AMD tech Support is Garbage!!!!

[jjennings]

If this isn't the correct place to post this rant, I am sorry and please move it. I am just very, very upset with AMD at this moment.

Story:
I purchased a brand new FX-60 processor 10 days ago. Then I went to Vegas for 4 days, and Friday got around to setting this thing up. Turning it off and on a bunch of times over a 24 hour period, I finally decided to play Call of Duty 2 with it to test the new rig out. After 15 minutes, the computer shuts off. I couldn't figure it out, but upon searching the internet I see some people having issues with heat. So I install the Asus probe to check out the temps. Using stock heatsink and fan, the proc would idle at 55 degrees celcius, and upon launching Call of Duty, it instantly went up to 70+ and would shut off after a few minutes. I knew immediately there was something wrong. This morning, I decided to pull of the stock heatsink and fan, and clean both the processor and heatsink and do the Artic Silver treatment. Well, the processor shield came off with the heatsink and is still stuck to it, while the processor is still in the slot. No damage to the pins at all.

I call AMD tech support about this, and they tell me that it is physically impossible for that to happen, and that I tampered with it and my warranty is void. I have pics of the shield stuck to the heatsink, and told them that I would send in it all in as is, with the sheild still stuck to the heatsink, but they told me that since they can no longer test it due to the shield not being on there that my warranty is instantly denied.

*** JUST TO CLARIFY *** I did not use any arctic sliver or other brands on this cpu. It is installed exactly as it came out of the retail box. Factory Heatsink, factory grease. Nothing else.

Photos can be found here:
http://i55.photobucket.com/albums/g152/jimmy728/Picture021Medium.jpg
http://i55.photobucket.com/albums/g152/jimmy728/Picture020Medium.jpg
http://i55.photobucket.com/albums/g152/jimmy728/Picture017Medium.jpg

 

[PurdueRy]

So? You absolutely did void your warranty. They have every right to deny your claim if they see fit. You used Artic silver, an aftermarket thermal grease. Their warranty specifically states that using this will void your warranty.

However, you should be able to get the CPU off by running the computer for a bit, quickly turning it off and removing it while the CPU is still warm. If this doesn't work then something tells me you used thermal paste.

 

[EndGame]

First, not saying in any way what you are saying didn't happen, but, I can see why AMD's tech support is reacting the way they are.............have you ever tried taking the heat shield off one of these chips on purpose?

Good luck I hope you find a way to make your case..........!

 

[jjennings]

umm, I didn't use Artic Silver, it is still the factory heatsink, factory thermal grease and everything. I thought since it was overheating with the factory stuff, I would try to clean it and use Artic Silver to see if that helps. That's when the heat spreader came apart

 

[jjennings]

Originally posted by: EndGame
First, not saying in any way what you are saying didn't happen, but, I can see why AMD's tech support is reacting the way they are.............have you ever tried taking the heat shield off one of these chips on purpose?

Good luck I hope you find a way to make your case..........!

No, I've never tried to take one apart, wouldn't ever have a reason too, especially with a processor that I just spent over $1000 on. Thanks, hopefully they will see that this is a defective unit or something, i mean hell, the thing is still stuck to the heatsink and is not moving....

 

[JAG87]

This must be the first person that by mistake has a not-damaged naked FX-60 and hes complaining. I guess its true we are never happy with what we have.

Get a big typhoon, put some spacers so that the HSF doesnt crush the core (get some rubber stuff at home depot which you can cut yourself with a knife), lather that baby up with Arctic silver, and you should have one of the coolest and most overclockable FX-60s out there. you could probably hit 3.2 ghz with ease.

 

[PurdueRy]

Call up AMD again and this time request a supervisor. If they give you trouble ask for the next person up.

 

[zagood]

Does the stock heatsink come with TIM pre-applied? Did you maybe forget to remove the plastic that protects the TIM and it melted onto the heatsink, then when it cooled it solidified?

Just an idea. I'm with JAG87, I'd be very excited about this. Naked cores are sexy.

-z

 

[Maximilian]

Originally posted by: PurdueRy
Call up AMD again and this time request a supervisor. If they give you trouble ask for the next person up.

Yes! Dont give up on it, make trouble for them, hell even making them *think* your gonna give them trouble works, trust me. You deserve a refund, its correct that the IHS is difficult to get off but perhaps this one was not even attached properly. Rare but not impossible. Get your refund!

BTW i have your mouse

 

[jjennings]

Originally posted by: JAG87
This must be the first person that by mistake has a not-damaged naked FX-60 and hes complaining. I guess its true we are never happy with what we have.

Get a big typhoon, put some spacers so that the HSF doesnt crush the core (get some rubber stuff at home depot which you can cut yourself with a knife), lather that baby up with Arctic silver, and you should have one of the coolest and most overclockable FX-60s out there. you could probably hit 3.2 ghz with ease.

Well, if they won't work with me, and deny the warranty, this may be my next step, I can't see myslef throwing away an expensive processor, or even purchasing another AMD product after this.. Never done anything like that before, so I hope there is a detailed how-to somewhere out there.... Or maybe some overclocker out there somewhere might be interested in purchasing this....

 

[iRONic]

Originally posted by: jjennings
Or maybe some overclocker out there somewhere might be interested in purchasing this....

I'll give you $500 for it.

 

[orangat]

Originally posted by: zagood
Does the stock heatsink come with TIM pre-applied? Did you maybe forget to remove the plastic that protects the TIM and it melted onto the heatsink, then when it cooled it solidified?

Just an idea. I'm with JAG87, I'd be very excited about this. Naked cores are sexy.

-z

Good point.

jjennings - did you remove the small plastic sheet that covers the factory TIM? I think you didn't since your idling temps are 55C which sounds wayyyy high. Either that or the fitting of the heatsink was off - which is unlikely because of the plastic brackets.

 

[PurdueRy]

Originally posted by: iRONic

Originally posted by: jjennings
Or maybe some overclocker out there somewhere might be interested in purchasing this....

I'll give you $500 for it.

LOL

 

[RichUK]

if you really want to get rid of it i'll buy it off you?!

 

[jjennings]

Originally posted by: orangat

Originally posted by: zagood
Does the stock heatsink come with TIM pre-applied? Did you maybe forget to remove the plastic that protects the TIM and it melted onto the heatsink, then when it cooled it solidified?

Just an idea. I'm with JAG87, I'd be very excited about this. Naked cores are sexy.

-z

Good point.

jjennings - did you remove the small plastic sheet that covers the factory TIM? I think you didn't since your idling temps are 55C which sounds wayyyy high. Either that or the fitting of the heatsink was off - which is unlikely because of the plastic brackets.

There was a large plastic shield over it that was removed. If the fitting was off, then it wouldn't be stuck flat on the HSF. The pictures aren't very clear (sorry camera phone), I will get some that are very clear up soon, but from the pics you can see that it is aligned perfectly on the HSF.

 

[jjennings]

I also am thinking about taking it back to the store where I bought it, and see if they can help me. Last case scenario, I will sell this thing, but give me some time to see if I can get things worked out, I just don't want to throw away a thousand dollars...

 

[Ike0069]

Originally posted by: PurdueRy
So? You absolutely did void your warranty. They have every right to deny your claim if they see fit. You used Artic silver, an aftermarket thermal grease. Their warranty specifically states that using this will void your warranty.

However, you should be able to get the CPU off by running the computer for a bit, quickly turning it off and removing it while the CPU is still warm. If this doesn't work then something tells me you used thermal paste.

Even though he has already stated that he never actually used the AS, using it no way voids your warranty on an A64 CPU. That is not a guess, it is a fact!
Please be sure you fully understand a warranty before you go and make false statements about one.

 

[SparkyJJO]

Probably the reason why the chip was running so hot was the IHS wasn't even installed properly in the first place, which is why it popped off.

I find it funny how someone has 1 bad experience and suddenly will never buy from the company again. 1 bad chip out of thousands isn't a good reason to never buy from a company again.

Just ask to talk to someone higher up. Just because one person you talk to is a turd doesn't mean they all are.

 

[PurdueRy]

Originally posted by: Ike0069

Originally posted by: PurdueRy
So? You absolutely did void your warranty. They have every right to deny your claim if they see fit. You used Artic silver, an aftermarket thermal grease. Their warranty specifically states that using this will void your warranty.

However, you should be able to get the CPU off by running the computer for a bit, quickly turning it off and removing it while the CPU is still warm. If this doesn't work then something tells me you used thermal paste.

Even though he has already stated that he never actually used the AS, using it no way voids your warranty on an A64 CPU. That is not a guess, it is a fact!
Please be sure you fully understand a warranty before you go and make false statements about one.

Woah, back off there.

If you would have read onward you would realize he further clarified that he only wanted to use AS after his temps were high. I did not understand this on the first edit of the post.

Secondly, last I heard the warranty did not cover aftermarket thermal grease. After checking on AMD's website they may have altered this. It now says only use with the stock heatsink and fan is warranted.

Sorry, I will be sure to never be mistaken ever again. I will try to be as perfect as you are.

 

[Ike0069]

OP, very sorry to hear abut your problem with AMD. This is the extreme opposite of my dealing with AMD support. I would definitely try again, and speak to a supervisor if necessary.

Using the stock TIM/HSF, my CPU seemed to be running a little warm (not nearly as hot as yours however), so I attampted to remove the CPU and apply some AS5. The CPU stuck to the HS and was ripped from the socket. Some pins were bent, but I was able to straighten them and reinstall the CPU with AS5. After I did this it refused to boot.
After getting screwed by Monarch, I called AMD and told them everything that happened. They said no problem, just send it in for testing and repair/replacement. Then they took really good care of me.
Here is the thread I made a while back on AMD support:Thread

 

[orangat]

Originally posted by: jjennings

Originally posted by: orangat
.....
Good point.

jjennings - did you remove the small plastic sheet that covers the factory TIM? I think you didn't since your idling temps are 55C which sounds wayyyy high. Either that or the fitting of the heatsink was off - which is unlikely because of the plastic brackets.

There was a large plastic shield over it that was removed. If the fitting was off, then it wouldn't be stuck flat on the HSF. The pictures aren't very clear (sorry camera phone), I will get some that are very clear up soon, but from the pics you can see that it is aligned perfectly on the HSF.

Alrighty then. Maybe the cpu was a dud with a bad heatshield which is why the temps were so high. You should've just rma'd it before using as5 since it shouldn't overheat with stock in the first place.

The pics are blurry but it looks like the as5 was spread much much too thick like toothpaste. It should be a thin hazy film.

 

[PurdueRy]

Originally posted by: orangat

Originally posted by: jjennings

Originally posted by: orangat
.....
Good point.

jjennings - did you remove the small plastic sheet that covers the factory TIM? I think you didn't since your idling temps are 55C which sounds wayyyy high. Either that or the fitting of the heatsink was off - which is unlikely because of the plastic brackets.

There was a large plastic shield over it that was removed. If the fitting was off, then it wouldn't be stuck flat on the HSF. The pictures aren't very clear (sorry camera phone), I will get some that are very clear up soon, but from the pics you can see that it is aligned perfectly on the HSF.

Alrighty then. Maybe the cpu was a dud with a bad heatshield which is why the temps were so high. You should've just rma'd it before using as5 since it shouldn't overheat with stock in the first place.

The pics are blurry but it looks like the as5 was spread much much too thick like toothpaste. It should be a thin hazy film.

He never got to use the AS5. Don't worry I was confused on this point too.

 

[Wingznut]

Originally posted by: SparkyJJO
I find it funny how someone has 1 bad experience and suddenly will never buy from the company again. 1 bad chip out of thousands isn't a good reason to never buy from a company again.

His issue isn't that he got a defective product... He's upset (rightfully so, if his story is accurate) that customer service is initally saying that they aren't going to stand behind their defective cpu.

Even still... I'll bet that AMD will eventually make his situation right.

 

[Ike0069]

Originally posted by: PurdueRy

Originally posted by: Ike0069

Originally posted by: PurdueRy
So? You absolutely did void your warranty. They have every right to deny your claim if they see fit. You used Artic silver, an aftermarket thermal grease. Their warranty specifically states that using this will void your warranty.

However, you should be able to get the CPU off by running the computer for a bit, quickly turning it off and removing it while the CPU is still warm. If this doesn't work then something tells me you used thermal paste.

Even though he has already stated that he never actually used the AS, using it no way voids your warranty on an A64 CPU. That is not a guess, it is a fact!
Please be sure you fully understand a warranty before you go and make false statements about one.

Woah, back off there.

If you would have read onward you would realize he further clarified that he only wanted to use AS after his temps were high. I did not understand this on the first edit of the post.

Secondly, last I heard the warranty did not cover aftermarket thermal grease. After checking on AMD's website they may have altered this. It now says only use with the stock heatsink and fan is warranted.

Sorry, I will be sure to never be mistaken ever again. I will try to be as perfect as you are.

If you had not been so strong in your original statement I would not have even commented.

Sorry if I came off like an ass, it's just that I've had this discussion before and I was repeatedly told I was wrong, yet I was the only one who had actually spoke with AMD reps about this very topic.

For Clarification:
For socket A CPU's with exposed electronics on top (no IHS), AMD does reserve the right to void warranties for using a metal based TIM if it is used improperly (using way too much and having all over the top of the CPU for example). This does not apply to A64 and newer CPU's due to the IHS covering the top completely.

 

[PurdueRy]

Originally posted by: Ike0069

Originally posted by: PurdueRy

Originally posted by: Ike0069

Originally posted by: PurdueRy
So? You absolutely did void your warranty. They have every right to deny your claim if they see fit. You used Artic silver, an aftermarket thermal grease. Their warranty specifically states that using this will void your warranty.

However, you should be able to get the CPU off by running the computer for a bit, quickly turning it off and removing it while the CPU is still warm. If this doesn't work then something tells me you used thermal paste.

Even though he has already stated that he never actually used the AS, using it no way voids your warranty on an A64 CPU. That is not a guess, it is a fact!
Please be sure you fully understand a warranty before you go and make false statements about one.

Woah, back off there.

If you would have read onward you would realize he further clarified that he only wanted to use AS after his temps were high. I did not understand this on the first edit of the post.

Secondly, last I heard the warranty did not cover aftermarket thermal grease. After checking on AMD's website they may have altered this. It now says only use with the stock heatsink and fan is warranted.

Sorry, I will be sure to never be mistaken ever again. I will try to be as perfect as you are.

If you had not been so strong in your original statement I would not have even commented.

Sorry if I came off like an ass, it's just that I've had this discussion before and I was repeatedly told I was wrong, yet I was the only one who had actually spoke with AMD reps about this very topic.

For Clarification:
For socket A CPU's with exposed electronics on top (no IHS), AMD does reserve the right to void warranties for using a metal based TIM if it is used improperly (using way too much and having all over the top of the CPU for example). This does not apply to A64 and newer CPU's due to the IHS covering the top completely.

It's all good dude. Thanks for the correction. It will help to know this in the future. :thumbsup: