PSA: Gigabyte RMA takes 2 weeks to return motherboard

[LOUISSSSS]

PSA:

Prepare for a long wait when RMAing MB to Gigabyte

i shipped out my motherboard on 3/2/09. Via USPS Parcel Post.
GBT received my MB on 3/10/09.
I received MB back today on 3/24/09.

I did not get a pre-paid shipping label when many other companies which i've RMA'd to give.
I did not get any status updates on my RMA tracking page. Status always said "OPEN" since day 1
I did not get any emails or tracking numbers about when they got my motherboard, what was fixed with it, or when they shipped it back to me.

I will update when i actually finish setting up and report back if they fixed anything.

Original problem was random freezing, during random times, mostly during idle.

CPU was tested many times with OCCT. RAM was tested many times with OCCT + HCI Memtest. HDD was tested with HD Tune.

 

[TheNiceGuy]

Dude, I'd say you're doing good. Here in Japan, I just sent mine in. I'm given no updates or ETA of any kind. I had to call long distance to set up the RMA. I was told it will take 3 weeks minimum to repair it (they do no replacement). Then there is processing and shipping. My MB is only 6 months old, and I do no OCing, etc. This is on the back of RMAing my PSU, which turned out not to be the problem. My PC has been down for over a month, and now I have to wait a minimum 3 weeks more.
I may just bite the bullet and buy a new MB. Didn't want to as I'll have to reinstall Vista and everything. After all this hassle, I think I'll try an Asus. I want stability.

 

[Krynj]

IMO, that's very very fast for an RMA. I used to work as a Westinghouse tech support rep, and their RMA process takes over a month. 2 or 3 months for them wasn't even uncommon. So, 2 weeks, I'd be extremely happy with that.

And there aren't many manufacturers that supply prepaid shipping labels. Some do, some don't. They're not required to. They just have to replace the product for free. Paying for the shipping isn't their problem. If you bought a car, and then the next day drove across the country and it broke down, there's no way the dealership that sold it to you would pay to tow the car back across the country to repair it. See what I'm saying?

It's always a good idea to read up on warranty information and policies before you buy. So don't get upset with a company because you didn't know about their procedures ahead of time.

I had to deal with so many totally pissed off customers because they had to pay anywhere from $100-$250 to ship their TV to our warehouse for repairs. So, 2 weeks, and a few dollars shipping? I'd say that's very reasonable.

 

[LOUISSSSS]

so after some testing, it turns out THEY DID NOTHING to my motherboard. i called beforehand and asked what was fixed on it and the guy said "updated bios" i already said WTF i could do that myself for free instead of pay 2 shipping and wait 4 weeks. Then i got it back and the bios is NOT UPDATED EVEN.

 

[Krynj]

Is it working?

 

[Infrnl]

Does anyone know what the RMA process is for other manufacturers? I bet they are not much better. You have to think that they probably get a bunch of boards in and have to test them. That takes time.
It is a bunch of crap that they didnt do anything for the op though.

I think all manufactures should do like samsung does with their monitors. Cant quite recall, but I think you call in to get rma approved, they ship out new prduct to ups store (usually 3 days), you pick up and replace at ups store, ups store ships it back for you; and your done in no time. Basically a 3 maybe 4 day wait.

I know some other manufacturers do this also, but cant recall who they are. I also think that under most circumstances products should always get replaced and the manufacturer can fix the troubled product if poosible and re-sell as refurbished.

 

[God Mode]

Originally posted by: Infrnl
Does anyone know what the RMA process is for other manufacturers? I bet they are not much better. You have to think that they probably get a bunch of boards in and have to test them. That takes time.
It is a bunch of crap that they didnt do anything for the op though.

I think all manufactures should do like samsung does with their monitors. Cant quite recall, but I think you call in to get rma approved, they ship out new prduct to ups store (usually 3 days), you pick up and replace at ups store, ups store ships it back for you; and your done in no time. Basically a 3 maybe 4 day wait.

I know some other manufacturers do this also, but cant recall who they are. I also think that under most circumstances products should always get replaced and the manufacturer can fix the troubled product if poosible and re-sell as refurbished.

I agree. 2 weeks for an RMA is very reasonable for the prices of computer parts these days. Profits are razor thin and there are a lot of unethical people trying to RMA stuff that is their fault.

If you want better service you have to pay for it. Any company trying to offer exceptional service will have to raise prices compared to an equivalent item from another brand or go the way of the dodo bird. Realistically, not many people are interested in service. Lowest out-the-door prices are their primary concern.

To the OP, may I ask what brand you had better experience with regarding RMA? I've never heard of a motherboard RMA department offering a prepaid return label.

 

[tcsenter]

Originally posted by: LOUISSSSS
Then i got it back and the bios is NOT UPDATED EVEN.

I was going to say that 2 weeks is pretty good, unless they didn't do anything.

Back around 2002, Gigabyte pimped me on a retail boxed Maya graphics card that was first returned for service 40 days after I purchased it. I was only able to get the first RMA because I was going through the retailer, who was dealing with Gigabyte on my behalf. Three months later (I'm not kidding), I get the same card back, nothing was done to it. Gigabyte said they updated the BIOS, but it was the same. As a bonus, one of the RAM heatsinks had broken off. So I call the retailer and they sympathize but can't do anything more, I would need to deal with GBT directly.

I email Gigabyte, no response. I email them again, no response. I call GBT HQ, which is only two hours from me, and get a live person! She takes my info and promises to have someone return my call within three days. Two weeks later, no call.

Tired of fooling around with them, I sent GBT an actual postal letter explaining my problem and requested a replacement. Two weeks later, no response. I send them another copy of the letter, this time certified mail with return receipt and delivery confirmation ($5.00). Someone signed for it at GBT so I know they received it. Never received a response. I gave up. Card went into the trash.

Took me more than four years before I was willing to buy another GB product.

 

[TheNiceGuy]

Yikes! You guys are scaring me into thinking Ill never get it back!
I think I'll actualy buy another MB rather than wait.
Interesting thing here in Japan is that several companies join and use a middleman to organize their support services. Here's the link:
http://translate.google.com/tr...f%2fwww.links.co.jp%2f

I hope they sort it out for you OP.
I think it would be helpful if someone compiled a basic service policy review of the different manufacturers.
As a side, I had great service returning my PSU to OCZ. There was some mix ups (I believe becasue I'm living in Japan) that required some phone calls to sort out. But once they did, I had a new PSU shipped airmail in 3 days from th States. They even upgraded me to a 600W as they didn't sell my particular model anymore. And they actualy sent me 2 PSUs, I imagine it was a mistake.