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XFX: Yet Another Warranty Denial - Page 24

post #231 of 440
If XFX could do it all over again I bet they'd just replace your card rather than get all this bad press

It seems unlikely such precise damage could have occurred during shipping, if so UPS should cover it, if not they damaged it sometime after it was received by them.

Its a shame you don't have irrefutable proof that the pic was taken at UPS store just before mailing, if you did they would have no way out but to deal with UPS themselves.

I mark any RMA with a small sharpie dot somewhere random on the PCB so I know if I'm getting the same card back, they change serial number stickers easily like when they refurb for sale.
Edited by djk11 - 7/21/11 at 12:42pm
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post #232 of 440
ive only RMA'd once with XFX and it wasnt that bad, replaced my 4870 with a 4890.
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post #233 of 440
I will give some info in Diamond because a user asked about them:

Issues I have had with Diamond are this:

#1 you cant get a hold of them for at least 30-60 days. I tried to contact them when I initially had an issue with a video card and by the time they got back to me it was outside of when I could RMA to the retailer. They dont answer phones it seems and take AT-LEAST 1 month to reply to your email.

#2 You cant get replacement parts for your video card and they will literally just tell you to buy a newer one. I needed a replacment fan for my 4870 and was told I couldnt even buy one from them. - I have needed replacement fans for EVGA cards in the past and EVGA just sent me replacement whole heat sinks + fans and told me to trash the old ones. (now thats customer service!)
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post #234 of 440
Hello Everyone,

I know this is the first post made from this account, but this is legitimately an XFX Support representative, I can provide a @xfxforce.com email address to an admin if needed for verification.

I wanted to take a minute and address some concerns, possibly answer some questions, and clarify the XFX warranty policy, at least as it pertains to North America (USA and Canada) . Other regions will have slightly different policies.
With our limited lifetime warranty there are really only 2 main limitations. First is the registration requirement to activate our lifetime warranty http://xfxforce.com/en-us/Features/D...eWarranty.aspx . That is likely widely known on this forum, but it’s worth a mention.

The second limitation is physical damage or alteration, basically when we get a card back we want it in factory condition undamaged (normal wear and tear is ok). The very first thing our RMA team does upon unpacking a unit is do a physical inspection of a video card, basically to see if there is any damage to the card or the electrical components, such as the case here, if found then a picture is taken and sent out with an explanation of what the issue is. This doesn’t happen very often, maybe 1 out of a few hundred RMA’s, and even then something like some damage to the cooler or something else of that nature we typically overlook, usually not a big deal.

Components knocked off or damage or permanent alteration to the PCB however unfortunately is another issue. And just from a support perspective its never fun to have to inform someone of physical damage to a unit upon arrival, but regardless it is the condition of a product on unpacking it.

Unfortunately through the forums you only ever hear about the RMA’s that don’t go exactly the way someone would like, or when a unit is out of warranty for some reason or another. A vast vast majority of units that come through XFX RMA are relatively quick and painless, and there are even people that have responded to this thread stating their own experiences to attest to that.

If there are specific questions or concerns about our RMA policy I would be more than happy to answer them, you can even PM me.
post #235 of 440
Quote:
Originally Posted by XFXusasupport View Post
Unfortunately through the forums you only ever hear about the RMA’s that don’t go exactly the way someone would like, or when a unit is out of warranty for some reason or another. A vast vast majority of units that come through XFX RMA are relatively quick and painless, and there are even people that have responded to this thread stating their own experiences to attest to that.

If there are specific questions or concerns about our RMA policy I would be more than happy to answer them, you can even PM me.


Quote:
Originally Posted by xxbassplayerxx View Post
Just to update this, RMA #1 (a 4890) has been replaced with a 6850. It will ship out today.

RMA #2 has finally been answered. I'm currently explaining my issue to the tech. Timeliness was an issue, but so far results are good.
As I said, my only complaint was timeliness at a few points. Sometimes XFX was very quick to respond (a few minutes), sometimes there were days between answers.

Beyond that, though, I'm satisfied with the support.
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post #236 of 440
Quote:
Originally Posted by XFXusasupport;14297475 
The second limitation is physical damage or alteration...

Your company's warranty guidelines don't give you the right or the immunity from US Consumer Right Laws to void warranty for alterations made to the product that did not cause the defect or malfunction.

For example. If I decided I wanted to key the paint on my brand new car doesn't give the right for a dealership to not warranty the engine and drive train.

By your examples of alternations I couldn't even write my name with a sharpie on the heatsink so it's not accidentally swapped or stolen at a lan party.
Quote:
Originally Posted by XFXusasupport;14297475 
Components knocked off or damage or permanent alteration to the PCB however unfortunately is another issue.

Now components knocked off or damaged in your care is a whole 'nother can of worms. I think the proof in this scenario is overwhelmingly against your company. The precision that would be required of an external blow to cause said damage on the card during shipping would either cause damage to the surrounding area and damage or breaching of the outside material. Yet, the only parts damaged are the capacitors themselves now that your company has damaged it even further by removing the other.
post #237 of 440
Exactly, I have no idea where they got the smart idea to remove the other capacitor in the first place. Now they have Altered the card, as the OP has pictures showing a non altered card right before he sent it in for RMA.
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post #238 of 440
Well, that raps it up for me... Won't be buying XFX anytime soon... Stick to my good ol' EVGA and MSI.
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post #239 of 440
Is anyone else bothered that the company took the time to show up and post here but is still denying the OP his claim? I mean you'd think they would realize the bad publicity in itself is worth accepting the claim after reading through this huge thread (and the other ones).

Quote:
Originally Posted by Coolio831 View Post
Exactly, I have no idea where they got the smart idea to remove the other capacitor in the first place. Now they have Altered the card, as the OP has pictures showing a non altered card right before he sent it in for RMA.
+1. Whether that 1 resistor was damaged or not, they can't deny that they sent him a card back with both resistors missing.

Quote:
Originally Posted by XFXusasupport View Post
If there are specific questions or concerns about our RMA policy I would be more than happy to answer them, you can even PM me.
I'm curious what XFX's policy in situations like this thread, where it might be your own staff that damaged the card (or the shipping company), then tried to blame it on the consumer ... only then to later realize he actually took pictures of the card right before sending it at the UPS store and can now prove your continued claim that HE caused the damage might be false?

I'm also curious since he decided to RMA the card, and can show pictures at the ups store that the resistor was not damaged, why you are still claiming that the resistor is the reason the card failed? It's obvious, unless you claim the picture is a fraud, that the resistor was not knocked out of place until after the rma process was already underway.
    
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post #240 of 440
I think this 4870 is the last XFX product I will get.
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