Just as I feared. Crucial told me to take a walk and will NOT accept an RMA.
Shashank S (1/21/2022, 12:08:18 PM): Hello, you are chatting with Shashank, how can I help you?
Me (1/21/2022, 12:09:04 PM): I have a defective 16g Crucial RAM stick I need to RMA. Can’t figure out how to enter the required info
Shashank S (1/21/2022, 12:09:34 PM): Do not worry Nicholas, I will help you with the RMA details.
Me (1/21/2022, 12:09:46 PM): tks
Shashank S (1/21/2022, 12:09:57 PM): Could you please help me with the part number along with area zip code?
Me (1/21/2022, 12:10:26 PM): I’m looking at the chip, not sure what info to give you
Shashank S (1/21/2022, 12:10:41 PM): I need the part number starting with CT or BL.
Me (1/21/2022, 12:11:09 PM): CT16G45FRA32a
Me (1/21/2022, 12:11:33 PM): 11211
Me (1/21/2022, 12:12:14 PM): G4s
Shashank S (1/21/2022, 12:12:50 PM): Could you please confirm the part number once again?
Me (1/21/2022, 12:13:15 PM): ct16g4sfra32a
Shashank S (1/21/2022, 12:16:19 PM): Thank you.
Shashank S (1/21/2022, 12:16:46 PM): Could you please confirm the reason for returning the item for replacement?
Me (1/21/2022, 12:19:53 PM): Bought it with Framework laptop… I ran memtest and they did too. Got errors on this module
Shashank S (1/21/2022, 12:21:41 PM): As I understand, the RAM was preinstalled on laptop.
Is that correct?
Me (1/21/2022, 12:21:56 PM): Yes
Shashank S (1/21/2022, 12:22:45 PM): Nicholas, I would like to inform you that, the warranty replacement is not given for pre-installed items.
Me (1/21/2022, 12:24:03 PM): Let me rephrae. Framework sells you a laptop, It is configurable by you. The module in question was shipped along with the laptop, but installed by me as that is the design of this particular laptop. Framework says it is your module, they just resold it
Shashank S (1/21/2022, 12:26:01 PM): Yes, the module that is sold along with the laptop or a system doesn’t quality for warranty replacement from Crucial.
Shashank S (1/21/2022, 12:26:30 PM): However, we can try to help you with basic troubleshooting for an issue with the RAM.
Shashank S (1/21/2022, 12:27:49 PM): qualify***
Me (1/21/2022, 12:27:56 PM): That is not the information that Framework provides on how to get a replacement RAM when a module is defective. The Framework laptop is designed so that everything is replaceable, including the motherboard is that is an issue
Me (1/21/2022, 12:29:03 PM): I ran Windows 10 MemTest, and 2 other memory test software. Framework tested it at their end and said it was bad
Shashank S (1/21/2022, 12:29:48 PM): I see.
Me (1/21/2022, 12:35:19 PM): Warranty Replacement and RMA process for retail memory and storage
Me (1/21/2022, 12:37:59 PM): Empty Module 1: DDR4, 16384 MB, 64-bit, 3200 MHz Controller1-ChannelA-DIMM0 BANK 0 Crucial Technology CT16G4SFRA32A.M16FRS 0.000: Detecting usable memory (16167 MB theoretical max)â€¦ 15.969: 14784 MB Test starting on 8 CPUsâ€¦ 15.984: Allocating memoryâ€¦ 25.813: Starting loop 1 25.828: Stuck Address Testâ€¦ 30.516: Random Data Testâ€¦ 35.359: Move Data Testâ€¦ 37.063: Bitpattern Testâ€¦ 187.016: Starting loop 2 187.031: Stuck Address Testâ€¦ 192.219: Random Data Testâ€¦ 200.781: Move Data Testâ€¦ 202.719: Bitpattern Testâ€¦ 355.297: Starting loop 3 355.297: Stuck Address Testâ€¦ 359.844: Random Data Testâ€¦ 365.781: Move Data Testâ€¦ 367.484: Bitpattern Testâ€¦ 378.656: Error at 77C1FC0 397.688: Test finished with 1 errors
Me (1/21/2022, 12:38:42 PM): I ran that test multiple times and once for 20 iterations
Shashank S (1/21/2022, 12:39:24 PM): Okay, I have checked with our internal team, and as per them you should contact the store from where you bought the computer, as per Crucial standard replacement policy only direct purchased/sold items qualify for replacement.
Me (1/21/2022, 12:39:42 PM): I appreciate your help.
Shashank S (1/21/2022, 12:40:02 PM) Thank You