Support

Contacts:

Hotline: 03 9043 3893
Support: support@aftershockpc.com.au
Service Center : 298 St Kilda Rd, St Kilda, Victoria 3182

You may also contact our staff via the chat system on our website during working hours.

 

Operational Hours:


Tuesday to Friday - 11am to 7pm
Saturdays - 12pm to 5pm
Monday, Sunday & Public Holidays - Closed

 

Support Information

 

We believe that service and support is extremely important when buying a custom performance PC.   When you build a system with us here at Aftershock PC, we will endeavour to do much more than just help you choose your customisation options. We want to be there with you all the way through the life span of your performance PC, to ensure that your experience with our systems is nothing but stellar.

Every system sold by us will be covered not just by our 2 year hardware and parts warranty.  The parts warranty can be extended to up to 3 years.  You can also upgrade from Carry In (you organise/pay to get it here and back) to Pickup and return (we organise/pay to get it here and back).

Team AFTERSHOCK believes that warranty and after sales service is not just about repairs, but also helping to user to maintain their systems in top fighting form. We encourage users to bring their systems down to our service centre once in a while for a free clean-up as well as a free system check to ensure that your system is always in tip top condition.  Please give us notice first as our technicians can get extremely busy.

Service Procedures

If your purchased AFTERSHOCK product has any issues, please proceed with the following:

  1. Email us at support@aftershockpc.com.au
  2. Provide your Name, Address, Contact Number, Order/Invoice number and Warranty Serial Tag.
  3. Describe what the problem is.  Where possible provide screenshot or video proof to help us diagnose
  4. If the problem cannot be resolved over the phone / mail, we may need to get it into the service center

AFTERSHOCK will, at its option and to the extent permitted by law:

(1) repair the Product (using new or refurbished replacement parts);

(2) replace the Product with a product that is new or which has been manufactured from new or serviceable used parts and is at least functionally equivalent to the original product; or

(3) issue a partial refund of the original purchase price of the Product, if for some reason, the Product cannot be repaired or replaced—provided you return it during the parts warranty period owned.

Drivers

We are in the mist of upgrading our Drivers support webpage to serve you better.

Do email our support team at support@aftershockpc.com.au to request for your system drivers.

We apologise for any inconvience caused.  

Warranty Info

Definition of Terms

Product – Refers to any hardware manufactured for or by AFTERSHOCK PC bearing the "AFTERSHOCK" trademark, trade name, or logo that is purchased directly from AFTERSHOCK PC.

Original Purchaser - any consumer that purchases and has possession of a Product directly from AFTERSHOCK PC

End User - the ultimate consumer of the Product and constitutes anyone who owns and uses an AFTERSHOCK Product.

Date of Original Retail Purchase - the date the Original Purchaser bought the Product from AFTERSHOCK PC

Scope of Warranty

AFTERSHOCK PC WARRANTS this AFTERSHOCK hardware Product against defects in merchandise and workmanship for a period of ONE (2) YEAR from the Date of Original Retail Purchase., unless additional parts or labour warranties are purchased, which may extend the terms of warranty to include the replacement of parts for a total of up to 3 years.

AFTERSHOCK PC warrants the original purchaser that any part of the hardware system, excluding software, documentation and similar terms will be free of defects of both workmanship and materials for the warranty period included with the purchase. (Starting from date of collection or delivery.)

a) Coverage

AFTERSHOCK PC warrants the original purchaser that any part of the Product, excluding software,documentation and other peripherals, will be free of defects of both workmanship and materials for the warranty period include with the purchase. The date of warranty coverage starts from the date of collection or delivery of the Product.

During the product's warranty period, AFTERSHOCK PC will repair or replace defective hardware for defects specified and found in the Product. This will be done without any labour charge (free of charge) and cost of parts will also be provided free of charge during the warranty period. Parts may not be the same but will be equivalent or slightly better.

AFTERSHOCK PC shall, under no circumstances, be liable to provide warranty service for products that have been damaged by accident, abuse, misuse or misapplication, for example unauthorized overclocking. This also applies if the Aftershock PC service tag has been removed or defaced or if the product has been modified without written agreement from AFTERSHOCK PC.

Any replacement parts will be warranted to be free of defects of workmanship and material for 3 months from time of replacement, or for the remainder of the warranty period of the AFTERSHOCK Product it is replacing (whichever is longer).

b) Dead Pixel Policy

AFTERSHOCK PC warrants no dead or partially lit pixels for the first 3 days after purchase (from collection or delivery date). Following which the usual Dead Pixel Policy will hold. AFTERSHOCK PC will replace the LCD of a notebook that is under warranty, if there are either 6 or more dead (black) and/or hot (coloured) pixels or a combination of the two types of defective pixels that total 6 or more.

c) Procedure

If a defect is found in a purchased AFTERSHOCK Product, contact the AFTERSHOCK service centre by email (support@aftershockpc.com.au). 

If the AFTERSHOCK service centre is contacted through telephone or email, AFTERSHOCK PC will provide guidance to diagnose or solve the problem.  Where possible we try to remotely fix the problem.

If the problem cannot be resolved over the phone / mail we will require our techs to phsyically work on the machine.  If you chose a carry in warranty the User will be responsible to either carry in the Product to our Service Centre or to mail it in.  If you chose Pickup & return, Aftershock will organise a courier to pickup the PC at no cost the the user.  We will also organise delivery once the issue has been fixed.

For such warranty claims, the following details are required - Name, Address, Contact Number, Order Number and Warranty Serial Tag.

AFTERSHOCK will, at its option and to the extent permitted by law:

(1) repair the Product (using new or refurbished replacement parts);

(2) replace the Product with a product that is new or which has been manufactured from new or serviceable used parts and is at least functionally equivalent to the original product; or

(3) issue a partial refund of the original purchase price of the Product, if for some reason, the Product cannot be repaired or replaced—provided you return it during the parts warranty period owned.

Diagnosis will typically be within 1-2 business days - we will let you know the expected time frame for any repairs or replacement parts

 

AFTERSHOCK PC'S Limited Warranty Obligations

Items such as BATTERIES, AC ADAPTERS AND EXTERNAL ACCESSORIES SHALL BE CLASSIFIED AS CONSUMABLE PARTS. THE WARRANTY PERIOD FOR BATTERIES AND AC ADAPTERS IS LIMITED TO ONE (1) YEAR FROM THE DATE OF ORIGINAL RETAIL PURCHASE.

In the event that AFTERSHOCK PC decides to refund (the value of ) or replace the product, the term of this warranty shall expire as of the time of that refund or replacement.

No AFTERSHOCK PC agent or employee is authorized to make any modification, extension or addition to this warranty. If any term is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.

EXCEPT AS PROVIDED IN THIS WARRANTY AND TO THE EXTENT PERMITTED BY LAW, AFTERSHOCK PC IS NOT RESPONSIBLE FOR DIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES RESULTING FROM ANY BREACH OF WARRANTY, OR UNDER ANY OTHER LEGAL THEORY, INCLUDING BUT NOT LIMITED TO: LOSS OF USE; LOSS OF REVENUE; LOSS OF ACTUAL OR ANTICIPATED PROFITS (INCLUDING LOSS OF PROFITS ON CONTRACTS); LOSS OF ACTUAL MONEY; LOSS OF ANTICIPATED SAVINGS; LOSS OF BUSINESS; LOSS OF OPPORTUNITY; LOSS OF GOODWILL; LOSS OF REPUTATION; LOSS OF, DAMAGE TO OR CORRUPTION OF DATA; DOWNTIME; OR ANY INDIRECT OR CONSEQUENTIAL LOSS OR DAMAGE HOWSOEVER CAUSED INCLUDING THE REPLACEMENT OF EQUIPMENT AND PROPERTY, ANY COSTS OF RECOVERING, REPROGRAMMING, OR REPRODUCING ANY PROGRAM OR DATA STORED IN OR USED WITH AFTERSHOCK PC'S PRODUCTS, AND ANY FAILURE TO MAINTAIN THE CONFIDENTIALITY OF DATA STORED ON AFTERSHOCK PC'S PRODUCTS.

Transferability and availability of AFTERSHOCK Warranty

THIS WARRANTY MUST BE PURCHASED BY THE ORIGINAL PURCHASER WITHIN NINETY (90) DAYS OF THE PURCHASE DATE OF THE PRODUCT AND MAY NOT BE PURCHASED THEREAFTER.

THIS WARRANTY COVERS THE PRODUCT AND TRANSFERS WITH THE PRODUCT

Cancellation

WARRANTY EXTENSIONS MAY ONLY BE CANCELLED BY THE ORIGINAL PURCHASER WITHIN THIRTY (30) DAYS OF THE PURCHASE OF THE EXTENSION, PROVIDED THAT NO WARRANTY CLAIMS HAVE BEEN PREVIOUSLY MADE ON THE PRODUCT.

Governing Law

This warranty agreement and any sales shall be governed by the laws of Australia. The courts of Australia shall have exclusive jurisdiction over any action at law or equity arising out of or relating to these warranty terms or the website.

FAQ

What is the usual turn around time for an Aftershock Laptop?

The usual turn around time for ordering an AFTERSHOCK laptop is 2 to 7 business days. Check with us for an estimated time when you make your purchase. If you required the system faster, kindly let our staff know and we will be happy to assist to the best of our ability.

 What is the usual turn around time for an Aftershock Desktop?

The usual turn around time for an Aftershock desktop is 7 to 10 business days. Water cooled open loop systems and complex builds typically take longer and will require a lead time to be quoted by our staff. 

Is Global Shipping Available?

AFTERSHOCK does ship globally. Please contact our sales staff to get a delivery quote and the shipping options provided.

What payment methods does AFTERSHOCK support?

 Australian Cusomters

As shown on the prices on our website, we support direct deposit, cash payment,  EFT, Credit Card payments, Layby (where approved) and now Zip. Please do note that the base prices on our site are for cash /direct deposit discounted prices.  This is to allow us to bring the best prices to our customers should they so choose.

Direct bank transfers are accepted but please do note that these have to be cleared before collection or delivery will be allowed. Do note that bank transfers between different banks can take around 3 working days or more (We use ANZ).

Overseas Customers

This must be arranged directly with our staff to determine the most appropriate option. Do note that for both stages (system building / delivery), actions will only commence after we have received the payment.  Direct Deposit is preferred.

My system is out of warranty do I still get any support?

AFTERSHOCK PC provides free life time service support for original purchasers of our  PC's. So if your warranty has expired you may call or email our support staff for assistance. (Note: Cost price for parts and labour will still be charged if your parts warranty has expired and we need to work on your system)

How does AFTERSHOCK support upgrading of systems? Does AFTERSHOCK PC buy back any old components?

AFTERSHOCK PC will support any upgrading of systems provided we still carry the parts / the parts are technically compatible. No Service Charge will be charged to our customers for any upgrade services except in complex situations. Please contact our sales team for any upgrade requests.

AFTERSHOCK PC does not buy back used components, however we may be able to trade in your old PC / laptop. Please get in touch to see how we can help with this.

Where are AFTERSHOCK PC's assembled?

All AFTERSHOCK PC's are assembled and shipped from Melbourne, Australia and are covered by our limited liability warranty.

What is included in the AFTERSHOCK laptop package?

Our AFTERSHOCK standard laptop package includes the following:

Laptop
AC Power Adapter
Power Cord
LI-ION Battery
Windows OEM key (if Windows is chosen upon purchase)

Are there any additional taxes when purchasing from AFTERSHOCK?

AFTERSHOCK PC is based in Australia. We are GST registered and all web prices are inclusive of Australia's 10% GST.

Overseas customers (Exports)  are not subjected to Local Taxes, speak to a sales representive for details. Overseas customers stopping by in Australia for a temporary period of time for a collection can also do a GST refund at the airport when leaving Australia.

This does not include any possible import duty if the buyer choses international shipping to other countries. AFTERSHOCK will not be responsible for other countries’ import duty, though we will endeavour to assist in working with you to clarify things with any required authority. Do contact our sales team if you have any further queries about this.

How may I reinstall drivers after reformatting my system?

Video drivers may also be updated by NVIDIA or AMD since the time of your purchase. You may get latest drivers from our website below, or from their respecive sites, but do make sure to make sure to select the proper video card series when downloading from official sites. Please contact us for any driver queries.

Our Site

NVIDIA

AMD