SUPPORT, CUSTOMER CARE & WARRANTY

COMMUNICATION CHANNELS

WARRANTY & SUPPORT - END-TO-END

WARRANTY & SUPPORT - END-TO-END

Every PC EMARQUE builds carries our 3-year warranty on assembly, configuration, and thermal performance. Component warranties stack on top per manufacturer schedule — typically 3 years on CPU and GPU, up to 5–10 years on power supplies and certain memory and storage modules. We follow each manufacturer's timeline to maximise the coverage you actually have.

On top of that: a 90-day 1-to-1 exchange in your first three months — if anything fails, we swap rather than route through manufacturer RMA. Lifetime labor support on EMARQUE-built systems — if a part EMARQUE supplied fails years from now, you don't pay labor. And every customer gets a dedicated tech-support contact — a real person, not a ticket queue. Pre-sale, post-sale, warranty: same thread.

Note: Warranty Terms above apply to EMARQUE-built PCs ONLY

About EMARQUE

Build, Shipping & Collection

Build Timeline

Standard build, validation, and dispatch is 3–6 working days for any EMARQUE gaming PC. Custom configurations get a confirmed lead time the moment your order is placed. Pre-order items carry vendor-specific allocation windows — confirmed at order placement.

Shipping

Insured nationwide courier on every order — insurance is included, not optional. East Malaysia (Sabah, Sarawak): typically +1–2 working days on top of the build window. Tracking number arrives by email the moment your unit ships.

Walk-in collection

Three locations:

  • HQ workshop — Zenith Corporate Park, SS7, Petaling Jaya (primary, full stock)
  • JB collection point — Tampoi, Johor Bahru (cross-border friendly for Singapore customers)
  • Penang collection point — Butterworth, Penang

All operate 11:00 AM – 7:30 PM, Monday – Saturday. Booking an appointment is recommended so we have your unit prepped. Bring your IC for verification at pickup.

Packing & protection

Multi-layer foam, anti-static wrap, GPU bracing for top-heavy cards, outer impact protection. Every box is QC'd before it ships. If transit damage occurs (rare), photograph everything before unboxing further and contact us — we handle the courier claim on your behalf.

FAQ

Frequently asked questions

Quick answers on warranty claims, RMA, repairs, upgrades, e-invoicing, and how EMARQUE support actually works.

  • How do I claim warranty on my EMARQUE-built PC?

    Contact our dedicated EMARQUE tech-support (WhatsApp, email, or walk-in). Have your invoice or order number ready — it speeds verification. Most issues can be confirmed remotely from logs, photos, or a short video.

    For confirmed hardware faults within your first 90 days, EMARQUE does a 1-to-1 exchange. Beyond 90 days but inside the 3-year warranty window, we handle the manufacturer RMA. You stay updated through resolution.

  • What's the RMA process if something fails after 90 days?

    Within the 3-year EMARQUE warranty: contact us, we verify the fault (often remotely), then we lodge the manufacturer claim. We handle the back-and-forth.

    Turnaround depends on the manufacturer (typically 2–4 weeks for major brands in Malaysia). If you need urgent uptime for a critical workload during a hardware claim, ask about loaner availability — we can sometimes arrange this for active enterprise customers.

  • How do I track my order or know it's been dispatched?

    When your order ships, you receive an email or message with the courier tracking number. For walk-in collection orders, your tech-support contact will WhatsApp you the moment your unit clears validation and is ready for pickup.

  • Can I upgrade my PC after purchase? Do I need to ship it back?

    Yes. Upgrades happen at the workshop. For walk-in customers, drop your PC at the HQ workshop in PJ — we assess, recommend, install, and validate. For courier-in upgrades, we can arrange pickup and return.

    Labor on parts EMARQUE originally supplied is covered for life on EMARQUE-built systems. Labor on third-party parts you bring is quoted per-job before any work — usually a flat charge depending on scope.

  • What if my issue is software (Windows, drivers, OS) rather than hardware?

    Software issues are covered under EMARQUE's lifetime labor support on EMARQUE-built systems, as long as the parts inside are EMARQUE-supplied. OS reinstall, driver updates, network setup, BIOS / firmware questions — we handle them.

    For more advanced AI / workstation deployments (private LLM stacks, Spark Stacking, EMARQUE AI stack setup, custom workflow tuning), the EMARQUE AI team handles those as optional solutions on request. Email business@emarque.co for sizing.

  • How long does a repair take if my PC needs to come in?

    Most repairs we can complete within 3–5 working days at the workshop once we have the unit. Manufacturer RMAs (where we send a faulty component back to the vendor) follow the vendor's turnaround — typically 2–4 weeks for major brands.

    For urgent enterprise uptime, ask about loaner availability — we can sometimes arrange this for active business customers.

  • What languages does the support team speak?

    English and Bahasa Malaysia, both fully fluent across the team. Chinese support is available depending on the team member assigned to your chat — request it via WhatsApp if you'd prefer that language.

  • Can I get remote support / screen-share help?

    Yes — for software / OS / driver / configuration questions, we can do screen-share over WhatsApp video, Google Meet, or Zoom. For hardware questions, photos and a short video are usually enough for us to triage.

    Schedule via WhatsApp +6014 398 1914 — we'll book a time during business hours.

  • I bought a part (not a full build) from EMARQUE. What support applies?

    Standalone part purchases carry the manufacturer's warranty (e.g., 3 years on most NVIDIA GPUs, 5–10 years on quality power supplies, vendor-specific on memory and storage). EMARQUE acts as your local point of contact: we route the manufacturer RMA on your behalf.

    Lifetime labor support applies to EMARQUE-built complete PCs, not standalone parts. For parts, labor is per-job and quoted before any work.