robertedoherty
New Member
Last month I posted here about my custom build, and how the led lights where turning on, but there was zero power beyond that. The source of the issue was the motherboard. I noticed the Duel Processor on the Asus X99-A was getting very hot even, and the build wasn't even booting.
I contacted the retailer by their email website. I bought it from Cubs Computer Warehouse via eBay. Over a week passed and I heard nothing. Finally I called from Ireland to the UK and they answered. I told them my issue, and they requested some images. The image they wanted to see was the motherboard pins. I send that image and attached it to this post. They replied:
'Hi,
Please provide a picture of white bar code label from motherboard box and from motherboard.
It will make us ready for RMA to our supplier when board come back.'
I did. They replied with this:
'You will need to enter the serial number from the motherboard to get the warrany logged and started on ASUS website.
If you need any further help from us, please let us know.'
Before I heard back from Cubs originally, I was in contact with ASUS who informed me that the retailer is responsible for replacements and repairs, so I knew adding this barcode was a waste of time, and it was. ASUS replied with this
'Sorry we are unable to log this product via this form. Please contact your place of purchase for warranty details.'
I informed Cubs and they said send the motherboard back and it will be replaced.
I had to pay for postage, which they did not offer to pay.
Anyway, it arrived, and Cubs send me this image - attached to post. As you can tell, there seems to be a lot of bent pins. I checked the pins before I sent it, and I could not spot any. Not sure if you can spot any in the image I posted, that I also sent Cubs. If you can, let me know, because then I'll take full responsibility, but the bent pins in their image is something I would have spotted.
If its a case the pins where bent during the postage - which I doubt it was, as it was in an anti-static bag, in its original package, and place in a box with bubble wrap. Unless they bent the pins by mistake, which is odd, unless they are really going out of their way not to have to send me a replacement.
They left the a message
'Under the circumstances, if we send the board back for warranty processing, it will be rejected as bent pins are classified as physical damage.
However, if you want us to send it, we will forward it but it is very unlikely that it will get repaired or replaced.'
I emailed them Friday saying its pointless sending it, if this is the case.
What should do I do next? What would you do?
I would pay for the pins to be repaired, but that doesn't solve the processor over heating issue. Also, by the time they send it off to process, and repair, I'm looking at a month, which is not time I cannot afford as I have clients waiting.
I contacted the retailer by their email website. I bought it from Cubs Computer Warehouse via eBay. Over a week passed and I heard nothing. Finally I called from Ireland to the UK and they answered. I told them my issue, and they requested some images. The image they wanted to see was the motherboard pins. I send that image and attached it to this post. They replied:
'Hi,
Please provide a picture of white bar code label from motherboard box and from motherboard.
It will make us ready for RMA to our supplier when board come back.'
I did. They replied with this:
'You will need to enter the serial number from the motherboard to get the warrany logged and started on ASUS website.
If you need any further help from us, please let us know.'
Before I heard back from Cubs originally, I was in contact with ASUS who informed me that the retailer is responsible for replacements and repairs, so I knew adding this barcode was a waste of time, and it was. ASUS replied with this
'Sorry we are unable to log this product via this form. Please contact your place of purchase for warranty details.'
I informed Cubs and they said send the motherboard back and it will be replaced.
I had to pay for postage, which they did not offer to pay.
Anyway, it arrived, and Cubs send me this image - attached to post. As you can tell, there seems to be a lot of bent pins. I checked the pins before I sent it, and I could not spot any. Not sure if you can spot any in the image I posted, that I also sent Cubs. If you can, let me know, because then I'll take full responsibility, but the bent pins in their image is something I would have spotted.
If its a case the pins where bent during the postage - which I doubt it was, as it was in an anti-static bag, in its original package, and place in a box with bubble wrap. Unless they bent the pins by mistake, which is odd, unless they are really going out of their way not to have to send me a replacement.
They left the a message
'Under the circumstances, if we send the board back for warranty processing, it will be rejected as bent pins are classified as physical damage.
However, if you want us to send it, we will forward it but it is very unlikely that it will get repaired or replaced.'
I emailed them Friday saying its pointless sending it, if this is the case.
What should do I do next? What would you do?
I would pay for the pins to be repaired, but that doesn't solve the processor over heating issue. Also, by the time they send it off to process, and repair, I'm looking at a month, which is not time I cannot afford as I have clients waiting.
