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amd RMA is so stupid

gareth170

gareth170

gareth170

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hi

i'm so angry with the amd RMA service. i sent my phenom 9850BE back to amd on 21 april 2008 for a replacement, they received it on 22 april 2008 then they said they haven't got any phemon 9850 BE in stock yet they will get some within 2 weeks. so they said they will send a Opteron 1218 so i can use the system till they've got stock of the phemon 9850 BE then they will send that, which was fine. today i emailed them again because its been 2weeks and i've had no email about the phemon 9850 being in stock. so they replyed back saying "
Dear Sir,

Thanks for contacting AMD Technical Support.

We are still waiting to receive the 9850 and you it will be sent to you
as soon as they are in stock.

Thanks so contact us again next week if you have not received anything

Thanks <(>&<)> Regards."

i've asked them why can't they find out when they will receive the stock. but they won't answer that question , :confused:

i have 8500 2gb ram sticks which i can't even use without the phenom. :mad:
 
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if it was an old legacy CPU then i would understand the delay. But its a current gen CPU and they should have stock or at least attempt to source stock. Making people wait 3-4 weeks for a RMA is disgusting
 
At least they sent you an Opty for the time being so you can still use your computer... not something most manufacturers would do.
 
As said you are lucky they sent you something that you can use in the mean time, if I remember rightly I read somewhere that they were going to let you keep the Opty as well. Good service imho.
 
It’s shocking service if you are an impatient 14 year old, to most reasonable folk a few weeks to receive, process, test and resend a new CPU is far from unacceptable, especially when they have provided an alternative while the process is being carried out.
 
If you can try and get a number for the UK's head office and see if they'll check your reference for you.


I called a number for the Viewsonic head office after I was waiting on a replacement for my Viewsonic VX2025wm. Turned out the monkeys on their standard RMA line had ordered a replacement from a country that didn't dispatch to the UK. Had I not called up the head office they'd never of picked up on the mistake and I'd of probably been waiting months for a replacement.
 
VinceB1 said:
It’s shocking service if you are an impatient 14 year old, to most reasonable folk a few weeks to receive, process, test and resend a new CPU is far from unacceptable, especially when they have provided an alternative while the process is being carried out.
Click to expand...

+1
thumb.gif
 
update..

i received 2 emails today. first one says "
Dear Sir,

Thanks for contacting AMD Technical Support.

I deeply apologize for the inconvenience.
I can only guarantee you that you will be the first in line to receive
the 9850BE. You should receive your CPU few days after its reception at
the warehouse, in other words at the end of next week.

Thanks <(>&<)> Regards."

which is fine. ill wait till the end of next week. but im not getting my hopes up..

the second email is a different story.. it says
"Dear Mr. Garratt
This is a courtesy notice from the Technical Service Center at
AMD, Inc., in reference to your Warranty Service Request for
your AMD retail packaged Processor in a Box. We have not
received the processor you have requested to be replaced:

RMA# ************
Product HD985ZXAGHBOX Serial Number **************

This request will be closed if we have not received your
processor within 5 days.

Please refer to AMD’s limited warranty policy on our website
for details regarding coverage of your AMD retail packaged
Processor in a Box. This information can be found at
http://www.amd.com/us-en/Processors/TechnicalResources/0,,30_182_867_2139,00.html

Thank you for supporting AMD.

Best regards,
AMD Technical Service Center"

:confused:
 
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Second one looks like a system automated message where as the frist looks as if it came from a person within AMD.
 
VinceB1 said:
It’s shocking service if you are an impatient 14 year old, to most reasonable folk a few weeks to receive, process, test and resend a new CPU is far from unacceptable, especially when they have provided an alternative while the process is being carried out.
Click to expand...
they didn't test it.. they only did a V/M Inspection (Visual Mechanical Inspection) , also they processed it all on the same day when they received it (22 april).
 
VinceB1 said:
It’s shocking service if you are an impatient 14 year old, to most reasonable folk a few weeks to receive, process, test and resend a new CPU is far from unacceptable, especially when they have provided an alternative while the process is being carried out.
Click to expand...

No, its just completely **** poor that AMD cant RMA a CPU that still is in production and it takes them 4 weeks to get a replacement. The time taken is nothing to do with turn around times, most RMA processes involve a fault description being sent, an RMA number given when they acknowledge the fault, the item is then sent to the processing department to acknowledge reciept and then the replacement is sent. Testing should be done after, as AMD have already acknowledged the fault. If the CPU tests ok they can always put it back in the system by sending it as an RMA replacement.

Any company that takes 4 weeks to process an RMA should really need to take a look at their systems. BUT the issue is with obtaining stock of a CPU that is still in production, AMD of all people should actually be able to source some stock.
 
gareth170 said:
but even if its an system automated message, wouldn't the rma close in 5days if they don't do anything?
Click to expand...

This depends on their back end processes, I would say that with the recipt of the email stating that you are "the first in line to receive
the 9850BE", that you are just that. My advice is wait a week and then see from there.

No, its just completely **** poor that AMD cant RMA a CPU that still is in production and it takes them 4 weeks to get a replacement. The time taken is nothing to do with turn around times, most RMA processes involve a fault description being sent, an RMA number given when they acknowledge the fault, the item is then sent to the processing department to acknowledge reciept and then the replacement is sent. Testing should be done after, as AMD have already acknowledged the fault. If the CPU tests ok they can always put it back in the system by sending it as an RMA replacement.

Any company that takes 4 weeks to process an RMA should really need to take a look at their systems. BUT the issue is with obtaining stock of a CPU that is still in production, AMD of all people should actually be able to source some stock.
Click to expand...

There is nothing **** poor about it, it's a simple case of supply and demand, if demand out strips supplies then you have a shortage of processors. If they do indeed have a shortage then how can they provide you with something they don't have?

I for one would be happy that they have provided a decent service in offering an alternative and are going to send one out as soon as one is available. You cannot say fairer than that.
 
I wouldn't exactly say these AMD cpu's are flying off the shelves, just look at everyones sigs, mainly Intel. You cant possibly say that the demand is so high that they cant make them quick enough, everyone's slating the bloody things! This isn't fanboyism by the way, i was an Avid AMD fan back to the day of the K6-2 Processors but AMD have shot themselves repeatedly in the foot over recent years.
 
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