GIGABYTE CUSTOMER SERVICE SUCKS
Hi Guys, I thought I would take the opportunity to warn all of you about a recent experience I have had with Gigabyte customer service.
In January I ordered a Refurbished Gigabyte z97X-Gaming 7 Motherboard to run my Intel i7 4790 CPU. (Before this post I had always purchased Gigabyte motherboards, and video cards) I have been building computers for friends and family for 20 years, and when I stumbled across Gigabyte products I stuck to them like glue. (*** NEVER AGAIN ***)
NOTE: I ordered this board through Newegg.ca and it arrived in perfect order. This issue is with Gigabyte Customer service, not Newegg.ca.
As excited as I was to get the new board installed I got home from work, grabbed a beer and headed for the garage to play with my new toy.
After disassembling my current Gigabyte Motherboard from the Flight Sim Computer and preparing the case I was ready to install the CPU. I put the cpu into the socket and was about to install the CPU Cooler when everything went wrong.
A 2 second lapse in motor control, or loss of concentration and I lost my grip on the motherboard and had to make a quick reaction to catch it before it hit the floor. I swatted and motioned at the motherboard like it was a thousand dollar bill with one hand and holding the cpu cooler I managed to catch the board against my chest without it hitting the floor.
I took a breath finished installing the cpu cooler and installed the board into the case. Ran all the power cables ty-wrapping everything as I went, installed the memory and hit the power switch to hear the wonderful (beep beep beep beep ) No Memory Warning..
Deflated as I was I began searching for things over and over again. The only way I could get the Gigabyte Motherboard to POST was to move my memory DIMMS into Single Chanel mode and run the system like that.
(This is where I should have stopped, reported the board DOA and sent it back for a replacement) However I figured there needed to be something I could do in order to get the system running as it was supposed to function.
I pulled the Gigabyte Motherboard out of the case (Cutting all my neatly run Ty-wraps) and began to inspect the board.
Low an behold, while inspecting the back of board I noticed what looked like a mark on two traces heading for the memory DIMM Sockets from the CPU. (Again What I should have done at this point was return the board DOA and waited for a replacement) Nooooooo I didn’t listen to that little sound in my head. I convinced myself that maybe when I dropped the board and latched onto it, I nicked the traces….. So I needed to investigate further, because a little voice in my head just kept egging me on to uncover this possible damage..
So with a little fibreglass pen, I took a small section of the coating off the back of the board to see if in fact the traces were damaged… Sure enough they were, and I felt about as small as an ant in a big city. I had been eagerly waiting this board for almost a week and was soooo excited to get it, and now I have just wasted $180.00 after possibly damaging it. Not to mention Damage it, Now I have added to the damage by this exposed section of the board to look at the trace pointing to the problem like a NEON SIGN saying (LOOK HERE, LOOK HERE)
Putting the board back into the case, and powering it up and running it in single channel mode was all I could do, but it had to keep egging me on that it just wasn’t the way it should be.
I figured that maybe after being a long-time customer of GIGABYTE, they would understand what happened and offer to help me out.
I composed an email describing what had happened to the board, and sent photos. Conversing back and forth with GIGABYTE CUSTOMER SERVICE they appeared to totally understand the events that took place.
I was very clear that I suspected maybe I had caused the damage and was very open and honest with them.
All while emailing back and forth with them for days I was running the board in Single Chanel memory mode when one night the computer just shut off. Dead, Died, No workie…. In the middle of loading Prepar3d to boot. (What Now)… Turns out another trace on the complete other side of the board melted off and actually blew up my i7 CPU. (If it weren’t for bad luck I wouldn’t have any) Over a 2 week period of emailing back and forth Gigabyte Customer Service asked me to send them the board. Maybe they were going to replace it, or maybe they were going to repair it. It was just explained to me that the repair department manager needed to see the board in order to determine how they were going to help me best. (Keep in mind…. I already told them I may have caused the damage to the board… This was very clear in the photos and emails).
$40.00+ USD Later I mailed the board to California, with an RMA Number and waited 2 weeks for a response notifying me of the decision.
I finally get a response…… (An Email from GIGABYTE CUSTOMER SERVICE, with I am sure the same pictures I emailed them with arrows on the board pointing to the “Burnt Trace” and “Damaged trace I may have nicked” and a statement that read, and I quote:
"DAMAGE CAUSED BY CUSTOMER AND NOT COVERED UNDER WARRANTY”.
NO $H1T! I mean really Gigabyte
?? You really needed to drag this out for an additional month with at least 10 emails between us, and force me to pay an additional $40.00USD to tell me what I had been telling you all along. I realize it may have been my fault, however… If they weren’t going to replace it or do anything for me, why didn’t they just tell me that in the first place.MORAL OF THE STORY
1. BUY ASUS PRODUCTS:
2. The truth will never set you free in this world. Claim ignorance, return your products and never tell the truth… Honesty didn’t help me at all. Never Again, will I purchase or recommend a Gigabyte motherboard, video card or product of any kind. I will warn everyone I know about the fact that GIGABYTE CUSTOMER SERVICE will just string you along and suck you dry of more money, rather then communicate with you. They do not listen to your emails, nor do they read their customer comments, they are like a bunch of robots just following a procedure on some computer screen.
GIGABYTE PRODUCTS MAY WORK AS ADVERTISED, BUT DON’T EVER TRY TO TALK TO CUSTOMER SERVICE, AND IF YOU EVER HAVE WARRANTY PROBLEMS… GOOD LUCK TO YOU AS THEY WILL JUST FIND A WAY TO NOT COVER ANYTHING.