Gigabyte RMA Issue/Problem

[UKGigaProb]

I wonder if any of you guys on here can help me with a Gigabyte RMA problem.

I will start from the beginning so you know where I am standing with this, I brought a Gigabyte X670E Acorus Master from (I have no idea if I am allowed to say this but if mods what to remove it that’s fine, but I will leave 3 letters out just in case) TECHNEXT*** as it was on offer just 3 months ago and I received the board and straight away I noticed some of the plastic covering on some of the paint work lopsided, but thought nothing of it, so I installed windows and everything seems fine at that time and I went to active windows and with my product key and it activated itself? I was like that’s not right that’s only happens if its second hand or refurbished because someone has been using the board before I brought it.

So, I contacted the retailer saying the above and they swear it was new etc.., but kept pointing me to contact Microsoft, they could not get that a brand-new product will not have a windows key installed on the motherboard if its brand new. It was not getting me anywhere and I thought well its working and I got £40 off then I left it.

Then the fun starts one week later I kept having C5 error codes on the display on the motherboard, memory training gone wrong and me dumb nut thinking it was a bios issue just needs to be ironed out I wait for the next bios update, I just removed one stick of ram on the channel B and its fine.

New bios came out so I update to that and put my ram stick back into channel B and all was fine and that went on for a week and it started again, now I thinking it’s the memory and buy new memory and guess what, its still the same, I return the memory and contacted AMD thinking with all the burning CPU’s around it maybe the CPU, so they ask me for a picture of the CPU and the PADS and the CPU socket, so I do and they tell me next day to return the CPU for RMA, so I do.

Now last week I get the new CPU Ryzen 7950X3D just in case someone needs to know, and I put the new CPU in the socket to be greeted to the same C5 error, so I remove the memory stick from channel B, and it works fine? So, I remove the memory stick from channel A and put that in channel B and same C5 error, now I am thinking it’s the motherboard, so I start checking the ram slots, cannot see anything wrong until I look at the picture I sent to AMD and there is the problem, a pin upper most right is disappeared?, (I never noticed this) I am thinking how on earth as that gone, so then I contact the retailer and straight away they tell me, sorry the warranty is not covered by the socket?

At this moment I am fuming, so I tell them that I have had these problems from the same week I received the board, but again the repeat came, no warranty even that it has 3 years.

So, I contacted UK Gigabyte RMA, and this went on most of a day, and it was like talking to someone form another planet, they told me after explaining in detail with the picture of the pin and serial number they say” We can offer attempt repair of the motherboard. If the motherboard cannot be repaired, it has to be collected without repair.”

I was like what on earth are they talking about, without going on too long as the replays went on all day, what they meant was after 3 hours was, they want me to send the board to them me paying postage and for me to pay postage back and if they can’t repair it then tough luck.

What they then went on to say after another 6 replies trying my best to get a solid question answered was that they will try to repair the C5 error, but they can not fix the missing pin, I was like the C5 error is the missing pin! I was like well what happens now because this pin as disappeared by it own, then they send a part of the terms says user error not covered, then I replay saying this is not user error as it was not done by me as I have had problems with this board since the beginning, but the next day they reply with “Sorry that we are unable to replace the board because of the missing pin.”

So, they are telling me sorry you are screwed because our terms are one size fits all, I replied saying about when I brought the board it had windows product key installed on the motherboard and I asked them can you check the serial number and tell me if this was a refurbished board, but zero reply.

So, this is now, does anyone know of anybody at Gigabyte I can speak to because in the UK its just the [email protected] I have and that’s not working. So basically its like this, the board must have had the pin in the socket for it to work off and on and me thinks this was a second-hand board and maybe that as something to do with it, not sure, plus it had a windows product key installed pretty much says it was used and when I removed the CPU the pin must have broken or something, but I know it must have been a defective pin, but all pins surrounding that area and completely fine.

I find it sad that the user as no warranty on these expensive motherboards on the socket, so anything that may happen like to me, you have just wasted all your money.

I will include here the picture of the socket with the pin highlighted, but you may have to zoom in to see, but the break is too clean, but I fully understand the company thinks the user did it and that’s it, but when you know you did nothing wrong it annoys.

Sorry for the long rant, but if anyone knows of anyway to contact Gigabyte higher ups then that would be great.

Cheers.

 

[str]

That pin appears to be A-39 and it's labelled MBA_DATA [24].

Is it possible Microsoft are handing out digital licenses for new boards during activation? I had a board recently I bought second hand and it automatically activated Windows 10 Pro when I installed it. It could be the previous owner left it with a license.

In your situation, having done all that you've done, I wouldn't expect the retailer or Gigabyte to help further. I'd consider selling the board as faulty or find a genuine professional who can safely remove and replace the AM5 socket.

If you can use it as is, with enough ram slots working, that could your best option, and turn this episode into a lesson to trust your gut next time and check everything over when you have those concerns.

 

[UKGigaProb]

Yes, I checked the other day what the pin was connected to and seen it was for channel B, but for Microsoft handing out digital licenses for new boards I don’t think so as I built a new RIG for a friend and that needed a license, so the board looks used.

I will hold off before selling as it maybe just me on the warranty, what’s the point of having one if they can just say user error to anything and void your rights, shame really.

Yes, agree with that, wished I sent the board back when I thought it was used, but live and learn.

But I am not one to give up trying to get what I paid for.

 

[Tetras]

If the motherboard automatically activated Windows on a brand new install then it was a used board, simple as that. Most manufacturers don't seal the boxes anymore, even the anti-static bag, so unfortunately it's all too easy for them to be resold. It's extremely common, there's a big well-known store that is notorious for sending out used everything.

As for the socket, this kind of fault where you only get one memory channel is also very common, but so is their response, practically no store or manufacturer will offer you a warranty for any physical damage to the socket. It's advisable to record yourself opening the delivery package and the box of any expensive item for the first time and checking it over, before you install it. If you paid with a credit card, or with paypal, that's one option, but (and I'm sure you don't care, in this instance) be aware that it is 99% likely your store account will be immediately closed if you file a claim, so be sure to save or print out any evidence you need, like tracking numbers and invoices.

 

[UKGigaProb]

Totally agree with everything you said and like you say it was used simple as that and I really knew that when I installed windows and just because of the saving I thought nothing more of it, but it’s costing me know.

Yes, I think that socket warranty they got going on as got to be changed, I can understand if it in the middle of the socket and looks like a sledgehammer been hit with it, but one pin that looks as its just done a runner, surely, they should be by a basis-by-basis view but that’s just me living in fantasy land.

For the charge back, I never thought of that and just checked it’s been 112 days so I have 8 more days to do a charge back, can’t remember what card I used but I will investigate this more tomorrow.

Thanks.

 

[Nelly]

You can practically prove its second hand, even though you bought it brand new. I would contact your local trading standards office, and see what they say, they used to investigate companies selling second hand goods as new.

Like mentioned above, if purchased on a credit card, possible charge back.

 

[clone]

I had a similar problem with a asus z790 apex that I bought from another shop that was badly bent and cpu socket was destroyed by a whole lot of bent pins, they offered for me to sign a document to send the board off to get repaired, I told them this was unacceptable so I put a negative post on truspilot and contacted PayPal, this worked and I got a new board sent out.

 

[Tart]

As has been said, follow this up with trading standards and citizen's advice.

Citizens Advice

Online free advice from Citizens Advice to help you find a way forward, whatever the problem. Our research enables us to campaign on issues affecting people's lives.

www.citizensadvice.org.uk

You'll need to select where you are in the UK as some of the laws / protections are different.

Find your local Trading Standards office

Find a Trading Standards office to complain about illegal sales activity or to get business advice about trading legally

www.gov.uk

I know PayPal offer their own protection on buying and people have had success with that but I would never buy anything over £100 without a credit card and so get the consumer credit act protection. Like in this case if you're getting mucked about by the vendor just show all the communication to the credit card supplier and they'll refund you in full. Even on things under £100 credit card companies are usually pretty supportive. Chargebacks are not part of the consumer credit act and are just something credit card companies / banks do to help but they are not required to by law. I'm not 100% but I think the credit card company are also liable for the guarantee if you get no joy from the seller. Here's some more info on the consumer credit act (section 75 is the important part). Note that as long as the item or items (as long as the sale is over £100 - individual items can be under £100 and still be covered) meet the criteria for protection, you only have to pay for some of the cost with your credit card to be covered.

Can I claim on my credit card when something goes wrong? - Which?

If you buy goods or services on your credit or debit card, you have extra protection if things go wrong compared with paying by cash or cheque. Read on the find out more.

www.which.co.uk

Check trustpilot before you buy because that will give you an indication of how likely you are to have issues. I apprecaite that you saw a good deal and wanted to take advantage but you spends your money and you takes your chances. In these situations, definitely buy with a credit card.

I'm not sure what's going on with the Windows activation as I've not encountered that before. Even if I'm reinstalling Windows on the same machine activating needs a key and to click activate. I've never had it remember an activation.

If the pin was always missing from the board I'd have thought the memory errors would have been present from the start?

Good luck getting it replaced / refunded anyway. Hope it all works out for you.

 

[Gavster]

I bought the same motherboard from the same shop, usually I`m pretty good at looking places up I haven`t bought from before but I didn`t this time and then I started looking online at reviews of the shop and my heart sank. I spent an hour unboxing the the board going over every little detail as I thought it might be second hand but after comparing some unboxing videos I came to the conclusion that it was sound but I think I got lucky because it has been faultless.
Like the OP I was hooked by the cheap price, like £60-£80 cheaper than the usual large PC retailer. I wouldn`t use that company again due to the amount of people that have problems, plus there wasn`t an option for PayPal or Amazon pay either which should have alerted me.
I hope the OP gets sorted one way or another.

 

[random_matt]

That store has terrible reviews I think. I only buy from here and the other two big stores.

 

[UKGigaProb]

You can practically prove its second hand, even though you bought it brand new. I would contact your local trading standards office, and see what they say, they used to investigate companies selling second hand goods as new.

Like mentioned above, if purchased on a credit card, possible charge back.

Will investigate this more, cheers.

I had a similar problem with a asus z790 apex that I bought from another shop that was badly bent and cpu socket was destroyed by a whole lot of bent pins, they offered for me to sign a document to send the board off to get repaired, I told them this was unacceptable so I put a negative post on truspilot and contacted PayPal, this worked and I got a new board sent out.

Problem with mine is I left it way too long which no fault of my own as I just thought it was a bios issue then memory then CPU, time went on, but it’s the motherboard and I should have realised from the beginning when windows activated on its own that it’s a second hand board, but glad you had a good reslove.

As has been said, follow this up with trading standards and citizen's advice.

Citizens Advice

Online free advice from Citizens Advice to help you find a way forward, whatever the problem. Our research enables us to campaign on issues affecting people's lives.

www.citizensadvice.org.uk

You'll need to select where you are in the UK as some of the laws / protections are different.

Find your local Trading Standards office

Find a Trading Standards office to complain about illegal sales activity or to get business advice about trading legally

www.gov.uk

I know PayPal offer their own protection on buying and people have had success with that but I would never buy anything over £100 without a credit card and so get the consumer credit act protection. Like in this case if you're getting mucked about by the vendor just show all the communication to the credit card supplier and they'll refund you in full. Even on things under £100 credit card companies are usually pretty supportive. Chargebacks are not part of the consumer credit act and are just something credit card companies / banks do to help but they are not required to by law. I'm not 100% but I think the credit card company are also liable for the guarantee if you get no joy from the seller. Here's some more info on the consumer credit act (section 75 is the important part). Note that as long as the item or items (as long as the sale is over £100 - individual items can be under £100 and still be covered) meet the criteria for protection, you only have to pay for some of the cost with your credit card to be covered.

Can I claim on my credit card when something goes wrong? - Which?

If you buy goods or services on your credit or debit card, you have extra protection if things go wrong compared with paying by cash or cheque. Read on the find out more.

www.which.co.uk

Check trustpilot before you buy because that will give you an indication of how likely you are to have issues. I apprecaite that you saw a good deal and wanted to take advantage but you spends your money and you takes your chances. In these situations, definitely buy with a credit card.

I'm not sure what's going on with the Windows activation as I've not encountered that before. Even if I'm reinstalling Windows on the same machine activating needs a key and to click activate. I've never had it remember an activation.

If the pin was always missing from the board I'd have thought the memory errors would have been present from the start?

Good luck getting it replaced / refunded anyway. Hope it all works out for you.

Thanks for all the information, will look at this in more detail latter and the board did work from the beginning so the pin must have been there but kept getting C5 errors off and on for weeks and I just put it down to a bios issue, now I know I was wrong as I was looking on YouTube at all the folks on there having the same C5 errors saying it’s a bios issue, but now I know it had nothing to do with that and me thinks the pin was weak or something I wish I knew what was going on and how it happened but I am at a complete loss.

Older motherboards do need a key to be inputted on every install, but the newer motherboards remember them.

Thanks again mate.

I bought the same motherboard from the same shop, usually I`m pretty good at looking places up I haven`t bought from before but I didn`t this time and then I started looking online at reviews of the shop and my heart sank. I spent an hour unboxing the the board going over every little detail as I thought it might be second hand but after comparing some unboxing videos I came to the conclusion that it was sound but I think I got lucky because it has been faultless.
Like the OP I was hooked by the cheap price, like £60-£80 cheaper than the usual large PC retailer. I wouldn`t use that company again due to the amount of people that have problems, plus there wasn`t an option for PayPal or Amazon pay either which should have alerted me.
I hope the OP gets sorted one way or another.

You seen that offer too, I am glad it worked out for you, and I will never again use that company and going by how Gigabyte is treating me I think they have lost a customer for life.

Thanks mate.

That store has terrible reviews I think. I only buy from here and the other two big stores.

You have sense, wish I had at the time.

 

[UKGigaProb]

Just a update, Gigabyte got back to me saying they can not tell me if the board was second hand but it was sold this year, but they go on to offer a repair to the motherboard again but they cannot repair the pin but it just that they keep using damaged by user which is rubbing me up the wrong way when I know 100% it was not damaged by myself, it’s crazy.

I mean why do they keep on offering to repair the board when they said many times, they will not repair the pin, then what are they even offering, for me to waste more money sending it to them for them to say “yep, it’s the pin that’s at fault, you can have it back now” then pay them to return it, madness.

I have sent a PM to the Gigabyte guy on reddit if that does anything, but will go and look into my credit card I brought this board from and see what the terms are, thanks guys for all your replays.

 

[clone]

There was a gigabyte rep on this forum but I've not seen him in a while.

 

[Hostile_18]

I mean if a small claims court would make a comment sense judgement, so you'd likely win. Send the retailer notice of intent. I did with Nvidia last year and they soon changed their mind, without me having to proceed.

 

[clone]

Have you put up a bad review on truspilot, this worked wonders for me, they pleaded with me to remove it when the problem was resolved.

 

[UKGigaProb]

Thanks guys again for your replies!

Well I emailed Gigabyte back yesterday saying I opened a thread on here and saying I don’t want to take any action etc…, if we can come to some middle ground and today been looking through the trading standards and my credit card and other options that was told to me and only just checked my email’s and had another email from Gigabyte which I was surprised and they said after careful consideration of my case they will treat it as a special case and have my motherboard back under normal RMA conditions, so if they can’t fix the board they said they will replace it.

Really surprised by this I will admit, so that is good news and I glad that Gigabyte land out to be a good company in the end and thanks to you guys helping its much appreciated.

 

[Nelly]

Thanks guys again for your replies!

Well I emailed Gigabyte back yesterday saying I opened a thread on here and saying I don’t want to take any action etc…, if we can come to some middle ground and today been looking through the trading standards and my credit card and other options that was told to me and only just checked my email’s and had another email from Gigabyte which I was surprised and they said after careful consideration of my case they will treat it as a special case and have my motherboard back under normal RMA conditions, so if they can’t fix the board they said they will replace it.

Really surprised by this I will admit, so that is good news and I glad that Gigabyte land out to be a good company in the end and thanks to you guys helping its much appreciated.

Good to see you got a positive outcome, least you had a few options to go down. I can kinda understand Gigabytes view, the other motherboard manufacturers are no different usually.

The biggest villain in all this is that retailer, glad I've never purchased from them before, been tempted I must admit. I would have reported them to trading standards anyway, seems like a regular thing with them.

 

[Gavster]

Thanks guys again for your replies!

Well I emailed Gigabyte back yesterday saying I opened a thread on here and saying I don’t want to take any action etc…, if we can come to some middle ground and today been looking through the trading standards and my credit card and other options that was told to me and only just checked my email’s and had another email from Gigabyte which I was surprised and they said after careful consideration of my case they will treat it as a special case and have my motherboard back under normal RMA conditions, so if they can’t fix the board they said they will replace it.

Really surprised by this I will admit, so that is good news and I glad that Gigabyte land out to be a good company in the end and thanks to you guys helping its much appreciated.

Glad you got it sorted

 

[clone]

Nice result in the end.

 

[UKGigaProb]

Good to see you got a positive outcome, least you had a few options to go down. I can kinda understand Gigabytes view, the other motherboard manufacturers are no different usually.

The biggest villain in all this is that retailer, glad I've never purchased from them before, been tempted I must admit. I would have reported them to trading standards anyway, seems like a regular thing with them.

Cheers mate.

I remember having it out with that retailer about the windows product key being activated when I installed windows, they was just acting dumb and when I contacted them about this all they kept showing me was a case involving an Intel board where a retailer basically got away with it, so saying don’t contact us again because we not going to help.

Never ever will buy from a unknow company again, keep to the big buys now just not worth it if something goes wrong.

Glad you got it sorted

Thanks mate!

Nice result in the end.

Thanks mate!