OK let me preface this with a few points.
1st. I've seen far to many post throughout the net where hardware manufacturers are not standing behind their warranties,
2nd Usually for a lousy 50 bucks I wouldn't waste my time on this but I feel it's time people stand up and stop allowing manufacturers to get away with this.
3rd The comment that has been in my sig for years is directly related to this issue. I have seen over the years too many people recommending modifications of hardware to children that do not even remotely have the skill set to accomplish the feat.
4th I have seen to many threads with these children that after destroying the hardware asking for ways to hide the evidence so they can RMA the voided product. And not only that but I've seen threads where people are intentionally destroying products under warranty to get an upgraded product when they find out the manufacturer does not have old stock.
I think that these last 2 points have become rampant and in one of the main reasons it is becoming such a pain to get a warrantied repair without a fight. And if you do want to fight for a lousy 50 bucks it will take more time than it would to make the 50 bucks at work. Fortunately for me I have the Professional experience that backs my word to the point any manufacturer would be stupid to goto court with me (as for one thing I would boost it to a class action).
So with that being said here is my correspondence with Asrock.
Quote:
1st. I've seen far to many post throughout the net where hardware manufacturers are not standing behind their warranties,
2nd Usually for a lousy 50 bucks I wouldn't waste my time on this but I feel it's time people stand up and stop allowing manufacturers to get away with this.
3rd The comment that has been in my sig for years is directly related to this issue. I have seen over the years too many people recommending modifications of hardware to children that do not even remotely have the skill set to accomplish the feat.
4th I have seen to many threads with these children that after destroying the hardware asking for ways to hide the evidence so they can RMA the voided product. And not only that but I've seen threads where people are intentionally destroying products under warranty to get an upgraded product when they find out the manufacturer does not have old stock.
I think that these last 2 points have become rampant and in one of the main reasons it is becoming such a pain to get a warrantied repair without a fight. And if you do want to fight for a lousy 50 bucks it will take more time than it would to make the 50 bucks at work. Fortunately for me I have the Professional experience that backs my word to the point any manufacturer would be stupid to goto court with me (as for one thing I would boost it to a class action).
So with that being said here is my correspondence with Asrock.
Quote:
Edited for readability and personal info removed.
Asrock
To Hueristic
Oct 11
Dear valued customer,
We want to inform you that we have received your return motherboard in our facility. After we inspected your motherboard, we had started processing your RMA request.
Please note that it usually takes 5-7 business days (exclude holidays and weekends) to process RMA request. If the RMA process was delayed due to our RMA inventory, we will notice you as soon as possible. You will be notified via email once your status has been updated.
Thank you!
Best regards,
ASRock Customer Service
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Hueristic
To Asrock
Oct 16
Is the replacement shipped yet?
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Asrock
To Hueristic
Oct 16
Dear valued Customer,
We want to inform you that we have received your return motherboard in our facility. After we inspected your motherboard, we found there are a broken piece from the motherbaord. See attached pictures.
Please understand that physical damages are not covered by manufacturer warranty. If you prefer to do RMA with us, ASRock will charge $50 labor & service fee (Non-US Customers need to indicate the check or money order will be paid in U.S dollar.) and provide 3 months warranty for the replaced motherboard. We only accept check or money order.
If you decide RMA your motherboard with us, please reply us, and then we will email you how to pay for the service fee.
Thank
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Hueristic
To Asrock
Oct 16
Bull, There was ZERO damage to that board. The board ran fine. The only issue was that is had to be powered off to be rebooted.
I have been Building systems for 24 years and this was my personal board.
Was the box damaged? I double wrapped that board in bubble wrap.
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From: Hueristic
Sent: Wednesday, October 16, 2013 5:46 PM
To: Asrock
Subject: Re: ASrock RMA#XXXX
Considering those connections have never been used the issue is obviously a cold solder joint.
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On Wednesday, October 16, 2013 10:14 AM, Hueristic wrote:
Is the replacement shipped yet?
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Asrock
To Hueristic
Oct 17
Hello,
I'm sorry that is how we receive the motherboard. I'm if it was damage when it was shipped but RMA department received the board in those conditions. Therefore we cannot do the replacement. Until you pay the physical damage fee.
Thank you
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Hueristic
To Asrock
Oct 17
How much is fee?
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Asrock
To Hueristic
Oct 17
Please make $50 check or money order* payable to "ASRock America, Inc". The fee includes service fee and shipping & handling. (Non-US Customers need to indicate the check or money order will be paid in U.S dollar.)
Please mail it to:
ASRock America
RMA Department
(Please include your RMA # here)
13848 Magnolia Ave
Chino, CA 91710
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Hueristic
To Asrock
Oct 17
What? $50 for a component solder? Leave it off and repair the issue on the rma. I have no need of that connector and as have stated never used it. leave it off.
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Hueristic
To Asrock
Oct 18
Let me explain something to you. I have been a CE/EE since 1991. I was senior Hardware Engineer at GE for board level maintenance from 96-98. I was senior Hardware Eng at cherry semiconductor and On semiconductor after that. If there had been a broken component connection I would have repaired it myself rather that wasting my time or yours.
The only reason this has been rma'd is because I cannot troubleshoot the rma issue. So just repair the issue and get the board back to me.
I have many online personalities and make many recommendations through the web and industry. I have been recommending this board since it's release and have been supporting Asrock since it's inception in Asus.
I do not want to have to reconsider my current mobo company preferences because of a bad rma.
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Hueristic
To Asrock
Oct 18
Then repair. What is time-frame?
I think it's time for me to re-evaluate competitors boards. I will buy a replacement now as this has wasted too much of my time.
What a shame that your company has changed from standing behind it's products to just another face in the crowd.
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Asrock
To Hueristic
Oct 18
Hello,
For RMA we replace the motherboard, not repair. Therefore if you want the RMA process done it needs to be replaced the motherboard completely with a new one. But you need to pay for the replacement since we received your motherboard with physical damages.
Thank you
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Hueristic
To Asrock
Oct 22
You have not replied with a ETA.
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Asrock
To Hueristic
Oct 22
Hello,
If you want us to replace the motherboard with a new one you need to sent the payment. Also we dont repair any damages on the motherboards. We must replace the motherboard if they are under warranty and no physical damage has affected the warranty policy either.
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Hueristic
To Asrock
Oct 22
OK, so now you are saying you do not repair motherboards.
There is no way I am paying for defective workmanship. A "Connector" falling off a motherboard is defective workmanship. There is NO physical damage to that board.
I have been the Senior Hardware engineer in charge of Board level repair for General Electric. I know exactly what I am talking about.
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Asrock
To Hueristic
Oct 22
He have never repair motherboards we always replace the motherboard. Yes there is a physical damage on the board because theres is a broken park from the ports. And i sent you a picture of it for you to see it.
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Hueristic
To Asrock
Oct 22
NO, there is no "Broken PART" that was a connector that has never been used and either fell off or was pulled off by your inspector. That shows a bad solder joint which is poor manufacturing. It is a manufacturing defect.
Please show me physical damage to either the motherboard or the connector you state is damaged.
you cannot because there was never any physical damage done.
A part falling off is A manufacturing error. It should be impossible to physically pull a connector off a board and it is impossible to do without physically damaging the board. the fact that your pictures show no damage to the board or the connector proves poor manufacturing.
Fix or replace or I will go to my attorney generals office and the BBB as well as posting on numerous Enthusiast forums that I am a long standing member held in high regard. You will lose if you test me. My word carries significant weight in thousands of computer purchases.
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Hueristic
To Asrock
Oct 24
Since you will not stand behind your warranty I am forwarding this to My attorney general as well as the BBB. I will also post this correspondence on various computer sites about the net.
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Asrock
To Hueristic
Oct 25
I will forward this to my supervisor so he could best advise me what to do in this situation.
Thank you
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Hueristic
Forward Email exchange to Attorney General
Attorney Generals Office
To Hueristic
Oct 30 at 4:10 PM
Received complaint, it is being reviewed by the Assistant Director, and will be assigned by tomorrow.
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Asrock
To Hueristic
Oct 30 at 5:44 PM
Hello,
I spoke with the manager and show them the motherboard we received. I was told we could do you a favor to waive the payment of the $50. and you could pay the shipping cost going back to you. Hope this is more reasonable to you.
Thank you
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Hueristic
To Asrock
Oct 31 at 7:57 AM
I will do you a favor by accepting this and notifying my Attorney generals Office to stop the paperwork.
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Hueristic
To Attorney Generals Office
Oct 31 at 8:07 AM
Charles looks like this has been resolved. Funny it took a threat of your office and they still screwed me for shipping. It's really maddening that these days Companies try anything possible to weasel out of warranties. There seems to be no integrity left in the industry.
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Attorney Generals Office
To Hueristic
Okay, good to hear. We will keep it on file just in case!
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Hueristic
To Asrock
Today at 1:29 PM
So, How much is shipping and where do I paypal?
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Asrock
To Hueristic
Today at 8:24 PM
Hello,
We received your attorney's papers and i was told to process your board, we will replace it under no charge.
