Incorrect Hardware Shipped

Summary

Incorrect hardware shipped covers systems or RMAs where the customer receives the wrong component, an incomplete kit, an incompatible substitute, or a build that does not match the quoted configuration. The issue often appears as a pure logistics mistake, but in many tickets it also causes secondary technical failures, rework, or delayed deployment.

Frequency

155 tickets.

Common Causes

1. Wrong part shipped or picked. Customers received the wrong controller, drive, cooler, rail kit, capture card, or other component because fulfillment or RMA picking selected the wrong SKU or variant ([14185], [31680], [38267], [8206], [24306]) ...and 75+ more.
2. Quote/work-order mismatch. Some systems were built to a different specification than the quoted design, causing hardware capability gaps rather than a simple wrong loose part ([14889], [30549], [31680], [37304], [9012]) ...and 6 more.
3. Missing accessories or incomplete return shipment. The main component arrived, but required power cords, brackets, keys, plates, or similar parts were missing, making the shipment unusable until follow-up fulfillment ([16036], [12082], [38267], [8206], [8436]) ...and 50+ more.
4. Incompatible substitute or no compatible equivalent. Exxact sometimes shipped a part that physically or electrically did not fit the customer’s setup, or discovered no workable alternative existed after review ([17569], [8206], [12082], [38594], [9452]) ...and 15+ more.

Diagnostic Steps

1. Confirm the exact ordered vs received part. Compare the quote, sales order, work order, part number, serial, accessories, and any included brackets/cables before assuming installation error ([14185], [30549], [31680], [38267], [24306]).
2. Check whether the replacement is merely incomplete or truly wrong. Photo review often distinguishes a missing plate, cable, screw, or bracket from a genuinely wrong SKU ([12082], [16036], [8206], [38267], [8436]).
3. Validate compatibility in the real target system. If the replacement powers on but does not fit, connect, mount, or expose the quoted capability, treat it as incorrect hardware shipped rather than ordinary troubleshooting ([17569], [30549], [12082], [14889], [30111]).
4. Preserve the incorrect item for return handling. Many fixes depended on returning the wrong part, accessory, or duplicate shipment before the exchange could be fully closed ([14185], [24306], [31680], [34740], [37103]).

Solutions

1. Ship the correct part and return the incorrect one. The most common successful fix is a corrected replacement with prepaid return instructions for the wrong item ([14185], [31680], [8206], [38267], [12082]) ...and 80+ more.
2. Use advance replacement when Exxact caused the mismatch. Cross-ship or advance replacement reduces downtime when the customer cannot wait for standard return-first processing ([14185], [21820], [30549], [31680], [38077]) ...and 10+ more.
3. Send the missing accessory separately. Missing power cords, brackets, keys, rails, or plates are often resolved without replacing the main device ([16036], [12082], [8206], [14889], [38267]) ...and dozens more.
4. Convert the case to refund, credit, or re-quote when no compatible fix exists. Some incompatible shipments were closed through refund or sales adjustment instead of further exchange attempts ([17569], [22628], [25756], [27487], [29733]).
5. Correct the build itself when the whole shipped configuration is wrong. Quote-to-build mismatches may require controller swaps, recabling, OS reprovisioning, or full rework rather than a simple loose-part exchange ([14889], [30549], [31680], [37103]).

Edge Cases

• The “wrong part” may really be a missing subcomponent. One RAID-controller case turned out to need a missing mounting plate rather than a whole different controller ([12082]).
• An incorrect shipment can trigger secondary failures. A wrong cooler fitment later caused shutdown behavior until the correct mounting hardware was used ([38267]).
• Customers may receive both the wrong item and an unintended extra correct one. In one drive case, Exxact had to recover both the original incorrect SSD and an extra replacement unit ([14185]).
• Some RMAs fail because the incorrect item is never returned. Exchange workflow can stall or close without replacement if the wrong part is not shipped back ([24306], [39578]).

Related Issues

• shipping-damage
• rma-workflow
• firmware-driver-compatibility
• bios-bmc-issues

Referenced by

• Allen Huynh — handled tickets on this issue (×3)
• Jared Royster — handled tickets on this issue (×43)
• Emx Elc Lttrto240 Tbp 00 — product affected by this issue (×2)
• H200 — product affected by this issue (×2)
• Sheng Ye — handled tickets on this issue (×2)
• Dennis Cuenca — handled tickets on this issue (×3)
• Ian Dicarlo — handled tickets on this issue (×17)
• A100 — product affected by this issue (×3)
• RMA Workflow — co-occurs with this issue (×90)
• CPU Cooler Failure — co-occurs with this issue (×5)