TERASIC board warranty issues, beware

We are sorry that this RMA case needs to come to this point. As there seems to be a lot of misunderstanding towards our company policy and our RMA flow.

As stated very clearly on our website, our warranty only covers the natural defective product. Which, we never change our statement when we receive RMA.

And, we are not able to work like those big whole sale companies that makes double or triple profit and can easily allow any return if the customer is not happy about the purchased items.

Our margin simply can't allow or afford such policy.

FYI, our pricing is always set at the promotional scale. This is to consider that a lot of academic users are using our DE product for learning or research propose who might have budget limitation.

This is why, we have to be careful when handling our RMA case. However, we've never tried to play any tricks and cheat our way out from any RMA case.

This RMA case is quite special, as we've never received such compliant before after shipping out so many around the world.

When we received the RMA board, during the first open-short testing, we've gotten the result that VCC1P1 and VCC2P5 [VCCA_FPLL] IO pins are already NG and the FPGA is damaged.

This is why we've asked if this DE1-SoC was connected with other board or card. From our past RMA experiences, such damage are closely related to connection problem to another card or board.

To us, it is quite hard to accept if the board was just being turned on and off and then damaged.

It is understandable how RMA could be a tiring process, and not fun when discussing about the possible root cause of the problem. We really don't want to offend any of our board users.

This is why we are willing to make the exception this time as stated in today's reply to Mr. Kuchinn.

We didn't have to make this public statement, as we try to treat everyone with equal treatment. And, we certainly hope by making the above statements, all the misunderstanding can be cleared.

We also hope we can resolve this issue peacefully and quickly, so that Mr. Kuchinn could continue on with his work.

Thank you everyone for your support. We really appreciate it.

Terasic Inc.