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53 posts

Master Geek


Topic # 242913 19-Nov-2018 23:13
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I am having an issue trying to get a motherboard replaced. It is under warranty and produced by Gigabyte. The board suddenly failed to post one day. I did a variety of tests and hardware swaps, and concluded the board must be at fault.

 

I bought it from an NZ store; I will refer to this store, and the person I dealt with, as X. I will disclose the store in the future if it is certain they were acting in an untrustworthy way and that it is of public concern.

 

I had no problems getting my item from X and they responded to my warranty request quickly. However, they didn't offer any return shipping packaging and told me I had to pay for it. I'm not entirely sure of NZ consumer law but I'm fairly sure I should get a refund on this when the item is determined to be faulty. The store told me it was in their T&Cs that I had to pay (which, if I am correct about what I said, is something they cannot "contract out"). They sent me a link to their T&Cs, but the page was suspiciously "under maintenance" for about an hour. When I complained about this, they said they "might decide to refund the shipping".

 

Fast forward. I send them the item because it's been days now and I figure I can argue the shipping cost later. Once received, X quickly confirms that he cannot get the board to work with his hardware either. However, rather than go ahead with the RMA, he tells me he needs to get "the supplier to test" and tells me it will be a 2 week job "worst case scenario".

 

Two weeks pass. No update, except I am accidentally sent an email for a dropship order containing someone else's order details, name, and address-- seems to be an absolute stranger. I tell X he has sent the wrong email to me, but he never acknowledges this. Not a good look. I ask about my order and he says when he knows, he'll tell me.

 

A month passes. I am now feeling suspicious about the whole thing, wondering why the RMA hasn't gone ahead when he personally confirmed the board didn't work. I send him an email raising my worries, and stating that the month delay is feeling unreasonable now, and that this process of RMA seems unusual compared to what I've dealt with.

 

Two days later I get a phone call to the number associated with my order. I had kept our dialogue strictly by email in case I needed to refer to it in the future, so this was very strange. I am not available to answer the phone but I am told that they said my motherboard was fine and they would send it back to me.

 

Naturally, I am not happy. I write an email arguing the farcical waste of time this has been, and how it doesn't make sense. I have not heard anything back from them yet.

 

So I ask:

 

> What can I do from here?
> Can I get my money back / insist on a replacement? What about shipping costs?
> Can anyone advise what my consumer rights are here? Should I / can I make a formal complaint about this business if I believe I am being fobbed off?


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  Reply # 2129864 19-Nov-2018 23:59
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Wait for the motherboard to come back and test it again yourself.

 

I had a motherboard that also failed to POST (might have also been a Gigabyte board). Lots of different hardware swaps didn't fix it. What did fix it was removing all of the RAM and attempting to boot. The internal speaker would then beep continuously due to no RAM being installed. I then reinstalled the ram and it then successfully completed POST. Reinstalled all of my original hardware, checked that CMOS settings were correct, and it then booted into Windows as if nothing had happened.

 

Every 2 months or so, the same thing would happen. And the fix was just - remove all of the ram, switch on power and attempt to boot. Switch off power and reinstall exactly the same ram that was removed earlier. Fixed. That RAM passed all of the memory tests that I threw at it, and Windows never gave any bluescreens or other problems that can be caused by dodgy RAM.

 

I kept that motherboard for another year or so. Until my power supply decided to output too much voltage one day, which finally killed that motherboard.








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Master Geek


  Reply # 2129866 20-Nov-2018 00:49
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Thanks for the advice. I'll give it another go if it is returned to me, although I spent days going through every hardware combination and trying every trick I could find, because I really didn't want to have to return it. Even without memory, the internal speaker wouldn't beep. I only got spinning fans. X also tested it with his own hardware and got the same result.

 

I know of a reputable place who do hardware testing so I might take it to them. If they confirm it is faulty, what can I do then? How does one "force" a store to follow through with their return obligations?

 

 


 
 
 
 


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  Reply # 2129867 20-Nov-2018 01:18
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there’s a chance it has successfully booted on the backup bios which, depending on the model, can be activated with a few methods including a failed boot to bios stage (obviously hasn’t worked for you), hitting the power button immediately after power on prior to successful a post (fun when you accidentally do this) or holding reset and power for 10 seconds at power on.

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  Reply # 2129868 20-Nov-2018 01:21
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Another possibility to try - Measure the voltage on the "power good" pin of the main ATX power connector on the motherboard. It should be 5V. Also measure the other voltage rails and make sure that they are within spec.

Some PSUs are fussy about what load they will supply. And can't handle EG the 12V rail running at 70% of max load and the 3.3V rail running at only 5% of max load. You can end up with a power supply that won't work with a paticular motherboard. But the same power supply will run different motherboards just fine.

Assuming that the hardware testing place confirms that it is faulty, and the store still doesn't want to give a refund / repair / new motherboard. Then you will have to lodge a case with the Disputes Tribunal.

Although hopefully they won't try to fight an independent report saying that the motherboard is faulty.





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  Reply # 2129871 20-Nov-2018 01:41
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When they say it was fine, they may have replaced it, so you probably need to give them the benefit of the doubt. Otherwise they could also show you a video of your board working.  Will you know it is your original one or not? eg did you put a small felt tip pen mark on it somewhere just to identify it?


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  Reply # 2129914 20-Nov-2018 07:59
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I hope this isn't another Expert Infotech horror story, like the one I endured.

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  Reply # 2129916 20-Nov-2018 08:05
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quickymart: I hope this isn't another Expert Infotech horror story, like the one I endured.

 

Or the one I endured.

 

 


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  Reply # 2129933 20-Nov-2018 08:41
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Run HCI Memtest. A while back I had corruption issues, replaced a motherboard, and it didn't fix the problem. MemTest x86 didn't find any problems with my RAM, but running 8 instances (2GB per instance) overnight found a RAM problem.

 

Another thing that reproduced the problem was using Teracopy to copy many big files around, including checksums.

 

In this case see what happens when the board comes back to you. If it's still not working I'd tell them they have 5 days to replace it before you take them to the disputes tribunal.





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  Reply # 2130397 20-Nov-2018 14:32
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If it's a Gigabyte Gaming 5 motherboard, I would guess the UEFI fried itself (which those boards do apparently). You can switch it to the second bios, and re-flash the main. There are instructions for doing it here: https://web.archive.org/web/20181101184930/https://www.reddit.com/r/Amd/comments/5zlegh/how_to_restore_a_bricked_ax370_gaming_5_bios/

 

 

 

It may be the case with other Gigabyte boards, and may be worth trying.

 


I just sent my x370 back through Playtech for the issue, as re-flashing only seems to last about 2 weeks. I had worked RMA's at a computer store 20ish years ago and avoided Gigabyte like the plague then. I figured they have to be better now and gave them a shot, now I regret it.


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  Reply # 2130427 20-Nov-2018 15:15
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Taubin:

If it's a Gigabyte Gaming 5 motherboard, I would guess the UEFI fried itself (which those boards do apparently). You can switch it to the second bios, and re-flash the main. There are instructions for doing it here: https://web.archive.org/web/20181101184930/https://www.reddit.com/r/Amd/comments/5zlegh/how_to_restore_a_bricked_ax370_gaming_5_bios/

 

 

 

It may be the case with other Gigabyte boards, and may be worth trying.

 


I just sent my x370 back through Playtech for the issue, as re-flashing only seems to last about 2 weeks. I had worked RMA's at a computer store 20ish years ago and avoided Gigabyte like the plague then. I figured they have to be better now and gave them a shot, now I regret it.

 

 

Honestly, none of the manufacturers are really up there in reliability or long-term support. Asus/Asrock are alright but even they have issues on occasion. Motherboard have far too many things in them that could go wrong.

 

 

To be fair my Gigabyte z77 intel board has lasted 6 years now and hasn't had any lasting issues. I do run it in legacy csm mode though and removed the Intel ME component from it's latest bios. One thing that does save Gigabytes bacon is the dual bios backup.

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  Reply # 2130444 20-Nov-2018 15:36
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Loaf:

 

> What can I do from here?
> Can I get my money back / insist on a replacement? What about shipping costs?
> Can anyone advise what my consumer rights are here? Should I / can I make a formal complaint about this business if I believe I am being fobbed off?

 

 

Motherboard issues are not always straight forward, because it is possible something you connected to it that has issues.

 

How has their testing been different to yours? Did they use your power supply/cpu/memory in their testing?

 

Regardless, you need to check your ram, power supply, gfx card,  and cpu are all good. To that, you need to be able to swap them out with components you know are working ok. This is crappy because not everyone has spares handy but is the only way you can be sure. 

 

Does the bios post give you some beeps to indicate the issue?

 

If you find that after your testing the mobo is still not working, you can argue your cga rights with the retailer.  They must pay for all your costs to date, and a refund if you wish. 

 

If, you find that it was some other component and the mobo is fine, then you have to wear costs yourself. 

 

 

 

Sorry, this is not an easy situation. 




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Master Geek


  Reply # 2130449 20-Nov-2018 15:43
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The motherboard is a Gigabyte AB350N-Gaming WIFI. It had just come out when I got it, and X was the quickest store to have it available. I was waiting on it for my build.

 

X tested the board with their own hardware, the only thing they got from me was the board because I had to send it to them by post. I tested it with different power supply, memory, and with various components removed and I couldn't even get it to beep (and yes, it had a working internal speaker attached to the mobo). All it seemed to do was power the fans on, which is what happened when X tried too. My LED mouse and headset wouldn't light up either and it seemed like the USB ports weren't giving power.

 

X has not responded to my recent emails yet.


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  Reply # 2130680 20-Nov-2018 22:54
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sbiddle:

 

quickymart: I hope this isn't another Expert Infotech horror story, like the one I endured.

 

Or the one I endured.

 

 

 

 

Do tell?




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Master Geek


  Reply # 2133427 24-Nov-2018 16:26
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Still no response from the store one week since the phone call. They haven't responded by email since the 29th of October and have ignored my last three emails. I'm expecting my motherboard to show up randomly at the doorstep.


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Master Geek
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  Reply # 2133455 24-Nov-2018 17:45
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I had a motherboard fail on a computer built by a NZ store. It took months to get fixed after me having to pay to send it to Auckland and the crazy RMA process. Seems to me that the parts suppliers (not the retailer) are trying to opt out of the CGA by using this crazy RMA process. I was disgusted with the whole process as the actual shop knew it was the motherboard at fault but due to the RMA process they couldnt replace it.


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