An Open Letter from ASUS - Cougar Point Issue

[IdBuRnS]

http://www.hardocp.com/news/2011/02/02/open_letter_from_asus

An Open Letter From ASUS
Intel® on January 31, 2011 announced the detection of a design error in the new Sandy Bridge-based Intel® 6 Series support chip, also known as Cougar Point. The shipment of existing Sandy Bridge products has been suspended by Intel®, and the production of an updated support chip has commenced. The design error affects only the support chip, and not 2nd generation Intel® Core™ processors such as the i5 and i7.

Acting on our philosophy and promise of inspiring innovation and persistent perfection, we've created a comprehensive response to this development to safeguard the best interest of ASUS customers around the world. We will provide total warranty services to maximize computing and usability, as each ASUS product is delivered with an uncompromising quality pledge. This includes the hassle-free return and/or replacement of all affected ASUS products. We’re doing all this effective immediately – and as a first step, shipments of current ASUS Sandy Bridge-based products have been halted. The suspension covers all distribution and retail channels — ASUS only sells quality-assured products, at all times and across all product segments.

For all customers who already own any ASUS product affected by the design error identified by Intel®, simply visit http://event.asus.com/2011/SandyBridge/notice for detailed warranty and service hotline information. We’ll be happy to address any questions or concerns you may have regarding this issue, as well as provide information on future updates to Sandy Bridge technology.

ASUS notebook and desktop products are covered by a warranty service that addresses the design error, with both swap and sales return offered as options to customers.

http://event.asus.com/2011/SandyBridge/notice/

 

[EdgeOfDetroit]

While that's all well and good, what exactly are they going to do for us with an affected Asus motherboard? Are they giving us one to install before we send the affected one back? Do we pay for shipping costs either way? Are they offering refunds? How soon before they have fixed motherboards available, and will we have to wait until the retail channels are saturated before we get them?

That web page is light on details. When I call, will I get the same info as everyone else who calls?

 

[Skott]

While that's all well and good, what exactly are they going to do for us with an affected Asus motherboard? Are they giving us one to install before we send the affected one back? Do we pay for shipping costs either way? Are they offering refunds? How soon before they have fixed motherboards available, and will we have to wait until the retail channels are saturated before we get them?

That web page is light on details. When I call, will I get the same info as everyone else who calls?

^All good questions.

 

[IdBuRnS]

Yea. Returning the board and waiting for 2-3 months for the fixed ones isn't an option for me as I already sold my old hardware and having to send the board back as RMA and waiting 2-3 weeks for a replacement ain't happening either.

I don't need the sataII ports so it's not the end of the world for me, but I still paid for proper working board and expect to have one.

 

[Zargon]

considering a friends asus laptop has now spent 4 months at asus for repairs, I wouldnt send them one without getting one first