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RMA support?

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RMA support?

Postby amcfarla » January 21st, 2013, 10:23 am

My friend has a pivos XIOS DS box that has malfunctioned(since we cannot get it to work anymore), we have put in a support incident and they sent us a response back for troubleshooting steps, we have replied back stating those steps didn't work(since the box seems to be dead) but since then we have received zero response what to do next. It has been a couple of weeks so I am not sure what should we do at this point since we have a piece of hardware that doesn't work. Anyone have suggestions on getting support with this media Center? Thank you.
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Re: RMA support?

Postby aasoror » January 21st, 2013, 10:25 am

Whats your support ticket number ?
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Re: RMA support?

Postby amcfarla » January 21st, 2013, 10:37 am

992138
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Re: RMA support?

Postby aasoror » January 21st, 2013, 10:38 am

ok, let me look into it.
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Re: RMA support?

Postby amcfarla » January 21st, 2013, 10:38 am

my friend has been sending the replies via email, but i did put an update in the incident right after posting this forum post hrough the incident system on the site.
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Re: RMA support?

Postby aasoror » January 22nd, 2013, 6:44 pm

This should have been taken care of now :)
For the future, always go through the ticketing system (with initial report and all updates).
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Re: RMA support?

Postby XBMC ANDROID » February 1st, 2013, 1:51 am

If I can say so myself, I had a unit that I sent for an RMA, got replaced quickly, very satisfied with Pivos warranty process.
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RMA for overheating device

Postby waltertaucher » May 31st, 2013, 1:46 pm

I submitted a ticket May 21th , got a reply May24th submitted RMA request to both email address on email and to ticket system. Waited a week and did not get a response. Will someone please help get this ball rolling and assign an RMA to this ticket?







Here's the status of your ticket




Ticket ID

1371228 (05/21/2013)



Status

Response received



Title

yes



Problems

my 1 month old DS has melted my Sandisk 32gb sd memory card. When the memory card is inserted, it get immediately hot enough to burn your fingers. It takes only moments and it also melted the area around the memory slot. Within seconds the memory card is destroyed. I think I need to RMA this unit





Category

General



Priority

High



Product Series

XIOS DS



Product Serial Number

0002gm3310017288



Firmware Version

5/07/13



Network Type

WIRED



Video Connection

HDMI



Connected Devices

USB KB/MOUSE



Solution


[24 May 2013 00:17:35]


Hello,
Sorry to hear about that.
To initiate the RMA process, please download the RMA form found at this link:
http://www.pivosgroup.com/support_files ... A_Form.pdf
Please fill out the information required.
Email it back to me through the Ticketing system or to support903@pivosgroup.com.
I will then assign you an RMA number for your case.
Print out a hard copy of the form with RMA number and ship it back with the defective product to:
RMA Department
RMA #:
44073 S. Grimmer Blvd,
Fremont CA. 94538

If you have any further questions, please feel free to ask.

----------

Best Regards,
Pivos Support

[30 May 2013 12:34:45]


Thank you for your attention.

Files attached
---------------------------
https://www.LiveHelpNow.net/lhn/agent/d ... a_form.pdf
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Re: RMA for overheating device

Postby aasoror » May 31st, 2013, 4:40 pm

waltertaucher » May 31st, 2013, 4:46 pm wrote:I submitted a ticket May 21th , got a reply May24th submitted RMA request to both email address on email and to ticket system. Waited a week and did not get a response. Will someone please help get this ball rolling and assign an RMA to this ticket?

Let me look into that.
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Re: RMA support?

Postby aasoror » June 3rd, 2013, 9:14 am

RMA number was sent via ticketing system at June 02 at 3:22pm.
Let me know if you have any further issue or concerns.
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