continue to struggle with my intel purchase

General Info


Chat start time Jan 6, 2011 9:12:01 PM EST

Chat end time Jan 6, 2011 9:32:12 PM EST

Duration (actual chatting time) 00:20:11

Operator IntelJoy



Chat Transcript

info: Please wait for a site operator to respond.

info: You are now chatting with 'IntelIntelJoy'

IntelIntelJoy: Hi there! Thank you for using the Intel Customer Support chat service. We are glad to be of service. How can I help you today?

mikeshenxxxxx: hi

mikeshenxxxxx: just a query about my desktop board replacement

IntelIntelJoy: Okay.

mikeshenxxxxx: I called on 3 Jan. the intel tech said a replacement baord would be sent to be in 3~ 5 work days.

IntelIntelJoy: Working days, yes.

mikeshenxxxxx: I know its not 5 days yet. But I'm bit impatient now

mikeshenxxxxx: Order Number: 7500Despair Order Date : 2011-Jan-03 (Please note that your order will expire in 60 days from the date the order was placed.) Products Intel is sending to you: (Note:Product information is conditional based on substitute part availability.Actual part(s) may differ.) Row No : 1 Part No : D81073-207 Product : D81073-207 BD, MB, DP35DPM (DRAGONTAIL PEAK)

mikeshenxxxxx: any chance to see where is the board now?

IntelJoy: Let me see. Hold on for a moment.

IntelJoy: Kindly hold for 3-5 minutes.

mikeshenxxxxx: thanks

IntelJoy: Thank you for waiting.

mikeshenxxxxx: no problem

IntelJoy: Saw the order already.

mikeshenxxxxx: ok

IntelJoy: May I know if you already return the defective unit already?

mikeshenxxxxx: not yet. still in my room. I am told it is forward replacement. and it is a new one.

IntelJoy: The case was process as standard replacement process. That process is to send out the faulty unit first to depot. Soon as depot receive and verify the faulty unit, they will be sending out the replacement.

mikeshenxxxxx: umm... that's not what I am told.

IntelJoy: Let me check the chat logs.

IntelJoy: Kindly hold for 3-5 minutes.

mikeshenxxxxx: it was a call logs ( two on 3 Jan 2011)

IntelJoy: Chat log from the case note I mean.

mikeshenxxxxx: ok, fine

IntelJoy: Checked it already and it was stated on it that you were informed of SWR process.

IntelJoy: SWR or Standard Warranty Process.

IntelJoy: And the order ID provided to you then is already SWR.

mikeshenxxxxx: I made two phone calls, the first one , one of the lady said intel would forward-replacing. then I called again, supplied the serial number, then I received an order number.

IntelJoy: Also, we only provide standard warranty replacement for consumers.

IntelJoy: The order ID provided to you is for SWR and basing from the case notes you were informed of it also.

IntelJoy: And as mentioned above, we only provide the standard procedure for consumers.

mikeshenxxxxx: thanks for letting me know that. as the previous replacement one hasn't being working for a number of years anyway.

mikeshenxxxxx: as I remember vaguely, does Intel still send out a packing slip (FedEx last time) to me?

IntelJoy: Right now, the courier will just deliver a shipping document to you for shipping out the replacement.

mikeshenxxxxx: ok,

mikeshenxxxxx: I better check my letterbox.

IntelJoy: All right.

mikeshenxxxxx: thx for the help.

mikeshenxxxxx: bye

IntelJoy: No worries.

IntelJoy: Thank you for using chat. Have a nice day!

IntelJoy: Thank you for visiting our live chat support. We value your suggestions and would appreciate it if you would take a moment to complete the survey. The survey will appear when you click "Close'' to close the chat window.