Help, Hardwarevresand.de returned my faulty Motherboard

Vandango

I got some recent advice in the off topic thread RE:returning a faulty motherboard. I had a faulty CPU fan header and returned it to Hardwarevresan.de.
After hearing absolutely nothing aback from them, no emails ect. The motherboard arrived back this morning with this attached note....

Sehr geehrter herr
anbei übersenden wir ihnen den reklamierten artikel zu unserer entlastung zuruck. Es liegt ein mechanischer schaden vor, der durch die garantiebestimungen des herstellers nicht mehr abgedeckt wird:
cpu sockel ist durch unsachgemabe handhabung beschadigt sockel pins verbogen
Mit der Bitte um Ihr verstandnis

Mit freundlichen Gruben

Translated with Google...

Dear mr....
attached we will send them the claimed items back to our relief. There is a mechanical damage, which the manufacturer is no longer covered by the European warranty:
cpu is socket by unsachgemabe handling base damaged pins bent
With the request for your understanding
Yours pit

The two words in bold did not translate properly and make no sense, does anyone know they are?
Can anyone figure out what this means? - attached we will send them the claimed items back to our relief

I sent this MB back with a faulty CPU fan header and now the MB is a returned with them claiming there are some CPU socket pins bent. I have looked at the board and I can’t see any bent pins, but if there are some, the damage must have happened during shipping.

This board wasn't cheap and I can’t afford to waste €270 on a pile of crap. So can someone please tell me what my next move should be?

miece16

can you post a pic of the cpu slot here so we can see?

Vandango

miece16 wrote: »

can you post a pic of the cpu slot here so we can see?

In the top right corner I've circled a couple of pins that are bent.



These were not bent when I packed it off to Germany.

It was being sent back for a faulty CPU fan header and it comes back to me with bent pins.

I am right in saying that the PC wouldn't have worked with these bent pins?

Because if so, I have takien some pictures of the Bios CPU fan error messages, that would prove the pins were fine and working before I posted it back.

game4it70

Bent pins can cause all sort of problems.I wouldn't rule it out as to being the cause of faulty header.
The pc can sometimes work with bent pins.

If you take your time you can fix them as they are not to bad.

Even if you 100/% sure that they where straight when you sent it back you find it hard to get it sorted by hwvs imo.
Did you put the plastic cover back on the socket?

Vandango

I'm a 200% certain the pins were perfect when I packed if off. I did put the plastic cap back on, but I had to use some foam to hold it in place over the socket. Because the holding clips were damaged after I removed them during the original install.

My brother built this PC for me and he would be a regular builder like a lot of you lads in here. So I wouldn't know where to start, to go messing with bent pins. But as I said, the CPU fan header was faulty when there was no evidence of any bent pins.

Hardwareversande said the manufacturer is no longer covered by the Eurepean warranty. So does anyone thinks I could send this back to ASUS directly for a replacement/refund?

game4it70

Asus will charge you to replace/repair the socket.

I'd try to repair it tbh as its not that bad provided the pin on the 2nd row hasn't snapped off.

Cool_CM

The bold bits mean:
unsachgemäße Handhabung = improper use/handling
Mit freundlichen Grüßen = Kind regards

Also the first bit means that they have returned the goods to you at their expense (as opposed to charging you for the postage).

Vandango

game4it70 wrote: »

Asus will charge you to replace/repair the socket.

Let's just say for arguments sake, say the pins were bent from the start. Couldn't I tell ASUS this and would they be obliged to replace the MB?

game4it70 wrote: »

Asus will charge you to replace/repair the socket.

I'd try to repair it tbh as its not that bad provided the pin on the 2nd row hasn't snapped off.

I wouldn't have the experience or confidence to try and repair it. And just after chatting to my brother who built it, he again said he's nearly certain the pins were perfect during installation.

I don't think it's worth it anyway, because that CPU fan header fault existed before the pins were bent.

The damage to the pins must have occurred in transit, so I'm going to try and claim back something from An Post for that damage.

Vandango

Cool_CM wrote: »

The bold bits mean:
unsachgemäße Handhabung = improper use/handling
Mit freundlichen Grüßen = Kind regards

Also the first bit means that they have returned the goods to you at their expense (as opposed to charging you for the postage).

Thanks for the translation there. So nice of them not to charge me, considering it cost me €54 euro to send it back to them.

game4it70

Vandango wrote: »

Let's just say for arguments sake, say the pins were bent from the start. Couldn't I tell ASUS this and would they be obliged to replace the MB?

I'm fairly sure that they wont replace for free.These companies tend to blame bent pins on user error and will refuse rma.

It is very hard to damage pins if the cover was put on correctly.But since you used foam to hold it in place it might have come lose in transit.

Did you take the retention bracket off the mobo?

Vandango

game4it70 wrote: »

I'm fairly sure that they wont replace for free.These companies tend to blame bent pins on user error and will refuse rma.

It is very hard to damage pins if the cover was put on correctly.But since you used foam to hold it in place it might have come lose in transit.

The MB cost €270 and would you have any idea of what kind of cost would be involved in them doing that?


How do you fix bent pins? What tools do you need? And would a computer repair shop be able to do it?

game4it70 wrote: »

Did you take the retention bracket off the mobo?

If you mean by retention bracket, that removable plastic cover that protects the socket then yes. But I couldn't clip it back on to secure it, so I had to put foam on top of the plastic cover to keep it in place when I shipped it.

The MB was encased in a hard plastic cover that it came boxed with, I then wrapped in layers of bubble wrap and then surrounded layers of folded cardboard.

For all I know, the pins could have been bent by Hardwareversand and that's the only logical conclusion I can come. Unfortunately, I can't prove it.

game4it70

For all I know, the pins could have been bent by Hardwareversand and that's the only logical conclusion I can come. Unfortunately, I can't prove it

Is it possible that when putting the plastic cover on you may have damaged the pins?
They can be a pain to fit right and i've done it a few times thinking that it may bend the pins with the force i had to use.
Going by the way you packaged it,it sounds very unlikely it was damaged in transit.
As for Hardwareversand yeah it could have been a member of staff that bent them but as you say there is no proof either way.

The MB cost €270 and would you have any idea of what kind of cost would be involved in them doing that?

No idea sorry,but i'd imagine it wouldn't be cheap when you add the shipping costs too.

How do you fix bent pins? What tools do you need? And would a computer repair shop be able to do it?

I've use an old plastic credit card and a scalpel.Some people use a mechanical pencil without the lead to bend them back.
Patience,good lighting,steady hands and a magnifying glass all help.

I'd imagine if a repair shop said they would fix it would be under conditions like "if we brake it were not responsible"

Vandango

game4it70 wrote: »

Is it possible that when putting the plastic cover on you may have damaged the pins?

I don't think so, You know how that plastic cover is raised and it then sits on top of the metal retaining surround. So it shouldn't have got anywhere near the pins. But I was mindful of using too much pressure anyway.

game4it70 wrote: »

I've use an old plastic credit card and a scalpel.Some people use a mechanical pencil without the lead to bend them back.
Patience,good lighting,steady hands and a magnifying glass all help.

I'd imagine if a repair shop said they would fix it would be under conditions like "if we brake it were not responsible"

Thanks again, but I think I'll try the repair shop option. As it is, I'll be ordering a new MB soon. Unbelievable when I think about it. Some bollocks damages the pins and I have to get a new MB.:(

SterlingArcher

1 word. Amazon.

Calibos

SterlingArcher wrote: »

1 word. Amazon.

Yeah, starting to think that way myself. 2 out of my last 3 builds for family/friends were from HVS. The third was Amazon only because HVS didn't have the parts I wanted.

However, Several parts for one of the builds were RMA'able for various issues but the email support and redials to talk to an english speaker made me give up and put up with the issues. (Coil Whine on PSU, Fan controller failure of Corsair H100i, Fan controller failure of Corsair 600T case) One of my brothers GTX580's died and he gave up getting it replaced. Now I wouldn't have given up so easy but its his money. But its all a reminder/stark contrast to Amazon where its a super easy process to get paid rma return shipping to their Irish returns centre no questions asked.

I don't think the savings from HVS are worth the hassle at purchase time with the bank transfers or worry about returns anymore for me.

Vandango

SterlingArcher wrote: »

1 word. Amazon.

Hindsight is a great thing, but the reason I went with Hardwareversand was, the motherboard I purchased was €55 euros dearer on Amazon. Now after the fact, I regret it. But I never could have seen this crap coming tbh.

Spoke to An Post yesterday, they said they'ii track it back to Germany. But if nobody reported any damaged to the box, then I'll get nothing off them.:(

srsly78

Amazon can be dicks about returns as well. They try to only give a 1 year return period, anything over that and you have to threaten to sue them. After many emails they usually cave in tho.

SterlingArcher

Vandango wrote: »

Hindsight is a great thing, but the reason I went with Hardwareversand was, the motherboard I purchased was €55 euros dearer on Amazon. Now after the fact, I regret it. But I never could have seen this crap coming tbh.

Spoke to An Post yesterday, they said they'ii track it back to Germany. But if nobody reported any damaged to the box, then I'll get nothing off them.:(

Does suck man. And I feel your pain. Hwvs would be perfect if only they upped their game, customer service is Pish pot poor.

Son Of A Vidic

SterlingArcher wrote: »

1 word. Amazon.

Put together a new build a few weeks back, got everything from hardwareversand apart from the AIO cooler, which I purchased through Amazon. Returned the AIO because it was faulty and I got a refund. Reading about the hassle the OP has had, I suppose I can count my blessings that the AIO was purchased through Amazon. But I probably saved €350 - €350 euro buying everything else from Hardwareversand. But looking at the OP's experience, it would make me wary in future.

Redfox25

In fairness, HWvs probably sell a few hundred thousand items each year.
A few will be faulty, that's the law of electronics really.

Plus if they are slow on customer service the customer may bugger off and not look for the refund and that's a win for them.
Still would be nice if they were consistant at least. I returned 2 items , first one , slight bit slow but no bother.
Second one was another story.

Vandango

Since I'm replacing one damaged MB with a different model from the same manufacturer. Would I get away with installing the new MB and just using the SSD, with the OS I installed a few weeks back? Or would I have to do a new install onto the SSD?