Residential Service Announcement

Beginning in June of 2024, DMC Unlimited will no longer be providing general IT support services for residential clients.

As of June, 2024, DMC Unlimited will no longer be providing general IT service and support for residential customers. There are various reasons for this decision and it was a decision that we did not take lightly. While the reasons for this decision are many, one practical rationale is that the time, manpower, and resources required to provide these consumer services at the level of excellence that we hold ourselves is no longer practical. We greatly value and appreciate all of the trust and support that our residential customers have given us over the years, but it is time for us to shift our focus and steward our time and resources well.

As you may or may not be aware, a large part of our business has always been providing IT support and network administration for small businesses. DMC provides these services to over 200 small businesses in Mason, Manistee, Oceana, and Lake Counties. We will now focus on this aspect of the business so that we can continue providing our wide range IT services with excellence. Our commercial clients will continue to receive the quality of service and support they have come to expect from DMC Unlimited.

To that end, our physical office will now be open by appointment only until the transition away from residential support has been solidified. Our business clients will still have full access to us and our services. If you are a residential client who has chosen to be a member of our Remote Monitoring and Management (RMM) service, you will also have access to the same level of support you have become accustomed to. These changes will allow us to streamline our processes and increase the level of service we can provide while also reducing the load on our staff.

Again, we thank you for your support over the years and we would greatly appreciate your support for us in this decision as well.

Sincerely,

Roger & Jamie Wertz and the staff of DMC Unlimited

FAQ's

Why are you no longer offering support to residential clients? What do we do when we need help?

We understand, perhaps better than most, that this area has a great need for residential IT support services. While the need is great, the time and cost required to provide these services have exceeded what is practical. We serve nearly two thousand customers each year. Providing residential support demands a tremendous amount of time (and patience) from our support staff and often this time is not "billable". It is also worth noting that there has been a significant increase in the number of unpleasant interactions in the past few years. While we obviously have many wonderful residential customers, the ratio has shifted sharply in the other direction adding to the impracticality of justifying the continuation of these services. It is our hope that you will be able to find another local computer shop that will meet your needs for residential support.

Are you still open?

Yes, we aren't going anywhere. The business is growing and doing just fine. We are now focusing on our commercial IT services and will continue providing the same IT support services to our business clients that we always have. We will also continue to support those residential clients who have subscribed to the RMM service which we have made available for the past few years. Our main office will be open by appointment only. This is necessary due the vast numbers of walk-ins we get for residential services and retail purchases. Our business and RMM clients will still have full access to us as needed.

I bought a computer from you. What do I do about warranty service?

If you've purchased a Lenovo laptop from us or one of our custom desktop PCs, we will obviously honor the warranty on any hardware defects for the duration of the warranty period. You can contact us at warranty@dmcunlimited.com if you have a hardware warranty request or call us at 231-843-2554 and use Option 3. Please note that any invalid or unrelated requests to this address will be discarded.