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      General Product Support

      Following is some general troubleshooting suggestions that apply to a broad range of products that we sell.

       

       1. Let’s get the obvious out of the way…

      Follow the instruction manual

      Save yourself hours of time and frustration by following this simple rule. Pay particular attention to:

      • The order in which steps must be followed
        Many times we’ve seen one wrong step lead to issues that may not be simple to resolve (eg. connecting a USB device before installing the software when the manual says otherwise). 
         
      • Connection diagrams
        Has it been connected as per the instructions? Are any connections (trip cables) loose? Do any of the connections need to be made in a certain way (line up the pins before plugging in/twist to lock/push until it clicks…)
         
      • If Configuration or setup is required (not just ‘Plug and Play’)
        Some products are plug and play, and some require configuration (either of the product or on the game/device it is working with)
        Common examples:
        • Wireless products need to be synchronised/paired
        • Mapping/Configuring controls in a game for a joystick/gamepad
        • Adjusting the graphics settings in games to match your systems performance
        • Software, driver of firmware updates may be required before use
       

      2. Still having trouble?

      Check your Products Official Support Page for Solutions & Updates

      You've followed the instructions perfectly and your product still won’t work correctly? Chances are you’re not the only one… manufacturers & publishers usually list the most common issues on their support pages, as well as how to resolve those issues.

      Please find below direct links to the support pages for some of our most popular product lines, if a link is not provided below for your product, please refer to the instruction manual for support contacts.

      Manufacturer

      Brand(s)

      Support Page(s)

      Phone Support*

      Microsoft

      Xbox

      Support

      1800 555 741

      Sony

      PlayStation

      Support

      1300 365 911

      Nintendo

       

      Support

      (03) 9730 9822

      Thrustmaster

       

      Support

      Drivers & Software

      Manuals

      Game Settings

       

      Mad Catz

      Mad Catz

      Support

      Drivers & Software

      Manuals

       

      Tritton

      Support

      Drivers & Software

      Manuals

       

      Saitek

      Support

      Drivers & Software

      Manuals

       

      Cyborg

      Support

      Drivers & Software

      Manuals

       

      Turtle Beach

       

      Support & Manuals

      Drivers & Software

       

      Software Publishers

      EA

      EA (Electronic Arts)

      EA Sports

      Origin

      Support

      (03) 8820 5177

      Ubisoft

      Uplay

      Support

       

      Other useful support pages

      Steam

      Required to install many PC games

      Support

      Can you RUN it?

      Online tool to check if your computer is capable of playing a particular game based on that games minimum system requirements

      Can my computer play…?

      *Call charges and operating hours may vary, refer to the Publishers/Manufacturers website for more information.


      Redemption Codes (PC Game CD Keys, Gift Cards, etc…)

      Carefully check for commonly confused characters, often some codes are printed in a font that makes some of the following characters hard to distinguish.

      • 0,o,O,Q,D
        The number 0 (Zero) vs. lower or upper case letter O/o vs. uppercase Q/q vs. uppercase D/d
      • B,8
        The uppercase letter B vs. the number 8
      • I,l,1
        The lowercase letter L/l vs. the uppercase letter I/i vs. the number 1
      • G,6
        The uppercase letter G/g vs. the number 6

      Also consider that you are sometimes required to include the hyphen (-) when entering the code, however this varies from product to product.


      3. Need to return your product?

      If your product is suffering from a manufacturers fault you may be eligable for a repair, replacement or refund. Please read through our Returns Policy to ensure a smooth return process.

      Print your Product Return form (Must be included with all returns)

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