GIGABYTE has officially announced that it is offering an RMA replacement service for users that have purchased one of its key mini-ITX models for Intel's 12th Gen Core series processors, the Z690I Aorus Ultra. With reports of numerous users experiencing compatibility and crashing issues when using PCIe 4.0 graphics cards on the board's single full-length slot, GIGABYTE has opened up a special returns program for specific customers to offer a replacement board with the particular PCIe Gen 4 issue fixed.

On its website, GIGABYTE announced publically that it had investigated reports of customers experiencing issues with the Z690I Aorus Ultra and concluded that the PCIe 4.0 slot isn't working as intended. Users' fundamental problems when using the GIGABYTE Z690I Aorus Ultra came through a WHEA PCIe error, WHEA being short for Windows Hardware Error Architecture, which is designed to report errors when a system is experiencing instability. 


The front page of the GIGABYTE Z690I Aorus Ultra Customer Exchange/Refund Request Form

The 'special' program applies to all of its customers who purchased the Z690I Aorus Ultra, including the DDR5 and DDR4 variants, from non-third-party retailers such as Micro Center. GIGABYTE says the program will run until November 30th, 2022, with customers being able to opt for either request a replacement board or a refund. Of course, some terms and conditions are attached to this, with users requiring a valid serial number and a purchase receipt to show that they purchased this from a qualifying retailer or online store. 

For users who do not (or cannot) swap, GIGABYTE has also offered a workaround for the WHEA PCIe error, albeit a suboptimal one. The fix consists of going into the BIOS by pressing either F2 or the Del key during post and forcing the PCIe slot to operate at Gen 3 speeds rather than the defaulted Gen 4 speeds. 

The link to the replacement/refund RMA service is here: https://member.aorus.com/z690i-aorus-ultra-exchange-refund

Source: GIGABYTE

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  • meacupla - Monday, May 16, 2022 - link

    Well, at least this mobo doesn't catch fire, unlike 2021 products. Reply
  • nfriedly - Monday, May 16, 2022 - link

    Why are the requiring a receipt and limiting it to certain retailers? Shouldn't the fact that you poses a defective motherboard that they built be sufficient to qualify you for the replacement? Reply
  • EnFission - Monday, May 16, 2022 - link

    With the exception of policies like XFX's old double lifetime warranty program, RMAs have pretty much always been limited to the original purchaser. Reply
  • BedfordTim - Tuesday, May 17, 2022 - link

    One way or another you are covered, at least if you live in Europe.
    If it was sold as part of a PC then the retailer is liable not just for the motherboard but for the labour in replacing it. Gigabyte should then be reimbursing the retailer.
    Reply
  • sonny73n - Monday, May 16, 2022 - link

    Most available GPUs on Newegg are Gigabyte's while demand is still high. Go figure. Reply
  • deepblue08 - Wednesday, May 18, 2022 - link

    This is pretty terrible, I have this board and was hoping for a BIOS fix. Unfortunately, looks like it's a hardware issue. Now, I have to dig up the receipt somewhere. Reply

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