Warranty Service: EPYC™ Server CPUs Purchased New in Box

​​​Step 1 – Determine if Your Product Is Really Defective

Take a moment to review the suggestions below to be certain the processor is indeed defective. Often, the cause of the problem is not the processor itself.

  1. Visit the platform/motherboard manufacturer's website and check that the processor is fully supported by the platform/motherboard. New processors may require a motherboard BIOS or platform BMC update to correctly recognize a new processor.
    http://www.amd.com/en/where-to-buy/epyc-platforms
    http://www.amd.com/en/where-to-buy/epyc-processors
  2. Follow platform/motherboard manufacturer’s trouble shooting recommendations. These could include following steps and more

If possible, you can try testing the processor in another compatible system to verify that the processor is faulty.

 

​Step 2 – Determine What is Not Covered by Warranty

  1. Try to determine if your processor defect is covered by warranty (see examples below). AMD is not liable under warranty if, through testing and examination, it is AMD’s reasonable opinion that the alleged defect or malfunction of the CPU has been caused by misuse, neglect, improper installation or testing.
  2. Remove the processor from the other components before you return it. Warranty service requires that only the processor be returned. Do not return the heat-sink and fan that was packaged with your processor. Upon receipt of the processor, AMD will inspect for mechanical damage and test it.

    Check AMD Processor and heat sink uninstall instructions

    Common examples not covered by warranty:

​Chips and Cracks

 

​Motherboard Sock​et Pin Damage and/or Damaged Processor Pad​

 

​Burnt and/or Heated Damaged Processors

 

     

    ​Step 3 – Provide Required Product Information

    You should include the following product information in your warranty service request:

    • Processor’s Model Number
    • Processor’s Serial Number

    The Processor’s Model Number and Serial Number can be found on the box, on the processor’s surface and in the instruction book.

     


    Model Number. Also known as the OPN.
    Serial Number

     

    For more information, watch this video on how to complete the AMD online warranty claim form:

     

    An email will be sent to you with further instructions on how to proceed with sending in your defective processor. Be certain to send only the processor. The heat-sink and all other original packaging is not required.

Footnotes