Check your warranty, back up your data, update software, and bring your computer, power cable, accessories and receipt to the store. Expect up to 3 weeks processing time.
Computer giving you trouble? Whether it's startup issues, blue screen, or other problems, this guide will walk you through preparing for computer service and ensure a smooth and efficient process. Following these steps helps us diagnose and solve computer problems faster, which can save time and protect your important data. Don't worry – we'll guide you through each step and make the process as simple as possible.
Understanding Your Warranty
- All computers come with a two-year warranty
- Batteries and chargers have a two-year warranty
- Please note that user errors and software problems aren't covered by the warranty
Before Seeking Service
1. Try Self-Help Solutions
- Check the product's user manual for troubleshooting steps
- Visit the manufacturer's website for additional support
- Use our list of manufacturer websites to find the right support page
2. Contact the Manufacturer
- If self-help doesn't solve the problem, contact the manufacturer directly
- They can guide you and determine if your product needs professional service
- This step can often resolve issues without sending the computer for repair
Prepare Your Computer for Service
1. Confirm the Problem
- Make sure the problem isn't caused by user error or software issues
- These types of problems aren't covered by warranty and may incur service fees
2. Back Up Your Data
Important: You're responsible for backing up your data before service!
We may need to replace your hard drive or reinstall your system, which could lead to data loss.
- Save important files, pictures, and documents to an external hard drive or cloud storage
- If you need help, we offer a backup service for a fee when you drop off your computer
3. Update Your Software
- Make sure all software, especially Windows, is up to date
- Run a comprehensive virus scan (We recommend Norton or F-secure)
- This can sometimes solve problems, and if not, ensures your computer is ready for service
4. Gather Necessary Items
- Your computer and power cable
- All relevant accessories (e.g., external keyboard or mouse if they're part of the problem)
- Your original purchase receipt or a copy
Drop Off Your Computer for Service
- Visit one of our stores during opening hours
- Bring the computer and all items mentioned above
- Our team will assess your computer and start the service process
- If you can't be without a computer, ask about our loan product options
Service Process and Expectations
- Service can take up to 3 weeks, depending on the problem and required parts
- Some products are repaired in-store, while others are sent to our specialized service partners
- We'll contact you when the service is complete and your computer is ready for pickup
Additional Information
- For larger items like TVs or appliances, we have a separate service process
- If you need more information or help, visit us in-store or contact our customer service
Frequently Asked Questions
All computers have a two-year warranty. Batteries and chargers also have a two-year warranty. Please note that problems caused by user error or software issues aren't covered by the warranty.
Service can take up to 3 weeks, depending on the problem and required parts. We'll contact you when your computer is ready for pickup.
Yes, it's crucial to back up your data before service. We may need to replace your hard drive or reinstall your system, which could lead to data loss. You're responsible for backing up your data, but we offer a backup service for a fee if you need help.
Bring your computer, power cable, all relevant accessories (such as external keyboard or mouse if they're part of the problem), and your original purchase receipt or a copy.
In some cases, it may be possible to get a loan product, though this isn't always guaranteed to be available. Ask about this option when you drop off your computer for service.
Some products are repaired in-store, while others are sent to our specialized service partners. The location of service depends on the specific problem and necessary repairs.
If you can't find a solution through self-help resources, we recommend contacting the manufacturer directly. They can provide guidance and determine if your product needs professional service. If the problem persists, bring your computer to one of our stores for assistance.