Is it reasonable for INTEL not providing warranty to my NUC after memory replacement?

[张先生]

"Thank you for writing back. As communicated during the phone call. The model you are claiming warranty on, NUC11PHKi7CAA/BTPH1040009K/M26148-402, was manufactured with Optane™ memory 32GB + 512GB storage, 16GB memory and Windows® 10 operating system pre-installed. Products missing original parts are not subject to the terms of the limited warranty, so we are unable to provide limited warranty service on this unit." - by INTEL Customer Service

This NUC was bought and came with the original memory and hard drive included.

I sold its 16GB RAM  and replace with 64G RAM.

Now  the typeC port is not working for a monitor. After the intel service instructed me some ways to solve the problem but it's not working. 

They then offered to return it and refund. But after I indicated that the memory had been sold, I got replied to the above email and called to tell me that "the warranty is for the whole unit, but not after replacing the original memory or hard drive. "

Is this statement reasonable? Personally, I feel that it is normal behavior for a computer to replace a hard drive or memory.

Just because the memory is replaced, other parts fail and no warranty is provided.

[itsme]

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@张先生  schrieb:

They then offered to return it and refund. 

For a REFUND, you must of course include all original parts.  It's still under warranty.

[张先生]

I don't need refund, I just want them repair my typeC port so that I can use my external monitor. But they refused since I replaced the RAM.

[itsme]

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@张先生  schrieb:

I just want them repair my typeC port so that I can use my external monitor. But they refused since I replaced the RAM.

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there is nothing to repair.  All  NUCs of the type  NUC11PHKi7C    are affected by this issue.

[DeividA_Intel]

Hello 张先生,  

Thank you for posting on the Intel® communities. I am sorry to know that you are having issues with your Intel® NUC 11 Enthusiast Mini PC - NUC11PHKi7CAA.   

In this case, I would like to let you know that our NUC comes as a NUC kit (no inside components) and Mini PC (all components preinstalled). For the NUC kits, since it comes empty and you can add the components that you want (as long as they are compatible and supported) there is no need for this component like SSD, RAM, and operating system if the unit is going to be replaced for Intel.

However, for the Mini PC, those come with the component that works perfectly with the NUC and are supported/compatible with the BIOS. Bear in mind that using different components with Mini PCs may be caused unexpected issues.

For the Mini PCs is a must to have installed the original components for anything related to warranty or replacement. I recommend you to check with your local Intel support team and check for further options or instructions.

Please keep in mind that this thread will no longer be monitored by Intel.  

Regards,  

Deivid A.  

Intel Customer Support Technician  

[itsme]

For the Mini PCs is a must to have installed the original components for anything related to warranty or replacement. I recommend you to check with your local Intel support team and check for further options or instructions.

Nonsense. Such an interpretation of the warranty has already been ruled void several times by German courts. It may even be EU law. Such errors are not caused by replacing RAM or SSD. In fact the manufacturer would first have to prove that this is actually the case. Good luck with that. Of course, this does not help the buyers outside of the EU.
The Mini PC even has a tool for opening the case included in the packaging. Replacing these components does not change the warranty services that the manufacturer is obligated to provide.
It is more likely that the manufacturer has not yet managed to deliver a faultlessly functioning TB port. All devices of this type are affected by this. This is especially remarkable since Intel has designed the TB protocol and the controllers themselves.

Update:
I need to clarify this a bit. The warranty does not expire if you replace the components, but for the warranty claim it may be necessary to reinstall the original components. It is therefore better not to sell them while the device is still under warranty.

Conclusion: In principle, buying the Mini PC variants usually only has disadvantages. It is always better to buy the barebone KITs.

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