CPU Socket Sandy Bridge

[Sysadm]

I would have put this in a motherboard section but there doesn't seem to be one?

Basically the problem is that I have an Asus P8Z68-V PRO motherboard which I bought brand new from Ebuyer. It arrived with bent pins on CPU socket but having searched on google, 90% of the time the reseller and manufacturer try to say this is user damage so I tried to install the CPU anyway. To my horror the pins fell out!! I contacted Ebuyer and they said they would have swopped it out before I put the cpu in (probably not likely) but not after. Obviously honesty doesn't pay! So I contacted the manufacturer to be told I wasn't getting any warranty etc. I said I would pay them to repair the board and they said that they cannot repair the board and I should find a local PC repair center. There is no support for motherboard in the UK. I either have to call America or use the RMA page which takes 2 days for each reply. I only bought the board becuase it was Hexus recommended and now I find the manufacturer offers little or no support.

Rather than having an £150 paper weight, can anyone advise on who can repair an LGA1155 socket or have I lost my money?

Thanks for reading.

[kalniel]

It arrived with bent pins on CPU socket but having searched on google, 90% of the time the reseller and manufacturer try to say this is user damage so I tried to install the CPU anyway.

Madness

Rather than having an £150 paper weight, can anyone advise on who can repair an LGA1155 socket or have I lost my money?

I can't imagine that any repair would be cost effective compared to getting hold of a second hand board.

You might have some luck saying you followed the user instructions carefully and completely, yet the product was not fit for purpose. It would be up to ebuyer to prove that you had caused the damage through misuse rather than it being an inherent fault. If you took care when installing the CPU and there are no signs of mistreatment/misuse (get as much evidence of this as possible) then you should be able to RMA under sales of goods act. State clearly that you have used the board only in accordance with the instructions and include evidence suggesting lack of misuse.

[Sysadm]

Thanks for your reply.

I'm not sure what evidence I can give them? I've spoken to two reps now and nobody will budge. Their argument is that the motherboard should have been returned with the initial damage but because I damaged it further by installing the CPU, its now my fault. I wish I'd bought it from Scan instead and took out the insurance.

Worst case, I'll have to replace it at my expense As Asus is useless, what can I replace the board with that is of similar spec?

[kalniel]

Thanks for your reply.

I'm not sure what evidence I can give them?

A hopefully otherwise pristine socket area, no signs of over pushing the CPU cooler pins etc. Remember in the first 6 months it's for them to provide proof that you have misused the product. You (rightly) claim you installed the CPU according to the instructions and that any damage was not caused by you deviating from the instructions. They have to prove that you didn't follow the instructions or otherwise misused the product.

but because I damaged it further by installing the CPU, its now my fault.

You followed the instructions. If the product was not initially faulty you could not have done further damage.

Worst case, I'll have to replace it at my expense As Asus is useless, what can I replace the board with that is of similar spec?

The socket will be from Foxconn, same as every board out there.

[badass]

A hopefully otherwise pristine socket area, no signs of over pushing the CPU cooler pins etc. Remember in the first 6 months it's for them to provide proof that you have misused the product. You (rightly) claim you installed the CPU according to the instructions and that any damage was not caused by you deviating from the instructions. They have to prove that you didn't follow the instructions or otherwise misused the product

This is a very good point. Provided you are asking for repair/replacement and not a refund, the onus of proof is on the retailer to prove you caused the damage. Prove in this respect is "on the balance of probabilities"
Provided what has been posted here is a complete and accurate enough account, I'd say the OP is in for a fighting chance of getting a repair anyway.
Contact consumer direct (the consumer part of trading standards) for more advice.

[Sysadm]

Thanks for your advice guys, much appreciated. It's worth a shot I guess. I sent this to them:

"Thank you for your response.

Unfortunately I could not report the damage to you with the 7 day period because City Link had not given me my consignment in time. This was due to a redelivery and because of the bank holiday.

I have asked for advice on this situation because approx. £150 is quite a lot of money to just simply write-off, especially since this isn't 100% my fault.

All instructions from the manufacturer we're followed carefully and completely and under normal circumstances a few bent pins should not affect the performance of the device as long as the CPU can make a connection with the socket. Due to the initial bent pins, the pressure of installing the CPU had caused the pins to break away from the CPU socket deeming in this instance not fit for the purpose intended. The purpose of the CPU socket is to house the CPU and connect it fully to the motherboard which it is no longer unable to perform. In this case, it is the responsibility of Ebuyer to prove that the damage was caused though misuse rather than the inherent fault causing the damage. I can assure you that the board with the exception of the CPU socket pins is in pristine condition and has not been mistreated.

I think Ebuyer could do more and I am a little disappointed at the response."

[Sysadm]

This is their response...

Thank you for your response.

As you was awear that the bent pins were an issue, you would need to inform
ourselves of this so that we can resolve this. However, as this has been
used, we are unable to take this back as there have been more damaged
caused.

Again, I apologise for any inconvenience or annoyance caused.

[smithmr8]

Had a similar problem myself, with a purchase off of ebay. Brand new mobo, but didn't have one of those plastic pin protectors on. Tried to fit the CPU, but it made things worse. So I told them it was damaged on arrival, due to the lack of the pin protector (left of my part obviously. No guilt as it was broken already) and was shipped a new one out.

For future reference, don't be honest. If it was already broken, you should get it dealt with. Should definately not try to use it still. But hey, we learn from our mistakes. Could eBay the board for spares if you can't return it. Someone will buy it.

[Sysadm]

Yes, I thought ebaying it off would be the last resort. I called a local PC shop and they said "nobody repairs pc's these days and I don't know who does". What is it worth in its current condition?

I might have well just said there are pins missing from the cpu socket.

[Sysadm]

Going to try a 50/50. Surely this is fair to everyone involved?

To be perfectly honest Hayley, if I'd reported the pins as being bent, I would have received the exact same response as "user damage". You only have to google it to find out that this is true in most cases. I'm sure you’re perfectly aware of this from your own experience. The installation of the CPU is just a technicality you are using to avoid repairing/replacing the product. The socket was damaged either way regardless of the before or after. The repair would still have to be the same - The LGA1155 socket would have to be replaced. There was a forum post about Ebuyer not replacing a motherboard with a faulty memory slot because there was a bent pin in the CPU socket so I knew Ebuyer would find any excuse not to replace the board. If you were ASDA and not Ebuyer, would I be having this problem? Highly unlikely. Their customer service ethics are different. It's like saying that you bought a DVD player that was making a funny noise but you still but a dvd in it to see if it worked rather than sending it back to the supplier immediately, therefore causing damage. The DVD is is perfectly acceptable media (as is a CPU for a motherboard) but because of this technicality, your not getting your device repaired or replaced. Would you be happy about that? Probably not.

I can understand where you are coming from but it’s not good customer service is it? Not once have I been referred to someone who can repair it, even at my own cost or offered to contact the manufacturer on my behalf to find a resolution. You have a "technical department", why are they not assisting your customers?

Ebuyer sent me a faulty product of which may have been made worse by the installation of a CPU. In this case I think a 50/50 split of the cost or a replacement board at cost price (what Ebuyer pays the supplier for it) is fair for both parties involved. I'm not after ripping Ebuyer off, I just want a fair deal. As it stands now, I’m the only one being ripped off.

Perhaps you should offer installation insurance like your competitor Scan. At least then everyone is covered. If I bought the motherboard from Scan I would have a working system by now.

[Sysadm]

They still won't budge. What a disgrace this company is. Unfortunately they forgot about my business account so they are going to lose thousands for the sake of £150. Shame on them.

[CAT-THE-FIFTH]

Maybe you should tell them that and see what happens.

[Sysadm]

She had a word with her "colleague" and still refused. It reminds me of Savastore the way they are acting. Of course they went bust. I haven't replied since because she just repeats the same old rubbish time and time again.

Thank you for your response.

I have looked into this further with my colleague and we would not be able
to contribute to any repair done to this item. The damage done to the item
would be classed as customer damage, as this was not reported before
installing the item, which is not valid under your warranty.

Again, I apologise for any inconvenience or annoyance caused.

[dean n91]

That's terrible. :/

Have you spoken to your citizens advice bureau? They'll be able help you draft a letter of complaint. I wouldn't let this go. £150 is a lot of money.

[Sysadm]

No not yet. Do you think its going to be worth it? I can't see them backing down even to the CAB. They will suffer through loss of sales but I'd like to see them suffer more because of this.

[badass]

Contact consumer direct (the consumer part of trading standards) for more advice.

Is the advice I gave. You can either take the advice or ignore it.