We're a small team and we build every machine ourselves. That means when you contact us for support, you're talking to someone who actually assembled your PC.
What We Cover
01
Hardware Troubleshooting
POST failures, no display, unexpected shutdowns, beeping on boot, component not detected — we diagnose and resolve.
Covered under warranty
02
Driver & Software Support
GPU driver issues, Windows updates causing problems, missing drivers, or software conflicts from the original build configuration.
Covered under warranty
03
Cable Management
Loose cables, connectors that have come undone, or cable routing that is causing airflow issues or contact with fans.
Covered under warranty
04
Thermal Issues
CPU or GPU running hotter than expected, throttling under load, or cooler mounting issues from the original build.
Covered under warranty
05
Upgrade Advice
Thinking of adding more RAM, upgrading storage, or swapping the GPU? We'll advise on compatibility and best options for your specific build.
Always available — free advice
06
General PC Guidance
Questions about optimising Windows, game settings, monitoring software, or getting the most out of your build — we're happy to help.
Always available
Troubleshooting Process
When you contact us with an issue, here's how we handle it:
01
You contact us
Via WhatsApp or email. Include your order number, a description of the issue, and any photos or videos if relevant.
02
Remote diagnosis
We'll guide you through diagnostic steps remotely. Most issues — especially software or driver related — can be resolved without sending the PC in.
03
Resolution or escalation
If the issue is resolved remotely, great. If not, we arrange physical collection and repair under warranty or for a quoted fee if out of warranty.
Drivers & Software
Every Sorano build ships with all drivers pre-installed and updated. If you experience issues after a Windows update or driver update, here's what we recommend:
✓
GPU driver issues
Use DDU (Display Driver Uninstaller) in safe mode to clean install the latest GPU driver from NVIDIA or AMD's official site. Contact us if the issue persists.
✓
Windows update problems
Roll back the update or contact us — we can guide you through resolving compatibility issues caused by Windows updates.
✓
Missing drivers
All drivers can be found on your motherboard manufacturer's support page. Contact us if you're unsure which drivers your board requires.
Upgrade Advice
All Sorano builds are designed to be upgradeable. Whether you're looking to add storage, increase RAM, or upgrade your GPU — we can advise on the best options compatible with your specific build.
We don't charge for upgrade consultations. Just contact us with what you're thinking and we'll give you our honest recommendation.
Free
upgrade consultations for all Sorano Studio customers, forever — not just within the warranty period.
Cable Management Issues
If you open your PC and notice a cable has come loose, a connector has disconnected, or a cable is touching a fan — contact us before attempting any fixes. We can guide you remotely through reseating connections safely.
Please do not attempt to re-route or modify the cable management as this may affect your warranty coverage.
Out of Warranty Support
When your 1-year warranty expires, we don't disappear. We offer paid diagnostic and repair services for all Sorano builds. We also remain available for free upgrade advice indefinitely.
Contact us with your issue and we'll give you a transparent quote before any work begins — no hidden fees.
Need support right now?
We typically reply within a few hours during business days.