FAQ - Frequently asked questions

  • I would like to make changes to the configuration. Can I do that?

    No configuration changes are possible for "Joule Force" PCs. For "Joule Performance", our customer advisors will be happy to help you personally. However, we reserve the right to restrict this offer depending on the situation and production capacity utilisation.
  • I would like to order a product from your website, but I do not have a delivery address in Switzerland, Germany or Austria. Is that possible?

    Unfortunately, we can only deliver direct orders with a delivery address in Switzerland, Germany or Austria. Our products are not yet available in all other countries.
  • Is it possible to order on account?

    An order on account requires an independent credit check and is generally not possible. Only in the case of frequent and repeated orders is it advisable to carry out such a check in order to simplify the ordering process.
  • Is payment by instalments possible?

    Payment by instalments is not possible with Joule Performance. However, some of our resellers offer this option.
  • How long do I have warranty?

    Gaming PC Nuke & Strike
    Warranty period: 2 years
    Guarantee form: Bring-in

    Gaming PC eSports & Rage
    Warranty period: 3 years
    Guarantee form: Bring-in

    Gaming PC Core & Craft
    Warranty period: 3 years
    Guarantee form: Pick-up & Return

  • Can the warranty be extended?

    This is only possible for PCs of the following series and only until the time of delivery.

    • eSports
    • Rage
    • Core
    • Craft
  • What does the guarantee form Bring-in mean?

    With the "Bring-In" guarantee, you send us the defective product by delivery service. We will then carry out the repair and return the product to you.

    Procedure:
    In the event of a warranty claim, you contact our support team by e-mail or telephone. We will create a service ticket and inform you of the return address. You then send the packaged product back to us by delivery service. The package must be clearly marked with the ticket number, which the support team will give you beforehand. The product will then be repaired and sent back to you.

  • What does the Pick-up & Return form of guarantee mean?

    If you have a "Pick-Up & Return" guarantee, we will collect the packaged product from you, carry out the repair and then return it to you completely free of charge.

    Procedure:
    In the event of a warranty claim, you contact our support team by e-mail or telephone. We will create a service ticket and arrange a collection date on which the courier will collect the packaged product from you and bring it to our service centre. The package must be clearly marked with the ticket number, which the support team will give you beforehand. The product will then be repaired and returned to you.

    If you have a Joule Performance PC from the "Core" or "Craft" series, a pallet transporter will come to collect the PC with a special transport box. In this case, the PC does not need to be packed.

  • How can I control the LEDs on my PC?

    Depending on the PC model and the installed mainboard, different programmes are required. The corresponding programmes can be downloaded via the links below or in part via the Microsoft App Store.

    For MSI mainboards, this can be done via the "MSI Dragon Center".
    For products with RGB lighting from Corsair (RAM, water cooling, fans), "iCue" is used (see tutorial).
    For Asus mainboards, this can be done via Asus Armoury Crate.

  • I would like to upgrade my PC at a later date. Can I do that?

    Yes, it is possible to send or drop off your PC for an upgrade without jeopardising the warranty. We will then give you a quote for what the desired upgrades, including service, would cost before we start working on it.

  • I have a problem with my PC, where should I report?

    If you have a technical problem with your PC, the best thing to do is to contact our customer service immediately using the product number ("PAXXXXXX-XXXX"), which is stuck on the back of the PC, via the contact form or by telephone (+49 61 884 47 9917).


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