AMD warranty waiting time.

[Venom]

I think this question relates to Australia only but it would be good to see
if it might be a worldwide thing with AMD and the speed of their warranty.
This bit of info comes by way of the warranty returns fellow at my favourite
computer spare parts store who is handling my warranty claim. This depends
on working days of course but generally if you hand him a dead Intel CPU
today you will have a new one back in 3 or 4 days. If you hand him a dead
AMD CPU today you will be without a CPU for a couple of months at least.
The CPU in question is an Athlon64 which are still current to the best of my
knowledge so I don't think there is a problem there. If this CPU was in a
business computer or a home computer, being without a CPU for that long is
out of the question so the quick fix is to buy a cheapie Sempron just to
keep running with untill your original warranty CPU arrives. In my opinion
this almost defeats the purpose of warranty. I have heard of companies
stuffing you around severely with your warranty that you just go away and
buy a replacement part whatever that part may be. Is this how AMD keep their
prices cheaper than Intel? Any ideas out there?

 

[Gojira]

I think this question relates to Australia only but it would be good to see
if it might be a worldwide thing with AMD and the speed of their warranty.
This bit of info comes by way of the warranty returns fellow at my favourite
computer spare parts store who is handling my warranty claim. This depends
on working days of course but generally if you hand him a dead Intel CPU
today you will have a new one back in 3 or 4 days. If you hand him a dead
AMD CPU today you will be without a CPU for a couple of months at least.
The CPU in question is an Athlon64 which are still current to the best of my
knowledge so I don't think there is a problem there. If this CPU was in a
business computer or a home computer, being without a CPU for that long is
out of the question so the quick fix is to buy a cheapie Sempron just to
keep running with untill your original warranty CPU arrives. In my opinion
this almost defeats the purpose of warranty. I have heard of companies
stuffing you around severely with your warranty that you just go away and
buy a replacement part whatever that part may be. Is this how AMD keep their
prices cheaper than Intel? Any ideas out there?

The problem for AMD is they don't have the production capacity to keep up
with demand,especially with recent price cuts.
They're scrambling to catch up with Intel,who are much larger and are
pulling ahead with the Core 2 Duo's,which are not only faster but are
competitively priced.

 

[Venom]

of
The problem for AMD is they don't have the production capacity to keep up
with demand,especially with recent price cuts.
They're scrambling to catch up with Intel,who are much larger and are
pulling ahead with the Core 2 Duo's,which are not only faster but are
competitively priced.

According to my bloke at the spare parts store AMD is going for another
price drop shortly to try to keep Intel on it's toes but this shouldn't have
any effect on warranty. It is good for us that AMD is there as competition
for Intel because if AMD were to go belly up then Intel would be charging us
$1,000 for a lowly Celeron and I hope this never happens.
All I was really asking was is it more or less worldwide that AMD take so
long to honour their warranty or is it just a local Aussie thing? Something
like the population of New York alone is greater than the whole of Australia
so we don't count type of thing?
I hardly ever hear of a CPU dying and needing to be returned for warranty so
the only info I have on this comes from my favourite store and I just think
something really stinks when Intel do their warranty in 3 days and AMD in a
couple of months.
We have import rules in place where a certain percentage of an imported
product must be spares so it is a mystery to me.

 

[Frodo]

Was the AMD CPU shipped directly to AMD, or back to the wholesaler?
Was the AMD CPU bought OEM or retail box?

 

[Venom]

CPU was the retail box and AMD Aust said to ship it to the distributor
(wholesaler?) but now the bottleneck seems to be that AMD has not sent a
credit to the distributor so the distributor won't send a replacement CPU
untill he gets the credit from AMD. It all sounds really weird to me and in
the meantime I still have a computer that can't be used.

 

[Frodo]

It was not possible to ship directly to AMD?

CPU was the retail box and AMD Aust said to ship it to the distributor
(wholesaler?) but now the bottleneck seems to be that AMD has not sent a
credit to the distributor so the distributor won't send a replacement CPU
untill he gets the credit from AMD. It all sounds really weird to me and
in
the meantime I still have a computer that can't be used.

 

[Frodo]

Contact AMD directly, ask them what the hold up is.
If they say to talk to the distributor, tell them the disributor said AMD is
the hold up.
Ask AMD if they promise a turn around time for warranty of their product.
If you keep bugging AMD they might do something to help, to get rid of your
"pestering".

 

[Venom]

Apparently that is not the way it is done here. It is really weird as I
said. You call AMD Aust. in Sydney and tell them all about your dead CPU and
they check out the serial number and check it out to make sure it isn't a
"grey import" and then they find out who handled it and eventually tell you
to get in contact with them. The distributor then tells you to get a RMA
number so after nearly 2 months you end up with a RMA number and send the
CPU out to the distributor. Things grind to a halt again so you call or
email them and when they eventually feel like it they will tell you that AMD
has not sent them a credit yet. You then call AMD and get hold of Darryl or
Brendon who of coures promise that they will fast track it and call you back
in an hour and of course this doesn't happen and your waiting time has gone
over two months so far. Grrrrr.

 

[Venom]

Funny you should mention this because it is my personal calls that seem to
get us over each hump. I was informed before I started this warranty claim
that it would go smoother and quicker if the CPU was checked by a trained
tech in a store and the store handled the warranty claim for me. The returns
bloke there can only do so much and when it bogs down then I call AMD and
get it eventually moved on a bit. I can't go to the original store that sold
the CPU because they went belly up and are no longer there. It looks like I
will have to give AMD yet another call. Great warranty eh?

 

[NoNoBadDog!]

The problem for AMD is they don't have the production capacity to keep up
with demand,especially with recent price cuts.
They're scrambling to catch up with Intel,who are much larger and are
pulling ahead with the Core 2 Duo's,which are not only faster but are
competitively priced.

Cite your source...

All current press indicates the opposite.

Bobby

 

[Venom]

Cite your source...

All current press indicates the opposite.

Bobby

Press releases are famous for being a heap of bull that hides the truth. A
friend went in to buy a new mobo, ram and a hot AMD cpu the other day and
the dealer said that he couldn't get supply. Press says he can... dealer
says he can't. Who do you believe? In the meantime I am still waiting for a
warranty replacement for my Athlon64.
Three or four days tops for Intel warranty exchange and a couple of months
for AMD seem to tell a good story I reckon.

 

[NoNoBadDog!]

Press releases are famous for being a heap of bull that hides the truth. A
friend went in to buy a new mobo, ram and a hot AMD cpu the other day and
the dealer said that he couldn't get supply. Press says he can... dealer
says he can't. Who do you believe? In the meantime I am still waiting for
a
warranty replacement for my Athlon64.
Three or four days tops for Intel warranty exchange and a couple of months
for AMD seem to tell a good story I reckon.

And I can argue as certainly that your case is an isolated on. I am a
System Builder and Channel Partner, and I can assure you there is no problem
with supply. You do not mention who the "dealer" is, and as far as your
personal issue, are you going through AMD directly or are you going through
the vendor that sold you the CPU?

My longest return time when dealing with AMD is 3 days. I would imagine
that I process about 2 to 3 RMA's a month, and all of theme are replaced
within 48 hours, generally speaking.

You claim of a "couple of months" through AMD is most certainly wrong.

Bobby

 

[Venom]

And I can argue as certainly that your case is an isolated on. I am a
System Builder and Channel Partner, and I can assure you there is no problem
with supply. You do not mention who the "dealer" is, and as far as your
personal issue, are you going through AMD directly or are you going through
the vendor that sold you the CPU?

My longest return time when dealing with AMD is 3 days. I would imagine
that I process about 2 to 3 RMA's a month, and all of theme are replaced
within 48 hours, generally speaking.

You claim of a "couple of months" through AMD is most certainly wrong.

Bobby

You would have had to read the start of this thread so I don't know which
bit you don't understand.
Take one custom built computer brought from a "local" computer store.
About 12 months later the Athlon64 shits itself.
Computer is returned to local store only to find that the store has gone
belly up and is no longer there.
I go to another spare parts store I am familiar with and known to the people
there and ask what my options are given that I have 3 years warranty on the
chip. I am told that their "returns officer" will handle the rma for me and
it should go through ok. He gives me the phone number for AMD Australia and
the names of the two guys in charge of that department just in case.
An RMA number is given late in the 4th week probably due to my phoning
Sydney so my local fellow sends the CPU away but NOT to AMD. The chip has to
be sent to the distributor who sold it to the store that went belly up.
Very close to the end of the next 4 weeks I am told that the distributor has
a replacement CPU there for me but AMD will not send them a credit for it.
I have called both Brendan and Darryl (AMD Warranty Dept) who both say they
will get right onto it and call me back but we both know that never
happened. Well up till right now it hasn't happened.
Perhaps this is a "one off" thing but where I am going with this is simply
the warranty onAMD chips is given by AMD in writing but somehow AMD seem to
have dumped it all onto the distributor somehow. This is why I also asked if
this was just an Australian problem or does this shit go on worldwide with
AMD?
Originally this was supposed to be a simple post just looking for a few
answers but those answers don't seem to be there.

 

[Frodo]

It might be a problem with the distributor,
I would think he would send you the replacement chip,
then take his case up with AMD.
There might be "problems" between the distributor and AMD.
Have you tried ask AMD to send you the replacement chip directly?
It is their chip and their warranty.

 

[Frodo]

Is there some government office in Australia that handles disputes between
business and customers?

Write a letter to anyone at AMD that is involved with warranty and customer
service.
The more "Noise" you make the better chance someone at AMD will help you
out.

Write to computer magazines, see if they want to do a story on AMD's slow
warranty service.

 

[Venom]

I was seriously thinking of A Current Affair on channel Nine because the
Government here in Oz is useless.

 

[NoNoBadDog!]

You would have had to read the start of this thread so I don't know which
bit you don't understand.
Take one custom built computer brought from a "local" computer store.
About 12 months later the Athlon64 shits itself.
Computer is returned to local store only to find that the store has gone
belly up and is no longer there.
I go to another spare parts store I am familiar with and known to the
people
there and ask what my options are given that I have 3 years warranty on
the
chip. I am told that their "returns officer" will handle the rma for me
and
it should go through ok. He gives me the phone number for AMD Australia
and
the names of the two guys in charge of that department just in case.
An RMA number is given late in the 4th week probably due to my phoning
Sydney so my local fellow sends the CPU away but NOT to AMD. The chip has
to
be sent to the distributor who sold it to the store that went belly up.
Very close to the end of the next 4 weeks I am told that the distributor
has
a replacement CPU there for me but AMD will not send them a credit for it.
I have called both Brendan and Darryl (AMD Warranty Dept) who both say
they
will get right onto it and call me back but we both know that never
happened. Well up till right now it hasn't happened.
Perhaps this is a "one off" thing but where I am going with this is simply
the warranty onAMD chips is given by AMD in writing but somehow AMD seem
to
have dumped it all onto the distributor somehow. This is why I also asked
if
this was just an Australian problem or does this shit go on worldwide with
AMD?
Originally this was supposed to be a simple post just looking for a few
answers but those answers don't seem to be there.

The problem is your "distributor". It sounds very much like the
"distributor" is/was buying gray-market chips that have been altered....so
AMD cannot do anything. Instead, the "distributor" must wait for his
*insert Asian country of choice here* supplier of altered chips to send him
another one.

Again, your case is completely contrary to my own extensive experience.

Live and learn.

Bobby

 

[Venom]

The problem is your "distributor". It sounds very much like the
"distributor" is/was buying gray-market chips that have been altered....so
AMD cannot do anything. Instead, the "distributor" must wait for his
*insert Asian country of choice here* supplier of altered chips to send him
another one.

Again, your case is completely contrary to my own extensive experience.

Live and learn.

Bobby

The first thing AMD checked was if the chip was a grey import. Apparently
chips are easy to track.
The chip proved to be genuine and at roughly 4 weeks an RA number was issued
or whatevered and it is a 7 digit number.
I have no idea just why this should take so long though.
Av Net or AVNET or whatever are the distributors who are supposed to send
me the chip once the RA number is issued but the holdup for weeks now has
been that they reckon that AMD Aust will not give them a credit for the
chip. I do not understand this bit because I have a RA number. I have no
idea why AMD do not handle this themselves. I have to assume it is because
they don't give a shit.
I called AMD in Sydney this afternoon but Brendan and Darryl were out of the
office yet again. I fail to see how they get anything done because they are
never in the bloody office. Possibly playing golf.
Even when they are in the office they tell me that this is pathetic and that
they will fast track it of they will push it through with a "I will call you
back" set of words at the end but the end result is that nothing is
happening. Even the young bloke at the store who is handling this return
reckons it is bloody stupid.

 

[Venom]

Wednesday update.
I have no idea where in the world you are Bobby but you are definately not
in Australia.
I called AMD Aust. in Sydney this morning and the secretary tells me that
Brendan is now in New Zealand. She also tells me that she has no idea where
Darryl is. This leaves the manager, so, I tell her to connect me with him.
She tells me that he is not there but should be coming in some time today
and she will get him to give me a call back when he eventually turns up.
You seem to be remarkably lucky to get your warranty done in under a week
because you sure as hell can't here in Australia.

 

[NoNoBadDog!]

Wednesday update.
I have no idea where in the world you are Bobby but you are definately not
in Australia.
I called AMD Aust. in Sydney this morning and the secretary tells me that
Brendan is now in New Zealand. She also tells me that she has no idea
where
Darryl is. This leaves the manager, so, I tell her to connect me with him.
She tells me that he is not there but should be coming in some time today
and she will get him to give me a call back when he eventually turns up.
You seem to be remarkably lucky to get your warranty done in under a week
because you sure as hell can't here in Australia.

Fortunately, I have never had to deal with AMD in Oz. I deal mainly with
the channel support team in the US, and I always deal with the same
individuals. They cannot help in your situation, as you are at the mercy of
the Australian AMD.

I would pursue the matter with your version of the Better Business Bureau.
I would contact the local press, and see if they would be interested in
publishing your story. I would also contact the major trades (PC Magazine,
MaximumPC, etc) and give them the story, with full orchestration and three
part harmony. If you make enough noise, then AMD will have to respond.

The actions you have reported here are simply unacceptable. Darryl, his
manager, and the entire staff need to be fired, and replaced with someone
who would at least treat their customers with a modicum of dignity.

I wish you success!

Bobby