DREAMCORE PRODUCTS

1. DEFINITION OF TERMS

Product – Refers to any hardware or components sold by Dreamcore bearing the Dreamcore brand or sourced through Dreamcore’s authorized channels.
Original Purchaser – The individual or entity that first purchases the Product directly from Dreamcore.
End User – The ultimate consumer who owns and uses the Dreamcore Product.
Date of Original Retail Purchase – The date on which the Original Purchaser bought the Product from Dreamcore.

2. WARRANTY COVERAGE

Dreamcore warrants the Original Purchaser that, unless otherwise stated, any Product will be free of defects in workmanship and materials for a period of up to THREE (3) YEARS depending on product type, starting from the Date of Original Retail Purchase. Each product’s specific warranty period is specified in your invoice. The Dreamcore System Quality Assurance Checklist that is issued to you with your PC and your invoice (soft copy will suffice) must be presented for any warranty claim.

We also provide 1-year onsite warranty for pickup and return. In the event an issue could be resolved without stress testing the system, our technicians might suggest an onsite visit to your location, subjected to availability. 

Some components of the hardware you purchased may have a shorter warranty than that listed on your packing slip, invoice, receipt or other sales documentation. Additional details related to warranty duration are listed below.

A. SCOPE OF WARRANTY

This warranty covers defects in workmanship and materials under normal use. It applies to the hardware components of the Product only, excluding software, consumables (e.g., batteries, adapters), and peripheral items (e.g., accessories, monitors).

Dreamcore will repair or replace defective parts during the warranty period at no additional charge for parts and labor. Replacement parts may be new or refurbished, and will be functionally equivalent or superior to the original.

B. WARRANTY EXCLUSIONS

The warranty does not cover: 

  • Software issues, including issues arising from any software, games and/or programs downloaded onto a Dreamcore PC and/or any software updates unrelated to any of the hardware components installed in the PC. 
  • Issues caused by any peripheral items not purchased with Dreamcore and/or SuperSolid.
  • Issues that result, directly or indirectly, from:
    • External causes such as accident, acts of nature, misuse or problems with electrical power (for e.g.: connecting your PC to an improper voltage supply).
    • Misuse, abuse, customer-induced damage (e.g., overclocking or water damage), or usage in an unsuitable physical or operating environment.
    • Damage due to electrical fluctuations, overvoltage, or liquid exposure.
    • Servicing not performed by our technicians.
    • Improper maintenance, reassembling, handling or installation.
    • Modifications made by the customer without written consent from Dreamcore. 
    • Removal, disassembling, or re-assembling of any components (RAMs, Graphic Cards etc.).
    • Wear and tear associated with usage
  • Products used for purposes other than their intended use (e.g., cryptocurrency mining on graphics cards).
  • PC with components where serial number or manufacturer identification number has been tampered with, where label(s) or sticker(s), have been removed, falsified, damaged, altered, or made illegible.
  • Any other cause which does not relate to a product defect in materials or workmanship.
  • Component failure after the 3-years warranty period 

3. GUIDELINES FOR TECHNICAL SERVICES

Depending on the issue that you face, our team of technicians will run diagnostic tests to determine if any of the components in your Dreamcore PC is causing the issue. If any hardware component has been confirmed to be causing the issue, our warranty will cover the replacement of the faulty component. If all individual components in a Dreamcore PC are determined in working condition, the issue could be caused by one of the software, games and/or programs that has been downloaded onto the PC. 

A. SOFTWARE

Our warranty does not cover any issues that are caused by software, games and/or programs downloaded onto a Dreamcore PC. If one or more of your internal programs is causing an issue, you should inform the developer of the software to seek a solution. 

Our technicians can assist with reformatting the Operating System of your Dreamcore PC to resolve the issue temporarily. However, do note that you will lose all data. 

You are encouraged to backup your data periodically to avoid losing important data in case of PC failure to the point of no-boot.            

B. HARDWARE

If a component in your Dreamcore PC is deemed faulty after diagnosis by one of our technicians, we will arrange for a replacement component to be installed in your PC prior to full stress-testing to ensure the PC is operating at optimal condition. 

The following component replacement may happen: 

(i) One-for-one replacement

We will perform a one-for-one replacement of faulty component/s if there is a direct replacement in stock. 

(ii) Replacement of a component of equal cost and/or specifications and of different brand

Dreamcore reserves the right to replace a faulty component with a substitution of equal cost and/or specifications if the original component has EOL and/or distributor is unable to replace or repair the component. If there are more than one option available, our technician will check with you on your preference.  

(iii) Distributor replacement

For warranty claims after the first year of warranty period, due to stock availability, we will not be able to replace the faulty component immediately. The component will be sent to the distributor for replacement. In some instances, if an item has EOL, the distributor will replace it with an available item in the current generation of the product line. This process may take 5 to 10 working days, subject to availability.

Warranty period will continue while parts are being sent for repair/replacement; the warranty period is not paused for the duration that your product is at our service centre.

Subject to availability, if you require a workstation for work purposes, we can loan you a working PC for use till the component in question is returned from the distributor.

(iv) Component repair at factory

In some cases due to compatibility issues with the existing working components in your Dreamcore PC and the availability of the faulty component in the distributor’s stock, we will need to send the faulty component to the production factory for repair. 

This process usually takes up to 8 weeks, subject to availability. Delays can be expected due to shipping. 

Subject to availability, if you require a workstation for work purposes, we can loan you a working PC for use till the component in question is returned from the factory. 

(v) Loan PC/Component 

Loaning of a PC and/or component is subjected to availability. For the PC or component loaned, please note that: 

  • There is no guarantee that the specifications of the loan items will match that of your existing PC. Loan items are provided on a goodwill-basis, subject to our inventory levels.
  • Loan PCs are pre-configured with basic software, and customers may need to reinstall their own applications.
  • The transportation of the loan PC and/or component is not covered in the onsite warranty.
  • If the loan PC and/or component is found to be damaged through negligence, Dreamcore reserves the right to invoice to recover the cost. 
  • Warranty period will continue while parts are being sent for repair/replacement.

(iv) Credit note

Pertaining to point (vi), in the event your component is beyond repair and there is no available replacement from the distributor and factory, we may offer a refund in the form of a credit note. 

The credit note can be used for purchasing of a replacement component at a discounted rate that is in stock, including upgrading to newer models by paying for the price difference. 

Any new purchase does not extend your warranty period with Dreamcore. 

C. CLAIMS PROCESS

If you encounter an issue with your Dreamcore Product, follow these steps:

  1. Contact Dreamcore Technical Support via email at techsupport@dreamcore.com.sg or by WhatsApp message at +65 8790 8645. We aim to acknowledge warranty claims within 1 business day of receiving the request.
  2. Dreamcore may attempt to resolve the issue remotely. If unsuccessful, physical repair or inspection at our Service Centre will be required.
    • Carry-In Warranty: Customers are responsible for delivering the product to our Service Centre and picking it up after repair. Delivery charges, if applicable, will be borne by the customer.
    • Pickup & Return Warranty (if purchased): Dreamcore will cover the logistics of transporting the Product to and from the Service Centre.
  3. Return the Product in its original packaging, including foam inserts, to prevent damage in transit. Dreamcore is not responsible for damage during shipping if the original packaging is not used.
  4. Provide the following details when submitting a warranty claim: Name, Address, Contact Number, Order Number, and Warranty Serial Tag (if applicable).

Our technicians will verify the following before proceeding with any form of servicing of your Dreamcore PC: 

  • The PC is still covered within the warranty period
  • General condition of the PC components to ensure that there has been no tampering which will void the warranty
  • The components in the PC tallies with the customer’s invoice produced 

Dreamcore will, at its discretion:

  • Repair the Product using new or refurbished parts.
  • Replace the Product with a new or equivalent Product.
  • Offer a partial refund in the form of a credit note if the Product cannot be repaired or replaced during the warranty period.

Diagnosis typically takes 3 to 5 business days, with repairs completed as soon as parts are available. In more complicated cases which require extensive testing to determine the full diagnosis, the process might take up to 7 to 10 working days. The technician will inform and update you as they progress with the case. 

If your warranty claim falls outside the scope of the warranty, our technician can still provide technical support for your PC given a service charge of between S$50.00 – S$100.00, depending on the complexity of the issue. You will be advised on the component(s) that need to be replaced and if you wish to purchase a replacement component, you will be referred to a sales representative for assistance. 

You will receive a full service report to update you on the diagnosis, services rendered and components replaced. Please alert our customer service officers if you did not receive your report. 

Replacements or repairs do not extend your warranty period.

OTHER PRODUCTS

Depending on the product you have purchased, you may be referred to an authorized service centre for the specific product for warranty and repair purposes.

For SuperSolid or ElementOne products that are covered by Dreamcore, warranty duration depends on the exact product you have purchased. Please refer to your invoice for this information. If this information is not present, the default warranty duration is 2-years limited warranty.

The warranty period begins on the date of purchase. Your invoice (soft copy will suffice) must be presented for any warranty claim.

We also provide pickup and return for the first 14-days of purchase.

(1) Warranty for SuperSolid or ElementOne monitors covers the following defects: 

  • Panel defects not caused by physical force and impact
  • Power on No Display (POND)
  • Physical defects on hardware not caused by physical force and impact
  • More than 3 bright pixels, or 5 dark pixels or a total of 5 pixel defects
  • Port issues 

(2) Warranty Exclusions:

Our warranty does not cover any damage caused by:

  • Accidents and misuse
  • Abuse and neglect
  • Improper installation and modifications
  • Fire
  • Theft
  • Acts of Gods
  • Power failures, surges, spikes or electric short circuits, lightning or use outside the stated operating parameters of the product. 

(3) Guidelines for replacement

We will perform a one-for-one replacement of faulty component/s if there is a direct replacement in stock. 

Dreamcore reserves the right to replace a faulty component with a substitution of equal cost and/or specifications if the original component has EOL and/or distributor is unable to replace or repair the component.

LIMITATION OF LIABILITY

Dreamcore will not be responsible for direct, special, incidental, or consequential damages arising from a breach of warranty or under any legal theory. This includes, but is not limited to:

  • Loss of use, revenue, or profits.
  • Loss of opportunity or goodwill.
  • Loss, damage, or corruption of data.
  • Downtime or any indirect damages.

Data loss may occur during any phase of repair, reformatting, or component replacement. We strongly advise customers to back up data before submitting the product for service. Customers are responsible for backing up data and maintaining confidentiality. Dreamcore shall not be liable for recovering or reprogramming any lost or damaged data during warranty service.

TRANSFERABILITY

This warranty is transferable with the Product. In the event of a transfer, the warranty will remain valid for the original warranty period.

GOVERNING LAW

This warranty is governed by the laws of Singapore. Any disputes shall be subject to the exclusive jurisdiction of the Singapore courts.

CHANGES TO WARRANTY GUIDELINES

You can review the most current version of the Warranty Guidelines at any time at this page: https://www.dreamcore.com.sg/warranty-guidelines/.

We reserve the right, at our sole discretion, to update, change or replace any part of these Guidelines by posting updates and changes to our website. It is your responsibility to check our website periodically for changes.

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