Aftersales Computer Support & Warranty Information

Contacting our Support Staff

Existing customers may contact Support staff via email on technical@pcmarket.com.au or via phone on 1300 726 825 (local call) Monday to Friday 10am to 6pm. (Excluding Public Holidays)

Warranty Procedure

All systems sent back to PCMarket for repair or replacement must have an RMA number assigned to them or your parcel may be rejected. A technical support staff will assign you an RMA number after your system has been diagnosed as faulty. To have a problem diagnosed please call technical support on 1300 726 825 or via email at technical@pcmarket.com.au

Computer Studio Warranties

We offer 2 levels of warranty.
Our Standard default warranty covers systems for a one year period, the warranty covers parts and labour for a one year period and return shipping to the customer from PCmarket. Under the standard warranty shipping costs incurred returning the system for warranty repair will be the responsibility of the customer. Email and Phone support are provided for the one year period.
Our Priority warranty covers systems for a three year period. The coverage includes parts, labour and shipping of the system from and back to the customer. Should you encounter a serious problem related to hardware failure which cannot be solved over the phone or email, PCMarket will arrange and pay to have your system picked up, repaired and returned to you. Additionally lifetime technical support is provided as long as you remain the owner of the system.

What is covered in the warranty?

Parts included in the warranty are: Motherboard, Processor, CPU Cooler, Memory, All Drives, Video Card, Case, Fans, Expansion Cards, Power Supply and any input device purchased from PCMarket. Physical damage by the user is not covered under any circumstance.

Parts that typically come with their own manufacturer warranty are: Monitors, Speakers, Printers and Power Protection Products. These should be warrantied direct to the manufacturer. If you require assistance with contacting the manufacturer please do not hesitate to contact us. The Priority Warranty shipping does not apply to these items.

Can I upgrade the computer system myself?

In brief: Yes it is permitted as long as we are aware you are making the change and it is noted in our system.
Opening and Disassembling of the computer system may void the technical support service and warranty. Please contact technical staff before performing such activities so we may note this down on your records. Should a system failure be found to be caused by parts installed or uninstalled by customers, to which PCMarket were not notified of prior to installtion, repair will not be covered by the warranty.

My System is out of warranty. Can i still call for help?

Yes, we provide phone and email support on out of warranty systems at no charge. If any parts and labour are required to repair the system you will be advised of the cost.

Who pays for shipping?

Under the standard warranty shipping costs incurred returning the system for warranty repair will be the responsibility of the customer. Customers who elect to have the Priority warranty have the shipping and associated costs covered by PCMarket.

Warranty Exclusions

PCMarket cannot be responsible for warranty repairs on misused or abused equipment. Should damage occur due to improper installation of parts, software, viruses or other action by the customer, repair under warranty may not be authorised. PCMarket will not authorise warranty repairs to equipment damaged by power surges caused by external wiring. If any repair needs to be performed outside of the warranty the customer will be notified of fees for labour and parts that will be charged.

Loss of Data

PCMarket cannot be held responsible for any loss of data due to hardware failure, electrical failure, software failure or virus infection. PCMarket cannot be held responsible for any data sent to us on repair as such back ups devices are offered and always recommended.

How do I run the system restoration?

Please note that running the system restoration will wipe all data on the hard drive and restore the system to the original clean Windows installation. Any important data should be backed up prior to running the recovery. Please contact technical support before proceeding with the restoration.

What utility software do you recommend?

The only utility software we recommend are virus scanners, firewalls, and anti-spyware programs. Mcafee, Symantec and Trendmicro make popular anti-virus programs which have a subscription for updating to new viruses. Grisoft also has a free version of their AVG anti-virus available at http://free.grisoft.com. Do not install multiple anti-virus programs simultaneously as they conflict with each other.

We find the Windows firewall provides sufficient firewall protection if you are not running a router on your network.

Our preferred anti-spyware utilities are Lavasoft Adaware (http://www.lavasoftusa.com).

It is strongly recommended to NOT use utilities such as Norton System Works, Norton Utilities etc. The install unecessary software on your computer and are of the cause of system instability and poor performance.

Should I Update my BIOS and How do I update my BIOS?

Updating the BIOS should only be performed when the new BIOS version fixes a problem you are having. Please contact our technical support if you are thinking of updating the BIOS. Please note that updating the BIOS is not without its risks. An imcomplete or inproper update of the BIOS can result in a non booting system. The is generally not covered under warranty.

Should I update the drivers on my computer?

As you've probably heard many times, If it's not broken, dont fix it. If your system is running perfectly, installing a driver update may result in new problems. Driver updates rarely provide any significant increase in performance and should only be updated when they are providing you with a fix to a problem you may be having.

Why is my hard drive size smaller than advertised?

The true size of 1 gigabyte is actually 1,073,741,824 bytes. Hard Drive manufacturers define 1gigabyte as exactly 1,000,000,000 bytes.

For example to obtain the true size in gigabytes of a 250GB hard drive you must divide the manufacturers size in bytes by the number of bytes in a gigabyte. ie. 250,000,000,000/1,073,741,741,824 = 232.83

Should I keep the shipping boxes and packing materials?

YES! It is recommended you keep the original box and packing materials. For shipment to and from our facilities all systems must be in original box and packaging.