I own an Intel DP35DP motherboard. It was having problems with the RAID controller but other than that the board was working fine.
I called intel tech support and was asked to send the motherboard to penang (malaysia) because it will be replaced.
A prepaid airwaybill and documentation arrived after several days so that I can package my motherboard to penang.
I took pictures of the motherboard before sealing it and sending it away for shipping just in case.
2 days later I get a call from intel tech support telling me that they are now testing the board and making sure the board does have a defect. I confirm if everything is in order and a lady named jamie told me that its already being processed for replacement.
3 days later they call me up and told me that there's a problem with the board - they are voiding the warranty because there's 'physical damage' on the board - they claim they have sent pictures but i have not gotten any.
2 days later only 1 picture arrived, and it was blurry- it was showing a red arrow to where they found the problem.
I was in touch with intel the whole time. They deny that the motherboard is undergoing repairs as per the first agent's status update and now intel claims that the board was damaged before it got to them.
I sent them pictures of the board before it left manila. its clear on the pictures that the motherboard is intact and was blemish free.
I did not get any word from intel for 1 week.
An Intel agent called me up and told me that an investigation is ongoing regarding the motherboard incident then after 3 days, that same agent called me up and told me that their decision is final - they are not replacing the board and voiding the warranty.
I was in touch with fedex (the shipment party) and told me that everything went according to plan - no damage on the board was found from the moment they packaged it to the moment they delivered it. Fedex claims that the depot in penang actually opened the motherboard and started working on it
I asked about the first call of the first agent who called me and told me that it will be replaced and its already being processed for replacement = the agent told me they do not see it on their records of such call and transaction happening
they sent me back my board with a physical defect and subsequent emails and calls to intel are now being ignored and my pleas to be transferred to the complaint department is being denied
this is absolutely preposterous and very much unprofessional
during my last call to intel just a few hours ago, the same agent named jamie even told me I was the one who damaged it.
All i want is that Intel play fair and if they damaged the board, they should acknowledge it and not hide behind policies and technicalities.
I just want my board replaced because i sent it in good faith and in working order.
Now i have a dead board that wont even turn on, which is worse than when i sent it to them.