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HOME >> FAQs >> WARRANTIES & RETURNS (Updated: December 28th, 2008)
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Quick Jump:
Desktops
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Notebooks, Peripherals & Accessories
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Hardware
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Software
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Damage
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FAQ's
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DESKTOPS
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Our Warranty - Our Desktop Computers come with our exclusive 1-year depot warranty (parts and labor). Unlike most retail stores, you do not have to track down the manufacturer, search for an authorized service center, or wait for weeks while your baby gets shipped back and fourth. Warranty repairs take priority and are usually completed within two or three business days or less.
Free Additional Warranty Coverage - We use better quality parts that come with longer manufacturer's warranties. This is like getting an extended warranty without having to pay for it. The competition has to charge extra for extended warranty coverage. This is so they can recover their losses by charging you extra ahead of time for lower quality parts that have higher failure rates, and shorter manufacturer's warranties. Come on people, it's brilliant marketing, but you're the sucker that paid good money for a piece of junk.
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NOTEBOOKS
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Notebooks, Peripherals & Accessories - Manufacturer's warranty applies.
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HARDWARE
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- New Hardware installed by us - 1 year depot warranty replacement (parts and labour), otherwise full credit for the part. Manufacturer's warranty may be longer.
- New Hardware installed by someone else - Manufacturer's warranty only. We warranty our work, not yours.
- Used Hardware installed by us - 30 days depot warranty replacement (parts and labour), otherwise full credit for the part.
- Used Hardware installed by someone else - No warranty. We warranty our work, not yours.
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SOFTWARE
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Software - Software does not come with any warranty, all software sales are final.
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DAMAGE
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Damage - Any evidence of abuse, physical damage, mishandling, improper installation, tampering, or overclocking will void all warranties. We reserve the right to void your warranty if we find evidence of peer-to-peer file-sharing programs. There are serious risks associated with the use of these types of programs. Without your knowledge you could easily download code that permanently damages your hardware. You are asking for trouble and we consider this risky behavior as abuse.
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FAQs
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Do you warranty new hardware you install?
What if I buy new hardware from you and install it myself?
Can you process a manufacturer's warranty for me?
How long will I have to wait for warranty service?
Do you provide a warranty on used or discontinued hardware?
Do you offer refunds or exchanges on software purchases?
Why don't you offer refunds or exchanges on software?
Do you guarantee the on-going compatibility, stability, functionality, or performance of software you sell, install, repair or configure?
Why don't you offer a guarantee on software?
Can you provide an estimate or quote?
Do you guarantee your repair work?
How long do you guarantee your repair work?
Why only 7 days?
What is your return policy?
What happens when a warranty replacement is no longer available?
Do you warranty new hardware you install?
Yes. Thirty days exchange if a replacement is available, otherwise we will give you a full credit or refund. The manufacturer's warranty applies after 30 days. If a product fails during our warranty period, just bring it in and we'll either replace it if a suitable replacement is available, give you a credit towards another purchase, or refund* your money.
What if I buy new hardware from you and install it myself?
Then the manufacturer's warranty should apply. We warranty our work, not yours.
Can you process a manufacturer's warranty for me?
Only if the product was purchased from us. We charge a 1-hour fee to process a manufacturer's warranty, plus shipping, handling, taxes, duty, brokerage fees, and/or insurance if charged. Manufacturer's warranties are provided by the manufacturer, and we are not responsible for the manufacturer's response to any warranty claim.
How long will I have to wait for warranty service?
If replacement parts are readily available, we can usually have your system repaired within two or three business days. It may take longer if parts have to be ordered. We can't control the availability of parts, or how long it takes for the manufacturers to repair or replace a faulty product.
Do you provide a warranty on used or discontinued hardware?
Yes. We provide a 30-day warranty on most used and discontinued hardware, unless noted otherwise. If the hardware fails during our warranty period, just bring it in and we'll replace it if a suitable replacement is available, give you a credit towards another purchase, or refund your money.
Do you offer refunds or exchanges on software purchases?
No, all software sales are final.
Why don't you offer refunds or exchanges on software?
Software can be opened, installed, registered, updated, activated, copied, distributed, damaged and re-sealed. Because of this, once software has been sold, it must be considered used and cannot be resold. Also processes such as installation, activation, registration, validation, updates and hidden background processes often limit or prevent subsequent users from being able to use the software.
Do you guarantee the on-going compatibility, stability, functionality, or performance of software you sell, install, repair or configure?
No, software does not come with any guarantee.
Why don't you offer a guarantee on software?
To expect a system to remain problem-free is unrealistic. We do not make the hardware or software, and we have no control over how or where a system is used, or the abuse it's subjected to.
Can you provide an estimate or quote?
Yes, we can provide an estimate that's subject to change, but an exact quote may not always be possible. We have a history of providing accurate estimates, but because there are so many issues involved in providing computer services, it isn't always possible to foresee and account for every issue that may arise.
Do you guarantee your repair work?
We guarantee that the specific issue(s) addressed during service will be resolved, provided that the following has been satisfied:
a) We have been permitted to complete all diagnostics, scans & repairs
b) The integrity of the data & software provided has not been compromised
c) The hardware provided is compatible & functional
d) All questionable or faulty software & hardware has been removed or replaced
e) The hard drive has been formatted & the operating system has been re-installed
f) All sales and services have been paid for
How long do you guarantee your repair work?
If within 7 calendar days the identical issue persists, and it is determined by us that the issue persisted because of some oversight on our part, we may offer to try and resolve the issue again at no extra charge. This in no way implies any form of ongoing guarantee or warranty. If additional service is required to resolve an additional or new issue (a re-infected system, a new hardware failure, etc.), you will be required to pay for parts and services as required. We do not guarantee the compatibility, stability, functionality and performance of any software.
Why only 7 days?
We cannot be held responsible for things that we have no control over, so 7 days is generous. A system changes every time a computer is used. There are many things that can cause a system to change significantly and fail after it leaves our care. Removing, installing, updating, configuring, and changing software, hardware, and drivers makes significant changes to a system. Further to this, downloading infected e-mails, file-sharing, static, poor power and even surfing the internet can also cause a system to fail.
What is your return policy?
What happens when a warranty replacement is no longer available?
Computer technologies change so rapidly that occasionally a warranty replacement is not available. An item that you buy today may not be available 6 months from now. If an item fails while under our warranty, we will try and replace it. If a replacement is no longer available from our distributors, we will try to source a similar replacement. If a similar replacement costs more, you would only pay the difference, and any additional upgrades if required. There is no guarantee against obsolescence. If we cannot source a similar replacement from our distributors, we will offer a credit or refund for the faulty item.
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