[HELP] Trying to return faulty components, why is it so difficult?

TheJamsh

TheJamsh

TheJamsh

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17 Feb 2012
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[HELP] Trying to return faulty components. [Returned, Thanks!]

I'm getting increasingly frustrated at the moment with my new components and the amounts of times I've had to explain the problem I'm having to several different advisors. I recently bought a complete new high-end (£1500 worth) set of computer components from OCuK, which was bought and paid for on Thursday. I recieved the parts on friday, very good up until this point.

However, on assembling the PC (taking EVERY precaution and anti-static measure possible), the system doesn't POST or get as far as BIOS, and the screen displays 'no signal input'. The motherboard displays the code 'AF'. All fans spin and power up, but that is a far as it gets. No further. Now, I have performed every possible diagnostic test imaginable, including and likely not limited to:

- Replacing CMOS battery after 30 Seconds
- Using the Clear CMOS function of the boards switch
- Using the 'CLEAR CMOS' settings with the motherboard bridge
- Re-seating the CPU
- Trying different graphics cards in different PCI slots
- Running with bare-minimum components
- Swapping out the RAM in various combinations, with different RAM chips etc.
- Tested the RAM and graphics card on other system (it works)
- Tested PSU on another sytem (it works)

I HAVE DONE EVERYTHING POSSIBLE. Except replace the CPU, which I can't do because nobody owns an x79 motherboard and CPU I can replace it with. Taking it to my computer shop is impossible because they do not stock x79 CPU's or motherboards because they are so expensive and not widely used still.-

I have spoken to an advisor on the phone, who has now suggested that I return both the CPU and the Motherboard as faulty components via an RMA request. I returned to the website and filled out the RMA return with this information, I then recieved an e-mail telling me to "try different RAM, it could be anything". The complete opposite of what I wanted.

I've already tried everything! And have explained this many times over! Why am I struggling to have my faulty parts replaced? I bought everything from OCuK because of the recommendations about service but so far I haven't seen much of it... This PC has cost me an absolute FORTUNE, and isn't even a week old!

I HAVE also contacted ASRock, who are yet to respond to my technical support e-mail, and don't have a UK helpline.

The parts bought and assembled (ALL from OCUK):

Intel Core i7-3820 3.60GHz (Sandybridge-E) Socket LGA2011 Processor - Retail
ZOTAC GeForce GTX 560Ti "448 Edition" OC 1280MB GDDR5 PCI-Express Graphics Card
Asrock X79 Extreme 4 Intel X79 (Socket 2011) DDR3 Motherboard
Corsair Graphite 600T Midi Tower Case - Limited Edition White
Western Digital Caviar Green 2TB SATA 6Gb/s 64MB Cache - OEM (WD20EARX)
Corsair Enthusiast Series TX750M High Performance 750W '80 Plus Bronze' Modular Power Supply (CP-9020003-UK)
OcUK E2250SWDA 22" Widescreen LED Monitor - Black
Corsair Hydro H80 High Performance Liquid CPU Cooler (Socket LGA775/LGA1155/LGA1156/LGA1366/LGA2011/AM2/AM3)
OCZ Agility 3 60GB 2.5" SATA-3 Solid State Hard Drive (AGT3-25SAT3-60G)
Kingston HyperX Genesis 16GB (4x4GB) DDR3 PC3-12800C9 1600MHz Dual/Quad Channel Kit (KHX1600C9D3K4/16GX)
TP-Link 300Mbps High-Gain Wireless-N USB Adapter (TL-WN822N)
OcUK Value DVI-D Dual Link M - M Monitor Cable (Black) - 2 Meter

Can someone PLEASE help me out here?
 
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As above customer services will be happy to help you. I hope you get this sorted soon i know how gutting it is to get something broken

EDIT: U cannot see anyone elses posts there but they are fast
 
Okay guys thanks for the help. It's so frustrating, I've had friends over with their computers taking things apart, checking and testing etc, had the family computer ripped apart as well.

There's no way I should have to go through all this to get a new PC working, especially with this level of components. So irritating. The only thing I haven't fully tested is the PSU (not possible without doing the paperclip trick, and I don't fancy doing that to a brand-new PSU and voiding any warranty), but if everything is powering on, I would expect it works just fine anyway.

So frustrating! Should be up and running by now!
 
Paper click test wouldn't void your warranty. Ripping the PSU apart, on the other hand, would ;)

Have you run memtest on all the ram modules (on the PC you used to test them)?
 
The Customer Service section is hidden and only you can staff can see your own posts. :)

If you have made a post there, expect a reply on Monday morning and you will get the full support needed. :)
 
pcAnywhere said:
Paper click test wouldn't void your warranty. Ripping the PSU apart, on the other hand, would ;)

Have you run memtest on all the ram modules (on the PC you used to test them)?
Click to expand...

No, not entirely sure how to do that. I booted up the other PC with one RAM stick in at a time, they all worked and allowed it to boot, so I figure the memory works.
 
Hope you don't go through what I did. Had to wait over a month just to get a mouse replaced via RMA. Even then I had to phone for an update as no one phoned or emailed me.

Good luck.
 
voorhees1979 said:
Hope you don't go through what I did. Had to wait over a month just to get a mouse replaced via RMA. Even then I had to phone for an update as no one phoned or emailed me.

Good luck.
Click to expand...

You will find that was likely the manufacturer, they usually have a 28 turn around policy for faulty products depending on what is ordered, when it was ordered etc. Usually it is a lot quicker than that, if over 28 days then there is something wrong.
 
d_brennen said:
From the manual error code AF = Exit Boot Services event

No idea what that means but someone might
Click to expand...

Apparently nobody knows what it means, and ASROCK are yet to get back to me.

5UB said:
The Customer Service section is hidden and only you can staff can see your own posts. :)

If you have made a post there, expect a reply on Monday morning and you will get the full support needed. :)
Click to expand...

Thanks, hopefully the problem can be resolved as quickly as possible (without me paying out extra money...)
 
You say you have reseated the CPU in the socket? You haven't bent any pins in the socket have you by any chance? This can cause strange problems sometimes.

We are willing to help you, I do not work in technical support however the guys that do will respond to you on Monday. :)
 
5UB said:
You say you have reseated the CPU in the socket? You haven't bent any pins in the socket have you by any chance? This can cause strange problems sometimes.

We are willing to help you, I do not work in technical support however the guys that do will respond to you on Monday. :)
Click to expand...

I checked all the pins, I've actually reseated it twice now just to be sure. They are all just as prominent and pointy as they were when it came. I also tried swapping one of the power cables for one of the modular ones that came with the power supply (the 8-pin one for the northbridge), still nothing.

Also just to check, does OCUK arrange a courier to pick up and return the faulty parts? I could be wrong, but I'm sure the guy I spoke to on the phone today said I would have to return them myself, which doesn't seem right.
 
Have you tried assembling barebones outside of the case to rule out a short on a stand-off or otherwise?

Does the motherboard display the correct error codes when you force a problem? E.g - Try to boot with no RAM installed.
 
TheJamsh said:
I checked all the pins, I've actually reseated it twice now just to be sure. They are all just as prominent and pointy as they were when it came. I also tried swapping one of the power cables for one of the modular ones that came with the power supply (the 8-pin one for the northbridge), still nothing.

Also just to check, does OCUK arrange a courier to pick up and return the faulty parts? I could be wrong, but I'm sure the guy I spoke to on the phone today said I would have to return them myself, which doesn't seem right.
Click to expand...

If you can see if you can speak with Bicepo (Chris) in the Customer Service forum, just ask and say that you would like to speak to him to see if you can get further support regarding the problems you are having and I am sure we can arrange a collection if it is a lot of parts, if it is just one thing usually the customer just sends it, but if it is a whole system we should be able to help out by arranging a courier collection. :)
 
5UB said:
If you can see if you can speak with Bicepo (Chris) in the Customer Service forum, just ask and say that you would like to speak to him to see if you can get further support regarding the problems you are having and I am sure we can arrange a collection if it is a lot of parts, if it is just one thing usually the customer just sends it, but if it is a whole system we should be able to help out by arranging a courier collection. :)
Click to expand...

I'm happy to send back the Motherboard and CPU myself to be honest, they arn't too weighty so sending those wouldn't be too much trouble I guess. Another tenner on postage would be worth it if its garaunteed to fix my problem.

I'm getting another chance to test the RAM, GPU and PSU tonight hopefully with another friends PC, provided those components work, then it can only possibly be the CPU or MOBO. Unfortunately, I'd have to send both back for OCUK to figure out which one it is.

Thanks for the help btw, feel like I've been going round in circles for the most part. All this money spent with so little to show for it at the moment. Thank God for warranty...
 
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