Gigabyte leaves there best customers out in the cold!!!!

[jaggerwild]

Hello all/ Janice!
I wanted to post so as to let all know how Gigabyte is dealing with there customers who bought the GA-N680SLI-DQ6 motherboards witch have been there most expensive to date.
Here's a link for you all to see over 100 pages of people who got screwed by them for over $350.00 dollars a pop.
The issue here is why does gigabyte not support nor stand behind this board when it was sold it clearly stated on the front" Supports Extreme 1333Mhz Quad core" cpu's. But infarct does not and they simply chose to forget it and hope that we do also (link).

http://forums.anandtech.com/messageview.aspx?catid=29&threadid=1978297&enterthread=y

Clearly over 100 pages, still no help from Gigabyte on it . These are hard working people who enjoy there computers and spent BIG money on this mainboard!!!!! AND there not happy buy far either.
Gigabytes response, they ignore there e-mails hoping we will go away here. Janice NO disrespect to you as you are an employee I know, but if you could have someone look into this. A simple bios update could take care of us but for some unknown reason they will not do that either.
I will be posting more about this in the coming days as this is an insult for such a large company to do this to hard working people such as the ones in the link provided here. And I will be encouraging the others to post here as well.
I advise all potential Gigabyte customers to reconsider there purchases from a more reputable COMPANY then this Mickey Mouse show!!!

[Mr.Tweak]

Re: Gigabyte leaves there best customers out in the cold!!!!

I would be interested to see what Janice and GIGABYTE have to say about this.

[jaggerwild]

Re: Gigabyte leaves there best customers out in the cold!!!!

Sorry Mr. Tweak as I mean no disrespect to you or your site!!! Also none towards Janice as she is a hard working employee just like me!!!
But have no other means of getting the attentions that are needed here for OUR dilema, I thank you for your help in asking your question again only seeking a refund or replacement of equal value. Don't want any thing I didn't pay for here, only a working mainboard, also I do think Gigabyte makes great products as well.......

Also sorry about the Mickey Mouse comment :(

http://forums.tweaktown.com/showthread.php?p=248714#post248714

[eklock2000]

Re: Gigabyte leaves there best customers out in the cold!!!!

This has been a very poor experience for me as well. I contacted Gigabyte USA with a request for a replacement board and they said I needed to take pictures of the motherboard box showing where it states that they support next-gen Intel procs.

I sent this email per their request months ago with no word from anyone...

"To whom it may concern:
Please see the attached pictures of the motherboard box that you requested. I am extremely disappointed that this motherboard does not perform as claimed on the product packaging. In all honesty, I put great stake in the claims made the product manufacturer and if this claim of FSB1333 Quad-Core support was not made, I probably would have bought a cheaper motherboard for the short-term. I only buy a new motherboard once every few years, and the potential for upgrading the processor to next generation tech. is one of the very things I was counting on.
Particularly on the inside front cover (Inside Cover.jpg) the following statement is made:
“the GIGABYTE GA-N680SLI-DQ6 features several next generation technologies including FSB1333 support for the record-setting Intel Core 2 Extreme Quad Core processors…”
And also on the back cover under specifications (Specs.jpg) a similar claim is made.
You’ve got to understand that I love Gigabyte products. I followed the release of this product for months before finally making the purchase. I paid over $350 for the motherboard assuming that I would not have to upgrade for years given the support for future processors. I was also very unhappy to hear that BIOS support ended and the Board went EOL. I would not be writing you, if Gigabyte was able to provide the support as claimed on the packaging through a BIOS update. In fact, I am not thrilled at the prospect of a replacement board either because Gigabyte does not seem to have plans to release an equivalent motherboard with as many features as the 680SLI-DQ6.
While I do understand that the problem with the 1333FSB Quad-Core processor support on the 680i is not Gigabyte’s fault, and probably due to Nvidia or Intel, it is most definitely Gigabyte’s fault for misleading it’s customers by printing this information on the product package to sell more motherboards. This clearly is something that Gigabyte needs to work out with Nvidia, and the customer should not suffer.
Please let me know how you intend to remedy this issue for me. I would consider an acceptable replacement product that supports 1333FSB Quad-Core processors and SLI graphics cards.
Thank you for your time.
Sincerely,
eklock2000

My system specifications
GA-N680SLI-DQ6, Rev. 1, F5 Serial No.: (01)04719331805111(21)SN0711030177
Intel E6850 w/ Zalman 9700
eVGA 8800GTX SLI w/ 163.71 forceware
2Gb - Crucial Ballistix PC2-8000 (BL2KIT12864AA1005)
Corsair CMPSU 620HX – 620Watts
Antec900
WinXP SP2"

I've followed up on more than one occasion since, still with no response. From the Anandtech forum, it sounds like Gigabyte Australia is the only one stepping up to refund the full $350 price.

I'm at a loss right now. Gigabyte's strategy of not responding at all to customer requests seems to be very effective at stopping us from getting any justice for false advertising. It is, however, not a good strategy for maintaining good customer relations.



Photo of Gigabyte's Product Packaging Stating 1333 Quad-Core Support
<a href="http://s162.photobucket.com/albums/t275/eklock2000/?action=view&current=InsideCover.jpg" target="_blank"><img src="http://i162.photobucket.com/albums/t275/eklock2000/InsideCover.jpg" border="0" alt="Photobucket"></a>

[jaggerwild]

Re: Gigabyte leaves there best customers out in the cold!!!!

Eklock,
Thanks for posting!
Hell I was talking about the CPU's that were out when this board was produced, not even the current one's witch is where there trying to push this issue(under the carpet).
This is there and my repllies to each other bottom first so you know.

" ***** **** [ **********]
Sent : 3/21/2008 13:34
Question : OK,
BUT the processors listed on the package at the time of production don't work with it either.
You don't offer refunds no problem then a suitable repalcement.... I don't want any thing i didn't pay for, the chips listed don't work on this board I'm not talking about the new one's I'm talking about the current one's durring production. Here's a link to over one hundred pages of dissatisfied customers. All with the same issue you said it worked with extreme quad cores at that time the one's out then didn't and still don't work on this board.(link)

http://forums.anandtech.com/messageview.aspx?catid=29&threadid=1978297&enterthread=y&STARTPAGE=102

Let your bosses see how happy these people are, all with my issue too
"the box it states"supports 1333Mhz FSB Quad core processors" witch in fact it does not. I'll also post this reply of your there for them to see also, you are lossing customers by the hour.
Again let me get a replacement of equal value? If no refund?
**** ******
(***)*** ****
Answer - 583123
Answer : Dear Customer,

I am sorry, but we do not offer refunds. The production Intel processor changed from the testing sampling. The specifications and CPU list for the model GA-N680SLI-DQ6 is here:

http://www.gigabyte-usa.com/Products/Motherboard/Products_Overview.aspx?ProductID=2526

Thank you for choosing Gigabyte products
Question - 583123
From : ***** ******* [ **** *** ****]
Sent : 3/18/2008 21:38
Question : Hello!
I'm contacting you concering my Gigabyte mother board GA-N680SLI-DQ6 rev.2 on the box it states"supports 1333Mhz FSB Quad core processors" witch in fact it does not.
I'd like to get a redund as this has been way to long of a time for me to deal with the board.It was purchased from New Egg.
Any help you may offer would be great!
Thank You
***** ******
(***)*** **** "


Some sample posts of the last day at Anandtech forum for this board
"I would concider that Beagle but it dont look like there going to do much about it here. A Trade for that board would be ok but as I have said I would never purchase a Gigabyte board again. There giving me the run around so far, basically insisting I try everything that I already have again even though I have explained i have done such steps many times over and over again. . "
That was from CD fire, yeah he's a real big Gigabyte fan.............

http://pic80.picturetrail.com/VOL2072/10257158/19023331/304790348.jpg

350 dollars gone, Yeah can't wait to buy more stuff from them.

[jaggerwild]

Re: Gigabyte leaves there best customers out in the cold!!!!

This is what I want them to answer, why it states clearly that it DOES IN FACT SUPPORT 1333MHZ QUAD CORES when in FACT IT DOES NOT. This is what and why I want a replacement board for, them lying to the public.

[cdfire]

Re: Gigabyte leaves there best customers out in the cold!!!!

I have this same board and not only have the same complaints as jaggerwild and eklock2000, but Gigabyte keeps giving me the run around on the issue of at boot up I get the building DMI pool issue 50% of the time. I have had the board for a little over a year now and since day one I have had this issue and even though I have tested every part, Ram, CPU, Graphics Card, Sound Card, DVD drive and even the hard drive in the pc in another pc they still insist its not the board.

With that said I am not a over clocker and I could even live with the fact that they false advertised the board, although I believe something should be done about such if not by Gigabyte supporting there own products, then threw the court system, but with the issues I have had with this board and considering how much we paid for this board, nothing short of a full refund at this point would be acceptable IMO.

I have been using Gigabyte Motherboards for years and waited for this board over all other 680I boards of which all but the Asus Striker cost much less then this board. One would think that for the price we paid for this board it would have been the top of the lot but instead it has been nothing but trouble and false claims.

[Blazer7]

Re: Gigabyte leaves there best customers out in the cold!!!!

So here we are, a bunch of unsatisfied customers. Having paid more than 300$ a head we’ve ended up with a product that doesn’t support what it was supposed to. More to it Gigabyte doesn’t stand up for us.

I can understand that Gigabyte won’t give us a full refund but there are other things I can’t understand. For instance, Gigabyte is not the only company that had problems with their 680 board and penryn but it sure is at the bottom with their support.

There are people out there that use Yorkfield cpus on ASUS striker extreme boards with beta BIOS and eVGA offered a trade-up program for all those that wanted to upgrade to a 780 board. Gigabyte however did absolutely nothing for us. Our board doesn’t even support the QX6850 for crying out loud.

I’ve never paid more for a board than I did for this one and I know that I speak for lots of others here. After paying what we did I would expect to have similar support with the guys that got ASUS or eVGA mobos. And they’ve paid less than we did.

What’s the point of trusting Gigabyte again if they don’t stand up for us ?

[jaggerwild]

Re: Gigabyte leaves there best customers out in the cold!!!!

There defense is it doesn't say we support them on our site, but there it is in black and white on the front of there MB box for all the world to see it says
"SUPPORTS 1333MHZ EXTREME CPU"S".

Yeah EVGA only wanted 140 dollars to step up my LT680i to the 780(laughing un controllably).
You make a valid point there blazer that all we want is an adequate replacement or even a bios up date to help us out here.
He'll I'd pay to step up to a 790 MB even though they haven't made good on this board yet. Multi-Billion dollar corporation and they ignore there customers?????????

Gigabyte make good here PLEASE!!!!!!!

[Blazer7]

Re: Gigabyte leaves there best customers out in the cold!!!!

I believe that Gigabyte cannot remedy things with a BIOS update. They would have done so if they could. I agree on having to pay a reasonable fee to upgrade to a 780/790 mobo even though the later does not support DDR2 and whoever wants to upgrade will have to spend a lot more on memory.

Still, that would be some kind of support. On the other hand with Gigabyte’s support record so far I doubt they will do anything of a kind. It’s on their hand to prove me wrong.

[eklock2000]

Re: Gigabyte leaves there best customers out in the cold!!!!

Eklock,

Answer - 583123
Answer : Dear Customer,

I am sorry, but we do not offer refunds. The production Intel processor changed from the testing sampling. The specifications and CPU list for the model GA-N680SLI-DQ6 is here:

There it is in black and effing white. Yes, we all know this is the reason, but clearly this is not something the customer should suffer for. This is very obviously an issue between Gigabyte and Intel. Just sux that they're sticking it to us.



EK2K

[casecutter]

Re: Gigabyte leaves there best customers out in the cold!!!!

I would think there should be some sort of trade in/trade up offer for current owners to boards that actually support what is printed on the box. Only time will tell on this one.

[Blazer7]

Re: Gigabyte leaves there best customers out in the cold!!!!

A trade in/trade up program will restore much of our faith to Gigabyte but all this time Gigabyte does nothing but remain silent. You have to be quite a loyal customer to accept that you have to wait an eternity for a board that costs 300-350$. It's hard to wait for months after all the other makers have released their mobos and have to bite the bullet only to be left out in the cold in the end. Our board has gone EOL faster than anything else in its category leaving the few of us wondering what hit us. If Gigabyte does nothing for us then how are we to trust them again ? I know I can't.

I've just recently upgraded my graphics replacing my ASUS EN8800GTX with 2 ASUS EN8800GTS TOP. When reviewing the cards on the market I stumbled across Gigabyte's card. The card had NWN2 as a bundle and although I love this game I have no faith left in Gigabyte. After 2 seconds of thought I decided to pay more for the ASUS that came without any bundled software and purchase NWN2 separately.

As long as Gigabyte does nothing but ignore us I cannot trust them enough to buy any of their products nor can I recommend any of their products to anyone else. I hope that Gigabyte reconsiders their coarse of action towards us few. If they do nothing then many of us few will have no option but to take our business elsewhere.

We fully understand that this whole mess is not entirely Gigabyte's fault as nVidia and Intel are also to blame but other manufacturers out there did something for their customers. And that “production Intel processor changed from the testing sampling” thing applies only to penryn. What about the QX6850 ? Is this a next gen processor too ? There is no excuse for the poor level of support we got so far.

Many of us in this thread come from the AnandTech forums. We came here for one reason only, to get an answer. Even a negative answer to our requests will be more honorable than Gigabyte's deafening silence. So this is where it comes down to. We want an answer.

[jgarland]

Re: Gigabyte leaves there best customers out in the cold!!!!

The Gigabyte non-response to this is shameful. I don't have the board in question but i did just recently switch to Gigabyte (ga-p35-ds4) after 10 years of using nothing but Asus. If this thread is any indication of Gigabytes "support" then I may have made a mistake.

NOTE TO GIGABYTE !! - Please respond to this thread! These folks deserve an answer, AND a remedy, to fix a problem that was not of their making. Believe me when I say that those of us who are satisfied with our current Gigabyte product will remember your response to this before we open our wallets for anything else with Gigabyte's name on it.

[Grim]

Re: Gigabyte leaves there best customers out in the cold!!!!

There defense is it doesn't say we support them on our site, but there it is in black and white on the front of there MB box for all the world to see it says
"SUPPORTS 1333MHZ EXTREME CPU"S".

But it does say it on their site:



Not only are they stupid enough to deny it, they are stupid enough not to ammend it. (which is why I took a screen shot last year, in case they do ammend it).


Here is another pic of it on the box as well:



As per my last few posts over at AnandTech GB Australia have agreed to give me a full refund. I was offered a replacement board (780i when it comes out in April) or a refund. This was offered due to complaint I lodged for the product being misrepresented. If you want to know the whole story then you can read about it in the thread over at AnandTech.

In short though I have chosen to be refunded and they have a copy of my purchase receipt so now I am just waiting for the money. So if they have done it for me the have to do it for anyone else claiming the same circumstances. So I recommend everyone make a claim and quote my case number which can be found in the thread over at AnandTech - http://forums.anandtech.com/messagev...VIEWTMP=Linear

I have no doubt from everything I have read on the subject that Intel did in fact tweak something on the 1333's prior to release but I think the blame also lays with GB for straying too far from the ref specs of the 680i chipset in their quest to create a superboard. At least some of the other manufacturers have been able to get some 1333 quads working with their 680i's by way of a BIOS updated - but not GB.

Both companies are to blame for the state of affairs but I dont get why GB just don't acknowledge the mistake and attempt to set things right for their customers (eg: like EVGA has). It is not the customers concern that Intel dudded them. That is for GB's lawyers to pursue in due course. In the meantime they have a responsibility to look after their customers who now have a product that cannot do what was claimed to be able to do. It seems GB's stance is to just ignore their customers or give them the run around until they go away. It looks as though I am one of the lucky few who they have agreed to be given a refund but I can tell you it has taken nearly 15 emails, 5 phone calls and 3 months to get to this point and although I am happy to be receiving a refund, I find the support given by GB has been unsatisfactory.

Be warned, anyone who is considering buying any future Gigabyte products.