OCZ Technology | Support | OCZ Customer Service FAQ

How do I complete an RMA once a number is issued to me?

Once the OCZ Technical support staff issues you an RMA number, you are responsible for the following:

Customer is responsible for shipping charges TO our facility only. OCZ splits the cost with paid RETURN shipping.
RMA number must be clearly marked on the outside of the package. Please mark at least two sides of the packaging.
Please use good discretion when packaging your return items so we can ensure damage was not incurred during shipping. Memory modules must be placed in an anti-static bag with several inches of soft packing around the entire memory module. Please include all additional hardware that was included with your product in the return box(cords, connectors, etc).
OCZ understands the inconvenience of system down time. Cross-shipments (aka Advance Shipments) are possible for U.S. residents only with a valid credit card number that will be refunded upon return (please allow 10-15 days for full credit card refunds). (Please note: This service is only available if we have product in stock.)
Customers may hand-return the product to one of our nearby RMA offices in the US, Canada, and the Netherlands (view locations). This can be arranged via your ticket or with one of our service representatives.
RMA numbers are only valid for 14 days from date of issue. It is in this time frame that you must ship back your defective product to OCZ. Tickets are "closed" if no additional comments are added after six days. Your ticket number is NOT the same as your RMA number, so if your ticket has been closed, this does not mean your RMA is not being processed. Please create a new ticket and reference your assigned RMA number if you wish to add additional comments.
If you have additional concerns about an RMA or your product, please reference them in your ticket and our support staff will do what they can to streamline the process for you. The ticketing process will provide you with the necessary updates on the progress of your RMA, or call one of our toll-free help lines for assistance. (click here for contact information)

What happens once I send back my product to OCZ?

Once we receive your product, it will be immediately tested. If the part is tested good according to our testing procedure, it may be shipped back to you, or if support determines it may be an incompatibility issue it may be replaced with an equivalent or better part at our discretion. If the product fails our testing process, it will be replaced immediately by an equivalent or better part.

Where can I ship to for RMA processing?

OCZ has several global offices where RMAs are processed. You can ship your replacement to the closest location we have available to you, or simply hand-carry your RMA to our nearest location to swap on the spot! (Stock permitting)

For U.S. RMAs (Except Power Supplies): OCZ Technology Attn: RMA Dept. 6373 San Ignacio Ave San Jose, CA. 95119	For U.S. RMAs (Power Supplies): PC Power & Cooling Attn: RMA Dept. 5995 Avenida Encinas Carlsbad, CA. 92008
For Canada RMAs: OCZ Technology Group Inc. Attn: RMA Dept. Canada 160 Konrad Cres., Unit #1 Markham, Ontario, Can L3R 9T9	For Europe RMAs: OCZ Technology Group Inc. Attn: RMA Dept. Europe Kleveringweg 23 2616 Delft Netherlands
For Asia RMAs: 16F-3, No. 700, Chung Cheng Road Chung Ho City, Taipei County Taiwan, 235, R.O.C.

What is the standard turn-around time?

Once we receive your return product, please allow at least two business for processing, excluding weekends and holidays. If a product is in stock, it will be put on rush processing, and immediately shipped out via UPS. If the product is from a prior generation (EOL, discontinued) it may be repaired in house or sent to an outsourced facility for repair. At OCZ Technology's sole discretion we may offer current market value credit to purchase another module from our line. You will be emailed a tracking number once your replacement has shipped.

IMPORTANT NOTE: All OCZ Warehouse locations are closed the first two days of each month for inventory counting. No products can be shipped out during this time.

How do I check my ticket status?

Simply enter your information into our online form here.If you are still having difficulty, please contact our support team using our Toll-Free Support Line at 1- (800) 459-1816.

What should I do if I receive the replacement product, and it still does not work?

Generally, this indicates that the problem is related to something other than that specific product. Please contact support again we will do what we can to help you troubleshoot.

IMPORTANT NOTICE:
All OCZ Warranties are void for products within or destined to Cuba, Iran, Sudan, Syria or North Korea. OCZ cannot provide technical support or replacements for those products.

Questions Regarding Rebates:

» Where can I check the status of my rebate?

» How long does it take to receive a rebate payment?

» My rebate payment expired, what can I do?

» I never received my rebate amount (lost in the mail). What should I do?

» I printed out my rebate form, do I have to register online before I mail it in?

» I didn't print out the correct rebate form, so now I have the wrong date range.

» Can I get two of the same products during one rebate period?

» I haven't received my product from the reseller and the deadline for submission is soon.
What should I do?

» I have another rebate related question or need help filing a submission, who can I contact?

Where can I check the status of my rebate?

For ALL rebate promotions (all resellers):
http://ocztechnology.4myrebate.com

For ALL NEWEGG promotions beginning June 2009 and forward: http://ocztechnology2.4myrebate.com

How long does it take to receive a rebate payment?

Unless otherwise specified for your claim, please allow approximately 8-10 weeks for processing from the date we approve your claim.

My rebate payment expired, what can I do?

Rebate claims amounts issued in check form expire 90 days from issuance date. Rebate claim amounts issued in Prepaid Gift Card form expire 12 months from issuance date. Unfortunately we are unable to re-issue any rebate payments after they have expired, so please make sure you cash/deposit your checks or use the full amount on your prepaid cards within this time frame.

I never received my rebate amount (lost in the mail) or the amount is different than the listed promotion. What should I do?

If you were issued a prepaid Visa or MasterCard please call card services at 1-877-855-7201.

If you received your rebate amount in the form a check please e-mail us at rebates@ocztechnology.com (Please include your claim number and check issuance date). It is important that you contact us right away if you feel your payment was lost so we can assist you with a replacement. We cannot assist with lost checks after the regulatory 90 day expiration.

I printed out my rebate form, do I have to register online before I mail it in?

Yes. As stated on all of our rebate forms, you will need to register your claim online to create a tracking number for your submission. After you finish registration there will be a page for you to print and sign with the mailing address included at the bottom. Online submissions greatly speed up the submission process and help you easily track your status.

I didn't print out the correct rebate form, so now I have the wrong date range

Most of our reseller partners keep current and recent rebate forms available on their websites. If you have difficulties finding the right form, send us an e-mail with your purchase date, product, and reseller name, and we'll be happy to send you the correct form.

Can I get two of the same products during one rebate period?

Only one product per promotion per household will be eligible for a rebate. If you make a purchase under a different promotional code or from a different household then you would qualify for each purchase.

I haven't received my product from the reseller and the deadline for submission is soon. What should I do?

Always complete your registration as soon as possible since the registration will close once the normal submission period ends (21 to 30 days after the last available purchase date). Once you receive your product, complete your submission right away then e-mail us your rebate tracking number along with your product shipment information, so we can override any postmark date denials.

I have another rebate related question or need help filing a submission, who can I contact?

OCZ has a dedicated rebate support personnel to answer all your inquiries or assist with registration. We strive to answer all messages within one business day, and can provide over-the-phone assistance Monday-Friday 9AM-6PM PST (excluding holidays).

E-mail: rebates@ocztechnology.com
Phone: (408) 440-3416

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