Trying to file warrenty claim, support doesnt believe me.

[Zev]

Simply put, i ran into issues with my i9 13500k.   I am getting 0xc0000005 error, and at first it was rare, but now its common.   I tried to reset my OS, but still the issue.   I do a clean install of Win11, still issues.  I try other things like deactivating security, changing out the memory, still nothing.  I assume its a win11 issue, so i install windows 10.  Its fine for a few days, but then the issue comes back.   I try installing it again, and it failes the install with that error code.   So, i bring it to microcenter.   While i am there, they try installing windows and it errors out.   They take it in, test the parts out individually, and come to the conclusion, its the processor.

I was running into the salesforce login bug they had last week, so i explained this all to the chat agent who wrote my ticket.

I get a response now saying that  they cant contact microcenter to confirm this, and they need me to get the documentation from them .   They also say that this is an OS issue and not a processor issue.  So, if this is an OS issue, 5 installs between Win10 and 11, i doubt its an OS issue, but that would mean they believe MicroCenter is lying.  OR that i am lying about it all.

I am at a loss.  They dont believe me and want me to spend a while getting documentation from them , for which they just told me that they are wrong.   Anyway, i am frustrated that this whole process has taken me over 2 hours in dealing with Intel support so far.  Maybe i am just overracting, but here is theemail  response they have sent me after that 1 hour call with screenshots of my chat conversation with Microcenter stating its a CPU issue, screenshots of the bios showing all my system info, screenshots of the processor itself, screenshots of the error.

Let me know if i am just overreacting.  This just seems excessive.  Its been 6 days since i first started this, and this is the response i get.

Hello Michael,

We hope this email finds you well. We appreciate your business and are committed to providing you with the best possible service. We are writing to inform you about an important requirement for the replacement process of your faulty CPU.

After reviewing your case with our Product Support Engineer, it has been determined that a diagnostic test performed by a qualified expert from necessary is necessary. And upon checking we our management team we are not allowed to contact Microcenter for this kind of concern. This test specifically aims to identify and confirm the faultiness of the CPU. We kindly request your cooperation in understanding the significance of this step, as it will contribute to a smoother and more efficient replacement process.
 

Additionally, is it possible to get full documentation on the person that you are texting with? Since you mentioned that he was from Microcenter, you can also provide it via email or text message, especially the exact model of the other motherboard used in this CPU.

Given that the symptoms that you provided are leaning towards an OS-related issue, we need to make sure that replacing the processor is the best option to resolve the issue by providing the resolution that was performed by the Microcenter. If not, then we need full documentation and to take the necessary troubleshooting steps for the current issue with the processor from this article below.

• Blue Screen Error (BSOD) While Using Intel® Processors

• Application Error (0xc0000005)

 

Should you have any questions or require further clarification regarding this requirement, please do not hesitate to contact our Customer Support team. We are here to assist you throughout the process and address any concerns you may have.
 

Thank you for your understanding and cooperation. We look forward to working with you to resolve this issue and provide you with a satisfactory solution.

Best regards,

Lord Chauncey M.

Intel Customer Support

[Alberto_R_Intel]

Zev, Thank you for posting in the Intel® Communities Support.

We apologize for any inconvenience and we will be more than glad to assist you with this matter. 

For this scenario, first, in order not to provide false expectations, it is important to mention that the warranty process is started/done by getting directly with your local Intel® department. A warranty replacement process cannot be done through this support channel.

With that in mind, I just wanted to let you know that I found the case you are referring to in our database, so, I will do an investigation on this topic to verify how we should proceed in order to assist you in the best way possible. 

For us to be able to start the investigation, could you please confirm the model of your processor? The i9-13500K processor is not showing in our database:

https://ark.intel.com/content/www/us/en/ark/search.html?_charset_=UTF-8&q=13500

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[Zev]

In my ticket they should have uploaded my picture of the processor itself. It is the 13500k, I saw I didn't need to register it. I can if needed though. I have proof of purchase too if that's needed.

I am just clueless on this whole process. This is my first time going through warranty with Intel , and so far it's been the worst experience out of every manufacturer I have delt with. Systems are not working right, engineers not even reading the ticket just scanning for key words and defaulting judgement and delaying. It's been 2 weeks, and all I have is an email from y'all saying you think Microcenter and me are wrong and Intel is not at fault. How much longer am I going to need to wait? I already know it's at least 2 more weeks once you even accept it , so I can send you back mine and you can send me a new one.

So, how much longer is this going to take?

[Alberto_R_Intel]

Zev, Thank you very much for your response.

Yes, I was able to find the pictures you are referring to, and actually, the model of the processor is i9-13900K, not 13500k as you are describing on this thread. That is the reason why it was not showing in our database, keep in mind that it is essential for you to provide the most accurate information for us to be able to properly assist you.

We will do further research on this matter to confirm how to proceed with this scenario. As soon as I get any updates, I will post all the details on this thread.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello Zev, I just received an update on this matter.

After reviewing this scenario, based on the fact that you already have a ticket in progress, we actually recommend to keep checking the updates provided on that case, they will further assist you with all the information you need about this subject.

Regards,

Albert R.

Intel Customer Support Technician