Brand new Ryzen CPU has blue substance on sides - should I use it?

[EvilClivE]

Hey,

Just taken a brand new AMD Ryzen 1600 chip out of it's retail packaging and it has this weird blue substance on it:

http://downdown.uphero.com/AMD/1.jpg
http://downdown.uphero.com/AMD/2.jpg
http://downdown.uphero.com/AMD/3.jpg
http://downdown.uphero.com/AMD/4.jpg
http://downdown.uphero.com/AMD/5.jpg

I bought the chip from a well known, reputable UK online retailer (Overclockers)

Should I still install it? Or should I box it back up and return it?!

Anyone experienced something similar before?

Thanks,

Clive

 

[EvilClivE]

UPDATE: So after a bit of authenticity verification research, I now believe that I may have received a fake chip. :mad7:

I'm shocked, disappointed, angry and annoyed. This isn't from a 'marketplace' vendor, this is a well established retail site, it makes me wonder how it happened...

 

[EvilClivE]

Here's the info, in case it's helpful to others:

How to Determine the Authenticity of an AMD Boxed Processor?

I'm missing the huge white label!

In its place is this handy reminder about static:
http://downdown.uphero.com/AMD/box.jpg

You can clearly see the outline of what looks like the remnants of a previous sticker:
http://downdown.uphero.com/AMD/label.jpg

Some random scratches next to the other label, these are definitely not casual - plus more sticky residue:
http://downdown.uphero.com/AMD/scratches.jpg

Even though I thought it was odd that I couldn't find a serial number to write on the warranty, if it hadn't been for the poor quality finish of the chip, I could have easily been tempted to continue the installation, with the excitement of a new-build clouding my judgement.

I must say that it hasn't been confirmed a fake yet officially - It's Sunday so I can't start RMA until tomorrow.

Regardless, it's a reminder to ALWAYS check authenticity on products like this, even from a trusted retailer.

Stay suspicious,
Clive

 

[Tekno Venus]

I'd be very surprised if Overclockers UK were selling fakes - Overclocks are a very well reputed site...

It looks like an overflow of the thermal compound used to attach the head spreader to the CPU die itself.

Have you contacted Overclockers?

 

[Tekno Venus]

Just seen your second post...

Very interesting. Looks like it could be a refurb or a returned CPU they've just resealed.

In this case it seems very odd - definitely get hold over Overclockers.

I've always bought my computer bits from Amazon or Scan here in the UK, occasionally eBuyer. I've always found Overclockers to be very expensive.

 

[EvilClivE]

I chose the company for their reputation - though personally this is my first purchase from them.

(It is not my intention to in any way negatively affect the reputation/reliability of the retailer BTW)

I'll contact them tomorrow and follow their returns process - I'm really interested to hear their thoughts on the situation, particularly regarding the missing label/serial. Real or not - I'd rather have a nice, neat chip with no cosmetic defects

If I'm proved wrong, I'll be straight back on here to acknowledge so.

 

[Digerati]

What is the exact url for the site you ordered this from? I ask because there are sites pretending to be the legit Overclockers UK but are not.

Overclockers-uk.co.uk is an example of one that "was" used but has since been shutdown.

Check your purchase order too and make sure it does not say "open box" or something similar. Did you tear or cut through that ESD label or was it cut when you got it?

At the very least, this looks like a "used" processor - perhaps one where the previous own "delidded" the processor - a technique used by some enthusiasts to increase cooling efficiency when doing extreme overclocking. This clearly voids the warranty. And to that, since it seems clear that processor was "tampered" with, even if not a fake CPU, I don't see AMD honoring any warranty so I don't see them issuing a RMA. You can only hope the retailer you purchased it from will. If not, you might contact your credit card's issuing bank and see if they can help.

Was the price "too good to be true"?

If I'm proved wrong, I'll be straight back on here to acknowledge so.

There's no denying you did not received a "new" processor.

 

[EvilClivE]

What is the exact url for the site you ordered this from? I ask because there are sites pretending to be the legit Overclockers UK but are not.

▷ AMD Ryzen 5 Six Core 1600 3.60GHz (Socket AM4) Processor - R… | OcUK

I must admit reading this gave me a sudden panic as I started to consider the possibility that maybe I simply hadn't spotted a (frankly superb) fake OCUK, clone site!
Made me check the header of the invoice email rather quickly...

Check your purchase order too and make sure it does not say "open box" or something similar. Did you tear or cut through that ESD label or was it cut when you got it?

My invoice states it as "retail" (the price reflects this - ie full price) I cut the yellow label myself.

I don't see AMD honoring any warranty so I don't see them issuing a RMA. You can only hope the retailer you purchased it from will.

Yeah, my RMA will be with the retailer not manufacturer.

If not, you might contact your credit card's issuing bank and see if they can help.

I used the Amazon Payments option, which has a similar buyer protection program - my plan B option.

Thanks for the raising these questions though - all very valid points and I'm glad to have them clear in my mind before trying to resolve the matter.

Clive
(I'm still keep re-reading the URL/domains over and over to check if i've missed something!)

 

[Digerati]

Well, that certainly does seem to be the legitimate site and the price does indeed reflect full price. Too bad their customer support is closed today.

Keep us posted.

 

[satrow]

Overclockers do a line of speed binned Intel CPUs, perhaps this CPU was part of their internal testing for 'cherry' Ryzen chips?

Ordinarily, I would expect them to use non-cherry parts in their complete builds, not to allow them to slip back into the retail bins. If it was deliberate on their part (inexcusable) I would have expected a much more careful cleanup to have been done.

 

[Digerati]

Except as you noted, those are Intels and he has a AMD. I tried changing the url to amd, but got a 404 error, page not found. And they should not be marketed as new and retail at that point. Still, it could have been mislabeled and got away from them.

 

[EvilClivE]

UPDATE (well, sort of)

RMAs need to be requested in writing (via the forums) so I did this last night with all the details and photos.

This morning I received the following response:

This reply fell somewhat short of my expectations of "exemplary aftercare services" from a company "dedicated to delivering the absolute best experience for the customer".

As promised I telephoned them, asking what could have happened:

"It must be a warehouse/packing error - it's unfortunate that it's been sent out to you"

I asked if they sell refurbished (Ryzen) chips as a separate product/option and was told that they do not. They offered no explanation as to why/how a used chip was reboxed and stored as new stock.

As someone who has worked in both Customer Service and Tech support, I find the complete lack of even the slightest apology/remorse astounding.

I now retract my earlier statement regarding my concern of the negative impact on the company.

(Full disclosure: return shipping is free, sent as pre-paid postage PDF - though I have to take this to a designated DPD courier pickup location)

 

[Digerati]

They offered no explanation as to why/how a used chip was reboxed and stored as new stock.

As someone who has worked in both Customer Service and Tech support, I find the complete lack of even the slightest apology/remorse astounding.

While I agree an apology was in order, I note you probably were not talking to someone trained in customer service or public relations, but rather a "Tier 1" tech support person trained to follow checklist for all problems, with little to no empowerment to deviate from that checklist. And no doubt, you through him a curve. At least it appears they believed you and didn't try to claim it was all your fault.

So because this likely is a very unique issue, I would hold judgement on Overclockers - for now - to see how they resolve your problem.

Free return shipping is certainly a good start. And while you have to take it to the pickup location, that protects them and you as there will be proof of delivery and tracking.