{"id":1384,"date":"2017-11-17T18:17:58","date_gmt":"2017-11-17T18:17:58","guid":{"rendered":"http:\/\/marcoscarpio.com\/wordpress\/?p=1384"},"modified":"2025-10-03T07:18:22","modified_gmt":"2025-10-03T15:18:22","slug":"tale-two-ssds-ocz-toshiba-pny-customer-supports-story","status":"publish","type":"post","link":"https:\/\/www.marcoscarpio.com\/wordpress\/2017\/11\/17\/tale-two-ssds-ocz-toshiba-pny-customer-supports-story\/","title":{"rendered":"A Tale of Two SSDs: OCZ-Toshiba and PNY Customer Supports Story"},"content":{"rendered":"\n

While we don’t want our computer hardware to fail at all, or even during its warranty period, it’s a fact of life that some of them do.<\/p>\n\n\n\n

In my case, I thought solid-state drives (SSDs) would be more reliable than conventional ones because the former have no mechanical or moving components.<\/u><\/p>\n\n\n\n

I was dead wrong<\/strong>.<\/p>\n\n\n\n

In a week, two (2) of my SSD drives failed: one (a 120 GB PNY CS1311<\/strong>) as a backup on a Mac, and the other (a 480 GB OCZ-Toshiba ARC100<\/strong>) as the primary drive in a custom-made PC. It led me scrambling to find their invoices in our attic.<\/p>\n\n\n\n

Luckily, I had saved those receipts, and both SSDs are still within their warranty periods.  Most SSD manufacturers nowadays offer a 3-year warranty<\/strong> for their entry-level to mid-range models.  Some high-end units (usually the ‘enterprise’ models) come with warranty periods ranging from 5 to 10 years.<\/p>\n\n\n\n

So this was my RMA (Return Merchandise Authorization) experience for the two products<\/strong>:<\/p>\n\n\n\n

For the 480 GB ARC100 by OCZ-Toshiba<\/strong>, my expense was<\/span> zero,<\/strong><\/span> and I had my replacement SSD in hand after four (4) days<\/strong> of filing the RMA. \u00a0 They offer the best warranty program in the industry with their “Advanced Warranty Program<\/strong>” for most of their SSDs, including some “legacy” (i.e., obsolete) models.<\/p>\n\n\n\n

After they received a copy of the receipt (proof of purchase, as well as confirmation that it’s still under warranty) via email, a UPS Ground return label<\/strong> was included with the RMA number.\u00a0 <\/p>\n\n\n\n

The next day, they promptly shipped a replacement SSD<\/u> via UPS 2-Day<\/strong> service.<\/p>\n\n\n\n

OCZ-Toshiba’s customer support<\/a> was very professional, straightforward, and excellent<\/strong>. No nagging and unnecessary questions.\u00a0 Moreover, you are constantly notified via email of the entire RMA process.\u00a0 This is what customer service\/support is all about.<\/p>\n\n\n

\n
\"OCZ-Toshiba<\/a>
The defective 480 GB OCZ ARC100 (left) and the replacement 480 GB OCZ Vertex 460A. The replacement SSD was received just 4 days after I requested an RMA number from OCZ-Toshiba. Thanks to their “Advanced Warranty Program”.<\/figcaption><\/figure>\n<\/div>\n\n\n

For the 120 GB CS1311 made by PNY<\/strong>, my expense came to<\/span> about $10 –<\/span><\/strong><\/span>shipping back the defective unit via USPS Priority Mail to their support center in Parsippany, New Jersey- and I had the replacement SSD in hand eleven (11) days<\/strong> after I filed for an RMA number<\/a>.<\/p>\n\n\n\n

It could have taken more time had I not sent the defective unit back via USPS Priority Mail, which usually takes just two (2) business days.\u00a0 PNY shipped the replacement only after they had received the defective SSD<\/u> and utilized the cheaper but slower UPS Ground<\/strong> service.<\/p>\n\n\n\n

To its credit, PNY’s customer support was also prompt and straightforward, but it lacked the same attention to detail as OCZ-Toshiba.  And, they didn’t send follow-up emails to inform them how the entire RMA process had evolved.   You had to constantly visit a link they provided after the RMA number was issued to check on its status.<\/p>\n\n\n\n

VERDICT<\/strong><\/span>: Hands down, OCZ-Toshiba was the winner with its “no-cost-to-the-consumer ” approach<\/strong> and speedy turnaround<\/strong>.<\/p>\n\n\n\n

That’s why a product’s warranty is the only protection consumers have for their hard-earned money.<\/p>\n\n\n\n

And, how companies honor their warranties spells the difference between respectability and plain money-grab.<\/p>\n\n\n\n

When buying a solid-state drive, be sure to save the receipts and store them in an envelope, as most are printed on thermal paper.  Prolonged light exposure will erase all the information and render it useless.<\/p>\n\n\n\n

NOTE<\/strong><\/span>: OCZ-Toshiba and PNY<\/strong> replaced their defective units with brand-new<\/strong>, retail-box sets.<\/p>\n","protected":false},"excerpt":{"rendered":"

While we don’t want our computer hardware to fail at all, or even during its warranty period, it’s a fact of life that some of them do. In my case, I thought solid-state drives (SSDs) would be more reliable than conventional ones because the former have no mechanical or moving components. I was dead wrong. … <\/p>\n

Continue reading “A Tale of Two SSDs: OCZ-Toshiba and PNY Customer Supports Story”<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[],"class_list":["post-1384","post","type-post","status-publish","format-standard","hentry","category-new-gizmos"],"yoast_head":"\nA Tale of Two SSDs: OCZ-Toshiba and PNY Customer Supports Story - Baclaran Para\u00f1aque Rizal<\/title>\n<meta name=\"description\" content=\"A first-person account how two popular solid-state drive manufacturers, Toshiba and PNY, manage their customer support departments.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.marcoscarpio.com\/wordpress\/2017\/11\/17\/tale-two-ssds-ocz-toshiba-pny-customer-supports-story\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"A Tale of Two SSDs: OCZ-Toshiba and PNY Customer Supports Story - 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