Product Support Process
At Y3K, we are committed to providing you with the best possible support to address your concerns quickly and effectively. Whether you’re troubleshooting a product issue, seeking technical assistance, or need priority support, this guide will walk you through the steps to access the help you need. Please follow the instructions below to get started.
Step 1: Explore Free Resources
- We recommend visiting our Customer Support Portal, where you’ll find:
- Product User Manuals
- FAQs and Knowledgebase Articles
- Software Downloads
- ‘How to’ Video Guides
- These resources are designed to help you resolve most common issues without delay.
Step 2: Check Eligibility for Free Support
- You are eligible for free support if:
- Your product is under warranty or up to 12 months out of warranty.
- You have spent a minimum of £249.99 excl. VAT (£299.99 incl. VAT) directly with us in the last 12 months.
- If you don’t meet these criteria, don’t worry - technical support is still available at £24.99 excl. VAT (£29.99 incl. VAT) per incident. The cost of paid support can be used as credit towards a future purchase if made within 28 days of the payment date. We’ll always confirm charges before proceeding.
Step 3: Open a Ticket (if required)
- If you need further assistance, please open a support ticket via our portal.
- Once submitted, the relevant team will reach out to confirm your eligibility for free support or provide a payment link for paid support.
Step 4: Optional Callback Service
- After submitting your ticket, you can book a callback with one of our technicians.
- Please note that customers requiring paid support must complete payment before scheduling a callback.
