Overclock.net › Forums › Graphics Cards › AMD/ATI › XFX: Yet Another Warranty Denial
New Posts  All Forums:Forum Nav:

XFX: Yet Another Warranty Denial

post #1 of 440
Thread Starter 
Hello,

This will be my first post - a post to share my sad, grueling experience with XFX. This thread will be similar to XFX; Warranty Denial, an eye-opening thread that I saw prior to buying my graphics card, but ignored regardless with the though: it can't be that bad.

I'm not here to say that every XFX RMAs will be bad, but, of my particular case, I can laugh out loud at the ridiculous absurdity and cry out loud at the quick loss;
Quote:
I would also like to mention first that my cards are never abused, and I have never modified a 5830 beyond its original referenced hardware specification. My effort here is to expose and to reiterate the abomination of bs that clouds up xfx warranty support. NCspecV81

I purchased my XFX Radeon HD 5830 graphics card from TigerDirect on 5/10/11. It was near the end of my first year as a college student, and with some pocket money that I garnered, I finally got a dedicated graphics card to use - an amazing upgrade from on-board Radeon HD 4200.

I received my card from TD on 5/24/11; the first thing I did was to register it for its infamous Double Lifetime Warranty. After I did that, I carefully installed the card ($100 is quite a fortune for me!), and ran Total War: Shogun 2, a game that came with the card.

In a short time (<3 minutes), the screen was showing what I came to know as "artifacts." I first thought, "Just a few random lines... could be the monitor's connection or something." I mean, my card was brand new, and I had no reason to suspect it.

Later that day, I ran a stability test, and under 5 minutes, the screen would go crazy and show BSOD. Damn.

I contacted XFX for support, because I really did not want to try RMA to TD (XFX is closer, and I already cut up the barcode for rebate!). I received a reply from DANIEL_E, telling me that I should not overclock my systems - which I did not. The whole lengthy essay he wrote to me sounded very useless. And it is.

As much as I valued my investment, I had my exams coming up, which were leading up to my finals less than a month away. I put the graphics card out of my thought since XFX's warranty period is lifetime - a month or two could wait.

EMPHASIS I thought RMAing with the manufacturer would be as easy as RMAing with the vendor. And plus, I was guaranteed a LIFETIME warranty; it didn't matter for me if I waited a month or two. I mean, I didn't think XFX would pull one like this, did I? I do, however, acknowledge that I could have avoided it all had I took my time to RMA to TD.

By the time I had experienced the artifacts, I had already cut out the barcode. The card popped in and showed display; great. Windows updated its Experience Rating; great. I assumed the card was perfectly functional because it wasn't DOA. And I was trying to rush to get the mail-in rebate form sent by that day. Why? Because I was moving out of my school dorm in less than a month and I've heard that rebates can take 3~5 weeks - if they get processed at all.

AND I WAS BUSY. I'M SORRY FOR TRUSTING A WARRANTY SO MUCH.

I was running Starcraft II on 7/2/11, and after a custom game, BSOD showed up. I did not try to immediately RMA after my finals because the game ran pretty smoothly - although a line or two would occasionally show up. And plus, I was excited to be able to finally play games! At a super high quality, too. The card then no longer displayed anything and rebooting only resulted in my fans spinning. I took my card out, and display was back up via my on-board.

I requested for RMA, got my authorization, and sent my card. Aware of what could happen (because of all the horror stories I read), I took several pictures of PCB at UPS, <10 minutes prior to packaging with UPS workers and shipping it to Ontario, which is only about 100 miles away.

The next week, I got an email and a new Support Ticket message illustrating that a small capacitor on PCB was physically damaged (one of its ends came off), and thus voiding the warranty. I argued, saying that when I shipped, the card did not have any physical damages, and the shipment followed XFX's Shipping Guide line to line.

One of the bullet points says "Any damage caused by inadequate protection during transit will void the warranty," except the card was properly secured with three protective materials, checked and confirmed by UPS personnel, and shipped to a relatively local distance. I argued thus so, saying that I, the consumer, have done everything I was instructed to do and met my ends of the RMA. The broken capacitor, because it was evidently not there when I shipped it, could only have occurred during or after the transit - both cases rule out my responsibilities. And UPS isn't to blame because I know we packaged it properly and securely - I know the package was secured because I've helped my dad pack his fragile international shipments hundreds of times. And on top of that, a small capacitor, especially something that XFX believes to be "really sturdy... [and] looks like it got caught on something while being installed or removed from a computer case" could not have magically came off during the transit. And that clearly wasn't the case when I packaged and shipped it.

The last of the tickets by DANIEL_E says "Bottom line is the card arrived to us with a broken component." Excuse him, but the bottom line is that the card arrived to the inspection team with a broken component, and if an employee accidentally nicked the capacitor off the edge of a desk, the card arrived with a broken component.

Think, imagine, marvel for a second of how the capacitor could have came off. I have pictures that I can upload upon request - it shows time and date - that will rule out that the card came out of my case and was shipped perfectly fine. It could really not have occurred during the transit unless a UPS worker unpacked the box and hacked at the capacitor - which can not be the case. So it leaves to the occurrence taking place at XFX. XFX, before DANIEL_E found out.

I can include the Support Ticket messages and/or pictures that I took and ones that I received from XFX.

The only thing I want to make clear is that my card lasted less than two months, and XFX's Double Lifetime Warranty was void due to a magical damage to the card.

Do and try to avoid XFX.
Thanks for reading and best luck to all of you,
Johnny

Edit 7/20/11 4:16PM: I'm waiting to hear back from a voice mail that I left, following a poster's suggestions. Will seek BBB next week if no news.

Edit 7/19/11 1:33PM: pictures are up; will get a higher quality of my phone picture later via memory card (my photo is downsized b/c I sent it to my email via txt).

Edit 7/21/11 1:16AM: won't be able to access Internet until Sunday night.

Sorry, I did not know how to post pictures... I just made a photobucket account actually.

Edit 7/20/11 2:25PM: higher resolution pictures are now uploaded. Will take/upload pictures of the same card that is to arrive later today.

The first three are my pictures, taken ~10 minutes prior to shipping at UPS:
0707011611.jpg
0707011610b.jpg
0707011610.jpg



The two pictures sent by XFX:
BACK.jpg
CHIP.jpg



Edit 7/20/11 4:13PM: pictures of the graphic card as returned:
0720011609.jpg
0720011610a.jpg
0720011610.jpg
0720011610b.jpg
The capacitor cap did not come with the package! Looked everywhere.
Edited by jomoxhwang - 7/21/11 at 9:15am
post #2 of 440
Wait.....did they at least send the card back to you?

I do avoid XFX. Stories like this make me sick.
The Butthurt Box
(21 items)
 
   
CPUMotherboardGraphicsGraphics
Intel Core i5 2500K P67 Professional AMD Radeon HD 6950 unlock NVIDIA GeForce GTX 460 2gb 
RAMRAMHard DriveHard Drive
G.Skill Ripjaws G.Skill Ripjaws Intel X25-V Seagate Barracuda 
Hard DriveOptical DriveOSMonitor
WD Goflex USB 3.0 24x DVD R/W DL Win7 Ultermate 64 Acer 20in 1600x900 
MonitorMonitorMonitorKeyboard
Compaq 20in 1600x900 17in Dell 1280x1024 19in Gateway 1280x1024 Razer Blackwidow mech w/ cherry MX blues 
PowerCaseMouseAudio
Kingwin LZ-750 HAF 932 + sound activated lights Logitech G500 Rosewill USB headset 
CPUMotherboardGraphicsRAM
Pentium 4 3.2ghz w/ HT HP Intel IGP 4gb Mushkin DDR2 
Hard DriveOSPowerCase
80gb sata WinXP Pro HP OEM HP Small form factor 
  hide details  
Reply
The Butthurt Box
(21 items)
 
   
CPUMotherboardGraphicsGraphics
Intel Core i5 2500K P67 Professional AMD Radeon HD 6950 unlock NVIDIA GeForce GTX 460 2gb 
RAMRAMHard DriveHard Drive
G.Skill Ripjaws G.Skill Ripjaws Intel X25-V Seagate Barracuda 
Hard DriveOptical DriveOSMonitor
WD Goflex USB 3.0 24x DVD R/W DL Win7 Ultermate 64 Acer 20in 1600x900 
MonitorMonitorMonitorKeyboard
Compaq 20in 1600x900 17in Dell 1280x1024 19in Gateway 1280x1024 Razer Blackwidow mech w/ cherry MX blues 
PowerCaseMouseAudio
Kingwin LZ-750 HAF 932 + sound activated lights Logitech G500 Rosewill USB headset 
CPUMotherboardGraphicsRAM
Pentium 4 3.2ghz w/ HT HP Intel IGP 4gb Mushkin DDR2 
Hard DriveOSPowerCase
80gb sata WinXP Pro HP OEM HP Small form factor 
  hide details  
Reply
post #3 of 440
Always take pictures of the card with date and time, prior to sending anything out for RMA's, because if something like this happens, you can go straight to the Tradeing Standards (In the UK) or get a lawyer, if you have the money that is.

No one can tell if a GPU or CPU is overclocked, unless they spend thousends, or millions examing the silicone on the GPU/CPU
The Ancient
(14 items)
 
FZ-G1
(8 items)
 
 
CPUMotherboardGraphicsRAM
Phenom X6 1055T 3.9GHz NB 3.0GHz ASUS Crosshair V  GTX 770 8GB G.Skill TridentX 1652MHz CL7-7-8-20-22 1T 
Hard DriveOptical DriveCoolingOS
OCZ 60GB Vertex 2E - 3x HDD's Samsung Blu-Ray Drive Custom W/C Loop Windows 7 64bit 
PowerCase
Superflower Leadex 650W Coolermaster Storm Scout Mod 
CPUGraphicsRAMHard Drive
Core i5-3437U Intel HD4000 8GB 256GB SSD 
OSMonitorKeyboardCase
Windows 8 Pro 10.1 WUXGA Touchscreen Worlds Durable Tablet 
  hide details  
Reply
The Ancient
(14 items)
 
FZ-G1
(8 items)
 
 
CPUMotherboardGraphicsRAM
Phenom X6 1055T 3.9GHz NB 3.0GHz ASUS Crosshair V  GTX 770 8GB G.Skill TridentX 1652MHz CL7-7-8-20-22 1T 
Hard DriveOptical DriveCoolingOS
OCZ 60GB Vertex 2E - 3x HDD's Samsung Blu-Ray Drive Custom W/C Loop Windows 7 64bit 
PowerCase
Superflower Leadex 650W Coolermaster Storm Scout Mod 
CPUGraphicsRAMHard Drive
Core i5-3437U Intel HD4000 8GB 256GB SSD 
OSMonitorKeyboardCase
Windows 8 Pro 10.1 WUXGA Touchscreen Worlds Durable Tablet 
  hide details  
Reply
post #4 of 440
Xfx can really suck at RMA's. :>
Sandy love
(13 items)
 
  
CPUMotherboardGraphicsRAM
2500K 4.5GHz 1.32V Asus P8P67 PRO 3.0 Sapphire 5850 Hd 900/1250 Mushkin Blackline 2x4GB 1.35V 
Hard DriveOptical DrivePowerCase
Crucial M4 64Gb(boot), Samsung Spinpoint F3 1TB LG Corsair TX850W V2 Haf 932 Advanced 
  hide details  
Reply
Sandy love
(13 items)
 
  
CPUMotherboardGraphicsRAM
2500K 4.5GHz 1.32V Asus P8P67 PRO 3.0 Sapphire 5850 Hd 900/1250 Mushkin Blackline 2x4GB 1.35V 
Hard DriveOptical DrivePowerCase
Crucial M4 64Gb(boot), Samsung Spinpoint F3 1TB LG Corsair TX850W V2 Haf 932 Advanced 
  hide details  
Reply
post #5 of 440
Sounds like XFX should just fix the thing and be done with it.
A capacitor......groan.
They need more fiber in their diets.
post #6 of 440
OK well post the pictures and provide said pictures to XFX. Then contact your local chapter of BBB with all the evidence.
post #7 of 440
Did you pack it in the original box?
New
(11 items)
 
  
CPUMotherboardGraphicsRAM
2500k @5ghz Asus P8P67 Evo 6970 @ 1000/1450 8GB Ripjaws DDR31600 Cas8 
Hard DriveCoolingOSMonitor
Samsung 850 Pro 128GB + WD 1TB XSPC Rasa,RX360,D5 w/EK top,Ek150 res,AP-15's 7 Pro Asus VW266H 
KeyboardPowerCase
G11 AX850 Corsair 800D 
  hide details  
Reply
New
(11 items)
 
  
CPUMotherboardGraphicsRAM
2500k @5ghz Asus P8P67 Evo 6970 @ 1000/1450 8GB Ripjaws DDR31600 Cas8 
Hard DriveCoolingOSMonitor
Samsung 850 Pro 128GB + WD 1TB XSPC Rasa,RX360,D5 w/EK top,Ek150 res,AP-15's 7 Pro Asus VW266H 
KeyboardPowerCase
G11 AX850 Corsair 800D 
  hide details  
Reply
post #8 of 440
Thread Starter 
@railfan844
They said they will be sending the card back, but what can I do with that? It was dead even before the capacitor came off and now I can't even try oven... lol

@Atomfix
I don't think a lawyer is possible... Am just a college student working part-time in the summer.

@Shame&Radius&Anyone?
I agree! Any suggestions to what to do with the card/a graphics card ~$100 that I could look for?

Thanks!
post #9 of 440
Quote:
Originally Posted by jomoxhwang;14272291 
@railfan844
They said they will be sending the card back, but what can I do with that? It was dead even before the capacitor came off and now I can't even try oven... lol

@Atomfix
I don't think a lawyer is possible... Am just a college student working part-time in the summer.

@Shame&Radius&Anyone?
I agree! Any suggestions to what to do with the card/a graphics card ~$100 that I could look for?

Thanks!

5850s and 460s are around that price now. 460s are great and I recommend them, IDK about 5850s. I know they perform better at stock.
    
CPUMotherboardGraphicsRAM
i7 860 Lapped@4GHz/201x20/1.392VHTON/1.372VHTOFF ASrock extreme p55 Powercolour 6970s in CF@950C/1500M@1.175(stock V) Kingston HyperX T1 4GB 2133MHz 
OSMonitorKeyboardPower
Windows 7 ultimate x64 ELETT221 @ 1920x1080 Microsoft curve Antec High Current Gamer 750w 
Mouse
iHome Fast Track Laser 
  hide details  
Reply
    
CPUMotherboardGraphicsRAM
i7 860 Lapped@4GHz/201x20/1.392VHTON/1.372VHTOFF ASrock extreme p55 Powercolour 6970s in CF@950C/1500M@1.175(stock V) Kingston HyperX T1 4GB 2133MHz 
OSMonitorKeyboardPower
Windows 7 ultimate x64 ELETT221 @ 1920x1080 Microsoft curve Antec High Current Gamer 750w 
Mouse
iHome Fast Track Laser 
  hide details  
Reply
post #10 of 440
Thread Starter 
@Mastical
It was not the original box, but I made sure with UPS guys that it was packed securely.

@Segovax
I just googled BBB; do you know if it could actually work? And will post the pictures (need to move them from my phone).
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: AMD/ATI
Overclock.net › Forums › Graphics Cards › AMD/ATI › XFX: Yet Another Warranty Denial