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Author Topic: Shuttle RMA  (Read 610 times)

Ratio

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Shuttle RMA
« on: Jan 03, 2014, 12:35 AM »
Someone I occasionally do tech support for had a Shuttle PC go bad today. It was powered off successfully, but then failed to restart. The power button simply didn't do anything. I opened up the case, checked that the power supply worked by unplugging it from the mobo and jumping it, and it responded instantly. I then checked to make sure that the power switch leads were open when the power switch was not being pressed and closed when it was. Everything looked good and it appeared to be a problem with the motherboard. Since this was a mission critical box, I went out and picked up a replacement, swapped the hard drive, optical drive, memory and processor over to the new one, which then powered on and booted up just fine.

I called Shuttle tech support and was on hold for about ten minutes until I was connected. I told the person on the other end of the line what was going on and what I had checked, and she immediately gave me a case number and where to find the RMA form so I could complete it online. Aside from the wait, it was completely painless and the person I talked to seemed to understand exactly what troubleshooting steps I had taken without me having to break it down Barney style.

Within an hour of filling out the RMA form, I had an email with detailed instructions for sending the box in to Shuttle for repair/replacement. The warranty is for three years, and this particular box was put together on 4/4/13, so it was well within that time frame. (Entering the serial number from the box on their RMA form gave me the exact date the box was assembled at their factory.) I packed the box up into the newly purchased box's packaging and headed off to the UPS store. Where they were out of toner and couldn't print labels. (You had one job.) So I went to the next UPS store, which is right next to the market where we normally shop and we needed a few things, so it wasn't terribly inconvenient.

Shipping to get it to Shuttle on Monday cost a total of $15 which includes the UPS store packing it into a bigger box. (The box it's in is a good box with soft foam, but it's sort of a display box and not really made for being taped shut.)

So the bad is that the PC stopped working after 8 months. The good is that Shuttle has had excellent customer service (aside from the phone wait time). Now we just need to see how long it takes them to turn it around.

I'll update this as the process continues. Painless customer service goes a long way in my book towards making me inclined to buy a company's products.


Happiness is when you play a game so well that people call you a hacker.

There are two types of people in the world, those who can extrapolate from incomplete information.

Ratio

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Re: Shuttle RMA
« Reply #1 on: Jan 08, 2014, 04:22 AM »
The package arrived at Shuttle on Monday.

On Tuesday at about 5pm, I got a text alert from FedEx saying they had picked up a package at Shuttle for me. It's on it's way back and should be here on Thursday. Which means that even with my choosing the slowest (or at least cheapest) shipping method to send it in, it's still a one week turn around. Which is nice.

Color me impressed.

We'll see how it looks when it gets here.
Happiness is when you play a game so well that people call you a hacker.

There are two types of people in the world, those who can extrapolate from incomplete information.

Mag

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Re: Shuttle RMA
« Reply #2 on: Jan 08, 2014, 02:01 PM »
Mmm... FedEx texts you? That's interesting. Did you set up an account and have it flag your home address to alert you when you're the destination?

Ratio

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Re: Shuttle RMA
« Reply #3 on: Jan 08, 2014, 03:28 PM »
I'm pretty sure you just need to sign up for a FedEx account. Same as UPS.

It's been that way for years, so I don't remember exactly.
Happiness is when you play a game so well that people call you a hacker.

There are two types of people in the world, those who can extrapolate from incomplete information.

Deatch

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Re: Shuttle RMA
« Reply #4 on: Jan 08, 2014, 06:30 PM »
I've had a lot of problems with FedEx, so I tend to stay away from them. I usually go with Purolator now, which I'm not sure if it's a Canadian-only company when I need something shipped in a decently timely manner. UPS tends to be the more expensive option here, but they are fairly high-end in terms of reliability, much moreso than the other two previously listed companies. It could just be a Canadian thing, however. :P

Nature Boy

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Re: Shuttle RMA
« Reply #5 on: Jan 08, 2014, 11:54 PM »
I work for UPS, we appreciate it and look forward to doing business with you in the future. God speed and party on...

Ratio

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Re: Shuttle RMA
« Reply #6 on: Jan 09, 2014, 07:06 PM »
It got back early this morning with a new motherboard. Apparently they did a burn-in with Prime95 on the new board, but there's no indication of how long they ran it... Still, that's nice to see.

They also replaced a weird case screw that was missing--I lost it when I was ripping the thing apart to get at the front panel's guts. Hex head, double diameter barrel with a long standoff. Wouldn't even know where to look for one.

Pretty painless experience, all in all.
Happiness is when you play a game so well that people call you a hacker.

There are two types of people in the world, those who can extrapolate from incomplete information.

 

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