Problematic repair of a warrantied Powerspec

TS21 · June 2021

Hello,

I purchased a G900 3 months ago. A few days ago the AIO pump started making rattling noises. I brought the machine for repairs in my local MicroCenter and the AIO was replaced with a newer version (Coolermaster 240L V2).

However, when I powered up the machine, my CPU temperatures were considerably higher than before. CPU is a 5900x.

With the faulty AIO the CPU temperature in the bios was between 45-50C, and when under stress test/max load it hit 74C steady. Light activity CPU temperatures were around 60C

With the new AIO, the CPU temperature in the bios is 79C, and when under stress test/max load it goes over 90C. Idle temperature when the OS boots is ok (40-45C) but even an tiny spike in activity, like moving the mouse or watching a youtube video would raise the temperature to over 80C.

I brought the unit back for another look but I was greeted with some suspicion and the customer service representative booted the machine in windows and told me that these temperatures are 'normal' (the machine was idling at 40-45C). While the idle is normal, I don't think 79C (~74 in the store with a lot of AC) in the bios is normal (and I demonstrated it to the representative), especially since with the previous AIO it was 45C. Comparing apples to apples: bios temp at 74-79C vs 45-50C is a big difference.

And 90C is definitely not normal for heavy load; this is air cooling territory, and the previous AIO was doing its job just fine by keeping the CPU at 74C in stress tests/max load.

The tech (not the same as the customer service representative) told me he will run a 24-hour stress test before figuring out next steps. While I appreciate the effort of the technician and his hard work, I am concerned that my issue is not taken seriously. The notes on my repair paperwork say "Customer feels temperatures are higher". I don't feel they are higher, they actually _are_ higher, by 15C at least, so I want to make sure my issue is paid its due attention. It's possible the AIO is not seated correctly, or is faulty, or the thermal paste was not applied fully, or the AIO itself is faulty; there are several reasons why the temperatures can be higher, but it's not acceptable to me to say that this is a perceived and not a real issue, when my computer was running a lot cooler before the replacement.

Is there something in particular I can do, or some assistance I can get, on this matter? I am trying to make sure I don't end up with a CPU close to thermal throttling, after a 'routine' AIO replacement.

[Edit: this should be in General discussion I believe so feel free to move it if necessary.]

TSTDavey · June 2021

Hello @TS21 and thanks for posting on the Microcenter Community Forum. Sorry for the uncertainty.

Let see what the Tech that is doing the 24 hour stress test comes back with. The Tech is more close to understanding your issue there in store than other store staff.

This information is online, but the 5900x processor will run at 90C or higher and its by design at full load. With a AIO it can hit 85C to 90C at max. This is per AMD. If your idle temps were at 80C or higher, than there is definitely a cooling issue.

Again wait to see what the Tech comes back with.

If unhappy with the service in the store, we can have a Store Manager give you a call to discuss your concerns. We also have a Customer Relations department as well if like to file a store complaint.

TS21 · June 2021

Thank you for your prompt reply. Yes, let's wait for the stress test results, although 75C+ with light web browsing is a bit excessive (and 90C+ full load with an AIO is still high, especially since the previous AIO was keeping the CPU at 75C at fulI load). I will update this thread with relevant information. I hope I will not have to talk to the store manager (I would love to have my issue resolved and move on, as well as to keep supporting your business, since I am positively impressed with the original replacement speed) but it's good to know that this is an option. Again, thank you.

TSTDavey · June 2021

@TS21 no problem. Neither do we want the need for you to speak with the Store Manager as we want this resolved for you as well. But you are aware of your options. Please let us know in this post what the Tech comes back with. This forum is also monitored by our Powerspec Specialists, who build the Powerspec machines. I'm sure they'd be interested to hear what the Tech back with.

TS21 · June 2021

Update. The tech called me and mentioned that the unit did not complete the 24-hour stress test, because the motherboard & graphics card (3070) are now dead.

Timeline recap:

* I took the machine for repairs on Monday morning sine the AIO pump was noisy. Everything else in the machine was fine. The tech said the RAM didn't post and replaced it as well as the AIO. Repairs completed Monday night.

* I took the unit back for repairs on Tuesday morning because my CPU temps were high.

* On Wednesday, failing a 24-hour stress test which never completed, the motherboard and 3070 are now dead and also need replacing.

At this point, I have a 2.5 month old machine that has most of its major components fail within 3 days, during repairs/diagnostics. The only working components are the psu, cpu and nvme. I actually asked the tech to look at the psu since all these other components failing one after another is suspicious, but he said the psu is fine.

With so many major component failures, I'd feel more comfortable getting a new machine as a replacement. Is that possible? Somehow, having spend $2.4k for a machine that is potentially full of refurbished parts after 3 months does not seem ok.

JS_MC · June 2021

Hi @TS21

Sorry to hear about this! However, It's good to know that you're in contact with the technicians in the store. They will be able to give you the best answers and solutions to the questions you may have about a unit that is currently in the service department. It may be possible that they would be able to arrange for a new unit in this case, or perhaps that the parts used to replace the failed parts are new. I believe it would be at the service manager's discretion. In circumstances where the majority of the system has failed, typically a full replacement or gift card for the original purchase amount is offered.

Hope they are able to work this out for you. Again, sorry to hear that the system failed here!

TS21 · June 2021

Thank you for the reply! Who do I contact about getting a full replacement or a gift card? The technician is looking into just replacing the parts which is not ideal, as I mentioned before.

JS_MC · June 2021

I'd recommend politely communicating, the way you have with us here, to your tech in the store.

Just an FYI it's quite possible that we do not have stock of the G900 or some replacement parts due to the shortages at this time.

The technicians and manager will be able to best assist you here!

TSTDavey · June 2021

@TS21 WOW, sorry to hear about the Powerspec. Just to add, this needs to go to a Manager. We can forward a request for the Manager to follow up with you. We can copy your timeline in our request for the Manager to call you. Let us know if you'd like for us to proceed.

TS21 · June 2021

Update 2: The service department offered a full replacement since they could not find a replacement part for the CPU (I guess it was the CPU going bad after all...).

As such I got a new G900 today and it's working fine. I am very happy with the way the issue was resolved, even though there were some wrinkles.

Thank you for all your assistance here, and I would also like to extend my gratitude to the NJ store support staff & management.