Sonnet Support

Support Resources
Support Service Info

Downloads, Manuals & Knowledge Base

Visit Sonnet's Online Support Knowledge Base to find the latest software, documentation, and common product FAQs.

Product Compatibility Information Charts

Confirm Sonnet and third-party product compatibility with Thunderbolt, hard drives, macOS High Sierra and Windows 10.

Product Registration & Warranty

Support Service Hours
Monday–Friday, 8:00 AM to 4:00 PM (PT), excluding holidays.

Pre-sales Questions?
Available: 9:00 AM - 4:00 PM (PT).

Have a pre-sales question regarding a Sonnet product? Please contact Sonnet Sales at 1-949-587-3500 x2 or email.

Phone & Email Support
Email: support@sonnettech.com

Email support requests generally receive the fastest responses, and are usually processed within a 24-hour period during normal business hours, excluding holidays. When emailing support about a technical issue please do the following:

1) Connect and power the Sonnet device and your computer.

2) Save and send a macOS/OS X System Report or a Window's Microsoft System Information MSINFO32 report, along with a description of the issue(s) you are encountering with your device.

Phone: 1-949-472-2772
Skype: sonnet.support

Phone and Skype support are provided on an as-available basis. For a faster response, please use email support.

Mailing Address
Sonnet Technologies
8 Autry
Irvine, California 92618-2708

Additional Support Resources
• Downloads, Manuals, Knowledge Base
• Product Warranty Info
• Report a website issue or error

Request an RMA Number

No product may be returned directly to Sonnet without first obtaining a Return Material Authorization ("RMA") number. If it is determined that the product may be defective, you will be given an RMA number and instructions for product return. An unauthorized return, (i.e. one for which an RMA number has not been issued), will be returned to you at your expense. Your original box and packaging materials should be kept for storing or shipping your product. Authorized returns are to be shipped prepaid and insured in an approved shipping container to:

Sonnet Technologies
8 Autry
Irvine, California 92618-2708

To request an RMA number:

	1.	Complete the RMA Request Form. Download the RMA Form for enduser or reseller and fill it out completely. Incomplete forms will be returned for any missing information.


	2.	Forward Completed Form to Sonnet. Forward the completed RMA Form to Sonnet either by fax at (949) 457-6350 or e-mail to returns@sonnettech.com
	3.	RMA Number Issued. After review of the completed form, an RMA number will be issued and forwarded to you via e-mail along with the instructions on where and how to ship the products.
	4.	Return Product to Sonnet. Once you have received your RMA number, return the authorized defective products, following the instructions that you received in the e-mail containing the RMA number as soon as possible. An RMA number is valid for 30 days from the date of issuance.

Once the product has been repaired/replaced, it will be shipped to the customer using GROUND SERVICE (within the U.S.) at no charge. The customer must pay for any requested expedited shipping.

COSTS THAT MAY BE ASSESSED
DURING REPAIR

ADVANCED REPLACEMENT REQUESTS

	Out of Warranty Repair – If your product is found to be out of warranty, Sonnet will charge you a standard fee of $200 for the evaluation and repair. Payment is required before the product will be returned.
	No Fault Found Fee – Regardless of the warranty status of the product, a $25 Service Fee will be assessed if no defect is found. Payment is required before the product can be returned.

Advanced replacement requests can be made through our Customer Service department (Tel: 949-472-2772, Email: support@sonnettech.com). If you would like to have an Advanced Replacement shipped the same day, the request must be made BEFORE 10:00am (Pacific Time).

NOTE: AN RMA number is valid for 30 days from the date of issuance