Part 2 (which has since been locked?):
" class="reddit-press-subreddit-link" target="_blank" rel="noopener">TL;DR of previous posts: I filled out the form on AMD's website for RMA of a Ryzen 7 PRO 4750G APU (without knowing that supposedly these chips aren't covered by warranty). RMA got approved. I sent in the APU (prepaid shipping label) to AMD's partner in Miami, FL, USA, ModusLink. I got an email saying RMA passed inspection and RMA completed. Then got emails saying RMA replacement will be 3700X, with option for 3400G APU. Original APU I sent in was destroyed and couldn't get it back, so I was stuck, since they couldn't replace with an OEM/tray product.
After writing a nice but strongly worded email to AMD's RMA department, and having /
reach out to me via DM and escalate the case, I received a call within 24 hours from AMD (phone number from Netherlands, even though I'm in Canada).They said they will replace my 4750G I sent in with another new 4750G as an exception, since this RMA should never have been approved in the first place. I received the replacement today and it is indeed a Ryzen 7 PRO 4750G, which is what I sent in, and works great in my system!
Thanks everyone for your support throughout my previous posts! I appreciated every suggestion that was made on how I should go about rectifying this.
Special shoutout to AMD for admitting to their mistake and making things right, in the name of customer satisfaction. Finally a happy ending to a month-long RMA process!
EDIT: I'll be making a photo gallery of the OEM packaging I received, since it seems like it's not the usual boxes/packaging that's distributed with other 'box' RMAs. I'll aim to post it tomorrow in another thread!
Glad to hear that they made it right for you. Great job applying pressure and being persistent in seeking a resolution.
I hope amd reads these threads and realizes the importance of improving the customer experience with its online presence and after sales support. It may cost money but losing customers for life will always be more expensive
And: “well we took care of that squeaky wheel, back to business as usual”
A guess thats a big fuck you to all the idiots who cried *iTs a TrAy CpU ThEy CaNt SeNd OnE fRoM a TrAy!!!1!"
Glad it worked out man.
Haha, thanks mate. I even got the actual tray itself, and I guess OEM packaging too, which I didn't expect. Took some pics and will upload tomorrow
That's pretty cool having a CPU straight from AMD that you technically can't even buy in retail. I'm curious how they shipped it to you, was it just a plastic tray with the CPU?
Yeah! Came in a huge box with tons of bubble wrap, very well sealed, and got an actual plastic tray too which is really nice. Looks like the tray can hold 12 CPU/APUs, of course I just had 1 slot with something in it.
Oh so you got one of these trays?
It's a shame that companies have to be called out publicly before they make things right, even when they're completely at fault.
To give them the benefit of the doubt, maybe if I got the ticket escalated without posting on Reddit I could have achieved the same resolution, but I do think the social media aspect helped a lot.
Special shoutout to AMD for admitting to their mistake and making things right, in the name of customer satisfaction. Finally a happy ending to a month-long RMA process!
Their mistake being that they should never have given you the time of day in the first place? LOL, that's a weird place to take a stand, but nevertheless congrats on having your happy ending.
If anyone ends up in a similar situation in the near future or wants to buy a non-retail APU product from grey market sellers, then the moral of the story here is to go straight to your seller and deal with them instead of hoping for AMD to cover the product under a warranty that it does not have.
The mental gymnastics here are absoloutly incrediable?!
AMD's mistake was authorising the RMA (should have said nope), accepting the CPU (must have given him return details) and then literally de-stroying it...? Like they literally destroyed his CPU without even asking if he wanted it back first?
If it's not covered then they should have send that rather expensive item back to the owner instead of destroying it surely?!
Morral of the story is to read the fine print/warranty indeed, but AMD sure screwed up no matter which way you cut it...
Yep!
As someone who works for a rather large company, if our RMA department AUTHORIZED the RMA to be processed AND THEN DESTROYED the part/component, guess what, getting an RMA! We have returned plenty of damaged products, incorrect products, etc, but once you destroy property, its now a liability.
All that aside, parts should always be covered under warranty from MFG date for the specified time length, no matter WHO it was purchased from or WHO is was SOLD to. I remember some Kingston HyperX in a prebuilt that went bad, and had to get it through the OEM... who wanted the whole system sent in, NOPE!
Imagine how cool it would be if they let you keep the 3700X and the 4750G!
Haha that'd be nice. I did contact them just in time though and they caught the 3700X shipment before it went out. So in the end they only actually shipped me a 4750G, after much convincing.
引用元:https://www.reddit.com/r/Amd/comments/ms8emn/final_update_got_a_4750g_as_replacement_did_amd/
Thanks a lot!