Warranty

If something we repaired or sold you isn't right, bring it back. That's the whole policy in one sentence — the rest of this page explains how it works.

How long you're covered

The second-hand figure is worth a second look: six months on used gear is well beyond what's usual. One month is common in this trade, and even three is rare. We back what we sell, new or not.

Your rights don't depend on us

Under Australian Consumer Law you have guarantees that no business can take away, exclude or limit — including us. Goods must be of acceptable quality, match their description, and be fit for the purpose they were sold for. Services must be provided with due care and skill.

If something has a major failure, you're entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. If the failure is minor, we're entitled to repair it within a reasonable time — and if we can't, you can choose a refund or replacement instead.

Any warranty we offer sits on top of those rights, never instead of them.

Warranty is return to base

All warranty work happens in our workshop. That means the device comes to us — bring it to either store, or freight it in if that's easier. We don't do on-site warranty visits, and that applies wherever you are, the bay islands included: the computer needs to make the trip over, not just the phone call.

Custom built computers

When we build you a PC, we're selling you a finished machine, not a box of parts — so the warranty covers the machine as a whole. For the length of your warranty (12 months standard, up to 3 years if you took the extended option), everything is on us: diagnosis, labour and parts. You don't pay a diag fee, you don't pay bench time, and you don't chase a single manufacturer — we swap the faulty part and pursue the warranty claim ourselves.

How that plays out in practice:

• Common parts — memory, drives, power supplies — we generally just swap from stock on the spot and sort the credit out with our supplier afterwards. You're not waiting on a courier for a stick of RAM.
• Special-order parts — a high-end graphics card, say — have to go back to the manufacturer, which takes time. While your card is away we'll do our best to fit the best loan card we've got, then swap it back when your replacement or repaired part returns. We can't promise a like-for-like loaner every time, but we won't leave you staring at a machine with no video out.

Individual components often carry manufacturer warranties longer than the machine's — three years or more on a good power supply or drive is common. Once your machine's warranty has ended, those part warranties still count: we'll still claim the faulty part for you. But at that point the labour and diagnosis are chargeable, and you may be waiting on the manufacturer for the replacement. That gap — free part, paid labour, real waiting — is exactly what the extended 3-year warranty exists to close, and it's why we think it's the best value line on the invoice.

If something fails, don't start pulling it apart. Bring the whole machine in and we'll diagnose which component is at fault and claim it properly.

Repairs and workshop jobs

Work carried out in our workshop is warranted. The period that applies to your job is printed on your workshop receipt — if you can't find it, ring the store with your job number and we'll tell you.

Two specific cases worth knowing about:

• Virus removal. Manual removal isn't guaranteed, because not every trace can always be found. If an infection returns within a week of a manual clean, the $79 you paid is credited towards a full Windows reload.
• Data recovery. Recovery is never guaranteed. The $79 attempt fee is the most you'll pay if it can't be done.

Parts and products we've supplied

Anything bought from us is covered by its manufacturer's warranty as well as your Consumer Law rights. Bring it back to the counter you bought it from — you don't need to chase the manufacturer yourself, and you don't need to post it interstate. We handle the claim.

Testing an item still under warranty with us is free. The testing fee may apply where an item is returned as faulty and turns out not to be.

What isn't covered

• Accidental damage, drops, liquid, power surges and the like — these are insurance matters, not warranty ones. We can still repair them and write the report for your claim.
• Damage caused by work carried out elsewhere after we handed it back.
• Normal consumable wear — batteries lose capacity with use, and that isn't a fault in itself.
• Software problems caused after collection, such as a new infection.

Making a claim

Bring the item to either store with your receipt if you have it. If you don't, we can usually find the job on our system — we've been keeping records a long time.

There's no form, no online portal and no hold queue. Walk in and talk to someone.

Changed your mind rather than found a fault? That's a different page — see refunds & returns.