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

TheJamsh

TheJamsh

TheJamsh

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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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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!
 
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.
 
d_brennen said:
From the manual error code AF = Exit Boot Services event

No idea what that means but someone might
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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...)
 
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.
 
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...
 
5UB said:
I apologise for the inconvenience you have had and we will get this issue sorted as quickly as we can. :)

Like I say it is hard for myself to help directly however Bicepo in the technical support forums shall be able to help you on Monday. Just a shame it is the Weekend now and you are not getting any help sooner. However you never know someone on here may know what the issue is.

Don't worry I will ensure TheJamsh is happy. :)
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Many thanks. I know it's highly unlikely to be anybodies direct fault at OCuK and probably just a dodgy part, its bound to happen now and again. Beginning to wish I went for the cheaper Gigabyte MOBO and those OEM 3820's you started selling as I hit the 'Pay Now' button :P!

Osprey said:
Computer hardware is frustrating as hell when it isn't working, especially when you can't pinpoint the issue. Try not to get upset though, it will get sorted out.
Click to expand...

Very true. If I could at least SEE something on screen I'd know I was getting somewhere...
 
Well, I've just been e-mailed an RMA number by forum member 'Bailey' to return both CPU and Motherboard.

A little put off by the £12.50 per-part charge to look them and test for faults, plus postage to get them there and return postage... Expensive :S
 
shadow_boxer said:
You certainly shouldn't be expected to pay postage costs for both ways and £12.50 per component seems extortionate to me! Any luck with testing psu and ram?
Click to expand...

Yeah, PSU, RAM and GPU are all in working order. The amount of times they've been plugged in and unplugged the last few days is insane...

I don't mind paying postage to return the parts just the once, if it fixes my problem. 12.50 per component to test and postage back if they don't find any faults seems very high.
 
Cost me £9.06 to send them back, had to be done as Special Delivery for insurance purposes, given there's about £500's worth of gear in there. Apparently it will arrive at OCUK tomorrow before 1pm.

I can't stress enough, that the board and CPU have both been handled with exceptional care, and kept very static-free, along with all of the other parts. The pins are all intact and right where they were when it came out of the box. If any damage has been done, it's certainly not by my hand.

Hopefully the fault will be identified and I will be sent a replacement(s). I did have the spec checked before it was shipped, so everything should be compatible.
 
5UB said:
I believe there is some mis-understanding here. We do not charge money to test items. Items are tested for free under warranty and if faulty then we obviously replace the fault items. We only charge £12.50 if the items are not faulty.

If you are returning the motherboard and the processor under one RMA and one of the items is faulty and one of the items is not. Then you will not be charged.

As for the delivery costs, keep the receipts! We can usually refund the delivery if the items are faulty goods!

I hope this is clear now.
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Thanks for clarifying that, both have been returned under the one RMA number :)

On the service side of things (not sure who mentioned it), I'm actually pretty impressed at this point. I think OCUK are handling it about as well as it could be handled at the moment, there's only so much that can be done when I live in Plymouth and they are situated in Newcastle-Under-Lyne!

And, pricing was the first reason I shopped here, that and the finance options. I personally think you'd be hard pressed to find better prices and service elsewhere.
 
5UB said:
As regards to pricing, even if we are a bit more sometimes here and there. You will struggle to find support where you get a reply within minutes and it is not generic copy and paste reply, it is quick support where we will help you and listen to you.
Click to expand...

^ This. I worked as a mechanic/sales assistant in a small local bicycle shop for a few years. You wouldn't believe the sheer amount of customers who came in to say "we ordered this online because it was cheaper, but now we need you guys to fix it so it works properly because they won't do anything about it".

Even if you pay a little more than say, amazon (just as an example), it's the aftercare and service following purchase that makes the difference. My system was all purchased through finance anyway, so the extra few quid doesn't make much difference to me in the long run.

EDIT: Anyway, hopefully in a few days I can report back using my working system :)
 
Finally found out the cause of the issue! Got this e-mail today from ASRock technical support. (You guys have the board and CPU at the moment though).

Will OCUK fix that for me?

Hello,

It looks like you need a new BIOS version to support your CPU.
http://www.asrock.nl/mb/cpu.asp?Model=X79 Extreme4

We can send you a new BIOS chip, with BIOS 1.60. This will support your CPU. Then you can simply remove the BIOS chip, and plug in the new one. Please see attached PDF. Please give me your address if you would like to receive a new BIOS chip. Thanks.

If you have an extremely friendly dealer, maybe they can update the BIOS for you, while using an already supported CPU. Then you do not have to wait for the new chip to arrive.

Best regards,
ASRock Support

ASRock Europe B.V.
Bijsterhuizen 3151
6604 LV Wijchen
The Netherlands
Click to expand...
 
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