Over the course of our time with the board, we placed telephone calls and emails to Iwill’s technical support division. Iwill offers a toll-free phone line, so our calls were not at our expense.
For our telephone call, we installed the motherboard into a case, and attached one of the screws improperly, such that it grounded one or more of the traces, causing the board not to even post. We called, and told the technician that we had just installed the board, and that it would not power-on.
The technician first had us check the obvious – was our memory installed? Were the CPUs installed correctly? Failing that, he had us remove all expansion cards from the system, save the video card, so ensure they weren’t seated incorrectly and causing a problem. He then speculated that the processor(s) or memory could be faulty, to which we responded that both had been checked, and were definitely working. Out of options, the technician offered to RMA our board.
In the end, the technician wasn’t able to resolve our problem, although we feel his performance was still quite good. It was, after all, a tricky problem, and certainly, sending the board back and a new board re-installed, would likely have solved the problem, albeit not in the quickest manner. He was, at all times, polite and courteous, and our hold times were minimal.
Response to our email queries were even more impressive. We emailed Iwill's tech support with a simple question on an afternoon, and had a reply no less than two hours later.
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