Warranty support question - need help with a request process that seems to have failed

[jlpdx]

How can I get help or check status for a refund that was supposed to be issued before the ticket was closed by intel prematurely?

I have gone through the warranty claim process and was told my CPU was received and evaluated and that it qualified for a refund.

The last communication I had was two days ago with Support saying a refund specialist will contact me.  While waiting for that to happen intel closed the ticket saying they never received the CPU. I have tracking info from UPS showing it was received.

I've been a big intel fan for as long as I can remember going back to my days as a kid tinkering with CPUs back in the days of 386s.  I've recommended Intel to family, friends, employers all through my career.  So far this RMA process ranks up there with the worst I've had to experience and I am hoping intel can fix this and keep me recommending Intel for many years to come.

Can someone please help me out and get my request through to completion? I can provide  my ticket number out of band

[jlpdx]

Hello Community,

Happy Friday, Just checking back in

I've still not heard back from Intel support after my ticket appears to have auto cancelled itself

Does anyone know if intel support employees are active in this community that might be able to help me or know how I can get in touch with someone at this massive company that can help?

TLDR:

My cpu died in March within the warranty period.  

03/22/2022 9:52 AM I contacted intel support  and worked with Isaac 

I jumped through the hoops and got the RMA authorized ( I could have opted for a refund here but was told I would get a like or better CPU so took that option as the rest of system checked out fine)

3/23/2022 I sent the CPU back.

3/28/2022 I received UPS tracking the CPU was received by intel

04/02/2022 I waited until this day and after not seeing an update I requested one through the ticketing system

04/04/2022, 04/06/2022 Based on the replies from Stephanie @ intel  it sounded like the depot had lost or at least couldn't locate the CPU and were looking for it.

On 04/08/2022 I requested another status update

On  04/12/2022 I was asked for valid proof of purchase , which I provided the same day, also during this exchange I asked about strange emails Intel was sending me about my CPU never being received  and Stephanie from intel said "The email that your received is sent automatically by our system, please disregard as you have sent already the defective unit"

On 4/14/2022  Stephanie from intel said

"Thank you for your patience. The following is to inform you that the replacement unit has been released. You will receive a notifiation when the unit has been shipped with more details."

on 4/15/2022 Stephanie said

"Thank you for your patience. The following is to inform you that as per planners report the processor you are requesting under BX#####9700K is currently out of stock, in order to send the parts, with no estimated time of arrival.

The alternate warranty option available is via Refund. In order to move forward with this request, please indicate which refund option works best for you."

on 4/18/2022 I replied with information needed for the  warranty refund.

on 4/18/2022 Stephanie from intel said

"Thank you for providing the beneficiary information.

We have escalated your order to the refund specialists for them to continue working on your case for the total amount of $.... USD.

Your refund case# ###### has been created.

Our refund specialist will continue with your refund and you will receive the tracking number of the shipped check."

on 4/20/2022 I received auto generated emails from Intel saying my request was cancelled due to intel not receiving my CPU and have not received any tracking info related to the refund

The ticket entered a cancelled state and now I can no longer correspond with support.

looking at the details for the "Support Request Status" it says cancelled and says this for details

• Awaiting return from customer Part has not been received by Intel.
• Cancelled Identified as duplicate and cancelled.
• Delivered Part verified as delivered by carrier.
• In-Process RMA has been submitted to Intel.
• Shipped Part returned to Intel. Replacement shipped by Intel.
• Part received by Intel Part received by Intel.

Something appears broken with the warranty process and now I think I am in limbo without the failed processor, without a replacement, and without a refund....with no way to get back in touch with the people that were helping me.

[Steven_Intel · Accepted solution]

Hello jlpdx,

Thank you for posting on the Intel® communities.

I recommend you to contact Intel Customer Support to get assistance on your warranty. Here are pages where you can look up contact information, including local/country phone numbers, by geography: 

U.S. and Canada: Intel Customer Support https://www.intel.com/content/www/us/en/support/contact-support.html 

Europe, Middle East and Africa: Intel Customer Support EMEA https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html 

Asia-Pacific: Intel Customer Support APAC https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html 

Latin America: Intel Customer Support LAR https://www.intel.com/content/www/us/en/support/contact-support/lar-contact.html

Please keep in mind that this thread will no longer be monitored by Intel. Thank you for your understanding.  

Best regards,

Steven G.

Intel Customer Support Technician.

[jlpdx]

Thank you. That got me in the right area and I was able to get in touch with someone. I found the chat option here.

https://www.intel.com/content/www/us/en/support/contact-intel.html#support-intel-products_873:873