I have been an Intel partner for over ten years first as an
IPD and now as a Gold Technology Provider and I have always loved the support I
received. I have only had to call Intel Tech Support about three or four times
over those years and I have only had to return about six items for warranty
replacement in ten years but Intel has always stood behind their products which
I respected. Lately things have seemed to downhill at a very fast rate of descend.
I just built-up and sold 13 All-in-Ones using the DQ77KB board and the new
Intel All-in-One chassis. I had one chassis fail which cost me $35 in shipping
charges to return for repair and I have one DQ77KB that just failed after two
months at my customer site.
My present problem is trying to get a Warranty Replacement
for the DQ77KB board:
I
purchased a ten pack of DQ77KB motherboards from Micro Ingram 30 January 2013
and I built-up and delivered these All-in-Ones to my customer, one of them
broke after a couple months at my customers site. The unit had no video so I
pulled it back in the shop and I replaced the DQ77KB motherboard, this fixed
the problem.
I tried to do an AWR on-line but the website gives me a “This
product is not supported via web.” Error message and it tells me to
call Intel Customer Support. I spent an hour on hold last night with Intel
before I got a message telling me to try again tomorrow because they are now
closed. I filled out a Service ticket and have not heard from that attempt.
I called again today and the Intel rep is telling me that my
motherboard was sold in the Netherlands to which I assured him that I had never
been there and it was purchased in the United States, he wants $25 to warranty
replace this board? I don’t know when Intel became so difficult to work with;
I have always loved Intel’s support in the past?
How do I get a warranty replacement on this board? Who can I
talk to without spending another hour on the phone talking to people who have
no authority? As an IPD we use to have our own Intel Rep but I have not heard
from mine for a long time and the email I sent him bounced back. Any help from
any Intel employees that can help me get a replacement for my DQ77KB board
would be much appreciated.
Thanks,
Doug