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Repair_Return_RMA

EFiX USB REPAIR/REPLACE/RETURN/RMA

  1. I want to return my efix usb, how do I proceed with return?

  2. I have bought efix from www.efixusa.com - www.expresshd.com and my efix usb dongle is still under warranty, my efix no longer shows up under Bios setup/Advanced Bios Features/Hard Disk Boot Priority; I see my hard drive, but I do not see my efix usb dongle?

  3. My efix usb stop working? What should I do? How can I get my unit repaired or replaced?


I want to return my efix usb, how do I proceed with return?

We are sorry to hear that. Before you return your efix usb/other item, please do not hesitate to let us know if there is anything we can do to help you fix or support your issue. Please follow the following procedures for return. We only accept return within 30 days from invoiced date.



1. Please open a support ticket with your order number. to open support ticket please click "Support" from home Page.  http://zougate.com/ticket_create.html 



2. Once we respond to your support ticket, please ship your efix to

 

Zougate LLC-Return (your order number)
3592 Rosemead Blvd Suite 497
Rosemead, CA 91770
Email: info@zougate.com  (prefared method)
Call: 626-789-EFIX

if you require more information before shipping. 

 

Please do not send with signature required, you may use tracking service to see the status of your package.



3. it may take up to 3 to 5 business days to proceed your refund, all returns have 15% restocking fee and exclude shipping fees, please see our terms and conditions for more details.

 

4. All items must be included with your return, as found in its original box, and it must be resalable condition.

 

5. This only applies if your efix usb is not found under bios when we receive it; meaning it is burned when we received it. If for some reason (very very rear) that efix usb v1.1 stop working within 30 days, the return may take up to 21 days to process, because all non-working/burned efix usb v1.1 has to go through manufacturer inspection and get prior authorization before any refund is given. Efix usb v1.1 is impossible to be burn under normal use and condition. Any attempt of hacking or plugging in wrong port voids the warranty; unsalable/burned efix usb v1.1 are not returnable.



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I have bought efix from www.efixusa.com - www.expresshd.com and my efix usb dongle is still under warranty, my efix no longer shows up under Bios setup/Advanced Bios Features/Hard Disk Boot Priority; I see my hard drive, but I do not see my efix usb dongle?

Please follow the following steps:

Please check "EFiX Installation Guide" to make sure you have efix usb installed on F_USB1/F_USB2 header of your motherboard.

Make sure EFiX USB Motherboard's F_USB1/F_USB2 port and EFiX USB Extension cord, and aligned according to efix installation guide.

Here is what you can do to troubleshoot:(content credit goes to efix official forum at http://forum.efi-x.com)
1) shutdown your pc
2) unplug your computer power cord
3) drained the exisiting power by pressing and holding for the power button for 10 seconds
4) unplugged efi-x dongle from the F_USB1 header of your motherboard
5) plug your computer power cord
6) turned on your computer
7) shutdown pc after POST (by pressing power button)
8) unplug your computer power cord
9) drained the exisiting power by pressing and holding for the power button for 10 seconds
10) plug efi-x back to the F_USB1 header of your motherboard
11) turned on the pc
12) Enter Bios setup, and check Advanced BIOS Features/Hard Disk Boot Priority for efix usb dongle; if it is still not in BIOS; you may try this 3 to 4 more times; and if it is still not showing under the bios. it needs to be repaired or replaced. if you see efix under bios, make sure your efix-dongle is set to boot first. (you may refer to efix bios configuration)



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My efix usb stop working? What should I do? How can I get my unit repaired or replaced?

We are sorry, that your efix usb module stops working.  All efix usb has to be approved by manufacturer before we can replace them. We are a authorized distributor. If EFiX USB is fried or not found in the bios even within 30 days of purchase, we will have to go through manufactuer to identify the cause. EFIX USB V1.1 DO NOT GO BAD UNLESS HACKING ATTEMPTS OR EFIX USB WAS PLUGED INTO FIREWIRE port; OR INSTALLED WRONG ON USB PORT (NOT PROPERTLY ALLIGNED) FRIED EFIX IS NOT COVER UNDER MANUFACTUER WARRANY AND ABSOLUTELY NOT RETURNABLE. Please be very careful when installing efix usb.

It is always suggested to turn off and unplug your device from wall and touch the metal part of your computer case before working inside the computer. (Ground yourself to save components that are very sensitive to static electricity)

1. Unplug your efix from motherboard and keep it unplugged for 5 to 10 minutes.

2. Reset your bios through removing battery and or connecting two pins for "bios clear" follow your motherboard manual, you may check the manual on gigabyte website as well. (you may also disconnect the computer from wall and push and hold the power button for 5 to 10 second, to completely drain power)

3. Now connect your efix usb device to motherboard’s F_USB1/F_USB2 port.

3a. Turn on your computer and enter bios setup; follow the motherboard bios configuration guide from "EFIX Setup Guide" on "home page" www.zougate.com

4. during motherboard bios configuration if you do not see "efix usb" under "Advanced Bios Features" press "enter" make the follow changes:
                           a. select "
Hard Disk Boot Priority [Press Enter]
"
                           press "Enter" on sub-menu Please make sure you only have 3 options for initial setup; please make the follow changes:
                           
1. USB-HDD0: EFiX PBU V1.1 or EFIX USB V1 (must #1) 

                             2. CH0 M. Your Hard Drive (name)
                             3. Bootable Add-in cards

if you don't see efix usb (make sure you have connected your efix to motherboard’s usb header) you may also try connecting and disconnecting efix usb few times; (computer must be off during unplugging & plugging efix usb) if you don't see it here, after few times, you need to replace/repair your efix usb.

4a. Please make sure your motherboard’s bios is configured according to our “efix setup guide” as if you change “legacy device, or usb device” disable on your bios, you will not see efix appear as well. You must have all legacy, and usb options enable under bios setup.

 

Please follow the option below to get your efix repair/replaced.

EFiX has one year manufacturer warranty from purchase invoiced date.  The replacement process may take up to 21 days if only if approved by manufacturer; which includes shipping your unit to Taiwan LAB for manufacturer to replace and ship back to USA. You may do this directly by contacting the manufacturer or you may send the unit to www.zougate.com (zougate) with prepaid postage which we will use to send the unit back from our Store to your destination, once we receive your unit from manufacturer. You must pay for shipping to and from our office. Client must submit proof of purchase. We do not pay for any shipping after 30 days of purchase. if no prepaid postage is found with your efix, there will be a $15 shipping and handling for domestic and $40 shipping and handling charge for international shipping.

You may pay replacement processing fee through PayPal: Our PayPal eamil address is paypal@expresshd.com.

EFiX Warranty is void if hacking attempt is found, and/or if the efix is installed with any type of adapter other than what is provided by manufacturer. IF EFiX is not found in your bios, most likely your efix is fried and your warranty is void; fried efix is caused by improper installation 99.9% of the time; only manufacture can determine that if your efix is fried from normal use.  Please be careful when installing efix, proper alignment is required for efix to work; improper alignment will void the warranty.

Shipping Address:
ZouGate LLC-Repair-(order number)
3592 Rosemead Blvd Suite 497
Rosemead, CA 91770
(please do not ship with signature required, use tracking method) 



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