Monarch Computer, Major Problems

[Amaroque]

I ordered a Retail Winchester 3500+ K8N Neo2 combo from Monarch...

CPU-Z (newest version) reports a Newcastle CPU.

So I started checking the CPU codes. Monarch sent me an OEM Newcastle

ADA3500DEP4AW
CBAEC 0427WPMW
1039254G40133

I posted on this on Monarchs BB (which is now deleted) I called Monarch, with the proof. They said they will send a new CPU advanced RMA because it was their fault.

The RMA invoice says the MB, CPU, and HSF. So they are going to put a refurbished CPU in there. It's not my fault they shipped the wrong CPU in the first place. I shouldn't get a refurbish. Plus, I don't need a new MB.

This is very shady. How do you mistake an OEM CPU, with a retail CPU in a retail box?

Now, they are saying I need to send in the old MB and CPU first. I no longer have my old MB in my possession to use in the mean time.

 

[LTC8K6]

No company is perfect.

Wait and see if they get it right before you bitch.

 

[imverygifted]

indeed, i've only had good experiences w/ monarch computers they are generally very good

 

[Amaroque]

Originally posted by: LTC8K6
No company is perfect.

Wait and see if they get it right before you bitch.

I did wait before I posted this thread. I was giving Monarch the benefit of the doubt.

Like I said, they were going to do an Advance RMA. Now, they say they have to verify the old CPU first.

Why were they going to do an advance RMA originally, and not now?

It's like they think I'm making up CPU codes or something.

 

[Zebo]

Tell them you want your money back, period.

Then go to Mwave and get a 3000. It's cheaper, thier all winchesters, and they overclock the same as 3500.

 

[LTC8K6]

Well, okay. If you don't think that's reasonable then yeah, complain to them again. Tell them you will just cancel the whole thing and go elsewhere if they don't make you happy.

 

[Amaroque]

All I want is what I ordered in the first place.

No, it's not reasonable. They charged me extra for a 90nm CPU that I did not receive.

I already have everything installed, and all I need is the correct CPU.

At the present time, I can't put out all that money ahead of time, so I can just swap components w/o much downtime.

Zebo: This setup will go into a stock (non tweaked) system at a later point in time, so I want the higher stock core speed.

 

[LTC8K6]

Perhaps you can ask them to credit you the price difference and keep the setup?

 

[ayman]

man, that's a bummer

 

[ayman]

Originally posted by: LTC8K6
Perhaps you can ask them to credit you the price difference and keep the setup?

He just said they need the CPU to verify it. So why would they allow a credit difference but not Advanced RMA?

 

[LTC8K6]

Good point.

Well, the mistake has been made, and the clock can't be turned back. You gotta accept some sort of solution here.

 

[Zepper]

OT - There is a thread in the Hot Deals section for Brags and Moans... Actually there is a whole web site for this type of thing called http://www.resellerratings.com .

thanks,
.bh.

 

[ribbon13]

How lame.

Serial numbers are unique and verifiable. They obviously have some sort of relationship with AMD to be selling cpus, I don't see why they can't just verify on numbers alone. It's a bigger risk to lose a customer forever, I would think anyways.

 

[ayman]

Originally posted by: ribbon13
How lame.

Serial numbers are unique and verifiable. They obviously have some sort of relationship with AMD to be selling cpus, I don't see why they can't just verify on numbers alone. It's a bigger risk to lose a customer forever, I would think anyways.

They are just human... everyone makes mistakes... its understandable... only think that would upset me is having to wait to get your system back up and running.

 

[Pr0d1gy]

They are just human, but you are the customer and your complaint is quite valid. I would suggest calling & telling them that they need to make you happy or refund your money. I love Monarch and am trying to get a job there, but they still need to take care of their customers...especially if it was THEIR mistake. I mean you didn't pay for the NewCastle thinking it was a Winnie, right?

 

[ayman]

Originally posted by: Pr0d1gy
They are just human, but you are the customer and your complaint is quite valid. I would suggest calling & telling them that they need to make you happy or refund your money. I love Monarch and am trying to get a job there, but they still need to take care of their customers...especially if it was THEIR mistake. I mean you didn't pay for the NewCastle thinking it was a Winnie, right?

True, and thats the kind of mentality good companies will have. I do like monarch and I've ordered a few things from them with no problems. I called em up one time to get some help and they were VERY nice about it and sent me a new battery for my motherboard right away even though i could have just gone to a local store and bought one. The point isn't that they sent me a whole 3 dollar battery but that they did what they could to make it best for me, the customer.

 

[VirtualLarry]

Originally posted by: ribbon13
How lame.

Serial numbers are unique and verifiable. They obviously have some sort of relationship with AMD to be selling cpus, I don't see why they can't just verify on numbers alone. It's a bigger risk to lose a customer forever, I would think anyways.

My guess is that the first person that the OP talked to, understood what was going on, but perhaps the second (assuming that it was a different person), noticed that the CPU being returned was "OEM", and they probably have procedures in place to require inspection of OEM CPUs before RMA'ing them. Perhaps the second person was just "following the script" and didn't realize what was going on. Just a thought. Hope it gets all straightened out, it sucks to be without a working system.

 

[Amaroque]

I called Monarch again.

They heard my compliant, and seamed somewhat annoyed by it. They then proceeded to put me on hold for another 20 minutes, before abruptly being disconnected for no reason.

I called back again, and they told me that I need to speak with the RMA manager tomorrow. But that it wasn't likely that they would do any advance RMA.

This is after they already said they would do an advance RMA. This seem very unorganized to me.

 

[Pr0d1gy]

I'm going to their store tomorrow so i could talk to them on your behalf if you'd like. They are nice guys, but they are also becoming a big company so they have procedures in place that can conflict when there is a miscomunication. Seriously though I can ask them to handle your problem if you'd like.

I also have their AIM screen name so I can ask them through that if you want.
Just shoot me a PM if you want me to try to help.

 

[Pr0d1gy]

Originally posted by: Amaroque

This is after they already said they would do an advance RMA. This seem very unorganized to me.

Yeah that could be the case. They are trying to grow and, in the process, are going to have some issues like this come up. I'm sure NE, ZZF, etc didn't get everything running like clockwork overnight. Like I said I can point it out to them for you, or even talk to the RMA manager personally.

 

[Ike0069]

So they are trying to give you some grief. It seems as though they think you are making this up. It should be easy to figure out. I woould think that the S/N on the CPU could be tracked by AMD. I would call AMD and tell them what is going on here.
I did see their reply on the Monarch forums, and they said they would like to take care of this immediately. Now there dragging their feet. There is no way you should have to send them back the CPU first and be without a working system. I'd call the BBB and tell them about this.

 

[Amaroque]

If this doesn't get resolved soon, my next move will be to notify Visa Fraud.

This is fraudulent (regardless of 130nm vs 90nm) because they sent me an OEM CPU, and I ordered a retail CPU.

 

[Cdubneeddeal]

Originally posted by: Amaroque
If this doesn't get resolved soon, my next move will be to notify Visa Fraud.

This is fraudulent (regardless of 130nm vs 90nm) because they sent me an OEM CPU, and I ordered a retail CPU.

Calm down. Mistakes happen. I've dealt with Monarch a couple of times and both times, Sterling, was very helpful. Great stand up staff. You be nice to them, they'll be nice to you. You're the customer, yes, but do unto others as you would have them do unto you.

 

[Ike0069]

Originally posted by: Cdubneeddeal
Calm down. Mistakes happen. I've dealt with Monarch a couple of times and both times, Sterling, was very helpful. Great stand up staff. You be nice to them, they'll be nice to you. You're the customer, yes, but do unto others as you would have them do unto you.

I'm not so sure about that. I feel they bascially tried to screw me out of my MB warranty for no reason. They don't always listen to the customer, but just assume you are wrong. That's just bad business.

 

[drifter106]

I posted a hypothetical situation on the monarch BB

here

similiar to the situation that you are in...I am anxious to see what happens...funny how your situation is so close to my hypothetical...go figure

good luck

jd

oh yea...my thread is under "customer service"