Intel 13th/14th Gen CPU Degradation Issue and RMA

[Adamfp3]

Hi all,

Just a warning for anyone who encounters the well publicised issue with the above intel chips.

After trying to RMA a chip in my system that is showing evidence of degradation. I was met with a very unhelpful response from the customer support team. They refuse to honour the issue although well documented without me paying for a whole system return. This is contradictory to intel's 2 year warranty. They argued that it would not be within the ability of myself as the customer to replace the chip without damaging it and wanted a return of the entire system to them at my cost and my liability so that they could test themselves (£50+ and in the original packaging) . It seems they do not and will not accept just receiving the CPU alone (This suggests they are unwilling/unable to test the CPU).

They were not able to tell me what tests they would perform in order to identify the issue. Nor would they provide me a reason as to why the whole system must be returned to them “This is always what we have done”

If you encounter this issue yourself I thought you would like to be made aware of the difficulties faced when trying to RMA the chip. Something to consider if your system is vital for work or other usages that mean it’s not possible to return the entire system.

After spending a considerable sum of money with them it was disappointing to be met with a response like this.

 

[SpyderTracks]

This is standard, and clearly set out in the warranty terms, this is completely normal with SIs on this issue, to maintain warranty, they have to know the replacement is done correctly, they can’t take someone’s word on them being skilled to do it themselves or why didn’t they just build the machine? They will also be subject to Intels requirements on marking it as a problematic cpu for them to get their RMA request honoured through Intel.

I appreciate to you it’s clear it’s defective, believe me it won’t be that simple for PCS, they have to prove it to Intel and Intel will likely have given custom written testing software and likely hardware as well, it’s not simply going to be a case of running a heaven benchmark and gettin a crash

Their warranty return policy does clearly state

7.2

Subject to clause 7.3, goods found by us to be defective during the warranty period will be repaired or replaced with an item of an equal or better performance and equal or better value at the time a return material authorisation (“RMA”) is generated. All Products being returned under warranty must have been issued with a valid RMA number. Any goods received by us without a valid RMA number will be rejected and returned to sender.

They can’t test a CPU without the system it’s in as there may be related issues with the design of that system, or modifications done by the buyer that may have affected stability.

And regarding return costs:

7.13

If a product is repaired outside of the warranty period specified on your order, we can arrange collection using our courier, the cost for collection is £49 including VAT. Unless otherwise specified in the warranty provided, the warranty for any replacement part(s) is limited to a maximum of one year from the date of dispatching your return. For repaired parts, the warranty is capped at a maximum of three months.

But any SI globally will be stipulating the same thing.

You didn’t order a cpu off PCS, you ordered the full working system. It’s not like it’s an SSD that isn’t influenced by anything else on the build.

If you want specifically to avoid having to send the pc back, you can always raise an RMA direct through Intel, but word is RMAs are now taking around a month as they don’t have replacement CPUs available

 

[Adamfp3]

This is standard, and clearly set out in the warranty terms, this is completely normal with SIs on this issue, to maintain warranty, they have to know the replacement is done correctly, they can’t take someone’s word on them being skilled to do it themselves or why didn’t they just build the machine? They will also be subject to Intels requirements on marking it as a problematic cpu for them to get their RMA request honoured through Intel.

I appreciate to you it’s clear it’s defective, believe me it won’t be that simple for PCS, they have to prove it to Intel and Intel will likely have given custom written testing software and likely hardware as well, it’s not simply going to be a case of running a heaven benchmark and gettin a crash

Their warranty return policy does clearly state

7.2

Subject to clause 7.3, goods found by us to be defective during the warranty period will be repaired or replaced with an item of an equal or better performance and equal or better value at the time a return material authorisation (“RMA”) is generated. All Products being returned under warranty must have been issued with a valid RMA number. Any goods received by us without a valid RMA number will be rejected and returned to sender.

They can’t test a CPU without the system it’s in as there may be related issues with the design of that system, or modifications done by the buyer that may have affected stability.

And regarding return costs:

7.13

If a product is repaired outside of the warranty period specified on your order, we can arrange collection using our courier, the cost for collection is £49 including VAT. Unless otherwise specified in the warranty provided, the warranty for any replacement part(s) is limited to a maximum of one year from the date of dispatching your return. For repaired parts, the warranty is capped at a maximum of three months.

But any SI globally will be stipulating the same thing.

You didn’t order a cpu off PCS, you ordered the full working system. It’s not like it’s an SSD that isn’t influenced by anything else on the build.

If you want specifically to avoid having to send the pc back, you can always raise an RMA direct through Intel, but word is RMAs are now taking around a month as they don’t have replacement CPUs available

Thank you for the reply. Hopefully they can get some further guidance from intel or a company stance as I have a feeling I will not be the only who encounters this going forward.

 

[SpyderTracks]

Thank you for the reply. Hopefully they can get some further guidance from intel or a company stance as I have a feeling I will not be the only who encounters this going forward.

You won’t be as said, this will be essential as directed by Intel. It’s standard with any SI globally.

There’s a big difference in having a warranty on one component vs the whole system.

You’re by no means being treated unfairly, it’s completely normal.

 

[Paul1964]

Assuming PCS replace the CPU it's also possible they will want to update and adjust BIOS settings to minimise the risk going forward with said replacement CPU. You may well be capable of replacing and tuning your CPU and system as required but to be fair to PCS - they don't know that and for warranty purposes, can't take you word for it, as Spyder said already.

 

[Scott]

Wholeheartedly agree with the above.

The assumption is that the CPU is the issue, there could be a motherboard or RAM impact as well though. Everything needs to be squeaky clean with this RMA not to leave PCS open to any issues with Intel.

As much as there are mitigating circumstances where individual parts can be sent out, this is most definitely not one of those situations. PCS are absolutely doing the right thing.

I know it's a pain and a lot of money to send back but it's definitely worthwhile. If you time it right with the BIOS update, that will all be handled for you too and at least get you some value for money.

The silver warranty is a no brainer for me and we always recommend it. If you are within a year the return would have been free, well it would have cost £5 initially.

 

[Martinr36]

@JakAttack has posted this explaining things:

Intel 13th/14th Gen Notice

Dear Customers, We are aware of recent discussions regarding potential issues with Intel’s 13th and 14th-generation processors. Here’s an update from PCSpecialist on this matter: Confirmed Issues: Oxidation Issue: Intel has confirmed that a certain batch of the 13th-generation high-end...

www.pcspecialist.co.uk

 

[Adamfp3]

Thank you everyone for your responses and explanation of the procedure. PCS have been in contact with me and reached a middle ground. Currently waiting for intel to do there bit before going further with PCS.

 

[SpyderTracks]

If you encounter this issue yourself I thought you would like to be made aware of the difficulties faced when trying to RMA the chip. Something to consider if your system is vital for work or other usages that mean it’s not possible to return the entire system.

Just for anyone reading, if your system is business critical, you should be purchasing under B2B, not as a standard retail customer, that comes with B2B level support packages for exactly this reason.

 

[ubuysa]

In addition, and just so everyone is clear on whose responsibility this is, the Intel Warranty Information page states the following - right at the top...

Intel® products sold as part of a computer system are covered by the system manufacturer. Contact your system manufacturer or place of purchase for information about your warranty options.

Only 14th gen CPU customers who have purchased a CPU as a single component may contact Intel directly for an RMA.