FAQ - Frequently asked questions

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

  In the case of our ready-made systems, all the components are perfectly coordinated and available directly from stock (delivery time: usually 1 – 2 days). No changes can be made here.

  Additionally, many basic models are customisable using the Configurator. This is recognisable due to the ‘Configure now’ button. This allows you to choose the components yourself, and the system will be built especially for you (delivery time: 5 – 7 days if components are available).

  Find out more about the Configurator here: Our PC Configurator for your dream PC

• Is there a showroom where you can see the products and get advice?

  Yes, but a visit is only possible in consultation with a customer advisor. The showroom is located at Bösch 83A, 6331 Hünenberg. Currently, however, only the gaming chairs and prototypes of the Core and Craft PCs are on display.

  You can also try out our gaming chairs at MediaMarkt and Steg without making an appointment.

• 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 have my PC upgraded 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.

  Please contact our support team in advance if you with to upgrade your PC.

• Can I order even though I do not have a delivery address in Switzerland, Germany or Austria?

  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?

  Purchase on account is possible via the payment service provider "Klarna". For this purpose, "Klarna" must be selected at the checkout under payment options. For a purchase on account, a credit check is executed by Klarna in advance, on which we can have no influence.

• Is payment by instalments possible?

  Purchase on installments is unfortunately not possible in Switzerland. However, some of our resellers offer this option.

• Is collection an option?

  Collection directly from our production facility is possible under certain conditions:

  • Collection was arranged with one of our customer advisors BEFORE the order was placed. They will also give you details of the collection location and date, if possible.
  • You have paid for your order in full before collection.
  • The system is in stock. – Note the stated delivery times!

  Please understand that collection is generally not an option around very busy times (e.g. Black Friday or Christmas)
  

• Can I pay directly on the spot during collection?

  No, on-the-spot payment is not an option. Your order must be paid for in full by the time you collect it.

• How long is my system under warranty for?

  All of our system series have a standard warranty (see below). If you put together your system yourself in the Configurator, you can also extend your warranty and choose between different types of warranty.

  ______________________

  Standard warranty:

  Gaming PC FORCE
  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

  Streaming PC DARKSTREAM
  Warranty period: 3 years
  Guarantee form: Bring-in

  Streaming PC DARKSTREAM HYDRO X
  Warranty period: 3 years
  Guarantee form: Pick-up & Return

  Gaming LAPTOP ARES & ARGOS
  Warranty period: 2 years
  Guarantee form: Bring-in
  

• Can the warranty be extended?

  Yes! If you put together your system yourself in the Configurator, you can extend the warranty (up to three years) and choose between different types of warranty.

• 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.

  Process:
  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.

  Process:
  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.

• What does the Onsite Value type of warranty offer?

  With the ‘Onsite Value’* warranty, in the event of a defect a technician comes by prior arrangement and repairs the system directly on site, if possible. Prior arrangement is important so that our technicians can bring any required spare parts directly.

  Process:
  You report the warranty claim to us. We will send our technician to the site of the defective device, where they will carry out the repair. They do not necessarily use identical spare parts. Equivalent or successor components with identical or better performance values may also be used for the repair.

  
  *Available in Switzerland only

• What happens if a device arrives defective (is dead on arrival)?

  If a device is defective right from the start (i.e. is dead on arrival (DOA); requirements in the terms and conditions), we will of course make it our mission to resolve the problem for you as quickly as possible.

  Standard models and built-to-order (Configurator) models:
  After reporting the damage, the customer receives a label with the return address and sends in the device. Depending on the type of damage and repair options, the customer will receive either a) the purchased device back in working condition; b) an equivalent replacement device if repair is not an option, or is not an option within a reasonable period of time; or c) a credit note in the amount of the full purchase price if repair and replacement are not an option.

  Return, repair or exchange and return delivery are naturally free of charge for you.

  Models with custom water cooling:
  After reporting the damage, the device will be collected on site (pallets dispatched through a delivery company). An express repair is carried out, and the device is tested to ensure it is working. The device is returned to the customer.

  Collection, repair and return are naturally free of charge for you.
  

• 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 (041 785 12 13).