ASUS Issues Sandy Bridge Motherboard Recall

ASUS Outlines Proceedure for Intel H67 and P67 Express Motherboard Replacement

On January 31st 2011, Intel announced a design problem with the new Intel6 series support chipset, also known as Cougar Point. The chipset is utilized in PCs with Intel's latest Second Generation Intel Core processors, code-named Sandy Bridge. Intel has stopped shipment of the affected 6 Series support chip from its factories. Intel has corrected the design issue, and has begun manufacturing a new version of the 6 Series support chip which will resolve the issue. The Sandy Bridge processor is unaffected and no other products are affected by this issue.

To proactively address this problem and fulfill our uncompromising quality pledge for providing the highest levels of product quality and customer service, ASUS is providing a number of options ranging from refunds to free product replacement, easy workaround solutions, and dedicated customer support for our valued customers. In addition, shipments of current ASUS Sandy Bridge based products affected by the Intel6 series support chipset problem have been halted. This suspension covers all distribution and retail channels in North America.

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 - https://service.asus.com/notice/Overview.aspx - and contains general information, step by step directions, service registration form and contact information for our valued customers.

Some key points are noted below.

• 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 - https://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.
• 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 - https://service.asus.com/notice/FAQ.aspx .
• 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.
• 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.