Indirect Customer Support – Samsung Hard Disk Integration

Philippines

Agenda • Samsung Hard Disk Return Process for Channel Flow

Philippines

• Seagate Collection Point

• Return Procedure

• Appendix • How to create RMA in Seagate Website

• How to register as a Seagate Partner

• Samsung Hard Disk FAQ

Seagate Confidential

Yes

No

Place of Purchase

Samsung Drive User

Place of purchase known?

Yes

No

Philippines Seagate

Collection point

Service Flow for Samsung Hard Disk in Philippines

Seagate Confidential

Millennium Drive

Create RMA online (see Return Procedure)

Replacement (Repaired drive)

Philippines Seagate Collection Point

Note : Freight charge to be based on Seagate Policy. For more shipping details please refer to the link below : http://www.seagate.com/support/warranty-and-returns/packing-and-shipping-instructions/

Country Collection Point (CP) CP Address

Philippines UPS SCS (Philippines), Inc. Inc.Queensway Ave., Pascor Drive Ext., Parañaque City 1700, Philippines

Seagate Confidential

Return Procedure

7

1. Go to Seagate.com http://www.seagate.com/www/en-au/

Support & Downloads

Warranty and Returns

Choose ‘Return a Single Drive’ or ‘Return Multiple Drives’ or ‘RMA login’

Or choose one of the following links for your method of return.

All of the following links have step-by-step instructions provided to walk you through the warranty status and RMA issuance process:

A. Return a Single Drive: This link is for one-time users. It is recommended that you run Seatools prior to setting up an RMA. For help with Seatools, please contact Technical Support.

B. Return Multiple Drives: This link is for returning customers that would like to check warranty and subsequently set-up an RMA.

C. RMA Login: This has an RMA/Return portal for registered customers or guest users. It also provides the option to register for the first time for eCommerce access when setting up an the RMA.

To return a product you will need the Serial Number and the Part Number or Model Number.

Find my Serial/Part/Model numbers: This link provides directions on how to find these numbers

For assistance with setting up your return or RMA, please contact Warranty Support.

2. Once an RMA number is issued, an order confirmation will be provided to you with the appropriate return ship location and the option to print a return label. The order confirmation is also emailed to the customer.

3. Packaging requirements and instructions are also provided in the order confirmation email.

RMA Status can be checked on-line from the warranty support page at anytime by clicking on the check status link:

Check status on an existing return order

Seagate Confidential

End-User In-Warranty Product Return Process

8

Support Information Link: http://www.seagate.com/www/en-us/about/contact_us/ For up-to-date information, please check link above.

Warranty Support: Asia Pacific

Seagate Customer Support Centers

Seagate offers worldwide customer support for Seagate , Maxtor or Samsung hard disk. Seagate direct OEM, Distribution, and

System Integrator customers should contact their Seagate customer support representative for warranty information. Other customers

should contact their place of purchase.

THE SEAGATE RMA (RETURN MATERIAL AUTHORIZATION) NUMBER ISSUED IS FOR THE RETURN OF DEFECTIVE WARRANTY

PRODUCT ONLY. WITHOUT PRIOR APPROVAL SEAGATE MAY CONSIDER USE OF THIS RMA NUMBER TO RETURN NON-

DEFECTIVE PRODUCT AS FRAUD.

Warranty Assistance Free! Check your Warranty and Create a Return.

Country Phone Business Hours Submit Email Case

Philippines 1.800.1441.0356 8:00am to 11:00am Submit Email Case

12:30pm to 5.30pm (http://support2.seagate.com/)

Monday – Friday Chat (English)

Philippines Standard Time (GMT +8) (http://support2.seagate.com/ChatLaunch?rc=1)

Seagate Confidential

End-User Warranty Support

9

Support Information Link: http://www.seagate.com/www/en-us/about/contact_us/ For up to date information, please check link above:

Technical Support:

Seagate offers free self-service web support, email, and user-to-user forums support on your product. You may also call technical support using the instructions below.

Call Technical Support Asia Pacific Verify Your Complimentary Phone Technical Support Technical Support will answer technical and troubleshooting questions regarding your Seagate , Maxtor or Samsung hard disk during normal call center business hours.

(You can check the warranty status of your product using our Warranty Checker tool.)

Knowledge Base Free! Find answers to your technical support questions in our knowledge base.

Warranty Assistance Free! Check your Warranty and Create a Return.

Email Free! Get your questions answered by submitting an email case.

1-on-1 Chat Asia Pacific

Get immediate answers from live agents Monday through Friday (not applicable for Network Attached Products)

Seagate Confidential

End-User Technical Support

Appendix

How to create a Return Material authorization (RMA) on Seagate Website

FAQ

Seagate Confidential

http://www.seagate.com/www/en-us/support/warranty_%26_returns_assistance/samsung-warranty-faq