Support & Customer Care
How to contact Evetech support. — Five channels. Real humans. Real hours.
Live chat, WhatsApp, email, phone, or walk into our Centurion showroom. Each channel has a job it does best. This page shows you which one fits your situation and what to have ready.
- live chat median
- < 90 sec
- email weekday SLA
- 4 hours
- to reach us
- 5 channels
All Evetech support channels
Every channel is staffed by the same Centurion-based team. There is no offshore tier, no escalation labyrinth, no bot pretending to be a person. Pick the channel that matches your situation rather than the one you think will get you to a human fastest — they all do.
| Channel | Contact | Best for | Speed |
|---|---|---|---|
| Live Chat | evetech.co.za (bottom-right widget) | Quick questions, stock checks, order status, pre-sales spec advice | Fastest — <90s median |
| WhatsApp Business | +27 12 941 2920 | Ongoing conversations and photo support for build issues | Strong second — <5 min weekday |
| [email protected] | Complex documented issues, warranty claims, paper trail needed | 4hr weekday / 24hr weekend SLA | |
| Phone | +27 12 940 1340 | Time-sensitive pre-sales on large builds or voice clarification on existing tickets | Ring time <2 min |
| Centurion Showroom | Walk-in or booked slot | In-person consult, collection, warranty drop-off, live diagnostic | Walk-in or booked slot |
| Social (X, Facebook) | @evetechSA | When an issue has stalled and you'd like visibility | Routed to support team |
Hours and honest response times
SA business hours, real humans, no over-promised SLAs we can't keep.
| Channel | Hours | First response target |
|---|---|---|
| Live chat | Mon-Fri 08:30-17:00, Sat 09:00-13:00 | <90 seconds median |
| WhatsApp business | Mon-Fri 08:30-17:00, Sat 09:00-13:00 | <5 minutes weekday |
| Monitored 7 days | 4hr weekday / 24hr weekend | |
| Phone | Mon-Fri 08:30-17:00, Sat 09:00-13:00 | Ring time <2 min |
| Centurion showroom | Mon-Fri 09:00-17:00, Sat 09:00-13:00 | Walk-in or booked slot |
Public holidays: we observe all SA public holidays. The website banner shows the next two upcoming holidays and the modified hours we'll be operating. Email tickets are still monitored on public holidays but with a 12-24 hour response window rather than 4-hour.
What to have ready before you contact us
The single biggest factor in how fast we can resolve an issue is whether the right information is in the first message. A short upfront paragraph saves three rounds of "and what's your order number?" exchanges.
For order or build questions
- Order number (format
EVE-XXXXX-2026) — appears in the order confirmation email and in your account dashboard. - The email address used at checkout — needed to look up the order if the number is mislaid.
- A short description of what you need: status update, change request, delivery query, etc.
For warranty or RMA
- Original order number plus serial number of the affected component.
- A clear description of the fault — what happened, when it started, any error codes shown.
- Photos or short video where a visual confirms the issue (no signal on monitor, fan not spinning, error screen shown).
For build / hardware issues
- Build ID from your invoice or original quote.
- What changed recently — new RAM, GPU upgrade, OS update, BIOS update.
- Screenshots of error messages or BIOS POST screens. Phone-camera photos of error text are fine.
For pre-sales (planning a new build)
- Your honest budget range — including or excluding monitor and peripherals.
- Primary use case: gaming (which titles, at what resolution), creative work (which apps), software development, study, family use.
- What you already own — monitor specs, mouse, keyboard, headset, existing peripherals to factor in.
- Any constraints: case size, noise sensitivity, load shedding UPS, dual monitor needs.
Pre-sales vs post-sales — they're different teams
A small but useful detail: pre-sales conversations (helping you spec a build before you order) and post-sales conversations (warranty, support, RMA on existing orders) are routed to different specialists internally. They share an office and back-channel each other constantly, but the pre-sales team has more time to do open-ended consulting and the post-sales team is structured for triage and resolution speed.
If you're in the pre-sales phase, mention you're planning a build in your first message and you'll get to a sales engineer in one hop rather than two. If you're a warranty case, lead with your order number and "warranty" or "RMA" — same logic.
Warranty and RMA process
Every Evetech custom build ships with a 12-month parts warranty and 24-month labour warranty. Component-level warranties (CPU, GPU, motherboard, PSU) follow the manufacturer's terms — typically 3 years on GPUs, 5 years on PSUs, 1-2 years on motherboards.
- 1
Submit RMA request
Email [email protected] with order number, serial number, fault description and photos. - 2
Receive RMA reference and shipping label
Within one working day you receive an RMA reference and a shipping label. - 3
Ship the affected unit
Ship the affected unit (or component) using the provided label. We cover return shipping for warranty cases. - 4
Diagnosis, repair or replacement
On receipt we diagnose, repair or replace under warranty terms. You're updated at each stage. - 5
Unit returned
The unit is shipped back at our cost with a clean bill of health and a brief tech report.
Typical RMA turnaround: 5-7 working days from receipt to dispatch back. Component-only RMAs are faster (3-5 days); full-build returns where we re-test the entire system take longer.
Tracking your custom build status
Custom PC orders pass through seven stages in our Centurion workshop. You can see the live stage at any time from your account dashboard, and you'll receive an email at every stage change.
| Stage | What's happening | Typical time |
|---|---|---|
| 1. Parts Received | All components allocated to your build | Day 0 |
| 2. Bench Assembly | CPU, RAM, cooler mounted to motherboard | Day 1 |
| 3. Cable Routing | Build placed in case, cables routed | Day 1-2 |
| 4. QC and Burn-in | 48-hour stress test, thermal validation | Day 2-3 |
| 5. Final Test | OS install, BIOS update, benchmark sanity check | Day 3-4 |
| 6. Packaging | Anti-static wrap, foam, boxed for courier | Day 4 |
| 7. Dispatched | Courier tracking number issued | Day 4-5 |
If a build has been sitting at a stage longer than expected, you'll usually get a proactive email from us explaining why — out-of-stock part, manufacturer issue, an additional test triggered. We'd rather over-communicate than have you wonder.
The Centurion showroom — when in-person is best
Our showroom sits at the same Centurion address as the workshop. Walk-ins are welcome during opening hours, but a booked appointment via live chat or email gets you to the right specialist with the right gear ready.
When the showroom is the right choice:
- Build collection — a chance to power it on, see it run live, ask any last-minute questions.
- In-person warranty drop-off — skip the courier round trip if you're nearby.
- Live diagnostic of a build issue — booking a 30-minute slot lets us bench-test your PC while you wait.
- High-value pre-sales consult — touching cases, comparing keyboards, hearing actual fan noise.
- Picking peripherals — monitors, chairs and keyboards are easier to choose in person.
Escalation — if a ticket has stalled
In the rare case a ticket has gone quiet or you're not satisfied with the response so far, two routes:
- Reply in the existing thread asking to escalate — this routes to a senior customer care manager who replies within one working day.
- Email [email protected] directly with your original ticket reference and a brief summary of where things stand.
We also monitor public channels — Hellopeter, X, Facebook — and route from those into the same escalation queue. The goal is always to resolve the issue, not to make you re-explain it to four people.
Key takeaways
- Live chat is the fastest route during business hours — under 90s median first response.
- Email is best for documented complex issues; WhatsApp is best when photos help.
- Lead with order number and what kind of issue you have — saves three rounds of back-and-forth.
- Custom builds carry 12-month parts and 24-month labour warranty. RMA turnaround 5-7 working days from receipt.
- Escalate via the existing thread or [email protected] if a ticket has stalled.
Frequently asked questions
What are Evetech's support hours?
Live chat, WhatsApp and phone support run Monday to Friday 08:30-17:00 and Saturday 09:00-13:00 SAST. Email support is monitored seven days a week with a 4-hour weekday and 24-hour weekend response target. The Centurion showroom is open Monday to Friday 09:00-17:00 and Saturday 09:00-13:00. Public holidays follow modified hours announced on the website banner.What's the fastest way to reach Evetech support?
Live chat during business hours — median first response under 90 seconds. WhatsApp business is a strong second for ongoing conversations because you can send photos of the issue. Email is best for documented, complex issues like warranty claims that need a paper trail. Phone is best for time-sensitive pre-sales questions on R20,000+ build configurations.What information should I have ready before contacting support?
For order or build questions: your order number (format EVE-XXXXX-2026) and the email used at checkout. For warranty or RMA: serial number of the affected component plus order number. For build issues: clear photos of the problem, your build ID, and a short description of when the issue started. For pre-sales: your budget, your primary use case (gaming, work, study), and any monitor or peripherals you already own.How do I track my Evetech custom build status?
Log into your account at evetech.co.za and open Orders — every custom build shows a status stage (Parts Received, Bench Assembly, Cable Routing, QC and Burn-in, Final Test, Packaging, Dispatched). Most builds complete the bench-to-dispatch cycle in 3-5 working days. You'll also get email updates at each stage change and a courier tracking number on dispatch.How does the Evetech warranty and RMA process work?
Custom builds carry a 12-month parts and 24-month labour warranty. Email [email protected] with your order number, affected component, and a description of the fault. You'll receive an RMA reference and shipping label within one working day. We diagnose, repair or replace under warranty terms and ship the unit back at our cost. Average RMA turnaround is 5-7 working days from receipt.Can I get support in person at the Centurion showroom?
Yes — walk-in support is available during showroom hours, but a booked appointment via live chat or email avoids waiting. The showroom team handles pre-sales consultations, in-person warranty drop-offs, build collection and live diagnostic checks. For complex builds we recommend booking a 30-minute slot so we can prepare the test bench and have the right specialist available.Does Evetech offer pre-sales support before I order?
Yes, and we encourage it for any build over R20,000. Live chat or WhatsApp our sales engineers with your budget, primary use case, monitor specs, peripherals and any constraints (small case, quiet build, multi-monitor). We'll send back two or three configuration options with reasoning. Pre-sales conversations have no purchase commitment and typically take 24-48 hours for a full proposal.What if I'm not satisfied with the response from support?
Reply to the same thread asking to escalate, or email [email protected] with the original ticket reference. A senior customer care manager responds within one working day. We also monitor public channels — Hellopeter, Facebook and X — and route from there to the same escalation team. The goal is always to fix the issue, not pass you between people.
