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Lyve Data Transfer Service - FAQ for Returns

 

End of subscription Return 

 

How do I return a device at the end of subscription? 

For end of subscription returns, please contact Lyve support chat and let the agent know that your subscription is over and that you need to return the equipment.  The agent will work with you create an RMA and give you instructions for the return process.

 

Am I charged for shipping to return my devices at the end of subscription? 

Yes, customer is responsible for shipment cost to return one or more device at end of subscription. 

 

What do I need to return at end of subscription? 

All products including cables, documentation, cases etc. that have been originally shipped with your subscription. 

 

What is the shipping cost payment method? 

You will be charged through the payment type that is on file in your Lyve Management Portal account.  

 

How do I get a shipping label? 

If you follow the steps above for “How do I return a device at the end of subscription?” then our Lyve agent will provide the shipping label along with the return instructions.  If you didn’t get the shipping label, please check your SPAM folder.  If you are still unable to find out, reach out to us again through chat and request the label again.

 

What address do I return my devices to? 

Our Lyve support agent will provide the location to return a device. 

 

 

Defective Device Return 

 

How do I request replacement devices? 

For replacements, please contact Lyve support chat and let the agent know that you have faulty equipment that needs to be replaced.  Once you and the agent have determined that the equipment is defective, then the agent will create an RMA and facilitate the exchange process. 

 

Do I have to pay shipping costs for replacement devices? 

No, Seagate pays for the replacement shipping cost. 

 

How do I get a shipping label? 

If you follow the steps above for “How do I request replacement devices?” then our Lyve agent will provide the shipping label along with the return instructions.  If you didn’t get the shipping label, please check your SPAM folder.  If you are still unable to find out, reach out to us again through chat and request the label again. 

 

What happens if a replacement device doesn't solve a problem? 

Please contact Lyve support chat using the technical support prompts.  Let the agent know that this didn’t solve your issue so that further troubleshooting can be done.  If necessary, the agent can escalate your request to the next level of support to ensure that your issue is resolved. 

 

How quickly can I get a replacement? 

After replacement approval, please allow a business day for processing.  All Lyve Hardware replacement shipping is 2-day UPS unless otherwise arranged with you and approved by Seagate. Lyve Hardware replacements approved after 3:00 pm Central time (UTC-6) may be dispatched on the following business day. 

 

Can I add expedited shipping? 

Not an option at this time.

 

What address do I return my devices to? 

Our Lyve support agent will provide the appropriate Seagate location to return a device.