Skull Canyon fan replacement? Intel can't get one themselves..

[IRawl]

(continuation from locked thread where admin decided the issue had been resolved despite me still having no fan and no working machine)

While I have been told when my local support centre will get the fans in stock, that was now supposed to be over a week ago and still no mention of when I will get the fan. I've bought two third-party replacements so far in an unsuccessful effort to find one that will fit this machine, while Intel and Intel support continue to fob me off. I've asked for the issue to be escalated twice now but this doesn't seem to be happening. While a dead fan might be a simple problem, it's still keeping the machine out of action and the only source of working fans appears to be Intel, and they're not shipping them out.

If any customer service reps or support staff with some form of power to get a stalled issue resolved can read this, then please get in contact, I need this machine working.

Board admin staff, please don't close threads until they are resolved. This issue is not resolved until I have a fan.

[AlHill]

Look on the fan, get the part number and manufacturer, and search the web using the browser of your choice until you find one.

Doc

[IRawl]

That's how I got two fans that don't fit (this is an Intel NUC, it needs just the right shape and lead length to fit the space inside). This is a warranty issue which intel are dragging their feet on. So far I've spent £50 on fans just trying to get one that Intel should be supplying under warranty. The claim was put in two months ago now. Given the ones I got by searching for the various model numbers look like they fit but don't, I'm tired of buying fans that look like they'll fit only to find they won't.

Come on Intel, ship the fan, it's been two months now.

[AlHill]

I did a warranty request on my skull canyon for a fan problem back in January. It was fulfilled in seven days.

As far as Intel not meeting the needs of customers with warranty issues, I just do not see how this is the case. In the very few cases I have had with warranty issues, they were resolved quickly and to my satisfaction. I could not be more pleased with Intel warranty support. I would like to see other manufacturers provide support that meets the quality bar Intel has established.

Perhaps there is more to your story.

Doc

[IRawl]

Unfortunately in my case it's been two months, and there really is no more complication. Straight warranty request, but no fan delivered. Poor stock levels are the current problem, stock was supposed to be available a week ago but still nothing. They've been poor at communicating too.

No idea why you are sticking up for them so much and assuming there's more to this than meets they eye, but I personally want the warranty request from two months ago fulfilled, and a fan shipped. That's all I want, and don't want some conversation with a random conspiracy theorist so please just move on.

[AlHill]

I am not sticking up for anyone, and cease now with the conspiracy theorist suggestion.

You posted your [negative] view of Intel warranty support, and I posted my [positive] view of their support. Other readers need to hear both sides.

In my 47 years of dealing with computer issues, both hardware and software, I have found that there is usually more to a story or situation than what appears on the surface. This includes both Intel and you.

So, sit back and relax, and be patient. I do not, nor do you, know what is happening in the background or what the supply issues with the fans are.

Doc (not an Intel employee or contractor)

[IRawl]

In my first post I said that I'd tried third party fans: you then suggested I try third party fans.. thanks for that!

I said they've been poor in answering my response, which they have been, you then posted that you'd had good service, great, I'm happy for you, but in my case they've been poor.

You then suggested that there's "another side to this" -- of course there is, they have supply issues. Is this my fault or problem? They're Intel, having poor stock and being unable to give lead times is still their fault.

Now stop trolling, you're unable to help in this situation. I will not be responding to you any more as you're wasting both your time and mine.

Intel staff: please get the ball rolling on this issue.

[AlHill]

You have voiced your issue. And, stop now with the "trolling" name calling. I find that term is usually used by those who have difficulty communicating and discussing an issue, reasonably, and do not like to be challenged.

For your warranty request, communicate directly using your case number. This forum is not for warranty issue resolution.

Doc

[AlHill]

This post is a double post. The original was discussed here:

https://forums.intel.com/s/question/0D50P00004IcCIJSA3/skull-canyon-fan-replacement-intel-cant-get-one-themselves?language=en_US

Doc

@LWAKSMAN​ 

@DavidV_Intel​ 

[IRawl]

First line of the post you replied to:

"continuation from locked thread where admin decided the issue had been resolved despite me still having no fan and no working machine"

Stop wasting your time and mine.

[n_scott_pearson]

Throughout this effort, the entire KY NUC base unit could have been replaced via RMA and the issue would have been handled in two weeks max. - but no, this customer chose to have only the blower replaced and it is this choice - his choice - that is delaying the process.

...S

[IRawl]

Wow you have a crystal ball! Where did you get it?

Still I suppose you two do help keep bumping this post.

[AlHill]

"I will not be responding to you any more as you're wasting both your time and mine."

You cannot stop.

Doc

[n_scott_pearson]

If bumping actually helped - it doesn't, BTW.

So, my last post on the subject: You missed the message: *Your choice* is responsible for the delays - but Intel is the problem? I think not.

...S