Home > Support > Frequently Asked Questions

Frequently Asked Questions

Most Commonly Asked

  1. What degree of support accompanies each of your built to order computers?
  2. How can I know what kind of computer I need? I don't even know the difference!
  3. How much will it cost to ship a computer to me?
  4. What addresses can you ship to?
  5. Why should I order through Puget Systems instead of a larger company like Dell or HP?
  6. Where are you located? Do you have a retail storefront?
  7. Do you offer financing?
  8. How quickly can you get a computer system to me?
  9. What is a "burn in" process, and what exactly do you do?
  10. I found a part for cheaper than you are selling. Will you match that price?
Additional FAQ Categories

  1. About Puget Systems (4)
  2. Aquarium PC (14)
  3. Billing and Delivery Options (5)
  4. Consulting and Support (7)
  5. CPU (6)
  6. Hard Drives (8)
  7. New System Questions (5)
  8. Pricing (1)
  9. RAID (6)
  10. RAM (4)
  11. Shipping Times and Costs (2)


Q: What degree of support accompanies each of your built to order computers?

A: We understand that the best way to success is through completely satisfied customers. Your computer from Puget includes email and phone support for as long as you own the machine. It is our commitment to provide tech support to the extent that ensures the proper function of your hardware. While this includes resolving basic problems with your operating system, any help needed beyond this is not covered by our support. For complete warranty information, please see our warranty page.



Q: How can I know what kind of computer I need? I don't even know the difference!

A: A large part of every one of our sales is the initial consulting. The best thing you can do is to start by telling us what you will be using this system for, and if you have any preferences regarding the size, appearance, or noise level of the computer. That information, combined with a target budget for your purchase, will allow us to make a complete recommendation for you! We take great care to explain all of the choices to you, and to tell you why we recommend the parts we do. You may not know the difference right now, but it is our job to educate you enough that you can make an informed decision. We are always happy to work with you! Just send us an email to get started.



Q: How much will it cost to ship a computer to me?

A: In order to estimate shipping costs, we not only need your address, but we need to know the size and weight of your computer. Therefore, we really can't give a rate quote until you have a quote on file. The best way to get a pricing estimate on shipping is to put together a computer on our website and save it to your account. If you then go to "My Account" and view your saved configuration, there is a link that will show you all your shipping options and their costs.

Alternately, you can go to UPS.com and get a pricing estimate. We charge our shipping at cost, so the price you see there should be fairly accurate. Use Auburn, WA 98001 as the origin address.



Q: What addresses can you ship to?

A: Puget Systems can ship to any address in the US or Canada that can be confirmed by a credit card or checking account issued in either of those countries. When you submit payment, we check your address against the one(s) on file with your bank, and the two must match. If you would like to ship to an alternate address - one that is *not* on file with your bank - you have two options:

1) Give us the address that is on file with your credit card company. Then fax in a copy of your credit card (front and back) with your driver's license (front and back) and write out the address you would like the system shipped to. Our fax number is (425) 484-6208. Alternately you can take a picture of those items and email it in to your Puget Systems representative.

or the easier method...

2) You can call your credit card company and have them add that alternate address as an authorized shipping address (we will still need the billing address).



Q: Why should I order through Puget Systems instead of a larger company like Dell or HP?

A: Puget Systems enjoys a few advantages over our larger competitors. First, we're able to deliver a level of customer service that we think is unmatched in our industry. All of our staff, whether it be sales or support, is located in the United States. Every order is built by hand and reviewed on a case-by-case basis. Some of our competitors are simply too large to provide this sort of individual treatment.

Along those same lines, we believe our custom tailoring of systems gives us a large advantage over the competition. Rather than buying a generic off-the-shelf system, each system can be tweaked and adjusted by your sales consultant to match your needs. There's no reason you should pay extra for a fancy video card if you just don't need one!

We're very proud of our reputation, and have worked hard to earn it. For more information and reviews from other customers, visit our testimonials page.



Q: Where are you located? Do you have a retail storefront?

A: Puget Custom Computers is based in Auburn, WA -- just a few miles from the SeaTac airport. At this time, we operate as an internet business only, but you are welcome to stop by our office and chat! Without the cost of sales clerks, the monthly rent for a retail facility, and all the associated costs, we are able to greatly reduce our margins on every system we sell. This means lower prices for you. At the moment we are doing quite well in this position, and have no intention of opening a retail facility. It is our primary goal to provide quality systems and great customer service at the lowest possible prices.



Q: Do you offer financing?

A: Regrettably, we do not. We have found that our interest rates would not be competitive, so we have not pursued this option. We do however accept all major credit cards, money orders, checks, and government and educational PO's.

We can also accept PayPal, and they have aquired a financing company called BillMeLater. If you set up a PayPal account, or already have one, you may apply for credit through that program - and if eligible may then use that to purchase from us and make monthly payments.



Q: How quickly can you get a computer system to me?

A: In most cases, we can ship a computer system out in 5-7 days. Compare that with the average 10-15 days from most of our competitors! Depending on the shipping method you choose, this means that a computer can be at your door in the same week that you place your order! If you are in the Seattle area, you also have the option of picking up your computer from our Auburn, WA warehouse the moment it leaves production. If your order includes special order or low demand parts, it takes additional time. New! Click here for complete information on our delivery times.



Q: What is a "burn in" process, and what exactly do you do?

A: Anytime you use new computer components, you are subject to the effects of manufacturing defects, shipping damage, and many other possible sources of component failure. A "burn in" process stresses these components, so that if they are close to failure, we can make sure they break here so we can fix or replace them. It is much like the way Boeing puts huge stresses on aircraft wings before flying the aircraft -- if the wings have a defect and are going to fail, they want that failure to happen before the aircraft leaves the plant. So, a burn in is a way of ensuring that only hardware without defect leaves our facility.

What exactly do we do? The first tests we run are very targeted, and put a high amount of stress on individual components. Memory is tested with the utility from MemTest86.com, the CPU is tested at the same time (MemTest86 also stresses the CPU). The hard drive is tested with the manufacturer's factory certification utility. This all takes about 6 hours. Windows is then installed, and all driver updates are installed. At that time, we use a number of different benchmark programs. We stress video cards with applications like FurMark or a simulated video game. We test drives with CrystalDiskMark. We use a CPU stress test called Prime95, and several other system specific benchmarks depending on the hardware configuration. These utilities stress all aspects of your system simultaneously, and causes the system to run as hot as it can possibly run. This is when we monitor the temperature of your system to ensure adequate cooling. Most problems uncovered in our burn in process are found very early. Memory problems are usually found within 5 minutes, and temperature problems within an hour of the last step. Due to this fact, we feel that the testing we do is more than enough to ensure a great experience for you and your new computer!



Q: I found a part for cheaper than you are selling. Will you match that price?

A: There are many different types of computer sellers out there. Some sell only parts, some sell computers in bulk, and others sell custom computers with complete support. Puget Custom Computers is obviously the latter type! The other types of sellers, especially the types that just sell parts, have no labor costs, no time invested in consulting, no post-sale support costs. They don't have to build the system, test it, fix it, or support it. Because of those differences, a direct pricing comparison is not possible. If you find a part for a lower price, we cannot match the price. However, if you find a complete computer system with support for a lower price elsewhere, we do encourage you to approach us about it. Most often, the other company is using lower quality parts or is putting much less time into building the system correctly or supporting it.



Would you like to see a question and answer added to this page?
Email your question to us at !