Antec NEOHE Response from Antec

[[Spectre]]

The Antec rep has posted this in the old NEOHE thread.

http://www.hardforum.com/showpost.php?p=1029178793&postcount=277

This summary’s objective is to clear up any confusion pertaining to Antec’s NeoHE power supply series compatibility issues that have come up, as well as some other points.
Customer satisfaction is an extremely high priority for us, and we are fully prepared to help our customers in any way that we can. Our customer support technicians are standing by, and are happy to help anyone who may be experiencing difficulties with an Antec PSU. The NeoHE comes with a full three year warranty and in the event that a customer is faced with a non working product within these three years, we will be happy to replace it.


Asus motherboard issue
Initially Antec and Asus received reports of issues between NeoHE and two Asus motherboard families including the A8N motherboards. After testing done at both Antec and Asus’s facilities both companies were able to reproduce the problem. Asus let us know that they believed customers may have to upgrade their motherboard to version 1.02 (through Asus) and also to make sure they used the latest BIOS to solve the problem. Further testing by both companies seemed to confirm this.

However once this fix became known to the public both companies received reports from end users that even with version 1.02 motherboards and the latest BIOS they were still experiencing random shutdowns. Once again testing was done at both companies, and from that testing it was concluded:
Old BIOS original NeoHE incompatible for 80% of users
BIOS 1009+1.02 mb original NeoHE incompatible for 20% of users
BIOS 1009+1.02 mb modified NeoHe no problem

At this time (end of November 2005) we air shipped modified NeoHe’s to both our Fremont and Rotterdam offices to be made available to customers who fell into that 20%. In addition, all NeoHE’s that were being shipped out in December included this fix. NeoHE’s with this fix include A3 or higher in the serial number bar code area.

NeoHE Warranty Sticker
As has been noted original NeoHE’s warranty sticker suffered from two problems. Notably the material used was too weak to survive shipping and would often tear. Secondly the position of the warranty sticker was not as specified by Antec for our power supplies. Recent shipments of NeoHE’s have rectified these issues.

A broken warranty sticker does not necessarily invalidate the warranty: as long as the power supply exhibits no other evidence of tampering, as long as the sticker is the first production one in the original location, and as long as the special circumstances warranty procedure (described below) is followed, Antec will honor the warranty for affected Neo HE power supplies.

Customers who encounter this issue must take the following steps:
1. Contact Antec Customer Support by email at customersupport@antec.com or Europe.customersupport@antec.com to report this issue, the sooner the better. Include the model and unit serial number in the report.
2. Antec Customer Support will respond with an email listing that specific power supply by serial number and confirming that, barring other external or internal signs of tampering, Antec will honor the warranty for that reported unit.
3. It is the responsibility of the customer to keep the email from Antec Customer Support. Should an RMA ever be required, the customer will need to produce said email along with other warranty paperwork such as the purchase receipt, RMA form, etc. This is an additional special circumstances requirement for these cases, and no exceptions will be made.

Thank you Antecrep.