INTEL - Mother Board

have purchased a desktop Motherboard of INTEL COMPANY in November 2005 under three years warranty. Now in September 2008, a problem comes in the motherboard—“System booting, proper display but not able to install operating system”. Now the process started to avail the warranty, but instead of repairing/replacement under warranty, Intel is putting allegation on me of mishandling which violates the warranty. Sir, the company is harassing me and held me responsible for the fault occurred. So I need you help to get justice. The entire process so far is as below:

1. On 01 September 2008, the case has been discussed with Intel (apacsupport@mailbox.intel.com) and all the necessary information has provided to them. Against this information, they have created a case No # 8529714 and provided me an order number # 1001689645 to send the motherboard to them for necessary action.
(Here please note that the policy of the company is to receive the faulty parts through Courier only. They have not established any authorize service center or agent to receive the parts. i.e. to say that no physical checking of the part have been made by them in the presence of the consumer.)

2. On 02 September 2008, I sent the Motherboard vide Blue Dart courier company. Please remember that at the time of dispatch the problem was “System booting, proper display but not able to install operating system”. Till 12th September 2008, I waited and then contacted them on the customer care (08028542105) for the status of above case number and came to know that the Motherboard is already sent to me back on 09th September 2008 without any repair or replacement as they found a physical alteration (bending) in one of the pin of the processor assembly. I was shocked and surprised. The System was never gone through any repair since purchased then how this alteration occurred. The matter was discussed with them but they simply deny for any further help and insisted me for the third party repair which is a paid service.

3. On 16th September 2008, I received the parcel from M/S Blue Dart. I installed all the hardware to the motherboard and power it ON. There was no display, No Booting. That means the problem become more typical. Now I watched for the physical alteration (as I was told) and found that there was a bending in pins of the processor assembly. With a use of sewing needle I just restore the pins to their original position and reinstall the processor and power ON the system. What I found was really surprising. The system comes to its state at which it was sent to the company vide above case and order number i.e. “System booting, proper display but not able to install operating system”. This simply proves that there were no physical alteration in the processor assembly at the time it was dispatched to the company. That means the physical alteration may happen due to mishandling at the courier company or at the intel itself. And if it is so they how can the warranty voids and how they deny repairing it under warranty.

4. Sir, this matter is brought into there knowledge by repeating three mails but none of the mail has been replied till date. They are just ignoring the mails. All these mails have been received by them as automatic acknowledgement is received in my mailbox.

5. Sir, as stated above, there is a major drawback in the policy of the company in respect of receiving a faulty part from the consumer. They do not directly receive the faulty part and hence no physical checking has made by them in the presence of the consumer. The faulty part reached to them through courier. Then they check it and decide whether there is any physical damage or not and this has been done in the absence of consumer. Now any physical damage or alteration can be happen due to mishandling by the consumer, by the courier company, by the executive of the company itself or may be intentionally done to void the warranty. Then why only the consumer is held responsible for any physical damage/alteration. In this case, as per the working states of the part before dispatching and after receiving, it is found that there was no physical alteration in the motherboard from the consumer side. So the company cannot deny repair/replace the faulty part.

The copy of the entire mail process is pasted below. Sir the company is denying to provide the warranty and thus I found that I have been cheated. For consumer rights and to get justification, I am presenting this case to you for the necessary and favorable action.