GIGABYTE @GIGABYTEUSA CUSTOMER SERVICE SUCKS

[Trevor Hale]

 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.

[mickc]

Not sure if you are serious or not....

[Trevor Hale]

I am totally Serious, this is what they did to me... I couldn't believe it.

[Bob Reed]

Keep in mind, he told them he damaged the board right from the get go!

[blueskydriver]

Hey Trev,

Check this out, it is info for the Chairman of GigaByte (has office phone number):

http://www.bloomberg.com/research/stocks/people/person.asp?personId=42677303&privcapId=3474891

Try contacting him, before you say no; the worst that they can say to you is no, so why not try?

John

[blueskydriver]

Here is GigaByte CEO's info link:

http://www.bloomberg.com/research/stocks/people/person.asp?personId=43223759&capId=3474891

John

[Trevor Hale]

Yes I could Try that, But would rather deal with Gigabyte USA seen as they were the root of my disservice.  I am still shocked at what happened.  Rightfully so, they didn't have to warranty the board as it was possibly my fault, but what I am pissed about was them leading me on for a moth and making me send them the board just to tell me what I had already reported to them..  Just a waist of time and effort and no customer loyalty program.  Just blows my mind what this world has come too.  Money money money...

[blueskydriver]

Alrighty, here is GigaByte USA contact info with phone number link:

http://www.gigabyte.us/Contact

Call and ask for the regional customer support manager, not technical support. Unless, you did this already, I'd suggest you try...why? Well, you likely know that emails hardly get thoroughly read by anyone at a place like that and are more so just skimmed, losing the sincerity that would otherwise be communicated in person or a phone call. Since you cannot go see them in person, the phone call is the next best thing...

Best Regards,

John

Ps there is an old saying that "the squeaky wheel gets the oil"...you just need too squeak louder.

[Trevor Hale]

Thanks John,

I will try to get a hold of them tomorrow.  Biggest problem is exactly what you said.  Each person only skims their emails, but you need to remember I was conversing with a couple of people for almost a month.

The way I was treated is just unacceptable in any business.

I am sooo frustrated with the situation...  And although the squeaky wheel gets the grease...  It shouldn't work that way.

[blueskydriver]

Hey Trev,

I totally agree with you in the way business models and mindsets have become... Just don't give up yet, you've come too far with this to throw in the towel.

Almost forgot, the emails were they soley with the department manager and the ones you got back saying they were not going too do anything, were they also from the department manager? If not, it sounds like a communication breakdown, where the person workng in the receiving department had no knowledge of your emails with the manager.

Do you have the department mangers email signature block with a phone number, if not use the number I gave you and ask for the manager you dealt with, as well as for the name and phone number of his/her manager.

Best Regards,

John

Ps the reason I would go further is, since it was a refurbished, they're not out any money. If you're only asking for a refurb replacement in return, they're still not out any money, because they employ product manufacturing margin of errors (usually + or - 3%) they already account for this percentage in their cost analysis.

[Trevor Hale]

Actually John, it was emails back and forth with "Gigabyte Customer Service"  There was no need at the time to involve a manager because everything seemed to be going well. (Although the service was slow, it seemed to be acceptable)  Boy was I ever wrong.

Regardless, I will see if I can get through to someone today.  Other than that, I am done with Gigabyte and Although every company out there has its flaws..  This is the type of service I would expect from ASRock.  Not Gigabyte.

Anyway. Lets see what happens.

Thanks

[Trevor Hale]

John,

Today I emailed

Henry Kao – Vice President GIGABYTE Motherboard Business Unit  I am hoping that I get a response.  I will keep you posted..

Thanks,

Trev

[blueskydriver]

Hey Trev,

Awesome! I am happy too hear this and just hang in there, as I believe your honesty and loyalty will pay off in one form or another...

John

[Trevor Hale]

Now I am really confused.

So the last email I received from customer support said that the damage was caused by the customer and therefore no warranty would be provided, the board would be shipped back to me "AS-IS"

This is when I lost my marbles and sent them a Nasty Gram...  (Of course I never received a response)

Now, this morning I get a "Thank you, we appreciate you being patient with us, and we have finished testing your gigabyte product and it is being returned to you here is your tracking number and we thank you for your support to Gigabyte"

Are they for real?  These are not automated emails..  someone couldn't make this $hit up!    I really have absolutely no idea what kind of crack they are smoking.  I would like to have a human response not a "Select which statement is closest to what you want to say" email.

I would like to hope that someone reconsidered and is sending me a replacement, in which case, I will be at least happy that I received service..  but I am not counting on that.  Guess I will know in 3 days... LOL

Trev

[Trevor Hale]

I Guess if I get the Old Board back, I will Screw it to the wall of the Sim as it has a story behind it.

Here is my next Motherboard.....   Unless someone has a Z170 Laying around they want to sell

[Trevor Hale]

And now the icing on the cake.


Thank You Gigabyte for returning my board to me after making me pay the Postal Service $40.00 to send the board to California to have you look at it and tell me what I told your customer service department.


You guys are Geniuses.

[Trevor Hale]

And here it is for everyone to see.


To Anyone who purchases Gigabyte Products: One day this will happen to you.  A very expensive piece of art.


MSI - You have earned a new Customer.

[blueskydriver]

Hey Trevor,

Sorry to hear you didn't get a resolution. Normally, a company would see this as an opportunity to improve their standing. Not so much too say that customers should return items they accidently broke, but to have a one person here or there to provide a good review of the customer service without revealing how the damaged occurred....mainly talking about the interactions of the employees.

Best Regards,

John

[Trevor Hale]

I agree John,

If they weren't going to fix the board, they could have told me that in the first place, instead of wasting my time and theirs for over a month and then making me send the board to them just so they could tell me the same thing all over again.

That's what I am pissed about.  Not the fact they didn't replace it.  I am just frustrated at the fact that they dragged it on for over a month, to prove some point or mission.

Just despicable if you ask me.  Companies like this should not be in business.