Help Centre
Warranty and Support
What does the 3-year warranty on Computer Alliance systems cover?
All custom-built Computer Alliance systems include a 3-year labour warranty, giving you peace of mind that if your PC develops a fault, our technicians will assess, diagnose and repair the system without labour charges during the warranty period.
The components within your PC are covered by their individual manufacturer warranties, which vary by product. Many major components, such as graphics cards, motherboards, SSDs, and some power supplies include warranties of three years or more. If a faulty component is still within its manufacturer’s warranty period, the replacement will typically be covered at no additional cost.
If a component is found to be out of warranty, we can still assist with repairs and replacements. While the replacement part may incur a cost, Computer Alliance will not charge labour fees for warranty-related repairs within the first three years of ownership.
What are your support hours? Do you offer 7-day support?
Computer Alliance is open 7 days a week, so customers can visit our store and lodge PCs, components or other products for service during our trading hours.
Our dedicated technical support and service team is available during weekday business hours. While service phone support is not available on weekends, customers can still bring items into the store for assessment and booking. Systems lodged over the weekend are typically reviewed by our technicians during the following business week.
For customers outside Brisbane, our team can also be contacted via email for support enquiries, troubleshooting advice, or return authorisation requests. We’ll respond as soon as possible during business hours.
How do I make a warranty claim?
If you experience an issue with your product, the best first step is to contact our team with your invoice number and a description of the fault. During weekday business hours, you can call 07 3421 3200 and select the Service Department, and our team will help troubleshoot the issue and advise on the next steps.
You can also bring your product directly to our store at 1517 Logan Road, Mt Gravatt, where it can be booked in for assessment by our technicians. For customers outside the Brisbane area, products can be shipped to us for testing and warranty processing.
If you need assistance outside of service department hours, you can email [email protected] with details of the issue. Our team will review your enquiry and provide troubleshooting assistance, return instructions, or warranty advice as soon as possible.
Once we receive the product, we’ll test it to confirm the reported fault and arrange any applicable repair, replacement, or manufacturer warranty claim.
Is there a fee if my product turns out not to be faulty?
In most cases, no. Our team will work with you to understand the issue before your product is booked in, and many problems can be resolved through troubleshooting or by identifying a simple configuration issue.
If a product is thoroughly tested and no fault can be found, or the issue is determined to be unrelated to a warranty claim, a minimum $85 fee may apply. However, this is relatively uncommon and will only be considered after our technicians have completed their assessment.
To help us diagnose the issue as quickly as possible, we recommend providing as much detail as you can about the problem you’re experiencing, including any error messages, unusual behaviour, or the circumstances in which the issue occurs.
Our goal is always to provide fair, practical support and help you get your product working correctly with the least inconvenience possible.
Does the warranty cover my data or software?
No. Data and software are not covered, so it is important to back up your data before any service. We are not responsible for data loss during warranty work, and the warranty does not include operating-system reinstallation or configuring your software. We are happy to advise on how to back up.
What is a return-to-base warranty, and do you offer on-site?
Most products sold by Computer Alliance are covered by a return-to-base warranty, which means the product must be returned to our Mt Gravatt store or service centre for assessment, repair or warranty processing.
Some business-grade laptops and devices include or can be upgraded to an on-site manufacturer warranty, where a technician may attend your location to perform repairs. In some cases, on-site warranty upgrades can also be purchased for eligible laptop models.
Computer Alliance custom-built PCs are covered by a return-to-base warranty only. If a warranty issue arises, the system will need to be returned to us for testing and repair.
If you’re unsure what level of warranty coverage applies to your device, our team will be happy to confirm the warranty terms and available support options.
Do you support customers outside Brisbane?
Yes. Computer Alliance ships products Australia-wide and regularly supports customers throughout regional Queensland, interstate, and remote areas.
If you experience an issue with a product, our team can provide assistance by phone during weekday business hours or via email. In many cases, troubleshooting can help identify the cause of the problem before the product needs to be returned.
For warranty claims or repairs, customers outside Brisbane can ship their product to our service centre for assessment and warranty processing. Once the issue has been diagnosed, we’ll advise on the next steps and arrange any applicable repair or replacement.
Some manufacturer warranties on eligible laptops and business devices may also include courier-based or on-site support options, depending on the product and warranty purchased.
Repairs and Service
How long does a repair take?
Repair length is usual determined by the type of item being assessed. If the manufacturer requests the item to be returned to them for repairs, the process will be longer than if the item is approved to be replaced.
Repair scenario | Typical timeline |
Simple component swap (in-stock replacement) | 2 to 7 business days |
In-house repair (desktop or component) | 5 to 10 business days |
Manufacturer RMA (notebooks, monitors, etc.) | 14 to 30+ business days |
On-site manufacturer warranty (if purchased/included) | 1 to 5 business days for a technician visit |
These are typical timelines, meaning the process might take slightly longer during busy times of the year or could be quicker during quiet times.
Can you repair a computer I did not buy from you?
Yes. The Computer Alliance Mt Gravatt Store Service Centre offers desktop repairs for systems regardless of where they were purchased. Whether you need help diagnosing a hardware fault, replacing components, or resolving performance issues, our technicians can assess the problem and recommend the best course of action.
For products not covered by a manufacturer or Computer Alliance warranty, standard diagnostic and labour charges may apply. Any applicable costs will be discussed with you before repairs are carried out.
Our goal is to provide honest advice and practical solutions to help get your system back up and running as quickly as possible.
What should I bring for a repair?
Bring the faulty item, your invoice number or proof of purchase (if purchased from us), and a written description of the fault (what happens, when, and any error messages). Include any accessories needed for testing, such as the power adapter, and back up your data first, as it is not covered.
Do you charge a diagnostic fee?
For products covered by a Computer Alliance or manufacturer warranty, assessment and warranty processing are generally handled at no cost to the customer.
For out-of-warranty repairs or products not purchased from Computer Alliance, diagnostic and labour charges may apply. Our team will discuss any applicable costs with you before proceeding with any repair work.
In the rare event that a warranty item is thoroughly tested and no fault can be identified, a diagnostic fee may apply. However, our team will always do their best to understand the issue before booking the product in, and many problems can be resolved through troubleshooting or by identifying a simple configuration issue.
Can you recover data from a faulty drive?
We can look at data recovery case by case, but there is no guarantee, and it is a separate service to a warranty repair. This is why we stress backing up: we are not responsible for data loss, and warranty repairs may involve replacing or reimaging a drive.
Shipping, Delivery and Click & Collect
Can my delivery be left at my house?
During checkout, you can select Authority to Leave (ATL) if your order total is $500 or less.
Orders over $500 will require a signature on delivery. If no one is home, your order will be taken to the nearest collection point. You’ll need to show ID matching your order details to collect it.
How are shipping costs and free shipping calculated?
Shipping costs are based on the weight and dimensions of your order. Some products include free standard shipping, which will be clearly marked on the product.
*Free Delivery is only available to select locations. Free delivery to most remote locations is not available.
Click Here to read our shipping information.
Will I be able to track my order?
Yes, we will provide tracking details via email, and through your website login.
Please note: large orders with multiple boxes may be split into multiple consignments and may arrives separately. Your tracking number will show the status of each consignment.
Do you offer same-day dispatch for orders?
Typically, if all stock is in-stock at the same stock location, and the order is placed before lunch on a business day, the order will be dispatched that afternoon. If stock needs to be consolidated between warehouses to be dispatched as one order, the order may not be dispatched until the following day.
How fast is click and collect?
In-stock orders are generally ready within one hour, and up to two hours during busy periods such as weekends and sale events. Wait for the SMS or email that says your order is picked before coming in, and bring your order number and photo ID for prepaid orders. You can come in before receiving the collection confirmation but you will need to wait for our team to pick your order. Collect at 1517 Logan Road, Mt Gravatt, entry via Rover Street.
What are the click and collect rules and cut-offs?
If you select ‘Pay in-store’ when placing your order, anyone with your order number can pay and collect your order while in-store. If you pre-pay for your order during checkout, you need to bring a current form of Photo ID to collect. If someone is collecting your pre-paid order on your behalf, you can mention their full name during the checkout process. Alternatively, contact our sales team and confirm the person collecting on your behalf. The person collecting on your behalf will need to bring their current form of Photo ID to collect.
If you pre-pay for an order using BPAY/Direct Deposit, please keep in mind payments usually take 1-3 business days to come through, so instant collection may not be possible.
Which couriers do you use?
We use Australia Post eParcel, StarTrack or TNT with other services in specific cases. Standard delivery takes 2 to 10 business days across Australia; express is 1 to 3 business days to metropolitan areas.
Can I collect my order with my own courier?
Generally no. We do not release orders to customer-arranged couriers, to limit congestion in our dispatch area and reduce shipping and tracking errors. Please use our courier options or click and collect instead.
PC Builder and Prebuilt PCs
How long does it take to build a custom PC?
Most custom builds are ready within 3-5 business days, assuming all parts are in-stock. This build time can be quicker during quiet times or longer during busy times like sale events. We build all systems locally in Brisbane for the quickest possible turnaround. If a part needs to be ordered for your build, our team can provide an ETA to order that part for your system.
What testing and quality checks do you do on a custom build?
Every Alliance build is assembled by our technicians and goes through full POST and BIOS checks, stress-testing of the CPU, GPU and memory, storage health checks, operating-system & driver installation (if operating system is purchased) cable management and a visual inspection before handover. We also enable your memory’s overclock settings
Do you enable XMP or EXPO on my memory?
Yes. Where supported, we configure and test the appropriate XMP (Intel) or EXPO (AMD) memory profile to ensure your system performs as intended.
It’s important to note that not all memory kits are fully compatible with every motherboard, even if the motherboard supports XMP or EXPO. Motherboard manufacturers maintain a Qualified Vendor List (QVL) that identifies memory kits tested and validated to run at their rated speeds.
When we build our Alliance Desktop PCs, we select components that are designed to work together and operate at their intended specifications. If you customise a system using our PC configurator and choose memory that is not listed on the motherboard’s QVL, our technicians will manually configure and test the memory to achieve the best stable performance possible. Depending on the combination of components, this may be the memory’s full rated speed, a reduced speed, or somewhere in between.
Our goal is to provide a system that is stable, reliable and optimised for the hardware you’ve selected, rather than simply applying settings that may not be fully supported.
Can you help me choose compatible parts?
Yes. Our online system builders will show you in-stock and basic compatibility as you configure by default. You can provide a saved system ID number and our team can offer advice before you place your order . Otherwise ask our team what you need a PC for and we’ll provide you with a specification we recommend.
Do you build quiet, small form factor or workstation PCs?
Yes. We build to suit, including quiet low-noise systems, compact small form factor builds, and workstations for CAD, 3D, video and AI work, all assembled and stress-tested and backed by our 3-year warranty. Tell us how you will use it and we will recommend the right configuration.
Can I get a price match on a custom build?
A custom build is configured per order, so it is assessed differently to a single boxed product. We are always happy to put together a competitive quote, so tell us your budget and requirements and we will do our best.
Can I supply my own components?
Yes, we can! There may be a couple of scenarios for supplying components.
1. If you are using our system builder to configure a PC and want to add some of your own components, select the “I’ll supply my own [part]” option in the Desktop PC Builder or Mini PC Builder. When you have placed an order for the system, our staff will contact you to confirm that the component is compatible. Our staff member will also instruct you to bring the component into our service centre to book in the part for the system build.
2. If you have purchased majority of the components new from another retailer and would like Computer Alliance to build the PC for you, our Service Department can book in the parts to build it for you. Builds using completely supplied parts from other resellers will typically cost between $219 – $299 depending on the parts supplied.
Can I order an out of stock Alliance Prebuilt or Preconfigured PC?
Yes, you can. Assuming all components are in-stock when you order, our typical PC build time is 3-5 business days.
How long is the warranty on PCs built by Computer Alliance
All parts used in our builds have their own manufacturer warranty. Many components such as CPUs, Motherboards, Memory, Graphics Cards and Power Supplies often have 3+ years warranty. You can find the warranty period for each product listed on the product page.
We include a 3-year labour warranty on all desktop PCs we build. This means, if you have any faults with your PC, our service team diagnose the PC during this period. If the faulty part is within the manufacturer warranty, we will submit a warranty claim on your behalf. Typically, the manufacturer will assess and repair the faulty part and send it back to us to reinstall.
Please note: If we custom build a PC using parts from another retailer and the PC is brought back to us with a fault, we can diagnose the fault and find the problematic part, but we cannot submit a warranty claim on behalf of the other retailer. Our service team can remove the faulty part and give you a brief description for you to send to the original retailer to submit a warranty claim. When you get the repaired component back, we can install it for you.
Where is my Windows License Activation Key?
If you have purchased a pre-built or custom-built PC from us and the system includes a Windows license, you will be required to activate Windows once the PC is setup.
Usually, our pre-built or custom-built PCs will include Windows OEM DVD licenses but may include a Windows Retail License if requested.
A Windows OEM License key will be a small sticker we apply to your case, usually located on the rear, top or back side of your computer case.
A Windows Retail License is located in a Windows box inside your motherboard box which you should receive with your Computer. Inside this Windows box is a small card with the Windows license key.
We recommend checking out our New PC Setup Guide if the above steps haven’t helped.
Why is my new PC not turning on?
You have just got your new PC, have plugged everything in and nothing happens after pressing the power button. Here are some steps you can take:
Are the fans inside the computer spinning but nothing is displayed on the screen?
- This means your PC is turned on but may not be outputting to your monitor correctly. If your displays are connected to your motherboard, connect them to your graphics card instead.
Why isn’t my PC powering on when I press the power button?
- Make sure the power switch on the back of your computer is turned on by flicking the switch ‘I’ (Line/One).
- On rare occasions, cables and components may need reseating during transportation or while removing internal PC shipping material. If you are comfortable reseating cables, memory and other components, please do so or feel free to contact our service team.
We recommend checking out our New PC Setup Guide if the above steps haven’t helped.
Pricing, Payment and Stock
What are your price match conditions?
We assess price matches on a case by case basis. We will assess if the competitor is an Authorised Australian Retailer and that the price we’re trying to match isn’t below our cost. In some cases, if you are ordering other components with the part we’re trying to match, we may be able to assist with pricing of those components to compensate for the difference. Send the competitor’s link or a screenshot to [email protected], or call 07 3421 3200.
Do you offer bulk or project pricing for businesses?
Yes. Businesses, schools and government receive volume pricing quoted per order, with no membership or minimum spend to get a quote. Email [email protected] or call 1300 084 891. Approved organisations can also apply for a 30-day trading account. Business customers can learn more about our business teams capabilities here – https://business.computeralliance.com.au/
What do In Stock, ETA 1 Day and Pre-Order mean?
When viewing a product page, you may see a few different stock levels and stock for Click & Collect and stock for Delivery.
‘Click & Collect’ stock levels refers to the stock available at our Mount Gravatt Click & Collect location. If a product says In-stock or Low Stock in this section, it means stock is available to order and collect immediately. If you see ETA 1 Business Day, it means our stock is available at our bulk warehouse and needs to be transferred to our C&C location. Low Stock means there are 3 or less products available.
‘Delivery’ Stock levels refer to stock available at our store and our bulk warehouse. Stock is shipped from either our Local Offsite Warehouse or our Mount Gravatt Store.
‘Pre-Order’ refers to new stock that is available for pre-purchase but has not yet been released.
Business, Government and Education
Can you manage a fleet of devices from procurement to disposal?
Yes. We handle the whole lifecycle: procurement, configuration (imaging, MDM or Intune enrolment, asset tagging), staged deployment, ongoing support, and end-of-life trade-in and recycling, with one Account Executive across the account. Click Here to contact our business team.
Do you offer managed IT services and 24/7 support?
Yes. Our Managed Services team handles projects from server setups to ongoing IT support, and offers 24/7 support to contract business clients.
Do you have education finance and BYOD portals?
Yes. We offer custom-branded BYOD portals, 1-to-1 laptop program management, and whole-of-life finance with payment holidays aligned to school terms and off-balance-sheet options. Click Here to contact our education team.
Can you set up our office or campus network?
Yes. We design and install networks, from a site survey and Wi-Fi heatmap through VLANs, Power over Ethernet, firewalls and structured cabling, and we can monitor and maintain them afterwards. Click Here to contact our business team.
Can you provide documentation for a tender or procurement?
Yes. We can supply a compliance pack covering our ISO 9001:2015 certification, warranty terms, service levels and RMA timelines, data handling and e-waste process, and company details. Email [email protected] and tell us what your tender needs.
Sustainability and Compliance
Is Computer Alliance ISO certified?
Yes. Computer Alliance is certified to both ISO 9001:2015 and ISO 27001 standards.
ISO 9001:2015 certification demonstrates our commitment to quality management, with documented and continually improved processes covering areas such as system building, testing, servicing and dispatch.
ISO 27001 certification reflects our commitment to information security, helping ensure that customer and business information is managed using internationally recognised security practices and controls.
These certifications provide independent verification that our business operates to recognised standards for both quality and information security, giving customers confidence in the products, services and support we deliver.
Do you recycle e-waste?
Yes. We are partnered with ERS Queensland to keep an e-waste bin in-store allowing us to easily dispose of computers, tablets, servers, networking, monitors, peripherals, cables, accessories, printers and other electronics. ERSQ collect and swap these collection bins on a regular basis to ensure no electronics end up as general waste.
How do you handle my data during a repair?
We treat data on devices sent for service carefully, but we ask that you back up your data first, as it is not covered by warranty and we are not responsible for data loss. Warranty repairs may involve replacing or reimaging a drive.
Where can I find your ABN and company details?
Computer Alliance Pty Ltd, ABN 83 092 544 253, 1517 Logan Road, Mt Gravatt QLD 4122. Our ABN also appears at the top of every invoice.
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1517 Logan Rd, Mt Gravatt