PNY RMA Procedure. Rev

Transcription

1 PNY RMA Procedure Rev Mar

2 1. RMA Inspection CONTENTS 1-1 Is the Product Defective? 1-2 Is the Product in Warranty? 2. The Appendix #1 PNY & HP damage checklist #2 PNY UFix Repair Tools User Guide 3. TOP1 Product fake identification. 4. Customer Service - FAQ 4-1 Flash Card 4-2 Flash USB 4-3 DRAM 4-4 Other 2

3 1. RMA Inspection 1-1 Is the Product Defective? Before requesting a return material authorization (RMA), please review the following topics to see if the problem can be corrected. PNY & HP USB Flash Drive & Flash Card checklist Check if No visible physical damage, you could refer to the PNY damage checklist <appendix.1> Run the UFix Repair Tools to determine if the USB Flash Drive is functional. < appendix 2> DRAM Module checklist Check if No visible physical damage, you could refer to the PNY damage checklist <appendix.1> Use PNY's Memory Configurator to determine the correct memory upgrade for your machine Ensure the largest amount of memory is placed in the lowest numbered memory bank Removed and reinstalled the memory ensuring correct seating of memory Boot up computer with only PNY memory installed 3

4 VGA card checklist: Onboard video is disabled in your system BIOS Device Manager only shows your NEW video card under display adapters Your display drivers were installed with all antivirus programs disabled Your computer meets the minimum system requirements displayed on the Video Card Packaging You have not overclocked or altered your PNY product in anyway 4

5 1-2. Is the Product in Warranty? With the product's serial number & Date Code, check to see if the product still covered under PNY s warranty a. Identify the Date Code if within warranty. - PNY USB Flash Drive -PNY Dram Module 5

6 -HP USB Flash Drive 1. The First Version The First Version Code I 0 6 I M U D T 4 Date Code The second code : This code indicates the year of production. The code defined as follows: "8"=2008, "9"=2009, "0"=2010, "1"=2011 The third code : This code indicates the month of production. The code defined as follows: "1"=January, "2"=February, "3"=March, "4"=April, "5"=May, "6"=June, "7"=July, "8"=August, "9"=September, "A"=October, "B"=November, "C"=December 6

7 2. The Second Version The Second Version Code B M ( 8 ) Date Code Capacity The first code : This code indicates the year of production. The code defined as follows: "A"=2010, "B"=2011, "C"=2012, "D"= The second code : This code indicates the month of production. The code defined as follows: "J"=January, "F"=February, "M"=March, "A"=April, "Y"=May, "E"=June, "U"=July, "G"=August, "S"=September, "O"=October, "N"=November, "D"=December The third code : This code indicates that the capacity. 7

8 b. PNY Warranty Information PNY Taiwan warrants and tests the product to be free from defects in material and workmanship and to conform to published specifications. c. Coverage of Warranty (1) During the warranty period, should the product fail under normal use in the recommended environment due to improper workmanship or materials, PNY Taiwan shall repair the product or replace it with a comparable one. (2)This warranty is valid for a specific period from the date of purchase. Proof of date of purchase is required. PNY Taiwan will inspect the product and make a decision regarding repair or replacement. PNY Taiwan reserves the right to provide a functional equivalent or refurbished product as a replacement. (3)This warranty only applies to the product itself, and excludes all product accessories; PNY Taiwan is not responsible for any data recovery in the event of a flash drive or flash card or other storage 8

9 media. (4)When shipping product to PNY Taiwan, consumer is responsible for one-way shipping charge. When shipping product from outside the Taiwan this will include freight, duty, customs fees, taxes and any other fees induced. d. Limited Warranty The provisions of this warranty shall not apply if, in PNY's sole judgment, the product has been subject to misuse or neglect, improper installation, damaged in an accident, or repaired or altered or problems with electrical power, in any way that affects its performance or reliability. e. Duration of Warranty (1)PNY DRAM Module PNY brand DRAM module series are covered by this warranty for a period of lifetime warranty and six years free repair service from the date of original retail purchase. Proof of date of purchase or product warranty label is required. 9

10 (2)PNY Flash Card Flash card is covered by this warranty for a period of lifetime warranty and service. (3)PNY Flash Drive Flash drive is covered by this warranty for a period of five years warranty and service. (4)PNY VGA Card PNY provides for a year basic warranty, start in 90 days after purchasing, please logon to the PNY US website at www3.pny.com/registration/index.aspx registers the purchase product of the model and the correlation data, the product will extends to be three years warranty. If has not done registers, it only be able to enjoy a year warranty. If guarantees against damage which caused by the natural factors during the warranty period, the product enjoys the free service. Please retain the PNY original factory warranty label, because if label losing or damages causes to be unable to recognize is unable to provide the service. The customers which are 10

11 outside of US, has the responsible for all including freight charges, duties, customs fees, taxes and any other fees induced. Proof of date of purchase or product warranty label is required. (5)HP Flash Card: Flash card is covered by this warranty for a period of 2 years warranty and service. (6)HP Flash Drive: Flash drive is covered by this warranty for a period of 2 years warranty and service. f. Product repair procedure and a matter needing attention When shipping defective product for repair or replacement, please contact your seller for detail information. When shipping defective product for repair or replacement, please remove product accessories, such as battery, earphone (MP3), USB extension cable, flash card adapter...etc. Please backup the data stored in the flash card, flash drive and other storage products. Data could be lost during the repair process. PNY Taiwan reserves the right to repair the defective product or 11

12 provide a functional equivalent or refurbished product as a replacement. Retail packaging is not included when returning repaired or replacement product to customer. g. Product repair with charge If product is out of warranty or defective due to abnormal use needs to be repaired with charge per customer, PNY Taiwan reserves the right to accept it. h. EOL lifetime warranty product repair instruction PNY Taiwan will not continue providing repair or replacement for the lifetime warranty product which is End of Life and not repairable. PNY Taiwan would announce the EOL products on website on routine basis. 12

13 *Repair procedure for End of Life product in warranty period. For product which is End of Life and still in warranty period, if repair is required, the lead-time is around 7 ~ 30 days. If product is not repairable, PNY Taiwan reserves the right to provide a functional equivalent, or refurbished replacement product. End of Life product list DRAM Flash drive VGA card 1.BRAVO USB Series 1.PC-133 LONG & SO DIMM 2.DDR266 LONG & SO DIMM 3.DDR MICRO DIMM 4.BRAVO Brand 2.MICRO SD 128MB~1GB 3.SD CARD 64~1GB 4.MINI SD Series 5.OUT DOOR Series 6.ATTACHE Series 7.MMC MOPBILE Series 8.MMC PLUS Series 9.MMC Series ,5700,6600, 6800(PCIE & AGP) GT GT GT GT 13

14 2. Appendix #1: PNY damage checklist Below examples are products found to be damaged through misuse, abuse or negligence is not eligible for our warranty replacement. If product with such issue still needs to be repaired or replaced with charge, Please contact PNY Customer Service Dept. 14

15 If there is trace can be observed with the following situations, PNY shall not accept the RMA application.flash drive & Flash card 1. The housing had been opened or taken apart 2. The housing is bended or broken or cracked or deformed 3. The PCB or SIP is cracked, bended. 4. The gold pins were burned SD card housing damage SD card IC damage SD card switch lost Mini SD card housing damage Mini SD card housing Micro SD card housing damage The PNY label re-labeled damage Abnormal external voltage causes Burned COB Broken COB Broken Housing Broken Card Housing Broken 15

16 COB Broken COB Broken COB Broken USB Connector out of shape USB Connector out of shape COB Broken COB Broken COB Broken COB Broken Housing Broken 16

17 DRAM Module 1. The component had been taken apart 2. The component fall off 3. The PCB is bended or scratched or broken or cracked or deformed 4. The gold pins were burned EEPROM lost IC damage IC fall off PCB Broken 17

18 VGA Card 1. The component fall off 2. The PCB is scratched or bended or deformed 3. The gold pins were burned VGA CARD VGA-IC fall off VGA-PCB damaged(1) VGA-PCB damaged(2) 18

19 Appendix #2: PNY UFix Repair Tools User Guide 1. Introduction 1.1 System Requirements Windows 98 / ME / 2000 / XP / Vista USB 2.0 Host USB HUB (Optional) 1.2 Multilingual Support Simplified Chinese Traditional Chinese Japanese and English 1.3 Function Update firmware version. When bad blocks over original setting will cause UFD (USB Flash Disk) to be read only. Use this tool can increase reserve bad block and solve read only problem. 1.4 Note User must backup all data in the UFD because Ufix will format UFD when execution. 19

20 2. Ufix Function Description Plug in UFD and execute Old F/W Update F/W Exit Urescue Ufix will format and re-partition your UFD to one partition disk 3. Ufix Operation Step After press Update following window will pop up. 20

21 Press OK to start UFD. After above message pop up means repair complete please unplug 21

22 3. TOP1 Product fake identification How to identify the fake of v165w? Any product found to be damaged through misuse and not PNY&HP product, abuse or negligence is not eligible for warranty replacement. The First Solution Check the appearance of the product The first inforation : This code indicates the time of production. The second inforation : This code indicates the name of product. The Second Solution Check the product include chip or not? 22

23 4. Customer Service - FAQ 6-1 Flash Card Q1: Why is that the actual storage capacity of the product slightly less than it written on the product specification? A : All storage product will display a lower than stated memory capacity when they are viewed on a computer. The reason for this discrepancy is the way in which Flash memory and Hard drive manufacturers calculate a megabyte of memory. Windows calculates a megabyte, or 1,000KBs (or 1,000x1,000 bytes), as 1,000KBs, when in fact the correct calculation is 1,024KBs. System vendor: 1MB = 1024x1024 Bytes Hardware vendor: 1MB = 1000x1000 Bytes In addition it has a memory capacity overhead of between 1 3% to allow for: (1). Firmware (2). Software applications (3). Enhanced data storage reliability 23

24 So, when every thing is taken into consideration, your product displaying a lower than specified memory capacity is in fact normal. EX: for a 512MB storage device, Windows will calculate it as having a capacity of 512,000,000 1,024 1,024=488,281,250 bytes MB 24

25 Q2: Why I can t use memory card with computer, phone or other system? A : Please make the following preliminary test: 1. Please make sure the capacity of the memory card if have support read type or not? 2. Please make sure the memory card can be used on the computer? If you can use it on the compute, please try to e format FAT or FAT32. (Capacity 2GB FAT, Capacity 4GB FAT32.) After format, please kindly format your card with system again to check the problem occurred. If still don t work, your card may be defective for compatibility issue. 25

26 Q3: After using the flash card with my Card Reader to take pictures, my computer can no longer access the files on the card. A : Please make sure the card reader if have support or not? HC(High capacity) SD 1.0 Version : Max. 12.5MB/sec (around 85x) *Capacity 2GB SD 1.1 Version : Max. 25MB/sec (around 170x) *Capacity 2GB SD 2.0 Version : SDHC (FAT32 ) * Capacity 4GB~32GB 26

27 Q4:.I try to write something to the SD/SDHC card, but I get the error message The media is write protected. What can I do? A: Please make sure that the write protection switch is on the correct position. Please refer to the attached picture. If the problem still exists, please kindly take the product with the receipt back to the original retailer and ask for a repair or replacement service. 27

28 Q5: Why can`t my digital camera use a higher capacity flash card? A : Please contact the manufacturer of your digital camera to verify its maximum supported capacity (Capacity / Speed) Q6: What should I do when my memory card is not working with my devices (digital camera, mobile phone, PDA, card reader)? A : Please kindly do the following steps first before contacting us: 1. Please make sure that the devices you used can fully support the memory card. For example, the maximum supported capacity of the devices? 2. Format the memory card with your devices and check if the problem still exists. 3. Format the memory card on an external card reader that can support the memory card and check if the problem still exists. 4. If the problem still exists after checking the steps listed above, please kindly contact with the original retailer for further help. 28

29 Q7: What is the Class Speed Rating in SDHC cards? A : The SD Association defines 4 speed classes to help users identify the speed and performance of SDHC cards. The class speed rating specifies a minimum sustained read/write speed. You can look for the Speed Class Logo to identify the performance class of your memory cards and host devices. Speed Min. Write Min. Read Class 2 2 (MB/sec) 2 (MB/sec) Class 4 4 (MB/sec) 4 (MB/sec) Class 6 6 (MB/sec) 6 (MB/sec) Class (MB/sec) 10 (MB/sec) B : About another speed class for 133X. X = Speed (1X/ 150kb/sec). 133X =150kb 133= 19950kb/s. The Min write / read is 19.5MB/S. 29

30 Q8: Why my memory card transfer rate could not reach the speed you claim? A : PNY flash products follow the industrial standard to test the transfer rate. Test is under the standard of simplest condition and general accepted benchmark. In the case of usual transfer, the speed will be limited by related hardware and software to reach the expected speed. These factors include: Motherboard (Driver, Firmware) The limitation of the Host Device ( i.e. the controller of Digital Camera ) The number and format of transferring data Operating System (Version) The loading of system Related hardware ( i.e. USB cable, card reader,memory and so on) All of these factors would slow down the transfer speed. 30

31 6-2 Flash USB Q1: What is the flash drive's Spec.? A : USB (Universal Serial Bus) as following specifications, Widespread use of the currently on the market for USB 2.0. Type. Spec. HZ Speed USB 3.0 Super Speed 5Gbps 500MB/S USB 2.0 Hi-Speed 480Mbps 60MB/S USB 1.1 Full Speed 12Mbps 1.5MB/S USB 1.0 Low Speed 1.5Mbps 187.5KB/S 31

32 Q2:When USB 2.0 no driver? A : Please confirm your computer system if have support USB 2.0 or not. If so, please kindly to following to Control Manager->System->Device Manager->Universal serial Bus controllers-> Click on the yellow question mark ->Update Driver. 32

33 Q3: While trying to copy data to my USB drive, I got an error message that says, "Disk is write protected." How do I solve this problem? Q3: While trying to copy data to my USB drive, I got an error message that says, "Disk is write protected." How do I solve this problem? A : Please make sure the computer if have read USB or not. if so, then try to upgrade the tools as download link in advance. The tool ( UFix-I or UFix II v2 ) can fix the problem and update the firmware as well. This will make your flash drive be more reliable. Just plug your flash drive into any USB port on your PC, as soon as your PC detects the flash drive, execute the program. If the tools do not help or still the same problem, please contact with our agent service center at website. Ufix Repair Program (could solve 80% Software problem) Free Download at: 33

34 Q4: Why my Flash drive can not copy the single large file over than 4GB? A : As Windows operating system default file format to FAT32, please format the flash drive to NTFS in Windows XP first. Root Cause: - FAT32 -bigger - so newer digital cameras use it on their cards. Files can't be over 4 GB. - NTFS- generally reserved for hard drives. It's more robust than FAT32, but the directory structure's proprietary, so cameras don't use it. NTFS has no issues using FAT16/32 devices, it is designed to be backward compatible. However if you stuck an FAT32 in Windows XP (over 4GB file). it wont work. As you know FAT32 limits you to 4Gb partition and must be formatted with NTFS not FAT32. 34

35 Q5: Comparison of NTFS, FAT32 & FAT16? Partition limited Largest size of single file Naming Convention Naming Convention Suggestion NTFS FAT16 FAT32 The largest partition is limited to The largest partition is limited The largest partition is limited 16EB. to 4GB. to 2TB. ( 1 Exabyte equal to 1,024 TB) Maximum file size is 16TB minus 64KB. Maximum file size is 2 GB. Maximum file size is 4GB Uses the traditional 8.3 file naming convention and all file File and directory names can be up names must be created with the to 255 characters long, including any File and directory names can be ASCII character set. The name of extensions. File and directory names up to 255 characters long, a file or directory can be up to are not case sensitive, but will including any extensions. eight characters long, then a maintain the case as typed period (.) separator, and up to a three-character extension. The name must start with either The name must start with either The name must start with either a a letter or number and can a letter or number and can letter or number and can contain any contain any characters except contain any characters except characters except for the following:? for the following:? " / \ for the following:? " / \ " / \ < > * : < > * : < > * : Suitable for drives or partitions that are over 400MB of size. Used spaces for NTFS system file format, normally at least 4MB for 100MB partition. Maximum number of files and folders is In Windows XP, you can format Maximum number of files in a FAT32 volume up to 32 GB root folder is 255. only. If needed to format above Suitable for small capacity drive 32GB, please use NTFS format or partition. 35

36 6-3 DRAM Q1: Why do I use DDR2 800 module, but the computer shows DDR2 667? A : Please check user`s manual of your motherboard if there is any limitation of memory frequency. Different chipset supports different max frequency. Q2: Why can`t we use DDR2 and DDR3 modules together? A : Although DDR3 and DDR2 are both 240Pin modules, they have different electrical design and operating voltage. Q3: Why can`t my computer boot after module is inserted? A : Please confirm the module is suitable for your computer. Power off the computer, and re-install the module again. Please try to change the order if more than one module is installed. Please try to install PNY module only. 36

37 Q4: What is the data transfer rate of DDR, DDR2 and DDR3? DDR DDR200 DDR266 DDR333 DDR400 Data transfer rate 1600MB/s 2128MB/s 2664MB/s 3200MB/s DDR2 DDR2 400 DDR2 533 DDR2 667 DDR2 800 Data transfer rate 3200MB/s 4200MB/s 5300MB/s 6400MB/s DDR3 DDR3 800 DDR DDR Data transfer rate 6400MB/s 8500MB/s 10664MB/s 37

38 6-4 Other Q1: What is PNY warranty policy? A : PNY brand DRAM module series are covered by this warranty for a period of lifetime warranty and six years free repair service from the date of original retail purchase. Proof of date of purchase or product warranty label is required. Ex:PNY DRAM module for six years This then means that the PNY memory in the product has not been discontinued and the date of purchase still in six years, so you can get free RMA service for repair & replacement. If you want to repair it if the product still has not been discontinued, PNY TW will be charge of cost for repair & replacement. EOL lifetime warranty product repair instruction at: 38