[Resolved]  INTEL - Mother Board — Denying of Warranty by a reputed company “INTEL ” by putting unacceptable remarks.

Sir/Madam

I have purchased a desktop Motherboard of INTEL COMPANY in November 2005 under three years warranty. Now in September 2008, a problem comes in the motherboard—“System booting, proper display but not able to install operating system”. Now the process started to avail the warranty, but instead of repairing/replacement under warranty, Intel is putting allegation on me of mishandling which violates the warranty. Sir, the company is harassing me and held me responsible for the fault occurred. So I need you help to get justice. The entire process so far is as below:

1. On 01 September 2008, the case has been discussed with Intel ([protected]@mailbox.intel.com) and all the necessary information has provided to them. Against this information, they have created a case No # 8529714 and provided me an order number # [protected] to send the motherboard to them for necessary action.
(Here please note that the policy of the company is to receive the faulty parts through Courier only. They have not established any authorize service center or agent to receive the parts. i.e. to say that no physical checking of the part have been made by them in the presence of the consumer.)

2. On 02 September 2008, I sent the Motherboard vide Blue Dart courier company. Please remember that at the time of dispatch the problem was “System booting, proper display but not able to install operating system”. Till 12th September 2008, I waited and then contacted them on the customer care ([protected]) for the status of above case number and came to know that the Motherboard is already sent to me back on 09th September 2008 without any repair or replacement as they found a physical alteration (bending) in one of the pin of the processor assembly. I was shocked and surprised. The System was never gone through any repair since purchased then how this alteration occurred. The matter was discussed with them but they simply deny for any further help and insisted me for the third party repair which is a paid service.

3. On 16th September 2008, I received the parcel from M/S Blue Dart. I installed all the hardware to the motherboard and power it ON. There was no display, No Booting. That means the problem become more typical. Now I watched for the physical alteration (as I was told) and found that there was a bending in pins of the processor assembly. With a use of sewing needle I just restore the pins to their original position and reinstall the processor and power ON the system. What I found was really surprising. The system comes to its state at which it was sent to the company vide above case and order number i.e. “System booting, proper display but not able to install operating system”. This simply proves that there were no physical alteration in the processor assembly at the time it was dispatched to the company. That means the physical alteration may happen due to mishandling at the courier company or at the intel itself. And if it is so they how can the warranty voids and how they deny repairing it under warranty.

4. Sir, this matter is brought into there knowledge by repeating three mails but none of the mail has been replied till date. They are just ignoring the mails. All these mails have been received by them as automatic acknowledgement is received in my mailbox.

5. Sir, as stated above, there is a major drawback in the policy of the company in respect of receiving a faulty part from the consumer. They do not directly receive the faulty part and hence no physical checking has made by them in the presence of the consumer. The faulty part reached to them through courier. Then they check it and decide whether there is any physical damage or not and this has been done in the absence of consumer. Now any physical damage or alteration can be happen due to mishandling by the consumer, by the courier company, by the executive of the company itself or may be intentionally done to void the warranty. Then why only the consumer is held responsible for any physical damage/alteration. In this case, as per the working states of the part before dispatching and after receiving, it is found that there was no physical alteration in the motherboard from the consumer side. So the company cannot deny repair/replace the faulty part.

The copy of the entire mail process is pasted below. Sir the company is denying to provide the warranty and thus I found that I have been cheated. For consumer rights and to get justification, I am presenting this case to you for the necessary and favorable action.

Thanking you and obliged

Anil Kumar
Mb [protected]

Address : 613/28, Gali No 3
Bindapur Gram Shabha Colony
Uttam Nagar
New Delhi 110059


Case History of mails sent to M/s Intel

Case number:8529714
Product:D915GLVG
Order number:[protected]

Sir/Madam,

You have not yet replied my last two mails. Please don't ignore this mail as it contains an important matter which shows that the physical damage do not happened at my end.
In reference to the above case number, I sent the Motherboard to you on date 02 Sept 2008. At that time the problem in the motherboard was “System booting but not able to install operating system”.
Today I received the motherboard vide DC No DOH189644 dated 09 Sept 2008.
I attached all the hardware and power on the system. NO DISPLAY is found. As per the telephonic talk with you I came to know about a bending of the pin of processor socket. I noticed it. There is a slight bend in the pin. With the help of a needle the pin is restored to its original position and then the processor is replaced and the system is power on. The result is “System booting but not able to install operating system” i.e. the state at which it was sent to you. This means that the tampering in the pin must occurred after the motherboard is dispatched to you. Now for this tampering you cannot held me responsible. As per above it simply means that either tampering is done due to mishandling of the courier company or at your end which violates the warranty and for this I am not responsible.There was no tampering/bending of the pin at the time of dispatching to you. So you cannot deny to repair/replace the motherboard under warranty. So Please look into this matter and do the needful to replace the motherboard to avoid any further arguments and settle down the matter.
Please reply this mail immediately.
Thanking you and obliged
Anil Kumar
[protected]



--- On Mon, 15/9/08, ANIL KUMAR <[protected]@yahoo.co.in> wrote:
From: ANIL KUMAR <[protected]@yahoo.co.in>
Subject: Fw: RE:RE: Motherboard D915GLVG
To: "Intel" <[protected]@mailbox.intel.com>
Cc: "Intel" <[protected]@mailbox.cps.intel.com>
Date: Monday, 15 September, 2008, 10:19 PM
REMINDER 01

--- On Fri, 12/9/08, ANIL KUMAR <[protected]@yahoo.co.in> wrote:
From: ANIL KUMAR <[protected]@yahoo.co.in>
Subject: RE:RE: Motherboard D915GLVG
To: [protected]@mailbox.cps.intel.com
Cc: "Intel" <[protected]@mailbox.intel.com>
Date: Friday, 12 September, 2008, 10:05 PM
Case number:8529714
Product:D915GLVG
Markings:FCVG53806803 C[protected]
Order type:SWR
Order number:[protected]

Sir/madam

In reference to the above case number, today I contacted your executive on telephone for the status of the same. Your executive told me that the Motherboard is dispatched to me on 9th Sept 2008. I am very much surprised to know that the MB is sent back to me without any repair/replacement as a physical damage is found on the motherboard. As per him there is a damage found in the assembly of the processor socket and hence the warranty is void.
Sir, this remark is totally unacceptable. As I told you in my earlier mail that the system is booting but there is a problem occurring during the loading of operating system. It simply means that there was no problem with the processor/processor socket and it was in good working condition. For the last two and half year this system never goes through any repair process. The motherboard was working well in respect of processor at the time of packaging while sending to you. If you found any defect in the pins of the processor assembly then either it happens due to the mishandling of the courier company or at your end. Have you checked the packaging before opening the packet? Was it OK? Please verify the original packet and keep it safe.
Sir you cannot deny for the repair or replacement simply because of the above remark as these types of damages may happens at any end i.e consumer or courier or yourself. To avoid these types of problems you should have a verification center at various places where the part can be directly received from the consumer and physically checked in the presence of consumer.
The remarks by means of which you are denying the warranty, is totally unacceptable to me. I am sure that it did not happen at my end as it was working with limitations. So please reconsider the case, create a new order number (with exemption) and intimate me accordingly within three days. If you will not take any favorable action then I will be forced to forward this case to National Consumer Cell and to the Media to avail the warranty as I feel cheated and harassed. I will not leave the case at this position. When the time comes to avail the warranty, you are ignoring by putting such remarks which can be created at any stage. This is totally unfair and I was not expecting such issue from a reputed company like you. You should always do your best for the favor of the consumer.
So I request you to do the needful to avoid any further complaints/process. I will be thankful to you and obliged.

Anil Kumar
[protected]



--- On Mon, 1/9/08, [protected]@mailbox.cps.intel.com <[protected]@mailbox.cps.intel.com> wrote:
From: [protected]@mailbox.cps.intel.com <[protected]@mailbox.cps.intel.com>
Subject: RE: Motherboard D915GLVG
To: [protected]@yahoo.co.in
Date: Monday, 1 September, 2008, 12:03 PM
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Case number:8529714
Product:D915GLVG
Markings:FCVG53806803 C[protected]
Order type:SWR
Order number:[protected]

Hello Anil,

Thank you for contacting Intel Customer Support.

I understand that you are facing Booting issue on your D915GLVG motherboard and
want it replaced.

I realize the importance of providing you a working motherboard.

As a technical support executive, I will be glad to assist you in resolving the
Issue.

We are pleased to inform you that we have issued a case number 8529714 for the
following unit:

FCVG53806803 C[protected]

This case has been processed under the Standard Warranty Replacement (SWR)
scheme. The order number is, [protected].

Following are the general guidelines to be followed while returning the parts
to Service Center:

1. Items to be returned: Return ONLY the products approved for return as noted
above
1. Please keep all accessories (example: Cable, retention mechanism etc) with
you. We do not guarantee return o[censored]nauthorized parts.
2. For Boxed CPU replacement: Fan and Heat sink should be sent to us along
with the faulty processor. If we do not receive the fan and the heat sink,
replacement will not be processed for the order
2. Packaging guidelines: When sending product/s to Intel for warranty claims,
use of original packaging is preferred. Please refer to warranty terms and
conditions document which is there in your resource CD for motherboards and
printed document for processors.
Note while returning Motherboards: Please visit the following link to know more
about motherboard warranty terms and conditions:
http://support.intel.com/support/motherboards/desktop/sb/cs-009050.htm .

3. Write your Order (RMA) Number (i.e. order number given by Intel Customer
Support) & From Address on the outside of the package.

4. Shipping Address:
Chennai address
Cadensworth India Pvt. Ltd,
79- J.N. Road
100 feet Road
Vadapalani
Chennai - 600 026

For further information and assistance with this concern, I recommend
contacting us (Intel Support and Services team) at:[protected],
alternatively you can sent mail to us [protected]@mailbox.intel.com . We are
available from Monday through Friday 10:00 A.M. - 7:00 P.M. We will be assisting
you in the best possible way we could.

Intel Support and Service team also has information available to you online at
the following Web site: http://support.intel.com

This site has general and technical information about product features, and
upgrades.

IMPORTANT

If the defective is not picked up(Not for Bangalore/Mumbai(Lamington road only)
Customers), please feel free to drop the product at courier office as soon as
possible. Courier can be contacted at the details provided below.

Courier Name: Blue Dart
Contact number:011 – 66111234
Pickup code no:110843

• The unit will be picked up from the following address as available in our
database:

613/28, Gali No 3, Bindapur Colony, Uttam Nagar, New Delhi, DL, 110059, IND

In case the address and contact number is changed or incorrect; please contact
us to avoid delay in shipment or the shipment being dispatched to an incorrect
address.

You are a valued customer to us.

Please feel free to call or email us, should you need further assistance.

Telephone:[protected]
E-mail: [protected]@mailbox.intel.com

We look forward to serving you more in the future.

Thank you for using Intel Products and Services.


Suresh N
Technical Customer Support Engineer- Asia Pacific Region
[protected]@mailbox.intel.com
Intel Website: support.intel.com

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<===== Received from [protected]@yahoo.co.in on[protected].44.33.000000
======>

Subject : Replacement of Motherboard :

D915GLVG; Sr No FCVG53806803 ; Part No AA C96367 306

Sir,
The above said motherboard is showing the following problem:
“The system is not able to load window. It automatically reboot before
loading the window. I also tried to reinstall windows but again as the
installation process starts, the system reboots every time”
To detect the problem, I have replaced hard disk, RAM, CD writer and also the
processor from the another system of same specification but the result is the
same. These parts are working well in the other system. I also try to update
BIOS through Floppy and CD as per the guidelines provided on your site but the
BIOS could not be updated. I also consulted an engineer and he also suggested
the same problem which implies that the motherboard is faulty. So I request you
to issue an order so that the motherboard can be processed for replacement.
For your kind reference, I am sending you the details of the hardware used in
the system

Processor: Intel (R) Pentium 4 630 SL729 3.0/2M/800/04A
5533B880

RAM : DDR1 256 MB 400 MHz

Hard Disk: 80 GB/7200 RPM

CD Writer : Sony D190

Power supply : ATX 24 PIN 400E

BIOS : VG91510A.86A.0048

Sir all these components are in good working condition as these are checked
with other motherboard. So without delaying please create an replacement order
to avoid my work loss. I will be highly obliged.

Anil Kumar
[protected] ; [protected]

Add: 613/28, Gali No 3
Bindapur Colony (Gram Shabha Colony)
(Near Bal Bharti Jain Public School)
Uttam Nagar, New Delhi 110059


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