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Review of AMD RMA and more

post #1 of 4
Thread Starter 
I have posted on this before, but this will serve as a review of the AMD RMA process and also a follow-up on some of the other issues I was having. I was having numerous problems (bsods etc) with my new build (the one in my profile) that wasn't being overclocked but I traced it down to one bad memory stick out of two and dust in one of the memory slots. I also replaced the cooler with a nh-d14 because it was running hot (about 50 deg Celsius) just watching a live online sporting event in flash. I probably didn't need the nh-d14 but I figured it would leave the door open for over clocking if I ever decided to do that which I may.

Then shortly after fixing the memory issues I accidentally knocked the unit which was out in the open into a cabinet. I didn't think I knocked it that hard but I immediately began having bsods. I know for a fact that this was not a continuation of the previous issue because the way i tracked it down was in the windows event viewer which gave me some errors thatde indicated the problem was core 4(the 5th core in zero based numbering) and so I disable that core and the problems stopped. I went back and didn't see any of these errors prior to the knocking incident so I assume it was that. A side note is that I wonder if the weight of the new cooler had an impact even though it says on their site that weight is not an issue since it is connected to the mb and not the cpu itself and that you can even move the computer with the cooler attached. I tested it with another mb that also supports the 1090t and I didn't get the same error but i did get core errors. I attributed this to being a different mb that doesn't specify from which core the problems occurred.

I decided to call AMD. Now the processor was purchased in the states and my parents brought it here for me while they were making a visit. I did this simply because things are worlds cheaper in the states. I filled out the AMD RMA online form but after several days, I received no response. Anyways since I bought it in the States, I figured that it would be under the scope of AMD USA and that's who I called. They assurred me that this was not under the auspice of AMD USA since they only deal with people that are calling from North America. The reason given was that when I send it, there will be issues with customs. In other words, it's not where you bought it but where you are. I guess this makes sense since there is a shipping issue involved. Anyways, I told them that I was in Israel and that this wasn't a problem and that I would just have to get in contact with the proper people. They gave me a number to call and I called them the next day since they were already closed. I was a UK number. The number that they gave me didn't work and matter of fact a few of the numbers on AMD's web site for the UK didn't work. If I remember correctly, I eventually called the general international AMD cust svc number. Anyways it was like the 3rd or 4th number that I tried.

When I finally spoke with someone (his name was Andreas or that's who I spoke with eventually), he said that he didn't know if he could process an RMA from Israel. He said that he would have to check and that the people that he has to check with are currently in a meeting. I said to him that firstly he should be sure to call me back asap. Secondly, that if they can't do it, be sure to find out who can do it. When he called me back just 2 hours later which I was pleased with, he indicated that they couldn't do it because they couldn't ship to Israel. So first it was that they couldn't accept foreign shipments, but now they couldn't send out. He assured me though that this wasn't a problem and that there was an official distributor in Israel that takes care of these types of thing. They gave me the number and after numerous times of trying to reach them, they finally picked up. They indicated that they no longer dealt with AMD products and they gave me the name of the company that does. Now when I called them, they indicated that they only deal with products that came from them. In other words, if I had purchased it from one of their suppliers in Israel for literally 50% more than what I paid in the states, then they could help me. Even then it would have only been accepted in it's original packaging which it explicitly states on AMD's web site isn't necessary. In any event I called AMD back and really complained hard and really harassed them. I let them know that I go to computer forums and that I would be publishing this if they didn't help me (which is what I am doing now) and that I also fix many people's pcs often ending in replacing the processor and mb and that I usually recommend AMD and that I probably won't do that anymore if I am not able to process my RMA. It did nothing. BTW, I do fix computers and I do recommend AMD usually for their cost vs performance ratio. They indicated that I would have to provide an American or EU address, and only at that time could they help me. Now in the end I gave them my parents address. The service from the time I was able to provide an American address was let's say 7 out of 10. The only thing I might say is that they took a long time to respond to each email and at one time they had asked for the serial number after they had already received it and I had to wait a day to get a response to that email. however, after I provided the American address, they were very helpful. The RMA took 4 extra days due to me sending it by express mail instead of UPS or fedex however the difference was about $130. $20 by express mail or $150 by UPS or Fedex. This delay was however noted in the original email and they said it would delay it 2-3 days. After I received the email that it had passed the visual inspection at 4:11 PM EST, and just 91 minutes later at 5:42 PM EST I received another email stating that it had been shipped. The email at 4:11 was the first email that I had received regarding the RMA since I had sent it out. However according to Fedex, the item had been registered as being ready for pickup at 2:11 PM. I think they actually had been working on it earlier than that and just didn't send me an email to the fact which is probably because they changed the RMA number after I had already sent it out. Anyways, I thought the processing was ok after it arrived.

So my parents have accepted the shipment and the package will be on it's way today. It should arrive either at the end of this week, or early next week. That would make it about a 4 week process which was delayed by many issues such as New Years Day, the fact that I sent it from a facility knowing full well that there would be no pickup for 3 days, and a big snow storm in New York. This though in my opinion does not release AMD of it's complete lack of concern for a customer. They did not even offer me the ability to pay for shipping. Now I could have used a freight forwarder but I think this is just complete lack of responsibility on AMD's part. If I had been someone just visiting the States, I would have been in a lot of trouble not to mention the fact that it's not my problem that they don't have service in Israel. They should have a solution for this. So in the end I give AMD an overall grade of F on service from Israel but other than the Israel issue, I give them a grade of B+. I would be interested in other people's issues regarding international RMAs from AMD. BTW, I thought to post this before to maybe apply some pressure to AMD but I was worried that they would read my posts regarding the nh-d14 and then they would deny the RMA since using a different cooler would have voided the warranty. I also wonder if it was the cooler that actually caused the problem but I will never know.
My System
(13 items)
 
  
CPUMotherboardGraphicsRAM
Phenom II X6 1090T 3.2Ghz Gigabyte GA-890FXA-UD5 Sapphire 100292DDR3L HD5450 1gb DDR3 2 X 4gb MUSHKIN 991770 DDR3 1333 
Hard DriveOSMonitorPower
320gb SATA WD 7200 rpm Windows 7 64 bit 19" LG Seasonic X-750 
Case
CM-690 
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My System
(13 items)
 
  
CPUMotherboardGraphicsRAM
Phenom II X6 1090T 3.2Ghz Gigabyte GA-890FXA-UD5 Sapphire 100292DDR3L HD5450 1gb DDR3 2 X 4gb MUSHKIN 991770 DDR3 1333 
Hard DriveOSMonitorPower
320gb SATA WD 7200 rpm Windows 7 64 bit 19" LG Seasonic X-750 
Case
CM-690 
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post #2 of 4
The fact that you even got a RMA should be enough for you.


When you put a nh-d14 on it you voided the warranty.
    
CPUMotherboardGraphicsGraphics
Intel Core i5 2500K P8P67 PRO NVIDIA GeForce GTX 470 NVIDIA GeForce GTX 470 
GraphicsRAMRAMRAM
NVIDIA GeForce 9800 GT G-Skill A-Data G-Skill 
RAMHard DriveOptical DriveOS
A-Data Crucial M4 64GB + 1TB F3 Spinpoint $155 LS/DL DVD RW $?? Windows 8 64-bit "Epic Registry" Edition 
MonitorPowerCase
ASUS 21.5 1920x1080 2ms $135 CORSAIR HX850 $120 Mother Earth $free 
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CPUMotherboardGraphicsGraphics
Intel Core i5 2500K P8P67 PRO NVIDIA GeForce GTX 470 NVIDIA GeForce GTX 470 
GraphicsRAMRAMRAM
NVIDIA GeForce 9800 GT G-Skill A-Data G-Skill 
RAMHard DriveOptical DriveOS
A-Data Crucial M4 64GB + 1TB F3 Spinpoint $155 LS/DL DVD RW $?? Windows 8 64-bit "Epic Registry" Edition 
MonitorPowerCase
ASUS 21.5 1920x1080 2ms $135 CORSAIR HX850 $120 Mother Earth $free 
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post #3 of 4
Could anyone sum that up into something readable?
My System
(13 items)
 
  
CPUMotherboardGraphicsRAM
Intel Q9550 @3.71GHz ASUS Rampage Formula x48 EVGA GTX 570 Corsair Dominator 4GB 
Hard DriveOSMonitorPower
OCZ Vertex 2 120GB, WD Black 1TB, WD Blue 640GB Windows 7 Ultimate x64 Dell U2410 Corsair HX1000 
Case
Cooler Master HAF-X 
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My System
(13 items)
 
  
CPUMotherboardGraphicsRAM
Intel Q9550 @3.71GHz ASUS Rampage Formula x48 EVGA GTX 570 Corsair Dominator 4GB 
Hard DriveOSMonitorPower
OCZ Vertex 2 120GB, WD Black 1TB, WD Blue 640GB Windows 7 Ultimate x64 Dell U2410 Corsair HX1000 
Case
Cooler Master HAF-X 
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post #4 of 4
Thread Starter 
Quote:
Originally Posted by BallaTheFeared View Post
The fact that you even got a RMA should be enough for you.


When you put a nh-d14 on it you voided the warranty.
I think most people would agree on this forum that the fact that a different cooler voids the warranty is a crock. Anyways that's irrelevant because even if I hadn't put on the nh-d14 I would have had the same issues.

Quote:
Originally Posted by Prox View Post
Could anyone sum that up into something readable?
Quick summary-AMD RMA service won't help you if you can't provide them an address in North America or the EU. Period. You are screwed, but other than that they gave me decent service. Sorry for being so long but that was the whole sequence of events which probably would answer any questions you might have regarding this short post.
My System
(13 items)
 
  
CPUMotherboardGraphicsRAM
Phenom II X6 1090T 3.2Ghz Gigabyte GA-890FXA-UD5 Sapphire 100292DDR3L HD5450 1gb DDR3 2 X 4gb MUSHKIN 991770 DDR3 1333 
Hard DriveOSMonitorPower
320gb SATA WD 7200 rpm Windows 7 64 bit 19" LG Seasonic X-750 
Case
CM-690 
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My System
(13 items)
 
  
CPUMotherboardGraphicsRAM
Phenom II X6 1090T 3.2Ghz Gigabyte GA-890FXA-UD5 Sapphire 100292DDR3L HD5450 1gb DDR3 2 X 4gb MUSHKIN 991770 DDR3 1333 
Hard DriveOSMonitorPower
320gb SATA WD 7200 rpm Windows 7 64 bit 19" LG Seasonic X-750 
Case
CM-690 
  hide details  
Reply
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