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Intel Motherboards > 
ASRock > 
Item#: N82E16813157294

Pros:

Great build quality, amazing price for the specs, and ran rock solid for an entire year. Excellent UEFI interface, loads of overclocking features(not that I used them, but they're there), and has dual SATAIII controllers (1 Intel, 1 ASMedia) MOSFET heatsinks are very solid and perform very well.

Cons:

After owning the board for about 1 year and everything going swimmingly, I decided to update the BIOS so that I could take advantage of the UEFI RAID capability added in v1.60. I performed the Windows-based version of the update as opposed to Instant Flash. While the update was running(from a fresh install of Windows 7 x64, by the way), the system gave a BSOD, citing error code 0xdeaddead (which was extremely odd in itself..) After powering down, the system refused to ever come back. The system powered up, but that's about it.. No POST, no boot, no response from the system whatsoever. Clearly, a botched BIOS update had bricked my computer. My drives, RAM, and power supply all check out in other systems and I tried the obvious things like clearing the CMOS, so it's not like a failed component caused this crash. A botched BIOS update caused this crash, and ASRock boards have *zero* means of recovering from a bad flash. (No emergency-update mode, no dual BIOS like some Gigabyte boards, etc..)

I contacted ASRock support by phone to see about getting this resolved as quickly as possible, seeing as how a botched BIOS update was really outside of anything I could have controlled. Their support line would not help me whatsoever. One technician claimed that this was "user-induced damage" and would not be covered by warranty. NO. That is incorrect. This is far from the same category of damage as something like bent pins, something physically broken, careless overclocking, etc. They wanted to put the blame on me, and kept saying "We do not recommend updating the BIOS unless you have problems that need to be fixed by an update". I believe I should feel comfortable updating the BIOS to add features that I deem necessary and beneficial to my setup, which was UEFI RAID in this scenario.

After talking to a few customer service reps and even being escalated to a supervisor, they finally agreed to replace the board, but offered no advance replacement. I would have to ship them the board, and only *after* they receive and process it, would then send a new one back. My time is money, I CANNOT be down for over 1-2 weeks. In the end, I had to be out-of-pocket and but a replacement mobo from a brick and mortar store. I'm not up and running thanks to that and Acronis Universal Restore, but not I'll have to RMA this dead board, get the new one, and try to sell it and maybe break even if I'm lucky.

Other Thoughts:

The boards are great, but if you expect even the slightest shred of reasonable customer service, then forget it and steer clear of ASRock. I expect that an ASRock support rep will probably pop in here to this review and offer some by-the-book apology and "please contact us at our support email"... As if doing that wouldn't make me experience the above all over again. :/ Pitiful, pitiful support.

Manufacturer Response:

Dear ASRock Customer

We sincerely apologize for any inconvenience this may have caused you.
For the BIOS update, BIOS download page has stated as below and link at " http://www.asrock.com/mb/Intel/Z77%20Extreme4-M/?cat=Download&os=BIOS "

" Please read the information below before downloading or updating your BIOS
We don’t recommend users to update the BIOS if their system is already running normally. ASRock® assumes no responsibility for any damages caused by improper operations of downloading or updating the BIOS. Before you download or update the BIOS, please read " (How to Update)" below carefully. "

For the replacement, please refer to RMA policy at "http://www.ASRock.com/support/index.asp?cat=Policy".
As always, we appreciate your purchase and constructive reviews are welcome.

Thank you

ASRock SUPPORT
Tech Support Email: user@ASRockamerica.com

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  • Andrew C.
  • Verified Owner
  • Owned For: more than 1 year


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Item#: N82E16813157294
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