The RMA experience and you, how long have you waited for contact?

[Eisbar]

Good Evening,

I have no doubt that the customer service agents at Intel right now are slammed. This is not an ideal situation for anybody.

If you have started the RMA process, are in the middle of the RMA process or have completed the RMA process please chime in.

If you've started it, have you received initial contact from Intel? Did this take a few days?

If you're in the middle of it, have you been waiting for a reply or for a rep to touch base, how long did that take? Did they miss any timeframe in replying that they set out?

If you've completed it, have you received your new processor? How long did the process take for you from start to finish? Why are you still on the support forums? 

[Customer_PNW]

I submitted my request on a Saturday or Sunday, their initial response to me was the following Monday (which was this most recent one). They had several questions, and I was able to answer them all except for I didn't have pictures of the front and back of the CPU. So today I tore down my PC, removed the CPU, had an entire photoshoot with it, put it all back together (I'm typing on it now) and submitted a picture of the back and of the front. Hopefully I'll hear back from them next Monday.

[Eisbar]

What's this nonsense about the front and back of the CPU? 

I'm disabled, without my PC I have no assistive software to function nor can I use my assistive devices.

They're taking a hard stance on that being a requirement? A receipt and the FPO from the box isn't enough? What about other users who make use of TTS or voice dict, screen readers, sip and puff devices to place and answer telephone calls using their PC, or foot switches to do the same, etc, etc. 

I know Intel is a US based company but in Canada that would be considered a human rights violation as it adversely impacts a class of people. 

What a gong show.

I hope you hear back, best of luck

[soshissx]

I am 3 weeks into RMA my 14700K. I paid the $472 for cross shipping which is a hold and was told I would get my processor shipped 24 hours after and receive a tracking number in 48 hours. It has been 6 days since intel last replied. I replied twice asking for updates as I use my computer for work and I am about to go out 1 full month from this. Currently requested to see if there was a process to refund this processor all together. If not I will most likely be eating the $500 cost of this CPU and just going with AMD. This issues I have had with this CPU from start to now is crazy. Obviously they are slammed due to the amount of RMAs. Which is not my fault sorry, but 3-4 weeks, and I have no idea if they shipped it out yet. The fact that they require a credit card which I will start to be paying interest here on that SOON since I still have to ship the current processor back. 

[DeancR_Intel]

Hi Eisbar,

Apologies for the delay in my response

For more details about the Warranty of Intel processors, kindly check this link:

Warranty Guide for Intel® Processors

We can help you with the troubleshooting if you want, however if you really wish to claim warranty, please contact your local warranty support team for them to gather the needed details and validate your processor. Kindly open the link below and choose your country to contact your local Warranty Team.

 Contact Intel for Your Support Solutions

If you have questions, please let us know.

Best regards,

Dean R.

Intel Customer Support Technician

[DeancR_Intel]

Hi Eisbar,

I can see that we are actively working on your web case. Therefore, I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Dean R.

Intel Customer Support Technician

[Dosblade]

Hi.. like you said I knew coming into this the would be very busy. I did advanced replacement i9 14700k. I just returned the old one they got it yesterday. No clue how long it will take to get my $600 back. 

Ok that being said when I started a day or two would go by before they replied.  It was moved up to going to replace it.. rma.. then moved to something else. Got a email saying if I AGREE to advanced shipping once they read that 1-2 days they will call. Week goes by nothing. I get this email saying. "so you do not want to do advanced shipping blah blah blah".  Lol.. wrote them again saying I did.. I quoted them and me saying more then once I AGREE. I get after a few says they were very sorry and would try to push this through faster. Cool I thought. I get a email saying I  will get a call in 1-2 days and is it ok if we contact you after to just check up (OCT 3rd) ? Sure I said. Well days go by no call no check up. 

I keep posting "hello just checking in" nothing. So I thought.. hmm maybe just call. That one phone call.. he called back the same day set everything up.. the very next day new CPU. I send the old back. My fear here? Will I have to wait days weeks before I get my money back? I did add to my already long ticket showing them the shipping number and how they received it. 

Now through all this I was never upset the wait didn't bother me. I know so many that have that CPU and want to get it replaced so I fully understand.  The new one? Wow no problems what so ever.  Just.. want my money back now haha

Oh wanted to add.. they never answered me just closed my case now. Now I will call

[SmartOne_2000]

My warranty claim was rather quick, when I told them I'm in graduate school with only 1 computer and cannot afford to have downtime more than 24 hours. Cross-shipping my 13900K back and forth is a multi-week affair. They understood and within days, I received a phone call at ~ 7pm (EST) from the West Coast to ship a 14900K which I received before 10am THE FOLLOWING DAY!!! How they did it so fast is a real mystery

Yeah...that was fast!

[flacbag]

Im experiencing this problem right now, I submitted an RMA request four days ago and intel has failed to repond.

[Dosblade]

Don't worry they will get back to you mine took a lot more for four days a few weeks

[14nmjoke]

So far, the RMA process has been unbelievably disappointing for me. I purchased a machine with an Intel i9 13900k processor hoping that it would have greater stability than my last experience of months of fTPM stutter from an AMD CPU. Apparently I traded annoying fTPM stutter for downright blue screens of death, memory access violations, and random application crashes with my lovely i9 13900k.

Naturally, when this problem was revealed to have been known at Intel for years and swept under the rug, only to be slowly acknowledged and eventually publicly claimed to be addressed with RMAs, I was upset but relieved. Relieved, that is, until I later learned that apparently they were forcing tray processor RMAs to go through the OEM. I must have made the mistake of buying a prebuilt computer with an Intel CPU (Tray Processor), since my OEM manufacturer is telling me to pound sand with a microcode update that does nothing to mitigate permanent damage.

Of course, we all know what's happening. Intel doesn't wanna deal with more RMAs so they are telling the OEMs to do "what they want" with it and trying to bury the issue. OEMs don't wanna deal with reputational damage or hassle/money of RMAing CPUs so they'll pretend nothing is up.

In one regard, Intel has won, because short of buying a new processor, there's nothing I can do about my faulty processor; I obviously have to foot this bill if I want a computer that doesn't randomly crash.

In another regard, Intel has cut off their nose to spite their face, because I won't be buying an Intel product (CPU, GPU, FPGA, or SSD) for many, many years and have already steered all my real purchasing decisions to EPYC.

In 1994 Intel replaced all their buggy processor in the FDIV incident. Don't forget that they absolutely could have admitted and fixed this problem immediately, instead of trying to suppress it.

I'm on these forums to give Intel one last chance redeem themselves.

[Dosblade]

I truly understand Josh.. mine was over a month. One think I did realize is they don't just support I9 14700 (k) chip. Just that alone they are so black logged.  So I knew it was going to be a long time. Granted they forgot, they misunderstood but once I called they set up the return called me back that same day. I got all my money back. Before you make a ticket they said they are really behind and they are sorry. Not their exact words but.. I like it better haha. 

So I knew getting upset what ever would never help. So the new I9  14700K Chip runs great not one problem.  Blah blah blah.. we all say were going with the other one.. ATI/AMD has had these kind of problems and many went to INTEL.. so duh Intel has problems people go to AMD. Intel knowing about this for how many years and .. just wow and only know they do something.. from what I read and understand but.. I'm out side looking in. 

Amd is a great choice yet all one has to do is search on their problems and .. yeah... and some of them moving to? Yeah INTEL

[ManCaveMike]

My experience has been an utter disappointment and nightmare.  I have been struggling with trying to secure an RMA since Oct 1.

I was approved but then never heard back, then approved again and they are now saying they cant read my cpu matrix code and need the original box.  Who saves the original box since 2022?  I have sent pictures of my cpu as well as the original invoice with proof of purchase.

Intel will not honor the RMA on my 13700K.  They will reply all nice on X, because everybody can see, but they just give you the shaft and run around and ghost you.  Intel does not honor the rma process.

My next cpu will be AMD sadly, after this nightmare, intel has proven how much they dont care about the customer.

[Zarabozo]

Hmm.

When I saw the picture of your processor, I though: yeah, that's not good enough for a scan. However, I was able to scan it with just the camera app of my Samsung Galaxy S23 Ultra phone. The code reads:

U27Q2W6302766

That's the ATPO number and Intel's system can get the FPO number from there. That's how I was able to fill my RMA request form (I used the ATPO number on both ATPO and FPO fields and it automatically corrected the FPO field when I submitted the form).

I know your comment is from 6 months ago, so I don't know if you already got that resolved.

[ManCaveMike]

yeah they finally read it and accepted the rma after a hell of a time having to get them to read the number.