You need to get a case number from a Technical Advisor because StarTech.com needs to verify that your product is defective before an RMA replacement is approved.
A Technical Advisor will work with you to troubleshoot the issue and if the issue can't be resolved, the Technical Advisor will make sure that a replacement product will resolve your specific issue. When a Technical Advisor determines that you qualify for an RMA, you will receive a case number that you can use to submit your RMA request.