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Thema: Delivered component is used and not new

  1. #1

    Standard Delivered component is used and not new

    Hello,

    I just received the components I ordered and once opened the big box every single piece looked perfect except the motherboard package that was not sealed. So I opened the motherboard package to check if everything was ok and indeed it looks clear that is not a new item since all the plastic covers on the heatsinks are removed and there are little scratches on the heatsinks. Plus the manual inside is folded so definitely used.
    I would definitely like to get a new motherboard, since I paid the price of a new item.
    What would be the next step for that? I also paid for service level gold.

    My data:
    Customer number: XXX
    Order number 9759003
    item# 73159

    Best
    Geändert von MF_Reklamation 4 (28.04.2021 um 16:11 Uhr) Grund: Customer Number removed due to safety

  2. #2
    Mindfactory AG Avatar von MF_Reklamation 4
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    Hi punkarre,

    i'm sorry for the inconvenience this case caused. Please send the item back to us, use the assistant following this link Mindfactory.de/RMA.
    Rücksendungen über Mindfactory.de/RMA bewerkstelligen

    Mit freundlichen Grüßen
    Ihr Mindfactory Reklamationsteam

    signaturbild - Delivered component is used and not new
    Mindfactory AG | Preußenstr. 14 a-c, 26388 Wilhelmshaven | Kontakt | Infocenter | Callback | Highlights

  3. #3
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    Okay, going to send the motherboard back right? since the assistant just says to send it back and no more.
    Is this the proper address:
    Mindfactory AG
    Preussenstr. 14 a-c
    26388 Wilhelmshaven

    How long it will require then to receive the new one?
    Then will I get money back for the post expenses?

    Thanks for the answers

  4. #4
    Mindfactory AG Avatar von MF_Reklamation 4
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    Hi,

    the adress is on the shippinglabel you'll receive after you used the assistent, so you dont have to worry about the adress or shippingcosts. Unless you're not sending from germany? The exchange of the item just takes about 24 hours, after that you'll get a new motherboard with DHL within a few days.
    Rücksendungen über Mindfactory.de/RMA bewerkstelligen

    Mit freundlichen Grüßen
    Ihr Mindfactory Reklamationsteam

    signaturbild - Delivered component is used and not new
    Mindfactory AG | Preußenstr. 14 a-c, 26388 Wilhelmshaven | Kontakt | Infocenter | Callback | Highlights

  5. #5
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    Zitat Zitat von MF_Reklamation 4 Beitrag anzeigen
    Hi,

    the adress is on the shippinglabel you'll receive after you used the assistent, so you dont have to worry about the adress or shippingcosts. Unless you're not sending from germany? The exchange of the item just takes about 24 hours, after that you'll get a new motherboard with DHL within a few days.
    Ah ok so when I bring the package to the post with the shipping label attached they will just take the package and send it right?
    Also will I get notified again once the new motherboard will be send (like through email)?
    Yes I will send from Germany
    Geändert von punkarre (28.04.2021 um 17:25 Uhr)

  6. #6
    Mindfactory AG Avatar von MF_Reklamation 4
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    Hi punkarre,

    yes, please put the shipping label on the package and then you just have to give it to the postoffice worker! You'll receive a mail when the new board is on its way :-)
    Rücksendungen über Mindfactory.de/RMA bewerkstelligen

    Mit freundlichen Grüßen
    Ihr Mindfactory Reklamationsteam

    signaturbild - Delivered component is used and not new
    Mindfactory AG | Preußenstr. 14 a-c, 26388 Wilhelmshaven | Kontakt | Infocenter | Callback | Highlights

  7. #7
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    Zitat Zitat von MF_Reklamation 4 Beitrag anzeigen
    Hi punkarre,

    yes, please put the shipping label on the package and then you just have to give it to the postoffice worker! You'll receive a mail when the new board is on its way :-)
    All right, item was handed yesterday to the post office already. I hope I'll get the new one by the end of this week

  8. #8
    Mindfactory AG Avatar von MF_Reklamation 4
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    Hi punkarre,

    probably not since saturday is a national holiday, im really sorry! :-(
    Rücksendungen über Mindfactory.de/RMA bewerkstelligen

    Mit freundlichen Grüßen
    Ihr Mindfactory Reklamationsteam

    signaturbild - Delivered component is used and not new
    Mindfactory AG | Preußenstr. 14 a-c, 26388 Wilhelmshaven | Kontakt | Infocenter | Callback | Highlights

  9. #9
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    Zitat Zitat von MF_Reklamation 4 Beitrag anzeigen
    Hi punkarre,

    probably not since saturday is a national holiday, im really sorry! :-(
    I understand, however you guys received the package back this morning so I really hope you can ship the new one today so at least I will get it on Monday

  10. #10
    Mindfactory AG Avatar von MF_Reklamation 4
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    Hi punkarre,

    we already worked on the returned product and the exchange is already proceed :-) I'm confident that you'll get the new board on monday then.
    Rücksendungen über Mindfactory.de/RMA bewerkstelligen

    Mit freundlichen Grüßen
    Ihr Mindfactory Reklamationsteam

    signaturbild - Delivered component is used and not new
    Mindfactory AG | Preußenstr. 14 a-c, 26388 Wilhelmshaven | Kontakt | Infocenter | Callback | Highlights

  11. #11
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    Zitat Zitat von MF_Reklamation 4 Beitrag anzeigen
    Hi punkarre,

    we already worked on the returned product and the exchange is already proceed :-) I'm confident that you'll get the new board on monday then.
    Nice! I still did not receive any email, but I'm happy to know everything is getting through!

  12. #12
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    Hello,

    I just received the "new" motherboard but unfortunately I will have to send this back too since looks like the socket is damaged and my processor could not fit it. In attachment the screenshot I took.IMG_20210504_135510.jpg

    It is really unfortunate, I hope I can get as soon as possible this time a working one since it's now more than 1 week I have all components ready and cannot start building everything.

  13. #13
    Mindfactory AG Avatar von MF_Reklamation 4
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    Hello punkarre,

    this board was completely new. your cpu is fine?
    Rücksendungen über Mindfactory.de/RMA bewerkstelligen

    Mit freundlichen Grüßen
    Ihr Mindfactory Reklamationsteam

    signaturbild - Delivered component is used and not new
    Mindfactory AG | Preußenstr. 14 a-c, 26388 Wilhelmshaven | Kontakt | Infocenter | Callback | Highlights

  14. #14
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    Zitat Zitat von MF_Reklamation 4 Beitrag anzeigen
    Hello punkarre,

    this board was completely new. your cpu is fine?
    Hi,

    I'm honestly quite upset and really did not expect to face all these problems with a single hardware part. I was also surprised and shocked.
    It's not the first time I build a PC so I as soon as I saw the processor was not sliding in I just did not insist and with closer look I found the problem on the socket.
    So yeah processor is still fine at least.

    I already went to the post office and filed the retour. Let's see if I can get the motherboard back (and functional!) by the end of this week.

  15. #15
    Mindfactory AG Avatar von MF_Reklamation 4
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    Hi punkarre,

    i'll take care of that case personally, it's really awkward, i'm very sorry!
    Rücksendungen über Mindfactory.de/RMA bewerkstelligen

    Mit freundlichen Grüßen
    Ihr Mindfactory Reklamationsteam

    signaturbild - Delivered component is used and not new
    Mindfactory AG | Preußenstr. 14 a-c, 26388 Wilhelmshaven | Kontakt | Infocenter | Callback | Highlights

  16. #16
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    Zitat Zitat von MF_Reklamation 4 Beitrag anzeigen
    Hi punkarre,

    i'll take care of that case personally, it's really awkward, i'm very sorry!
    Thank you! Crossfinger the next one will be the "last" and everything will be fine. Indeed it's awkward and definitely unlucky.

  17. #17
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    Hello, any news? Looks like the package was shipped back to you already.

  18. #18
    Mindfactory AG Avatar von MF_Reklamation 4
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    Hi punkarre,

    i just went got a new board from our stock myself and checked on it if its completely new and fine, it looks perfekt and will be shipped today.
    Rücksendungen über Mindfactory.de/RMA bewerkstelligen

    Mit freundlichen Grüßen
    Ihr Mindfactory Reklamationsteam

    signaturbild - Delivered component is used and not new
    Mindfactory AG | Preußenstr. 14 a-c, 26388 Wilhelmshaven | Kontakt | Infocenter | Callback | Highlights

  19. #19
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    Zitat Zitat von MF_Reklamation 4 Beitrag anzeigen
    Hi punkarre,

    i just went got a new board from our stock myself and checked on it if its completely new and fine, it looks perfekt and will be shipped today.
    Awesome, looking forward to getting it and finally build everything. Thanks a lot for the effort! Will update once I receive the board.

  20. #20
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    Did not get any email regarding the shipping and tracking yet, I just hope to get it by tomorrow

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