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How do I prepare my desktop PC for RMA shipping?

Diagnostics before RMA

Before an RMA is started, our support will normally ask for information that helps isolate the issue. This may include:

  • the system serial number
  • a description of the problem
  • when the problem started
  • whether the system was moved, opened, cleaned or upgraded
  • whether any hardware or software changes were made
  • photos or videos of the issue
  • diagnostic logs
  • benchmark or stress-test results

Our support will confirm whether the whole PC must be returned or whether another service path is more suitable. Depending on the issue, this may also involve remote diagnostics, replacement parts, an on-premise service options depending on project and prior agreements.

Do not send in the system without prior RMA approval.

If an RMA return is required, our support will provide an RMA number and the required shipping instructions. Please include the RMA number on the shipping label and on the accompanying document.

Storage and backups

Before returning the PC, back up all important data. We cannot guarantee that data on the installed drives will remain intact during diagnosis or repair. If drive encryption is enabled, make sure that the required recovery key is available. Passwords should only be shared if support explicitly requests them, and they should be sent via the communication channel specified by support, not written openly on the RMA form.

Do not remove SSDs or other internal components unless our support has explicitly instructed you to do so. Removing internal components can create additional risk and may make fault analysis more difficult. Damage caused by improper removal or reinstallation of components is not covered by warranty.

Remove dust before shipping

Before shipping, the system should be cleaned at least moderately. If a system is returned in a heavily soiled condition, additional cleaning fees may apply.

Shipping box

Use the original packaging whenever possible.

Desktop PCs contain heavy components. For transport, the system must be protected from shocks, vibration and internal movement. The original packaging and internal transport protection are designed for this purpose.

If the original packaging is no longer available, contact our support before shipping the PC. Depending on volume and location, we might be able to provide additional package material at your cost. Do not improvise with unsuitable packaging. A desktop PC should not be shipped in a thin box, with loose padding or without protection for heavy internal components.

Use a neutral outer box without prints, logos or labels that indicate the content of the package. Pack the system so that it is protected on all sides and cannot move inside the box.

Removal of GPU before shipping

For RMA shipping, we require you to remove the graphics card and to pack it separately.

  1. Shut down the PC, switch off the power supply, unplug the power cable and allow the system to cool down before opening the chassis.
  2. Touch a grounded metal surface before handling internal components.
  3. Carefully disconnect the GPU power cable by pulling the connector straight out, without twisting it or pulling on the cable itself.
  4. The GPU is secured to the back panel of the PC with screws. The graphics card is also secured by a mounting bracket, which is screwed to the chassis. Loosen all the relevant screws.
  5. Release the PCI Express slot latch on the motherboard and support the weight of the card with one hand while pulling it straight out of the slot.
  6. Do not touch the gold contacts or components on the circuit board.
  7. Place the graphics card in an anti-static bag if available.

For packing, use a rigid box with sufficient padding on all sides so that the card cannot move inside the package. Make sure no pressure is applied to the fan blades, cooler shroud, PCI Express connector or 12VHPWR power socket. Pack the graphics card separately from the PC chassis inside the shipping box and make sure it cannot collide with the system or other accessories during transport.

Additional safety and precautions

Please follow these important precautions:

  • Use adequate outer packaging.
  • Use sufficient internal padding on all sides.
  • Add transport protection to the interior of the PC case.
  • Remove loose accessories from inside the chassis.
  • Do not leave screws, adapters, cables or other loose parts inside the PC.
  • Include the RMA document inside the package.
  • Include the power cable and any accessories requested by our support.
  • Photograph the packed system before shipping.

If the system is damaged in transit because unsuitable packaging was used, this may delay the RMA process and may affect responsibility for the damage.

Avoid delays

If the system is still within the warranty period, the RMA return must also be submitted within the warranty period. If the system is sent in after the warranty has expired, free-of-charge handling can no longer be guaranteed.