Customer Support Service Changes for NAND SSDs during Solidigm™ Transition

Documentation

Warranty & RMA

000060218

10/03/2022

Intel®’s NAND Solid State Drive business was acquired by SK Hynix in November of 2020 and is now Solidigm™. Visit the Intel Newsroom for details.

Starting on October 3rd 2022, all Technical and Warranty Support for NAND SSD products will be provided directly by Solidigm™.

Note From September 30th, 2022 5PM PST in preparation for the transition our support systems will be unavailable as we experience required maintenance.

 

Technical Support: Please take note of changes below to technical case processing starting 9/30. Before this time, technical cases continue to be accepted through Intel Support:

  • All open technical cases will be closed by Intel Customer Support and transitioned to Solidigm Support to re-open. The Solidigm support team will contact customers directly to provide technical support starting Oct. 3rd, 2022.
  • To open new technical cases on or after 10/3, customers should contact Solidigm Support directly.

 

Warranty Support: Please take note of changes below to warranty processing:

  • Standard Warranty Request (SWR):
    • All defective drives associated with SWR must by received at Intel by 9/28 to receive a replacement product as long as the product is in stock. Intel will ship replacement parts to customers until 9/30. Any open SWR orders after 9/30 will be closed by Intel and transitioned to Solidigm support. Solidigm will convert transitioned SWR cases to Refund cases and process for Refund.
    • To open a new Standard Warranty Request on or after 10/3, please contact Solidigm support directly.
  • Advanced Warranty Request (AWR):
    • Intel will stop creating AWR requests at the end of 9/28. Intel will ship replacement parts to customers until 9/30. Any open AWR orders after 9/30 will be closed by Intel and transitioned to Solidigm support. Solidigm may convert transitioned AWR cases to Refund cases and process for Refund.
    • To open a new Advanced Warranty Request on or after 10/3, please contact Solidigm support directly.
  • Refund:
    • All defective drives associated with Refund must be received at Intel by 9/28 to initiate a refund payment as long as the banking enrollment is successfully complete. Intel will not process refund payments on or after 9/29. Any Open Refund orders after 9/30 will be closed by Intel and transitioned to Solidigm support, for those orders, customers should contact Solidigm support directly

 

For any questions, please contact Customer Support.

 

Related topics
NAND SSD Customer Support Frequently Asked Questions (FAQ)
Intel Newsroom: Intel Sells SSD Business and Dalian Facility to SK hynix