Supermicro and RMA's

[RobertFontaine]

Is it just me. I've been waiting on an RMA repair on my X9 board for about 3 months now and their call center replies with real soon now every week but never actually delivers.

I actually find it a bit bizarre that they would spend time and money to repair rather than replace the board (but maybe they have no more spares for the x9-drg.) On the other hand if a board is repairable how can it take 3 months to fix it?

I haven't received a straight answer from their help desk and suspect strongly that I am being read a script by a minimum wage tier 1 help desk with average handle times of under a minute.

Is this normal if you don't have a service contract? I'm used to having an SLA where the replacement part is in my hands in 48 hours and the billing catches up later.

Should I just suck it up or should I be annoyed at this point. I'm pissed but unsure whether a board under warranty with no SLA is generally treated like this.

 

[PigLover]

Not normal. I do not have a service agreement and have always had timely returns and good support from them.

 

[JSchuricht]

It's always been quick for me too. Perhaps try emailing them, it might end up on a different persons desk and get you a better answer.

 

[britinpdx]

I've had boards repaired both in and out of warranty, the response time is about the same. 3 months is excessive, I usually get returns in 4~6 weeks, but I do send emails on a regular cadence asking for updates.