Intel's E7205: Granite Bay Hits the Streets
by Evan Lieb on November 18, 2002 9:56 AM EST- Posted in
- Motherboards
ASUS P4G8X: Tech Support and RMA
For your reference, we will repost our tech support evaluation procedure here:
The way our Tech Support evaluation works is first we anonymously email the manufacturer's tech support address(es), obviously not using our AnandTech mail server to avoid any sort of preferential treatment. Our emails (we can and will send more than one just to make sure we're not getting the staff on an "off" day) all contain fixable problems that we've had with our motherboard. We then give the manufacturer up to 72 hours to respond over business days and will report not only whether they even responded within the time allotted but also if they were successful in fixing our problems. If we do eventually receive a response after the review is published, we will go back and amend the review with the total time it took for the manufacturer to respond to our requests.
The idea here is to encourage manufacturers to improve their technical support as well as provide new criteria to base your motherboard purchasing decisions upon; with motherboards looking more and more alike every day, we have to help separate the boys from the men in as many ways as possible. As usual, we're interested in your feedback on this and other parts of our reviews so please do email us with your comments.
ASUS's RMA policy is pretty straight forward as follows:
Dear Sir/Madam
Please provide the following information so that we may process your request for warranty repair service. Once we have obtained that information from you, we will issue an RMA # and provide the proper shipping instructions. Please read and provide all of the information below. We cannot complete your request, if all of the information below is not provided.
Thank you,
ASUS Computer International
PLEASE PROVIDE US WITH:
1) THE MODEL & SERIAL NUMBER OFF OF YOUR PRODUCT
model (name of product) serial# (10 digits/characters long, no dashes)
2) YOUR FULL NAME/NAME OF COMPANY (Only provide company name if the shipping address is to a company).
3) YOUR SHIPPING ADDRESS (no PO boxes please)
4) YOUR DAYTIME PHONE/FAX NUMBER
ASUS Computer International (USA) is a warranty repair service center. Please contact place of purchase for credit, refund, upgrade, or advance replacement. Asus does not provide these services under any circumstances.ASUS Does not cover physical damage. Please refer to page 2 of your users manual. There is a $15.00 fee to replace a broken socket. There is a $40.00 fee to repair all other physical damage. If a product is not repairable, the product will be sent back to the customer. If a product is sent in with physical damage and is not accompanied with a payment, the product will be rejected and customers will not be reimbursed for shipping charges. A payment can be made by check, money order (payable to ASUS), or a credit card#. The payment must be sent in with the damaged product. Customers from Canada must make payments with a credit card#.
This is a fairly cut and dry RMA policy, with nothing too special that stands out. As is the norm with motherboard makers, you're asked for quite a bit of information in regards to exactly what has to be RMAed. Everything else is self-explanatory.
Before, we were critical of ASUS for not providing more information about their RMA policy on their web site. We still are critical of ASUS in this regard, as it is still difficult to this day to find any RMA information on their web site except that you can email someone at rma@asus.com. We recently sent off an anonymous email to ASUS (at rma@asus.com) asking them if we could RMA an ASUS motherboard to them in addition to inquiring as to exactly what their RMA policy entails. It's interesting to know that ASUS answered our RMA questions in only 15 hours. This, of course, is very impressive. However, we're still baffled that ASUS hasn't made their RMA information easily accessible on their web site yet.
ASUS's tech support response time was much better than the last time we checked. It took ASUS over 200 hours (weekends not included in those hours) to respond to our tech support inquires the last time around. This time, it took "only" 71 hours for tech support to respond to our email, an hour shy of our standard 72 hour limit. ASUS's remedy for our mock problems was spot-on, so we're certainly pleased about that. But otherwise, ASUS needs to improve their tech support response time.
ASUS's RMA policy is straight forward and not too difficult to complete, but their tech support is still lacking in a big way.
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hrumsey - Friday, January 7, 2005 - link
Regarding previous comment:And I told this thing to show e-mail address. hrumsey@charter.net if anyone has questions.
It also removed paragraph indents that would make the above post a bit more readable- apologies.
And a clarification: The ZCR card could be seen to be flashed only because a jumper change is needed to put them in flash mode. In normal mode, the Thunder K8S Pro S2882 BIOS was squashing the Adaptec 2010S / 2015S BIOS.
Damn, I hope Google indexes that comment well.
Speaking of which, for you-know-who:
Tyan Thunder K8S Pro Adaptec 2010S 2015S ZCR RAID BIOS problem incompatibility bug hang failure download flash PCI-X
Tyan 2882 K8S Pro Thunder ZCR Adaptec 2015S 2010S RAID bug hang failure problem incompatibility PCI-X flash BIOS download
Thunder Tyan 2882 K8S Pro ZCR Adaptec RAID 2010S 2015S BIOS incompatibility problem failure hang PCI-X BIOS bug flash download
wildly incompetent screen-reading technical support monkeys
beta-testing on customers
See previous comment
hrumsey - Friday, January 7, 2005 - link
Anandtech's evaluation covers how good Tyan's tech support is in the absence of any real problem for them to deal with. I would suggest that this is not an adequate criterion.Our experiences were different.
The issue of product quality is relevant here, since it makes the quality of technical support more important if the product is poor. My company tried Tyan boards several years ago, and gave up when along with 4 DOAs, 3 quick in-service failures gave a defective rate of almost 50%. I mistakenly thought almost 10 years would be enough for the company to straighten out.
We ordered 3 Thunder Pro S2882s for a client taking a website inhouse who wanted a 64-bit option- this was before Intel's 64-bit Xeons showed up.
All of the following happened under time pressure, which isn't unusual, and why better support than Tyan's is necessary:
One of the three boards was DOA; wouldn't flash any of three Adaptec 2010S ZCR cards; the other two would. Tyan's tech support essentially kept assuming we were doing something wrong and, and at one point asked if we had the current BIOS on the ZCR cards. They must not have any sort of decent database, since the problem had to be explained anew every call. After they admitted the board was bad, they failed to warn us of their shipping deadline for replacing the board (which they will do, and with an E. Coast vendor and them in CA was necessary).
All the boards failed to see the ZCR cards. First tech said that couldn't be happening, second knew about the problem and said the "E" BIOS fixed it. It didn't. We delivered servers with drives unmirrored.
Site setup was busy for a while. When I finally had a chance to work on ZCR problem, Tyan could find no record of the problem (none of the emails we exchanged except ones I sent had case #s in the header). I explained everything again, and once again had to assure them again that we'd gotten the obvious stuff right. First tech said he didn't know how it could be happening, and thought I was missing something. Got email next day from supervisor acknowledging there was a problem and saying (again) they had a new BIOS out that would fix the problem. Downloaded, sent tech onsite to install. Didn't work, same result- ZCR card option grayed out in BIOS, system hangs. When I had a chance to go down and work on it personally, once again, no record of case. I went through everything from scratch once more, assuring them that yes, we'd read the FAQs and yes, the system was plugged in, and yes, we had tried every possible combination of their two blasted relevant jumpers, and that in fact there were about eight other germane parameters we had tried which none of them had thought of- and all of this while wasting valuable onsite time. When I finally convinced them that 1) we were competent and 2) it wasn't working, I was told I'd get a call back "shortly" from the responsible engineer. Three hours later, in a darkened factory, at 5:14:55 just as I was leaving, I got a call back from the engineer who actually knew what was going on. He finally admitted we had everything right. He had no solution, but agreed with my suggestion for testing and said he'd check- he lacked authority(!)- to see if management would authorize the replacement board I'd been asking for. And they did, but there shouldn't have been any question.
Next trip down I replaced the board in one server, picking the server in whichhe Gigabit Ethernet ports had failed- and it still didn't #$%^& work. Tyan said it had been working the day before for them with a 2010S ZCR card, and until today, I didn't know whether they were lying or not. I cussed some and ordered $1200 worth of controllers to replace what Tyan couldn't get right 5 months after the product's release.
Today I checked and saw that they have a new BIOS for the board available that "Fixes PCI ZCR card hangs system during POST". It's the third BIOS for which they've made that claim, and you know, it really doesn't matter whether they're right this time or not. And if they're not, it doesn't matter whether they're just mistaken or actually lying- theend result is the same.
We saw five of their high-end server boards. One DOA, one in-service failure, all five with a major design flaw. Eight years is enough time to take care of company-wide failures. Any company that will release a $500 server board with a 40% failure rate, and without first ensuring that everything on it actually works, and who then can't tell for five months whether or not they've fixed the resulting problems, and whose tech support is staffed with folks who can't deal those problems- well, that's a company whose products you want to steer very clear of.