Customer Support FAQ
What are your hours for customer support?
Mon-Fri 9AM-5:30PM ET.
How long is your response time for phone support to help diagnose a problem?
We will get back to you within 4 business hours of your initial call or email.
How long do you warranty products?
Parts come with a standard 1 year warranty. Servers come with varied warranties from 30 days up to 3 years – exact terms are specified on your invoice.
What do you need to process a warranty claim?
For faster processing, please have your original order number, serial number on any relevant parts, and service tag on your server. Our service department will need to validate any serial numbers before they can process a warranty.
Is your return policy really “no questions asked”?
Yes. If you contact us within 14 days of your purchase, you can ship your parts/server back to us and receive a full refund for the items returned. Too many companies force you to lie about why you are returning something in order to get a refund. We don’t like having to do that when we do business, so we don’t make our customers do it.
Do you charge a restocking fee?
No restocking fees. People make mistakes and should not be penalized. Our focus is on long term customer relationships and not nickel and diming our customers on each purchase.
How should I package items that I send back to xByte?
Items should be returned in the original boxes and with original packaging that came from xByte. If that is not available, please contact firstname.lastname@example.org for alternatives.
If I am returning something for a refund, how long until I get the amount refunded?
We will refund your money within 4 days of receiving your item(s). You will be refunded the total amount of your original order less any shipping and service charges.
Parts were damaged during shipping, what do I do?
Do not disturb the contents. Contact your sales rep immediately or call xByte support at 888-929-8348. We will send replacement parts out to you and will also be filing a claim with FedEx.