FAQs   Frequently Asked Questions

HOW TO BUY   Top

Search and Buy Online  
Use the search in the top center of every page or links off our pages. This will put you into our catalogue. You will see part and model numbers, descriptions, pricing, quantity and warranty info. Then click the green add to cart button for the part you want and this will take you to a screen where you confirm the item, quantity, price and select the shipping you need. Then click the check out button at the bottom of this page to proceed to the next page where you enter your billing information and finalize your order. When finished you see a receipt of your order which is also emailed to you.

Phone Orders
99% of our orders are credit card orders. Our credit card fraud prevention system is setup so the order needs to be placed online. So we encourage our
customers to order online for this reason. Most customers understand and appreciate the convenience of online ordering. If you must place a phone order
contact our sales department. Please understand if you call we still may try to convince you to buy online.

Fax Orders
Fax to 020-3026-4961, use our buy by fax form or your own order form.
Some companies must fax us an order and we understand but if you are using a purchase order and have terms setup with us then we would
ask you to please submit the order online and not fax us. We have a field in the shopping cart for you to enter your purchase order number and we will reference it on our invoice to you.

Email Orders
Use our buy by fax form or your own order form. Some companies must email us an order and we understand but if you are using a purchase order and have terms setup with us then we would ask you to please submit the order online and not email us. We have a field in the shopping cart for you to enter your 
purchase order number and we will reference it on our invoice to you. Please note: sending an email order with your credit card information in it is not secure and AOL IM or web chat is not secure either.

Order Cancellations
Orders that have already been prepared for shipment (either picked, tested, packaged, entered to be shipped into UPS, Fedx, DHL) or actually shipped will be subject to a cancellation fee.  A cancellation fee of 25% will apply if your order has been prepared for shipment or has shipped. This is necessary to deter last minute cancellations and to cover the costs that due occur when orders are cancelled and some times subsequently are returned or refused at the delivery point. If we did not start, prepare your shipment or ship the product then you can cancel your order and we will not charge you a cancellation fee. Please notify us at sales@ezsystems.com immediately if you need to cancel an order. Most order cancellations we get are sent to us right after an order is placed and we have sufficient time to stop the order before it is prepared or shipped so it is very rare a cancellation fee is charged. We will acknowledge your cancellation by return email. 

PAYMENT METHODS    Top
 
 

American Express, Visa, Mastercard and Discover 
 
We accept Credit Cards from all countries.

We are using an international credit card verification service that may require additional identity verification.
Emails and phones calls for this reason regarding your order may be made on our behalf from verificator.com

To expedite the processing of your order, please be available at the phone number or email address that you
provided so that they may be able to contact you if needed. Please note if our verification team is unable to contact you
this could cause delays in the processing of your order. Verification of orders can take several hours to several days.

We are also willing to ship on your shipping account number and use your carrier just enter that information when you
check out. When paying by credit card we like to ship to the bill to address on the card. 

The option to pay by credit card for International Customers is available to you when you are asked for payment in step 3 (see below):
1. First you use our search or links of our pages and find an item and add an item(s) to the cart. 
2. Then you select the shipping method. You can also use your UPS, Fedx or DHL account number at this step if you want.
3. Then you are asked for payment information & Bill to and Ship to information.
    Fill in all fields especially regarding the phone number off the back of the card for the issuing bank if you are outside
    USA or Canada.
4  And then you are given a receipt of your order online and via email. 
 
All credit card orders are verified and processed at the time of shipment and not before. 

Wire Transfer In Advance
When you complete your order online you will get information on how and where to send your payment. 
You can select this payment option when in step 3 above.

DO NOT KNOW THE PART NUMBER    Top
Many times the part number is located on the back or underside of the unit - please look for it there. Some times the unit will need to be taken apart to get at the part to see the part number. Many callers expect us to have microfiche or schematics of all the products we sell like some tech support departments at the manufacturers but we do not. So we can not do parts identification for you. Many of the parts are also not located at our sales offices but ship from various locations where the staff there is not able to take products apart for us to figure out what the part number is inside. We are also not able to provide pictures but we will ship you the part number you order.

Another point regarding part numbers that we deal with often is that we do not want to be responsible for suggesting the wrong part number to you since we are not technical. We are like an online parts ordering desk. We have over 400,000 parts and if you tell us you want a roller pin assembly for a Zebra XYZ printer we are not going to be able to look that part number up in some special database but we go to the web site and enter key words just like you can and then we may get one result or several results or 50 results but at that point we still may not be positive about which part is correct for you. This information is probably best found via the manufacturer or spending time on Google.com or following some of our suggestions above. It is best you have the part number and find it on our web site and order it online after you are sure it is correct since we have a 25% restock fee (see our section on our restock fee). If a manufacturer suggests a part to you and it turns out to be incorrect this will not then make us waive the restock fee.

PRICE REQUESTS    Top
How do I get a price request on an item that has no price listed?
If you see a part number on the site and it says Price Request by email only with a graphic next to it that says no calls please this is because we have to
special order these items and do not have them in stock. We are not able to put you on hold when you call or chat with us and then get that information immediately from our supplier since this information is not available in real time. We list the quantity that is hopefully available also but we do need to double check. So we ask that you submit the form to request a price on these items and we will reply within 12 to 24 hours. We will also give you a link into our secure shopping cart at that time so you can place the order online.

Part number is not on the site, I can't find it and I want a price quote?
Unfortunately if you can not find the part number on our site, we suggest you use our advanced search and use various combinations of keywords to figure
out the part number and then search some more. Also a partial part number will work if you do search with the search set to look within only part numbers (see search in top section of every page). If you can not locate your part number on our web site we can not special order it for you like in the above section (see price requests). If you can not find your part from within our database of over 400,000 part numbers then the probability of it being available is not good and we are sorry but we are not setup to supply these parts. Basically if it is on our site we sell it and if it is not on our site then sorry we do not try to get it to sell it to you.

WARRANTY   
What is your warranty policy?
1. Our initial warranty procedure is to repair or replace the "defective" product within the warranty period.
2. If we then can not repair or replace the unit and determine the product is "defective", we will  issue you a refund check with no restocking fee. 
    If we determine the product is good and is not "defective", a 25% restock fee will apply.


How long is your warranty period?  and with extended warranty?
Refurbished product is 30 calendar days from ship date. With the extended warranty it is 3 months (90 calendar days) or 6 months (180 calendar days)
from ship date.
New product is 90 calendar days from ship date. With the extended warranty it is 6 months (180 calendar days) or 12 months (360 calendar days) 
from ship date.
Paid repairs is 6 months (180 calendar days) from ship date.

 
The warranty period starts with the ship date. 
Warranty period does not start over if product is sent into us under warranty and then returned to you. Most warranty issues on new products are handled by the manufacturer and not by Pinnaclemicro. The length of your warranty is stated on your invoice. 

How quickly will my warranty issue be handled by Pinnaclemicro? 
We will process your warranty as quickly as we can. It could be one to several days for us to issue you a RMA number. We are some times dependent upon our distributors and suppliers to turn around your warranty claim so we in turn can issue you a RMA number. We will always do our best to expedite your warranty problems. 

Our warranty does not cover  A. through D. below: 
A. Our warranty does not cover consumables
Our warranty does not cover consumables. Examples of consumables are toner/fusers in printing devices, tapes that go into the tape backup drives or laptop batteries that have an uncontrollable shelf life.

B. Our warranty does not cover the shipping cost back to us.
Our warranty does not cover the shipping cost back to us. It is at your expense unless we ship you the wrong item. We will use UPS Ground or Fedx Ground when returning product back to you under warranty. If you wish, you can request a faster, more expensive shipping service back to you and elect to pay the cost of shipping back to you. 

C. Our warranty does not cover advance exchanges and loaners
Advance exchanges or loaners are not part of our warranty but we can sell you a replacement and when we get the possibly "defective" unit back we can then credit your account. If you are in need of this service please let us know. 

D. Our warranty does not cover when warranty stickers have been removed or product was damaged during use.
We will not take product back if the warranty stickers have been removed or broken. This voids any and all warranty. If the product has been dropped or damaged during use (hit by a power surge, etc..) we will not be able to honor the warranty.

RETURNS    Top
What is your return policy?   Return Request Online Form
Pinnaclemicrogb.co.uk will always need to get the product back via our RMA Return Material Authorization process using our online form. We will need to know the serial number of the unit and invoice number. Product sent back to us without our prior approval (i.e. without a RMA number) may be returned or refused. Please use our online return request form. Our issuing a refund in the form of either a check or a store credit is also dependent upon you following the terms and conditions outlined in our warranty, refund and returns sections.

I got the wrong model or part number and I want to return it, what do I do?  
Please let us know within 10 calendar days of receiving the product if it is the wrong product (i.e. not what you ordered). If it is new and the wrong product do not open the box since it will then not be resalable as new and we then may not take it back. If it is the wrong product, please give us the opportunity to take back the unit and replace it with the correct model. Please contact our returns department immediately via our online rma form if you get the wrong product. 

How long in days is my RMA Return Material Authorization number good for?  
It is good for 10 calendar days. Please send product back to us within 10 calendar days of when it was issued. Product that comes in after 10 calendar days 
may be returned and the warranty may not be honored and a new RMA may need to be issued. This is a typical condition our distributors put on us when we 
need to return product to them.

How quickly will my return issue be handled by Pinnaclemicro? 
We will process your return as quickly as we can. It could be one to several days for us to issue you a RMA number. We are some times dependent upon our distributors and suppliers to turn around your warranty claim so we in turn can issue you a RMA number. We will always do our best to expedite your warranty problems.

RESTOCK FEE    Top
Can I send the unit back and pay a restock fee? Yes, (see below) our restocking fee is 25%. 
1. The 25% restocking fee applies within 10 calendar days after you received the product. 
    After this initial 10 days the product can not be returned and a restock fee can not be paid. 
2. Additionally, in a few situations, we may advise you prior to shipping (in advance) that the product is not returnable and so you will not be able to send the 
    product back and pay a restocking fee. 
3. On new items if you see on the box the model or part number is incorrect please do not open the box since then these "new" items will not be new 
    anymore and may not be returnable since the new seal has been broken on the shipping carton.

REFUNDS   
What is your refund policy if you can not repair or replace the product?
If and only if we can not repair or replace the unit and determine the product is "defective", we will issue you a refund check with no restocking fee.
If we determine the product is good and is not "defective", a 25% restock fee will apply

What is your refund policy if you ship me the wrong product?
We will replace the product with the correct model.

How quickly should I expect a refund check or a store credit?
Since we have to issue a RMA Return Material Authorization number, then get the product back from you, and then send you a check or store credit back 
by mail this process could take 1 to 2 weeks. If you need to check on the status of your refund please email returns@ezsystems.com

PAID REPAIRS    Paid Repairs Online Request Form
Please use our paid repairs request online form. We have been repairing tape drives, optical drives and printers since 1991.

SHIPPING    Top 
When can my order ship?
Orders placed by 9AM ship in 24 to 48 hours (not weekends/holidays)

Which shippers do you use?  Can I have you ship on my Fedx, UPS or DHL account?
We ship via UPS, Federal Express or DHL. We will ship via the United States Postal Service for APO customers. We allow you to enter your Fedx, UPS or DHL account number into our shopping cart when you are checking out if you do not want us to bill you for shipping.

Will Call by Appointment Only. 
Most parts are not in our sales office.

We ship to all countries.
We ship to and sell to customers in every country.

EMAIL LIST    Join our Promo Email List to Save $

How will Pinnaclemicro use my email address I provided with my order?
We will use your email address to communicate with you regarding the status of your order and our credit card verification department may communicate with you via email to find out more information that is needed to process your credit card or verify your identity. Emails could come from us or verificator.com for this reason.
 
Also we will email you about once a week to let you know about promotions and specials that we have that will save you money. 
Every email has at the bottom of it a link for you to utilize to remove your email address from our email list if you do not want to receive further emails. This way you do not need to email anybody at the company to have us manually remove you from our email list.

ABOUT US    Top
Established in 1991 and online since 1995, EZ Systems (who maintains Pinnaclemicrogb.co.uk) located in Orange County, California sells new and refurbished computer systems, servers, networking, computer parts, software, telecom and medical products. We also repair tape drives, optical drives and printers on a depot repair basis. Our customers range from computer resellers to self maintainers to corporations to governmental and educational institutions. Between our 3 web sites we average over 12,000 unique visitors per day which keeps our staff very busy. 
 
Some of the strengths/credentials of the company include; the Better Business Bureaus approval as an online reseller, a Dun & Bradstreet rating, a government CAGE code, Visa, MasterCard,  American Express, Discover credit card merchant accounts, a healthy average monthly bank balance, returns, repairs or online orders can be placed 24 hours a day via secure server which is McAfee ScanAlert Hacker Safe and Verisign SSL secure, 17 years in business, and 13 years selling over the internet.

EZ Systems maintains three web sites EZSystems.com, Pinnaclemicro.com and Pinnaclemicrogb.co.uk. If you order by credit card you will see the charge is from EZ Systems.

SELLING TO  PINNACLEMICRO    Top
We are always looking for new suppliers with product lines that may enhance what we offer to our customers. We are not really looking for the one time
purchase to put into our inventory. We are looking for ongoing relationships with vendors who can provide us daily (if possible) information about their inventory. This information should be emailed to purchasing@ezsystems.com in any file format that can be imported. We need to know the manufacturers part or model number,  condition (new or refurbished), brand name (ex: IBM, HP, Seagate), description, quantity in stock for sale (not 2 weeks away), and cost per unit. Please put in the subject line of the email that it is an inventory file and attach the file. We will do the rest. We will need our suppliers to be willing to ship to us in Santa Ana, California or to drop ship to our customers. Some orders could be for one unit or several. All orders are paid by credit card or payment.If you want to do business by giving us terms we are open to this arrangement also.

ORDER MINIMUM    Top
Order Minimum £80 GBP / $150 USD or a processing fee will be added up to $50.
Our minimum order amount is the total of combining the product purchase price plus the cost of shipping. If you can not make this minimum we have a fee of 
$50 or less. We give you the option to add this fee to the order to get around the minimum. This option you can see when checking out in our shopping cart. 

TERMS & CONDITIONS    Top
At the bottom of every page on our web site it says "Terms & Conditions Ordering means you agree with FAQ page." 
This means to us that you have read our FAQ page and agree to our policies and procedures outlined on this page. Sections that are important are warranty, restock fee, returns, and refunds. We have designed our shopping cart so when you check out you have to check a box saying you agree to the terms and conditions on our FAQ page and we also mention in our order receipt page the same thing. We have done this to avoid any misunderstandings. This approachhas worked for us and and our customers who understand our straight forwardness about doing business.

SHOPPING CART SECURITY    Top
When you are in our shopping cart on the page that asks for your bill to, ship to and payment information you will notice the lock at the bottom of the page
which shows it is secure. Additionally the url will change from http:// to https:// which is a secure page. If you right click on this payment page in our shoppingcart you will see under properties that we are using SSL 3.0, RC4 with 128 bit encryption (High); RSA with 1024 bit exchange. You can verify our SSLcertification by clicking on the below Starfield logo. Pinnaclemicro is using EZ Systems SSL certificate
.
In addition to our SSL certification, we are utilizing McAfees third party Hacker Safe monitoring system to constantly check our web site for vulnerabilities.
You can find out more about Hacker Safe by clicking on the below logo. Pinnaclemicro is using EZ Systems Hacker Safe monitoring.