Velocity Micro Support

Michael has fielded countless support calls, and he’s honed in on the process.

“The first step to all support is information gathering. We ask questions to help us shape and understand the issue, and what we can possibly do to address it.”

Max mentions that you might receive instructions from the team to dig into the problem. ”In most cases, we’ll request the customer run stress tests or hardware scans in which we supply instructions and exactly what to look out for.” The team knows that getting these directions can sometimes be confusing or difficult to follow, so they encourage you to take your time and ask for clarification if you need it along the way.

Frequently, the only program you’ll be asked to install is a remote viewing program so our team can take the wheel. Michael frequently runs into issues with Windows itself. “The most common issue we encounter that can be resolved remotely are Windows repair or clean installs. To help diagnose the issue, we will occasionally remote into peoples systems. This allows us to run diagnostic scans such as DISM, CHKDSK, or SFC.” These scans give support a more detailed picture of how the individual components of your system are holding up to rule out hardware issues.
“Depending on what we find and the severity of the issues, we’ll either recommend a repair install, or send them to our website's article on how to perform a clean installation of Windows at home.” Max has helped dozens of folks through this process. “All of the tools you need are already on your computer, and the guide includes screenshots of every step you need to take on our support portal here.”

Occasionally, our customers will run into a problem that’s a bit bigger than what we can handle in just a chatbox or over the phone. “Once we’ve exhausted all remote support options we will recall the system for a technician to take a look.”
You might find yourself in a situation where the only real solution is bringing your rig in to get looked at. We’re sorry if it’s come to this. Here are the steps to take:

1. Back up everything important: If possible, back up all of your crucial files. This is simply a best-practice step. If at all possible, we will NOT interfere with your files and data, but situations may arise that require us to wipe the drive, so be prepared.
2. Make plans to send it in: Once the RMA is approved, you’ll receive a paper trail via email including your support and repair ticket. If the repair is out of warranty, you’ll also receive an initial invoice and shipping label for you to use. Return labels are only provided for pre-paid out of warranty repairs and in warranty repairs within the first 60 days.
3. Use the original packaging the PC came in: Shipping is oftentimes the toughest part of your PCs life. The packaging material that came with your PC is designed to make it as cushioned as possible.
4. Send it off: We’ll keep you updated as soon as it arrives with us.

You can also bring your PC in-person to our physical address:

Velocity Micro
500 Southlake Blvd
Richmond, VA 23236

“Once the system arrives in house, we will do an initial visual inspection to ensure there was no mishandling in transit. Next we will attempt to re-create the reported issue,” Max begins.
“If the issue is hardware related, we tend to try swapping out parts one by one, or running them alongside a known working configuration on a test bench.” Michael notes that sometimes, the culprit reveals itself on the bench right away. “Once we have determined the functionality or the root of the issue, we will RMA the part if possible, or reach out to the customer with a quote for a replacement if outside of the warranty period.”
Once the system is good as new, they treat it that way. “We’lll run the system through our full QC and stress process,” says Michael. “This process is identical to the stress and QC that we run all new systems through in our production.”