Fulcrum29
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A respected seller's perspective, and I can agree since I also talk to people in the industry and have data.
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Intel disaster.
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A respected seller's perspective, and I can agree since I also talk to people in the industry and have data.
2525252525
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Awesome insight, thanks for sharing. Sjoe I see few posts above a lot of the big boys are already fighting about extended warranties and such, hectic times.Right now, there is no recall. If a recall is ever issued, sales will be halted with immediate effect and further action taken. Vendors are taking steps to mitigate an issue which, as it stands, is minor in the broader picture. Claiming ignorance after a recall is issued is common - "I missed that email" or similar. The "we didn't know" is used in place of "we didn't take action after being advised to because we wanted more sales," which is something I'll never do.
Distributors are on standby for further action if required, as if this DOES become an actual issue, it ultimately falls on Intel and they're ready for that. It's the protection the entire channel gets from buying through channel rather than grey imports.
Not terrible, BUT their after-sales support isn't exactly world class in any respect. Gigabyte is untouchable when it comes to after-sales support, and is mostly pro-active rather than reactive.
Remember the BIOS vulnerability that affected several hundred SKUs about a year ago? Funnily, not one media outlet mentioned that fact that over 2/3 of affected boards had BIOS updates to address the issue before it even hit the news.
This is the exact type of thing that I'm talking about when referring to the media hype-train. Saying "Gigabyte motherboards have major security issues" gets far clicks and views than saying "Gigabyte fixed these issues before we even knew about them."
The issue was reported by the news on 31 May / 1 June 2023, and Beta BIOSs (now pulled, as final releases were rolled out about a week later) were all dated the days leading up to the end of May.
Edited to remove an embarrassing story - I have enough of those floating around
Extending warranty in a personal capacity to like 5 years when you sold like hundreds of thousands of units is very brave, IMO, more so with how many unknowns there are right now.
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2525252525
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How come some of these companies won't honor Intel's warranty extension? Surely this helps them?
Not All PC Makers Promise to Honour Intel's Extended CPU Warranty
Intel recently announced it would offer an extra two-years warranty on its 13th and 14th gen Core CPUs, but it now seems like not all PC makers will follow suit. The Verge contacted 14 major PC makers and got a very mixed response when they asked if these companies would offer extended...www.techpowerup.com
Puget Systems Releases CPU Failure Report: AMD CPUs Achieve Higher Failure Rate Than Intel 13th and 14th Generation
A fleet of recent reports have highlighted stability issues affecting Intel's 13th and 14th-generation desktop processors, raising concerns among consumers and industry professionals. The problem, which has gained significant attention over the past few months, is related to the processors'...www.techpowerup.com
I see Evetech warranty is 3 years only still. Also same with Wootware, 3 years, I guess that's the local distribution warranty.
5 years is crazy.
Honestly though, people will be pissed if their R10k+ CPUs die right after 3 year warranty.
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dualmeister
Honorary Master
Intel 13th Gen and 14th Gen Processor RMA Didn't Go Through? Reach Out to Intel
Intel on Monday (08/05) provided additional information on its recently announced 2-year worldwide warranty extension for select models within its 13th Gen and 14th Gen Core desktop processors based on the "Raptor Lake" silicon. It mentioned that those who made unsuccessful RMA claims for their...
www.techpowerup.com
2525252525
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I wonder how any of this applies locally. Will distributors follow Intel's assistance or will sellers here be thrown to the wolves?Intel 13th Gen and 14th Gen Processor RMA Didn't Go Through? Reach Out to Intel
Intel on Monday (08/05) provided additional information on its recently announced 2-year worldwide warranty extension for select models within its 13th Gen and 14th Gen Core desktop processors based on the "Raptor Lake" silicon. It mentioned that those who made unsuccessful RMA claims for their...www.techpowerup.com
Fulcrum29
Honorary Master
They sell systems. It would mean that the whole system would have to be returned. In their terms, it is an OEM part, and not a retail part.
Progenix Oj101
Dealer
Much love <3
I 100% believe in transparency. A lot of fights occur because of lack of transparency, and the difference between "Ah damn, thanks for letting me know" and "You ruined my life, I will end you" is mostly down to communication or a lack thereof.
Without my customers, I don't exist. Without my distributors, I don't exist. I maintain excellent relationships both ways, although I will lean heavily on the side of supporting the customer when necessary.
When things go wrong for a customer, I share their frustration. If I get a mail that has a hint of dissatisfaction, most of the time I'm on the phone to them. If I see a delivery has been dispatched and is a day late for delivery, I'm on the phone to them to find out if it's been delivered and the courier just hasn't updated the status or if it really hasn't been delivered yet. If the latter, I'm on the phone to the courier. I have in the past mailed a customer this exact extract, verbatim:
"There is absolutely no way for me to express my feelings about the entire matter while remaining completely professional, so in two words - it sucks. Maintaining customer satisfaction and our reputation takes an unbelievable amount of effort, and being let down by a third-party who seemingly doesn't care is beyond infuriating."
The customer ultimately left an unsolicited 5-star review even though his order could not be fulfilled.
On the other side, distributor relationships are just as important. A product manager is off recovering from surgery?
I treat these people as peers, equals and friends, not just as the personal to message when I want something. A good number of them ARE my friends, because they're actually awesome people outside of work. I've gone for a beer or meal with many.
I've dropped the ball once recently, where the (non-IT) distributor had the customer's details as they would be providing support without me playing broken telephone in the middle. The distributor ASSURED me that they are in direct communication with the customer, only to hear from the customer that there's been radio silence. Lesson learnt, stick to the industry you know and with people you know. Ties with the distributor are coming to an end.
As a customer, I'm not sure what more you could want from me. Not "I'm patting myself on the back" - I literally don't know if there's anything more I can do that I haven't thought of, and I'm always open for suggestions.
2525252525
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lol thanks again for sharing.Much love <3
I 100% believe in transparency. A lot of fights occur because of lack of transparency, and the difference between "Ah damn, thanks for letting me know" and "You ruined my life, I will end you" is mostly down to communication or a lack thereof.
Without my customers, I don't exist. Without my distributors, I don't exist. I maintain excellent relationships both ways, although I will lean heavily on the side of supporting the customer when necessary.
When things go wrong for a customer, I share their frustration. If I get a mail that has a hint of dissatisfaction, most of the time I'm on the phone to them. If I see a delivery has been dispatched and is a day late for delivery, I'm on the phone to them to find out if it's been delivered and the courier just hasn't updated the status or if it really hasn't been delivered yet. If the latter, I'm on the phone to the courier. I have in the past mailed a customer this exact extract, verbatim:
"There is absolutely no way for me to express my feelings about the entire matter while remaining completely professional, so in two words - it sucks. Maintaining customer satisfaction and our reputation takes an unbelievable amount of effort, and being let down by a third-party who seemingly doesn't care is beyond infuriating."
The customer ultimately left an unsolicited 5-star review even though his order could not be fulfilled.
On the other side, distributor relationships are just as important. A product manager is off recovering from surgery?
I treat these people as peers, equals and friends, not just as the personal to message when I want something. A good number of them ARE my friends, because they're actually awesome people outside of work. I've gone for a beer or meal with many.
I've dropped the ball once recently, where the (non-IT) distributor had the customer's details as they would be providing support without me playing broken telephone in the middle. The distributor ASSURED me that they are in direct communication with the customer, only to hear from the customer that there's been radio silence. Lesson learnt, stick to the industry you know and with people you know. Ties with the distributor are coming to an end.
As a customer, I'm not sure what more you could want from me. Not "I'm patting myself on the back" - I literally don't know if there's anything more I can do that I haven't thought of, and I'm always open for suggestions.
This is all so surreal to me, even as a Ryzen fanboy, like historically you buy an Intel CPU and that thing WILL outlast the rest of the hardware easy, lol. You could go through like 3 motherboards and that Intel CPU will keep working like the operating system owes it money! You could start and finish highschool with the same intel cpu haha. Very unfortunate event.
Interesting to see big players do the 5 year warranty thing, that's definitely a more up-beat outlook on the whole thing. Really does say a lot given the crazy volume they shift.
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Progenix Oj101
Dealer
I can't quote this, it may have been edited after initially being quoted:
I cannot speak for any other retailer, but...
I cannot speak for any other retailer, but...
Progenix Oj101
Dealer
I honestly feel the same way. I've been an AMD fanboy since the K7 (Socket A Althon Thunderbird) days and have always maintained that (at least until Core 2 arrived) AMD was faster but Intel was more reliable.
Actually, I had an original Athlon (pre Athlon Thunderbird, Slot A) with a Gold Finger Device for overclocking. THAT made me a fanboy, but my trust in Intel being the more reliable started after that.
Progenix Oj101
Dealer
I think this may have been a bit too subtle.I can't quote this, it may have been edited after initially being quoted:
I cannot speak for any other retailer, but...
longboy
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I can't quote this, it may have been edited after initially being quoted:
I cannot speak for any other retailer, but...
Damn it to hell. My i9 14900K just died on me a few minutes ago (I tested it in another working pc to make sure).
I bought it last year in late Oct and thought like "This will last me 5 years".
I should have just bought it from you... Now I have to deal with those idjits from Evetech
Edit: They are not allowing an AMD swop. New processor will take weeks to arrive...
dualmeister
Honorary Master
Fulcrum29
Honorary Master
When you don't come right with the seller, Intel is open to direct RMA. They will channel you though. It is a retail product. You are covered under the limited warranty.
Progenix Oj101
Dealer
Fulcrum29
Honorary Master
Via distribution channel.
Fulcrum29
Honorary Master
For those with warranty concerns, it was answered by Intel on their community board:
Then, as per their own resource guide:
www.intel.com
Then having a look at their terms and conditions:
www.intel.com
The extended warranty applicable to the 13th and 14th generation is covered below that I have quoted above, but what needs to be known is covered in this PDF:
https://www.intel.com/content/dam/s...Gen-Limited-Warranty-Terms-and-Conditions.pdf (PDF)
Though not explicitly stated what is covered under the extended warranty, it can be assumed that it is the same conditions as under the limited warranty. It is then a 5-year limited warranty on boxed CPUs.
As should be known, grey market CPUs won't be directly covered by Intel. Only authorised channels are honoured.
Additional Warranty Updates on Intel Core 13th/14th Gen Desktop Processors
*9/25/24 - Please go to the following link for the latest updates: Intel Core 13th and 14th Gen Desktop Processor Vmin Instability Issue Root Cause* Following Intel’s earlier announcement regarding two (2) year warranty extension – from date of purchase, up to a maximum of five (5) years - on...
community.intel.com
Following Intel’s earlier announcement regarding two (2) year warranty extension – from date of purchase, up to a maximum of five (5) years - on Intel Core 13th/14th desktop processors, please see below for additional details on the program.
Intel Core 13th/14th Gen Desktop Boxed/Tray CPUs
The following processors are covered by the warranty extension:
Warranty extension applies to new & previously purchased processors, if they are one of the Intel Core 13th/14th Gen SKUs listed above. This warranty coverage applies to all customers globally.
Standard warranty process and terms apply – which you can review here: https://www.intel.com/content/www/us/en/support/articles/000024255/processors.html.
For users who are or have previously experienced instability symptoms on their Intel Core 13th/14th Gen Desktop processors and need to initiate the exchange process:
If customers have experienced these instability symptoms on their 13th and/or 14th Gen desktop processors but were unsuccessful in prior RMAs we ask that they reach out to Intel Customer Support for further assistance and remediation.
- Boxed Processors – please contact Intel Customer Support for further assistance.
- Tray Processors – please contact your place of purchase for further assistance.
- OEM/System Integrator Intel Core 13th/14th Gen-powered desktop system – please contact your system manufacturer for further assistance.
We appreciate your patience with this process and will continue to share updates relating to the Intel Core 13th/14th Gen desktop processor instability issue.
Then, as per their own resource guide:
Warranty Policy for Intel® Boxed and Tray Processors
Provides information on processor warranty eligibility.
www.intel.com
Then having a look at their terms and conditions:
Intel® Boxed Processors Three-Year Limited Warranty Terms and...
Three-year limited warranty information for Intel® Boxed Processors in English and other languages.
www.intel.com
The extended warranty applicable to the 13th and 14th generation is covered below that I have quoted above, but what needs to be known is covered in this PDF:
https://www.intel.com/content/dam/s...Gen-Limited-Warranty-Terms-and-Conditions.pdf (PDF)
Though not explicitly stated what is covered under the extended warranty, it can be assumed that it is the same conditions as under the limited warranty. It is then a 5-year limited warranty on boxed CPUs.
As should be known, grey market CPUs won't be directly covered by Intel. Only authorised channels are honoured.
Fulcrum29
Honorary Master
For some reason MyBB wasn't allowing me to add tables. All it contains is this:
That's it.
That's it.
Fulcrum29
Honorary Master
Unknown, but Intel said it is not impacted.
Intel responds to reported laptop CPU instability problems | Digital Trends
After facing instability issues with their Core i9 desktop CPUs, Intel has denied that mobile chips have the same problem.
www.digitaltrends.com