Fed up with gigabyte's RMA process to get my laptop repaired.

[Kenji Wolfgang]

Sup peeps!

 

I've just created my account here after being a religious LTT follower for quite a while,

I've decided to do so in order to give visibility to this itch I'm having with Gigabyte's RMA service, because I'm fed up with them,

I want people to know what's like to RMA a gigabyte product, so they can consider other brands, lmao.

This post has hyperlinks on the words that point to key information what I'm taking about, feel free to check this out.

 

How it started:

 

For the longest I've been kinda of a MSI Katana enjoyer because mainly the price was right, but after discovering the Katana with a 11th I7 had no thunderbold, I decided to upgrade to a Katana with a 12th gen I7, come to find out it has terrible crippling driver latency, and I just couldn't take it anymore; playing in VR meant having half my performance graph pink (lost frames) while the other half performing as expected, resulting in a terrible experience I wish no one to have unless they want to feel what it is to be drunk/puke on the floor. Since MSI doesn't care enough, and this computer had a awful screen anyway, I returned it.

So after wondering around, I stumbled upon this offer that I just couldn't resist,

 

 

 

Wow, is this a 360Hz 17 Inches screen, windows hello camera, paired with a 99Wh battery, along with 16GB RAM (DDR4, but less is nothing) and a 4060 along with a 12th gen I7? for just 942 bucks?

Yeah, it's refurbished, but a goddamn good deal, keeping in mind laptops for this price range usually have worse battery life, screens, and so on. and it's listed "as new", what could go wrong?
I know I had the perfect candidate to replace that ugly MSI, and the best part, I would still save money! this laptop was even cheaper than my MSI was.

So just like that, I ordered it.

... And I wish never did.

Eagerly opened the box, found out the laptop had zero blemishes, all the accessories in their place ... 60 hours on the SSD, so indeed, literally brand new, for two thirds of the price. Nice!
Then, it's time to install Windows, my favorite flavour right now is Windows 10, so I grabbed my custom Ventoy USB stick, and installed Windows 10 in a matter of minutes, soon enough I'd be gaming in no time on this beast.

Or so I thought,
The drivers installed properly, the stupid gigabyte useless control center got installed, and then, I restarted.

 

As soon as the computer showed it's Aorus logo and started to load the OS, the screen went black, but the computer stayed on, but refused to display anything,

dumb me was like "Aight, I suppose this might be too modern of a machine for Windows 10, might be some driver issues with it"

And just like that, I upgraded to 11, just to face the same issues. 

 

Seeing what I was seeing, and me not wanting to face another return, I started poking around in the BIOS, o should I say, the extremely useless bios this computer has, as there's barely options worth checking, however, there was one that could make sense switching; the IGPU toggle. 

 

So I tried my luck, and, as soon as I did, the computer booted without an issue, and so did again, and again, and again, after restarting it for a couple times, the issue was just gone.
Insta technician instincts kicking in, I immediately blamed the bios, I updated to the single BIOS update that's available on the website, same issue ...

 

With that I've learned, I decided to reach out to Gigabyte thru their eSupport (absolutely terrible outdated portal, if you ask me), in order to get a response,

 

 

Can response in hand, which did not apply to me since my laptop came with no OS installed, I decide to go ahead and reach out to gigabyte's RMA center in Barcelona, Spain, to send the computer. 

Emails go as usual, I sent the computer, and they checked it, then they admit that "we cannot see the issue after supplying our image" being the laptop fixed, they wanted to ship it back. 

 

Something isn't right, how can it be after reinstalling windows three times myself, I've got the same issue, while they're not able to reproduce the same issue? 

So I've asked, basically, a "how come?"
They admitted that replacing the motherboard does not fix the issue either, but their image does, sounds sketchy, if I'm forced to use a specific custom version of the OEM provided OS, the device cannot be trusted.

 

I decided regardless to trust them, and have them ship the computer back to me, and just like that, the computer goes back to my hands ... With a different motherboard, and inferior processor, as well. (Didn't they said a new motherboard wouldn't fix the issue?)

 

So of course, I called them as soon as I could, and it wasn't even an hour late that I received a email with a apology, and a upgrade offer, can't say no no those if I get my computer fixed, and upgraded, right?

 

(Yes, I've accused them wrongly of replacing the RAM memory as well, absolutely my bad, and for that one I apologized to them)

 

So I proceeded, and just like that, the computer got back to me again, this time, with my I7 in it's place, and a upgrade that's been promised, time to reinstall windows.
 

but I can't never be that easy, wouldn't it ?

I'm, yet again, facing the same issues, and this time even, I can't get windows 11 to boot (It did with 10, so why not 11?) the screen wouldn't go off in 11, but it'll freeze the computer fully, and then, proceed to crank up the fans slowly until it reaches 100% speeds.

Seeing like I've gotten lied to, I've decided to call them (recorded calls upon request, spanish, tho) and some time later, I've got this email from them.

 

 

Seems like I'm getting nowhere, but even if it'd be easier to return the computer, this one fits my needs the best, and I just want them to be accountable for what they're doing, or lack thereof, should I say. 
Is it so hard to get my computer repaired? I don't think any customer deserves to go thru this hell. And I'd wish companies and their RMA Repair Centers would actually do their job ...

Sooo ... What now?

 

As this case is still ongoing, I'm still waiting for and answer from this official repair center.

Gigabyte, on their infinite wisdom, has still yet to reply to my ticket in the eSupport platform where I talk about this issue.

Absolutely zero response on their social networks, as well.

Phew, that was a lot.
Have you guys had a similar case?

[freeagent]

I never buy from them. Their hardware is so-so, I just don't like the company.. never have tbh.

 

I am a bit of an Asus fanboy.. but only their ROG stuff.

 

I feel your pain my tech brotha.

[Kenji Wolfgang]

13 minutes ago, freeagent said:

I never buy from them. Their hardware is so-so, I just don't like the company.. never have tbh.

 

I am a bit of an Asus fanboy.. but only their ROG stuff.

 

I feel your pain my tech brotha.

Agreed bud, I've already experienced their awful RMA with a 3060 I had, where they refused to give me an answer in a timely fashion, so the store took care of the warranty for me, have it not be because of the store, I would be SOL.

I'm contemplating Asus for my next laptop if this issue can't be remediated. But it sucks tho; this one performs great, and checks all the requirements for me.

[Sir_Alex]

Try booting Linux first, to see what hackery is going on

[Kenji Wolfgang]

18 hours ago, Sir_Alex said:

Try booting Linux first, to see what hackery is going on

It does look like linux somewhat works fine, at least, screen doesn't crash, but without being able to use my computer with Windows, I'm still not able to use it for the purposes it was bought for.

[Mark Kaine]

On 4/25/2025 at 10:59 PM, Kenji Wolfgang said:

this time, with my I7 in it's place, and a upgrade that's been promised, time to reinstall windows.

I feel like this is your whole problem... Why'd you do that? Wasn't there a working windows installed?

If not then, well again that's the same issue - you should never buy a laptop without windows installed because they often need custom software to function properly...

Sure you can install Windows yourself in theory , but in this case you should have tested it thoroughly to see what they did actually fixed it or not (do we even know what's "broken" to begin with?)

 

On 4/25/2025 at 10:59 PM, Kenji Wolfgang said:

if I'm forced to use a specific custom version of the OEM provided OS, the device cannot be trusted.

Then you shouldn't buy a laptop... 

 

Also laptop was "new" and "refurbished"... That didn't ring any alarm bells? And no windows installed...? 

 

I can just tell you, if the laptop actually worked after they send it back (before you "installed windows") then they're getting fed up with you by now too... lol...

 

This is all very unfortunate, but starts with you buying a product that's apparently not fit for the purpose, I'd return it and buy something that comes with windows installed (preferably new)

[Kenji Wolfgang]

6 hours ago, Mark Kaine said:

Wasn't there a working windows installed?

Nah, it does not work, it was a W11 install with zero drivers they left in the "working" device  

I've restored the image and bypassed the account requirement just to prove you wrong, and now, I'm even more sad.

The same problems once drivers got installed. lol.

 

6 hours ago, Mark Kaine said:

Then you shouldn't buy a laptop... 

 

What this gotta do, lmao, process is simple; get laptop, get windows, get drivers, boom, working laptop, negative ? Possibly needs RMA. Everyone should be able to reinstall windows, their respective drivers and software, and have a working computer, if they can't, then the device has a serious problem.

If you trust a OS that's been preloaded it's your problem, I'm not participating in the next rootkit party sponsored by lenovo.

 

6 hours ago, Mark Kaine said:

I can just tell you, if the laptop actually worked after they send it back (before you "installed windows") then they're getting fed up with you by now too... lol...

 

As stated up above, not even the built in one works.

 

6 hours ago, Mark Kaine said:

but starts with you buying a product that's apparently not fit for the purpose

I've been living a lie and apparently gaming laptops aren't for gaming? Cause that's all I bought this for. Perfectly fitting, if you ask me!

 

6 hours ago, Mark Kaine said:

Also laptop was "new" and "refurbished"... That didn't ring any alarm bells? And no windows installed...? 

 

Apparently I was not clear enough; refurbished "as new" or "like new" aka no blemishes, almost zero hours of use.

By the way, laptops without windows are extremely common and normal here, they get sold with no OS and OS License so you can source that yourself.

A way to make a product cheaper.

 

 

6 hours ago, Mark Kaine said:

buy something that comes with windows installed (preferably new)

Oh hell no, never trust a preinstalled Windows in any device, if you do, you might need to reconsider your choices, unless you don't value your privacy/don't care/love to live risking. Bruh!

Also good question, I have no clue what's broken, which is the reason it went RMA!

[Donut417]

27 minutes ago, Kenji Wolfgang said:

unless you don't value your privacy/don't care/love to live risking. Bruh!

If you use Windows you don’t value your privacy. As Microsoft collects a lot of telemetry. The only difference between retail windows and OEM windows is included software and who gives you technical support. OEMs will have preinstalled software that you normally can delete and OEM licenses means the OEM provides support instead of Microsoft. 

[Mark Kaine]

1 hour ago, Kenji Wolfgang said:

get laptop, get windows, get drivers, boom, working laptop, negative

Is it working??

 

1 hour ago, Kenji Wolfgang said:

Oh hell no, never trust a preinstalled Windows in any device

Yeah, as I said, I think that's where the main problem lies...

 

Yes you can install Windows yourself on a laptop (or any device really) but on laptops especially it's not easy as they often need special drivers and sometimes custom drivers (from manufacturer)

 

Like I did this once... I know... Sure it worked, except half the built-in "laptop stuff" didn't...

 

I mean, I see, I just don't think you should blame others, if the customer service can't install Windows either, then sure, that's bad, hence I would take my business elsewhere (ig?) 

[Donut417]

9 minutes ago, Mark Kaine said:

often need special drivers and sometimes custom drivers (from manufacturer)

While thats true. You can generally download those drivers from the OEM website. Much like you can get drivers from the motherboard manufactures website. The trick might be to get the drivers before you install so you have them. 

[smcoakley]

While it is understandable and not unusual for a laptop manufacturer to provide their own factory Windows image... it's also pretty weird for a clean Windows install to not work, at least enough to get to a desktop without hardware acceleration in order to download and install drivers. I've done clean installs of Windows on many, many laptops over the years and have never had an issue with that. On x86-64 platform anyway. ARM is a different story, but not relevant here.

 

I feel like @Kenji Wolfgang is a little overly rigid here, but not unreasonable to be upset about the situation. It does seem pretty strange to me that a clean install of Windows isn't normally bootable on this laptop; though other issues such as the fan curve and power management such is pretty normal to not work until proper drivers are installed.

[Mark Kaine]

58 minutes ago, Donut417 said:

While thats true. You can generally download those drivers from the OEM website. Much like you can get drivers from the motherboard manufactures website. The trick might be to get the drivers before you install so you have them. 

They really do some trickery sometimes tho... For example I can't get the "Harman" audio driver to work on my old Lenovo, even tho it worked perfectly -- until some random windows update lol...

So I reinstalled it like 10 times, from the Lenovo website...sure it's "installed" but half the functionality is gone and the sound is terrible...  Everything else works though, but also required some trickery like you really need to install *exactly* the right Intel drivers for example and not everything is provided by the laptop manufacturer. 

[Donut417]

1 hour ago, Mark Kaine said:

until some random windows update lol...

Thats a driver issue / Microsoft issue. As you indicated a Windows update made it not work. Ive had issues with Windows updates myself on custom built computers and pre built. Some times it just the driver is old and not really designed for the latest version of Windows. Had issues with my motherboards integrated NIC not working with Windows 10 on my last gaming PC. Guess what? It works fine in Ubuntu. Clearly a driver / Windows 10 issue. 

 

To be honest when ever I had to reinstall Windows on a laptop, at least since Windows 10, I would just install the copy directly from Microsoft. Because many OEM's fill their installs with bullshit bloatware. 

[Kenji Wolfgang]

5 hours ago, Mark Kaine said:

Is it working??

 

As stated, nope, with either OS both my own installer and theirs, not a "me" error!

 

5 hours ago, Mark Kaine said:

on laptops especially it's not easy as they often need special drivers and sometimes custom drivers (from manufacturer)

And that's okay, which is why you install their software from the support page after a clean install, but if after doing so your screen turns black at boot ... 

 

5 hours ago, smcoakley said:

at least enough to get to a desktop without hardware acceleration in order to download and install drivers

I've got some news on this! After reinstalling 11 again, I now get the same behave as I do with 10; screen turning off when driver gets loaded, whatever happened earlier where the logo literally got stuck and the computer hang, is not a thing any longer, computer keeps computing, just headless.
 

5 hours ago, smcoakley said:

It does seem pretty strange to me that a clean install of Windows isn't normally bootable on this laptop

Therefore for 11 to not to boot was a problem where one of the driver installers damaged the boot process somehow, that was solely my bad! 10 and 11, same behave as on the video shown in post.

 

4 hours ago, Mark Kaine said:

but also required some trickery like you really need to install *exactly* the right Intel drivers for example and not everything is provided by the laptop manufacturer

I understand where you're coming from, however, a driver is meant to be updated, if I can't upgrade my graphics driver on my gaming laptop, then what's the point of a gaming laptop? a lot of games require newer drivers to work!

 

3 hours ago, Donut417 said:

To be honest when ever I had to reinstall Windows on a laptop, at least since Windows 10, I would just install the copy directly from Microsoft. Because many OEM's fill their installs with bullshit bloatware. 

Thanks, for understanding me, often with bullshit bloatware, often with malware, as seen multiple times from lenovo. I think I have a reasonable point by not trusting a preinstalled OS or image.

 

 

[Kenji Wolfgang]

There's an ending to this story, 

They finally offered me a slightly superior model, but since the replacement model doesn't fit my needs as much as the one I've already got, I've chosen to return the laptop to the original store I bought it from.

I laid it out very clear to gigabyte in their eSupport ticket that their support is deplorable when they send me a can response promting me to "contact the RMA partner" (the one I've been in contact with this whole time, bruh!) when asked about why my laptop had been replaced for an I5 model (of course, they took 7+ days to get back to me, by the time they followed up, there's been more to the story).

I'm never gonna buy a gigabyte product ever again, second time dealing with RMA, and the store is the one who got my ass rather than the brand who's supposed to take care of their products and warranty, I'm going Asus. Bye 

[ewitte]

I've never had issues with re-installing windows on a new laptop (we mostly have Lenovo business machines though that don't even have dgpu).  I can kind of see the issue with windows 10.  If it were designed for windows 11 and all the drivers are windows 11 that is.  The BIOS probably had OEM entitlement for only 11 as well.

[Donut417]

2 hours ago, Kenji Wolfgang said:

I'm going Asus. Bye 

Hopefully you never have to deal with their RMA process because ASUS is the king of shit RMA service. It's been that way forever. I recall back in the early 2000s, they had some of the best motherboards but god help you if you needed to RMA. 

[Kenji Wolfgang]

2 hours ago, Donut417 said:

Hopefully you never have to deal with their RMA process because ASUS is the king of shit RMA service. It's been that way forever. I recall back in the early 2000s, they had some of the best motherboards but god help you if you needed to RMA. 

Having had to return MSI, Lenovo, Gigabyte, Aorus, and not trusting HP, Acer, while can't afford Dell, Razer, Alienware, and so on, I think at this point I'll just have to rely in whatever warranty the store give me.

Which so far is good cause I managed to return that shitty MSI after more than a year, so, if I go RMA with a brand again, it'll be solely cause I don't need things to be done ASAP and I can spare time and sanity, otherwise, I'll just use the RMA from the store and call it a day.

The main factor for me to avoid picking up gigabyte's offer is because if I do, I will be trapped in RMA hell in case something happens without the help from the store I usually buy things from, and they're the ones who took the return for my defective 3060 (from gigabyte, of course) and my MSI/Aorus/Lenovo laptops with no further questioning. Is that good of a service they got going on, that I value more a store than the product at this point.