Plain-language summary
Your information is used to provide the service you asked for.
We use customer information to respond to requests, plan custom computers, diagnose and manage repairs, communicate status, arrange shipping, provide receipts, support warranty records, prevent abuse, and operate the business.
🔒Never send a device password, passcode, or payment-card number through public website forms or chat.
If access is needed for testing, the shop will discuss the safest way to handle it.
Information we collect
Depending on the service you use, we may collect your name, email address, phone number, preferred contact method, shipping or return address, device type and model, repair symptoms, timing constraints, appointment preferences, repair ticket number, chat messages, repair status information, service or warranty records, and custom-PC planning details such as intended use, games or applications, target resolution and performance, budget, aesthetics, existing parts, and upgrade preferences.
How we use it
We use this information to create and manage repair or custom-build requests, contact you, schedule service, prepare estimates, research parts, document approvals, perform and track work, manage parts and shipping, provide receipts, maintain service and warranty history, respond to questions, prevent spam or abuse, and improve GotCracked operations.
AI-assisted custom PC research
The Custom PC Build Planner may use an AI research provider to search current public product information and help assemble a parts recommendation. The automated research payload contains the build survey and hardware goals, but GotCracked does not intentionally send the customer name, email address, or phone number to that research request. Free-text survey fields should still avoid unnecessary personal or sensitive information. Automated compatibility is cross-checked against Newegg PC Builder information and manufacturer specifications before an automatic estimate is released.
Repair tracking
The public repair tracker requires both a repair ticket number and the phone number associated with the repair. It returns limited repair-status information intended for that customer. Do not share your ticket and phone combination publicly.
Customer chat
Website chat messages are delivered to the GotCracked team so staff can respond. The browser stores a limited chat-session identifier so the conversation can continue when you return from the same device. Avoid sending passwords, payment-card details, or other unnecessary sensitive information in chat.
Service providers
GotCracked uses service providers to operate the website and business systems, including Cloudflare for website delivery, Supabase for application and database services, Discord for internal staff notifications and customer-chat routing, OpenAI for AI-assisted custom-PC research when enabled, email-delivery providers for customer confirmations and receipts, and public retailer/manufacturer websites such as Newegg for current parts and compatibility research. These providers process information as needed to provide those services.
Information sharing
We do not sell customer information. Information may be shared with service providers that support GotCracked operations, with shipping carriers when needed to deliver a device, or when required by law or necessary to protect customers, GotCracked, or others.
Data retention
Repair, custom-build, customer, receipt, warranty, and operational records may be retained as reasonably needed for customer service, accounting, warranty support, fraud prevention, legal obligations, and business records. Temporary website or chat data may be retained for a shorter period when it is no longer needed for those purposes.
Security
We use access controls, encrypted web connections, restricted staff systems, and other technical and operational safeguards. No internet-connected system can be guaranteed perfectly secure, so customers should submit only the information needed for service.
Your choices
You may contact GotCracked to ask about correcting customer contact information or to ask a privacy question. Some repair, custom-build, or transaction records may need to be retained for warranty, accounting, fraud-prevention, or legal reasons.
Contact
Privacy questions can be sent to [email protected] or discussed with the GotCracked shop at 700 North Main St, Ste D, Blacksburg, VA 24060.
