ComplaintsforIntel Corporation

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issue is with their Iris chipsets. I own a small repair shop and have had 3 laptops in with issues with their Iris chipsets where screen goes black and white and is unusable after a driver update. Brands were different and only a basic ********* adapter brings it back to normal. Contacting support, they were initially good with response but like a lot of places just refer you to the manufacturer. I did what they recommended and it did not work (didn't think it would): update BIOS and use manufacturer driver for integrated Iris chipset. On one it was a BPC issue between 6/8 bits. The other only worked by keeping it on basic adapter driver. This one will not work no matter which driver is used. The issue is with drivers/BPC as the screen is fine otherwise UNTIL you do any driver updating. Support pushes it to laptop company, and company will blame manufacturer. Being that the common denominator in all 3 cases with different brand is the actual chipset itself and seeing others have the same problem, they refuse to continue offering support to get to the bottom of it, which is absolutely baffling considering this is THEIR CHIPSET and clearly a driver issue. They just write back "case is closed". This is unacceptable to not want to actually figure out what is causing this but instead consider the issue closed and push it off on the manufacturer. Then the consumer is literally left dead in the water because ***** wants to actually help. OEM VGA drivers DO NOT WORK to fix the issue. Neither does a bios update nor their update utility.

  Business response

  12/18/2023

  Intel produces building-block products that are used in *** configurations. ***s use firmware supplied by Intel and modified it to work in their *** proprietary software builds.  Intel has no way of knowing what modifications multiple ***s make to the firmware and settings to make the components work properly in their builds. Intel provides ***s with updates to allow them to adapt those changes into their proprietary software builds. ***s should provide those adapted updates to their customers.
  
  Intel also builds and sells retail DYI components to end-users and small integrators. It is up to those who integrate to take all the components and associated drivers and firmware to create a workable software build. Intel provided updates for those retail DIY products on its support websites.
  
  Intel will suggest the customer work with their *** so they get the adapted updates by the ***.  Intel does not suggest those with *** products to us generic updates as they would not contain the *** adapted changes and could case unexpected issues within the *** software stack.  

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Intel *** *****f I'm using as an issue where it gets pegged or utilized too easy causing the system to slow down. I believe it's a problem with this specific model of *** and Intel keeps wanting to replace it with the same which I think is unacceptable because I cannot even use my computer as advertised. Intel should offer to replace it with something more appropriate. I have tried to work with until customer service but they claim that's about the best they can do they try to blame it on other things but I know it's the *** model issue.

  Business response

  12/21/2023

   The Reporting Party (RP) has opened multiple cases in the last few months with several product related questions. In one of the last cases the technical staff proposed a solution for the concern the RP was asking about. 

  There was no response, and the case was closed. The RP responded after the case was closed.

  Intel regrets missing his response and is reaching out to the RP to continue the dialog in that case.
  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an Intel NUC in 2020 when I started working from home due to COVID. It was great until about a year and a half later it started to overheat and shut down (fan became very loud). I called INTEL and they sent me another one, and then again, about a year and a half later it started happening again. They sent me another one, and right out of the box the fan was loud and then would overheat and shut down. Now Intel is saying they cannot refund me or send me another device because the original device is out of warranty!

  Business response

  12/11/2023

  Reporting party s (RP) original request was in October,2021  on case *******. After trouble shooting a refund was offered and approved, then the RP changed to replacement, which was replacement shipped and the RPs original device was received in a warranty transaction.  The RPs device was replaced by Serial number ************.
  The replacement device took the remainder of the original devices warranty which expired in July 2023.
  
  In November 2023 on case ******* the RP requested again a replacement or refund of the device replaced in October of 2021 in which the warranty was expired. Originally the request was denied, but on appeal and exception was granted. The RP returned device SN ************* and a full refund was provided on December 7,2023.  

  Customer response

  12/13/2023

   
  Complaint: 20955946
  
  I am rejecting this response because: you sent two replacement units that were faulty. The timeline of warranty cannot be valid from the first one when you send a replacement. The third unit that was sent wasnt even working out of the box, so I want a refund. This is lemon law. All three units were defective.
  
  Sincerely,
  
  *************************

  Business response

  01/03/2024

  Reporting party s (RP) original request was in October 2021 on case *******. After trouble shooting a refund was offered and approved, then the RP changed to replacement, which was replacement shipped and the RPs original device was received in a warranty transaction. The RPs device was replaced by Serial number ************.
  
  As per ********************* Limited warranty, the replacement device took the remainder of the original devices warranty which expired in July 2023.
  
  In November 2023 on case ******* the RP requested again a replacement or refund of the device replaced in October of 2021 in which the warranty was expired. 
  
  Originally the request was denied, but on goodwill appeal and exception was granted. The RP returned device SN ************* and an additional replacement unit was provided in November 2023. The RP is claiming this new devices fan is also noisy when the device operates and they want a refund for the entire device.
  
  The device is out of warranty, the RP has been granted an exception once. Intel has authorized a replacement fan to be shipped to the customer at no charge.

  Customer response

  01/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Intel processor from a person half a year ago and it failed with some defective issue recently. I tried to start a warrenty complain with Intel and they denied my warrenty due to this processor was been report to the retailer as lost. This stupid reason caused I lost both of my money and my processor. If you tech cannot prevent your item being lost, just stop this stupid policy really. This policy will not hurt the theft, it will only hurt the poor student like me wants to buy something cheaper in the aftermarket.

  Business response

  11/07/2023

  On 10/29/23 the Reporting Party (RP) attempted to open a warranty claim for an Intel processor.  While troubleshooting and validating the product for warranty purposes it was discovered that the product was previously reported as stolen.  The RP is not the customer who reported the device stolen.  ******************** confirmed with the customer who reported the device stolen that they did not have the device.

   The RP told Intel that he purchased the product from someone of ******** marketplace.  Intel denied the RPs request for warranty as the good was stolen and advised the RP to contact his point of purchase or his local police.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i5-3600K purchased for ******. Product was defective, verified covered under warranty. Case ******** opened on 5/20, took 3 days to first intel response. Did not receive approval to return until 6/1 due to drawn out responses from Intel. No timeline given on when return had to be by.. Several weeks later due to work / vacation, went to ship back the part, label was cancelled. Intel provided a new label. Part shipped the next day (6/21). Several days later went to check warranty status and it had been cancelled. Part already in the mail, no open case or contact to ask where my part is. Went back through junk mail, and found a "reminder" email from Jun 23 saying it would be cancelled "on" 60 days. Note, this reminder didnt show ** in the case notes, wasnt really a reminder, but new news, and i would have interpreted this as 60 days from june 23. Intel is using slow walking and deceptive communication techniques to remove itself from warrany liability.

  Business response

  08/01/2023

  Intel fulfilled the warranty transaction in a timely manner, given the almost month and one-half delay in the process when the Reporting Party (RP) stopped responding.   A  review of the transactions below reflects Intel was responsive and supplied a replacement product at no cost to the RP.
  
  Whereas Intel fulfilled the transaction we consider this case closed.  Below is the information taken from our system.

  05856697 Opened 5/20/2023
  

  
  May 20th  (Saturday)  Case opened non-human request.  Customer provided information on troubleshooting done.
  May 24th (Wednesday)  After a review of the information provided and establishing warranty,  Intel agents Asked for shipping info
  
  June 1 RP replied with address
  June 2 Intel Sends approval shipping info and prepaid shipper/
  
  June 23 reminder sent Advised that case will be close 60 days from open date if the product has not been returned.
  
  July 19th  RP advises they tried to print label but it was timed out.
  July 20th,second prepaid label sent.
  July 24th  No product received and case is auto-closed.
  July 25th presumed defect arrives; New case is opened 0*******
  
  
  Case *******   Opened 7/26/2023
  July 26th   RP advised of new case number
  July 27th  RP advised he has already returned the part
  July 28th RP is advised that his part has been received and replacement has been shipped
  July 31 Part is delivered to RP.
  
  

  
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to support Intel and it's getting really hard to stick with Intel when *** has good and available offerings now. I have already purchased the motherboard and RAM previously.My plan was to purchase the *****KS ***. The problem is, I cannot find it anywhere and I'm asking Intel to step in. The problem is I can't seem to get anyone on the phone professionally speaking. I mean management says they called but I have no missed calls and when I respond to the emails asking what phone number they called from or too, no reply. Back in 2018 Intel allowed me to swap the processor out due to damage to a motherboard. I'm asking Intel to do something similar this time except for bad marketing. I have purchased a *****k *** in good faith that Intel will allow me to swap with KS model. I want to support Intel and this is my final attempt to do so. I feel burned by this company because they have allowed price gouging to take place and no actual place to purchase the *** from.

  Business response

  07/24/2023

  The reporting party (RP) contacted Intel regarding his wish to trade one processor for another as a warranty transaction.  The RP stated that there was nothing wrong with the processor but they were having difficulty locating the one they desired so they purchased another processor hoping Intel would trade them for the one he desired.
  
  Intels limited warranty does not apply when the circumstance is not a presumed technical defect. The RP clearly knew what they were purchasing and it was not the device they desired, which is confirmed in both the case notes and the compliant with the BBB. Intel denied the  request.  Intel suggests the RP should take the device they purchase back to their place of purchase and purchase the actual device they desired as this is not a warranty or service case.

  Customer response

  07/25/2023

   
  Complaint: 20289732
  
  I am rejecting this response because:

   

  I've supported for many years. And chose *** the last round with a ****x. Now I spend a bunch of money coming back for the *****k which doesn't AT ALL feel like an upgrade. So yes, there is something wrong with it. I am not happy with the performance. I've even explained to Intel that I'm willing to pay the difference in MSRP since Intel did a horrible job of making sure the product was even available. I would accept the *****ks or *****k when available as a replacement. Please know this until, if you don't work with me I will not support your company and the bad decisions we all know you've made. I also will not accept any other decision other than to replace. In terms of latency I feel I've wasted money.

   

  
  
  Sincerely,
  
  *******************************

  Business response

  07/31/2023

  Intels limited warranty does not apply when the circumstance is not a presumed technical defect. The RP clearly knew what they were purchasing and it was not the device they desired, which is confirmed in both the case notes and the compliant with the BBB.  Intel denied the  request.  Intel suggests the RP should take the device they purchase back to their place of purchase and purchase the actual device they desired as this is not a warranty or service case.

  Customer response

  08/01/2023

   
  Complaint: 20289732
  
  I am rejecting this response because:

  It's clear that Intel has bad management. I'll use 2018 as an example. I requested Intel to swap out an ****k for an ****k after a motherboard failure. Intel agreed. The only difference between that and this? Intel has done a poor job with product availability. You've allowed artificial price hikes from scalpers for the 13900KS model. Take responsibility Intel, this happened on your watch. I spend thousands on an Intel build and this is what I get. It's not worth it.

  As I mentioned before in email, I've been a long time Intel supporter since the original one pentium 1. Since you show a non willingness to work with your customers, you no longer have my support. I'm sure you by the time restructuring takes place, you will feel the effects. 

   

  This complaint isn't about a customer, it's about you.

   

   

  
  
  Sincerely,
  
  *******************************

  Business response

  08/08/2023

   The RP clearly knew what they were purchasing and it was not the device they desired, which is confirmed in both the case notes and the compliant with the BBB.  Intel denied the  request.  Intel suggests the RP should take the device they purchase back to their place of purchase and purchase the actual device they desired as this is not a warranty or service case.  Intels limited warranty does not apply when the circumstance is not a presumed technical defect.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 18th, I discovered that my computer was unable to turn on, and after my assessment, I suspected that the processor might be the issue. I contacted Intel, hoping they could check whether it was a problem with the processor. However, right now, I believe that the issue may be with the power supply instead, but this may not be relevant now.On April 19th, I sent the processor back to Intel at the address they provided me with, along with the shipping label they sent me. The package was delivered on April 24th, and on April 24th, I called customer service to ask if they had received it. They said they had, but it had not been scanned yet, and it would take three days to determine if it was the processor's problem. On the afternoon of April 27th, I called to ask if there was any new information, and they asked me for the receipt for the purchase of the processor, which I did not keep. I said that if that was the case, please return the package to me, so I could see if I could resolve the issue at a local store. The Intel customer service representative asked me to wait another day.However, on April 28th, their customer service representative told me that *** had delayed the delivery, and the package had not yet arrived at their department. But in fact, on April 27th, *** also opened an investigation on this case and provided proof of delivery on the same day. I called their customer service representative and was very angry about why they suddenly said they hadn't received my package. Their customer service representative then told me that the package had been delivered, but their receiving department could not find it. I do not understand why their customer service representative would blame *** with false reasons instead of taking responsibility for losing my package. After I expressed my disappointment with their service, their manager directly emailed me, saying that they were not the person who opened the case, so they wanted to close the conversation.

  Customer response

  05/02/2023

  The Full address is *********************************************
  ** 52241
  **********, ** 52241-1761
  *************

  Business response

  05/08/2023

  The Reporting Party (RP) Opened a support case ******* in April 2023 claiming his Intel processor which was made in September of 2022 was faulty.  The RP was issued a return authorization with replacement dependent on receipt and confirmation of authenticity of his device.  Something, which cannot confirmed, and is believed to be an empty envelop with the provided shipping label was received by our Vendor.  Intel uses a third party track and manage customer warranty receipts and subsequent replacements. The Warranty Depot has robust intake and cataloging procedures, such that it is highly unlikely that a product received would be separated from its envelope.
  
  Extensive searches of the depot receiving and variant areas where not successful in locating the product.   In addition,the product in question has not been the subject of any other customer support cases. 
  
  While reviewing the case, our system detected an name associated with the email being used which matches the email, but does not match the RPs name. For privacy reasons, Intel asked the RP to confirm his name.  When asked, the RP explained he uses multiple names.  
  
  Intel has been unable to verify that there has even been a purchase: Intel asked the RP for a proof of purchase, the RP stated he could not locate his proof of purchase as he did not keep it.  RP was also unable or unwilling to provide any information on where the device was purchased or how it was purchased.
  
  Once Intel started asking follow up questions, the RP made threats of legal action and contacted the BBB immediately. RP advised that the BBB would get a quick resolution.
  
  The RP now says they want to return the device to the store in which they purchased the device. This is curious given that RP claimed he did not know where the device was purchased.  The RP is now complaining is now that Intel cannot return a device it cannot verify was ever purchased and has no record of receiving
  
   Intels limited warranty requires two situations to be in place for a warranty transaction to occur. First, a proof of purchase (POP) document which can be validated by the issuer be provided. Second, the presumed defective product be received by Intels warranty depot.  In this case, Intel has neither. The RP is not able to provide a verifiable POP, and the product never arrived at our depot.

  Customer response

  05/08/2023

   
  Complaint: 19997153
  
  I am rejecting this response because: I understand that I would need the receipt if I'm going to claim the warranty. As I am not able to provide the invoice, so I just claimed to return my package to me. I swear to God I didn't send you empty boxes.

  I suddenly remembered, you said that when I send out the package, I should write the case number on the box, and also put the case number in the box at the same time, and then send it out. I forgot to do these. I just put my processor in a yellow box and sent it out.

  So I guess if your receiving depot is locating my package through the case number, they can't find it. I hope they can try to locate my package again through the tracking number 1Z3AX9859091952243 or there should be printed batch number on the face of my processor with X235J504.

  I would appreciate it if you could help me ask the receiving department to locate my package using these two numbers.

  
  Sincerely,
  
  ****** Li

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  More than one time in just this month mcafee has tried to charge my debt card $95 and change on a auto renew I NEVER SIGNED UP FOR OR AUTHORIZED!!! I did a one time subscription last year and NEVER clicked, auto renew. I also never gave them permission to save my debt card info for future charges. I never signed anything stating if u do a one time subscription we will save ur debt card info and charge it later in a auto renew. This is complete fraud, my bank has been notified and a block has been applied on mcafee from ever charging my card!!!! ****** is still trying ti charge me for something i didnt request! *** called into mcafee 5 times this month stating i do not want a auto renew and to stop charging my card! The most recent call being 2/24/2023!! THIS US FRAUD 100% there nothing but a bunch of crooks!!!! My next complaint will be with government agencies to report mcafee fraudulent business practices!! Mcafee needs consent to charge a debt card, they CANT just charge a card cuz they feel like it and revenue is down!! Thats call against the law!!!! I gave them consent for the ONE TIME subscription NOT to auto renew! TRUST ME WE ALL AWARE OF CROOKS LIKE THIS, THEY WILL BLAME THEIR SYSTEM FOR THE ***** LOL WHAT A PERFECT SYSTEM. We will blame our system like we didnt know it was doing that, which directly benefits the companys so IM SURRRRRREEEE they didnt know about this lol sure!!!! Intel and mcafee are nothing but crooks! No integrity or morals let alone business etiquette!

  Business response

  02/24/2023

  A search of Intels customer support database show no cases logged by the reporting party (RP).
  
  If the RP would have contacted Intel,  we would have reminded the RP that In April 2017 McAfee split into a separate company, which Intel is not a part.  They would have been provided this information as well:
  
  McAfee Customer Support directly at ***************************** via phone at **************.? For additional information on McAfee you can go to ****************************;

  Intel suggests the RP contacts McAfee directly and address their issue.  

  Customer response

  02/24/2023

   
  Complaint: 19491400
  
  I am rejecting this response because: public information shows intel as the owner of mcafee, intel purchased the company in 2011! There was and is no split, as intel claims! If what im saying is incorrect how did i know intel was the owner of mcafee and why is intel now denying it?! 
  
  Sincerely,
  
  *******************

  Business response

  03/23/2023

  Please see information sources  from the Internet where there is a plethora of information regarding Intel selling its controlling share of McAfee.
  
  Intel must reiterate that Intel sold its controlling interest in McAfee in 2017 Please see this ******** dated  Sept. 7, 2016  (note that Intel supported Intel Customer questions until early 2017)
  Times on-line article  *****************************************************************************************************************************************************************************************************************************************************.
  
  **********************************************************************************************************************************************************************************; MCAFEE IS NO LONGER A SUBSIDIARY OF INTEL, IT'S NOW FREE TO PURSUE ITS CYBERSECURITY AMBITIONS
  ************************************************************************************************************** going Private.
  
  The RP can search this term and get the answer they are looking for:   How do I cancel McAfee? 

  Customer response

  04/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: Dec 5, 2020 Order# ***-9780333-5621047 Item: Arris Surfboard Router SBG7400AC2-RB I bought this item not knowing it was already faulty and the Intel chipset provider has been sued for this already, reference: *************************************************************************************** The modem I bought is already present in that list. For a whole year I kept calling my ISP ********* to fix the problem, they came in multiple times but found nothing in the network faulty. But the router keeps dropping network, and WFH has been unbearable since I bought this. I never doubted the modem knowing the reputation Amazon holds, but here I was surprised Amazon was ready to sell a faulty product, which is known publicly. I bought another router, and have been using that, but I learnt about the existing defects now, and hence filing the complain now. All I'm looking for is give me a refund for lying and deceiving me by selling this defective product to me.

  Business response

  02/07/2023

  The reporting partys complaint seems to be in regards to a Arris modem purchased from Amazon. Both Amazon and the Amazon invoice number are clearly referenced as 112-9780333-5621047, purchased on Dec 5, 2020. Intel shows no report from the reporting party, their Email, or phone number as ever reporting any issue to Intel. This product also appears to be warranted by ***** as part of its manufacturer to customer relationship, not by ********************.

  Customer response

  02/07/2023

   
  Complaint: 19338372
  
  I am rejecting this response because the problem stems from the problematic Intel Puma 6 and 7 chips, which is resulting in the problem fundamentally.
  
  Sincerely,
  
  ***** P

  Business response

  03/23/2023

  The reporting partys complaint seems to be in regards to a Arris modem purchased from Amazon. Both Amazon and the Amazon invoice number are clearly referenced as 112-9780333-5621047, purchased on Dec 5, 2020. Intel shows no report from the reporting party, their Email, or phone number as ever reporting any issue to Intel. 

  This product also appears to be warranted by ***** as part of its manufacturer to customer relationship, not by ********************.

  Customer response

  04/24/2023

   
  Complaint: 19338372
  
  I am rejecting this response because: the underlying chips used in the production of Arris modem is the crux of the issue, so while Amazon and Arris are the intermediaries, the problem is with the Intel chip.
  
  Sincerely,
  
  ***** P

  Business response

  05/03/2023

  Intel reiterates, the reporting partys complaint seems to be in regards to a Arris modem purchased from Amazon. Both Amazon and the Amazon invoice number are clearly referenced as 112-9780333-5621047, purchased on Dec 5, 2020. Intel shows no report from the reporting party, their Email, or phone number as ever reporting any issue to Intel. This product also appears to be warranted by ***** as part of its manufacturer to customer relationship, not by ********************.  The RP should seek satisfaction form the manufacturer of the completed product Arris. 

  Customer response

  05/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me. They keep repeating the same thing, than actually reading through the post.
  
  Sincerely,
  
  ***** P

• Initial Complaint

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have 2 packages that I am waiting for pick up for from Intel. This has been going on now for over a month. I am on my 6th time of rescheduling, because the driver No shows, or they show up after work hours and shop is closed. I have notes on the account stating this, but drivers DO NOT seem to read instructions. Unfortunately, I do not have much time left to get items returns and NOT get my refund back. This is getting ******** redicuIous.

  Business response

  03/01/2023

  There is not record of this RP under the name, email or phone provided. Intel reached out to the RP multiple times requesting further information with no response. Intel can not investigate this report without further information from the ***

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩