What kind of black magic must I possess to get Supermicro ..

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What kind of black magic must I possess to get Supermicro ..

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Brian Pellham

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Since: Jan 05, 2004
Posts: 2

(Msg. 1) Posted: Tue Jan 06, 2004 1:44 am Post subject: What kind of black magic must I possess to get Supermicro to RMA???????? Archived from groups: alt>comp>periphs>mainboard>supermicro (more info?)

I've turned in TWO RMA requests since 6AM 12-30, it's 1-5 now, no response to either request! "Upon receipt of the completed RMA Form, a RMA Number will be assigned within 24 business hours after submitting the request and returned to you via email." I've got a dying X5DA8, in warranty, that I not only can't get RMA support for, they won't even write back to me (automated form e-mails excluded)! Am I all alone? >> Stay informed about: What kind of black magic must I possess to get Supermicro ..

Rita_A_Berkowitz

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Since: Dec 06, 2003
Posts: 14

(Msg. 2) Posted: Tue Jan 06, 2004 1:44 am Post subject: Re: What kind of black magic must I possess to get Supermicro to RMA???????? [Login to view extended thread Info.] Archived from groups: per prev. post (more info?)

"Brian Pellham" <brian DeleteThis @kalama.com> wrote in message news:BNlKb.1359$lE.1097871@news3.news.adelphia.net... > I've turned in TWO RMA requests since 6AM 12-30, it's 1-5 now, no response > to either request! > > "Upon receipt of the completed RMA Form, a RMA Number will be assigned > within 24 business hours after submitting the request and returned to you > via email." > Call them on the phone and they will give you an RMA# over the phone. Explain the situation and tell them that you have already submitted an RMA form. These problems are best handled over the phone, don't screw with e-mail. Rita<!-- ~MESSAGE_AFTER~ --> >> Stay informed about: What kind of black magic must I possess to get Supermicro ..

daytripper

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Since: Nov 18, 2003
Posts: 582

(Msg. 3) Posted: Tue Jan 06, 2004 1:59 am Post subject: Re: What kind of black magic must I possess to get Supermicro to RMA???????? [Login to view extended thread Info.] Archived from groups: per prev. post (more info?)

On Mon, 05 Jan 2004 22:44:49 GMT, "Brian Pellham" <brian.TakeThisOut@kalama.com> wrote: >I've turned in TWO RMA requests since 6AM 12-30, it's 1-5 now, no response >to either request! > >"Upon receipt of the completed RMA Form, a RMA Number will be assigned >within 24 business hours after submitting the request and returned to you >via email." > >I've got a dying X5DA8, in warranty, that I not only can't get RMA support >for, they won't even write back to me (automated form e-mails excluded)! > >Am I all alone? Could simply be, bad timing, what with the holidays and all. But, did you buy the board from SuperMicro? When I've had to get a board replaced I did it through the company that sold me the board... /daytripper<!-- ~MESSAGE_AFTER~ --> >> Stay informed about: What kind of black magic must I possess to get Supermicro ..

Citizen Ed

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Since: Jul 09, 2003
Posts: 52

(Msg. 4) Posted: Tue Jan 06, 2004 11:21 am Post subject: Re: What kind of black magic must I possess to get Supermicro to [Login to view extended thread Info.] Archived from groups: per prev. post (more info?)

Brian, First, keep in mind that you submitted your RMA immediately before the holidays, and it's now immediately following. There is a good chance that Supermicro (just like tons of other companies) is closed for the long New Years weekend. Second, why don't you go to the vendor that sold you the board? It's rarely best (for a consumer) to go direct to a manufacturer for support, RMAs, etc. That's why resellers exist. They're better able to manage requests from customers... Ed Brian Pellham wrote: > I've turned in TWO RMA requests since 6AM 12-30, it's 1-5 now, no response > to either request! > > "Upon receipt of the completed RMA Form, a RMA Number will be assigned > within 24 business hours after submitting the request and returned to you > via email." > > I've got a dying X5DA8, in warranty, that I not only can't get RMA support > for, they won't even write back to me (automated form e-mails excluded)! > > Am I all alone? > ><!-- ~MESSAGE_AFTER~ --> >> Stay informed about: What kind of black magic must I possess to get Supermicro ..

Brian Pellham

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Since: Jan 05, 2004
Posts: 2

(Msg. 5) Posted: Thu Jan 08, 2004 2:28 pm Post subject: HEY! they finally responded! [Login to view extended thread Info.] Archived from groups: per prev. post (more info?)

Give me your take on this. Here's a copy of my response to their reply: -----------------BEGIN EMAIL SNIPPET----------------------- FINALLY I got a response!!! Can I "Return for Cross-Shipment" like I actually want? This RMA request that you responded to was my 4th attempt. I changed my responses to your request form this time just to see if it would get you guys to respond! 1st unanswered attempt: Tue, 30 Dec 2003 06:47:46 -0800 2nd unanswered attempt: Fri, 02 Jan 2004 16:11:53 -0800 3rd unanswered attempt: Mon, 05 Jan 2004 14:50:39 -0800 4th finally answered attempt: Tue, 6 Jan 2004 21:04:10 -0800 The changes from the first three times are: 1. I changed "Dealer's Name:" to 8ANET, from ACME MICRO SYSTEMS. I have two receipts for this board and they use either name on the receipts. 2. I changed "Company Name:" to Gippal-Nooj, from NONE. Lol, Gippal and Nooj are characters from a video game. I made this change in desperation to see if I could get a response. I figure a company's malfunctioning motherboard is probably more important to Supermicro than an individual's, maybe I'm right... 3. I changed "Email Address:" to *****@***** , from ********@yahoo.com . I prefer the Yahoo account due to the lack of spam! 4. I changed "Select Your Return Type:" to Return for Repair, from Return for Cross-Shipment. Cross-Shipment is what I really want because I would like to minimize my downtime as much as possible. I thought I might have a better chance to get a response if I asked for Return for Repair. Again, this isn't what I wanted, but maybe it made the difference to you guys in deciding to respond at all... So what change was it that I made that finally got you guys to respond? I have been submitting RMA requests now since before you opened on the 30th of December! All of your auto-replys said, "Your RMA request form has been received by SuperMicro's RMA department and we will respond within 1 business day.". This 4th attempt sure got a quick response! Was it the change to my dealers name, company name, email address, or return type? Was it a combination of the changes? I would really like to know what finally made me worthy of a response? > > From: "Richard Sheen" <*******@supermicro.com> > Date: 2004/01/07 Wed PM 05:08:26 PST > To: <**********@*****> > Subject: RE: RMA Request: Motherboard : Brian Pellham > > Hi Brian > Please remark this Rma# *** clearly at out side of the package and ship it in for service. > Richard > > -----Original Message----- > From: RMA > Sent: Wednesday, January 07, 2004 9:31 AM > To: Richard Sheen > Subject: FW: RMA Request: Motherboard : Brian Pellham > > > > > > > > -----Original Message----- > From: Brian Pellham [mailto:******@******] > Sent: Tuesday, January 06, 2004 9:04 PM > To: RMA > Subject: RMA Request: Motherboard : Brian Pellham > > > > > THIS FORM MUST BE INCLUDED IN YOUR SHIPMENT WITH YOUR RMA NUMBER > > > <http://www.supermicro.com> > > > > > RETURN TO: > SUPERMICRO COMPUTER INC > 980 Rock Ave, > San Jose, CA 95131-1615, USA > TEL: (408) 503-8000 ext. 8152/ 8153 > 8154/ 8053 > FAX: (408) 503-8021 > > You RMA Number: > > > > > > > > > Product Type: > > Motherboard > > > Dealer's Name: > (Where you Purchased your product) > > 8ANET > > > Company Name: > > Gippal-Nooj > > > Contact Person: > > Brian Pellham > > > Street Address: > > ************** > > > City, State, Zip Code: > > ***************** > > > Telephone #: > > ************ > > > Email Address: > > ********@******** > > > SuperMicro Tech. Support > Contact Person: > > > > > Return for: > > Repair > > > Preferred Shipping method: > > UPS Ground > > > > > > Model > > Serial # > > Qty > > Date > Code > > Full Detailed Description > of Problem > > > 1 > > X5DA8 > > ***** > > 1 > > 12/02 > > BIOS screen text corruption, corrupt video in general (tried different AGP cards). MB standby LED failure. Mysterious crashes forcing reset. > > > 2 > > > > > > > > > > > > > 3 > > > > > > > > > > > > > 4 > > > > > > > > > > > > > > System Configuration: > > > > CPU Clock: > > 2.8Ghz x 2 > > > CPU Bus: > > 533Mhz > > > Memory Size: > > 512MB > > > Memory Quantity: > > 4 > > > Operating System: > > Windows XP Pro SP-1a > > > Other Devices: > > ATI Radeon 9700 Pro 128MB AGP > > > > > -----------------END EMAIL SNIPPET-----------------------<!-- ~MESSAGE_AFTER~ --> >> Stay informed about: What kind of black magic must I possess to get Supermicro ..**

Citizen Ed

External

Since: Jul 09, 2003
Posts: 52

(Msg. 6) Posted: Thu Jan 08, 2004 2:28 pm Post subject: Re: HEY! they finally responded! [Login to view extended thread Info.] Archived from groups: per prev. post (more info?)

Did you heed ANY of the advice offered in previous posts? Return for repair is completely different from cross shipment. If you Return for Repair, you ship it back, they repair it, then they ship it back to you. I doubt that the changes you made to the request had any effect. I have a strong feeling that the problems you're having are directly attributed to the fact that you're attempting to go manufacturer direct. I'm still not sure why you don't try your vendor. Based on what I know of Acme (8Anet), it may be because they refused to help you, but who knows. Lastly, posts to this newsgroup are not to Supermicro. I've never seen any indication that anyone at Supermicro even reads this group. Ed Brian Pellham wrote: > Give me your take on this. > > Here's a copy of my response to their reply: > > -----------------BEGIN EMAIL SNIPPET----------------------- > > FINALLY I got a response!!! > > Can I "Return for Cross-Shipment" like I actually want? > > > This RMA request that you responded to was my 4th attempt. I changed my > responses to your request form this time just to see if it would get you > guys to respond! > > 1st unanswered attempt: Tue, 30 Dec 2003 06:47:46 -0800 > > 2nd unanswered attempt: Fri, 02 Jan 2004 16:11:53 -0800 > > 3rd unanswered attempt: Mon, 05 Jan 2004 14:50:39 -0800 > > 4th finally answered attempt: Tue, 6 Jan 2004 21:04:10 -0800 > > > The changes from the first three times are: > > 1. I changed "Dealer's Name:" to 8ANET, from ACME MICRO SYSTEMS. I have two > receipts for this board and they use either name on the receipts. > > 2. I changed "Company Name:" to Gippal-Nooj, from NONE. Lol, Gippal and > Nooj are characters from a video game. I made this change in desperation to > see if I could get a response. I figure a company's malfunctioning > motherboard is probably more important to Supermicro than an individual's, > maybe I'm right... > > 3. I changed "Email Address:" to *****@***** , from > ********@yahoo.com . I prefer the Yahoo account due to the lack of spam! > > 4. I changed "Select Your Return Type:" to Return for Repair, from Return > for Cross-Shipment. Cross-Shipment is what I really want because I would > like to minimize my downtime as much as possible. I thought I might have a > better chance to get a response if I asked for Return for Repair. Again, > this isn't what I wanted, but maybe it made the difference to you guys in > deciding to respond at all... > > > So what change was it that I made that finally got you guys to respond? I > have been submitting RMA requests now since before you opened on the 30th of > December! All of your auto-replys said, "Your RMA request form has been > received by SuperMicro's RMA department and we will respond within 1 > business day.". This 4th attempt sure got a quick response! Was it the > change to my dealers name, company name, email address, or return type? Was > it a combination of the changes? I would really like to know what finally > made me worthy of a response? > > >>From: "Richard Sheen" <*******@supermicro.com> >>Date: 2004/01/07 Wed PM 05:08:26 PST >>To: <**********@*****> >>Subject: RE: RMA Request: Motherboard : Brian Pellham >> >>Hi Brian >>Please remark this Rma# *** clearly at out side of the package and > > ship it in for service. > >>Richard >> >>-----Original Message----- >>From: RMA >>Sent: Wednesday, January 07, 2004 9:31 AM >>To: Richard Sheen >>Subject: FW: RMA Request: Motherboard : Brian Pellham >> >> >> >> >> >> >> >>-----Original Message----- >>From: Brian Pellham [mailto:******@******] >>Sent: Tuesday, January 06, 2004 9:04 PM >>To: RMA >>Subject: RMA Request: Motherboard : Brian Pellham >> >> >> >> >>THIS FORM MUST BE INCLUDED IN YOUR SHIPMENT WITH YOUR RMA NUMBER >> >> >> <http://www.supermicro.com> >> >> >> >> >> RETURN TO: >> SUPERMICRO COMPUTER INC >> 980 Rock Ave, >> San Jose, CA 95131-1615, USA >> TEL: (408) 503-8000 ext. 8152/ 8153 >> 8154/ 8053 >> FAX: (408) 503-8021 >> >>You RMA Number: >> >> >> >> >> >> >> >> >>Product Type: >> >>Motherboard >> >> >>Dealer's Name: >>(Where you Purchased your product) >> >>8ANET >> >> >>Company Name: >> >>Gippal-Nooj >> >> >>Contact Person: >> >>Brian Pellham >> >> >>Street Address: >> >>************** >> >> >>City, State, Zip Code: >> >>***************** >> >> >>Telephone #: >> >>************ >> >> >>Email Address: >> >>********@******** >> >> >>SuperMicro Tech. Support >>Contact Person: >> >> >> >> >>Return for: >> >>Repair >> >> >>Preferred Shipping method: >> >>UPS Ground >> >> >> >> >> >>Model >> >>Serial # >> >>Qty >> >>Date >>Code >> >>Full Detailed Description >>of Problem >> >> >>1 >> >>X5DA8 >> >>***** >> >>1 >> >>12/02 >> >>BIOS screen text corruption, corrupt video in general (tried different AGP > > cards). MB standby LED failure. Mysterious crashes forcing reset. > >> >>2 >> >> >> >> >> >> >> >> >> >> >> >> >>3 >> >> >> >> >> >> >> >> >> >> >> >> >>4 >> >> >> >> >> >> >> >> >> >> >> >> >> >>System Configuration: >> >> >> >>CPU Clock: >> >>2.8Ghz x 2 >> >> >>CPU Bus: >> >>533Mhz >> >> >>Memory Size: >> >>512MB >> >> >>Memory Quantity: >> >>4 >> >> >>Operating System: >> >>Windows XP Pro SP-1a >> >> >>Other Devices: >> >>ATI Radeon 9700 Pro 128MB AGP >> >> >> >> >> > > > -----------------END EMAIL SNIPPET----------------------- > ><!-- ~MESSAGE_AFTER~ --> >> Stay informed about: What kind of black magic must I possess to get Supermicro ..**

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