Intel on January 31, 2011 announced the detection of a design error in the new Sandy Bridge-based Intel 6 Series support chip, also known as Cougar Point. The shipment of existing Sandy Bridge products has been suspended by Intel , and the production of an updated support chip has commenced. The design error affects only the support chip, and not 2nd generation Intel Core processors such as the i5 and i7.
Acting on our philosophy and promise of inspiring innovation and persistent perfection, we’ve created a comprehensive response to this development to safeguard the best interest of ASUS customers around the world. We will provide total warranty services to maximize computing and usability, as each ASUS product is delivered with an uncompromising quality pledge. This includes the hassle-free return and/or replacement of all affected ASUS products. We’re doing all this effective immediately – and as a first step, shipments of current ASUS Sandy Bridge-based products have been halted. The suspension covers all distribution and retail channels — ASUS only sells quality-assured products, at all times and across all product segments.
For all customers who already own any ASUS product affected by the design error identified by Intel , simply visit http://event.asus.com/2011/SandyBridge/notice for detailed warranty and service hotline information. We’ll be happy to address any questions or concerns you may have regarding this issue, as well as provide information on future updates to Sandy Bridge technology.
Update [02/07/11] ASUS has finalized initial internal discussions outlining our strategy and process to fully support our customers for the replacement or refund of products containing the affected Intel 6 Series support chipset. In addition, we have created a dedicated website that outlines our response, describes options for the return or refund of products and a workaround solution for current owners of these products. The site is located here - http://service.asus.com/notice/Overview.aspx – and contains general information, step by step directions, service registration form and contact information for our valued customers.
If you or your readers have any questions, concerns, or comments please let us know and we will be happy to address those items.
Some key points are noted below.
1. Product replacements will be new products and based on current Intel schedules, they should be the same product that the customer currently owns and will be available in several weeks. ASUS will handle product replacements directly with customers currently owning the affected products outlined here - http://service.asus.com/notice/Overview.aspx#affected . If the customer is not satisfied with the free replacement service, then we sincerely ask that they contact their E-tailer or actual place of purchase for a refund now. ASUS will also cover shipping costs for customers wanting a direct replacement product. This includes standard two-way shipping for the return of affected product and the delivery of equivalent/new products.
2. Although advanced RMA options are offered on our standard range of motherboards in the first year (P8P67 PRO and above) of warranty, we will extend this advanced RMA option to all products affected by this Cougar Point design error. Details of this option are available here - http://service.asus.com/notice/FAQ.aspx .
3. Potential warranty adjustments or any items related to new warranty terms are still under discussion locally. In the meantime, our standard warranty and terms of service apply for any affected products shipped to customers.
4. This customer care response plan is specific for products purchased in North America (USA and Canada). Other regions might have a different policies or procedures pertaining to the replacement or refund of affected products. We ask that customers outside of North America please contact their local region for instructions.