What is going on with intel? TLDR: Intel takes RMA, loses it, and then closes ticket.

[DrNaughtyhandz]

I had a Intel 660p Series SSD fail within a year of getting it, I RMA'd it to Intel and they proceed to lose it, run me in circles for weeks, ask for proof of purchase multiple times, and then close my RMA request with a "Your SWR case has been canceled as Intel has not received your product within the required 60-day period. If you still wish to return your product(s), please request a new case. Thank you..". Is this how Intel treats its customers now?

 

 

 

[Fasauceome]

I really do hate when this happens, and the only thing you can do is send regular emails and phone calls until they acknowledge you. It must be clear from the emails you have that the item was carelessly lost, but sadly nobody on Intel's support side would ever look at a collation of your correspondence and come to the right conclusion, so your only choice is indignance and making demands.

[DrNaughtyhandz]

I have already replied to the emails and submitted another RMA request, hopefully it works but I also wanted to raise awareness of this stuff. Too often this kind of thing get swept under the rug.

[Egg-Roll]

Sounds like what I had to deal with ASUS 10 years ago with a motherboard 

 

For your issue if you have the UPS tracking number and paid for the SSD on a credit card try getting your money back on it if you have that ability. Else contact UPS to find out what happened to the package, then go back to Intel with everything you have against them esp if they got the package.

 

I treat RMAs like MiRs now, a waste of time unless it's a stupidly expensive item that can't be fixed locally and is worth mailing in.

 

Also as mentioned above no one (I mean no one) reads your quoted replies, so you have to act like you are beating a dead horse...

[DrNaughtyhandz]

Not sure if that will be needed. The tech in emails and chats admitted the SSD was showed as delivered by UPS and that it was lost in the shipping/receiving department.They had escalated it with UPS and UPS confirmed it was delivered. ON the Asus note, I also have to send back my Asus Crosshair VIII X570 Dark Hero motherboard and I had issues with that also, but unlike Intel, the tech called me and had to reissue the RMA and gave me free expedited shipping for my troubles. overall Asus has impressed me.

 

[MimigaKing]

19 minutes ago, DrNaughtyhandz said:

I had a Intel 660p Series SSD fail within a year of getting it, I RMA'd it to Intel and they proceed to lose it, run me in circles for weeks, ask for proof of purchase multiple times, and then close my RMA request with a "Your SWR case has been canceled as Intel has not received your product within the required 60-day period. If you still wish to return your product(s), please request a new case. Thank you..". Is this how Intel treats its customers now?Intel_1.pdf

Intel_2.pdf 512.9 kB · 2 downloads

You might wanna remve that file, you can copy paste what you blacked out

[DrNaughtyhandz]

5 minutes ago, MimigaKing said:

You might wanna remve that file, you can copy paste what you blacked out

Okie dokie.

 

 

[Egg-Roll]

2 minutes ago, DrNaughtyhandz said:

Not sure if that will be needed. The tech in emails and chats admitted the SSD was showed as delivered by UPS and that it was lost in the shipping/receiving department.They had escalated it with UPS and UPS confirmed it was delivered.

This is why I ship things in big enough boxes  Jokes aside (not really, Amazon hates me for some of my returns I've done I bet) I likely know what happened, someone put your RMA somewhere and lost it in the department before it successfully got sent to the RMA department, or it got sent to a different department instead and never got recorded going to said place. It could also very well be sitting in the RMA department but under a bunch of yet to do's or in a bin full of unknown items that the receivers keep sending them.

 

Worst case someone stole your item, no idea why they would if it doesn't work, but as long as it happened in their possession they are liable for it.

[DrNaughtyhandz]

3 minutes ago, Egg-Roll said:

This is why I ship things in big enough boxes  Jokes aside (not really, Amazon hates me for some of my returns I've done I bet) I likely know what happened, someone put your RMA somewhere and lost it in the department before it successfully got sent to the RMA department, or it got sent to a different department instead and never got recorded going to said place. It could also very well be sitting in the RMA department but under a bunch of yet to do's or in a bin full of unknown items that the receivers keep sending them.

 

Worst case someone stole your item, no idea why they would if it doesn't work, but as long as it happened in their possession they are liable for it.

My thought exactly, I have replaced PDF's with pictures for your browsing pleasure.

[soldier_ph]

Yeah sucks to hear. You can't really do anything at this point except E-Mail and Call them. I mean they still make great Products such as Thunderbolt and the WiFi Chipsets but I personally wouldn't buy a SSD or CPU from them anymore. So it's really a shame that their RMA process doesn't work to it's fullest and treat Customers as if they weren't important to them is what it almost feels like here. They'll for sure only lose Customers if they won't fix their Systems. Seeing Intel on this downward momentum won't be good for the Company in the long run.

[DrNaughtyhandz]

22 minutes ago, soldier_ph said:

Yeah sucks to hear. You can't really do anything at this point except E-Mail and Call them. I mean they still make great Products such as Thunderbolt and the WiFi Chipsets but I personally wouldn't buy a SSD or CPU from them anymore. So it's really a shame that their RMA process doesn't work to it's fullest and treat Customers as if they weren't important to them is what it almost feels like here. They'll for sure only lose Customers if they won't fix their Systems. Seeing Intel on this downward momentum won't be good for the Company in the long run.

It is truly unfortunate, it makes it even more aggravating they they just closed it and have not responded. Make me think that it will go away, but I am hoping this will reach someone at Intel that can help rectify this issue.

[jcy]

I'm surprised, but not really too surprised that Intel was capable of these kind of shenanigans.  They need to make this right.

[DrNaughtyhandz]

6 hours ago, jcy said:

I'm surprised, but not really too surprised that Intel was capable of these kind of shenanigans.  They need to make this right.

That is what I am hoping, a couple of people over on reddit say they work at Intel and are going to see who they can ping to find out what is going on.

[MultiGamerClub]

I have the same m2.. Damn its gonna suck if im gonna have to RMA that if this is how they treat people..