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Helpful ReplyThe GigaByte motherboard that could - start on fire!

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WackyWRZ
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Monday, March 21, 2016 8:19 PM (permalink)
I apologize if this is in the wrong area - it feels like general hardware. :)  I am feeling the need to vent my extreme frustration... and at the same time express my extreme pleasure and gratitude toward EVGA. I had a literal computer meltdown / fire of epic proportions at the beginning of this month. I actually came home from work and smelled a putrid burning smell (which the house still smells of to this day). My computer was off at the time - but somehow my PCIe slot literally melted and burned the mobo, gfx card, and even burnt the paint off the case behind the motherboard. Detailed pictures of the carnage are here: http://imgur.com/a/Ff7tV
 
I opened an RMA with both Gigabyte and EVGA for the damaged components (980ti Classy and GA-Z97-UD3H). What I experienced next were two completely different spectrum of customer service. EVGA responded to my ticket in less than 12 hours and were very communicative. I got set up with an RMA and they sent me a new graphics card! Within a week or so of it actually happening I had a replacement in my hands. They even go as far as updating your EVGA profile with the new serial number and everything! This company is like the Amazon of computer parts when it comes to customer service. I was getting email responses from them within an hour which is awesome! I can say that in the future I will not buy any other graphics card other than EVGA (unless by-chance AMD comes out with something monumental).
 
Gigabyte on the other hand - what a friggen joke. After waiting almost a week for them to get back to me and even approve the RMA, sending the board in, and then it sitting for 3 days after delivery they decided that the warranty is void due to "physical damage." They sent a picture showing the burned area as the reason. Are you freaking serious?!?! No s**t Sherlock there is physical damage - the thing melted down. I called them and the guy I talked to told me "too bad" there's nothing they can do because the damage was not caused by the motherboard. When I asked what did cause it they said they "didn't know" they just knew it wasn't a problem with the board itself. Riiiight. I installed a different mobo in my system while this is being sorted out because I expected them to drag this out and everything else seems to be fine - even the PSU. I checked voltages with a meter and they all seem fine. Granted I can't check ripple without a scope, but I don't think ripple would cause a burn like that. I also fail to see how a power surge or anything external could possibly even be a factor. Nothing else in the entire house had an issue - not even the 2 monitors plugged into the same wall / outlet / UPS device or my Dell PE servers.
 
When they send it back I am thinking about filing a claim with my CC - as I would think that's an alternate option. My real question is - am I beyond pissed over nothing? What are the chances that the video card actually caused the board to melt down like this? I'm sure it's hard to pinpoint what was actually the cause - but for GB to just give me the finger and say oh - not our problem is just asinine. Seems like the only thing they would cover is if a bios chip failed - and even then they'd find a way to blame you. I can say that I don't think that I will ever buy or trust another one of their products again.  Also "Ultra Durable" what a crock - I would hate to see one of their NON "UD" boards!!!  It might have actually burnt the house down.  I've had good luck with ASUS (never had to RMA anything) and one RMA with an MSI motherboard that was painless as well. Too bad I couldn't find a good Z97 EVGA board still for sale at a decent (reasonable) price!
post edited by WackyWRZ - Wednesday, March 23, 2016 7:10 PM

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bcavnaugh
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Re: The computer that could - start on fire! Monday, March 21, 2016 8:24 PM (permalink)
WOW!
Click on Image for a Larger View.

 

 
 
 

 
Why do your think this was caused by EVGA Hardware and not by GigaByte Hardware?
 
Good you did fix your Link.
 
post edited by bcavnaugh - Monday, March 21, 2016 8:38 PM

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WackyWRZ
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Re: The computer that could - start on fire! Monday, March 21, 2016 8:28 PM (permalink)
bcavnaugh
WOW!
Good you did fix your Link.

Whoops - my bad on the link - and thanks for the assist on the pics!  I 99.9% believe this was the board's issue and not EVGA.  I suppose that there could have been a fluke issue with the PSU but doubtful.
post edited by WackyWRZ - Monday, March 21, 2016 8:31 PM

CASE: Anidees AI Crystal XL | MOBO: ASUS X470 Crosshair VII | CPU: AMD Ryzen 3600 | RAM: G.Skill Trident Z DDR4-3200 2x8GB B-Die | SSD: Samsung 970 EVO Plus NVME 1TB | PSU: EVGA SuperNOVA 650 P2 | GPU: AMD RX5700 XT | MON: AOC CU34G2X 1440p/144hz 34" Ultrawide + Dell S2716DG 1440p/144Hz | Cooling: Full custom loop, Heatkiller D5 150, Aquacomputer D5 Next + Quadro, EK Supremacy Evo, EK Coolstream PE 480, Bykski 5700XT | HEAT: 20-0-0 - http://www.heatware.com/u/104452

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bcavnaugh
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Re: The computer that could - start on fire! Monday, March 21, 2016 8:34 PM (permalink)
WackyWRZ
bcavnaugh
WOW!
Good you did fix your Link.

Whoops - my bad on the link - and thanks for the assist on the pics!  I 99.9% believe this was the board's issue and not EVGA.  I suppose that there could have been a fluke issue with the PSU but doubtful.


What Brand and Model is your Power Supply?  EVGA SuperNOVA 750G2
Did you have a storm with lightning within a 10 mile radius?
post edited by bcavnaugh - Monday, March 21, 2016 8:38 PM

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Cool GTX
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Re: The computer that could - start on fire! Monday, March 21, 2016 8:38 PM (permalink)
Happy to see EVGA, stepped up and the RMA was painless as possible. 
 
Sorry Gigabyte was unable or unwilling to do the forensic exam of their MB
 
The PCIe lanes do have power to them while the PC is in the "Off" mode; unless you unplug it. (PC electrical surge protected ?)
 
Heat of that magnitude appears to indicate a short to ground as one possibility. 
 
Loose electrical connections do get hot as resistance increases.
 
A GPU sagging enough to partially come out of the PCIe slot, might allow a short from +12V to ground.
 
Most PSUs have an overload safety system to interrupt power.  It may be prudent to ask the Mfg if they will test yours.
post edited by Cool GTX - Monday, March 21, 2016 8:43 PM

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Re: The computer that could - start on fire! Monday, March 21, 2016 8:39 PM (permalink)
bcavnaugh
 What Brand and Model is your Power Supply?
Did you have a storm with lightning within a 10 mile radius?

EVGA SuperNOVA 750G2 - yes I am a fan of EVGA products!   No lightning storms anywhere near here at that time - nothing but sunshine for miles!
 
I never unplug my computer (unless there is a thunderstorm with lightning) - which at that point I unplug my TV theater equipment too.  My PC and peripherals are all plugged into an APC BX1500G Back-UPS 1500 UPS.  I'm thinking that heat had to have lasted a while to cause the mobo tray to get damaged too.
post edited by WackyWRZ - Monday, March 21, 2016 8:50 PM

CASE: Anidees AI Crystal XL | MOBO: ASUS X470 Crosshair VII | CPU: AMD Ryzen 3600 | RAM: G.Skill Trident Z DDR4-3200 2x8GB B-Die | SSD: Samsung 970 EVO Plus NVME 1TB | PSU: EVGA SuperNOVA 650 P2 | GPU: AMD RX5700 XT | MON: AOC CU34G2X 1440p/144hz 34" Ultrawide + Dell S2716DG 1440p/144Hz | Cooling: Full custom loop, Heatkiller D5 150, Aquacomputer D5 Next + Quadro, EK Supremacy Evo, EK Coolstream PE 480, Bykski 5700XT | HEAT: 20-0-0 - http://www.heatware.com/u/104452

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Cool GTX
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Re: The computer that could - start on fire! Monday, March 21, 2016 8:45 PM (permalink)
WackyWRZ
bcavnaugh
 
What Brand and Model is your Power Supply?
Did you have a storm with lightning within a 10 mile radius?



EVGA SuperNOVA 750G2 - yes I am a fan of EVGA products! :)  No lightning storms anywhere near here at that time - nothing but sunshine for miles!


Car accidents and such things can also cause power spikes - as the path around the damaged transmission line reroutes.
 
Have any pics of the back of the MB to share ?
 
Any electric discharge burns to the case ?
 
PSU cables look undamaged ?
 
 
Surge through power line should not be an issue with your: APC BX1500G Back-UPS 1500 UPS.
post edited by Cool GTX - Monday, March 21, 2016 9:47 PM

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WackyWRZ
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Re: The computer that could - start on fire! Monday, March 21, 2016 8:57 PM (permalink)
I can get pics of the back once they send the MB back - I didn't think to take any.  There weren't any electrical shorts or discharges to the case - and I also checked around all the standoffs as well as the mobo pads for damage/melting.  I actually built this machine last year and installed the gfx card around December - so it had been fine ever since.  PSU cables are all normal looking.
 
This is what it did to the case:

post edited by WackyWRZ - Monday, March 21, 2016 9:00 PM

CASE: Anidees AI Crystal XL | MOBO: ASUS X470 Crosshair VII | CPU: AMD Ryzen 3600 | RAM: G.Skill Trident Z DDR4-3200 2x8GB B-Die | SSD: Samsung 970 EVO Plus NVME 1TB | PSU: EVGA SuperNOVA 650 P2 | GPU: AMD RX5700 XT | MON: AOC CU34G2X 1440p/144hz 34" Ultrawide + Dell S2716DG 1440p/144Hz | Cooling: Full custom loop, Heatkiller D5 150, Aquacomputer D5 Next + Quadro, EK Supremacy Evo, EK Coolstream PE 480, Bykski 5700XT | HEAT: 20-0-0 - http://www.heatware.com/u/104452

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bcavnaugh
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Re: The computer that could - start on fire! Monday, March 21, 2016 9:49 PM (permalink)
WackyWRZ
I can get pics of the back once they send the MB back - I didn't think to take any.  There weren't any electrical shorts or discharges to the case - and I also checked around all the standoffs as well as the mobo pads for damage/melting.  I actually built this machine last year and installed the gfx card around December - so it had been fine ever since.  PSU cables are all normal looking.
 
This is what it did to the case:



It looks like the case stand off may not be high enough or the solder on the motherboard had some long drips.
Can you post an image of that side of the motherboard?

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WackyWRZ
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Re: The computer that could - start on fire! Monday, March 21, 2016 10:23 PM (permalink)
bcavnaugh
 
It looks like the case stand off may not be high enough or the solder on the motherboard had some long drips.
Can you post an image of that side of the motherboard?

Once they send the board back I'll take some pictures of the back.  There's a good deal of space between the case and the board - I don't think the angle of that picture shows the standoff height very well.  If it was a long solder drip why would it have been ok for months before having an issue?  Time to rub through?  I cleaned off the char from the case and don't see any bare metal exposed either in the burn area.

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Re: The computer that could - start on fire! Monday, March 21, 2016 10:24 PM (permalink)
Like with wood expanding do to change in the seasons maybe.

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Re: The computer that could - start on fire! Monday, March 21, 2016 11:01 PM (permalink)
Nice pics. 
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Re: The computer that could - start on fire! Tuesday, March 22, 2016 3:44 AM (permalink)
Sajin
Nice pics. 

Centerfold material isn't it?!? 
 
I was thinking of filing a BBB complaint as well...  Not that it would actually do anything but you never know.  At this point I am probably just gonna file with the CC and see what they say.

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Clausewitz
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Re: The computer that could - start on fire! Tuesday, March 22, 2016 3:54 AM (permalink)
WackyWRZ
Sajin
Nice pics. 

Centerfold material isn't it?!? 
 
I was thinking of filing a BBB complaint as well...  Not that it would actually do anything but you never know.  At this point I am probably just gonna file with the CC and see what they say.




You have to consider that only one party can really be at fault here. Either the card or the motherboard. Expecting both companies to honor an RMA for a situation like this is like my powersupply blowing up and taking a video card with it and expecting the video card company to RMA the card for free.
 
Someone has to be at fault isn't it improper to expect both companies to be at fault? Remember, it's a warranty not an insurance company.
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Re: The computer that could - start on fire! Tuesday, March 22, 2016 10:08 PM (permalink)
From my point of view, it appears to have been a short within the motherboard.  Now that could have been triggered by solder mound / almost drip as bcavnaugh suggested.  It could have been the GPU card was not quite seated completely and temp change caused the pins with power to move slightly shorting out; that seems unlikely as you said, the GPU card had been in place since Dec '15.  The GPU Card itself IMO did not appear to have a failure that could have caused the damage in the picture.  Back of mob could give more information as mentioned above. 

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Re: The computer that could - start on fire! Tuesday, March 22, 2016 10:52 PM (permalink)
Clausewitz
WackyWRZ
Sajin
Nice pics. 

Centerfold material isn't it?!? 
 
I was thinking of filing a BBB complaint as well...  Not that it would actually do anything but you never know.  At this point I am probably just gonna file with the CC and see what they say.




You have to consider that only one party can really be at fault here. Either the card or the motherboard. Expecting both companies to honor an RMA for a situation like this is like my powersupply blowing up and taking a video card with it and expecting the video card company to RMA the card for free.
 
Someone has to be at fault isn't it improper to expect both companies to be at fault? Remember, it's a warranty not an insurance company.


This has happened on my motherboard and PSU, both EVGA. The power supply fried taking out the motherboard with it. When I tried booting up my PC, it gave me 3 post errors, one was a C state error.
 
The greatest and most shocking moment of all of it when it happened is when I hit the power button, I heard a loud explosion which sounded like a gun fire, the capacitor in the PSU exploding.
post edited by stalinx20 - Tuesday, March 22, 2016 10:57 PM

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seth89
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Re: The computer that could - start on fire! Wednesday, March 23, 2016 4:24 AM (permalink)
EVGA has the best customer service, their warranties are the best too.
I like how I can call them and get the same tech each time or somebody from the forum.
They manage to be a mega size company with the inner workings and feel of a small/local company. 


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Re: The computer that could - start on fire! Wednesday, March 23, 2016 7:13 PM (permalink)
seth89
EVGA has the best customer service, their warranties are the best too.
I like how I can call them and get the same tech each time or somebody from the forum.
They manage to be a mega size company with the inner workings and feel of a small/local company. 

I actually went out of my way to buy EVGA video cards because I have read great things about their customer service...  In-fact I bought 2x 980ti Classys I trust in them so much.  They didn't have to replace my card but they did - and it speaks volumes...  I'm a customer for life - even went and bought a Torq mouse to further support them - and love it too!  After this experiencing I would GLADLY pay a premium (within reason) for their products knowing they'll stand behind not only the product but the customer as well.
 
Well the motherboard is on it's way back to me...  I'll post up pics when I get them.  At the suggestion of some others I actually took to Facebook to post pictures and their response was incredible.  They basically mocked me with sadface / crying emoticons and when I said that they lost a customer to ASUS/MSI/EVGA they put a smiley and said "OK we hope to see you back real soon".  
 
So - EVGA please find me a Z97 board from the back room to buy! 
post edited by WackyWRZ - Wednesday, March 23, 2016 7:18 PM

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bcavnaugh
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Re: The computer that could - start on fire! Wednesday, March 23, 2016 7:28 PM (permalink)

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WackyWRZ
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Re: The computer that could - start on fire! Wednesday, March 23, 2016 7:30 PM (permalink)
bcavnaugh
The EVGA X99 Classified is on sale now for only $299
http://www.evga.com/Products/Product.aspx?pn=151-HE-E999-KR



Great - then I only need another $450(ish) to get a new CPU and RAM! 

CASE: Anidees AI Crystal XL | MOBO: ASUS X470 Crosshair VII | CPU: AMD Ryzen 3600 | RAM: G.Skill Trident Z DDR4-3200 2x8GB B-Die | SSD: Samsung 970 EVO Plus NVME 1TB | PSU: EVGA SuperNOVA 650 P2 | GPU: AMD RX5700 XT | MON: AOC CU34G2X 1440p/144hz 34" Ultrawide + Dell S2716DG 1440p/144Hz | Cooling: Full custom loop, Heatkiller D5 150, Aquacomputer D5 Next + Quadro, EK Supremacy Evo, EK Coolstream PE 480, Bykski 5700XT | HEAT: 20-0-0 - http://www.heatware.com/u/104452

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bcavnaugh
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Re: The computer that could - start on fire! Wednesday, March 23, 2016 7:32 PM (permalink)
WackyWRZ
bcavnaugh
 
 
The EVGA X99 Classified is on sale now for only $299
http://www.evga.com/Products/Product.aspx?pn=151-HE-E999-KR
EVGA Z170 Classified K Intel Socket LGA-1151 with DDR4 Motherboard ATX DDR4 (142-SS-E178-KR) is in stock at Amazon for $249.99



Great - then I only need another $450(ish) to get a new CPU and RAM! 


Well you can also look at this way, maybe someone upstairs is telling it is time to upgrade to newer hardware to match them new GTX 980Ti Classified Card you have!
post edited by bcavnaugh - Wednesday, March 23, 2016 7:35 PM

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Re: The computer that could - start on fire! Wednesday, March 23, 2016 7:41 PM (permalink) ☄ Helpfulby WackyWRZ Wednesday, March 23, 2016 7:47 PM
WackyWRZ
seth89
EVGA has the best customer service, their warranties are the best too.
I like how I can call them and get the same tech each time or somebody from the forum.
They manage to be a mega size company with the inner workings and feel of a small/local company. 

I actually went out of my way to buy EVGA video cards because I have read great things about their customer service...  In-fact I bought 2x 980ti Classys I trust in them so much.  They didn't have to replace my card but they did - and it speaks volumes...  I'm a customer for life - even went and bought a Torq mouse to further support them - and love it too!  After this experiencing I would GLADLY pay a premium (within reason) for their products knowing they'll stand behind not only the product but the customer as well.
 
Well the motherboard is on it's way back to me...  I'll post up pics when I get them.  At the suggestion of some others I actually took to Facebook to post pictures and their response was incredible.  They basically mocked me with sadface / crying emoticons and when I said that they lost a customer to ASUS/MSI/EVGA they put a smiley and said "OK we hope to see you back real soon".  
 
So - EVGA please find me a Z97 board from the back room to buy! 




Step it up, turn up the heat on Gigabyte. 
 
File a formal Complaint with the government. 
 
They take fire safety pretty seriously. http://www.cpsc.gov/en/Recalls/Recalls-by-Product/?productId=67680
 
 
At least Gigabyte will need to make a formal reply.  Who knows maybe you are not the only one to have this issue.
 
 
http://www.saferproducts.gov/Default.aspx
 
http://www.cpsc.gov/
 
https://www.usa.gov/consumer
 
 
 
 
 
 
post edited by Cool GTX - Wednesday, March 23, 2016 7:49 PM

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#22
seth89
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Re: The computer that could - start on fire! Saturday, March 26, 2016 1:00 PM (permalink)
I always looked at Gigabyte as a entry brand or a budget brand. I know they have highend stuff but I don't think people who start with Gigabyte stay with them (yes some users will say they only buy gigabyte but im talking larger picture). Stepping up to a Evga or MSI product only seems natural as you get more and more into computers.

Or its all BS and I'm dead wrong.


#23
LFaWolf
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Re: The computer that could - start on fire! Saturday, March 26, 2016 4:26 PM (permalink)
seth89
I always looked at Gigabyte as a entry brand or a budget brand. I know they have highend stuff but I don't think people who start with Gigabyte stay with them (yes some users will say they only buy gigabyte but im talking larger picture). Stepping up to a Evga or MSI product only seems natural as you get more and more into computers.

Or its all BS and I'm dead wrong.

I have had 3 Gigabytes boards died on me. Granted they were 775 but I never buy Gigabyte for high end anymore. I only bought the 970-UD3P for family budget builds a couple of times. All my high end are ASUS and EVGA. So you are not too far off with that claim.


 
#24
donta1979
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Re: The computer that could - start on fire! Saturday, March 26, 2016 5:43 PM (permalink)
seth89
I always looked at Gigabyte as a entry brand or a budget brand. I know they have highend stuff but I don't think people who start with Gigabyte stay with them (yes some users will say they only buy gigabyte but im talking larger picture). Stepping up to a Evga or MSI product only seems natural as you get more and more into computers.

Or its all BS and I'm dead wrong.

Gigabyte depends on the board, I have stayed with the G1 boards now for awhile. Great layout, great onboard components, never had a single problem with a gigabyte G1 board. But thats just my personal experience of owning five of them.

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#25
Julian_Moore_III
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Re: The computer that could - start on fire! Saturday, March 26, 2016 11:03 PM (permalink)
My first thought was that this actually looks like an improperly seated gpu caused a short, then you showed the back of the case and I was like the plot thickens.  Great mystery and drama, kind of makes me want to file down my solder points off.  It would take some time for solder to get through that powder coat, so it wouldn't fail right away.
#26
fearpoint
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Re: The computer that could - start on fire! Sunday, March 27, 2016 3:49 PM (permalink)
This thread delivers. I've read so many "my mobo exploded/destroyed" threads without a single picture.
 
OP <3
#27
candle_86
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Re: The computer that could - start on fire! Tuesday, March 29, 2016 2:34 PM (permalink)
seth89
I always looked at Gigabyte as a entry brand or a budget brand. I know they have highend stuff but I don't think people who start with Gigabyte stay with them (yes some users will say they only buy gigabyte but im talking larger picture). Stepping up to a Evga or MSI product only seems natural as you get more and more into computers.

Or its all BS and I'm dead wrong.



I'll never go back to Gigabyte, bought a brand new motherboard from them back in 2005, Socket 775, 865 chipset. I bought it to go with a Pentium D 820 I got as a gift. I wanted AGP because my 6800GT wasn't exactly terrible yet. But on the 2nd day the chipset caught fire, took out everything on my board. I had to go back to my AThlon XP and a Ti 4400 the local computer shop had. Never again have I trusted anything gigabyte.
 
The board makers not to trust 
 
Gigabyte
PC Chips
ECS
 
post edited by candle_86 - Tuesday, March 29, 2016 2:37 PM
#28
transdogmifier
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Re: The computer that could - start on fire! Tuesday, March 29, 2016 2:41 PM (permalink)
I don't trust Gigabyte...at all...had problems many times, and RMA issues as well.
 
I won't buy from them, even if someone who wants me to build a system for them wants them. I WILL ALWAYS
say "eVGA or Asrock or Asus"...I will use MSi as well, but not as much as the first three.
 
sorry that happened OP...glad eVGA took care of you....that's why I take care of them by buying their products!
 

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#29
candle_86
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Re: The computer that could - start on fire! Tuesday, March 29, 2016 3:02 PM (permalink)
I guess how I look at boards to help the OP pick his next ones
 
High Quality Boards
ASUS
EVGA
ASROCKS
Intel
SuperMicro
 
Mid Teir Boards
MSI
Jetway
Biostar
 
If you want a stable working system forget these
ECS
Gigabyte
 
#30
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