Repair Support
Velocity Micro's award winning Customer Care, the premier source for information on your Velocity Micro PC. To help answer your questions and address support issues, our team of experts have compiled this library of walk-throughs, downloads, and FAQs. This information is updated, expanded, and refined on a daily basis to ensure you have the very latest information available.
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How do I get RMA service for my NVIDIA Tesla or Quadro?
If your Velocity Micro workstation was equipped with an NVIDIA Tesla or Quadro card, your system may carry a one-year warranty from us, while the card itself may carry a 3 or even 5 year manufacturer's warranty from NVIDIA.
If the card develops a problem outside of our warranty period, you have the option to seek Return Merchandise Authorization directly from the manufacturer of the card. To do so, please follow the instructions at the links below:
Register your Tesla product with NVIDIA
If I buy a Velocity Micro PC through a private seller/auction, can I get a restore disk from Velocity Micro?
Unfortunately we are not able to provide Windows restore or installation disks to anyone other than our direct customers or customers who have purchased through an authorized reseller (ie; DealTree, eBay, Best Buy Outlet, et cetera are NOT authorized resellers). We recommend contacting the seller of the PC for the disk or purchasing a retail copy of Windows.
How do I send in my computer for depot repair?
Systems Under Warranty
- Contact the Technical Support Team for troubleshooting and to determine if depot repair is required.
- Once the repair team authorizes a recall for repair an RMA (returned merchandise authorization) will be issued.
- Prior authorization is required or the package will be refused and shipped back at the customer’s expense.
- Within the first 60 days from receipt of the system Velocity Micro will pay normal ground shipping fees for RMAs (returned merchandise authorization).
- The system must be located within the contiguous 48 states, Alaska, or Hawaii. The customer is responsible for all international shipping costs.
- Velocity Micro will email a return label to the customer within 24 hours of authorization.
- If the customer requests faster service, the customer will be charged for the difference in the shipping costs at the time the return authorization is originated.
- After the first 60 days, the customer is responsible for shipping charges and shipping insurance to Velocity Micro facilities.
- The customer must use the original box and packing materials to ensure its safety. Purchasing shipping insurance is always recommended.
- If the customer does not have the original shipping container, new packing must be purchased from Velocity Micro prior to the return of the computer.
- Velocity Micro is not responsible for damage to systems in transit.
- Repair parts and labor are covered under warranty.
- If a system is recalled for repair and it is discovered that the problem is not covered under this warranty, Velocity Micro will notify the customer and inform them of service alternatives that are available to them on a fee basis.
- Velocity Micro will pay ground shipping of the repaired system back to the customer within the contiguous 48 states, Alaska, or Hawaii.
Systems Out of Warranty
- Contact the Technical Support Team for troubleshooting and to determine if depot repair is required.
- Once the repair team authorizes a recall for repair an RMA (returned merchandise authorization) will be issued.
- Prior authorization is required or the package will be refused and shipped back at the customer’s expense.
- The customer is responsible for shipping charges and shipping insurance to Velocity Micro facilities.
- The customer must use the original box and packing materials to ensure its safety. Purchasing shipping insurance is always recommended.
- The customer will be responsible for part costs and labor fees.
- The repair technician will perform a diagnosis and provide the customer an estimate for both parts and labor.
- The customer is responsible for ground shipping of the repaired system back to the customer.
How long will it be before I receive my PC back from warranty repair?
Steps in the repair process
- Shipping Inbound — The system repair turn-around time begins with shipping to Richmond-VA, normally 1-5 days. Of course this is determined largely by the point of origin and shipping level.
- Received/In Queue — The system is received from shipping and placed into the repair queue, this is the step with the longest duration. This normally may last as long as 5 days, but depending on the number of systems in the repair queue, there may be a extended time before your system is placed on the workbench and a technician begins diagnosis.
- Benched — The system is benched and assessed by our repair team. Hardware is tested, diagnosis made and parts are ordered if required. Part availability may affect repair time. BIOS updates, OS and driver installation occurs at this point if required. The repair process usually takes 3 to 4 business days to allow for final testing and burn-in of any replaced parts.
- Shipping Outbound — The system repair turn-around time comes to an end, normally 1-5 days to ship back to end user. Of course this is determined largely by the point of return and shipping level. The warranty allows for UPS ground shipping, but expediting shipping is available for purchase.
Other Factors
The repair turnaround time may fluctuate with the season depending on our current sales or repair volume. During heavy volume seasons like Back to School and Christmas for example, we experience a spike in repairs that can fill the queue and extend the repair turnaround time.
Please ask what the expected queue times are during your conversations with the support technicians prior to your system being recalled for repair.
What are the steps in the repair process?
Velocity Micro understands how important your PC is to daily life. It is our goal to repair your PC quickly, but thoroughly so you experience no additional concerns. We appreciate your partnership in working together to resolve your current PC issues. Below outlines what will occur while your PC is in our Repair Depot for repair. We will be in communication with you throughout the repair experience to inform you of the status.
Repair Process
- Computer is placed on one of our repair benches.
- A technician is assigned to the PC and diagnosis of the PC begins.
- The technician will update the notes within the ticket (Real-time updates to your ticket are visible by Logging-in to the Support Portal). The technician may also call you to give you status of the machine after the initial diagnosis.
- Once the system has been diagnosed, parts that need to be replaced will be installed and, if necessary, a complete wipe and reload of the operating system will be completed.
- The technician will benchmark the system for a minimum of 24 hours after the format and the installation of replacement parts is complete.
- Once the benchmarking is complete the system will be prepped for a Quality Control check. The Quality Control Specialist will review all aspects of the machine to ensure the system is functioning at 100 percent and the PC matches the original build specifications.
- When the PC is ready to ship you will be notified and provided a detailed explanation of the diagnosis and repair.
- The shipping team will append the repair ticket with return tracking information in the Support Portal.
Repair Overview
Hardware Checked
- Memory
- Hard Drive
- Processor
- Video Card
- Media Devices
- Motherboard
- Power Supply
- Other Peripherals
Required Steps
- Hard drive reformatted
- Clean install of operating system
- Defective parts replaced with exact model or comparable or better specs
- Drivers updated and placed on C: Drive in a drivers folder
- PC cleaned inside/out
Benchmarks/Tests as Appropriate
- Prime 95
- Mem Test
- HD Diagnostics
- 3D Marks
- Idle Temp/Load Temp
Note: Velocity Micro does NOT perform data recovery or safe guard your data during the reinstall of your operating system. If there is data on your hard drive that is important you may want to consider the following options:
- Remove hard drives prior to shipping in and purchase a hard drive from us so we can perform a clean install of the operating system.
- Back up all data before shipping in the PC.