What's up with Cellshock support? no replies to emails, Help!

[Xcel]

I couple of months my trustworthy Cellshock 2x1GB PC 8000-c4 kit started to act up. The mobo posted fine at 1.8 while the sticks where new, but after I updated the bios on my P5B-DLX a couple of months ago the mobo simply would not post with the ram at 1.8v. No biggie for me I just went and got a cheap stick of ram to boot the mobo and change the voltage to 2.15. That was only the start of problems

First the comp started crashing, leaving a Zonealarm BSOD error. I replaced the firewall with Comodo and I was fine for a couple of more weeks but then I started noticing glitches in my uncompressed video files. I ran memtest for a couple of hours but apparently it wasn't long enough because later on one of the sticks died all of a sudden. It wouldn't even post at 2.25v cas 5-5-5-15 533MHz.

Now to the point of this thread!
The support from Cellshock was fine in the beginning as long as I only had questions regarding troubleshooting and speculation whether the ram was faulty or not. I could get a reply within hours after sending the email. But as soon as I declare the ram dead and request an RMA the replies stop coming. It has officially been 1 month since I last heard from them. I forwarded the mail 2 weeks ago again to make sure it was delivered. Is it regular company policy to have the customer wait 1month+ to even get started with the RMA process? Maybe I should move up in the company hierarchy to ask the boss. Unfortunately I have no idea who to contact.

This is very disappointing support for a product that cost me 400€ 13 months ago.

We want our customers to be happy and have running systems, so just let me know if you get tired of testing what the problem is

yea right...

[BenchZowner]

You can start by sending Saaya a PM, he can hook you up with somebody to assist you in this situation.

[gkirilov]

What timings and FSB do you have at 1.8V?

I also have similar problems with the same memory and the P5K dlx. The problems started after i updated the 0404 to 0705 BIOS. The PC won't boot up (NO BIOS) - I have to use a cheap memory to return from 500 to 333.

[SeLecT]

Saaya was in Las Vegas and he has his holiday over Christmas. Maybe you don't get an answer of this reasons.

But he is now (or tommorow) back in germany.

I would say, the support of cellshock is one of the best!

[Jaco]

same story here. I've been waiting a month now for a reply from Cellshock.

[Achill3uS]

Saaya was in Las Vegas and he has his holiday over Christmas. Maybe you don't get an answer of this reasons.

But he is now (or tommorow) back in germany.

I would say, the support of cellshock is one of the best!

+1
same opinion
i'm sure he will come and reply to the rma problems asap

[AlphaHeX]

I couple of months my trustworthy Cellshock 2x1GB PC 8000-c4 kit started to act up. The mobo posted fine at 1.8 while the sticks where new, but after I updated the bios on my P5B-DLX a couple of months ago the mobo simply would not post with the ram at 1.8v. No biggie for me I just went and got a cheap stick of ram to boot the mobo and change the voltage to 2.15. That was only the start of problems

First the comp started crashing, leaving a Zonealarm BSOD error. I replaced the firewall with Comodo and I was fine for a couple of more weeks but then I started noticing glitches in my uncompressed video files. I ran memtest for a couple of hours but apparently it wasn't long enough because later on one of the sticks died all of a sudden. It wouldn't even post at 2.25v cas 5-5-5-15 533MHz.

Now to the point of this thread!
The support from Cellshock was fine in the beginning as long as I only had questions regarding troubleshooting and speculation whether the ram was faulty or not. I could get a reply within hours after sending the email. But as soon as I declare the ram dead and request an RMA the replies stop coming. It has officially been 1 month since I last heard from them. I forwarded the mail 2 weeks ago again to make sure it was delivered. Is it regular company policy to have the customer wait 1month+ to even get started with the RMA process? Maybe I should move up in the company hierarchy to ask the boss. Unfortunately I have no idea who to contact.

This is very disappointing support for a product that cost me 400€ 13 months ago.



yea right...

Please remember that new BIOS which you've applied could cause the problem with the memory. Last week I've flashed new BIOS on my mobo DFI LP UT 680i LT and my memory was not longer stable, even was giving me errors in memtest Flashed back to the old BIOS and suprise everything is working fine again

[The0men]

Please remember that new BIOS which you've applied could cause the problem with the memory. Last week I've flashed new BIOS on my mobo DFI LP UT 680i LT and my memory was not longer stable, even was giving me errors in memtest Flashed back to the old BIOS and suprise everything is working fine again

This is a common occurance on most 680i boards, when you find a BIOS that works, don't change it, Iv'e tried loads of them.

But this is a valid point. Can you change your BIOS back so that you can know if it is BIOS or RAM? Might save you lots of hassle if its just a bios problem.

[gkirilov]

If the bios is 0705 it can not be reverted. Asus

[Xcel]

Just to clarify the memory did work for a while after the bios flash. I just had to boot with a stick of cheap mem and increase the voltage to 2.15. It was later on when one of the sticks died, the computer refused to post at any cas settings with the broken stick. The other one was fine as long as I didn't try to boot at 1.8v.

What timings and FSB do you have at 1.8V?

I also have similar problems with the same memory and the P5K dlx. The problems started after i updated the 0404 to 0705 BIOS. The PC won't boot up (NO BIOS) - I have to use a cheap memory to return from 500 to 333.

I tried 266FSB (533) with the highest available timings. I also tried the normal 4-4-4-12
By the way it is bios 12.xx something.

Saaya was in Las Vegas and he has his holiday over Christmas. Maybe you don't get an answer of this reasons.

But he is now (or tommorow) back in germany.

I would say, the support of cellshock is one of the best!

Sadly I can't agree, 1month + without a response is unacceptable in my book. It seems I'm not the only one having problems, Jaco hasn't got any reply either. If he is going to be away for a long time period maybe somone else could take care of his work while he is away, no?

Please remember that new BIOS which you've applied could cause the problem with the memory. Last week I've flashed new BIOS on my mobo DFI LP UT 680i LT and my memory was not longer stable, even was giving me errors in memtest Flashed back to the old BIOS and suprise everything is working fine again

It wasn't until several weeks after the bios update one of the sticks eventually failed.
Excuse me if my story was a bit vague but the point is I gradually started noticing problems resembling memory issues even before the bios flash.

Going to try and send a pm to Saaya, he has posted on this forum several times within the last month

[BenchZowner]

Sadly I can't agree, 1month + without a response is unacceptable in my book. It seems I'm not the only one having problems, Jaco hasn't got any reply either. If he is going to be away for a long time period maybe somone else could take care of his work while he is away, no?

Well, you should've PMed Saaya already like I told you.
He's not responsible for the RMA ( and neither is one person dealing with all the RMAs of course ) but he could've passed your info for processing at ease.

[jinu117]

PMing Saaya would be right way to go for such problem if you have problem with service rep. Only thing is, I get the feeling he won't be able to check into pm for another few days (he should be in plane right now) but I am sure he will get back to you.

[kiwi]

The problem you describe is common and you will most likely need to RMA your sticks. And sad to say but I agree with not so good cellshock support lately.

If the bios is 0705 it can not be reverted. Asus

You can but you need an an older awdflash version.

[Xcel]

Well, you should've PMed Saaya already like I told you.
He's not responsible for the RMA ( and neither is one person dealing with all the RMAs of course ) but he could've passed your info for processing at ease.

Thanks, I did when I read your message

[saaya]

hey guys,

well the problem was holidays+ces really... so its more like 2 weeks without replies than 4. with me beeing at CES and my colleague being sick there was nobody to reply to the emails. Im really sorry about the delay, i just arrived back in germany from a 30+ hour trip without much sleep
but ill go ahead and start replying to some emails already.

[Xcel]

Nice, I was wondering why no one else was taking care of business with you away Saaya.
I hope your collegue gets well soon.

[KiD0M4N]

hey guys,

well the problem was holidays+ces really... so its more like 2 weeks without replies than 4. with me beeing at CES and my colleague being sick there was nobody to reply to the emails. Im really sorry about the delay, i just arrived back in germany from a 30+ hour trip without much sleep
but ill go ahead and start replying to some emails already.

Hey saaya,

If you don't mid me asking, Cell Shock has how many employees?

Regards,
Karan

[Stocky]

Just so that this thread isn't one sided I'd like to put my experience with CellShock and my RMA procedure.

I had a faulty set of 2GB (2x1024MB) PC2-8000 CL4 set of memory, I went onto their website and began the process for RMA. Within two weeks I had a brand new set of retail boxed sticks (came with little badge and instructions) sitting at my door direct from Germany. A great service for me

However, I am sorry to hear that you're having problems

[RADCOM]

I have RMA'ed two sets and their service has aleays been impeccable. I've had another set go wrong ( damn this striker exrtreme and 4 X 1GB) so I emailed the guys and got this prompt reply: Bear with them they'll be back to full strength soon.
We have an unexpected situation of manpower issue in RMA departement due to holiday season and sickness.

We can only ask for your understanding that answers to RMA requests are delayed until next week.

My collegue will get in contact with you after his return.

Thanks !

Mit freundlichen Grüßen / Best regards

[gkirilov]

I have the P5kDeluxe with 0705 BIOS and Cellshock PC8000 CL4. Just run a memtest 1.7 and after 5 sec. I got an error. And in one minute I got like 15 of them, all at the same address. I didn't wait until the test is finished. The memory is running @ 333MHz (1:1 with C2D 6850) 5-5-5-15 2T. I tried voltages between 2.1 and 2.3V and the error is still coming.
The problem is that i don't know if the memory is defect or it is the BIOS's fault and there is no way to revert to an older version (except the beta 0703). What is your opinion? Should I just RMA the memory or wait for ASUS to come up with new BIOS.

[saaya]

Hey saaya,

If you don't mid me asking, Cell Shock has how many employees?

Regards,
Karan

hmmm hard to tell really since we share a lot of workforce with our mothercompany MSC. we use their engineers, production site, pcb layout engineers, they even have a really neat logistics centre and a huge warehouse we use as well... when it comes to tech support there is only me and my colleague, in case thats why you asked

Just so that this thread isn't one sided I'd like to put my experience with CellShock and my RMA procedure.

I had a faulty set of 2GB (2x1024MB) PC2-8000 CL4 set of memory, I went onto their website and began the process for RMA. Within two weeks I had a brand new set of retail boxed sticks (came with little badge and instructions) sitting at my door direct from Germany. A great service for me

However, I am sorry to hear that you're having problems

two weeks? usually rmas are faster than that, are you from outside of europe or maybe you were just unlucky customs has been a pita every now and then delaying rmas.

I have the P5kDeluxe with 0705 BIOS and Cellshock PC8000 CL4. Just run a memtest 1.7 and after 5 sec. I got an error. And in one minute I got like 15 of them, all at the same address. I didn't wait until the test is finished. The memory is running @ 333MHz (1:1 with C2D 6850) 5-5-5-15 2T. I tried voltages between 2.1 and 2.3V and the error is still coming.
The problem is that i don't know if the memory is defect or it is the BIOS's fault and there is no way to revert to an older version (except the beta 0703). What is your opinion? Should I just RMA the memory or wait for ASUS to come up with new BIOS.

can you email me the details to skro@msc-ge.com?
thanks

Oh fyi, i just finished replying to all outstanding emails. most were only a week old.
sux tho, usually we reply within hours if not minutes
at least as long as our office is open... ^^

[Stocky]

two weeks? usually rmas are faster than that, are you from outside of europe or maybe you were just unlucky customs has been a pita every now and then delaying rmas.

Yes, although it would have been faster; but I took a few days to send the sticks off after the RMA details were provided to me - so it was pretty quick when you take all that into account!

[Xcel]

I got a nice surprise today when the DHL guy knocked on my door, and wouldn't you know I got pair of brand new sticks!
I don't know what to do with them yet, my old cpu is very poor. I need an E8400

Thanks Cellshock!

[GrimReaper]

Sorry to bring this up again.
I too am stuck in the same boat. I have emailed cellshock support a week back and got no reply from them.
One of my sticks went kaput and needs an RMA.

Could someone help me with this? Saya can I email you ?

[zanzabar]

cell shock has been out of biz for a few years now