Tuesday, August 6th 2024

Intel 13th Gen and 14th Gen Processor RMA Didn't Go Through? Reach Out to Intel

by
btarunr
 Discuss (35 Comments)
Intel on Monday (08/05) provided additional information on its recently announced 2-year worldwide warranty extension for select models within its 13th Gen and 14th Gen Core desktop processors based on the "Raptor Lake" silicon. It mentioned that those who made unsuccessful RMA claims for their processors can reach out to Intel Customer Support for further assistance and remediation. This should prove especially useful for all those that tried to make RMA claims for their processors when these instability issues first came to light, but were met with RMA claim rejections.

Intel also listed out the exact processor model numbers affected by the instability issues, which are eligible not just for the warranty extensions, but also RMA claim assistance. These include every processor model within the 13th- and 14th Gen that are based on the larger "Raptor Lake" or "Raptor Lake Refresh" silicon, which has eight "Raptor Cove" CPU cores, four "Gracemont" E-core clusters, 2 MB of L2 cache per P-core, and 4 MB of L2 cache per E-core cluster. Several processor models within the 13th and 14th Gen are based on the older "Alder Lake" silicon with 1.25 MB of L2 cache per P-core, and 2 MB of L2 cache per E-core cluster. These chips are unaffected by the issue, as are entry-level processors based on the H0 die that only has up to six P-cores, and no E-core clusters.
Source: Intel

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35 Comments on Intel 13th Gen and 14th Gen Processor RMA Didn't Go Through? Reach Out to Intel

#1
azrael
I presume affected customers already tried to contact Intel Customer Support to RMA their defective processors. Well, I guess, now they have two more years to try...
Posted on Reply
#2
The Norwegian Drone Pilot


I can envision numerous Intel users now mirroring the gif image here upon seeing the extensive list of impacted CPUs.

The situation is currently a significant challenge for Intel. It is crucial that Intel makes the right decisions moving forward because failing to do so could result in even greater complications than those currently faced.
Posted on Reply
#3
Bwaze
"There have been no denied RMA requests for Intel processors, but for all those that were denied you can request RMA again."
Posted on Reply
#4
mtosev
Intel is really behind the curve with this one.
Posted on Reply
#5
Suspecto
I wonder, what the regulators are doing, Intel has been selling defective products and as admitted, they were also providing cpus with the oxidation issue and all the actively used SKUs are being slowly damaged and degraded over time. Imagine, if any car manufacturer did something like this, oh, oh, by the way, all of our engines have the factory issue, the electronics is not configured properly and an incorrect amount of oil is still applied which can cause several engine components to wear out rapidly and can cause a failure of the engines. Btw, wait till we address it via sw update. No recall.

You know what, dear customers, if you wish, feel free to contact us and have 2 years of additional warranty, once your expensive 100k cars break later after the warranty has expired, it is not our problem anymore.


Hilarious. Not to mention, selling defective products without saying it is also illegal.
Posted on Reply
#6
LittleBro
What about i5-14500 and i5-14600? They have 65W TDP, 6+8 cores.

i5-14500 specs
i5-14600 specs

Okay, 14500 (and lower SKUs) might be based on Alder Lake - that's 11.5 MB total L2 cache
14600, however, is based on Raptor Lake - that's 20 MB total L2 cache. Why is 14600 not listed?

Edit: 14600 is the same silicon as 14600K with lowered clocks and that equals to lowered TDP.
So 14600K is listed but the 14600 not, even thought it is clear that 14600 must be affected as well (but maybe will degrade much slower than 14600K).
They really are living on the edge.
Posted on Reply
#7
Chaitanya
Whats Intel going to replace these self destroying chips with? More faulty self destroying chip with unproven and vaporware fix?
SuspectoI wonder, what the regulators are doing, Intel has been selling defective products and as admitted, they were also providing cpus with the oxidation issue and all the actively used SKUs are being slowly damaged and degraded over time. Imagine, if any car manufacturer did something like this, oh, oh, by the way, all of our engines have the factory issue, the electronics is not configured properly and an incorrect amount of oil is still applied which can cause several engine components to wear out rapidly and can cause a failure of the engines. Btw, wait till we address it via sw update. No recall.

You know what, dear customers, if you wish, feel free to contact us and have 2 years of additional warranty, once your expensive 100k cars break later after the warranty has expired, it is not our problem anymore.


Hilarious. Not to mention, selling defective products without saying it is also illegal.
Us regulators are joke. Look at how harley got away with fines or how isps were fined .02% of their profits.

Edit: Joke of fines:
www.nextgov.com/cybersecurity/2024/04/fcc-fines-major-wireless-carriers-200m-illegally-selling-customer-location-data/396162/
www.thehindu.com/sci-tech/technology/cybersecurity-firm-avast-faces-165-million-fine-for-selling-users-browsing-data/article67881826.ece
www.reuters.com/legal/government/harley-davidson-defeats-us-consumer-lawsuit-over-right-repair-2024-06-06/
Posted on Reply
#8
AusWolf
ChaitanyaWhats Intel going to replace these self destroying chips with? More faulty self destroying chip with unproven and vaporware fix?
12th gen maybe? :laugh:

Jokes aside, this is the way. The fire is burning, there's no use denying it anymore. Putting it out (or at least trying) is the right thing to do.
Posted on Reply
#9
billEST
18 months of faulty process .. usa is finish
Posted on Reply
#10
P4-630
Glad I didn´t upgrade from my i7 12700K to i7 14700K.

My Chromebook uses a 13th gen Intel mobile CPU, but it´s unaffected.
AusWolf12th gen maybe?
Rumors are you can get a 10$ discount on Arrow Lake CPU..
Posted on Reply
#11
W1zzard
azraelI presume affected customers already tried to contact Intel Customer Support to RMA their defective processors. Well, I guess, now they have two more years to try...
Here in Europe the official way is to contact the shop, who has to handle the whole RMA, and it's cheaper for them to say "sorry, no RMA", without Intel ever knowing about the RMA request
Posted on Reply
#12
Crackong
Still, no affected batch numbers.
Basically they admitted ALL 13th and 14th gen Raptor Lake CPUs are affected.
There maybe no fix afterall, and if you see symptoms, RMA it and Intel will give you another affected CPU that didn't show any symptoms, YET.
Posted on Reply
#13
kapone32
The CPU Wars are real and Intel 13th and 14th gen have lost this battle. Bartlett can't come soon enough for Intel. I thought the Claw vs the Steam Deck was already bad but that list contains all of the "desirable" processors. I also don't understand the RMA process of taking it back to the shop when the most you get is 30 days unless you pay money for the extended warranty from the shop. Once the 30 days are up you need to contact Intel directly to start the RMA process. I guess now they won't hassle you

"It mentioned that those who made unsuccessful RMA claims for their processors can reach out to Intel Customer Support for further assistance and remediation. This should prove especially useful for all those that tried to make RMA claims for their processors when these instability issues first came to light, but were met with RMA claim rejections."

This looks really bad.
Posted on Reply
#14
LittleBro
CrackongStill, no affected batch numbers.
Basically they admitted ALL 13th and 14th gen Raptor Lake CPUs are affected.
There maybe no fix afterall, and if you see symptoms, RMA it and Intel will give you another affected CPU that didn't show any symptoms, YET.
Actually, they didn't admit that all 13th/14th gen CPUs are affected ... They said that instability of mobile CPU's is caused by another issue(s).
At the time when they don't know what is causing instability of mobile CPUs they somehow know that it's something different than the culprit of desktop CPUs. Funny.

Alderon Games was one of the few companies that shared its statistics about Raptor Lake and Raptor Lake Refresh Core i9 crash rates. The founder, Matthew Cassells, recently stated that although the company's laptops with mobile variants crashed less frequently than the desktop chips, the issue still existed on laptops. "The laptops crash in the exact same way as the desktop parts including workloads under Unreal Engine, decompression, ycruncher or similar. Laptop chips we have seen failing include but not limited to 13900HX etc.," Cassells said.

Well, you can still achieve very high frequency (and very high voltage) under heavy single core workload even on a mobile CPU while being well within TDP limit of that particular CPU.
Posted on Reply
#15
evernessince
btarunrIt mentioned that those who made unsuccessful RMA claims for their processors can reach out to Intel Customer Support for further assistance and remediation. This should prove especially useful for all those that tried to make RMA claims for their processors when these instability issues first came to light, but were met with RMA claim rejections.
Is it? Without any guarantee from Intel their next RMA will actually go through their recommendation here isn't allowing customers to do anything they couldn't have done before.
Posted on Reply
#17
thesmokingman
I posted a story here in the warranty thread from Tom's about a guy on reddit who was told his newish 14th gen cpus were counterfeits, he bought them from Amazon and Microcenter iirc. They said if they were deemed fakes he'd lose the chips and not get replacements and their methodology would not be disclosed. That's one way to handle it, facepalm.
At the end of the day, it felt like Intel was grasping at straws. They pounced at the opportunity to claim that one of the CPUs was a tray product, citing a serial number that was never even provided. Then when that didn't pan out, they pivoted to claiming it was re-marked. When I pressed them, giving several pieces of evidence for why each one was indeed valid, they stated I could continue with the RMA process but then turned to threatening me with confiscation or destruction of my property if it didn't meet whatever their validation process (that they won't disclose) is. The odds of both of these being re-marked or not genuine seem extremely low. It's definitely a scare tactic. And even knowing this, it worked on me! This feels like extortion, scamming, you name it.
www.tomshardware.com/pc-components/cpus/intel-customer-bemoans-cpu-rma-process
Posted on Reply
#18
Lycanwolfen
The ammount of issues these CPU's have, I glad I never got one. I have one of the last CPU's from Intel before the Stupid P and E core ones came out. Pure 8 core 16 thread.

I wish intel would stop with the E core and just produce a 16 Core to match AMD offerings.
Posted on Reply
#19
T550p
LittleBroWhat about i5-14500 and i5-14600? They have 65W TDP, 6+8 cores.
The Core i5-14500 isn't affected and the Core i5-14600 isn't very common I suppose. If there are barely any reports of the 14600 degrading, Intel has the choice of sweeping it under the rug. If that's what they're doing, sooner or later the 14600 and the Xeon E-2400 series CPUs are going to drop like flies too. Really makes you think... maybe the list here will include them and the B0 Core i5-13400EF/13400TEF. Or maybe not, who knows?
CrackongStill, no affected batch numbers.
Basically they admitted ALL 13th and 14th gen Raptor Lake CPUs are affected.
There maybe no fix afterall, and if you see symptoms, RMA it and Intel will give you another affected CPU that didn't show any symptoms, YET.
There is a 'fix' for Core i5-14400F/13400F and Core i5-14400/13400 owners. If they win the RMA lottery, they'll get a C0 stepping variant of those CPUs instead of the B0 stepping variant. Ain't that just great?
LycanwolfenI wish intel would stop with the E core and just produce a 16 Core to match AMD offerings.
www.intel.com/content/www/us/en/products/sku/233421/intel-xeon-w53435x-processor-45m-cache-3-10-ghz/specifications.html
Posted on Reply
#20
LittleBro
T550pThe Core i5-14500 isn't affected and the Core i5-14600 isn't very common I suppose. If there are barely any reports of the 14600 degrading, Intel has the choice of sweeping it under the rug. If that's what they're doing, sooner or later the 14600 and the Xeon E-2400 series CPUs are going to drop like flies too.
If Intel is unable to provide batch identification for affected CPUs, giving proper SKU list of affected products goes without saying no matter the amount of sold units.
Posted on Reply
#21
azrael
W1zzardHere in Europe the official way is to contact the shop, who has to handle the whole RMA, and it's cheaper for them to say "sorry, no RMA", without Intel ever knowing about the RMA request
Yeah, living in Europe, I know. I was merely highlighting the apparent absurdity. As for the RMA process here in Europe it's a bit like "you break it, you buy it". :D
LittleBroIf Intel is unable to provide batch identification for affected CPUs, giving proper SKU list of affected products goes without saying no matter the amount of sold units.
Why do I have the feeling that a list of batch identification numbers would give the Bible a run for its money, lengthwise.
Posted on Reply
#22
KarymidoN
Remember when ASUS/Gigabyte Boards where blowing X3D chips? AMD replaced every single damaged chip and board, no questions asked. Wans't even their fault, was Asus/Gigabyte mistake, they still made the right thing for the affected customers, why can't you do the same Intel?
Posted on Reply
#23
Rabit
KarymidoNRemember when ASUS/Gigabyte Boards where blowing X3D chips? AMD replaced every single damaged chip and board, no questions asked. Wans't even their fault, was Asus/Gigabyte mistake, they still made the right thing for the affected customers, why can't you do the same Intel?
To many to replace, some companies* have 1000 rejected RMA for Intel i9, in worst case intel need run factories for few months only to making Rma replacements. AMD need replacement only small number.
* Alderon Games also 2/3 their company laptops already stop working intel 13/14gen due failed CPU
Posted on Reply
#24
Noci
I have no insight in the number of CPU's involved and the financial concequences thereoff, but I personally see this gesture from Intel more as a sort of damage control from their POV.
The reputational damage is bigger in the long run than the temporary monetary damage, especially if reputational damage means losing market share in the future and loss of revenue thereoff.

Most things are waaay more complex than what meets the eye ;) .
Posted on Reply
#25
remixedcat
There was an i5 that's not on the list I briefly saw on my Twitter feed before it refreshed and I can't find the post.. 13th gen
Bwaze"There have been no denied RMA requests for Intel processors, but for all those that were denied you can request RMA again."
That's the most contradiction I've ever seen
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