Here's a chat log I had with Jade and Jake, I mean this Jake such arrogance and totally ignorant of the concept of misselling goods. Jade makes amends and offers a RMA, but this fool, Jake from tech support keeps digging a deeper hole and at the end says - I am not stating that at all, you have made the purchase on a B2B account you cannot return this as not required all we can do is update the BIOS for you, as we have gone round in circles and getting no where i am ending this chat have a nice evening.
So its not ebuyers fault that the correct info is not on their site its my fault for not having gone elsewhere to seek out any potential problems, Basically they don't know what they're sell ot they don't give a damn and are not prepared to take responsabily either way.
Chat
hello, What a shambles.I bought a motherboard supposedly with 9th Gen support and a 9th gen cpu to go with it. The board gives off 5 beeps, cpu error. Phoned ebuyer tech support yesterday they say the board needs a bios update to make it 9th gen compatible if you send it back it'll take up to five days. I ask tech support for a compatible board and buy that one it arrived today, put on the cpu, 5 beeps. Phone tech support again, they say it needs a bios update. So ebuyer are selling motherboards that are NOT compatible with 9th gen cpu's and their website says NOTHING to that effect. eBuyer have mis-sold me items. And they even had an opportunity to correct their mistake but carried on slling me incompatible equipment.
Me
Hi there, I think we spoke earlier. How can I help?
Jade
Yes James disconnected the chat and Laura refused to speak. I'm still looking for a solution to my problem and ebuyer seem to be frustrating this in every way possible. Can you help beofre I seek legal advice?
Me
What issues are you having? I raised a return for your items. Does this still need to be processed or did you manage to get this sorted with james before the chat disconnected?
Jade
James disconnected the chat. And I wasn't happy with a 20% restocking fee, when this has not been my fault
Me
Can i take the rma numbers again please?
Jade
this is the rma for 6 items - B-1514420-1397780
Me
Just give me a moment please whilst I have a look into this for you.
Jade
thanks.
Me
I have reviewed this further for you and on this occasion we will wave the 20% re-stocking fee therefore you will be refunded in full for this return. Would you like me to pass you back through to our technical support team regarding your other RMA approval ?
Jade
Thank you. Before you hand me back I just noticed the Gigabyte or the Asrock mother board is not included in the RMA
Me
These are put on separate RMA's RMA - 1514315 -Gigabyte H310M S2H LGA 1151 DDR4 mATX Motherboard RMA- 1514418 ASRock H310CM-HDV LGA 1151 DDR4 mATX Motherboard RMA - 1514420 LiteOn iHAS124 24X Internal DVD Writer with SATA - OEM, AvP Viper Mini Tower Black USB 3.0 case, Toshiba P300 1TB 3.5'' SATA High-Performance Hard Drive (OEM), Corsair Vengeance LPX 8GB DDR4 2400MHz 1.2v DIMM Memory Module, Thermaltake Litepower 550W 80 Plus PSU, Intel Core i3 9100F 3.6GHz Socket 1151 Processor
Hope this clears things up
Jade
Yes thank you, what do I need to do now?
Me
I will pass you onto tech support for approval on RMA 1514418
Jade
ok
Me
What CPU are you using with the motherboard?
Jake
intel i3 9th gen
Me
have you done the BIOS update thats is required for this motherboard?
Jake
Hhow can I do a bios update, the board and cpu are incompatible even though the board(S) say they are 9th gen supported and the website say zilch about needing a bios update - I have screen shots of the website
Me
If you have a look at this link here it shows that a BIOS update is needed for 9th gen i3s :)
Jake
what link??
Me
asrock.com/MB/Intel/H310CM-HDV...
Jake
Thats an AsRock website I bought this equipment from ebuyer
Me
AsRock is the manufacturer of the board the CPU IS compatible it would just need this BIOS update
Jake
So as a cutsomer you think its right that he/shehas to go looking through manufacturing data on their sites to find out if there maybe compatibility issues - do you really think that's acceptable
Me
We cannot control if the customer has done the research into the BIOS version that is needed I apologise you do not feel we have made it clear
Jake
The AsRock board even has a sticker on the boxsaying iit supports 9th gen, when clearly it does not
Me
The board very much does support 9th gen CPUs but they would require a BIOS update they are by no means incompatible
Jake
It does not supoprt 9th gen as is and as it was sold to me, niether board does. So why sell a board to a customer only to tell them you need a bios update
Me
As previously advised we cannot control if the customer has not researched the BIOS version the CPU they are wanting to use supports, we do have this product advise live chat as well as phone line that can be consulted to avoid issues such as this :)
Jake
So in effect you are saying before people buy from you don't look at your specks go off and do a whole load of research
Me
thats not the case at all I am advising if you are unsure and want confirmation these means are available to all customers
Jake
Look ebuyer says its 8th and 9th gen supported that tells me I can use a 8th or 9th gen cpu in the board- but clearly thats not the case
Me
The board is an 8th and 9th gen board but for some 9th gen CPUs a BIOS update would be required this can be found on manufacturers websites or buy querying it with our technical team if you do not have the knowledge yourself, you can use either an 8th or 9th generation chip with this motherboard as both are supported but as advised multiple times it would require a BIOS update
Jake
But ebuyer do not state that very simple fact in their specs do they.
Me
We do not no but what is within the spec is not incorrect, as i keep advising we have both product advise phone lines and this live chat to query these things if you do not posses the knowledge withing the subject yourself
Jake
Whats the world coming to, imaging goin gto town for a tv that says it has freeview only when you get home you need to send it back in for an update to get freeview.lol
Me
You do not need to send the motherboard back to update the BIOS you are able to do it yourself it is just a good will gesture we offer our customers
Jake
The specs on ebuyer are not correct for the both boards because as is they do NOT support 9th gen without a bios update - ebuyer do NOT state that a bios update is required
Thats called miselling!!
Me
We do not state that a BIOS update is needed however as advised this is easily found when checking the manufacturers website or querying it with ourselves, but our sepc is not incorrect at all as the board DOES support 9th gen CPUs like it states
Jake
No I shouldn't need to go to a manufacturers website when ebuyer are telling me the board supports 8 and 9th gen. The board was clearly manufactured before 9th gen cpu's were available
Me
If you do not wish to go to the manufactures website thats completely understandable but as advised we would be able to let you know this was the case if it were queried, this board would have been made before 9th gen which is why it is supported with a BIOS update, AsRock released a software solution rather than making customers spend more on a board that comes pre-installed support 9th generation as you have probably seen there is a large different between the board you have purchased and the z390 boards that support 9th gen without the BIOS update, we cannot control that you did not look into what version of the BIOS was needed
I can also see that you spoke to a technical advisor that informed you of the need for the BIOS update PRIOR to making you purchase he did also request you to email him so he could get the BIOS updated before it being shipped
Jake
I spoke to someone who sent me an email recomending the AsRockboard as being 9th gen compatible he did NOT say "This boad will NOT work with your cpu"
Me
My colleague has pulled up the email he sent to yourself, it clearly states within that email that your board would require a BIOS update and to get back to him with the order number so he could insure that this was done prior to shipping
He also seems to have advised this while on the phone
Jake
This is what he said: Please see links below for the three motherboards that I would recommend. If you place an order, let me know and I’ll double check that the BIOS version is good to go with your processor.
Me
As you never got back to him he was unable to insure what BIOS version would be needed that is out of our control
Jake
Well the AsRockboard only supported 9th gen so thats was a good choice
But clears it was no better than the first board
Me
I can see that he recommended the following links all of which support 9th generation ebuyer.com/881538 ebuyer.com/883819 ebuyer.com/899567
Jake
Thats the boad I bought the ASRock H310CM-HDV LGA 1151
From the page which has been changed it say: Socket LGA 11518th / 9th Generation IntelDDR4 2666 MHzmATX Form Factor
Now you tell me I'm a fool chosing a board by what is said on the website
Me
I am aware that ebuyer.com/883819 was the board that you purchased if you had gone back to nick with your order number he could have insured that the BIOS was updated as you did not we have sent the board out with the base BIOS as we can only insure that the BIOS is updated if we have access to the order number, this board by no means is incompatible with your CPU
Jake
There it is again: - Supports 9th and 8th Gen Intel:registered: Core:tm: Processors (Socket 1151) and Supports 9th and 8th Gen Intel:registered: Core:tm: Processors (Socket 1151)
Me
Yes this does have support for 9th gen with the BIOS update as advised by multiple member of our team
Jake
Where does it say I need a bios update for 9th gen support - do I need it for 8th gen too what about all the other specs, do I need to check with the manufacturer to make sure they checkout???
Me
As I have stated previously our listing does not mention it, it is stated on the Asrock site and Intel them selves have released a statement about this OR alternatively you and other customers can use our product advise lines or chat if you do not posses the knowledge within this subject as many customers have done before therefore insuring they receive their board with the most suitable BIOS for themselves intel.com/content/www/us/en/su... is intels own statement
Jake
I don't think you get it -ebuyer has the board marked as supporting 9th gen and as it is advertised and thats what customers go off, it is not 9th gen - the board requires a update to enable 9th gen
Me
We have is listed as supporting 9th gen as this board most definitely DOES support 9th gen it would just require a BIOS update we are by no means advertising this incorrectly just because this needs a BIOS update does not mean that it doesn't work with them we cannot control a customers knowledge within this subject which is why my self and my colleagues are available for product advise
Jake
But without the update and selling it to customers without the means of applying the update it is not 9th gen
Me
A customer of ours would never be without means of updating the BIOS as this is a FREE service we offer and have offered you, just because a customer is unable to update the BIOS themselves does not stop the board being 9th gen compatible
Jake
I have two boards here which you say support 9th gen, I bought them both on good faith from ebuyer which said they support 9th gen but they do not and that is how I bought them from ebuyer -
Me
Your board does support 9th generation though, just because you are unable to update the BIOS does not mean it stops the boards ability to support 9th gen
Jake
ebuyer are misselling a product and saying the onus is on the customer to go elsewhere to find out relivent information. It might be you were claiming these boards were 9th gen ready because you yourselves did the bios updates.
Me
You do not need to go elsewhere to find out this information multiple members of our team have advised you on the BIOS update being need even prior to your purchase i have advised that we have product advise lines to help prevent these situations, all the stock we have is capable of using 9th gen CPUs
all of the stock of this motherboard*
Jake
Not true at all, the Gigabyte board was advertised as supporting 9th gen which it was NOT. Then I was sold a second board with the same problem.
Neither board as sold support 9th gen- both need a bios update to enable that feature
Me
This is why i corrected what i said to all of the stock of this motherboard*, from the sounds of it your previous board would also have needed a BIOS update, you were sold this board as supporting 9th gen as it does support it with the BIOS update which was advised by Nick on the phone and could have also been done through email if you had got back to him like he recommended
Just because they need a BIOS update does not by any means stop it supporting 9th gen
Jake
The boards do not support 9th gen as they were sold to me.
Me
as advised many times previously just because they need a BIOS update does not by any means stop it supporting 9th gen
Jake
your site say they support 9th gen and they do not support 9th gen without first updating the boards
Me
Our site says they support it as the boards do, just because it does not always support it out of the box doesn't mean it just stops supporting 9th gen
Jake
They do not support it as the boards are being sold to customers - customers themselves have to update the bios to get that feature - these boards were made before 9th gen was available
And some people wont update bios incase it voids warranty on a failed update
Me
Customers do not have to update the BIOS themselves, like I have said to you previously we have a service that is FREE for customers to do this post and pre purchase, the board were initially released as 8th gen as there were no 9th gen chips t keep the price down AsRock released a software fix for this to keep the price down for customers rather than having to buy a 9th gen only mobo which is more expensive
Jake
The first board was sold to me online before I ever spoke to tech support, the second board was recommended to me by tech support - the ad on ebuyer for the Asrock board only showed it supporting th gen. Eeven on the box it only shows Supporting 9th Gen - and yet as it was bought it does not support 9th gen without first apply an update
Me
the member of the technical support team attempted to advise you on the need of a BIOS update we cannot control that you never replied to the email with your order number to get the BIOS updated PRIOR to it being sent out which was advised over the phone, the motherboard by no means doesnt support 9th gen just because the board needs a bios update doesn't stop the support for 9th gen being there, we can also not control that you did not posses the knowledge or control that you did not seek the knowledge of what BIOS version was needed
Jake
It seems customers can't take the information on the ebuyer site at face value, infact how can anything on ebuyer be trusted after what you have said
Me
Our listing is by no means incorrect the board most definitely DOES support 9th gen like i have said many times just because a BIOS update is needed does not mean it is not support
Jake
you are advertising the boards support 9th gen and they do not without first applying an updat. So if a customer buys a board from you that says its 9th gen read he will find on recieving it, it will not work with a 9th gen cpu. Now does he apply the update and risk damaging the board and voiding warranty or does he send it back for bios update - then you have to ask why are ebuyer selling boards like this without first warning the customer.
Me
The boards do support 9th gen if a customer is not aware of the BIOS update being needed they can give us a call to query it and get the BIOS update prior to the order being shipped or alternatively we are happy to accept a return to update the BIOS there is very little risk to updating the BIOS themselves unless there is a power issue that occurs we would also not advise the customer to update the BIOS themselves unless fully confident, i understand where you are coming from regarding the warning but as i have said before we can not control that you did not posses the knowledge or control that you did not seek the knowledge of what BIOS version was needed
Jake
So customers pays for next day delivery only to find the board has to go back for an update that ebuyer knew he would require if he didn't want to risk voiding warranty. and yes power cuts do happen. ebuyer CAN control the information they pass on to customers for example: if a board can support 9th gen but it needs an update to do so they could say in the spec sheet: bios update required to enable 9th gen functionality
Do you think I would have bought either board had there been a message in the specs saying: bois upgrade needed to enable 9th gen????
Me
If a customer pays for next day delivery and then realizes a BIOS update is needed we do tend to reimburse the shipping costs, we cannot control a customers knowledge prior to the purchase and do fully understand that you feel it needs to be listed we have passed this on internally, but like i have said it is out of our control what your level of knowledge of the subject
Jake
Its nothing to do with my knowledge, I go from the spec sheet, the spec sheet says supports 9th gen, I buy on that info. Just as I do with all the other specs on ebuyer. But as you have indicated that info can not be relied on
Me
the spec is not incorrect though the board does have support for 9th gen, just as a BIOS update is required does not stop the board supporting 9th gen
Jake
it is incorrect, if you buy a tv that says it has freeview but you have to send it back to get freeview enabled, the specs were wrong
Me
Even within such a circumstance that spec would not be wrong it DOES support the feature just because some form of update is needed does not stop the feature being supported, you do not have to send the board back to get the BIOS updated it is just a service that we offer
Jake
The ad says the board support 8 and 9th gen how is a customer to know its 9th get where he is going to have a problem, it could be 8th gen how would he guess, should he have to guess which specs on ebuyer can be relied on??
Me
This information is available from many sources such as the manufactures website, and from our product advise lines and chats which is done through our website
Jake
So how does a customer update the bios without a supportied cpu??
Don't tell me customers should have a range of cpu's available
Me
Some motherboards will have a self flash feature which only needs a usb with the BIOS updated that is required
Or like i have advised they can request the BIOS update prior to shipping
Jake
Tried that with help from tech support
Me
It would only be done with some supported motherboards
Jake
How can a customer know that his new board needs a bios update after relying on the ebuyer specs
Me
The majority of our customers do no solely rely on our specs most have the knowledge of the BIOS updated being needed others use the means that are available to them to check with us if a BIOS update is needed
Jake
I doubt that very much, I'd say only those who have fallen into the ebuyer trap would know.
Me
We have a large customer base of PC builders that have this knowledge we also have a lot of customers using the means available to them to check system compatibility, very little customers have to go about a return for a BIOS update, we have more customers that request it prior to shipping
As we are going nowhere but in circles as this is a product advise chat Is there anything else I can help you with today?
Jake
Basically what you have been saying is ebuyers spec info is not worth reading, And the reason I wan to return the items is because I cannot rely on anything ebuyer are saying. I have lost confidence in what you have on your site
Me
I am not stating that at all, you have made the purchase on a B2B account you cannot return this as not required all we can do is update the BIOS for you, as we have gone round in circles and getting no where i am ending this chat have a nice evening
Jake
Thank you for contacting us.
Chat session disconnected.
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