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Current as of 20 Jan 2025

Hardware Warranty &
Support Policy

Please read these terms of sale carefully before placing your order and retain a copy for future reference.

Comprehensive 3-Year Warranty Support Plans Details

Pro Standard:

Reliable Protection and SupportOur Pro Standard tier offers a strong foundation for your system for a full 3 years. You have the flexibility to use our paid Pro Rata service for onsite assistance. Our technician visits your location to troubleshoot, safely remove the affected component, and ship it to us. We manage the Return Merchandise Authorization (RMA) process directly with the manufacturer. Upon receiving the replacement, we ship it back to you.

  • Coverage: 3 Years
  • DOA Period: 7 Days
  • Process: Paid visiting and shipping charges apply for troubleshooting, RMA management, and onsite installation.
  • Resolution Time: 21 to 45 days, depending on the brand's schedule.
Pro Plus:

Complete Onsite Convenience The Pro Plus tier brings our expertise directly to your door with full onsite support for 3 years. A skilled technician visits your location to troubleshoot and safely remove the affected component. We handle all shipping logistics and the complete RMA process. Our technician returns to perform the final installation.

  • Coverage: 3 Years
  • DOA Period: 15 Days
  • Process: Includes onsite troubleshooting, part removal, full RMA management, and complete onsite installation with all shipping logistics handled by us.
  • Resolution Time: 7 to 21 days on average.
Pro Premium:

Advance Replacement for Maximum Uptime Designed for continuous performance, the Pro Premium tier provides our fastest resolution path. For 3 years, you receive expedited, advance-replacement service and fully included onsite support. We dispatch a replacement component to your location via priority shipping immediately upon diagnosing a hardware issue. Our onsite technician installs the new component and collects the original part.

  • Coverage: 3 Years
  • DOA Period: 30 Days
  • Process: Immediate priority shipping of replacement parts, followed by complete onsite installation and original part collection.
  • Resolution Time: Priority Shipping (1 to 3 business days).

Universal Benefits

  • Dead on Arrival (DOA) Protection: We take full responsibility for your system's initial performance. We treat any manufacturing defect within your plan's DOA period with our highest priority to ensure your system functions exactly as intended.
  • Lifetime Online Support: Every system includes Lifetime Online Support. Our expert online team remains available to answer questions and assist with remote troubleshooting even after your 3-year hardware warranty ends.
  • Turn Around Time (TAT): Expect your first response from our team within 1 to 2 business days.

Important Warranty Guidelines

  • Hardware Modifications: Your warranty covers the system exactly as we built it. To maintain your active warranty status, keep all components in their original configuration.
  • Physical Condition: Your warranty applies specifically to manufacturing defects and standard hardware failures. To qualify for replacement services, keep the system free from physical damage, accidental drops, or liquid spills.
  • Software & Operating System Scope: Your ProX PC warranty applies specifically to physical hardware. Software troubleshooting, operating system repairs, malware removal, and issues arising from third-party application conflicts fall outside of this hardware support plan. We are always happy to offer basic guidance, but full software management remains the user's responsibility.
  • Overclocking and Extreme Usage: We design and tune your system for optimal, stable performance right out of the box. Engaging in manual component overclocking beyond factory settings, custom BIOS flashing, or using the system for continuous high-load industrial tasks modifies the intended thermal limits and alters your warranty status.
  • Data Protection: We strongly advise backing up your important files regularly. Customers retain full responsibility for data preservation and security during any repair or RMA process.
  • Original Packaging Requirement: Safe transit is our top priority during any service request. Please retain your original chassis box and internal packing materials for the duration of your warranty. Utilizing the original, custom-fit packaging is required for any system relocation or return shipping to ensure your system travels safely.
  • Machine Relocation Policy: Always contact us before relocating your machine to maintain your coverage. We require the use of our approved logistics for safe transit. Choosing self-arranged shipping transfers all damage responsibility to the customer.
  • No Problem Found (NPF) Policy: Each customer receives up to two No Problem Found (NPF) diagnostic visits per year for issues stemming from external factors like localized electrical problems or software conflicts. A standard visit and service fee applies for a third NPF visit in a single year. Payment for this third NPF service visit keeps your warranty active.
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