Order hardware and make a warranty claim – IT Solver Support

IT Solver supplies computers and other hardware through a quote. There is no shop in the IT Solver dashboard. You ask for a quote, accept it and pay. Then we order the hardware from the manufacturer or a distributor.

Before you start

Anyone can ask for a quote. You do not need a dashboard account.
You can accept a quote from the link in our email. You do not need to sign in.
To approve, pay and track an order in the dashboard, you must be an Owner or IT manager of your business. Other roles do not see Quotes & Orders. See What each dashboard role can do.
Know what you need the hardware for, how many people will use it and the date you need it.

Order hardware

Ask for a quote. Go to itsolver.net/contact. In What do you need?, choose Computer installation for computers, or Something else for other hardware.
Enter Your name and Email address. You can also enter your Business name.
In Useful context, tell us the items, the quantity, who will use them and the date you need them. Complete the human check, then select Send quote request. For more detail, see Ask IT Solver for a quote.
Read the quote that we email to you. A Dell computer quote shows the Dell warranty that comes with the computer.
Accept the quote before its Valid until date. Use one of these methods:
- In the email, select View and accept quote. Then select Accept quote.
- In the dashboard, open the quote in Quotes & Orders. Under How would you like to pay?, choose an option. Then select Approve order.
If the quote has expired, email support@itsolver.net to ask for a new quote. See Accept a quote.
Pay for the order by card or bank transfer. See Pay for an order and track its delivery.
Wait for the order. We order the hardware only after you accept the quote and pay.
Track the delivery on the order page in Quotes & Orders. The page shows Estimated arrival and Track your order when we have this information.

If you approve the order with bank transfer, our bank details show on the order page and on the tax invoice that we email to you. Billing > Wallet also shows them if your business pays by bank transfer. If you have not seen these bank details before, please verify them by calling 07 3123 6000 and choosing menu 1.

To have a new computer set up after it arrives, see Order a fixed-price computer setup, or ask us to add the setup to your quote.

Delivery

Delivery dates come from the supplier and can change. We tell you about delays.
The risk of loss or damage passes to you on delivery. You own the goods when you have paid for them in full.
Check the goods when they arrive. Tell us within 7 days about damage in transit or missing items. If you can, keep the packaging and take photos of the damage.

Returns

We do not accept returns because you changed your mind, unless the supplier allows it. Supplier restocking fees then apply.

This does not change your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure.

Make a warranty claim

We do not give our own extra warranty. The manufacturer's warranty and your rights under the Australian Consumer Law apply.

Back up your data, if you can. If you cannot, tell us when you contact us.
Find the product name and its serial number or service tag.
Find the invoice number or the date of purchase. You can find your invoices in the dashboard. See Download a tax invoice and see what you owe.
Email support@itsolver.net or phone 07 3123 6000.
Tell us the product, its serial number or service tag, the invoice number or purchase date, what the fault is and when it started.

What happens next:

For a Dell computer, we check the fault remotely and log a warranty case with Dell for you. Dell sends a technician to your site, or arranges the repair in another way under its warranty. We follow up with Dell until the case is closed. You can also contact Dell directly with the computer's service tag.
For other equipment, we repair or replace it on site if you are in our on-site service area (Brisbane, the Gold Coast, Bundaberg, Gladstone and surrounding areas), send you a replacement by courier, or arrange a repair or replacement through the manufacturer. We choose the method that fixes the problem fastest. Where the Australian Consumer Law gives you the choice of remedy, you choose.

For a valid warranty claim, the manufacturer or IT Solver pays for the repair, the replacement and the shipping. If we find no fault, or the fault is not covered, we tell you before you pay anything.

What warranty does not cover

Damage from accidents, liquid, misuse, power surges or normal wear.
Changes and repairs made by someone other than the manufacturer or IT Solver.
Software problems.
Labour to set up a computer again after a replacement. This includes installing Windows or macOS, programs and updates, signing in to accounts, and restoring files and settings.

We can do this work as paid work. We tell you the price before we start.

Your data

A repair can cause loss of files, photos, settings and saved passwords.
A faulty product can be replaced with a refurbished product of the same type. Refurbished parts can be used in a repair.
Remove or encrypt sensitive data before you send a device away. The manufacturer can keep a faulty storage drive under its warranty rules.

For the full terms, see Warranty and repairs and Customer terms. The hardware rules are in Service terms.

Examples

You need two new laptops for staff who start next month

Ask for a quote at itsolver.net/contact. In Useful context, give the number of laptops, the start date and what the staff do. Accept and pay early, because we order only after payment and delivery dates come from the supplier.

A monitor arrives with a cracked screen

Email support@itsolver.net within 7 days of delivery. Give the order or invoice number, describe the damage and attach photos if you can.

You ordered the wrong model and want to send it back

We cannot accept a change-of-mind return unless the supplier allows it. Email support@itsolver.net with the order or invoice number. If the supplier allows the return, its restocking fee applies.

Your Dell laptop will not start after one year

Find the laptop's service tag. Email support@itsolver.net with the service tag, the invoice number and a description of the fault. We log a case with Dell for you. If Dell replaces the laptop, ask us for a price to set the new one up and restore your files.

Still have a problem?

Questions? Email support@itsolver.net or phone 07 3123 6000.