[avmf8]

I just bought this cooler do to the plastic retention bracket that attaches to my socket 478 motherboard broke on me. I buy it and it says it fits socket 478. But no where was I told I needed extra parts to mount it.

I emailed customer support and I was very clear retention bracket. They send me the clips that attach to the bracket. I already have the clips that is not the issue. The socket LGA 775 you need no extra parts to mount. It to me is false advertising by scythe. It says it fits the socket 478 but without the retention bracket that is not true it does not fit. They expect a little plastic retention bracket to last forever there is no excuse for that not to be in the box.

I contacted where I bought it from and they told me it was the info they took off the scythe website and they are not responsible. Also I was clear to scythe what I needed and it seems the guy did not even know what a retention clip is. Then I email them and get ignored they will not respond I sent more than one email a week ago.

[hiroshige]

Hello avmf8,

thanks for your PM and for your questions here in the forum.
First of all, where are you from? US or Europe, because we have different support-teams, I'am working for the one which is responsible for Europe and did not receive any of your emails.

As I understand you, your plastic retention bracket on the board has been broken.



This bracket is needed for mounting the Katana 2 with the 478 clips:



This is the bracket which has been send to you by the customer-support, right?

Now the statement regarding the procedure of our customer-support: When we send you the metal 478-clips for Katana 2, this was due to misunderstanding your request but formally right because we do not support your mainboard, but our coolers. The 478 plastic retention-bracket is belonging to your mainboard and not to your Katana 2, so you have to order it by yourself (it is part of our retention kit) or directly from the support of your mainboard-manufacturer.

Cheers,
Stefan

[avmf8]

You guys said nothing about that at all when I looked at the cooler on the site. Yes the black piece is the part I asked for and they sent me the metal bracket thing I already have.

What do you mean do not support my mainboard? It does not say that in you're product description which is the same one NCIX put it on there site which is the store where I bought it.

That is false advertising it says it fits a socket 478 mainboard. If you guys do not support it then that is false info in other words a lie. If it mentiones the CPU socket by name it needs to fit or it is not as advertised.

How should I know it comes with the motherboard? How would I possibly know that unless I am told? You guys should ship me the retention kit for free. It is not right that should come in the box with the cooler.

If not I should be told and if I am not and end up with a part I cannot use do to it then I should get the part. You do not want to ship a free part well they should have thought about that before leaving out some important info. That was important info and there was no excuse for that info being missing.

It is the least you guys can do considering I bought a cooler I did not even need to buy. I bought this figuring I may as well buy it and use the hardware it comes with to attach it. Every cooler I have bought has came with the retention bracket.

In fact this one comes with the bracket for a LGA 775. Not supported get real they have some nerve saying on the box it fits the CPU sockets.

[hiroshige]

Hello avmf8,

the accessory of Katana 2 clips is this one:


You can mount the following sockets using this accessory: 478, 754, 939, 940, AM2 and LGA775 - these are the main sockets on the market, so the information that it fits is true.

The plastic retention-module is part of the Socket 478 and therefore, this is belonging to the mainboard and is not part of our cooler:



The US-support was not completely right when answering you, that you have to buy the retention kit because it is enough when you order only the plastic retention module e.g. at ebay:

Pentium 4 Socket 478 Heatsink Retention Module - (eBay.ca item 220261766257 end time 29-Jul-08 02:32:54 EDT)

I understand, that you are not happy with the situation, but lets find a solution for this issue together.

Cheers,
Stefan

PS: I am not in office for about 3 hours, so please don't be angry with me when I don't answer you in this time.

[avmf8]

See the thing is how would I have known this? After all the retention bracket only screws to the motherboard it is not technically part of it. I would not know any of this I just started building computers. So all I know is socket 775 motherboards.

To me if I have to do soldering to put a part on then it is part of the motherboard. If it attaches to the motherboard it is a part that connects to it. I do not think of the video card as part of my motherboard. I do not call the parts used to hold the motherboard in place as part of the motherboard.

The 478 CPU socket was once part of a HP Pavillion a250n. I found out I could replace the CPU with a better one. I did that and then when turning the comp on noticed the CPU cooler fan was dead.

So I replaced the fan and upon taking the fan out I heard a crunch the retention mechanism broke. From the heat over 2 years the Retention module became brittle and broke.

What really angers me is no one told me that this part was needed not even the store. This store even has a recommended parts section that kit should have been included. They said they sold the retention kit made by scythe and now that item is gone from there site completely.

The places that sell retention brackets do not ship to Canada. NCIX was the only one even willing to ship to Canada.

[hiroshige]

Hello avmf8,

there is no reason, why we have to include the plastic retention bracket to our coolers because this is surely a part of the socket 478 architecture like the one which is part of 939 architecture:



Or this one as part of the AM2-architecture:



We include the 478-bracket into our retention kit, because it is used when you mount the retention kit on 939/754 and 940 and not because it is part of our coolers.

As I said before, there is only one way: You have to purchase the 478 plastic bracket by yourself as it is part of the mainboard and not part of our cooler. For this you could by the Universal Retention kit or buy only the bracket separately. Please have a look at ebay, you will find lots of resellers which offer the plastic bracket.

I understand that you are not happy with the situation, but this is the only way to solve this issue as we do not offer the 478 plastic retention module separately.

Cheers,
Stefan

[avmf8]

How would I have known that when the site does not even say that? There is no way I could have known about that in any way shape or form. Scythe is to blame for this for the lack on info on there products description. Besides you guys made a clip thing for the 775 socket so why not do that for the 478 socket.

I did lots of research and there was no info about this anywhere. People try to tell me it is common place that is not true. I don't care if you guys do not send it you should for free.

You guys are being really petty. You guys are to blame for this so you guys need to send me that part I do not care about you're excuses. I should be told that very difficult to find info.

Is it my fault the guy who typed that thing out did not mention that? No that is the fault of Scythe. You said you would try to help me with my problem well some help you are. How is telling me I have to buy it helping?

[hiroshige]

Hello avmf8,

please let us stay at a professional level instead of blaming for faults, which are truly in your responsibility. You have broken the 478-plastic-bracket, which is not part of our products and therefore this is not in our responsibility. On the one hand because YOU have broken it and on the other hand because it is NOT part of our coolers but of the mainboard. If you would buy a knife and cut yourself, would you blame the knife-manufacture for not including this info into his product sheet? Or if you would have broken a glass, would you blame somebody for skipping the information, that glass can be broken quite easily?

It is common knowledge, that the 478-bracket is part of the socket 478 architecture and therefore part of the mainboard.

The guy which answered your question was misunderstanding you because he thought you would need the metal-clips belonging to your cooler. Actually, it is a special service to send these clips for free - no other cooler-manufacturer would do the same.

I just told you different ways how to order the 478-plastic-bracket, that's all I can do for you. There is no error made by Scythe, so you have to order this plastic-mountings by yourself. I already gave you different ways to order e.g. ebay.ca - thats everything that I can do for you.

Cheers,
Stefan

[avmf8]

Again it is not my fault it is Scythe's fault not mine. It is not my responsibility to know something that would be impossible to know. Who do you think you are blaming me for it?

I was very clear to that guy a customer support that I needed a retention bracket. I did not break it it broke do to it being plastic in a high heat location. Plastic when being heated up to high temerature then cooled slowly weakens the plastic until it is eventually very brittle.

At the time the retention bracket was brittle after about 2 and a half years of use. So do not try saying it is my fault the thing broke. Also there is no way for me to know if the bracket is deemed part of the motherboard. It is not part of the motherboard it attaches to the motherboard it coming with most motherboards is irrelevant.

It is not common knowledge at all unless you have been building computers for years. You guys should not assume that everyone who buys the parts has years of experience behind them. If it is such common knowledge then why is the info so hard to find then?

Any other info I can find but this thing with the retention bracket you would have had to known to look it up. How can you blame someone for not knowing about something only people doing that for years would know.`

[hiroshige]

Hello avmf8,

I really asked you to stay at a professional level when discussing here at our board. What you do is blaming people for things they are not responsible for without having any arguments.

You say, it is no common knowledge that the plastic bracket belongs to the socket 478 architecture and not to a CPU-cooler?

Just have a look at this page: http://www.intel.com/support/process.../cs-007989.htm This is an official document by Intel and when you scroll down until Motherboard Selection you will read the following:

Motherboards intended for system integrators will include the processor retention mechanism (Figure 5). Four holes located around the processor socket allow the retention mechanism to attach to the motherboard.

Or in other words: The retention mechanism is part of the mainboard.

And if you scroll down until Motherboard and Retention Mechanism Installation it says

Once the motherboard has been installed in the chassis, install the retention mechanism (provided by the motherboard manufacturer) to the motherboard.

I think, that is clear enough, isn't it?
Sorry if some sentences sound sarcastic, but it is 1 in the morning here in germany and when I have a look at the stuff you posted in the last days and how many effort I spent to explain and help, I'm quite frustrated. Just try once to understand ME as like I try to understand YOU.

Cheers,
Stefan