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Xfx rma

post #1 of 14
Thread Starter 
I just wanted to share my recent experience with XFX customer service and their RMA procedure.

I recently bought a XFX 6950 2GB GPU from newegg. Right after I got it, I went to a lan party and took my 10 yr old with me. I stuck it in his computer so he could keep up with the 'big boys'. The graphics started freaking out, and we thought it was possibly the OCZ 500w psu giving up and dying. Long story short, It was the card.

After a day of testing to make double sure the card was at fault, I went to XFX's website and filled out a RMA ticket, decribing the problem and what troubleshooting steps I did. The next morning, I called XFX at 800-880-3225 and talked to a guy names Brian (I think) and explained the card was bad, and the troubleshooting steps I had taken. He quickly gave me a RMA number and I mailed it off the next afternoon, October 4th. My delivery confirmation says that it was delivered on friday the 7th.

The following Monday, I recieved an update to my ticket saying that they recieved the card, and had to test it.

This morning (Wednesday) I recieved another update that the card was indeed faulty.

Then later this afternoon (still Wednesday) I received yet another ticket update saying it was shipped out with Fed-Ex and was provided a tracking number. They are only in CA, so I'm hoping to get it back maybe on Saturday, if not, then Monday. Either way, it's better service/faster turnaround time then I thought I would get.

The guy I talked to on the phone was polite and after I told him I tried the card on multiple pc's./monitors/cables, pretty much his next words were the rma numbers. The RMA ticket system on their website was updated with pertinent info, and I revieved a generic email notification for each ticket update.

All in all, I am very, very impressed with XFX'x service and now feel that the few extra dollars was well spent for their 'double lifetime guarantee'.

I'll update this post when I get the card back and test it for functionality. I took lots of close up pictures, so I will be able to tell if it's the same card or a different one.


Edited by bob808 - 10/12/11 at 9:30pm
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post #2 of 14
agreed, bought XFX for this reason on my last two builds... havent had to use the warrantee but I know my rights as a consumer and if it says lifetime, I am gonna get my money's worth.

+1 for Logitech having similar experiences. I have RMA'd a few things with them from fluke failures to worn out mouse grips, and they always take care of their customers.

sorry to thread hijack, but thanks for sharing a positive experience for a change, we usually only hear the whiners.
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post #3 of 14
My experiences with XFX were very good as well, I made a thread very similar to this if anyone is interested:

http://www.overclock.net/amd-ati/110...periences.html
    
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post #4 of 14
yea people complain about XFX but they were very quick/helpfull when i rmaed.
    
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post #5 of 14
Yap My experiences with XFX was very good too........
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post #6 of 14
Inquiry: if you actually die will they deny RMAs to the person you leave the card to?

lol...
    
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post #7 of 14
Quote:
Originally Posted by xPrestonn View Post
Inquiry: if you actually die will they deny RMAs to the person you leave the card to?

lol...
as long as they register the card in their name, it should be fine.

XFX has no clue you are dead.
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post #8 of 14


It's good to hear someone finally posting something good about XFX and their RMA/tech support.

I've never had any issues with them either. When I bought my first 4870, and there was something wrong with it (BIOS), after I submitted my tech support ticket, I received a reply from them within 2 hours. After the tech and I went through all the necessary troubleshooting steps, he informed me that the BIOS on my card was outdated and faulty. XFX had a new BIOS within a couple of days up on their site. ALl in all fairly impressed with the speed and the professionalism.
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post #9 of 14
Great service from XFX.

-- I wish Asus would contact me re: my RMA w/ them. They received my card on 09/29/2011 (DC) and have yet to contact me w/ an update after I called them six times. Two days ago I was reassured that an Asus "supervisor" was going to contact me via email to update the status w/in 24 hours. Haven't received chitt. Their website still says they haven't received the videocard. Just piss-poor customer service and this after purchasing close to $1K in videocards from them in the past month.

No doubt -- Asus makes great products, but their RMA service is terrible.
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post #10 of 14
Thread Starter 
Update-
While XFX was very prompt in their dealing with the RMA and replacing the bad 6950, Their choice in shipping carriors (FedEx) was very slow. It took a whole week to ship from California to Washington St.

I recieved the replacement card yesterday (Thursday) and it is the single fan version which retails for $10 less than the 2 fan version that I originally bought. Oh well, I bought the 2 fan version to keep temps down, but if the single fan version overheats and dies, I guess I will get another replacement heh. If they were going to change cards on me, I think they should have gave me the single fan version that comes with the slight (30 Mghz) overclock that retails at the same cost as the card I paid for.

Overall, still a positive experience, if a bit dissapointed in getting back a single fan card, when I had bought the dual fan cooling solution for my own reasons (and paid more for the option).

I still have to test the replacement card to make sure everything is working as expected. I'll post again after that is done.
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