Find answers to commonly asked product and support questions.
Technical Support Questions
Q: I hear no sound while playing games or listening to music:
A: The first step to try is to check if you are plugging the speaker set into the correct output device. If you have a dedicated sound card such as you will need to plug your speakers into the sound card itself, not the motherboard output jacks. Make sure you are plugging the speakers into the correct color port, usually this port is green or blue. If you are using a multi-channel speaker system, try using headphones or a two piece speaker set.
Q: I am having start up, stability, or performance issues:
A: All of our systems are extensively tested in our facility prior to shipment, a defective component is very unlikely. However, when you put shipping into the equation (bumps, drops, vibrations, and shocks), a crucial component might have dislodged loose inside. Reseat all memory, video card, sound card, PCI card drives and verify the "24-Pin" motherboard power cable and "4-Pin" CPU power cable are secured mounted to the motherboard. You should also try to isolate a bad component, such as a stick of memory, PCI card, or video card and see if that resolves the issue.
Q: Windows is failing to start up, or, I receive a "Media Disconnected" or "Boot-up Failure" message:
A: Check data and power cable connections going to the hard drive(s). Follow the data cable from the hard drive(s) to the motherboard as well and reseat those connections.
Customer Service Questions
Q: How long does it take for my order to ship?
A: Our build-time is about 15 business days. This begins after we have successfully processed your order. If we encounter any issues with your order during assembly, testing, or quality assurance, we will hold back your order to ensure we ship a high-quality product to our customers. We do not sacrifice quality over speed, that means, we aren't going to rush your order to meet a 10 day ship time. We do not guarantee ship times mainly because we don't want to be stuck with a deadline when we want to make sure our customers receive nothing but the best product possible.
Q: What does the warranty cover?
A: The warranty covers parts and labor for the computer system itself only. If your computer system develops an issue that cannot be resolved over the phone. We will have the system sent back to our facility for service. Massa Technology will cover all shipping costs (back and forth) as long as it's within the first 30 days of receiving your machine. For more details, please contact a customer service representative for more information.
Q: What do I receive with my Massa Technology system?
A: You will receive all of the original manufacture hard copies, such as manuals, and CD's. You will also receive an authentic Microsoft Windows CD if you have ordered a operating system with your computer purchase. Every system comes with a 3 Year Massa Technology warranty plan and dedicated life-time toll-free technical support. All desktops will also receive a customized Massa Technology users manual.
Q: What is your return policy?
A: If the customer just received the computer system and (1) it is within the first 30 days of original delivery, (2) there are issues with the hardware with the system. Then, Massa Technology will provide a full 100% refund on the price of the computer system once the unit has arrived back to our facility and we have confirmed the issues to be hardware related. Shipping costs, from Massa Technology to the customer and from the customer to Massa Technology are not refunded. Any damages or missing items will also have a fee deducted from the final credit.
Q: How long have you been in business?
A: We've been in business since 2007.