Official GIGABYTE Forum
Questions about GIGABYTE products => Motherboards with Intel processors => Topic started by: angelossj4 on December 09, 2013, 04:23:09 pm
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Hello,
Before one month I bought a Gigabyte Z87X-OC. During the month I was buying the rest of the parts that I needed for my new tower. When I put all the parts together I got the black screen effect with no BIOS loading. I used some testers for the PSU and the motherboard and the PSU was fine but the motherboard not. So I returned the motherboard to the retailer to check it and replace it as part of the warranty. They told me that the pins of the CPU were bent and they told me that this is out of warranty. I asked them to return it to the official supplier of Greece, Info Quest Technologies. They told me the same that the pins were bent that is out of the warranty because that can happen only because of bad usage and I should checked the pins before. It's supposed that I gave 200€ for a top quality (is it really???) motherboard and I should check the pins because a brand new 200€ motherboard can have faults??? Also I am sure that I have checked the motherboard and returned it then again they would tell me the same! And I have assemble many motherboards Intel and AMD but I was so sure about that motherboards that I did not check it! Furthermore we are talking about an Intel LGA 1150 motherboard!!! It is impossible to bent the pins trying to put on the CPU!!! The CPU is flat and has no pins on it in order to harm the motherboard! Also there is only way to mount the CPU on the board and the you just leave gravity to do the rest! There is no noeed to put effort or power in orfer to fit in the CPU on the board! I asked the retailer and googled the internet to see if I am crazy and I did this but guess what!!! It CAN happen!! In many cases in the internet the pins of the motherboard are bent from the beginning!!!!! What is the result? I feel stupid for giving 200€ for a supposed top quality MB and the worse is that also the official service in Greece made me believe so! Also now in my bedroom I have a 1200€ tower sitting reminding all these stuff. I am asking the official Gigabyte to take some action because all this story is very bad reputation in terms of quality, marketing and service. I repeat that searching the internet you will find many similar cases and only having experience with this socket and generally Intel sockets you will know that bending the pins of the CPU with only trying to mount it is very difficult and you achieve it only if you really want it!
I am waiting for the official Gigabyte take some action!
Thank you all for your time...
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Hello my friend,
It 's really sad to have a useless new tower that is so expensive at the same time.
I really have quite extensive experience in assembling computers and I can assure you that it is impossible to bend the pins in the particular socket, unless you start hitting the motherboard, (I attach a picture below for those who are suspicious) because simply these processors are completely flat and they can be placed only in one way.
Sometimes motherboards actually come out of the factory with faults like bended pins as yours and in that case if of course the manufacturer is matronal, will admit the problem and cover the costumer with the warranty especially when we are talking about such an expensive part.
I had the impression that Gigabyte would be better than others because of its brand but I am not sure anymore about its costumer service. Lately I was thinking of an upgrade to my PC with a Gigabyte motherboard and also maybe a graphic card of the same company but I should reconsider about that more seriously ....
I hope you will find a solution soon!
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Thanks for replying! I hope to have a reply from someone in Gigabyte. The frustrating thing is that the suppliers say that they can't do anything because if they replace it they will absorb the cost because this is Gigabyte's policy about bent pins. So maybe the solution for defective motherboards according to them is to absorb the cost the final consumer! They told me that this is the policy because every motherboard before exists the factory is checked for specifically this problem that I encountered. I believe that there is a check reduces the number of defective motherboards that reach the retailers, but I also believe that unfortunateley some defective motherboards do reach the retailers. And that is not only from my experience with this board but from asking retailers and searching the internet. I hope that the policy of Gigabyte is not as the suppliers described but respect the consumer.
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Maybe email Gigabyte UK, they may help you with a contact for Gigabyte in Greece>> returns@gbt-tech.co.uk
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Maybe email Gigabyte UK, they may help you with a contact for Gigabyte in Greece>> returns@gbt-tech.co.uk
Thanks for the email address mate! Unfortunately in the official greek Gigabyte website I couldn't find any email or phone number in order to contact. I will definitely use that address! Thanks again!
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Look at the back of the mother board book.
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Look at the back of the mother board book.
If i remember correctly there were not any contact information for Greece. But now I cannot check it because I've returned the motherboard with the box and its user manual hoping for replacement.
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http://www.gigabyte.com.gr/
http://www.gigabyte.com/support-downloads/technical-support.aspx
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http://www.gigabyte.com.gr/
http://www.gigabyte.com/support-downloads/technical-support.aspx
I've searched the site but there are no contact information for Greece. I used the technical support and explained my case and I am waiting for a response. I've used the technical support, sent an e-mail to returns@gbt-tech.co.uk and opened this thread and I am waiting for an answer to one of all these. Thanks!
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Hopefully Gigabyte UK will give you the nearest RMA centre to Greece, if their isn't one in Greece.
Here in the UK Gigabyte is the only motherboard manufacturer we can send to UK, majority of the others have a Holland RMA centre for Europe.
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I've got a reply from the technical support. I can say that is very unsatisfying;
Dear Angelos Angelidis,
Thank you for your kindly mail and inquiry. About the issue you mentioned, the bent pin issue usually belongs to physically damaged and not covered by warranty. We suggest you to contact with the local supplier (where you puchase this product) to see if they can help you arrange repair with repairing fee.
If you cannot get help from your supplier, please contact local distributor. Please click HERE for local distributor contact information.
Regards,
GIGABYTE
And this is my reply to them;
I have already contacted with Info-Quest SA and refused to replace the motherboard as part of my warranty. Also I can't understand why I should pay repairing fee for something that was bought defective. As you said this issue USUALLY belongs to physically damaged. This however does not mean that damaged was caused by me or that it was physical. I have searched the internet and found a lot of cased where defective motherboards with bent pins where bought brand new. I was hoping for some respect for the consumer by Gigabyte.
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I would like to add something from the site of the gigabyte about the motherboard http://www.gigabyte.com/products/product-page.aspx?pid=4514#ov
Gold Plated CPU Socket, DDR and PCI Express Slots
GIGABYTE 8 series motherboards come equipped with gold plated hardware for the most crucial areas where your motherboard has contact with other components; gold plated CPU socket, gold DDR3 slots and PCI Express slots. Using gold plated CPU socket and slots means that enthusiasts are guaranteed absolute reliability and longevity for the CPU, memory and graphics cards, no matter how many times you switch them out.
If the sockets are so durable as Gigabyte claims that you can switch out CPUs many times can really the pins be bent from trying to fit a CPU for the first time?
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If the sockets are so durable as Gigabyte claims that you can switch out CPUs many times can really the pins be bent from trying to fit a CPU for the first time?
Those pins are not durable like they say. If they are than why are they saying the board is out warranty if you bent them.
I had a board I got used one time and it had a bent pin. I was able to fix if myself. The pins are bent down or across ea other.
If you are really careful you might be able to get them back in place. If they are not going to take it back than what you do have to lose.
Do not touch them with your fingers. Use a very small screw driver or a utility knife.
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If the sockets are so durable as Gigabyte claims that you can switch out CPUs many times can really the pins be bent from trying to fit a CPU for the first time?
Those pins are not durable like they say. If they are than why are they saying the board is out warranty if you bent them.
I had a board I got used one time and it had a bent pin. I was able to fix if myself. The pins are bent down or across ea other.
If you are really careful you might be able to get them back in place. If they are not going to take it back than what you do have to lose.
Do not touch them with your fingers. Use a very small screw driver or a utility knife.
Thanks dmdilks for the support. I think maybe Gigabyte should think again its policy about warranties and what promises. Trying to fix the pins by myself will be my last resort. But for now I have some good news to post. The technical support replied me this;
Dear Angelos Angelidis,
In order to verify problem, please provide us the information below:
1.) the S/N number,
2.) the image of your purchase receipt,
3.) image of bent pin,
4.) the information of your supplier (ex: the Name, Address, contact person...etc),
After we receive the information you provide, we will forward your mail and see if we can do further help.
Regards,
GIGABYTE
I sent them the information asked and I hope to have a happy end.
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I wish Abit was still around. When it came to a warranty they had the best service next to Intel. If you have problem with a Intel board.
Plus if you call early enough. They will ship out a replacement that same day and over night it to your.
You put the bad board into the same box. Slap on the new shipping label from in side the box. Drop it off to the UPS and it didn't cost you a dime.
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I' ve got reply from Gigabyte;
Dear Angelos Angelidis,
About your case, people from the relevant department will take it as a special case and arrange a replacement for your. Please return the product to your supplier and local distributor will assist on your case. Meanwhile, Christmas holiday is coming thus the replacement will take some time to process.
Regards,
GIGABYTE
Tomorrow I will return the motherboard! I will call first the distributor in Greece to be sure that he is informed.
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I sent the information asked look what happen.
Dear Angelos Angelidis,
About your case, people from the relevant department will take it as a special case and arrange a replacement for your. Please return the product to your supplier and local distributor will assist on your case. Meanwhile, Christmas holiday is coming thus the replacement will take some time to process.
Regards,
GIGABYTE
What you understand until now? That there will be a replacement.. So i reply to them thanking them;
Thank you very much for taking my problem into your consideration and providing me a very satisfying solution! I would appreciate if the process of replacement wouldn't last too much because already I am without a motherboard for many days. I will call tomorrow the distributor to inform him about the news with my case. Please inform him too so I get a new replacement as fast as possible. Thank you again for the solution!
And look what they reply to me;
We appreciate your understanding that we do not offer “new” replacement on physical damage cases. As mentioned before, normally this kind of physical damage is not covered by warranty, this case will be handle as a special case, we will try to repair this motherboard. Please submit your motherboard to Info Quest and they will help to proceed the case for you.
So i answered;
In the previous reply you said replacement! And if the repair fail? Then what? And if the motherboard is fixed will I have warranty? I think you are taking back what you said showing me how trustworthy you are!
So Gigabyte is taking back what it said! Very trustworthy of them!
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The problem is are dealing with the same person or different people. The other things that is board could have been a return in the first place.
Got put back into stock by mistake. You order it and maybe got that return and they not knowing it.
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Having looked through the thread I think Gigabyte are being very reasonable offering to repair or replace the board in the circumstances.
You will still have warranty support on the replaced part and a working system
Physical damage is generally self inflicted and once the protected cover is removed-drop the cpu or any other component,put the cpu in the wrong way
etc etc and you have physical damage.The socket can also be easily damaged by incorrectly fitting the protective cover again.
I have damaged a socket myself in my early days of system building -its easy to do especially when you are inexperienced.
Ebay is full of boards with damaged sockets.......
I have had good experiences with Gigabyte having purchased a second hand board which was shipped to me with a bent/missing pins and the very generously
repaired the board for me FOC on the other hand I have had asus refuse to repair a non functioning board due to heatsink bracket marks on the underside
of the board with no evidence of physical socket damage.
So Gigabyte warranty service is much better than average imho
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Having looked through the thread I think Gigabyte are being very reasonable offering to repair or replace the board in the circumstances.
You will still have warranty support on the replaced part and a working system
Physical damage is generally self inflicted and once the protected cover is removed-drop the cpu or any other component,put the cpu in the wrong way
etc etc and you have physical damage.The socket can also be easily damaged by incorrectly fitting the protective cover again.
I have damaged a socket myself in my early days of system building -its easy to do especially when you are inexperienced.
Ebay is full of boards with damaged sockets.......
I have had good experiences with Gigabyte having purchased a second hand board which was shipped to me with a bent/missing pins and the very generously
repaired the board for me FOC on the other hand I have had asus refuse to repair a non functioning board due to heatsink bracket marks on the underside
of the board with no evidence of physical socket damage.
So Gigabyte warranty service is much better than average imho
If they fix the motherboard will I have warranty?
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Yes you should have the balance of the warranty from original purchase date.
So if the board fails again it would be replaced or repaired as before.
Regard the repair as an early Xmas present from Gigabyte!
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Yes you should have the balance of the warranty from original purchase date.
So if the board fails again it would be replaced or repaired as before.
Regard the repair as an early Xmas present from Gigabyte!
Gigabyte answered my question about the warranty...
Dear Angelos Angelidis,
Sorry that if the wording had confused you. Since the physical damage is not cover by warranty, we can only try our best to assist you on the repair. For the warranty afterwords, we are afraid that you will have to confirm with Info-Quest SA because the warranty is provided by your supplier.
Regards,
GIGABYTE
The warranty is provided by the supplier? I thought the warranty is provided by the Gigabyte and that's because it is 3 years world wide..
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I would be at the point to throw my arms up in the air. Say screw it and try to fix myself.
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I would be at the point to throw my arms up in the air. Say screw it and try to fix myself.
I am one step before it. I am calling everyday Info Quest to ask them if they are informed by Gigabyte about my case. They told me that their product manager has contacted Gigabyte and he is waiting for Gigabyte to reply him. I want to see if the repair is free because in previous conversation Gigabyte said about something "repairing fee" but I reacted to it so maybe it will be free . If not I want to see how much the fee will be.