camalbitboy Posted May 14, 2013 Share Posted May 14, 2013 Hi All, Over the last couple of months my pc started to randomly shut down. I truned on a feature on my Asus mobo that protects against power surges and started to get messages after a crash saying that he mobo ha shut down the system after detecting a power surge. I tried swapping out all the components bar the PSU, MOBO and CPU to find out what was happening and this evening dug the PSU out of my wifes machine and started fitting it to mine. When I unplugged my Corsair HX850 psu I discovered that one of the PSU connectors has melted off damaging the mobo connectors too. I've not overloaded the PSU as the corsair calculator recommended a 750W model and so I bought an 850W to give me some headroom. The case has excellent ventilation (Coolermaster Stacker) and I've never seen high temps on any component. I've not been overclocking anything as everything was running fast enough (my plan was to start overclocking when my pc started to struggle with new games). I've opened a call on the Corsair Technical Support Center but thought I'd ask here too if anyone knows if Corsair will compensate me for the damaged motherboard or just swap out the PSU? I've attached photos of the damage below. http://imageshack.us/a/img534/1231/p1000075q.jpg http://imageshack.us/a/img43/5428/p1000074a.jpg http://imageshack.us/a/img689/1898/p1000073l.jpg http://imageshack.us/a/img703/4332/p1000071g.jpg http://imageshack.us/a/img202/5671/20130512191714.jpg Link to comment Share on other sites More sharing options...
peanutz94 Posted May 14, 2013 Share Posted May 14, 2013 They may reimburse you depending on how things test out. It could actually be a board issue and no so much a PSU issue. Any way you will need to call CS and request a damage claim form. They may ask you to send both the PSu and the MB to them for testing though. But you will need to call them for this. Do you have another PSu to test the board with? The connector may be slightly melted but the board may be just fine. Link to comment Share on other sites More sharing options...
camalbitboy Posted May 14, 2013 Author Share Posted May 14, 2013 Thanks thats good news! How could it be the boards fault? If the board tried to draw too much power then surely the psu should trip out to protect it? The fact that the board was reporting surges from the psu would seem to back up a psu issue surely? Oh and how do I call them, can't find a number for them so far. Link to comment Share on other sites More sharing options...
peanutz94 Posted May 14, 2013 Share Posted May 14, 2013 It could be any number of things. A bad connector on the MB, poor voltage regulation and so on. Those are just examples..but very well could be the PSu as well. http://www.corsair.com/us/company/contact The fact that the board was reporting surges from the psu would seem to back up a psu issue surely? We have seen quite a few of these ASUS boards and voltage issues. not caused by the PSU's. Loose connections and so on can cause surges too. Not saying this is the case , just a possible cause. Link to comment Share on other sites More sharing options...
camalbitboy Posted May 14, 2013 Author Share Posted May 14, 2013 Ah thanks for the contact details. So if I RMA the mobo and psu to Corsair for testing and they claim its the mobo I'll need to then try to rma them through Asus? Hmm what happens if they then blame the psu? I can see i'm going to be without my pc for a looong time I feel :( Link to comment Share on other sites More sharing options...
peanutz94 Posted May 14, 2013 Share Posted May 14, 2013 So if I RMA the mobo and psu to Corsair for testing and they claim its the mobo I'll need to then try to rma them through Asus? Yes, but ASUS won't give you a problem about RMA'ing the board either. At least they didn't give me any issues . I had the same thing happen to one of my boards. Link to comment Share on other sites More sharing options...
camalbitboy Posted May 14, 2013 Author Share Posted May 14, 2013 Ooh so do you think its worth me starting the RMA process with Asus now or wait till Corsair have had a look at it? Link to comment Share on other sites More sharing options...
peanutz94 Posted May 14, 2013 Share Posted May 14, 2013 Thats entirely up to you. It may be faster to rma both at the same time to their own companies. But if you would like to open a dmage claim with Corsair thats fine too. Just keep in mind Corsair has a cap on how much they will reimburse for damaged components "If your damage claim is approved, your Corsair product(s) will be replaced and you may receive additional compensate for NON Corsair product(s) up to the following amounts: Motherboard - $100 CPU - $200 Video Card - $150" http://forum.corsair.com/v3/showthread.php?t=110264&highlight=damage+claim Link to comment Share on other sites More sharing options...
Corsair Employees RAM GUY Posted May 15, 2013 Corsair Employees Share Posted May 15, 2013 I am very sorry that this has happened to you. From what I have read so far, this is something that we need to investigate if its indeed the PSU that caused the problem or the MB, we can only speculate until further testing is done. At this point the only way to determine if its the PSU or MB, is for us to evaluate both components here in our lab. This is the only way to get an accurate result to based our conclusion. This is just one option though that you can take OR you can do what Peanutz have suggested. Contact Asus and see if they can swap the board if indeed faulty and we can replace the PSU for from our side via RMA. If you decided to go with us via damage claim, then please use the link on the left to start an RMA process. Link to comment Share on other sites More sharing options...
camalbitboy Posted May 15, 2013 Author Share Posted May 15, 2013 Hi RAM GUY, If I send the PSU to you, and the mobo to ASUS, if you find the issue is the PSU would you be ok to recompense me for the mobo without you testing the mobo as well? I'm tempted to send each component to each manufacturer to speed things up, but slightly concerned that both manufacturers may blame the other. The other option is for me to send the mobo and psu to http://www.scan.co.uk where i bought the components and they would test them and let me know which one is at fault. Problem with that approach is if its inconclusive then I've wasted prob another few weeks. Hmm can you let me know the answer to my question and I'll think about how to proceed. Link to comment Share on other sites More sharing options...
camalbitboy Posted May 16, 2013 Author Share Posted May 16, 2013 I am very sorry that this has happened to you. From what I have read so far, this is something that we need to investigate if its indeed the PSU that caused the problem or the MB, we can only speculate until further testings are taken. At this point the only way to determine if its the PSU or MB, is for us to evaluate both components here in our lab. This is the only way to get an accurate result to based our conclusion. This is just one option though that you can take OR you can do what Peanutz have suggested. Contact Asus and see if they can swap the board if indeed faulty and we can replace the PSU for from our side via RMA. If you decided to go with us via damage claim, then please use the link on the left to start an RMA process. Hi RAMGUY, The RMA link on the left of the screen is broken. I get this message; "Error: Error occurred while loading a Visualforce page. Please email us if you need to get in touch." I have also already raised a ticket on your system back on the 13/05/13 11:10am ref 6017210 that I've never had a response from. Please can you advise me on how to proceed. Cheers Link to comment Share on other sites More sharing options...
Corsair Employees RAM GUY Posted May 16, 2013 Corsair Employees Share Posted May 16, 2013 Our Technical Support has just sent you an e-mail regarding this matter. I believe they've also included the form for you to fill out. Once you have completed the form, send it back to us and we can go from there. Link to comment Share on other sites More sharing options...
iSpitfire Posted May 17, 2013 Share Posted May 17, 2013 Did you use your HX850 cables for your wife's PSU? Link to comment Share on other sites More sharing options...
camalbitboy Posted June 4, 2013 Author Share Posted June 4, 2013 Did you use your HX850 cables for your wife's PSU? No as my wife's PSU is not modular so I had no way to test if it was the board or the PSU (as only the melted connector will fit in the damaged mobo connector) Link to comment Share on other sites More sharing options...
camalbitboy Posted June 4, 2013 Author Share Posted June 4, 2013 Our Technical Support has just sent you an e-mail regarding this matter. I believe they've also included the form for you to fill out. Once you have completed the form, send it back to us and we can go from there. Hi RAM GUY, I was away on busines for a week, and then leave, and only found time to dissemble the pc about a week back to send it back to you. I mailed around a week back to ask if I could return the cpu and ram for testing as well as the mobo and psu as I found that there were melted cpu socket pins once i removed the cpu, and so am concerned that the cpu and memory may also be damaged and I have no way to test them. Please can you let me know if thats alright so I can get it all in the post? Regards Julian Link to comment Share on other sites More sharing options...
Corsair Employees RAM GUY Posted June 7, 2013 Corsair Employees Share Posted June 7, 2013 I am sorry but you would need to test the other components to be sure they are working or not. We do not have the facilities to test products we do not make. And it would be unlikely the CPU or memory would be effected on this type of failure. Link to comment Share on other sites More sharing options...
camalbitboy Posted June 11, 2013 Author Share Posted June 11, 2013 I am sorry but you would need to test the other components to be sure they are working or not. We do not have the facilities to test products we do not make. And it would be unlikely the CPU or memory would be effected on this type of failure. Well thats confusing. I received an email from RAMGUY stating to complete a form detailing all possible daamge and to return all suspected damaged components for testing! I also think that it is quite possible that the cpu could be damaged by temp and or voltage if the mobo pins that it sits on have melted. Also seeing as those pins are for communication to the memory (going by a socket pin map I dug out) the thought that too much voltage may have been going to the memory and damaging that is quite plausible too. I submitted the form last thursday but am still waiting for a response to it, and the promised pre paid postage label. Please can someone chase this up for me. Link to comment Share on other sites More sharing options...
peanutz94 Posted June 11, 2013 Share Posted June 11, 2013 camelbitboy, while there is a real RAMGUY, most of the time forum interaction is from a member of the support team that use the alias "RamGuy". Which is why you may have received different responses. You best bet is to call them on the phone and they can have this straightened out in just a couple of minutes. If you are out of the US you can instal and use SKYPE to make the call to the toll free number for nothing. Link to comment Share on other sites More sharing options...
camalbitboy Posted June 24, 2013 Author Share Posted June 24, 2013 Hi, please could a RamGuy check that they have received the returned components and that they are set for testing? FedEx show the package as signed for on 19th June. Cheers Link to comment Share on other sites More sharing options...
peanutz94 Posted June 24, 2013 Share Posted June 24, 2013 CAmelbitboy, chances are they have not tested iit yet. If it was received by them on the 19th it will take a couple of more days to get into their system and for them to even look at it. Since they were closed over the weekend that is only three working days that it has been there. If you want you could call CS and ask for an update though Link to comment Share on other sites More sharing options...
camalbitboy Posted June 24, 2013 Author Share Posted June 24, 2013 Yeah i wasn't expecting it to be in testing yet, just wanted to know that they had received it correctly. Link to comment Share on other sites More sharing options...
camalbitboy Posted June 25, 2013 Author Share Posted June 25, 2013 Heh we were both wrong. Got an email last night to say that they had already got and tested the parts. The PSU was at fault and we've agreed replacement parts and compensation for the non Corsair components. Well done Corsair, so long as the replacement bits arrive back in the post shortly I'll be a very happy and impressed customer. Link to comment Share on other sites More sharing options...
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