, launching their ‘Man in a Van’ service. We also entered into a business relationship with TelstraClear providing wireless router installations for their cable network.
However, in our endeavour to be truly independent, and the best at what we do, we chose to end these arrangements.
Continued growth
Opening in 2008, our Hamilton branch has grown from strength to strength. As with all our operations, Geeks on Wheels remains focused on a consistent level of service nationwide. From each of its 35+ full-time technicians by sharing information between regions allowing us to grow as one team.
Following the Christchurch earthquakes, we remained committed and determined to help the Canterbury region rebuild, and our fabulous Christchurch team of technicians stepped-up with on-going support for our Cantabrians.
We opened for business in the Taranaki in 2010 and in Tauranga the following year. We continue to work on bringing Geeks on Wheels to all other parts of New Zealand as quickly as we can.
In 2011 we wrote the Help Desk section of the NetGuide magazine, and became the proud sponsor of the NetGuide best ISP award – which was won by Orcon.
Also in 2011, we moved to a brand new head office located at the Cobham Drive Retail Centre in Kilbirnie along State Highway 1 near Wellington Airport.
In 2015 we launched our phone based support service, the Geek Hotline. The Geek Hotline is a membership based service that provides a place for our customers to call if they need computer questions answered immediately, or someone to sort out those annoying technology niggles that aren’t worth getting a mobile technician out for.
We opened in Dunedin in 2016, responding to customer feedback suggesting there was a need for our services there. So far we have been getting a great response from the local community.
Meanwhile, we always strive to improve our levels of services, through continual customer service development & training. Today Geeks on Wheels has serviced close to 180,000 computer systems around New Zealand – so we have the experience and are the market leader in computer repairs and services.
New owners
In late 2017 new owners Matt and Cathy took over the helm at Geeks on Wheels. They brought with them a renewed passion for growth and a strong understanding of customer service. The next two years saw continual changes in New Zealand’s tech landscape and an ever-rising number of online scams.
2020 marked our arrival in Palmerston North, an exciting new location with a need for quality tech support. 2020 also brought with it many challenges in the face of the Covid-19 pandemic. We had to adapt quickly and utilise our remote helpline’s skillset. Giving Kiwis the tech support they rely on without our core “We come to you” service.
Having truly recognised the power of our Geek Helpline and the need for a tech support package Geek + was introduced in 2021. Our subscription-based service offering unlimited access to the Geek Helpline, discounts for onsite appointments and a raft of other benefits. The introduction of the Geek + Business subscription has been a great technical resource for many small to medium Kiwi businesses.
