PC recently arrived but will not turn on (advice on next actions please)

Hello,
After waiting over a month for my order, I finally received my custom PC yesterday. It's a £2700+ system with platinum care and accidental damage insurance etc...
I was disappointed to find the PC would not turn on from the get-go. Upon examining the power was working as the LED's of the motherboard (TUF gaming X-570) was on (however only half).

Upon testing, it appears all the components were working, wired correctly (I will need to give some credit to the nice cable management job) EXCEPT the motherboard. So it appears something on the motherboard is not working. I showed this to a computer hardware specialist and confirmed the motherboard is broken and cannot be fixed (as well as confirming nothing else is broken or under spec).

It's very disappointing for me, as I expected it to be working straight away (especially as it had been "tested"). So I would like advice or some insight for what to do next, for example will I have to send the whole system back (and pay for the postage)? Or will they just send me the part and I will have to attempt to fix it myself/ pay again with my own money for someone to fix it for me (although I've paid for the best care and insurance options available)?

I apologise for the long read, I felt context was necessary.

PS- My one main concern before the product arrived was that the testing took roughly half a day although PC Specialist specifies testing should take 48 hours.
I'm unsure if this is the correct thread, so I am sorry if that is the case.
 
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ubuysa

The BSOD Doctor
It will definitely have been working when it left PCS. Occasionally things come loose in transit, so it's worth popping all cards out and back in and checking connectors to the motherboard.

We had a loose motherboard connector on another build yesterday I think?
 
Ok thank you for the advice. To confirm all connections/ wiring have been checked and are correct and fitted properly, including power supply. With regards to the RMA, what is the total expected timeframe typically?
 
D

Deleted member 17413

Guest
You need to phone them tomorrow soon as they open.
When you say you took it to a specialist... be careful of your warranty. If you take it to someone else when there is a problem, i think the warranty can be voided. So dont take it into any repair places but PCS.
Saying youve had someone look at it could be interpretted as that, rather than having a mate who really knows their stuff just looking inside to check connections n things...
 
D

Deleted member 17413

Guest
RMA's are a couple of weeks in my experience. No idea what they are like atm though with the workload they have.
Depends on the fault too....if its easy to identify it isnt going to take as long.
You will need to phone them
 

ubuysa

The BSOD Doctor
You need to phone them tomorrow soon as they open.
When you say you took it to a specialist... be careful of your warranty. If you take it to someone else when there is a problem, i think the warranty can be voided. So dont take it into any repair places but PCS.
Saying youve had someone look at it could be interpretted as that, rather than having a mate who really knows their stuff just looking inside to check connections n things...
Very wise advice. The Ts&Cs specifically prohibit having a third party work on it.

I suspect that just looking at it and pronouncing it dead would be OK.
 
Thank you again for the feedback everyone. To confirm, there was no external tampering just an extra pair of eyes (with a torch). I hope that is acceptable.
 
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