Dear Sir or Madam,
Thank you for your interest in Maxtor and our products.
There are several ways to organise an In Warranty Replacement for your
Maxtor or Quantum hard drive.
Visit our RMA Online, where you can create your own Return Material
Authorisation (RMA) number.
If this method interests you, please visit our website at
www.maxtor.com ,
select Warranty Information
from the menu on the left side of the screen, then choose RMA Request Form.
All of the information requested below will be needed.
Alternatively you can telephone us on 00 353 1 204 1111, email us at
Eurotech_Assistance@Maxtor.Com,
or fax us on 00 353 1 204 14 19 with the details requested below.
Please find an explanation of the different replacement options below. In
order to allow us to deal with all enquiries as efficiently and accurately
as possible we would ask that you include any previous emails when replying
to us.
If you have any questions, please do not hesitate to contact us again.
Kind regards,
Ian McHardy
Customer Support Team, Maxtor Ireland Ltd.
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| MAXTOR Technical support / customer Service
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| Technical assistance and customer support is available from
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|8.30am to 5pm (GMT) Monday to Thursday and from 8.30am to 4pm (GMT) Friday.
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Multilingual Support: English, French and German
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| MAXTOR Ireland Ltd | Phone ++353 1 204 1111 (All countries)
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| | 08 25 31 43 22 (in
France) |
| | 01801 629867 (in
Germany) |
| Bray Business Park | Fax ++353 1 286 1419
|
| Southern Cross Rd, Bray | Order documents from our 24 hour fax
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| Co Wicklow, Ireland. | retrieval system: Faxback ++353 1 204 1122
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| VAT No. IE 6564121M | E-mail eurotech_assistance@maxtor.com
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| Maxtor on the Internet:
http://www.maxtor.com
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Maxtor Replacement Procedure
============================
There are two options available to you:
Standard Replacement:
---------------------
If you choose our Standard Replacement Option, you should send your drive to
Maxtor as soon as you are issued with your RMA number. Maxtor will send your
replacement drive on receipt of the defective drive.
Advance Replacement:
--------------------
If you choose our Advance Replacement Option, Maxtor will send you a
replacement drive before you return your defective drive. This way the
turnaround time for replacing your hard drive is going to be shorter,
and you will also be able to use our packing material to send the defective
drive back to us. In order to do this we will require your credit card
details. (This is purely a security measure - you will not be charged if
your drive is still in-warranty and if your defective drive arrives back
at Maxtor within 30 days of receipt of the replacement drive).
Please Note: There is a maximum of 2 drives on advanced replacement orders
Returns (RMA) Number:
---------------------
Before sending your defective drive to Maxtor you will need an RMA number.
We will issue you with an RMA number that should be marked clearly
when returning your defective drive.
In order to generate an RMA number for you we will need the following
information:
- Your complete address details
- phone number
- fax number (if applicable)
For internal hard disk drives (ATA/IDE or SCSI) we will need the following
hard drive data which you will find on the hard drive label(s).
If your serial number is an 8 digit mixture of letters and numbers which you
find under S/N on the big hard drive label we require:
- SERIAL NUMBER
- MODEL NUMBER
- HDA
- PCBA
- UNIQUE
- PowerMax error code, if at all possible, and a short description of drive
failure.
(Please note that you will not be able to run this utility on a Macintosh
system or a SCSI hard drive)
- If known, please quote the place of purchase.
If your serial number is a 10, 11 or 12 digit number which you find on a
small barcoded label on the side of the drive we require:
- SERIAL NUMBER
- Full TLA (this can be found on a label on either the interface connector
or the drive cover plate.
It may be marked P/N or GTLA. Please make sure to include the revision
number which indicated either by Rev
or by a hyphen/dash e.g. ST12A012 Rev 01-A or ST12A012-01-A )
- PowerMax error code, if at all possible, and a short description of drive
failure.
(Please note that you will not be able to run this utility on a Macintosh
system or a SCSI hard drive).
- If known, please quote the place of purchase.
If you wish to avail of our advanced replacement we would also require:
- Credit card number (Mastercard, VISA, Access, American Express)
- Name of cardholder
- Expiry date
- Credit card billing address
Before you return your drive:
-----------------------------
Maxtor Customer Service is a leader in Customer Service and Technical
Support
in the hard drive industry. However, no matter how friendly and efficient
we are, returning a drive for warranty service means system downtime and
extra effort for you packing and shipping the drive. Of the drives returned
to us for warranty replacement, on a large percentage of drives we find
no faults. Some typical reasons for 'No Faults Found' are:
File System Corruption
Driver Corruption
Broken Master Boot Record
Virus Attack
Hardware Conflicts , for example PCs' BIOS hard drive capacity limitations
Before you send it in, it is to your benefit to know if a replacement drive
will solve your problem. Maxtor recommend contacting a Technical support
technician or using our diagnostic utility, to determine whether the drive
is faulty.
Our diagnostic program is called 'PowerMax', which will test the
condition of the hard drive, and possibly save you time and money.
- PowerMax can be obtained from the following (if not already attached to
this email):
Maxtor's World Wide Web Site at
http://www.maxtor.com/products/DiamondMax/techsupport/TechnicalProcedures/20
014.htm
- Download the file named "PWRDIAG.EXE".
- PWRDIAG.EXE is a self-extracting file containing:
POWERMAX.EXE - Utility for performing hard drive diagnostics,
CHIPSET.DRV - Driver Database File
and 20014.TXT - instructions for using PowerMax.
- Save the PWRDIAG.EXE to a floppy diskette and, using Windows Explorer
double-click
on the file to extract the files. Alternatively, if these files are
already attached to this email
simply save all three files named above onto a floppy diskette.
- To use the software, clean boot (i.e. from a system boot floppy diskette)
to a command prompt (a:\),
- Insert the PowerMax floppy diskette and run the utility.
** Do NOT run PowerMax from within a GUI environment
(i.e. from a Windows desktop window), as the drive might not be recognised
correctly
when PowerMax is run from within Windows.
* Please note that it is not possible to run this utility on a SCSI hard
drive, in a Macintosh system, nor is this utility to be used on an external
1394 drive.
You will also find information about the most common problems at
http://www.maxtor.com/products/DiamondMax/techsupport/OnlineSelfHelp/self_he
lp.html
and in our knowledge base at
http://maxtor.custhelp.com/cgi-bin/maxtor.cfg/php/enduser/home.php
Shipping Costs:
---------------
The customer carries shipment costs of the return drive to Maxtor. Maxtor in
turn will pay for the freight costs of the replacement drive.
Warranty Periods:
-----------------
You will find the warranty dates for all Maxtor and Quantum models on our
Internet page.
Just click on the following link
www.maxtor.com , select Warranty
Information from the menu
on the left side of the screen and then click on Warranty Lookup.
Void Warranty:
--------------
Your hard drive is no longer covered by Maxtor's warranty, if the defect is
due to;
- Abnormal wear and tear
- Abuse, unreasonable use, mistreatment, or neglect
- Damage caused during installation of the disk drive
- Damage caused by the equipment or system with which the disk drive is used
- Damages caused by modification or repair not made or authorized by Maxtor
- Disk drives whose Maxtor Serial Number has been removed or defaced
- Damage caused by use of non-Maxtor packaging
- Damage caused by improper or improperly used packaging
- Damage caused by lack of ESD protection
- Drives that are determined to be stolen.
To view our full warranty statement:
www.maxtor.com , select Warranty
Information
from the menu on the left side of the screen, and then click on Warranty
Statement.
How to contact us (Technical Support and Customer Service)
Phone: ++353 1 204 1111
Fax: ++353 1 286 1419
E-Mail: EUROTECH_ASSISTANCE@MAXTOR.COM
Web:
http://www.maxtor.com
-----Original Message-----
From: bluh@wanadoo.nl [mailto:bluh@wanadoo.nl]
Sent: 24 February 2002 11:33
To: eurotech_assistance@maxtor.com
Subject: He crashed when the computer was in windows.
********************************************************************
********************** Submitter Details ***************************
FirstName: Bart
LastName: van der poel
Email: bluh@wanadoo.nl
Phone: 053*******
*********************************************************************
********************** Support Request Details **********************
Location: Europe
Language: Dutch
Request Type: RMA_Request
Manufacturer: Quantum
Drive Model: Quantum fireball CX 10.2 gb
Product Line: ATA/IDE Drive
Product Serial #: ********** (ff weggezipt
)
Product Part #: cx10a011 rev 01-b
Operating System: Windows Me Version:
Computer System:
CPU: AMD K6
CPU Speed: 450mhz
Controller Card: none
********************** For SCSI Products ****************************
SCSI Adapter:
Description:
I was operating Worldcraft (Half-Life Editor) when he began making a
tikking noise. The screen went blue. When i rebooted the computer gave
many errors (and the HDD was making the tikking noise).
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