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Dougal

Faulty Motherboard - Anyone Heard of This?

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I built my latest PC a few months ago and I’ve just discovered that my ridiculously expensive motherboard has a fault... The onboard GPU doesn’t work. The reason I’ve only just discovered this, is that I fitted a graphics card on day one. Foolishly it seems, without first testing the M/B GPU. To be honest, I don’t think it even crossed my mind at the time. With further internet research, it can ‘probably’ be assumed the fault was present from new.  Seems it’s a common issue on the v1 production of the board (Asus Z170 Deluxe).

Although the board is still well within its 12 month warrantee, the retailer states it has to go back to Asus for repair, rather than replaced, which apparently takes about 30 days. That I understand, is fairly standard practice.  HOWEVER....  They also stipulate, that before a return will even be considered, that I send them photographs, and preferably macro shots, of the CPU socket, in order to prove no pins are bent.

Has anyone ever heard of this?  I'm not even sure it can be legal.

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The onboard GPU is on your CPU, not the mobo. That being said, faulty motherboards do happen. I've seen a few in about the 40 pc's that I have built over the past 10 years or so. Getting it swapped out at the store or you having to RMA is all dependent on your retailer and their policy.

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If you want to use the GPU inside the CPU, you have to activate it via the BIOS.

Did you do that?

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4 hours ago, patrice_bambou said:

If you want to use the GPU inside the CPU, you have to activate it via the BIOS.

Did you do that?

Good question... and to add: If one has an add-on GPU why would one want to run the CPU graphics?

Greg

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I've found on-board GPU is usually on by default. Switches automaticaly if you install a graphics card. 

Worth checking if its off in the BIOS. Although I would have thought that would be the first thing Asus support would have asked that you check.

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11 hours ago, lownslo said:

Good question... and to add: If one has an add-on GPU why would one want to run the CPU graphics?

Greg

 

It's an expensive CPU and whether its used or not it should be functional. Shouldn't have to pay loads of dosh for a defective product. And who knows whether, some time in the future, it might be required in an emergency.

And if the MB is at fault... who knows what other defects might be present.

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11 hours ago, lownslo said:

Good question... and to add: If one has an add-on GPU why would one want to run the CPU graphics?

Greg

A friend of mine uses his to feed an external FMC screen he built himself without stressing the main GPU.

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8 hours ago, martin-w said:

 

It's an expensive CPU and whether its used or not it should be functional. Shouldn't have to pay loads of dosh for a defective product. And who knows whether, some time in the future, it might be required in an emergency.

And if the MB is at fault... who knows what other defects might be present.

All true, but I only wonder if the aggravation will be worthwhile to the OP.  Clearly, his retailer and ASUS aren't interested in resolving the matter as stipulated by (jurisdictional) law.  Given the absolutely worthless support coming from tech hardware manufacturers perhaps the best option is to simply rely upon his add-on GPU and get on with life.  Of course, his money-his choice.

Greg

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16 hours ago, lownslo said:

All true, but I only wonder if the aggravation will be worthwhile to the OP.  Clearly, his retailer and ASUS aren't interested in resolving the matter as stipulated by (jurisdictional) law.  

Greg

 

Who said Asus aren't interested, they haven't been contacted? 

As for the retailer, they've asked for a photo of the pins. Not unusual considering how easily pins are bent and how often that occurs during CPU installation. Intel, of course, decided it would be an awesome idea to have the pins on the MB instead of the CPU, in order to shift the hassle of bent pin RMA's to the board manufacturer.

 

Quote

 the absolutely worthless support coming from tech hardware manufacturers

 

Really? That's a bit of as stretch. It is true that Asus support isn't regarded as the best "by some" but there are plenty of manufactures out there that are top-notch in this respect. EVGA, Cablemod, just to mention two. Plenty more.

 

Quote

perhaps the best option is to simply rely upon his add-on GPU and get on with life.  Of course, his money-his choice.

 

It is indeed his choice. And he has a few points to consider. Namely the usefulness of an iGPU in the event of discreet card failure. Whether the fault itself is limited to just that function, or indicative of a possible wider failure elsewhere, thus ultimately more trouble down the line. Component devalued if he wishes to sell it on. All of these things and more would indeed be weighed against the effort and time of asking Asus for an RMA.

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On 02/05/2017 at 4:43 PM, Dougal said:

I built my latest PC a few months ago and I’ve just discovered that my ridiculously expensive motherboard has a fault... The onboard GPU doesn’t work. 

 

Just to mention Dougal, in case you weren't aware, the on-board GPU isn't on the board, it's an iGPU within the CPU itself. It's very rare for a CPU to be faulty though and I've only heard of the iGPU itself being defective once, so yes, far more likely to be the motherboard, and I hate to say it, but bent pins are a possibility.

I presume you have the latest BIOS, just in case that's a possibility?

 

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Hi Martin

Checked pins before posting board back to retailer. All appears good with those tiny little blighters. Now without a simming PC for as long as repair takes;-(

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I only came across the fault when removing the nVida card for dust removal.

On 2017-5-2 at 9:43 PM, lownslo said:

Good question... and to add: If one has an add-on GPU why would one want to run the CPU graphics?

Greg

What a strange thing thing to say;-)  When paying the sums of money asked for these boards, surely 'one' would want them to work correctly;-)  How would you deal with it if one of the USB ports didn't work?  Don't worry, there's plenty more? ;-)  Or if the 'Diplay Port' was dead?  Well, thats ok I'll just use the HDMI port.  ;-)

Also,, for those asking.... Yes, I checked (and triple checked) BIOS settings. Obviously it was the 1st thing to check. I even tried reverting back to an older, non current BIOS in case it was a BIOS fault.

There are many other reports of this happening on this board too.

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In fairness, if it is a motherboard fault, then its the very first Asus product that's EVER let me down in over 17 years of purchases of all things Asus.  What has really hacked me off, is the attitude of the retailer.  I've been using them for over 20 years.  Like many companies, their customer support was excellent until they started to grow into what they've now become - just yet another huge outlet when customers become nothing more than order numbers. That's a shame:-(

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Martin, which BIOS are you currently using?

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12 minutes ago, Dougal said:

What has really hacked me off, is the attitude of the retailer.  I've been using them for over 20 years.  Like many companies, their customer support was excellent until they started to grow into what they've now become - just yet another huge outlet when customers become nothing more than order numbers.

Dougal, which retailer was it? May be useful when I'm making future purchases.

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2 hours ago, Dougal said:

In fairness, if it is a motherboard fault, then its the very first Asus product that's EVER let me down in over 17 years of purchases of all things Asus.  What has really hacked me off, is the attitude of the retailer.  I've been using them for over 20 years.  Like many companies, their customer support was excellent until they started to grow into what they've now become - just yet another huge outlet when customers become nothing more than order numbers. That's a shame:-(

 

Was this Scan???

Had a surprising Scan incident the other day.  Had ordered some Cablemod cables for my daughters build, only to realise that the cables may not have been compatible with the PSU I bought. Cablemod (awesome guys there, great support) agreed that they probably weren't compatible, so I asked Scan for a return. The first email from them surprised me a bit. They asked me if it was in a sell-able condition, as they put it " not opened". They went on to say if it had been opened they "may" deduct a fee as it's not sell-able. 

Never before has any retailer said that to me. As you know, the law states we are entitled to open products bought on-line to examine them and then return if we wish. I felt from the tone of the email they "may" have been trying to put me off sending it back. So I did a bit of Googling and found lots of reports of issues with Scan when trying to return products or if faulty. Guess what, one of the issues addressed was with bent pins on motherboards, with quite a few users saying they were certain they weren't bent when they sent the board back to them. Even YouTube videos re this.

May have been totally unfair criticism, but it's put me off them. Will stick to Amazon as I have Prime. And on the subject of Prime, in stark contrast to Scan, returns are awesomely efficient. 4 or 5 clicks of the mouse, no threats of fines if you've opened it, and RMA granted, return label printed and if you nip to the post office sharpish, back with Amazon that day. And get this... when I returned an item to Amazon recently the money was back in my account that day!!! Three weeks at Scan to get your dosh back.

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2 hours ago, Dougal said:

Martin, which BIOS are you currently using?

 

For my Z170-Deluxe I have the 3007 BIOS. Haven't needed to update. This guy is working fine.

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1 hour ago, martin-w said:

 

Was this Scan???

Had a surprising Scan incident the other day.  Had ordered some Cablemod cables for my daughters build, only to realise that the cables may not have been compatible with the PSU I bought. Cablemod (awesome guys there, great support) agreed that they probably weren't compatible, so I asked Scan for a return. The first email from them surprised me a bit. They asked me if it was in a sell-able condition, as they put it " not opened". They went on to say if it had been opened they "may" deduct a fee as it's not sell-able. 

Never before has any retailer said that to me. As you know, the law states we are entitled to open products bought on-line to examine them and then return if we wish. I felt from the tone of the email they "may" have been trying to put me off sending it back. So I did a bit of Googling and found lots of reports of issues with Scan when trying to return products or if faulty. Guess what, one of the issues addressed was with bent pins on motherboards, with quite a few users saying they were certain they weren't bent when they sent the board back to them. Even YouTube videos re this.

May have been totally unfair criticism, but it's put me off them. Will stick to Amazon as I have Prime. And on the subject of Prime, in stark contrast to Scan, returns are awesomely efficient. 4 or 5 clicks of the mouse, no threats of fines if you've opened it, and RMA granted, return label printed and if you nip to the post office sharpish, back with Amazon that day. And get this... when I returned an item to Amazon recently the money was back in my account that day!!! Three weeks at Scan to get your dosh back.

Hi Martin

No its eBuyer. I have used Scan for a couple of PC builds. I found their prices very good. In fact considerably cheaper than most, but service not up to scratch. Sadly, eBuyer have become very much like all the big suppliers....  They 'tick all the right boxes' and have 'all the glossy brochures' etc, but just like many, that's it.  The staff have been on the right training courses, so are suitably patronising.  What I've grown to like about them, is that its possible to order as late as 9pm and still get next day delivery.

I definitely WON'T be using them any more:-(

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...and.... Although I refused to supply them with the requested photo's, I DID take some for own use and protection before packing up the board. Using an old PC now and going to severely miss my main PC.  Being pretty much house bound now, its my main pass time.

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4 hours ago, Dougal said:

What a strange thing thing to say;-)  When paying the sums of money asked for these boards, surely 'one' would want them to work correctly;-)  How would you deal with it if one of the USB ports didn't work?  Don't worry, there's plenty more? ;-)  Or if the 'Diplay Port' was dead?  Well, thats ok I'll just use the HDMI port.  ;-)

I apologize if I seemed flippant.  If your support on the right side of the pond is as bad as ours on the left then an experience like yours now can be more than a little frustrating.  In some cases I just move on to another vendor and thereby reduce the stress of terrible support (our consumer protection laws have been neutered over the years in favor of corporate profit).  You are obviously choosing to stand your ground (goodonya!).  Good luck in your endeavor to return the motherboard for a working product.

Greg

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16 hours ago, Dougal said:

...and.... Although I refused to supply them with the requested photo's, I DID take some for own use and protection before packing up the board. Using an old PC now and going to severely miss my main PC.  Being pretty much house bound now, its my main pass time.

 

Good move. 

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Well, this is interesting and more than a little surprising...

eBuyer went on at length to state that I should expect it take at least 30 days for the board to be returned by Asus, and it would be repaired, not replaced, So I spent the last week or so, getting all my important date and programs onto another, older PC.

In the mail today was a shiny, brand new motherboard!!!

VERY surprised but also happy;-) No wonder I was left confused though.

What they haven't done it seems, is test the board for the same fault, so I guess thats next....

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Doesn't surprise me at all. On the rare occasions I've sent motherboards back to Asus, I received a new board. far easier for them that having to repair.

They may not even bother to test the old board. 

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