Intel Sending Out Previously RMA'd Motherboards as Warranty Replacements

[Jimbo]

This is mind blowing.
I just got off the phone with one of Intel's RMA managers, and after my second bad replacement motherboard from Intel, I was told that when a motherboard is RMA'd to them that the only thing they do is "visually inspect the motherboard" and as long as capacitors are not ripped off or something is obviously damaged, that they then consider the board "refurbished" return the board to circulation to the next person that RMAs a bad motherboard. So that means that the board I'm originally returning today with a burned out on board NIC will some day show up in some other guy's mailbox as a refurbished part at some point in the future.

Is this now industry practice?

 

[frostedflakes]

I'm certain you misunderstood what they said. What manufacturers generally do when they receive a defective motherboard is fix it and make sure it's working properly, then send that board out to someone in the future who sends their board in for RMA. So you are receiving a board that had been previously RMA'd, but it was fixed. Obviously they wouldn't (purposely) send you or anyone else a defective board, how could you even think that's how this works?

 

[Jimbo]

Obviously they wouldn't (purposely) send you or anyone else a defective board, how could you even think that's how this works?

Because that's what he told me.
There is no misunderstanding because I stopped him in mid sentence and verified that with him. They only do a visual inspection and then ship the motherboard back out with no further testing.

I'd say that's pretty unambiguous to me.

 

[teddyv]

Is there really a cost-effective way to test everything on a Mobo and ensure everything is working 100%?

 

[nyker96]

I think most retailers intel included give you a 'used' but re-certified board as replacement. like for XFX, Seagate I actually did returns and they send a previously RMAed item to me but that item is re-certified. They won't send you a new one though. Although I did a AMD cpu return long time ago and they gave me a sealed new package, but as a understand it most manufacture give you a recert as replacement.

 

[P4spooky]

Here is my RMA experience with Asus. I RMA'd P5K-E board with a brief note on the problem. Got a replacement board with a FULL test results sheet/report - they ran a battery of tests on the replacement board including the problem I had with my old board.

Their testing included and reported on a standard form:

1. Installing OS - confirm all drivers installed and ports work (LAN, USB etc...)
2. Memory Test (don't know what tool they use)
3. Stress test with 2 mem slots populated
4. Stress test with all mem slots populated
5. Overclocking!
6. Confirmation that the problem I reported with my board does not exist in the replacement board
7. Technician Name, Signature, Date/Time

I was very impressed, needless to say the replacement works just fine.

I am pretty sure Intel has something similar, I would be very surprised if all they do is a physical inspection and call it good!

 

[kalrith]

I don't know of anyone who gives a new computer component as a replacement, unless it's under a very short return period (like 14 days from purchase).

 

[Zap]

Wow, when did Intel turn into Asus?

FWIW I've heard that if a board (based on serial number) is RMA'd for the first time, if there isn't anything blatantly wrong with it then Asus just sends it back out again. If it is RMA'd again, then they check it more thoroughly.

 

[Meghan54]

I don't know of anyone who gives a new computer component as a replacement, unless it's under a very short return period (like 14 days from purchase).

I've had new memory kits sent as replacement for failed kits...most recently a set of Mushkin Redline that had a failing stick. Received a brand new retail packaged kit as replacement. Have had the same experience with other memory makers and RMA's, too.

FWIW I've heard that if a board (based on serial number) is RMA'd for the first time, if there isn't anything blatantly wrong with it then Asus just sends it back out again. If it is RMA'd again, then they check it more thoroughly.

I've used Asus boards for years and only RMA'd one, a CUSL2. Got a new board back from RMA, but this was long ago.

As for Asus video cards, what you describe, Zap, is exactly what Asus does. Took 3 RMA's for a 4850 that had its VRM's overheating and failing to get a working card back. Got to speak to a Level 3 tech for my 3rd RMA on the same card, a card I sent in twice and got back twice---the exact same card with no repairs, btw---and he told me the first RMA is just a visual inspect and return, supposedly to weed out the nuisance RMA'ers, like returning for poor overclocking results.

It takes the third RMA to actually get anything done, unless you call the L3 RMA tech to set up the first RMA---glad I've kept that phone number. But I'll never buy another Asus video card because of that experience. (I did get a brand new retail packaged card on that 3rd RMA, though...guess it worked out, but took over 2 months to get it done.)

 

[cmdrdredd]

Wow, when did Intel turn into Asus?

FWIW I've heard that if a board (based on serial number) is RMA'd for the first time, if there isn't anything blatantly wrong with it then Asus just sends it back out again. If it is RMA'd again, then they check it more thoroughly.

I don't know, I had a BIOS flash fail and brick an asus p5B Deluxe. They asked me to send the board in for replacement. I got a full retail boxed brand new in package Rev 2 board with all the accessories included. Just like you went and bought a new one.

 

[Keitero]

Only a couple of manufactures that I've had to RMA items to gave me new stock. Intel and AMD gave new CPUs when I RMAed them, Corsair with their USB drives and memory, and Antec with their PSUs. All the hard drive manufactures that I know of gave out re-certified drives for both internal and external.

 

[shortylickens]

This is mind blowing.
I just got off the phone with one of Intel's RMA managers, and after my second bad replacement motherboard from Intel, I was told that when a motherboard is RMA'd to them that the only thing they do is "visually inspect the motherboard" and as long as capacitors are not ripped off or something is obviously damaged, that they then consider the board "refurbished" return the board to circulation to the next person that RMAs a bad motherboard. So that means that the board I'm originally returning today with a burned out on board NIC will some day show up in some other guy's mailbox as a refurbished part at some point in the future.

Is this now industry practice?

Not at Tektronix, but obviously the rest of the industry is not like us.
At Tektronix, Refurbished means replacing everything that looks like it COULD be bad, or worn. By the time we're done it looks brand spanking new, you wouldnt know the difference.

Its also a huge loss for us because we sell the things for half-price, even though we may have given you all new individual parts.

I guess Intel would not accept a deal like that.

 

[Martimus]

Not at Tektronix, but obviously the rest of the industry is not like us.
At Tektronix, Refurbished means replacing everything that looks like it COULD be bad, or worn. By the time we're done it looks brand spanking new, you wouldnt know the difference.

Its also a huge loss for us because we sell the things for half-price, even though we may have given you all new individual parts.

I guess Intel would not accept a deal like that.

Awesome. I'll have to get a refurbished Oscilloscope from Tektronics. Half price is a good incentive for the chance they missed what was wrong during the RMA. Especially at the price of those things.

 

[Shagger]

That 1.5 Billion has to be made up somewhere...

 

[bryanl]

Is there really a cost-effective way to test everything on a Mobo and ensure everything is working 100%?

Perform the original factory final checkout tests, that is, plug devices into every slot and port and run software that verifies operation. That isn't really a very thorough test, which would also include placing the motherboard on a "bed of nails" automated logic analyzer to actually measure signal amplitudes and timings: http://en.wikipedia.org/wiki/In-circuit_test#Bed_of_nails_tester.

Performing only the visual check the Intel RMA manager described won't catch defects caused by electrostatic discharge. So I believe the manager had no basic understanding of the nature of his business.

 

[woodscomp]

Well if Intel really had refurbished the boards it would take forever to get them back from China....

Industry standard for us builders used to be a 6 week turn around for failed parts. Now add to the mix all the end users RMAing direct I can just imagine the level of service the manufacturers are providing now.

 

[Indus]

Just be glad you never buy MSI boards. I did once and had a horror story. They said they'd get back to me but never did upon repeated calling them. Will never buy a MSI board again. Gigabyte has been much nicer to me.

 

[SparkyJJO]

Just be glad you never buy MSI boards. I did once and had a horror story. They said they'd get back to me but never did upon repeated calling them. Will never buy a MSI board again. Gigabyte has been much nicer to me.

Everyone has a horror story for every manufacturer.

I've not had any trouble with MSI.

 

[Damn Dirty Ape]

Here is my RMA experience with Asus. I RMA'd P5K-E board with a brief note on the problem. Got a replacement board with a FULL test results sheet/report - they ran a battery of tests on the replacement board including the problem I had with my old board.

Their testing included and reported on a standard form:

1. Installing OS - confirm all drivers installed and ports work (LAN, USB etc...)
2. Memory Test (don't know what tool they use)
3. Stress test with 2 mem slots populated
4. Stress test with all mem slots populated
5. Overclocking!
6. Confirmation that the problem I reported with my board does not exist in the replacement board
7. Technician Name, Signature, Date/Time

I was very impressed, needless to say the replacement works just fine.

I am pretty sure Intel has something similar, I would be very surprised if all they do is a physical inspection and call it good!

that's hit or miss. I've rma'd 3 boards 2 ROG and 1 p6t , never gotten anything in the box except 1 dead p6t, and 2 rog back - no certs, papers nothing.

 

[DougoMan]

I have had the worst luck with RMA Hard Drives. So far 3 out of 3 have broken within six months. I don't even know why I bother sending them back since I'm afraid to put anything on them!

 

[woodscomp]

Just be glad you never buy MSI boards. I did once and had a horror story. They said they'd get back to me but never did upon repeated calling them. Will never buy a MSI board again. Gigabyte has been much nicer to me.

I have been using MSI exclusivly for the past 6 years. Have had excellent results with them as well. Gigabyte is geared towards the end user, that is why your results with them are positive. If you were a registered reseller with MSI you would have excellent customer service from them as well. Some of these manufactures are better than others for the end user, Gigabyte and Abit come to mind, and some for the reseller MSI and Asus.

 

[jimmyj68]

So what are you getting when you buy an "open box" board from the Egg? Does the Egg return the board to the maker and the maker send them a replacement???? Does the Egg have a test facility for returned boards? Or, does the Egg just visually inspect and shelve for open box purchasers?

 

[woodscomp]

Your getting a huge gamble when you buy open box merchandise. You have no idea what they are doing to test that if anything at all. Open box are returned items from people who bought them. They never go back to the manufacture. Refurbs have gone back to the manufacture and were tested/repaired or replaced by them.

Anytime you want to save a few dollars on an open box item just remember to not get frustrated if it does not work as intended and there maybe a chance of having to return it if possible.

I know the egg used to have a big warning page you had to agree to before purchasing this type of merchandise. Read that sometime it will help you make an informed purchase.

 

[KeypoX]

So what are you getting when you buy an "open box" board from the Egg? Does the Egg return the board to the maker and the maker send them a replacement???? Does the Egg have a test facility for returned boards? Or, does the Egg just visually inspect and shelve for open box purchasers?

I would imagine they have some sorta of testing procedure.

Your getting a huge gamble when you buy open box merchandise. You have no idea what they are doing to test that if anything at all. Open box are returned items from people who bought them. They never go back to the manufacture. Refurbs have gone back to the manufacture and were tested/repaired or replaced by them.

Anytime you want to save a few dollars on an open box item just remember to not get frustrated if it does not work as intended and there maybe a chance of having to return it if possible.

I know the egg used to have a big warning page you had to agree to before purchasing this type of merchandise. Read that sometime it will help you make an informed purchase.

They can write whatever they want doesnt mean they are allowed to knowingly sell defective parts.

 

[Jimbo]

I have bought four open box motherboards from Newegg and three of them had to be RMA'd to Intel for serious and obvious defects, so I'm pretty sure Newegg, or wherever they are getting them from, is not checking them.
They usually can get away with this because over half of the stuff that gets RMA'd usually has nothing wrong with it.
The formula I use for open box mainboards is if it saves me a $100 or more, then it's worth the hastle factor.
Also, with Newegg open box motherboards, you do not get the I/O shield, so you will have to order that from Intel's supply house and it will cost you about $14.00. So figure that into your costs.

BTW, an update to this thread, Intel made good and gave me a "free" upgrade to a DX48BT2.
It's a nicer board, and certainly worth more than what I had, and I think they made a good faith effort, so I'm not as pissed as I was when I origionally wrote this post.

From what I have seen from other companies, Intel is probably better than average in their RMA practices compared to some Taiwanese companies I have since heard about.