Another Intel RMA story, or how to completely fail at customer service
Posted by MajorHop@reddit | hardware | View on Reddit | 39 comments
So, I have been dealing with the nightmare that is Intel’s outsourced incompetent customer service for two months now over my broken i9-13900K. I have documented everything along the way as a CYOA, and at this point it’s all quite absurd. I get better customer service from a self-checkout at a Walmart than Intel.
In April I began to experience some serious system problems, blue screens, memory errors, games crashing, and then when it came out that Intel’s 13th and 14th Gen had flaws, I began to wonder if my CPU was affected. I never bothered overclocking or deviating from standard Z690 Motherboard settings on my MSI Tomahawk, so I was skeptical. In mid-July I turned on my PC unable to boot into any form of windows, I had to restore a complete backup and Filed an RMA on July 24th. I luckily had kept my CPU box and was easily able to provide the info from it.
Between July 25th and August 15th, I exchanged emails with Intel’s customer support verifying that my issue was indeed the CPU (They asked me to verify my motherboard settings and CPU info amongst other things) They gave me the option of:
Cross-shipping: Which involves paying upfront for a new CPU and shipping until they receive the one you sent, after which they refund you
Or doing a standard RMA in which they send a pre-paid shipping label and send you a replacement CPU after verifying the one you send in.
I went with the standard RMA, figuring I could work off my laptop for 2 weeks until I received my replacement. BIG MISTAKE on my part.
Intel sent me a pre-paid UPS label and I shipped my CPU to them on August 17th
On August 27th Intel emailed stating they were out of stock of i9-13900K’s and offered me a i9-14900K. Cool the microcode update for my motherboard had been released at this point and it was an upgrade. The catch was they were out of stock of the 14900Ks also, with a 4 to 5 week wait estimated for re-stock. They also offered a refund if I could provide an invoice for the CPU. At this point if I could find my invoice, I probably would have gone this route, but I think I did a guest checkout from Central Computers back in October of 2022, so I was unable to find it.
I said I’d take the upgrade and wait. On September 1st Intel emailed saying they had stock of the 14900 and asked again if I wanted to do this option. Well, it’s not like I had any other option so I said yes! Please send me the CPU! The next day I get a new email asking if I want to do a standard RMA or Cross ship. What the hell? I email asking what is going on. 2 Days later they closed my RMA ticket with no update and no shipping.
At this point I’m pretty upset, so I call the customer service number determined to stick it out. After 3 hours on hold I finally get an agent who looks into my case, saying it was a “System Error” and she opened a new RMA ticket refencing the old one on September 4th.
I don’t hear anything from intel until today on September 11th, Intel says they are preparing to send out my replacement and to expect tracking info within 24 hours.
They sent me tracking info alright, they send a UPS pre-paid return label to me and marked that as the shipping info on my RMA ticket.
I’m at a loss for words, I was team blue for the longest time, using intel CPUs in every build for the past 10 years. I don’t think I will be using them again, and am considering taking them to small claims court at this point.
TLDR: Intel’s RMA process is complete garbage and I’ve been jerked around for almost 2 months and cant trust them at all after multiple errors and cancellations and am still out my CPU.
Strazdas1@reddit
Always keep receipt for the warranty period.
Even if you checkout as guest you still have to give them the information for receipt and they will send you one (usually digitally).
Stig783@reddit
I'm thinking of contacting Intel about my 13900KF. I only had one crash in Tekken 8 (Unreal engine) until I updated the microcode. Since then I haven't had a single issue but I'm wondering if I should attempt RMA anyway and get a free 14900KF.
d1stor7ed@reddit
I guess its a mixed bag. I initaited the RMA process when my replacement started to show the same signs of failure as my original 13900K. I'm absolutely not thrilled about having to RMA my processor twice in a year. However at least this time, everything was smooth and was fully resolved in a week.
danglotka@reddit
It’s not a mixed bag if some users experience bad customer service - that is just bad customer service overall if any customer could randomly be screwed over
Chronia82@reddit
Thats a bit harsh also, simply put, English is not my native language, so it might not translate super well. But we have a saying here "Where work is being done, mistakes will happen". Ppl make mistakes all the time at work, and customer service, where ever is no exception.
N=1 stories are generally not fun of the person that is experiencing then, but to determine if there is actually a issue at a CS department or if cases like these are just honest mistakes you need a lot more data, for example how many cases do they have, what percentage gets resolved without problems, in how many cases does something go wrong, in how many cases severe errors are made, like it seems here. Without data like that its hard to make a assessment based on the few bad stories we read here, as in general ppl that were services without hassle generally don't take to reddit to complain, or write about their good experience, they will just move on as they should.
danglotka@reddit
I don’t know, I’ve seen like 5 similar posts in the past month - but I’ve never seen complaints about, say EVGA’s customer service, so it’s possible to for customer service to not make mistakes, or at least resolve them quickly. The post above shows me that Intel’s processes are not developed because 1 mistake is understandable, but they keep making more mistakes for the same customer, which means their process is not streamlined and customer support just scrambles around
Kant-fan@reddit
But how many people have had to RMA their EVGA product compared to their 13/14th Gen Intel CPU? 1) Intel probably sold way more products 2) This time around they have an usually high failure rate so they probably have 50x more RMAs than EVGA ever had. So 50 people complaining about Intel RMA would be equivalent to 1 EVGA complaint.
danglotka@reddit
You might be right, but considering they specifically extended the warranty and acknowledged the issues, they should have taken special steps to ensure support is rock solid at least during this period. Either way if “their support is only complained about bc everyone’s cpu breaks” isn’t a winning argument for them, tbh idk why anyone would trust them at this point
MDA1912@reddit
Lucky! I bought my 14900k last November, built in December, started the RMA process in July, and - because they were out of stock then and offered - received my refund check yesterday.
I miss my 14900k, but at the same time wasn't confident that their fix would "take" and that a new one wouldn't also kill itself after X months.
bphase@reddit
What good is a refund if you still have a motherboard (and possibly RAM) that don't have a CPU now? Did you switch to AMD and take the loss on mobo?
MDA1912@reddit
I bought an AMD motherboard and CPU and reused the memory.
Fun fact, the memory sucks too. Don’t buy 8000 MT RAM, so far neither motherboard/CPU could drive it at 8000. Yes, the memory sticks appear on the QVL of both motherboards. It’s two sticks on a four stick motherboard, it’s in the correct slots IAW the manual, etc.
In each case the memory worked at slower speeds, so what I have left now is a truly kick ass spare LGA1700 motherboard. I may give it to a family member to stick a 12900k in, since it’s compatible with those as well. The next generation uses a different socket because of course it does.
I accepted the refund offer because I wasn’t confident that Intel’s microcode update would 100% ensure no further problems for the CPU. Otherwise I’d have waited the 4-5 weeks they said it’d take them to get more and ship me one.
haslam9291@reddit
Just RMA it for a refund. Why would you second bet with a chip that has broken down on you. Many customers who RMA for new processor had the same degradation issues after a few months.
I opted for a refund right from the get go and started the process in late August. As of today Intel stated they have tested my 14900k and validated it for a refund and will send me a link to enter my banking details by today or early next week.
I purchased the processor and Motherboard from Microcenter. I talked with the manager and told them about the Intel processor RMA and refund and asked them if they can give me credit for my motherboard (z790). The manager agreed to give me store credit and I used that money to purchase a AM5 motherboard and spent money out of own pocket to get the 7950x3d. I could not be more happier as now all my games are running at much higher frame rate and not even a single game crash since I rebuilt my PC.
moochs@reddit
I've had an RMA for a 13700k brewing now for over a month. I've requested cross shipping but I refuse to pay the $20 fee. They also ignored several of my emails, including the one where they asked for my address, and used my old address instead. I'm ready to bash my head into the wall, never had such an awful RMA experience.
haloimplant@reddit
at this point you wonder if the RMA circus is half or entirely on purpose to make cover for how bad the stock issue really is
anival024@reddit
It's entirely on purpose.
haloimplant@reddit
Agree because what's worse for a CPU company: some fake RMA oopsies or admitting they have no working CPUs to ship
anival024@reddit
This is intentional. They don't have the chips in stock to send out replacements. Support reps are being told to drag their feet in any way possible, to deny, delay, and otherwise dodge RMA requests.
PlantsThatsWhatsUpp@reddit
Sounds like a ton of great options and the option to get a straight up refund if you just have an invoice
renegade06@reddit
Even if he checked out as a guest he should have a receipt because email is always required to complete online transactions.
I tried to RMA a motherboard with ASUS once. They wouldn't even give me the shipping label, said I had to pay for it. Thankfully Microcenter accepted the board back even though it was past a return date.
When I got a brand new Valve index with a dead pixel, Valve took over a month to "inspect" it before they finally sent me a replacement, even though I just bought the thing.
Intel offering refunds and free upgrades actually sounds amazing RMA. OP crying after two weeks of waiting and the promise of an upgrade is kind of funny indeed.
Then again the dude can't even find a receipt for his purchase and complains about other people's incompetence.
regenobids@reddit
Regarding 14900K as an upgrade is dumb. Bridge salesmen love that one trick.
ASUS customer service is known to be awful, you better not make it the benchmark to beat. That bar is so low it became part of Earth's molten core
renegade06@reddit
It's not a bench mark. The point I was making is pretty much every company out there is outsourcing customer support to some 3rd world country call center so I do not expect anything. I expect some dumb ass on the other end that can barely understand the words I am saying and has zero agency on what they can do. What makes a difference is the "rule book" that they are instructed to follow. And if Intel instructed them to not refuse RMAs but is offering refunds and upgrades, it's pretty good by the low standards that we have. It is unfortunate that dumb asses on the other end can't operate the system properly but it's unfortunately par of the course.
The OP is just being Karen and making another "InTeL Bad" bandwagon post, not because of bad official policy but because of some shitty 3rd world country customer support call senter service being what it is.
PlantsThatsWhatsUpp@reddit
I think we might be talking to spoiled children or bots. Well, I hope at least lol
haloimplant@reddit
no i buy AMD CPUs
SunnyCloudyRainy@reddit
Yeah calling people's RMA complaints information warfare is a great way to gain back PR
PlantsThatsWhatsUpp@reddit
What does this even mean? PR being public relations? Is the implication that I work for Intel? Lmao y'all are unhinged af
MajorHop@reddit (OP)
I've RMA'd with Schitt Audio, Fractal Design, Corsair. Never had my RMA canceled without having to call to correct it. I've even used Warranty Service on a Sig Sauer handgun, they tested the gun on their firing range, replaced the barrel and sent it back to me in less than a month.
DaBIGmeow888@reddit
Russia bot Intel hater detected.
cybershadowX@reddit
Shoot Central Computers an email with your serial number, they can find the invoice using that even from as far back as 2022.
DownCoat4U@reddit
I am in a similar spot. It would have been easier to sue them. Over a dozen emails going around in circles and I still don't have a replacement.
Jesburger@reddit
Small claims
hak8or@reddit
Don't these type of rma processes usually involve "agreeing" to an arbitration in the event you get to the point of a lawsuit?
spazturtle@reddit
It doesn't usually matter, they are not going to spend money sending somebody to the small claims court to make that argument. You will just get a default judgement in your favour when they don't show up to court.
Melliodass@reddit
Contact Youtuber GamersNexus and mail him your problem!
safrax@reddit
I did this and also BCC'd Jay. Never got a response but I do feel Steve probably read my complaint.
classifiedspam@reddit
They probably both get swamped with similar emails, replies and messages across all platforms.
ekristoffe@reddit
Call them again and tell them that they had your cpu since x days / month and you want a refund right away. Don’t forget the original rma number since your cpu have been logged with this one. And the shipping number … If they continue to throw you here good luck … don’t let them win that one.
It feels like they have lost your cpu and don’t want to fix it …
safrax@reddit
After opening a case in early July with Intel I finally got clearance to send them my dead 13900KF two days ago for a refund. I don't really have much to say beyond that, other that it's ridiculous it took Intel so long to authorize an RMA. I probably won't get my refund in a timely manner but to be fair to Intel, I'll give it a wait and see.
My partner's 14900k is starting to exhibit symptoms of degradation so I do not look forward to repeating this process again...
MajorHop@reddit (OP)
I've done a few RMA's and every company I've dealt with besides Intel responded quickly and efficently. They have a lot to work on as a company before I'd feel safe buying from them again. I know Intel's RMA dept is likely swamped, but it's not an excuse for the issues many people have communicating with them, as the responses are mostly canned and each email comes from a different team member. Take the refund on the 14900K if you can!
AutoModerator@reddit
Hello! It looks like this might be a question or a request for help that violates our rules on /r/hardware. If your post is about a computer build or tech support, please delete this post and resubmit it to /r/buildapc or /r/techsupport. If not please click report on this comment and the moderators will take a look. Thanks!
I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.