Our Support

Contact:


Support Email: support@level51pc.co
Service Center : B-03-01, Sunway Geo Avenue, Jalan Lagoon, Bandar Sunway (47500) Subang Jaya, Selangor

You may also contact our staff via the chat system on our website during working hours.

Operational Hours:
1130hrs to 2000hrs on Mondays to Fridays
1200hrs to 1800hrs on Saturdays
Closed on Sundays & Public Holidays

Support Information

We believe that in any business, service and support is the most important quality. We understand that buying a custom gaming notebook is a rather big investment, and when you build a system with us here at LEVEL51 PC, we will endeavour to do much more than just helping you choose your customizations. We want to be there with you all the way through the life span of your gaming system, to ensure that your experience with our custom gaming notebooks is nothing but stellar.

Every laptop sold by us will be covered not just by our 1 year hardware and parts warranty, but also by our lifetime LEVEL51 technical support and repair services. The parts warranty can be extended to up to 3 years.

Team LEVEL51 believes that warranty and after sales service is not just about repairs, but also helping to user to maintain their systems in top fighting form. We encourage users to bring their systems down to our service centre once in a while for a free clean-up as well as a free system check to ensure that your system is always in tip top condition.

Service Procedures

If your purchased LEVEL51 product has any issues, please proceed with the following:

  1. Contact LEVEL51 via email at support@level51pc.co. Alternatively, you can bring your product down to our service center at B-03-01, Sunway Geo Avenue, Jalan Lagoon, Bandar Sunway (47500) Subang Jaya, Selangor
  2. Provide your Name, Address, Contact Number and Warranty Serial Tag.
  3. Describe to our service centre agent what the problem is.
  4. If the problem cannot be resolved over the phone / mail, you may
    (A) Bring the LEVEL51 product down to our service center @ B-03-01, Sunway Geo Avenue, Jalan Lagoon, Bandar Sunway (47500) Subang Jaya, Selangor. Our opening hours are from 11.30am - 8pm SG Time (UTC +8.00) (Monday to Friday , 12pm - 6pm on Saturday)
    (B) Get delivery service from LEVEL51 to collect and return your LEVEL51 product. Get a Return Merchandise Authorization (RMA) number from the service center agent attending to you should you choose this.

LEVEL51 will, at its option and to the extent permitted by law: (1) repair the Product (using new or refurbished replacement parts); (2) replace the Product with a product that is new or which has been manufactured from new or serviceable used parts and is at least functionally equivalent to the original product; or (3) issue a partial refund of the original purchase price of the Product, if for some reason, the Product cannot be repaired or replaced—provided you return it during the parts warranty period owned.

Drivers & Manuals

We are in the mist of upgrading our Drivers support webpage to serve you better.

Do email our support team at support@level51pc.co to request for your system drivers.

We apologise for any inconvience caused.  

 

Warranty Info

Definition of Terms

Product – Refers to any hardware manufactured for or by LEVEL51 PC bearing the "LEVEL51" trademark, trade name, or logo that is purchased directly from LEVEL51 PC.

Original Purchaser - any consumer that purchases and has possession of a Product directly from LEVEL51 PC

End User - the ultimate consumer of the Product and constitutes anyone who owns and uses an LEVEL51 Product.

Date of Original Retail Purchase - the date the Original Purchaser bought the Product from LEVEL51 PC

Scope of Warranty

LEVEL51 PC WARRANTS this LEVEL51 hardware Product against defects in merchandise and workmanship for a period of ONE (1) YEAR from the Date of Original Retail Purchase., unless additional parts or labour warranties are purchased, which may extend the terms of warranty to include the replacement of parts for a total of 2 or 3 years.

LEVEL51 PC warrants the original purchaser that any part of the hardware system, excluding software, documentation and similar terms will be free of defects of both workmanship and materials for the warranty period include with the purchase. (Starting from date of collection or delivery.)

a) Coverage

LEVEL51 PC warrants the original purchaser that any part of the Product, excluding software,documentation and other peripherals, will be free of defects of both workmanship and materials for the warranty period include with the purchase. The date of warranty coverage starts from the date of collection or delivery of the Product.

During the product's warranty period, LEVEL51 PC will repair or replace defective hardware for defects specified and found in the Product. This will be done without any labour charge (free of charge) and cost of parts will also be provided free of charge during the warranty period. Parts may not be the same but will be equivalent or better parts.

LEVEL51 PC shall, under no circumstances, be liable to provide warranty service for products that have been damaged by accident, abuse, misuse or misapplication, for example unauthorized overclocking. This also applies if the LEVEL51 PC service tag has been removed or defaced or if the product has been modified without textual agreement from LEVEL51PC.

Any replacement parts will be warranted to be free of defects of workmanship and material for 3 months from time of replacement, or for the remainder of the warranty period of the LEVEL51 Product it is replacing (whichever is longer).

b) Dead Pixel Policy

LEVEL51 PC warrants no dead or partially lit pixels for the first 3 days after purchase (from collection or delivery date). Following which the usual Dead Pixel Policy will hold. LEVEL51 PC will replace the LCD of a notebook that is under warranty, if there are either 6 or more dead (black) and/or hot (coloured) pixels or a combination of the two types of defective pixels that total 6 or more.

c) Procedure

If a defect is found in a purchased LEVEL51 Product, contact the LEVEL51 service centre through email (support@level51pc.co). Alternatively, the Product can be brought down to the LEVEL51 service centre (B-03-01, Sunway Geo Avenue, Jalan Lagoon, Bandar Sunway (47500) Subang Jaya, Selangor).

If the LEVEL51 service centre is contacted through telephone or email, LEVEL51 PC will endeavour to provide guidance to diagnose or solve the problem.

If the problem cannot be resolved over the phone / mail, the User will be responsible to either carry in the Product to our Service Centre or to mail it in. Alternatively, a collection service can be opted for, and relevant charges will apply. Return shipping will be provided for free by LEVEL51 PC. The free return shipping is only available to End Users in Singapore and Malaysia.

For such warranty claims, the following details are required - Name, Address, Contact Number and Warranty Serial Tag / dated sales receipt.

LEVEL51 will, at its option and to the extent permitted by law: (1) repair the Product (using new or refurbished replacement parts); (2) replace the Product with a product that is new or which has been manufactured from new or serviceable used parts and is at least functionally equivalent to the original product; or (3) issue a partial refund of the original purchase price of the Product, if for some reason, the Product cannot be repaired or replaced—provided you return it during the parts warranty period owned.

d) Support Time frame for Malaysia customers

Diagnosis will be on the spot and should take within an hour for simple problems to up to 1-2 days for more complicated issues.

Below are some estimated time frames you can expect for parts replacements.

Problem

Time Frame

Motherboard

3 to 5 days

CPU

2 hours*

GPU

5 hours*

RAM

1 hour*

Storage Drive

2 hours*

LCD / LED Display

1 day

Network Card

2 hours*

Others

Will quote time accordingly

* May take up to a day depending on workload issues
** Note: All time frames may vary depending on inventory conditions.

LEVEL51 PC'S Limited Warranty Obligations

Items such as BATTERIES, AC ADAPTERS AND EXTERNAL ACCESSORIES SHALL BE CLASSIFIED AS CONSUMABLE PARTS. THE WARRANTY PERIOD FOR BATTERIES AND AC ADAPTERS IS LIMITED TO ONE (1) YEAR FROM THE DATE OF ORIGINAL RETAIL PURCHASE.

In the event that LEVEL51 PC decides to refund (the value of ) or replace the product, the term of this warranty shall expire as of the time of that refund or replacement.

No LEVEL51 PC agent or employee is authorized to make any modification, extension or addition to this warranty. If any term is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.

EXCEPT AS PROVIDED IN THIS WARRANTY AND TO THE EXTENT PERMITTED BY LAW, LEVEL51 PC IS NOT RESPONSIBLE FOR DIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES RESULTING FROM ANY BREACH OF WARRANTY, OR UNDER ANY OTHER LEGAL THEORY, INCLUDING BUT NOT LIMITED TO: LOSS OF USE; LOSS OF REVENUE; LOSS OF ACTUAL OR ANTICIPATED PROFITS (INCLUDING LOSS OF PROFITS ON CONTRACTS); LOSS OF ACTUAL MONEY; LOSS OF ANTICIPATED SAVINGS; LOSS OF BUSINESS; LOSS OF OPPORTUNITY; LOSS OF GOODWILL; LOSS OF REPUTATION; LOSS OF, DAMAGE TO OR CORRUPTION OF DATA; DOWNTIME; OR ANY INDIRECT OR CONSEQUENTIAL LOSS OR DAMAGE HOWSOEVER CAUSED INCLUDING THE REPLACEMENT OF EQUIPMENT AND PROPERTY, ANY COSTS OF RECOVERING, REPROGRAMMING, OR REPRODUCING ANY PROGRAM OR DATA STORED IN OR USED WITH LEVEL51 PC'S PRODUCTS, AND ANY FAILURE TO MAINTAIN THE CONFIDENTIALITY OF DATA STORED ON LEVEL51 PC'S PRODUCTS.

Transferability and availability of LEVEL51 Warranty

THIS WARRANTY MUST BE PURCHASED BY THE ORIGINAL PURCHASER WITHIN NINETY (90) DAYS OF THE PURCHASE DATE OF THE PRODUCT AND MAY NOT BE PURCHASED THEREAFTER.

THIS WARRANTY COVERS THE PRODUCT AND TRANSFERS WITH THE PRODUCT

Cancellation

WARRANTY EXTENSIONS MAY ONLY BE CANCELLED BY THE ORIGINAL PURCHASER WITHIN THIRTY (30) DAYS OF THE PURCHASE OF THE EXTENSION, PROVIDED THAT NO WARRANTY CLAIMS HAVE BEEN PREVIOUSLY MADE ON THE PRODUCT.

Governing Law

This warranty agreement and any sales shall be governed by the laws of Malaysia. The courts of Malaysia shall have exclusive jurisdiction over any action at law or equity arising out of or relating to these warranty terms or the website.

FAQ

What is the usual turn around time for any LEVEL51 laptop?

The usual turn around time for ordering an LEVEL51 laptop will be from 3 to 8 business days. Check with us for an estimated time when you make your purchase.

Is Global Shipping Available?

LEVEL51 does ship globally. Please contact our sales staff to get a delivery quote and the shipping options provided.

What payment methods does LEVEL51 support?

MALAYSIA Customers

As shown on the prices on our website, we support cash payment, NETs payment, Credit Card payments and Paypal. Please do note that the base prices on our site are for cash and Nets discounted prices. Credit card or paypal payments are listed on our cart page. This is to allow us to bring the best prices to our customers should they so choose.

Cheque payments and direct bank transfers are also accepted but please do note that these have to be cleared before collection or delivery will be allowed Do note that bank transfers between different banks can take around 3 working days or more (We use DBS).

We also provide installment plan services for our customers who require this. The installment plans provided are by DBS Bank, and thus only DBS / POSB Credit Cards (not Debit Cards) will be able to make use of these installment plans. The options offered are 6 month and 12 month plans, with a corresponding additional admin charge of 3.5% and 4% respectively.

Overseas Customers

For overseas customers, we support telegraphic transfers and paypal payments. As per above, do note that paypal transfers will be subject to an additional 3% admin fee charge which is paid directly to paypal.

For both, do note that for both stages (system building / delivery), actions will only commence after we have received the payment.

My system is out of warranty do I still get any support?

LEVEL51 PC provides free life time service support for original purchasers of our laptops. So if your warranty has expired you may call or email our support staff for assistance. (Note: Cost price for parts will still be charged if your parts warranty has expired)

How does LEVEL51 support upgrading of systems? Does LEVEL51 PC buy back any old components?

LEVEL51 PC will support any upgrading of systems provided we still carry the parts / the parts are technically compatible. No Service Charge will be charged to our customers for any upgrade services. Please contact our sales team for any upgrade requests.

LEVEL51 PC does not buy back used components.

Where are LEVEL51 laptops assembled?

All LEVEL51 laptops are assembled and shipped from MALAYSIA and are covered by our limited liability warranty.

What is included in the LEVEL51 laptop package?

Our LEVEL51 standard laptop package includes the following:

Laptop
AC Power Adapter
Power Cord
LI-ION Battery
User Manual
Drivers CD

Are there any additional taxes when purchasing from LEVEL51?

LEVEL51 PC is based in MALAYSIA. We are GST registered and all web prices are inclusive of GST. 

Overseas customers (Exports)  are not subjected to Local Taxes, speak to a sales representive for details. Overseas customers stopping by in MALAYSIA for a temporary period of time for a collection can also do a GST refund at the airport when leaving MALAYSIA.

However, this does not include any possible import duty if the buyer choses international shipping to other countries. LEVEL51 will not be responsible for other countries’ import duty, though we will endeavour to assist in working with you to clarify things with any required authority. Do contact our sales team if you have any further queries about this.

How may I reinstall drivers after reformatting my system?

The standard driver CD is packaged together with your system. You may install the drivers from the CD after your sytem has been formatted. Please do note that the CD does come with 2 pages of drivers (Drivers and Optional drivers) and you should install them all in sequence.

Video drivers may also be updated by NVIDIA or AMD since the time of your purchase. You may get latest drivers from our website below, or from their respecive sites, but do make sure to make sure to select the proper video card series when downloading from official sites.

Our Site

NVIDIA

AMD

Support Time frame for MALAYSIA customers

Diagnosis will be on the spot and should take within an hour for simple problems to up to 3-5 days for more complicated issues.

Below are some estimated time frames you can expect for parts replacements.

Problem

Time Frame

Motherboard

3 to 5 days

CPU

2 hours*

GPU

5 hours*

RAM

1 hour*

Storage Drive

2 hours*

LCD / LED Display

1 day

Network Card

2 hours*

Others

Will quote time accordingly

* May take up to a day depending on workload issues
** Note: All time frames may vary depending on inventory conditions.

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