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The original was posted on /r/hardware by /u/MajorHop on 2024-09-12 01:32:37+00:00.
So, I have been dealing with the nightmare that is Intel’s outsourced incompetent customer service for two months now over my broken i9-13900K. I have documented everything along the way as a CYOA, and at this point it’s all quite absurd. I get better customer service from a self-checkout at a Walmart than Intel.
In April I began to experience some serious system problems, blue screens, memory errors, games crashing, and then when it came out that Intel’s 13th and 14th Gen had flaws, I began to wonder if my CPU was affected. I never bothered overclocking or deviating from standard Z690 Motherboard settings on my MSI Tomahawk, so I was skeptical. In mid-July I turned on my PC unable to boot into any form of windows, I had to restore a complete backup and Filed an RMA on July 24th. I luckily had kept my CPU box and was easily able to provide the info from it.
Between July 25th and August 15th, I exchanged emails with Intel’s customer support verifying that my issue was indeed the CPU (They asked me to verify my motherboard settings and CPU info amongst other things) They gave me the option of:
Cross-shipping: Which involves paying upfront for a new CPU and shipping until they receive the one you sent, after which they refund you
Or doing a standard RMA in which they send a pre-paid shipping label and send you a replacement CPU after verifying the one you send in.
I went with the standard RMA, figuring I could work off my laptop for 2 weeks until I received my replacement. BIG MISTAKE on my part.
Intel sent me a pre-paid UPS label and I shipped my CPU to them on August 17th
On August 27th Intel emailed stating they were out of stock of i9-13900K’s and offered me a i9-14900K. Cool the microcode update for my motherboard had been released at this point and it was an upgrade. The catch was they were out of stock of the 14900Ks also, with a 4 to 5 week wait estimated for re-stock. They also offered a refund if I could provide an invoice for the CPU. At this point if I could find my invoice, I probably would have gone this route, but I think I did a guest checkout from Central Computers back in October of 2022, so I was unable to find it.
I said I’d take the upgrade and wait. On September 1st Intel emailed saying they had stock of the 14900 and asked again if I wanted to do this option. Well, it’s not like I had any other option so I said yes! Please send me the CPU! The next day I get a new email asking if I want to do a standard RMA or Cross ship. What the hell? I email asking what is going on. 2 Days later they closed my RMA ticket with no update and no shipping.
At this point I’m pretty upset, so I call the customer service number determined to stick it out. After 3 hours on hold I finally get an agent who looks into my case, saying it was a “System Error” and she opened a new RMA ticket refencing the old one on September 4th.
I don’t hear anything from intel until today on September 11th, Intel says they are preparing to send out my replacement and to expect tracking info within 24 hours.
They sent me tracking info alright, they send a UPS pre-paid return label to me and marked that as the shipping info on my RMA ticket.
I’m at a loss for words, I was team blue for the longest time, using intel CPUs in every build for the past 10 years. I don’t think I will be using them again, and am considering taking them to small claims court at this point.
TLDR: Intel’s RMA process is complete garbage and I’ve been jerked around for almost 2 months and cant trust them at all after multiple errors and cancellations and am still out my CPU.