The screws arrived on Saturday, thank you for that.
Regarding the original response time, my question via the GTS system was time stamped at 4/23/2010 07:19am. I checked for a response several times a day and there was no response until late on the 28th. This is simply not good enough for a premium product. Also the first reply was far from helpful, all it said was: "Hi, Who was your purchase dealer?" Nothing else. No apology, or promise to sort it out or anything else, just a question. From a customer perspective, this is very frustrating.
To answer your question as to why I went to you for service instead of the place of purchase: I picked up their last UD7 board so there was no chance to replace like for like. Also, I don't see how using an intermediary helps in speeding up a process that should have been handled swiftly by Gigabyte in the first place.
All said, the screws arrive within 8 days after my initial request, and that cannot be faulted. But the way Gigabyte reacts to and communicates around service requests for their products should be improved. A simple human response to let me know that you are working on it and will get back to me would be a good start.
