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OWC's Turnkey Upgrade Program OWC's Turnkey Upgrade Program

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FAQ
Frequently Asked Questions

OWC Upgrade Program for 2010 Apple iMac 27"

Upgrade options:
  • Add a High-Performance eSATA Port
  • Add/Upgrade to One or More Internal SSD Drive(s)
  • Add additional/upgrade memory and/or hard drive
  • Professional Installation & Shipping* Included
iMac 2010 eSATA upgrade
Actual eSATA port upgrade shown above. Qx2 available separately.
Q:
Does the external SATA (eSATA) connection support port multiplication?
A:
No.
Q:
In order to have up to three years of warranty coverage, do I need to purchase Extended Apple Care as well as OWC's Extended Three Year Warranty Coverage?
A:
No, you just need to buy the extended warranty coverage option available from OWC.

For more info Click Here
Q:
What if I want to do the upgrade work myself? Will OWC sell a DIY kit?
A:
We are big proponents of people upgrading their Macs themselves, but due to the complexity of this upgrade, we have decided that a send-in upgrade program with work performed by Apple® Certified Technicians is the best solution.

To see the level of complexity these upgrades entail, view our turnkey process: View Overview Video
Q:
How do I go about ordering one of the OWC Turnkey Upgrades for my Mid-2010 27" iMac®?
A:
All of the information about these upgrades can be found at http://eshop.macsales.com/shop/turnkey/iMac_2010_27
Q:
Can I order these upgrades for my 2010 21.5" iMac or earlier 27" iMac models?
A:
Unfortunately, these iMacs do not have an additional SATA connection on the motherboard that can be used to add an SSD or eSATA port. Even though these machines are not part of this upgrade program, there might be other upgrade options available for your iMac. Please visit the My OWC configurator or contact us at 800-275-4576 to learn about all your specific iMac model options.
Q:
Can I place my order over the phone?
A:
Due to the nature of the upgrade and OWC's desire to make sure there are no misunderstandings, you will need to order online. For more information and to order, visit: http://eshop.macsales.com/shop/turnkey/iMac
Q:
When will my card be authorized or charged?
A:
Please note that your card will be authorized at the time the order is placed, with the charge finalized upon completion of the upgrade.
Q:
What if I want different components than the ones offered?
A:
At this time, only the components listed on the configuration page are included in this program. They have been specifically chosen for their high level of performance and reliability.
Q:
Can I send a component I purchased in to have it installed?
A:
No. OWC will only install components that are offered with the Upgrade Program.
Q:
Is the eSATA port hot pluggable?
A:
No.
Q:
Are all of the installed drive options bootable?
A:
Yes, all drives are bootable.
Q:
If there are multiple drives installed, which one will have the OS?
A:
The Operating System will be installed on the smallest capacity drive. Upon receipt, you can change this and format your drives to suit your needs.
Q:
Can you RAID my drives together?
A:
Drives will be set up as independent unless part of the MPG program. See site for details on MPG.
Q:
Does the extra SATA connector enable me to add both an eSATA port and extra SSD?
A:
No, there is one unused SATA connector on the logic board. You can choose to use that connector for adding an SSD to where the factory optional SSD gets installed OR you can have OWC use that SATA connector to create an eSATA port.
Q:
Can I order the eSATA port upgrade if I ordered my iMac from the factory with the optional SSD installed?
A:
It is our preference to receive iMacs without the factory SSD due to a significant increase in time and labor to add the eSATA port. Please contact a representative to obtain pricing and processing options for upgrading a machine with a factory SSD.
Q:
Does my drive qualify for a rebate?
A:
No, however, if your upgrade requires the removal of a factory hard drive, OWC can install and configure any drive removed into the optionally purchased OWC Mercury Elite-AL Pro enclosure. Alternately, you can use the bare drive with the optionally purchased NewerTech Voyager Q hard drive dock, or you can add an external enclosure of your choice to the checkout cart for Do It Yourself installation.
Q:
How does your memory rebate program work?
A:
Should your upgrade request require the removal of the factory installed memory modules, you will have the option of having the memory returned to you OR you can receive a rebate by allowing OWC to keep the removed, factory memory. Since rebate values change, OWC will wait until we receive your iMac unit and then contact you to discuss the current value rates. At that time, you can decide to take the rebate option or have your memory shipped back with your upgraded iMac.

For your reference, OWC posts all current rebates here, but please note these are subject to change. Actual amount will be based on the rate we discuss with you.
Q:
What if there are other items I want to have shipped with my unit?
A:
Any additional items placed in your checkout cart at the time of your order will be shipped with your Upgraded iMac unit. If you need a particular item not related to your OWC Turnkey Upgrade to ship immediately, please place a separate order for that item.
Q:
How do I send in my iMac?
A:
Because the original manufacturer spent a great deal of time ensuring that they provided the safest shipping box and packaging, you will need to reuse the original product/shipping box and packaging material for your iMac.

Please address the shipment to:
ATTN: OWC Turnkey Program/Order #
8 Galaxy Way
Woodstock, IL 60098

Please make sure to clearly print your return address on the box. REMEMBER: Include your Order # on the ATTN line.
Note: Please send your iMac ONLY AFTER placing your order.
Q:
What if I don't have my box?
A:
Please let an OWC representative know you need a box. Replacement boxes are available for a $59 USD charge. This charge includes ground shipping of the box to you anywhere in the 48 contiguous United States. For residents of Alaska or Hawaii, the charge will be the prevailing rate for a 37-pound shipment plus $40 for the replacement box. For international customers, please call us to discuss your options.

Contact OWC
Q:
Why are the rates for shipping the unit in different than shipping the unit out?
A:
There may be additional items that impact the weight or number of boxes required. Different carriers have different fee schedules.
Q:
Should I send in the accessories like the keyboard, mouse, software or power plug as well?
A:
No, please remove all accessories before shipping. If an OS reinstall is required for any reason, please include the system software.
Q:
How long will the process take?
A:
The length of the entire process is highly dependent upon your location and the shipping method chosen. As long as no problem is found with the machine, the upgrade will be completed and shipped back to you from our location right outside of Chicago, Illinois within 1-3 weekdays.
Q:
Can I have my iMac shipped directly from Apple to you?
A:
Yes, as long as you have placed your upgrade order and communicated at the time of purchase that the iMac is shipping directly to OWC. To ensure that your OWC Turnkey Upgrade is processed quickly, we will kindly ask you to order the OWC Upgrade first, speak with an OWC representative, who will then give you the OWC Order #. Then you can order your iMac® from Apple and place the following into the shipping address:

ATTN: OWC Turnkey Upgrade Program/Order #
8 Galaxy Way
Woodstock, IL 60098
Q:
Does shipping directly to your location affect the taxes I pay?
A:
It is possible. OWC is located in Illinois and Apple has a physical presence in Illinois so Illinois tax will be charged. If you are exempt from Illinois State Sales Tax please bring that up with your Apple representative.
Q:
What should I do with other products I am purchasing with my iMac?
A:
OWC would prefer to receive only the iMac to be upgraded. Should additional components arrive to OWC with your iMac, the additional shipping and handling needed to get these components to you will be charged. Please discuss any additional components with an OWC representative prior to OWC receiving your iMac. OWC is not responsible for any product that arrives that is not required for the iMac Upgrade Program.
Q:
Is this upgrade available to anyone?
A:
Yes, but please note additional shipping charges will apply for upgrades shipping to Alaska, Hawaii, or international locations. You can view estimated shipping costs with your checkout cart.
Q:
Does this void my Apple warranty?
A:
Nothing being performed should void your warranty entirely. However, OWC cannot guarantee the actions of the original manufacturer. OWC suggests that consumers familiarize themselves with their consumer rights per US law and regulation. The Federal Trade Commission has very specific laws that provide consumer warranty protection.
Q:
What kind of warranty is included with this upgrade?
A:
The OWC Turnkey Upgrade Program comes with up to a 1-Year Parts & Labor Warranty. This Warranty includes:
  • Labor to repair or replace upgrade program components;
  • The upgrade program components themselves; and
  • All original factory components still installed in the iMac with the exception of the factory installed SSD.**
Length of Standard Limited Warranty is based on time remaining on original iMac factory warranty. Parts and labor to replace or repair defective hardware, factory original or upgrade program components, is covered until the conclusion of the original factory warranty. (Ex. An iMac purchased on 8/1/2010 has factory warranty coverage until 7/31/2011. If this iMac participates in the iMac Upgrade Program on 10/31/2010, the customer will receive 9 months of coverage under the Standard Limited Warranty.)

Should an issue arise during the coverage period that requires the iMac to be sent in to OWC for service, the customer is responsible for any and all shipping fees of their iMac to OWC. OWC covers the cost of Ground shipping the iMac back to customers located within the 48 contiguous United States. Should the return shipping address reside outside of the 48 contiguous United States, the customer is responsible for the return shipping fees.
Q:
Are there extended warranties available?
A:
Yes, OWC offers an Extended Limited Warranty of up to 3 years.
Q:
What is covered by the Extended Limited Warranty?
A:
To give iMac upgrade program participants maximum comfort and assurance, OWC's extended warranty covers labor, upgrade program components, and all still installed original factory components, except for the factory installed SSD, for up to 3-Years.** The length of the Extended Limited Warranty is based upon invoice date of the original iMac purchase. Parts and labor to replace or repair defective hardware, factory original or upgrade program components, is covered for up to 3 years from the date of the original iMac purchase. (Ex. An iMac purchased on 8/1/2010 will have coverage until 7/31/2013 regardless of when the upgrade is performed.)
Q:
How much does the Extended Limited Warranty cost?
A:
$169 USD.
Q:
What can I do if I already bought an Extended Apple Care® Warranty?
A:
You can choose to keep your Extended Apple Care® Warranty at your discretion. Apple does have a provision allowing you to cancel their Extended Apple Care Warranty within 30–Days, less the costs of any repairs and, potentially, a $25 fee dependent upon the laws in your state of residence. Please see your factory extended warranty for full details.
Q:
Are the OWC warranties transferable?
A:
The initial Standard Limited Warranty is not transferable, but the additional Extended Limited Warranty is fully transferable.
Q:
What if I am not the original owner of the iMac or my iMac is no longer under warranty?
A:
For machines with no original factory warranty coverage, the included and optional, extended warranties will only apply to the components being installed by OWC.
Q:
Can you transfer my data over to the new installed drive?
A:
We will not be transferring data. Please make copies of and/or backup your data before sending in your iMac. Even if you choose to have your factory installed hard drive returned to you, please note that OWC is not responsible for any lost or corrupted data.
Q:
What if I change my mind?
A:
If you cancel your OWC Upgrade Program order before any work has begun, but after your credit card is charged, there will be a $25 cancellation fee plus shipping fees if applicable.
Q:
What if I cancel my order after work has begun?
A:
This is a custom service. If you would like any upgrade undone, please contact a representative for pricing on parts and labor. Please note certain upgrades, like the addition of the eSATA port, cannot be undone.
Q:
What if an issue is found with my machine or upgrade component?
A:
Should an issue occur, please contact OWC's Tech Support Department. A trained OWC Technician will work with you to determine the nature of the issue and if a solution can be found prior to you having to submit a request for warranty service. Should the issue require the iMac to be sent in to OWC for service, the customer is responsible for any and all shipping fees of their iMac to OWC. OWC covers the cost of Ground shipping the iMac back to customers located within the 48 contiguous United States. Should the return shipping address reside outside of the 48 contiguous United States, the customer is responsible for the return shipping fees.
Q:
Do all issues require the iMac to be sent to OWC?
A:
OWC does not supply labor services for certain user accessible upgrade program components, such as memory modules.
Q:
What if I send in my machine and the issue is not covered under the warranty?
A:
OWC will make every effort to help troubleshoot the problem, but should the system be sent in and the issue is not covered under the warranty, a $49 processing fee and return shipping fees will be assessed. Should you desire another service facility to examine your iMac, OWC will work with you to send the unit directly from our facility to the service facility you indicate to us. Please remember that OWC does not warrant data on any machine or drive. OWC encourages all customers to back-up their data. OWC is not responsible if a third party facility removes any of the upgrade components or renders them inoperable.
Q:
What if my iMac has had work done on it already?
A:
*Original, factory components will only be covered on factory sealed iMacs. Any iMac arriving where the machine itself has been opened by a third party or contains non-factory installed components, will receive warranty coverage on the OWC installed components only.
Q:
What if I don't have my box?
A:
We recommend going to a Fed Ex or UPS store to obtain appropriate packaging to ensure that your iMac arrives safely.
Q:
When will I receive my label?
A:
In order to ensure optimal scheduling for the quickest turn around once we receive your order, there is a 24–48 hour pre-processing period. You should receive your label within that timeframe.
Q:
Will OWC perform the Turnkey Upgrade Service if my iMac has a problem with a hardware component?
A:
Before proceeding with the upgrade, a comprehensive hardware test is run to establish if there are any pre-existing issues with the machine. If any component of the iMac's hardware fails testing, you will be contacted to arrange the return of your iMac at your expense back to you or to an Apple certified service center to have the iMac repaired. Once the iMac is in perfect working condition, it can be returned to OWC to have theturnkey upgrade service performed.
Q:
What if my iMac isn't in perfect working order?
A:
OWC requires that any iMac be in perfect operating condition before being sent in for upgrade. If, however, there is a known issue, contact an OWC Customer Support Representative with your order number. If an element of the upgrade program is expected to address the known issue (ex. you are buying a replacement hard drive and your current drive is defective) there will be no additional fees. However, if the upgrade program is not expected to address the issue, or if the actual issue is different than the stated issue, OWC will charge a $120 non-refundable diagnostic fee. Once the exact nature of the problem is diagnosed, a representative will contact you with a quote if additional work or parts are required to complete the upgrade. In the event OWC determines we are unable to complete the upgrade or make your iMac functional, you are responsible for the cost to return your iMac.
Q:
What if my iMac has physical damage or obvious wear and tear?
A:
As long as the damage or external condition does not impact the performance, there should be no problem performing the ordered upgrades. In order to prevent any delay, contact an OWC Customer Support Representative with your order number and describe the condition so it is on file. This prevents OWC from unnecessarily contacting you to detail physical damage you are already aware of.