PC Issue

jjuk26

Hi Guys, this is my first post although i have been browsing the forums for a while.

Here goes, any opinions/help appreciated.

I have purchased £1000s of products from Overclockers directly and inderectly over the last few years and i like to buy my product from them.


I have recently upgraded my comp, i have built around 4 or 5 high value high spec comps to date.

I purchased some parts recently a Motherboard asus p6, Graphics card 9800gx2, memory ddr3 6gb, i7 930 and a monitor oh and windows 7 64b, i added these to my comp and all seemed fine, i did notice that the memory was showing 4gb as usable although i had 6gb installed but as i had 2 9800gx2 in sli i assumed that they were taking some of the memory, anyway a few weeks passed and while playing BFBC2 the comp crashed and would not restart freezing at the loading screen and giving a BSOD with a hardware error. I tried everything from metest to disabling different things i spent hrs trying to resolve in the end i found the issue to be with the 9800gx2 card so the card has been sent back.

So now i had my comp running with the single 9800gx2 card and still i notcied that the memory was reading 4gb usable when the 6gb was installed, i now know it wasnt the cards so ive investigated further and found quite a few posts on the ASUS forum relating to the very same issue in these posts were other users complaining about the same thing, so i contacted the memroy supplier and they run me thhrough a few tests and eventually they say that its definatley an issue with slot A2 on your motherboard, i contacted Overclockers support and they said to RMA the motherboard.

They received the board at 12pm 10/05/10 and resend it back an hr or so later with a webnote saying i have been charged for an inspection and redelivery as the board in question has 3 bent pins?, im thinking what!!!!.

So before i have received the board back i called customer support and the guy was friendly enough but i felt i was getting nowhere, he just said under warranty the pins are bent and the warranty is now void?. I then take stock and email them with my concerns with vague responses almost one word answers(well not quite). I have now received the board back and the pins which you need a magnifing glass to see are slighty bent to one side, in the middle of the board 2 and on the very edge 1, im thinking how on earth can this be.

For hours i have dwelled on this and i know 100% that i have not dropped anything onto the board or done anything to damage the board. I have asked for clarification on there finding from overclockers who replied by saying they are trained by ASUS to spot warranty claims, to which i replied that spotting a bent pin and proving that i damnged it are totally different. I have asked for a further response to try and resolve the issue and am awaiting a response.

I cannot see how i could of damaged the pins in the position they are in by installing the processor, fair enough if they were all bent down on one side or one corner than yes they could argue that i have used to much force?? its just guesswork though.

Sorry guys for the long winded but im so frustrated and was wondering if any of you guys had experianced the same thing and did you seek further advise??

Guys i take great care with my computers and i am a great customer to have always updating for the latest games and all. Im 100% sure that i have not caused this damage and the issue only came to light once the graphics card had failed and i had seen the memory issue which was highlitghed more on the asus forum.

Can the refuse my return?

Thanks

JJ

jjuk26

Any help guys plz

hippyadam

If the board was purchased within the last 6 months, its up to overclockers to prove the item was fit for purpose and not for you to prove it wasn't.

ASUS are a bit of a nightmare to return to as i believe all the European stuff has to be posted out to the Czech Republic. I've always avoided overclockers as i know people who have had similar issues with their returns...

If i were you i would email them again quoting the sale of goods act and see what they say...

Andy_L

jjuk26 wrote: »

i did notice that the memory was showing 4gb as usable although i had 6gb installed but as i had 2 9800gx2 in sli i assumed that they were taking some of the memory,

Are you using 32 or 64 bit Windows?, 32bit won't recognise more than 4GB

4743hudsonj

Andy_L wrote: »

Are you using 32 or 64 bit Windows?, 32bit won't recognise more than 4GB

Lol, i believe they answered that in their post already..... Not really a mistake somebody with the skill to build a pc would make! Even then why would it show 4gb rather than 3 and a bit?

jjuk26 wrote: »

oh and windows 7 64b

cybergibbons

4743hudsonj wrote: »

Not really a mistake somebody with the skill to build a pc would make!

Yeah, because Dell, Acer, HP, IBM etc. don't sell PCs with 4Gb of memory and 32 bit Windows or anything do they. And they have no idea how to make a PC.

jjuk26

Thanks guys its a windows 7 64 bit machine.

Overclockers say that the exact pin bent doesnt read the memory?.

I will send them another email and see what they say.

JJ

jjuk26

I have emailed his this and sent it as a formal letter, i shall see what his repsonse is, if its like his emails im doomed.


Dear Chris,

Re: The faulty goods act 1979

On the 02/04/10 i purchased a ASUS P6 Motherboard which does not work as specified.

There is a problem with the board reading the memory and there are 3 moved pins.

The sale of goods act 1979 states that when a consumer buys goods from a trader they must be: as described; of satisfactory quality; and fit for purpose made known at the time of sale to the seller.

This legislation also states that the seller, not the manufacturer, is legally obliged to sort out a problem if the goods do not meet these requirements.

The sale of goods act 1971 says: if good break within the first six months after purchase then there is a presumption the goods were faulty when sold.

My goods are not of satisfactory quality and i wish to claim a repair/replacment of my goods under the sale of goods act 1979.

Please respond to my complaint asap. I hope we can resolve this asap. Please also read my previous emails as you say in your last reply that the board doesnt work? it does work it just doesnt read all of the memory insatlled.

Yours Faithfully

Jason Ward

jjuk26

Hi Guys this was there response,


Dear Sir,

If you wish to quote the sales of goods act please do not fail to notice that the reason we are rejecting your item is because of misuse or accidental damage.

to quote the sales of goods act:

But buyers cannot expect a legal remedy
in respect of:

- fair wear and tear;
- misuse or accidental damage; or
- if they decide they no longer want
the item.


Regards

Chris Montgomery

Returns Manager
Overclockers UK

This is the email i sent back.






You guys have left me no option, you must be able to prove that i have somehow caused the damage, which i doubt you could, you are rejecting my item as i understand it, due to the fact that your training from ASUS allows you to somehow see that i have damaged the item?, quoting that ASUS never make mistakes is not acceptable in my eyes the internet is full of complaints about there poor quality servcie and poor quality control of ASUS, it is clear that there was a problem from the start and i have explained my issues to you fairly and constructivley, the act is clear and is to protect customer form poor resellers who fail to honour the LAW. You cannot make up your own rules unfortunatley. I at least expect you to repair the item in question and failing that i request you replace it, i am more than willing to pay for delivery, i wish the item was not faulty as i do not wish to keep emailing your webnote system, i would rather you see me for the good customer i am and do the right thing please do not think of me as every other customer that is trying to decive you, i am not. If i had caused the damage i would not be contacting you at all. I ask you one more time please accept the item back for repair or replace.

My name is Jason, Chris.

Thanks

jjuk26

Guys this was there reply, what do you think i should do, his tone has changed and i feel i should pursue this, but do you think i have a case to pursue.

Thanks

Jason



Jason,

I can send the item to be repaired however the repair costs money and we are not willing to pay this cost. We can send you the bill if you wish to have the item repaired however if you are not willing to pay this then there is nothing further that I can do to help.

I can appreciate your concerns that you may feel that you have not damaged the CPU socket yourself, however the CPU socket is manufactured by Foxcon not Asus directly the socket is merely applied to the motherboard. We extensively use LGA socket motherboards which are all produced in the same manor. In the last year our technitions used over 13000 LGA motherboards and not one of them had bent pins, I would say that this fact alone was quite conclusive.

Regards

Chris Montgomery

Returns Manager
Overclockers UK

mjgreen60

I'm not 100% clued up on the legalities of this whole situation, but just 1 small bit of advice, and please don't take this as an insult. When you are entering into debate with a company it always looks better if your letter/email is constructed appropriately, both in spelling and grammar.

I'm sure you have a word processing programme on which you could perform a spell check first?