FAQs

Support FAQs

1. I'm having trouble with a product, how do I begin the RMA Process?
   • OCZ uses the ticket system to ensure our customers are assisted in the order received. Please create a ticket for troubleshooting or to set up an RMA in your region:
     
     US / Canada / South America
     Europe / United Kingdom / Russia / Africa / Middle East
     Asia / The Pacific
     
     You can alternately visit our support forums for troubleshooting advice before starting the RMA process. Additional support and customer service contact information can be found on our website.
     
     IMPORTANT NOTICE: All OCZ Warranties are void for products within or destined to Cuba, Iran, Sudan, Syria or North Korea. OCZ cannot provide technical support or replacements for those products.
2. Can I make a special request in my RMA ticket?
   • Of course! OCZ wants the RMA process to be as streamlined as possible for our customers. Some important questions you can specify include:
     
     
     • Where is the closest RMA receiving location to me? This will help eliminate down time and international customs charges. OCZ currently has receiving centers in our US, UK, Netherlands, and Asia-Pacific offices.
     • To arrange a hand-carried RMA to your nearest location
     • To arrange an "advance shipment" with a credit card (US and Canada only at this time)
     • To arrange an alternative product shipment or refund (current market value) with our support staff in the case of incompatibility
     • Ask our support staff for any additional troubleshooting
3. How do I complete an RMA once a number is issued to me?
   • Once the OCZ Technical support staff issues you an RMA number, you are responsible for the following:
     
     
     • Customer is responsible for shipping charges TO our facility only. OCZ splits the cost with paid RETURN shipping.
     • RMA number must be clearly marked on the outside of the package. Please mark at least two sides of the packaging.
     • Please use good discretion when packaging your return items so we can ensure damage was not incurred during shipping. Please place flash or memory products in an anti-static bag with several inches of soft packing around the entire drive/module.
     • OCZ understands the inconvenience of system down time. Cross-shipments (aka Advance Shipments) are possible for U.S. residents only with a valid credit card number that will be refunded upon return (please allow 10-15 days for full credit card refunds). Please note: This service is only available if we have product in stock.
     • Customers may hand-return the product to one of our nearby RMA offices (view locations). This can be arranged via your ticket or with one of our service representatives.
     • RMA numbers are only valid for 14 days from date of issue. It is in this time frame that you must ship back your defective product to OCZ. Tickets are "closed" if no additional comments are added after six days. Your ticket number is NOT the same as your RMA number, so if your ticket has been closed, this does not mean your RMA is not being processed. Please create a new ticket and reference your assigned RMA number if you wish to add additional comments.
     • If you have additional concerns about an RMA or your product, please reference them in your ticket and our support staff will do what they can to streamline the process for you. The ticketing process will provide you with the necessary updates on the progress of your RMA, or call one of our toll-free help lines for assistance.
4. What happens once I send back my product to OCZ?
   • Once we receive your product, it will be tested. If the part is tested good according to our testing procedure, it may be shipped back to you, or if support determines it may be an incompatibility issue it may be replaced with an equivalent or better part at our discretion. If the product fails our testing process, it will be replaced immediately by an equivalent or better part.
5. Where can I ship to for RMA processing?
   • OCZ has several global offices where RMAs are processed. You can ship your replacement to the closest location we have available to you, or simply hand-carry your RMA to our nearest location.
     
     
     For US RMAs (Except Power Supplies)
     OCZ Technology
     Attn: RMA Department
     6373 San Ignacio Ave
     San Jose, CA 95119
     
     For Europe RMAs
     OCZ Technology Group Inc.
     Attn: RMA Dept Europe
     Coenecoop 89B
     2741 PH, Waddinxveen, Netherlands
     
     For Asia RMAs
     OCZ Technology Group Inc. Taiwan Branch (APAC)
     No.1, Gaoxia Rd
     Zhongli City, Taoyuan County 32061
     Taiwan, R.O.C.
     For U.S. RMAs (Power Supplies)
     PC Power & Cooling
     Attn: RMA Department
     5995 Avenida Encinas
     Carlsbad, CA 92008
     
     For UK RMAs
     OCZ Technology Group Inc.
     Unit A, Stafford Park 2
     Telford, Shropshire
     TF3 3AR
     United Kingdom
     
     For Canada RMAs
     OCZ Technology RMA Dept
     35 Riviera Drive, unit 11-13
     Markham, Ontario L3R 8N4
     
6. What is the standard turn-around time?
   • Once we receive your return product, please allow at least two business days for processing, excluding weekends and holidays. If a product is in stock, it will be put on rush processing, and immediately shipped out via UPS. If the product is from a prior generation (EOL, discontinued) it may be repaired in house or sent to an outsourced facility for repair. At OCZ Technology's sole discretion we may offer current market value credit to purchase another module from our line. You will be emailed a tracking number once your replacement has shipped.
     
     IMPORTANT NOTE: All OCZ Warehouse locations are closed the first two days of each month for inventory counting. No products can be shipped out during this time.
7. How do I check my ticket status?
   • Simply enter your Email and Ticket ID into our online RMA Status form. If you are still having difficulty, please contact our support team using our Toll-Free Support Line at 1 (800) 459-1816.
8. What should I do if I receive the replacement product, and it still does not work?
   • Generally, this indicates that the problem is related to something other than that specific product. Please contact support again we will do what we can to help you troubleshoot.

SSD FAQs

1. How do SSDs differ from hard drives?
   • An SSD works entirely different than a typical hard disk drive, though both serve the primary function of storing and accessing data. SSDs do not use a spinning disk to store data, instead information is stored on flash memory chips which are proven to be faster. SSDs have extremely low access times, as they don't require the storage medium to spin up for data access. Thus, all data on an SSD can be accessed instantaneously without the delays of mechanical "seek" times. SSDs have no moving parts, resulting in many benefits over older HDD technology, including greater durability, less power requirements, less heat production and zero noise. More information can be found on our SSD vs. HDD section.
2. Do I need to install any drivers to use my SSD?
   • Your SSD will work running the existing drivers that are used by your original hard disk, so there is no need to install additional drivers. Internal devices require the BIOS to be able to communicate with the SSD, so it is recommended you update your BIOS to the latest version to ensure compatibility.
3. What is the difference between SLC and MLC flash memory chips?
   • Most SSDs on the market utilize NAND flash memory which can be sub-divided into two categories, SLC and MLC.
     
     SLC (Single Level Cell) SSDs store only one data bit per NAND flash cell which leads to faster transfer speeds, higher cell endurance and a lower power consumption. The only downside to SLC chips used in SSDs is the manufacturing cost per Megabyte and the total capacity, which is less per NAND cell than MLC. SLCs are intended for the high-end consumer and server market and they have approximately 10 times more endurance compared to MLCs.
     
     MLC (Multi Level Cell) SSDs store two or more bits per NAND flash cell. Storing more bits per cell achieves a higher capacity and lower manufacturing cost per Megabyte. MLC SSDs are designed for the mainstream consumer market and are much faster compared to standard hard disk drives. MLC SSDs are improving with faster and more efficient technologies and are being adopted into the high-end consumer and server markets.
4. Why do I need to update the firmware on my drive?
   • OCZ releases bug fixes, performance enhancements, and other important updates via new firmware releases that are directly available for end-users. Updating to the latest supported firmware will help ensure your OCZ SSD is able to operate at peak performance and stability.
5. If I'm using an older OS such as Vista or XP, will I still get the performance benefits of SSDs?
   • While you will get the overall benefits of an SSD vs. a HDD in both XP and Vista, SSDs will perform best with Windows 7 due to features available such as TRIM. Though Windows Vista and XP were released before SSDs were a mainstream product, both can be used without issue. OCZ has an extensive user forum for additional info and guides on how to optimize your SSD within any operating system.
6. What is the life expectancy of my SSD?
   • Aside from the estimated projections of flash memory lifecycles, how the drive is used will have a great effect on the life expectancy of your SSD. Generally, you should get many years of solid use out of your SSD. Excessive benchmarking of the drive that forces many writes/reads will shorten the lifespan. Also, do not defragment your drive, as it is not necessary.
7. Why do certain models of OCZ SSDs have more "non-usable" space than other models?
   • Certain drives have more reserve-space than others depending on the configuration or controller architecture of the drive. This is for performance and stability optimization, with blocks reserved for formatting redundancy and wear-leveling.
8. SSDs seem like a lot more maintenance than harddrives. If I'm an average PC user can I just "set it and forget it" when using an SSD?
   • Installing an SSD is not as hard as it seems! In fact, an SSD is as easy to configure and maintain as an HDD. With Windows 7, there is nothing you need to do to achieve optimal performance of your SSD. Windows 7 will automatically detect your SSD and enable TRIM and disable Defrag. Windows XP and Vista are not SSD-optimized and will require a small bit of adjusting upon initial installation for optimal performance to be achieved.
9. Is TRIM possible in RAID mode? How can drive performance be restored in RAID mode?
   • TRIM is not supported in RAID mode at this time. OCZ SSDs feature built-in garbage collection to ensure optimal performance after time, and you can also create an image of your RAID array to be restored following a secure erase of each individual drive. Secure erasing each SSD and then recreating the array will allow for maximum performance.
10. How can I move my data onto my new SSD?
    • Acronis® True Image HD Software is a great tool that allows you adjust partition sizes before the clone starts. Cloning copies the contents of your drive to another drive in the event you wish to migrate your existing data/OS rather than do a fresh OS install. Many times, the contents of the first disk are written to an image file as an intermediate step. This image file can be saved for future restoration of your data.
11. What is the OCZ Toolbox?
    • OCZ Toolbox is a piece of software that allows end users to perform important functions on their Sandforce-based OCZ SSD within Windows. You can use OCZ Toolbox to update the firmware of your drive, along with performing Secure Erase and Factory Default functions. OCZ Toolbox can only be used to update firmware under Windows 7 and you must run the program as an Administrator.
12. Does my SSD support TRIM?
    • All current OCZ SSDs support TRIM when used with Windows 7 and 8, as well as some variations of Linux.
13. Is there any required maintenance for my SSD?
    • No maintenance is required on OCZ SSDs, but turning off drive defragmentation is highly recommended. Defragmentation is not beneficial to SSDs and may cause unnecessary writes to the drive.
14. How long will my SSD last?
    • Lifespan will vary from user to user due to a number of unpredictable variables. SSD lifespan is not as simple as it might seem at first glance. It’s dependent a wide variety of factors ranging from the SSD itself to the user’s computing habits, data workloads and SSD usage profile.
15. Does benchmarking my SSD decrease lifespan?
    • Yes, all writes to the drive will decrease the number of program/erase cycles each NAND flash cell has remaining. However, it would take tens and maybe hundreds of thousands of benchmarks to noticeably impact the lifespan of your drive.
16. Will my SSD get hot?
    • “Hot” is a relative term; however, your SSD should not exceed 5-7 degrees above the ambient temperature inside the system it is installed in.
17. Do I need to format my SSD? Why doesn't the drive appear in "My Computer" (Windows) or in "Finder" (Mac)?
    • If you’re doing a fresh Windows operating system installation, formatting is done automatically with the OS installation. If you’re installing a new SSD as a secondary storage device, the drive must be initialized and formatted before use.
      
      Windows:
      • Launch “Disk Management”
      • A pop-up window should recognize the SSD and ask to “Initialize Disk” > Click “OK”
      • Right-click the “Unallocated” SSD > Select “New Simple Volume”
      • Follow the on screen instructions (default settings) to finish formatting the SSD
      
      Mac OSX:
      • Launch “Disk Utility”
      • Select your SSD from the list on the left hand side > Click the “Partition” tab
      • Choose “1 Partition” from the Volume Scheme > Select “Mac OS Extended (Journaled)” under the format option
      • Click “Options” and select “GUID Partition Table” > Click “Apply” to finish formatting the SSD
18. How do I find out the firmware version on my SSD?
    • Windows:
      a) Device Manager:
      • Click the Windows Start icon > Right-click “Computer” > Select “Manage”
      • Under “System Tools” on the left hand menu, select “Device Manager” in the sub-menu
      • Select “Disk drives” on the right hand menu and double click on your OCZ SSD
      • Click “Details” tab > Under “Property” menu, select “Hardware Ids”
      • Your firmware revision should be displayed on the right hand side next to your SSD model number
      b) OCZ Toolbox:
      • Download and launch the latest OCZ Toolbox version.
      • Select the SSD from the list and the firmware version should be displayed on the right side.
      
      Mac OS X:
      • Click the Apple icon in the top left corner > Select “About this Mac” > Click “More Info…”
      • Under the hardware menu, click “Serial-ATA” in the sub-menu
      • Select the OCZ SSD in the right hand menu > The current firmware version should be displayed under “Revision”
      
19. How do I update my firmware?
    • You can use our OCZ Toolbox to update the firmware of your SSD. An active internet connection is required for firmware updates.
      
      Windows 8, 7 and Vista:
      • Download and launch the latest OCZ Toolbox version
      • Select your SSD from the list
      • Select the “Tools” tab > Click “Update Firmware”
      
      If you have Windows XP or Linux, follow the instruction here.
      
      Mac OSX:
      • Download the latest OCZ bootable Toolbox version
      • Create a bootable media (CD/USB) with downloaded .ISO file > Boot from the media source
      • Launch the OCZ Toolbox > Select your SSD from the list
      • Select the “Tools” tab > Click “Update Firmware”
      
      Further detailed instructions for Mac OSX click here.
20. Do I need drivers for my SSDs?
    • Our SATA-based SSDs do not require any additional drivers to operate other than the ones installed by your operating system, but our PCIe-based SSDs require the installation of a driver to properly function. Please visit the download section for the latest drivers.
21. Will my SSD fit in my laptop?
    • Our SSDs were designed to fit most laptops. Newer Intel® Ultrabooks™ may require OCZ SSDs based on the “low profile” 7mm enclosure. Please confirm with your systems manual for the proper dimensions and specifications.
22. How difficult is it to install an SSD into my system?
    • OCZ SSDs are designed to be direct replacements for HDDs and do not require any additional modifications. It’s as simple as removing your old hard drive and directly replacing it with your OCZ SSD. Please refer to your systems manual for details on how to access your hard drive.
23. Will my OCZ SATA 3.0 6Gb/s SSD work in my SATA 2 / SATA 1 based system?
    • Yes, OCZ SATA 3.0 (6Gb/s) SSDs are backwards compatible with SATA 1.0 (1.5Gb/s) and SATA 2 (3.0GB/s), but there will be a reduction in performance. Results may vary depending on system specifications and platform.
24. How do I clone/migrate my HDD?
    • Select OCZ SSDs are bundled with Acronis® True Image™ cloning software for Windows; this will provide you the proper tools to migrate your HDD to SSD. Alternatively, you can choose to clone your HDD using open source software such as Gparted and Clonezilla. Windows also offers the ability to create a system image/backup within the OS to restore on your new SSD. Mac OSX users can utilize the operating system’s Disk Utility to clone their drive.
25. Is there a certain PCIe slot I should use with my RevoDrive 3 Series PCIe SSD?
    • The RevoDrive 3 SSD will work with any available PCIe x4, x8 and x16 slots. However, PCIe x16 slots tends to provide better performance and results may vary depending on system specifications and components installed. Please refer to the tested motherboard guide for more info.

Rebate FAQs

1. Where can I check the status of my rebate?
   • For ALL rebate promotions (all resellers): http://ocztechnology.4myrebate.com
     For ALL NEWEGG promotions beginning June 2009 and forward:  http://ocztechnology2.4myrebate.com
2. How long does it take to receive a rebate payment?
   • Unless otherwise specified for your claim, please allow approximately 8-10 weeks for processing from the date we approve your claim.
3. My rebate payment expired, what can I do?
   • Rebate claims amounts issued in check form expire 90 days from issuance date. Rebate claim amounts issued in Prepaid Gift Card form expire 12 months from issuance date. Unfortunately we are unable to re-issue any rebate payments after they have expired, so please make sure you cash/deposit your checks or use the full amount on your prepaid cards within this time frame.
4. I never received my rebate amount (lost in the mail) or the amount is different than the listed promotion. What should I do?
   • If you were issued a prepaid Visa or MasterCard, please call card services at 1-877-855-7201. If you were issued a prepaid American Express Rewardcard®, please call card services at 1-800-297-7327.
     
     If you received your rebate amount in the form a check please e-mail us at rebates@ocztechnology.com (Please include your claim number and check issuance date). It is important that you contact us right away if you feel your payment was lost so we can assist you with a replacement. We cannot assist with lost checks after the regulatory 90 day expiration.
5. I printed out my rebate form, do I have to register online before I mail it in?
   • Yes. As stated on all of our rebate forms, you will need to register your claim online to create a tracking number for your submission. After you finish registration there will be a page for you to print and sign with the mailing address included at the bottom. Online submissions greatly speed up the submission process and help you easily track your status.
6. Is there a limit to how many rebates I can claim per purchase?
   • As stated on the rebate offer form, you are eligible to register for up to 3 rebates per product per promotion for each household. Each product is not eligible for multiple offer codes, unless otherwise specified.
7. I haven't received my product from the reseller and the deadline for submission is soon. What should I do?
   • Always complete your registration as soon as possible since the registration will close once the normal submission period ends (21 to 30 days after the last available purchase date). Once you receive your product, complete your submission right away then Email us your rebate tracking number along with your product shipment information, so we can override any postmark date denials.
8. I have another rebate related question or need help filing a submission, who can I contact?
   • Our rebate house offers toll-free phone assistance, and OCZ has a dedicated rebate support personnel to answer all your inquiries or assist via email. Live phone support is provided M-F 9AM-6PM EST (excluding holidays), and email support M-F 9AM-6PM PST (excluding holidays).
     
     Toll Free: 1(866)-876-0856   EMAIL