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Tips and FAQs

General Questions:

1. Why should I buy from Aspen Systems?

2. Does Aspen Systems sell my information?

3. How do I sign up for the Aspen Systems newsletter?

4. How do I stop receiving your newsletter?

5. Is your Website Secure? How is my credit card info protected?

6. How does Extended Validation work?

7. How do I contact Aspen Systems if I have more questions?

8. Does Aspen Systems ship outside of the United States?


My Account Questions:

1. Why can't I login to my account?

2. How do I change my password?


Before Contacting Support:

1. What do I do if my system will not power on?

2. My System doesn't have video, what should I do?

3. How do I request support?

4. Does Aspen Systems provide support for my software?

5. Where do I get drivers and updates?


Ordering Questions:

1. What payment methods do you accept?

2. Does Aspen Systems accept Purchase Orders (PO's)?

3. Does Aspen Systems take orders by phone?

4. Do I have a designated sales representative handling my account?

5. I want parts of my order shipped to multiple locations, or different orders shipped to different locations. Can you do this for me?

6. Most of the systems you offer are black or dark grey, what if I want a different color?

7. How do I make changes to or cancel my order?

8. How do I return a product or receive a refund?

9. How does Aspen Systems test my assembled system to ensure that it is as reliable as possible after I receive it?

10. Why can I only select one operating system per system configuration? Can I order a system configured to dual boot different operating systems?

11. I have an existing system image that I want duplicated onto my new systems. Can you provide this service?

12. Once I place my order when will I receive my system?

13. I've received my system but can't login, what's the default password?

14. What do I do if my order was received damaged, was lost or is incomplete?




General Questions:

1. Why should I buy from Aspen Systems?

Price - We offer some of the lowest prices because we have long standing and strong relationships with many of the component manufactures in the industry and because of this we are able to pass the savings along to you. We offer standard low prices to start with on all of our custom products. If you're considering a large purchase please contact a sales representative at 1-800-992-9242 or email sales@aspsys.com to discuss additional price breaks that we may be able to offer.

Selection - We have one of the largest selections of products - on or off the Internet. We offer shopping by brand, purpose, and systems that best suit different applications. No matter how you shop, we have the selection to provide a system or component suited to your needs.

Powerful Search Tools - Since we offer a wide selection of products, our website has the tools to help you find what you're looking for. Our systems, organized by categories and combined with search drill-down tools allow you narrow down our products by almost any option available. We constantly refine our search tools to provide you only with the most relevant results. If you cannot locate your item online, we can help you offline - our sales representatives can assist you in selecting products based on your needs, make suggestions or answer any questions to help you purchase the right item.

Manufacturing Excellence - We take pride in our manufacturing, system testing, and customer support capabilities. For more information on our quality and standards please our Manufacturing Excellence page.

Availability - We partner directly with many vendors to ship products to you as fast as possible, even when on back-order or sold out at our facility we may have the capability to ship from a manufacturer directly to you. Most of our products can be shipped by expedited means, offering many shipping options to help you if time is a factor.

Service - We listen, and we are always happy to help. Often, you end up on a site that may point you in the correct direction, but can they answer you technical questions? We offer sales representatives with years of experience in the industry to provide the assistance you need, available by phone, email, or online live-chat. We will work directly with a manufacturer on your behalf to solve a problem or gather information that you need. Service does not stop at the order, but continues through order completion and beyond.


2. Does Aspen Systems sell my information?

Aspen Systems will never sell your information to anyone, all customer information is kept private. Click here to view our Privacy Policy.


3. How do I sign up for the Aspen Systems newsletter?

On our home page enter your e-mail address in the field after "Subscribe to our free email newsletter".


4.How do I stop receiving your newsletter?

Please click on the link at the bottom of the email newsletter: "unsubscribe here" Or contact us at unsubscribe@aspensystemsdirect.com


5. Is your Website Secure? How is my info protected?

All sensitive information (such as your credit card information) that is transmitted between Aspen Systems and your browser is encrypted and done over the Secure Sockets Layer (SSL) protocol. Aspen Systems uses Extended Validation (EV) SSL from DigiCert which is the best SSL certificate currently available. To learn more, please visit www.digicert.com. For added security, Aspen Systems does not store credit card information on our servers.


6. How does Extended Validation work?

Your web browser will display a green address bar when visiting a web site that has been secured by a valid EV SSL Certificate. Also, on the right hand side of the address bar you will notice a box which alternates between your legal company name and the certificate authority which issued the EV Certificate. Click here to see what EV looks like in Internet Explorer, Firefox, Chrome, Opera, and Safari.


7. How do I contact Aspen Systems if I have more questions?

Please Visit our Contact Us page, or:

  • For Customer Service regarding your order status, changes to an order, or billing information please call us at 1-800-992-9242 or send an e-mail to sales@aspsys.com

  • For Hardware Support and System Repair please call us at 1-800-992-9242 or e-mail support@aspsys.com


8. Does Aspen Systems ship outside of the United States?

At this time, No. Aspen Systems only ships orders within the United States. Please feel free contact us if you have any questions or need special accommodations.




My Account Questions:

1. Why can't I login to my account?

Please be sure you're using the right password, passwords are case sensitive so please make sure that you have disengaged Caps Lock. You can request a lost password by clicking on the "Forgot your password?" link on the login page, submit your e-mail address and we will send you a new password. If you're still having trouble with your account and none of these steps work please contact us.


2. How do I change my password?

Login to your account on the Account Login page, select "Modify Personal Information" on the Account Menu page, and enter your new password in the fields.




Before Contacting Support:

1. What do I do if my system will not power on?

Please make sure that your system's power cord is plugged in completely and that if there is a power switch on the system's power supply it is in the on (I not 0) position. If those are both correct trace back from your power source, are there any breakers that have been tripped on the circuit? If all connections are secure and no circuits are broken look into the back of the system to check for lights on the motherboard (there should be some). If nothing is lit, please contact support at 1-800-992-9242 or support@aspsys.com


2. My System doesn't have video, what should I do?

A component in your system may have been loosened or jostled during shipping. Don't panic, usually this can be resolved by making sure that all system components are seated completely. Start with the video card (if present). Apply firm pressure to make sure that the card is seated completely in the PCI slot. If there is still no video, make sure that none of the other PCI cards or RAM modules have been jostled loose, again applying firm, evenly distributed pressure. If the system still has no video please contact support at 1-800-992-9242 or support@aspsys.com.


3. How do I request support?

Please call us at 1-800-992-9242 or email support@aspsys.com


4. Does Aspen Systems provide support for my software?

Aspen Systems doesn't provide technical support for your software. If you ordered a system with an operating system installed all necessary drivers and updates have been installed before we sent it to you. Please look for updated drivers and BIOS on our Drivers & Downloads page. Otherwise, please contact your software vendor for support.


5. Where do I get drivers and updates?

The best way to get driver and software updates is to visit the website of the component manufacturer or software publisher (For example, visit the NVIDIA web site for updated graphics drivers, or update.microsoft.com for Windows Updates)




Ordering Questions:

1. What payment methods do you accept?

Aspen Systems accepts most major credit cards, such as Visa, MasterCard, and American Express. When you elect to use a credit card when shopping online, you will be taken to a secure server to enter your credit card information. Any credit card information you enter, is done on a secure encrypted server for your protection. Upon entering the correct information, you will see the charge approved or declined immediately.


2. Does Aspen Systems accept Purchase Orders (PO's)?

Aspen Systems will accept government and educational purchase orders. For private sector purchase orders please contact us at sales@aspsys.com to receive a credit application, then please fill it out and return per instructions on the form. It will take approximately 3 business days to process all credit applications.


3. Does Aspen Systems take orders by phone?

One of Aspen Systems sales representatives would be happy to help you with a purchase over the phone. From system components to custom configured systems we are available from 8:30-5:30PM MDT Monday-Thursday and 8:30-5:00PM MDT Friday via telephone and would be more than happy to help.


4. Do I have a designated sales representative handling my account?

To provide you with the best service possible, we can assign an account manager that is your primary point of contact for all order, service, and billing questions. Having a more personal relationship with your account manager helps us to provide the most cost effective solutions for your specific needs. Our representatives are continually trained in order to offer our clients the best advice possible. This personal touch allows for us to answer any technical questions you have and guide you to make appropriate decisions for your organization.


5. I want parts of my order shipped to multiple locations, or different orders shipped to different locations. Can you do this for me?

We maintain a list of all of your locations and can ship directly to each individual location. With this information at our fingertips we streamline your purchasing so having your orders sent to any of your locations becomes quick and easy! All of this being handled with one phone call to your Aspen Systems sales representative will save you time and money.


6. Most of the systems you offer are black or dark grey, what if I want a different color?

If you want a system with a chassis or bezel in a color other than black or dark grey, please contact a sales representative at 1-800-992-9242 or email sales@aspsys.com and they will work with you to find out the availability of another color.


7. How do I make changes to or cancel my order?

Please contact a sales representative at 1-800-992-9242 or email sales@aspsys.com as soon as possible after order submission to cancel or modify your order. Orders may only be changed or cancelled within 48 hours of submission of purchase on special order and custom systems. Orders cancelled after this period will be subject to a restocking fee.


8. How do I return a product or receive a refund?

Please contact a customer service representative at 1-800-992-9242 or email sales@aspsys.com. Returned components are subject to a 15% restocking fee and will only be accepted in sealed original packaging. Custom ordered systems and product assemblies are only cancellable within 48 hours from time of order placement and will be subject to a 50% restocking fee after period of cancellation. All returns must be authorized in advance and in writing by an Aspen Systems customer service agent. For more information please review our Terms and Conditions or Return Policy.


9. How does Aspen Systems test my assembled system to ensure that it is as reliable as possible after I receive it?

Every system built by Aspen Systems is completely tested by our custom burn-in software. Your systems are subjected to an extensive burn-in process to ensure that all components meet our high quality control standards. The Aspen Integrated Manufacturing Environment software suite (AIME) makes sure that your systems are assembled correctly and operating properly by performing a defined set of in-depth automated and stand-alone test loops on each component of your individual systems. For more information please visit our page on Manufacturing Excellence.


10. Why can I only select one operating system per system configuration? Can I order a system configured to dual boot different operating systems?

An Aspen Systems production engineer can set up the software on your system to dual boot different operating systems, but because of the more complicated nature of this setup we would like to discuss your configuration with you prior to installation (i.e. choice limitations, partitioning information, etc.) Please contact a sales representative at 1-800-992-9242 or email sales@aspsys.com


11. I have an existing system image that I want duplicated onto my new systems. Can you provide this service?

System image duplication is another service we offer, sometimes referred to as "ghosting". If you order multiple identical systems with the same drive configuration an Aspen Systems production engineer can build all of your machines with the same system image. If you have existing system and are needing to replicate it let us save you time and money by duplicating the system's image and deploying it onto your newly purchased systems.


12. Once I place my order when will I receive my system?

After Aspen Systems receives your order you should expect your completed and fully tested system in 14-24 business days. Systems with memory in excess of 48GB may take up to 5 more days for a complete testing cycle. If there are any delays you will be contacted by an Aspen Systems sales representative.


13. I've received my system but can't login, what's the default password?

When we install your chosen operating system an Aspen Systems production engineer will have set the default system (root or Administrator) password to: "Password2014", uppercase P, no quotes. If this doesn't allow you to log into your system please call us at 1-800-992-9242 or email support@aspsys.com


14. What do I do if my order was received damaged, was lost or is incomplete?

Please call us at 1-800-992-9242 or email sales@aspsys.com for shipments that were not delivered by the expected delivery date or have been delivered but are incomplete. Damage to shipments must be brought to the attention of the delivery driver and noted at time of delivery. Please notify an Aspen Systems customer service representative within 2 days of delivery so a damage/loss claim may be filed and Aspen Systems can work with you on getting your purchase repaired or replaced.

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