Intel responds to stability problems: Warranty for 13th and 14th generation CPUs extended by two years

Intel recently announced that it is extending the warranty on its 13th and 14th generation processors, also known as “Raptor Lake”, by two years. This decision follows persistent reports of stability issues that have persisted despite multiple attempts by the company to address the problem through BIOS updates and microcode fixes. This unexpected action underscores Intel’s efforts to regain the trust of its customers and ensure their satisfaction.

The affected processors, which were sold in boxed versions, now have an extended warranty period totaling five years. Originally, the warranty period was three years, but the extension of two additional years offers users additional security. This measure is intended to give customers enough time to identify potential problems with their processors and, if necessary, to make a claim under the warranty. The stability issues with Intel’s Raptor Lake processors are not new and date back to 2022. The first reports of so-called “Out of Video Memory” errors appeared a few months after the market launch of the 13th generation CPUs and RTX 40 GPUs. Over the course of 2023, complaints increased, especially from gamers reporting crashes and performance issues in AAA titles such as Callisto Protocol and Hogwarts Legacy. These problems mainly affected games based on the Unreal Engine and were caused by the shader compilation process at the beginning of the game.

In February 2024, a post by Sebastian Castellanos brought the issue to the forefront of public awareness. This article triggered a wave of media reports that highlighted the extent of the problem. It quickly became clear that these stability problems were not limited to individual cases, but affected a broad user base. In April 2024, NVIDIA confirmed that the problems were not related to their graphics cards, but to Intel processors. This statement prompted Intel to launch a comprehensive investigation. The company recommended that motherboard manufacturers use the default settings in the BIOS to at least partially mitigate the problem. In June 2024, Intel discovered a bug in the eTVB microcode, but it was not identified as the cause of the stability issues. Further BIOS updates were subsequently released, but the problems persisted, further undermining user confidence. In July 2024, prominent tech YouTubers such as Wendell from Level1Techs and Steve Burke from GamersNexus brought the issue back into focus. They discussed possible causes such as oxidation problems in certain batches of CPUs. These discussions increased the pressure on Intel to find a permanent solution to the problems.

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In an official statement, Intel stated that the stability problems were due to increased operating voltages. A new microcode fix is to be released in mid-August 2024 to finally resolve the problem. However, the company also admitted that there is no solution for processors already damaged by oxidation.

The decision to extend the warranty is a step to restore customer confidence and allay their concerns. Intel has assured that all customers experiencing stability issues with their 13th or 14th generation processors will be supported through the exchange process. The warranty extension applies to all boxed versions of these processors, especially those with a TDP of 65W and higher that are on the affected parts list. The ongoing stability issues have not only shaken customer confidence, but have also strained relationships with Intel’s partners and vendors. Some of these partners have already announced their increased focus on AMD’s Ryzen processors, which could affect Intel’s sales figures for both the current Raptor Lake processors and the upcoming “Arrow Lake” models. These developments could have a long-term impact on Intel’s market position.

With the upcoming launch of AMD’s high-end Zen 5 CPUs at the same time, it will be crucial for Intel whether the upcoming microcode fix can finally solve the stability issues. If this is not the case, confidence in Intel’s processors could erode further and the company could face further challenges in terms of both sales and brand perception. The extension of the warranty for the 13th and 14th generation processors is a clear sign that Intel is taking its customers’ concerns seriously. However, this measure alone will not be enough to fully restore confidence. It remains to be seen whether the upcoming updates can solve the ongoing stability problems. The pressure on Intel to find a permanent solution and regain the trust of its customers and partners remains high.

Source: Intel