Product support

 

Product knowledge base

 

Our vendors and manufacturers have a wealth of product resources like user manuals, drivers, apps, software, community forums and additional contact support options. We have provided convenient links directly to each manufacturers support site. Select the product knowledge base below.

Contact support

Non urgent support methods

  • Detailed Contact us Form - Go to contact us and in the dropdown select Store Products, Warranty/Returns, Shipping, Accounts & Billing or other relevant option. We will then email you back to follow up. 

  • Social Media - chat with us via our social media for non urgent requests (shown below)

  • linkedin
  • Instagram
  • facebook
  • twitter
 
 

Support & Warranty FAQ

Support

Details needed for pre-sales consultation


Message us via the green chat or contact us form and we will respond by email. If you want a more detailed chat to workout more complex IT requirements please book a free 30min IT consulation. Include the product website link or product SKU, your contact details and details of your enquiry. We highly recommend this as it's no cost. Don't impulse buy - it almost always ends up in tears. Avail yourself of IT professionals who can help you select the best option.




Details needed for after-sales support


Message us via the green chat or contact us form and we will respond by email. Provide Cyberkite purchase receipt number or invoice number or reasonable proof of purchase before we can assist you with after-sales support support. We can also match your data if you can send us a scanned PDF or image copy of your personal ID like drivers licence and copies of emails or messages prior and post purchase. For that method message us via the green chat or contact us form and we will respond by emmail and you can forward those details.




Details needed for billing or payments support


Message us via the green chat or contact us form and we will respond by email. Provide Cyberkite purchase receipt number or invoice number or reasonable proof of purchase before we can assist you with after-sales support support. We can also match your data if you can send us a scanned PDF or image copy of your personal ID like drivers licence and copies of emails or messages prior and post purchase (send those as attachements to our reply email). Also refer to our Store guide for more details on payment types etc. If the Guide doesn't answer your questions use the Contact product support options outlined at the top of this page.





Warranty

Whats our warranty care approach?


Our approach to warranty is simple: Our aim is to avoid issues altogether by selecting quality products and provide pre-sales advice free of charge available to you through various methods outlined at the top of this page. In the event that there is a manufacturer fault that you discover please follow the procedures below. Please ensure you keep the original packaging ( we always do for internal devices our staff use in case they are faulty) and all the bits as the manufacturers / distributors require those for warranty returns otherwise missing or damaged accessories will be deducted accordingly. Note there may be a restocking fee deducted for used or opened products. Please review our detailed refunds & returns policy We are not required to provide a refund or repalcement if you change your mind on any products or goods purchased from us. It is therefore importnat to avail yourself of our free pre-sales consultation and support.




How do I register my warranty with manufacturer?


After purchasing your product with us, please register your product warranty with the manufacturer by going to the list below for a list of convenient web links to relevant warranty registration forms or procedures. By registering your warranty it helps the manufacturer in having the warranty on record (even if you misplaced the receipt) and give you access to convenient additional support features. This helps warranty and support process run smoothly. List of Manufacturer Warranty Registration Forms




How do I check my warranty status?


Step 1 - Check on manufacturer website Before submitting a warranty request with us, please check your product warranty status with the manufacturer by selcting the link to the list below with convenient web links to the relevant manufacturer's check warranty page or procedure. List of Manufacturer Warranty Status Check sites Step 2 - Check with us You can simply check via the green chat on our site - please provide your purchase receipt number or invoice number. Also include the brand and model as well as the serial number usually on the underside of the device or in software licence certificate.




How to submit a warranty or returns claim with us?


Please ensure you keep the original packaging (we always do for internal devices our staff use in case they are faulty) and all the bits as the manufacturers / distributors require those for warranty returns otherwise missing or damaged accessories will be deducted accordingly. Note there may be a restocking fee deducted for used or opened products. Refer to our detailed refunds & returns policy. Once you have registered your warranty with the manufacturer and checked the status of your warranty, if you still need to - you can register a warranty claim with us using the following procedure. Step 1 - Submit a warranty or returns request Use the green chat or contact us form (and select Warranty & Returns) Describe the issues with it. You must include the Cyberkite purchase receipt or invoice number and your detaiuls so we can match the purchase. If you don't have the receipt or invoice number you can email us any data we can use to match your purchase and verify you made the purchase - include some ID like drivers licence and copies of emails or messages before and after the purchase. The supporting documents can be emailed back to us after you submit the reqeuest. Step 2 - Send evidence of faults After you have recieved an email back from us we will ask you to provide some evidence in order for usd to be able to process your request.

  • Email us photos or screenshots of the problem.
  • Alternatively you can send us a link to a video or small video file attached describing and showing the issues.
  • Alternatively you can send us a link to view a cloud album with photos and videos from services like Google Photos or cloud drives.
We will review the evidence and get back to you. Step 3 - Review conducted by our Distributor / Supplier / Manufacturer The evidence and details of your purchase will be forwarded to our distributor, supplier or manufacturer/vendor for review under their Return Merchandise Authorisation (RMA) process.
  • If they approve the RMA we will advise you of the procedures to return the product for replacement or repair by the manufacturer.
  • If they don't approve the RMA because it's not deemed a manufacturers fault we will advise you why and work with you to arrange a repair or replacement at your expense. In most cases it's more cost effective to replace the item. ​
  • If you wish to dispute the decision you can submit a complaint to us and we will forward that to our distributor, supplier or manufacturer/vendor for follow up.
  • If the outcome is still not satisfactory, and you are a business customer, which we assume you are, you can submit a request for dispute resolution to the Victorian Small Business Commission (VSBC) - which is a way to avoid going to court to resolve disputes.





 

Shipping, Payments, Store Cybersecurity & Legals

Go to the Store guide for shipping, payments, store cybersecurity details and legal details.