Warranty portal broken, can't submit a request for 13700K

[pulgueta]

I tried submitting a warranty request for a degraded 13700K I own but the website is down and seems like Intel won't let us submit tickets or something. I couldn't find anywhere an email to manually send the request so I had this last resource to seek for help.

On my dashboard seems like the ticket was created but for product "null". Either way I will paste the information here so if someone from Intel can see it I hope I can get some help.

Issue description:
PC crashes games or throws BSODs when gaming or doing
professional/casual work on Adobe or 3D programs; have noticed a
degradation of performance mainly in games (can see lower FPS)

Upgraded to the latest BIOS and applied “Intel Default Settings”?
Yes

What steps were taken to troubleshoot this issue?
None, happens randomly

Memory manufacturer & model:
Corsair Vengeance RGB DDR5 32GB 6400MHz

Do you see any physical damage on the processor?
No

BIOS Version:
American Megatrends International, LLC. H.70, 27/09/2024

Batch number (FPO):
L308D582

Serial number (ATPO):
M33H5N3002826

[pressed_for_time]

You could try downloading and running the Intel Processor Diagnostic Tool which is available from here . This will stress the CPU from the outset. It will test every aspect of the processor and at the end will give a PASS/FAIL result. Based on what you are saying it should produce a FAIL which may help with your warranty claim.

[JohnM_Intel]

Hello pulgueta,

Thank you for raising this concern with us. I apologize for the inconvenience you experienced with the website. No worries, I’ll be assisting you through this thread, and we’ll proceed with investigating the issue so we can determine the next steps.

To help me better understand the situation, could you please provide the following details:

• What is the exact model of the motherboard?
• Did you notice any physical damage on the processor?
• Was the processor purchased less than 30 days ago? (If it’s within 30 days, it’s best to request an RMA from your place of purchase, as they can provide a replacement unit immediately.)
• Did you overclock the processor? Please note that overclocking the system, including voltage or frequency beyond the processor’s supported specifications, voids the warranty.

Best regards,

John M.

Intel Customer Support Technician

[pulgueta]

Hi John, thanks for replying.

MOBO is an msi Z790 Gaming Plus WiFi.

No, I haven't taken out the processor since last maintenance (~6 months ago), however, issue has been happening since the last year, but thought was lack of maintenance.

No, it was purchased in 2023.

I've never overclocked the processor, always have been at its base speed or functioning.

[JohnM_Intel]

Hello pulgueta,

I hope you’ve had a chance to review the information I shared. Please let me know at your earliest convenience so we can determine the best course of action to efficiently resolve this matter.

Hope to receive an update so we can proceed accordingly.

Best regards,

John M.

Intel Customer Support Technician

[JohnM_Intel]

Hello pulgueta,

Thank you for providing all the information I requested. Upon checking your initial post, it appears that you’re currently using BIOS version H.70, which was released on September 27, 2024.

After further checking on the motherboard manufacturer’s website for the Z790 GAMING PLUS WIFI model, I found that the latest available BIOS version is 7E06vH9. To proceed with the next steps, I highly recommend updating to this latest version to help isolate the issue.

Once you’ve completed the update, please let me know if the issue still persists.

Best regards,

John M.

Intel Customer Support Technician

[JohnM_Intel]

Hello pulgueta,

I wanted to follow up to see if you had a chance to look over the information I posted. Your feedback at your earliest convenience would be greatly appreciated so we can move forward with resolving this matter.

Best regards,

John M.

Intel Customer Support Technician

[JohnM_Intel]

Hello pulgueta,

I have not received a response from you, so I will close this inquiry. If you require further assistance, please submit a new question, as this thread will no longer be monitored.

Best regards,

John M.

Intel Customer Support Technician

[JohnM_Intel]

Hello pulgueta,

I have not heard back from you so 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,

John M.

Intel Customer Support Technician