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Customer Support Portal2022-01-11T11:48:32-10:00

Customer Support & Warranty

Frequently Asked Questions

How do I control the RGB effects of my PCGz Build?2021-12-22T18:42:38-10:00

RGB control software varies depending on the components used in your build.

For ASUS Motherboards and GPUs, you would use Armoury Crate.
For Corsair components, you would use iCUE.
For Lian-li devices you would use L Connect,
For EVGA GPUs, use Precision X1.
and for NZXT devices you would use NZXT CAM.

RGB software can be complicated so feel free to submit a ticket below or e-mail us at [email protected] if you need further assistance.

For advanced users looking to tinker with custom RGB effects and synchronize a variety of devices, check out SignalRGB – however we do not provide support for this software at this time and users should keep in mind it can cause problems if other RGB software is running simultaneously.

Why are your GPU Prices so much higher then MSRP?2021-12-22T18:48:05-10:00

Unfortunately we don’t have much control over pricing, since we don’t have volume contracts like Best Buy we cant actually get GPUs at reasonable prices direct from manufactures and instead have to acquire GPUs through various distributors and middle-men, so as our cost increases that unfortunately has to be passed along to the consumer.

A lot of this is a combination of ongoing supply and demand issues combined with general inflation in the economy. We wish we could sell GPUs at or near MSRP but unfortunately vendors have been unwilling or unable to provide parts to us at prices that would make that possible.

We always strive to provide the best price we can, but we recognize that the current prices are unfair to consumers in many cases and try our best to keep them as low as we can.

For a detailed explanation of all the factors involved in GPU pricing and current trends, checkout this excellent video by Hardware Unboxed.

When I press the power button on the PC, nothing turns on. No motherboard lights show2021-12-07T16:55:15-10:00

There are two power switches located on the PC:

1: The hard power switch is located at the back of the power supply where the power cable plugs into. Insure this is in the “ON” or “I” position before clicking the soft power switch

2: The soft power switch is usually located at the top and front most panel of the PC. Insure the hard power switch is turned on before using this button

 

Why does my graphics card have 1 or more fans that do not spin?2021-12-07T16:08:28-10:00

-The graphics card fans do not run while the card is idle. They will turn on when under use and needs to be cooled down accordingly.

– Some graphics cards will only use 1 or 2 fans until the temperature rises enough to kick on all fans available

Why is my Wifi connection so low, but my other devices have full Wifi bars?2021-12-28T17:15:51-10:00

Custom Gaming PCs do not have internal antenna’s, the external antenna for the motherboard needs to be installed. The antenna is located in your accessories box and screws into the back of the PC where the additional USB ports are located.    For more information, please see our Quick Setup Guide. 

What is the password for the computer?2021-12-28T17:18:48-10:00

PC Gamerz Game Ready and custom builds come only with a local admin account with no password by default.  If you are logging into your Microsoft account and it asks for the password, click enter with nothing as the password to proceed.

Why is my monitor black or blank when I power my PC on for the first time?2021-12-07T15:58:45-10:00

1: Insure that the HDMI or Display cable is plugged into the graphics card, not the motherboard.

2: The display cable needs to be inserted to the graphics card first before powering the PC on.

Quick Setup Guide

Need help plugging in your new PC Gamerz Build? see our Quick Setup Guide.

Still need help? Create a support ticket below.

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PC Gamerz Limited Warranty

As of 12/15/21

Warranty Coverage

“PCG Enterprises LLC” hereinafter referred to as our dba “PC Gamerz Hawaii”, offers a Limited Warranty that covers two years parts and labor on all of our “Custom Built” and “Pre-Built” (aka Game-Ready) complete PC systems.

PC Gamerz Hawaii limited warranty applies ONLY to the original purchaser of “Custom Built” and “Pre-Built” (aka Game-Ready) complete PC systems and its components for defects in materials or workmanship for a period of two calendar years from the date of purchase.

This limited warranty does not apply to individual parts sold at our physical retail location or our Online Store. Please refer to the manufacturers website for warranty support on these items.

Repair of Your Product

During this two year period, PC Gamerz Hawaii will repair or replace defective parts with new or reconditioned parts, at PC Gamerz Hawaii’s discretion, without charge. All original parts replaced by PC Gamerz Hawaii become sole-property of PC Gamerz Hawaii without exception . If equal replacement parts are not currently available PC Gamerz Hawaii will supply a temporary loaner part until replacement is available.

PC Gamerz Hawaii provides tech support for the original product and software installed by us for the “lifetime of the product” which is defined as 5 years from the date of purchase. “Tech Support” is defined as providing general guidance and answering technical questions about the system but does not include additional warranty support or labor beyond the initial two year limited warranty period.

Except as mentioned herein, PC Gamerz Hawaii is not liable for any loss, expense, inconvenience, or damage as a result of use or inability to use the device or any connected devices. If PC Gamerz Hawaii repairs or replaces a product, the warranty term is not extended.

Under no circumstances is PC Gamerz Hawaii liable for any cost exceeding the original cost of the product at time of purchase.

Warranty Conditions

An original receipt or proof of purchase is required.

The product’s unique serial identifier must not be tampered with or removed.

Purchaser is responsible for the payment, at current rates, for any service or repair outside the scope of this limited warranty.

This warranty covers only normal use of the products. It does not cover damage as a result misuse, abuse, or accidental damage to the machine including but not-limited-to manual over-clocking, crypto mining, improper hardware installation or modification, 3rd party software applications, illegal on-line activity, or general neglect. “Accidental Damage” includes but is not-limited-to exposure to liquids, fire, natural disasters and/or power irregularities like power spikes, surges, lightning strikes, brown outs or improper wattage or voltage.

No warranty will be extended for replacement parts

In the event that your computer is returned to PC Gamerz Hawaii for a warranty repair and no defect is found, you will be responsible for return shipping and/or current labor charges.

To Request Warranty

You must call within the applicable warranty period. Should your warranty be approved and verified, Company will issue a Return Merchandise Authorization (RMA) number, which is valid for fifteen (15) days. Product that is not defective will be returned to the sender with C.O.D. freight charges collect. You must ship the product shipping charges prepaid, and insure the shipment or accept the risk of loss or damage during shipment. Company will ship the repaired or replacement product(s) to you freight prepaid if you use an address in the U.S. Shipments to other locations will be made freight collect. For all shipments outside the domestic United States all import duties, taxes, and brokerage fees are not included in the producer price or shipping and handling cost and it will be collected upon delivery from the carriers ro certain packages. These charges are the recipient’s responsibility.

Shipping the Product

Ship the Product(s) back to Company in their original or equivalent packaging. Clearly mark the RMA number on the outside of the carton. NOTE: You are responsible for your software and data. Company is not required to advise or remind you of appropriate backup and other procedures. Company is not responsible for any lost data or software in your Product.

PC Gamerz Hawaii will not cover the cost of shipping (if required) components or complete system to us and the end-user is responsible for any applicable shipping costs to and from our facility for repair or warranty service.

If you have any questions or concerns regarding to this limited warranty, please email to us at [email protected]

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