The Puget Custom Computer System warranty is one of the most comprehensive in the custom pc industry.
- We pay for shipping costs for the first 30 days of computer system warranty
- All computer systems come with lifetime tech support and labor services
- We DO NOT outsource our customer service!
The Puget Systems warranty protects all our custom made to order computer systems against defects in materials or workmanship for the duration of the warranty. Unless otherwise noted, each computer system comes with lifetime labor warranty and one year parts warranty from the date your computer ships. Extended warranty upgrades are available for purchase with complete computer systems to extend the duration of the parts warranty. All claims for warranty service must be made during the term of the warranty. Your warranty and return policy begin on the day we ship your order. After your warranty expires, it is important to note that many of your components will still carry a manufacturer warranty (e.g., most memory carries lifetime manufacturer warranty). Once your warranty expires with Puget Systems, you must deal directly with the manufacturer to obtain warranty service for a component.
Technical Support / Labor Warranty
Every Puget Custom Computer includes lifetime technical support and labor warranty. This includes labor costs for upgrades purchased through Puget Systems, should you wish to make upgrades to your computer. This warranty is transferable to a new owner, should you resell your computer. See the "Limitation of Liability" section below for exceptions to this coverage. You must have your invoice number to obtain technical support. Technical issues are handled via email and phone. The primary method of communication is email. We are open M-F, 9am - 6pm PST, and are closed on the weekends and major holidays. Tech support for operating systems is limited to aspects directly related to hardware functionality. Support for other operating system features must be obtained through other channels. We do not provide technical support for parts store purchases. We can only provide a minimal level of support for special order parts, since we don't have as much experience with them and we have not put them through the extensive qualification processes our normal parts go through.
Since most problems occur early in the warranty term (e.g., due to shipping damage), Puget Systems offers an outstanding shipping warranty for the first 30 days, during which time we will pay for shipping in both directions when we determine it is necessary to bring the machine back for repair. The shipping method used will match the transit time of the shipping method you ordered. i.e., if you order your computer with overnight shipping, we'll cover overnight shipping to get it here and back for repair. We use UPS for all return shipments. After 30 days you are responsible for shipping costs to Puget Systems, and if still under parts warranty, Puget Systems will cover the cost of returning your computer to you via UPS Ground. If faster shipping service is desired, you may elect to pay for an upgrade to a faster method. This shipping warranty is not included with orders picked up locally or with orders shipped outside the US.
If a component fails or is found to be defective and is reported while under warranty, Puget Systems will repair or replace the defective part with new or reconditioned parts at our option. If an exact replacement is no longer available, or if a superior substitute is available, we may install a part that has similar or greater overall performance at our option. If you are capable of swapping out the part yourself, we can send a replacement part out to you as an advance RMA (cross-shipment). The replacement part we send will include a return shipping label you can use to return the defective part to us. This advance replacement must be secured by credit card. If the defective part is not returned within 15 days from the time the replacement part is shipped, your credit card will be charged for the value of the part. With all advance RMAs, Puget Systems is not responsible for any damages stemming from improper installation of the new part. It is your responsibility to know how to safely work with the hardware you are replacing, and if you do not have that knowledge or experience, you should not attempt to swap out a part on your own. Component purchases and special order parts are not eligible for advance RMA. Warranty service for all peripherals (monitors, speakers, external equipment) is provided by the manufacturer of the component.
Return for Repair
Desktop and server computer systems are generally repaired within 10 business days after we receive delivery. If any replacement parts needed are not in stock, that may add to the total time needed to complete the repair. Any notebook repairs which involve the system board, chassis, or LCD will require a minimum of 10 business days.
When return shipping costs are covered by our shipping warranty, we will cover shipping costs through one of the procedures below. Shipments sent to Puget Systems outside of these procedures are not eligible for this coverage, and will not be reimbursed.
- We issue an electronic return label, which we email to you. Print out this label, and take your computer (boxed and ready to ship) to any local UPS counter, and the computer will be shipped to us at no cost to you.
- We issue a UPS pickup request. UPS will show up at your door with a return label to pickup the computer, which should be packed and ready to ship. We have no control over what time of day UPS will arrive, but they will make 3 attempts (1 per day) if you are not there.
All shipments to Puget Systems must be properly protected in original packaging materials, and must include a RMA number clearly written on the outside of the box. Systems sent in for repair must include all cables, disks, and adapters. Puget Systems is not responsible for damage caused by improper packing. Any time you ship a computer to us, you MUST pack the computer properly. Computers should be double boxed, with at least two inches of packing material between the boxes. If you ship a computer back without original packaging materials, you will be charged for replacement packaging materials, as the machine is much more likely to be damaged without them.
|ALWAYS SAVE YOUR BOXES! Over 90% of the shipping damage we see happens when the customer throws away the original packaging. It is incredibly difficult to ship a computer without the original box and packaging! We have designed custom shipping materials for our most popular computer cases. Specially made foam and boxes provide superior protection during shipping for these models! Click here for more details. Replacement custom packing materials are available for purchase if you have thrown yours away, but they can be expensive to ship to you due to their size.|
Computer Repair Guarantee
Our out-of-warranty repairs and Seattle computer repair services carry a 30 day guarantee on our work. New or different symptoms do not apply to this guarantee.
Refunds / Returns
Puget Systems bills all orders at the time the order is placed. Within 30 days of the shipment of your order, you have the option to return your hardware for refund. Due to the high amount of labor involved in our services, as well as other unrecoverable costs, there is a $50 charge for any change made to orders already in progress, and all refunds and cancelled orders are subject to a 15% restocking fee. All returned hardware must be undamaged and in as-new condition, in original packaging. Opened or activated software is not eligible for return. After the 30 day term, the system or components can only be returned at the discretion of Puget Systems, at the current value of the hardware minus a 15% restocking fee. Shipping costs are not refundable, and you are responsible for shipping costs to return a system. Refunds may take up 2-4 weeks to be processed. Special order items (parts not listed on our website, but are added by request to a quote), services, and peripherals (monitors, keyboards, mice, speakers, etc.) are not eligible for return. Quantity orders and orders of $8,000 or more are not eligible for return.
Components purchased from the Puget parts store carry a 30 day guarantee. If a component fails or is found to be defective and is reported during this term, Puget Systems will accept a return for full refund, minus shipping costs. Component purchases returned for any other reason carry our standard 15% restocking fee. Component purchases do not include technical support, labor warranty, or shipping warranty.
On our laptops, we maintain an industry leading standard acceptance level of 3 defective bright/dark pixels. If your screen has more than 3 defective pixels during its warranty term, we will replace it under warranty. LCD monitors purchased from Puget Systems are warrantied by the manufacturer with their individual dead pixel policies.
We would like to draw your attention to some key policies affecting customers outside the United States:
International customers are responsible for all brokerage fees, taxes and import duties. Puget Systems is not in any way involved with determining or collecting those costs. These costs vary greatly by location, so we cannot tell you how much cost to expect, but your local government can provide this information. Your shipping carrier will communicate your final costs for collection just before delivery.
International customers are responsible for all shipping costs, including any warranty repairs or part replacements. Puget Systems is proud to be able to offer our PCs internationally, but the high costs of shipping mean that we can only service other countries to individuals who are willing to accept the risk of these costs.
If your PC arrives with physical damage, immediately take pictures and report the damage to your shipping carrier. Puget Systems can assist you with this process, but the more careful you are to document the damage, the more likely that you will have a smooth process in filing a damage claim with the carrier.
Our customer service hours are from M-F, 9am - 6pm PST (Pacific Standard Time). We are based in the United States, in Seattle WA, and operate during standard business hours for our region.
No special order parts are allowed on international orders. We take great care to qualify and test our product line. The risk of problem associated with parts we have not qualified it too great when working internationally.
No peripherals are allowed in countries that do not use 120V/60Hz power. Our PC and laptop power supplies can switch to 200V/50Hz, but most peripherals are hard set to local power systems, so we require you purchase those items locally.
The power cords we provide are for US style wall sockets only. If you require a different style power plug, you must source that cable locally.
Puget Systems is not responsible for damages or costs that are the result of accidents, misuse, disaster, or abuse of your computer. Modifications, overclocking, BIOS or firmware updates, or repairs made to your computer system by anyone other than Puget Systems will void your warranty if not cleared through a Puget Systems representative. Most all modifications will be approved, but we need this aspect of control in order to prevent unnecessary damage. Puget Systems is not responsible for any losses or complications that arise as a result of a computer failure or a delay in the production or repair of your system.
Should you have other questions or concerns about these warranty policies, please call us at (425) 458-0273 or send an email directly to our president at .