I messed up

now this video, what you do, SHOULD BE standard for EVERY brand!!!!

Debauer dropping the "How to actually respond to an issue with a product" tutorial.

Good luck figuring out the problem bro. You have more than enough reputation to spare for us to trust you on this one.

I was one of the 50 lucky people to get one of the IHS's. Can confirm it didn't quite meet my expectations, but I'm certain that TG and der8auer will make it right for me. This video, especially, eases my conscience and I appreciate it and your apology.

This video convinced me to order a product from this manufacturer without thinking at any time. This level of customer access, problem sharing, defect resolution and most importantly humanity of approach is absolutely exceptional.

No product is perfect but from what we have seen here, Roman's level of professionalism is on a higher level than companies like Intel or Amd.

Danke für die Produktionsbesichtigugn. Grüsse aus Tchechien.

I really wish more companies were like this. Admit an error was made and then get ahead of it and make it right.

I am not a hardware engineer but I used to be a QA Director and if I were to take a guess at the problem it is the height difference in the surrounding plastic mounting bracket.

I worked in injection moulding ( plastics ) for over a decade. In my experience plastic parts can have a larger variance than you would think.this can be caused by humidity, cycle speed of the machine, set up of the machine, the amount of recycled material being used in the run. All kinds of stuff. Basically never count on plastics being in spec to the same degree as cnc metal. start measuring the z axis on as many sockets as you have available reach out to Steve ( GN an HU ) see if they can do the same measurements. One corner with a mil of flash on it would be enough to set off your contact and increase temps by 10 degrees. Hmmm an adult owning there mistakes and being open and honest about how they plan to make it right. Your parents brought you up correctly. You should thank them. Also, you have earned some more respect for doing the right thing.

Manufacturing inconsistencies of the plastic surround. Maybe even thermal expansion of the surround especially if different manufacturers use different plastics from each other or from batch to batch or different ranges of motherboards.
Plastics generally have a significantly higher coefficient of linear thermal expansion than metals.

Well done you for owning the issue - perfect response!

Thank you for watching and commenting on my video on your product! The direct die cooler definitely meets my expectations on my 14900ks. No affiliation or sponsorship of course but no complaints. Seeing a video like this just further following up making sure everyone is happy.... Thermal Grizzly and all its staff, Der8auer, you are such a pillar of honesty in the computer community, please always keep the amazing integrity you have. We customers love the way you do everything

Wow, I'm extremely impressed. I've only bought your thermal paste in the past, but if this is the quality of your customer service I might want to get my next waterblock from you guys too. The only other company I've seen with comparable levels of customer service is Noctua. I'm starting to understand why German companies have the reputation they have.

As soon as you said you went with socket height I wondered if the "issues" were a single vendor/board model or if there was possibly an issue with socket height due to say thicker PCB conflicting with plastic socket height or something.

You are immediately addressing the issue, attempting to ID the issue and didn't deflect or blame the customer. You're doing what many companies don't do. Good on you and this is honestly extremely interesting video but probably not one you want to make.

The difference between Thermal Grizzly and almost all other companies in the space is that you are an enthusiast and engineer first, and business man second. You are one of us.

Not many manufacturers would introduce their production process to customers when a problem appears, while giving an explanation of the whole process and the possible cause of the problem.

You're a great example of transparency, honesty and professionality. I'm sure most hardware customers will appreciate not only your way of managing problems, but also your hard work, knowledge, values and of course the amazing quality of all your products, which is the consequence of all the mentioned things.

Seems crazy that someone owns up to their issues and does not just try to bury such issues until shit gets real bad.
This is why you are probably one of the most trusted people in this scene.

The things you can never measure on the production floor, are how hard someone is going to crank down on mounting screws, what assembly tolerances pcb manufacturers are hitting, and how uniform are the tolerances on mass-produced products you aren't manufacturing.

You can measure your own parts until you're blue in the face, but it only helps so much.

I will point out that there are few things i personally would change:
A) I would NOT be using the CPU socket itself as a hard-stop surface. It's plastic, and can easily be bent, warped, dented, crushed, and other wise deformed in ways you will never be able to predict. Even a hard plastic is still softer than most metals.
I personally feel it would be better to produce a back plate for the other side of the Mobo, and use that back plate's screw standoff's as hard stops to prevent users from over-torquing the screws.

B) If you're worried about pressing against the board, using a PTFE or some sort of HDPE derivative should help protect the board, while giving you a contact surface that shouldn't mar, or damage traces on the surface of the board.

C) when talking to customers about the issue they are having, it's usually not going to be too much trouble asking them to re-seat the device, and have them take pictures of the procedure and specific points of interest to you during the process. This can give invaluable information to you not only about the potential root cause of the issue, but also gives you an overall view of the entire environment the product is in, it's easy to overlook small things that may be affecting the operation of your product when they are in an environment you can't inspect. (I'm not even going to get started on the PC's i've worked on in the past that had entire furballs of cat/dog hair trapped in the PCIe / Ram sockets... )

D) can i come play on your datron? XD

I am not sure if you already do this, but what helps is bringing in someone random that has some building experience, give them the instructions, and have them assemble the product.
This way you get outside perspective of what can go wrong.

This is how you handle business. Take notes ASUS...

you are a shinning example of exactly how people should behave when there is a problem with one of their products. Other companies should take serious notes on how you conduct yourself and work towards finding a solution that is primarily aimed at helping resolve issues for the customer but also for yourselves so that you can continue to do amazing work in the future. Thank you for your candour - ps. I especially enjoyed the tour of your manufacturing facility and machines. Absolutely fascinating and it shows how seriously you take your production because those machines are incredibly expensive due to the high level of accuracy and everything else.