Zoostorm Technical Support and Warranties


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Zoostorm Technical Support 

Thank you for purchasing a Zoostorm computer. Although we do our best to ensure the quality of every computer, we are sorry that you may be having an issue with yours. You can however try the simple resolutions on this page to help resolve your issue. In case you have your Zoostorm Manual to hand, some of these options are already documented here.

Whilst running through the options below, please keep notes on any messages or warnings that appear. This will help out technical support staff diagnose any potential issues, should the need arise to contact them directly.

If you need to contact support, please ensure you are by the unit and have your serial number to hand before calling. This will ensure we can deal with your support call as efficiently as possible.

 

Windows 8

 

Windows 8 Check Disk

  • Move the cursor to the top right corner of the screen to bring up the charm bar.
  • Click on the power icon, then hold the shift key on the keyboard and at the same time click Restart.
  • Click on Troubleshoot
  • Click on Advanced Options
  • Click on Command Prompt and login.
  • In the Command Prompt, type in ‘chkdsk c: /r’ without the ‘ marks
  • Leave this test to run and see if it gives any errors such as Bad Sectors. The last error (error 50) can be ignored.
  • Repeat this test with this command in ‘chkdsk d: /r’ and again, see if there are any bad sectors at the end. (Roughly 7 lines up from the bottom)
  • After this, please try the unit again to see if the fault is resolved.
  • If any bad sectors appear, please inform us immediately as the test will have failed.

 

Windows 8 Memory Test


To run Windows Memory Diagnostic, please follow the below.

  • On the start screen, search Memory Diagnostic Tool
  • Press Enter to begin the test
  • When you have the blue screen, please press the F1 key for options
  • Select Extended from the list using the down arrow key
  • Press the Tab key to select Pass Count
  • Change the Pass Count to 20
  • Press F10 to save changes
    • Keep an eye on the unit every hour or so to make sure it does not fail the test.

 

The test usually takes approximately 1 hour per GB of memory, per pass e.g. 2GB of memory will take 4 hours. Please run the test for 2 complete passes.  If the machine gets stuck at 21%, please do not worry. This is due to this part of the test not being able to update the screen, and this is quite normal.

 

Windows 8 Refresh via Failover

If you cannot access your Windows 8 Operating System, please follow the below guide to refresh by using the Auto Failover option. To do this, please follow the below guide:

  1. Turn the unit on
  2. When you see the spinning circle on the screen, please turn the unit off by the power. If you have a laptop please remove the battery and disconnect the charger to turn off.
  3. Repeat this twice more
  4. On the fourth time, please leave it to start as normal
  5. This should come up with the Autofailover options. Select Advanced from here
  6. Choose Refresh Windows, follow the on screen prompts and leave to complete. ***This will remove all user installed programs/drivers from the machine and reset it back to its factory settings. All data should still be intact.*** 

 

Windows 8 Reset via Failover

If you cannot access your Windows 8 Operating System, please follow the below guide to reset by using the Auto Failover option. To do this, please follow the below guide:

  1. Turn the unit on
  2. When you see the spinning circle on the screen, please turn the unit off by the power. If you have a laptop please remove the battery and disconnect the charger to turn off.
  3. Repeat this twice more
  4. On the fourth time, please leave it to start as normal
  5. This should come up with the Autofailover options. Select Advanced from here
  6. Choose Reinstall Windows, follow the on screen prompts and leave to complete. ***This will remove all data from the machine and reset it back to its factory settings.***

 

Windows 8 Refresh via Login Screen


If you cannot access your Windows 8 Operating System, please follow the below guide to refresh by using the power option at the Login Screen. To do this, please follow the below guide:

  1. Turn the unit on
  2. When you’re at the login screen, click on the Power Button on screen, hold the left Shift key and click on Restart at the same time.
  3. On the Troubleshooting screen that appears, click on Troubleshoot
  4. Choose Refresh Your PC, follow the on screen prompts and leave to complete. ***This will remove all user installed programs/drivers from the machine and reset it back to its factory settings. All data should still be intact***

 

Windows 8 Reset via Login Screen


If you cannot access your Windows 8 Operating System, please follow the below guide to reset by using the power option at the Login Screen. To do this, please follow the below guide:

  1. Turn the unit on
  2. When you’re at the login screen, click on the Power Button on screen, hold the left Shift key and click on Restart at the same time.
  3. On the Troubleshooting screen that appears, click on Troubleshoot
  4. Choose Reset Your PC, follow the on screen prompts and leave to complete. ***This will remove all data from the machine and reset it back to its factory settings***

 

Windows 7

 

Using Internal Recovery

 

The unit comes with a hard drive based recovery solution. If you need to re-install the O/S, please follow the below guide. This will remove all files and data on the computer so a backup must be performed before continuing.

  1. Keep tapping F8 on boot
  2. Choose ‘Repair Your Computer’ from the Windows Advanced Start-up Menu
  3. Follow the on screen prompts to log in under your username
  4. Click on Reinstall Windows
  5. Follow the on screen prompts

Using External Recovery Media

  1. Please insert the CD and turn the unit off.
  2. Turn the unit back on and keep tapping the Space Bar
  3. Press Enter on ‘Windows Setup EMS Enabled’
  4. Leave the machine to load files
  5. Read the warning message that appears on screen (basically advising all data will be wiped)
  6. Press Y then Enter to confirm
  7. Leave the machine alone for 15 minutes while recovery completes.

Memory Test – Vista and Windows 7 only

  1. Turn the unit on and keep tapping the Space Bar
  2. Press the Tab Key (above Caps Lock) to select Memory Diagnostic
  3. Press Enter to begin the test
  4. When you have the blue screen, please press the F1 key for options
  5. Select Extended from the list using the down arrow key
  6. Press the Tab key to select Pass Count
  7. Change the Pass Count to two
  8. Press F10 to save changes
  9. Keep an eye on the unit every 5-10 minutes to make sure it does not fail the test
  10. The test usually takes approx 1 hour per GB of memory, per pass e.g. 2GB of memory will take 4 hours.

 Check Disk – Vista and Windows 7 only

  1. You can also check your hard drive is functioning correctly.
  2. Turn the unit off, and then when you turn it back on again, keep tapping the F8 key.
  3. Select Repair Your Computer and wait for the program to load.
  4. Select your keyboard layout and press Next, then enter your windows username and if you have one, password and press OK.
  5. Click Command Prompt, and type in ‘chkdsk c: /r’ without the ‘ marks and press Enter
  6. Leave this test to run and see if it gives any errors such as Bad Sectors. The last error (error 50) can be ignored.
  7. When this has completed, please run the chkdsk test again but with D: instead of C: e.g. ‘chkdsk d: /r’
  8. Again, leave this test to run and see if it gives any errors such as Bad Sectors. The last error (error 50) can be ignored.
  9. Both of these tests in total will take about 1-2 hours to complete.

System Restore – All Operating Systems

 

The unit comes with a hard drive based recovery solution. If you need to repair the O/S, please follow the below guide.

  1. Click Start
  2. All Programs
  3. System Tools
  4. System Restore
  5. Wait for the next screen to appear
  6. On the next screen, choose a date 5-10 days before the issue first occurred
  7. Follow the on screen prompts to restore the machine back to the chosen date

When it’s complete, leave the machine to reboot and see if the issue is resolved.

 

Download Drives and Manuals

 

If need to download drivers and/ or downgrade manuals for your PC please click here.

 

Contact Support

If you are still having problems please contact Technical Support on 0344 800 6183.  If you need to contact support, please ensure you are by the unit and have your serial number to hand before calling. This will ensure we can deal with your support call as efficiently as possible.  Alternatively you can email us at: support@zoostorm.co.uk.

 

Download Drives and Manuals

 
If need to download drivers and/ or downgrade manuals for your PC please click here.
 
 
Contact Support
 
If you are still having problems please contact Technical Support on 0344 800 6183.  If you need to contact support, please ensure you are by the unit and have your serial number to hand before calling. This will ensure we can deal with your support call as efficiently as possible.  Alternatively you can email us at: support@zoostorm.co.uk.
 

 

 
 
 
 
 Laptop
Please try these simple steps:
Please check your charger is firmly plugged together, and that it is plugged in to the mains and laptop firmly. Also check the mains socket is turned on.
Press and hold the power button down for 2 seconds to ensure the laptop detects the button press.
Power reset your unit:
Remove all connections, remove the battery and press the power button 10 times.
Reconnect everything and try again.
 
Desktop
Please ensure you have followed the manual and connected your monitor to the correct port.
If you have an upgraded graphics card installed, these will be horizontal towards the bottom of the system. You may require a DVI to VGA adaptor in some cases.
If you have a standard built in graphics card, you need to connect the monitor to the upper vertical blue port by where the USB ports are.
Your manual has an illustrated guide on this procedure, in case you need any clarification.
 
Please check all cables are firmly connected in to both the tower unit and the monitor, and that the power leads are connected to the wall and turned on. Please also check the rear of the tower by the power lead, as some units come with a mains isolation switch. Please make sure the ‘I’ is pushed in to the power supply.
 
If your monitor is connected and you still have no display, please try a power reset:
Remove all connections and press the power button 10 times.
Reconnect everything (ensuring you have the correct monitor port) and try again.
 
 
 
Unfortunately, things sometimes go wrong during the initial setup of your machine. Please follow the below guide, based on the operating system you have.
 
 
All Operating Systems
 
 If you turn the computer on and cannot type a username/password during the initial setup phase, please follow the below.
·         Please remove the keyboard and mouse from the computer
·         Remove the converters from the end of the cables. They will easily unplug
·         Plug the keyboard and mouse in to the rear USB ports (these are the thin rectangular connections)
·         Carry on with setup
 
If you still cannot use the keyboard and mouse, please turn the unit off and back on again. This will restart the setup and allow the keyboard and mouse to be detected.
After setup, you can either leave the keyboard and mouse in the USB ports, or reattach the adaptors and move them back to the other ports.
 
 
Windows XP has two different recovery methods, depending if you have a Desktop, or Laptop/Netbook type computer.
 
Desktop
Our desktop Windows XP machines usually come with a Recovery CD. This will be a black CD with white writing labelled: Zoostorm External Recovery Media. Please follow the below instructions.
·                     Please insert this disk in to your drive, and turn your machine off.
·                     Turn the machine back on and keep tapping the Space Bar.
·                     Keep tapping until you see the Windows Boot Manager appear.
·                     In the Windows Boot Manager, it should have an option of 'Windows Setup EMS Enabled'.
·                     Press 'Enter' on this option and leave the machine to load.
·                     When the Machine has finished loading, the Zoostorm Recovery Options will appear, asking for permission to wipe all data from the machine and restore it to factory settings.
·                     If you agree to the data loss, please press 'Y' and then press 'Enter'
·                     Leave the program to recover your machine, and when complete, the system will advise you to reboot.
You have just recovered your machine back to its factory settings. Please follow the on screen prompts to set up your machine for the first time.
 
Laptop/Netbook
Our Laptop/Netbook units usually come with a built in recovery software called PCAngel.
You can tell if you are protected by PCAngel as a message will appear on your screen when you are starting the machine.
To start PCAngel, please turn the unit on and keep tapping the F10 key.
 
·                     Please wait for PCAngel to start
·                     Click on Advanced Options
·                     Choose the lower option for 'Factory Settings Recovery'
·                     Press Next, Yes, Yes to begin the restoration of windows back to its factory default state.
·                     When PCAngel has finished restoring, click the Restart button on your screen
·                     Wait for the machine to load and follow the on screen prompts.
 
 
 
 
If you have Windows Vista, and are getting the message ‘The system is not fully installed, please restart the machine and run setup again’, you will need to contact the technical support department for a diagnostic and recovery CD. This usually indicates the machine has been turned off or interrupted during setup.
 
 
 
 
Using External Recovery Media
 
Please insert the CD and turn the unit off.
Turn the unit back on and keep tapping the Space Bar
Press Enter on ‘Windows Setup EMS Enabled’
Leave the machine to load files
Read the warning message that appears on screen (basically advising all data will be wiped)
Press Y then Enter to confirm
Leave the machine alone for 15 minutes while recovery completes.
 
 
 
 
Unfortunately, sometimes it becomes necessary to restore your unit back to its factory settings. Please follow the below guide, based on the operating system you have.
PLEASE NOTE: THESE PROCEDURES ARE USUALLY DESTRUCTIVE TO YOUR DATA – PLEASE BACKUP ANY DATA, EMIALS, CONTACTS, PICTURES, MUSIC, MOVIES ETC. BEFORE RESTORING YOUR MACHINE TO AVOID DATA LOSS
 
 
 
Windows XP has two different recovery methods, depending if you have a Desktop, or Laptop/Netbook type computer.
 
Desktop
Our desktop Windows XP machines usually come with a Recovery CD. This will be a black CD with white writing labelled: Zoostorm External Recovery Media. Please follow the below instructions.
·                     Please insert this disk in to your drive, and turn your machine off.
·                     Turn the machine back on and keep tapping the Space Bar.
·                     Keep tapping until you see the Windows Boot Manager appear.
·                     In the Windows Boot Manager, it should have an option of 'Windows Setup EMS Enabled'.
·                     Press 'Enter' on this option and leave the machine to load.
·                     When the Machine has finished loading, the Zoostorm Recovery Options will appear, asking for permission to wipe all data from the machine and restore it to factory settings.
·                     If you agree to the data loss, please press 'Y' and then press 'Enter'
·                     Leave the program to recover your machine, and when complete, the system will advise you to reboot.
You have just recovered your machine back to its factory settings. Please follow the on screen prompts to set up your machine for the first time.
 
Laptop/Netbook
Our Laptop/Netbook units usually come with a built in recovery software called PCAngel.
You can tell if you are protected by PCAngel as a message will appear on your screen when you are starting the machine.
To start PCAngel, please turn the unit on and keep tapping the F10 key.
 
·                     Please wait for PCAngel to start
·                     Click on Advanced Options
·                     Choose the lower option for 'Factory Settings Recovery'
·                     Press Next, Yes, Yes to begin the restoration of windows back to its factory default state.
·                     When PCAngel has finished restoring, click the Restart button on your screen
·                     Wait for the machine to load and follow the on screen prompts.
 
 
 
 
The unit comes with a hard drive based recovery solution. If you need to re-install the O/S, please follow the below guide. This will remove all files and data on the computer so a backup must be performed before continuing.
 
Keep tapping F8 on boot
Choose ‘Repair Your Computer’ from the Windows Advanced Start-up Menu
Follow the on screen prompts to log in under your username
Click on Command Prompt
Type 'restore' without the '
Follow the on screen prompts
 
 
 
 
Using Internal Recovery
 
The unit comes with a hard drive based recovery solution. If you need to re-install the O/S, please follow the below guide. This will remove all files and data on the computer so a backup must be performed before continuing.
 
Keep tapping F8 on boot
Choose ‘Repair Your Computer’ from the Windows Advanced Start-up Menu
Follow the on screen prompts to log in under your username
Click on Reinstall Windows
Follow the on screen prompts
 
 
Using External Recovery Media
 
Please insert the CD and turn the unit off.
Turn the unit back on and keep tapping the Space Bar
Press Enter on ‘Windows Setup EMS Enabled’
Leave the machine to load files
Read the warning message that appears on screen (basically advising all data will be wiped)
Press Y then Enter to confirm
Leave the machine alone for 15 minutes while recovery completes.
 
 
 
 
If your machine is not behaving as it should, or you are experiencing any issues with the above, some simple tests can show if this is hardware or a software related issue.
 
 


Turn the unit on and keep tapping the Space Bar
Press the Tab Key (above Caps Lock) to select Memory Diagnostic
Press Enter to begin the test
When you have the blue screen, please press the F1 key for options
Select Extended from the list using the down arrow key
Press the Tab key to select Pass Count
Change the Pass Count to two
Press F10 to save changes
Keep an eye on the unit every 5-10 minutes to make sure it does not fail the test
The test usually takes approx 1 hour per GB of memory, per pass e.g. 2GB of memory will take 4 hours.
 
 
 
To run a check disk in Windows XP please follow the below.
Please load in to Windows.
Left click on Start, All Programs, Accessories, Command Prompt
In the Command Prompt window, please type in ‘chkdsk c: /r’ without the ‘ marks and press Enter
You will receive a message asking you if you wish to run chkdsk the next time the machine runs.
Please choose Y for Yes and press Enter.
Please reboot your machine and allow the test to run which takes about an hour.
Please note the date and time the test was run so if you need to call the Technical team, we can find the results in your system logs.
 
 
 
You can also check your hard drive is functioning correctly.
Turn the unit off, and then when you turn it back on again, keep tapping the F8 key.
Select Repair Your Computer and wait for the program to load.
Select your keyboard layout and press Next, then enter your windows username and if you have one, password and press OK.
Click Command Prompt, and type in ‘chkdsk c: /r’ without the ‘ marks and press Enter
Leave this test to run and see if it gives any errors such as Bad Sectors. The last error (error 50) can be ignored.
When this has completed, please run the chkdsk test again but with D: instead of C: e.g. ‘chkdsk d: /r
Again, leave this test to run and see if it gives any errors such as Bad Sectors. The last error (error 50) can be ignored.
Both of these tests in total will take about 1-2 hours to complete
 
 
 
Sometimes another device added to the computer may be the cause of the issue.
To see if this is the case, please remove any peripherals added to the computer, leaving just the Keyboard, Mouse, Power and Display.
Turn the machine back on and see if the same issue persists.
If you have installed any internal upgrades such as Memory, Drives, PCI or Graphics cards, please also remove these to see if they have any bearing on the systems stability.
 
 
 
 
If you are getting any Blue Screen Errors, the best option is to trap these errors so you can find the cause of them.
To do this, please turn the unit on and keep tapping the F8 key as soon as you turn it on
Choose the option of ‘Disable Automatic Restarts on System Failure’ and press Enter
When the Blue Screen appears, please make a note of the information on the screen, especially the first number beginning with 0x e.g. 0x0000007E (0x00000000 0x00000000 0x00000000 0x00000000)
You can use this first 0x number in Google to find solutions to your problems.
If you need to, you can also call the support team with this number so they can check it for you and advice on possible resolutions.
 
 
 
The unit comes with a hard drive based recovery solution. If you need to repair the O/S, please follow the below guide.
 
Click Start
All Programs
System Tools
System Restore
Wait for the next screen to appear
On the next screen, choose a date 5-10 days before the issue first occurred
Follow the on screen prompts to restore the machine back to the chosen date
 
When it’s complete, leave the machine to reboot and see if the issue is resolved.
 
 
Sometimes either your Windows software or any third party software on the machine may not work as it should.
There can be many reasons for this, but sometimes it does become necessary to run a recovery on the unit.
This will help to remove any software that is not performing as it should, and speed up your machine again.
 
Please use the Factory Recovery options at the top of the page to reinstall Windows.
 
 
 
 
Usually if you cannot connect wirelessly, this is because the wireless option on the unit has been disabled or has not been turned on.
Depending on the unit you have, these are the three main options to turn the wireless on.
 
Freedom 8.9” & 10” Netbook
 
Please enable the wireless by holding the Fn key at the bottom left of the unit, and tapping the F2 key whilst being logged in to Windows.
This will then enable the wireless connection on the unit.
 
Zoostorm Clevo Notebook
 
These units are identified by 7-8 green lights at the bottom left of the unit by the touchpad, and the manufacturer’s logo of ‘CLEVO’ on the underside.
 
To turn on the wireless on these models, whilst in windows please hold the Fn key and tap F11 once. The third light from the left will illuminate or flash to show the wireless is now enabled, and you may also get a message on screen to advise this.
 
Zoostorm VME50 Notebook
 
This unit is identified by White system lights, a white light in the power button, and three symbols lit white to the right of the power button
 
To enable the wireless, please press the middle wireless icon to the right of the power button whilst logged in to windows. These three symbols are touch sensitive. After pressing the button, a grey symbol will appear on screen for ‘WiFi’. Click this and it will turn green to show it is enabled. The wireless is now enabled.
 
 
 
I have a notebook computer, but cannot use the hotkeys
 
If you cannot use your hotkeys to perform functions like enabling your wireless, webcam, or adjusting the volume or brightness, you may need to reinstall the hotkey driver.
 
 
Zoostorm Clevo Notebook
 
If you have a Clevo chassis (how to identify a Clevo chassis is in the previous section), the best option is to get the latest driver from their website.
The drivers can be obtained from http://tinyurl.com/clevo-drivers
All these units also have a model number on the bottom of the unit in the black sticker e.g. M76T. This is the number you will need to locate in the drop down lists on the website, so you can locate the correct drivers.
Do not install the driver CD that came with the system as this will not resolve a problem with the Hotkeys, as the driver installed in the factory is newer than what is on the CD.
 
Zoostorm VME50 Notebook
 
If you have a VME50 chassis (how to identify a VME50 chassis is in the previous section), the best option is to install the driver from the driver CD that comes with the unit.
 
 
 
 
Usually this is due to the system receiving a windows update which incorrectly updates your network card driver. Please follow the below guide to resolve the issue. If this fails to help, please call your Internet Service Provider for further assistance.
 
System Restore – All Operating Systems
 
The unit comes with a hard drive based recovery solution. If you need to repair the O/S, please follow the below guide.
 
Click Start
All Programs
System Tools
System Restore
Wait for the next screen to appear
On the next screen, choose a date 5-10 days before the issue first occurred
Follow the on screen prompts to restore the machine back to the chosen date
 
When it’s complete, leave the machine to reboot and see if the issue is resolved.
 
 
 
Antivirus/Firewall issues – All Operating Systems
 
If you previously have had internet connection, but have installed an Antivirus/Firewall, you will need to try removing or disabling the software to see if this is the cause of you not being able to connect to the internet.
Likewise, if you have performed a Factory Recovery of the unit and can no longer gain access to the internet, you may have the trial version of Bullguard installed. If you do not complete the trial, it may try to protect you after the trial has expired by blocking network communications.
If you need to remove your antivirus/firewall product, as an example if you have, Bullguard please follow this procedure (this will vary from manufacturer to manufacturer so please read your antivirus/firewall manual).
1.       Click ‘Start’
2.       Click ‘All Programs’
3.       Click on ‘Bullguard’ (this will have a small yellow folder icon by it)
4.       Click ‘Uninstall’
5.       Follow the on screen prompts to uninstall the software.
6.       When the un-installation is complete, you will need to restart your machine to refresh all the settings.
 
 
 
XP
 
Right click on My Computer and left click on Manage
Wait for the Computer Management screen to appear
Left click the option for Device Manager
Look in the list for Network Adaptors
Expand this section so you can see the option for Realtek RTL8168
Right click on this option
Left click on Update Driver
Choose ‘No, not this time’ when Windows asks you if you would like to search online, and then click Next
Choose the option to ‘Install from a specific Location’ and click Next
Choose the option ‘Don’t search, I will choose the driver to install’ and click Next
Select the item in the list for Realtek RTL8168D
If you do not have a RTL8168D, choose the standard RTL8168. DO NOT CHOOSE RTL8168B
When it has completed the installation, you will need to power reset the machine.
 
Remove all connections and press the power button 10 times.
Reconnect all the cables and after the machine has loaded, please try accessing the internet/network again.
 
 
 
Windows Vista & 7
 
Right click on Computer and left click on Manage
Wait for the Computer Management screen to appear
Left click the option for Device Manager
Look in the list for Network Adaptors
Expand this section so you can see the option for Realtek RTL8168
Right click on this option
Left click on Update Drive
Click the option ‘Browse my computer for driver software’
Then click the option ‘Let me pick from a list of device drivers.....’
Select the item in the list for Realtek RTL8168D
If you do not have a RTL8168D, choose the standard RTL8168. DO NOT CHOOSE RTL8168B
When it has completed the installation, you will need to power reset the machine.
 
Remove all connections and press the power button 10 times.
Reconnect all the cables and after the machine has loaded, please try accessing the internet/network again.
 
 
 
 
If you are trying to open your copy of Office Starter 2010, but are prompted to activate using a key, please try the below.
·                     Close the screen you are on
·                     Click on Start
·                     Open Office Starter 2010
·                     Click Use
·                     Follow the on screen prompts to install Office 2010
If you do not have a use option, please click:
Start
All Programs
Microsoft Office Starter (English)
You can open Word and Excel from here.
 
The reason you cannot use the key from the side of the machine is that this key is for your operating system Windows 7, and not for Microsoft Office.
 
 
 
 
If you have any strange programs popping up, there are three main things you can try to resolve the issue.
1.       Load in to Safe Mode with Networking and run your antivirus program (keep tapping F8 when turning the unit on to access this mode) to find and remove the program
2.       Google ‘Remove ***’ without the ‘ marks, and where *** is the name of the program
3.       You can also restore your computer back to its factory settings which will remove the infection.
 
 
 
 
 If you would like to know how to perform a certain task, the built in Windows Help and Support section will help with any questions you have.
Simply click:
Start
Help and Support
In the Search help section at the top of the page, simply as Windows a question e.g.
How do I write a DVD?
 
 ^Top 
 
 

Warranty and Repair Services

Our aim is always to return your Zoostorm system to working order as soon as is within our means to do. Doing this with as little negative impact on you as possible is a real priority for our customer services team. However, we reserve the right to run a set procedure to ensure we fully understand the problem, and take the right action.
 
A warranty can be called upon, within the life of the warranty, for parts that develop a fault. However, we will need to inspect the original part, still within the PC that has the serial number covered by the warranty.
 
If you accidentally damage your Zoostorm PC, our repairs department may be able to perform a chargeable repair. You will be liable for the cost of returning the unit to us, and for the cost of the repair. However, we will not undertake repairs without advising you of the final cost. If you do not wish to undertake the repair, we will return the unit to you. 
 
In the unfortunate incident that you need to call on your warranty, you will be issued with a log number from technical support to lodge your claim. You must start all warranty claims by logging the fault with Technical support.
 
  • Before you call
    • Contact technical support on 0344 800 6183 
    • Note your Technical Support Log Number
    • Locate the original packaging, if you still have it.
 
We understand that your computer never develops an issue at a convenient time, and not having it can be very stressful. However, we will need to:
 
  • Run diagnostics with one of our own technicians (even if you are Bill Gates himself), so we can be sure it is necessary for you to be without your PC during further inspection.
  •  Arrange pick-up and delivery of the unit during standard courier weekday hours of 8am to 6pm. If the pick-up is outside the first 30 days since purchase, then a shipping fee will be applied.
  • We will want to ensure the unit is packaged appropriately for transport, so it will not incur damage. We can only guarantee this if it is in its original packaging, or we have supplied the packaging. There will be a fee for the supply of additional packaging.
  • We must be allowed to take reasonable steps to ascertain if the issue was caused by damage, accidental or otherwise. We will always try and offer you a repair where it is possible. However, we will only accept responsibility for the costs if it caused by the failure a component covered by the warranty.  

     

     

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