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Do not EVER EVER EVER buy an XFX product. EVER.  

post #1 of 135
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A few months ago the ULTRA 750w power supply in my work computer died. So I called ULTRA to get the ball rolling on an RMA only to find out that they didn't have any of those PSUs in stock. So without skipping a beat, the customer care rep asked me where I purchased mine from, I said Tigerdirect, they put me on hold. A couple minutes later the girl got back on and said "we've credited your account with Tiger the full purchase price + shipping of the PSU you bought from us. You can use that credit to purchase any new power supply you want so you can have your computer up and running asap."

Wow. That was so freakin painless. Many thanks to Ultra for standing behind their product AND their customers. That's how you should be treated by a manufacturer when their faulty product dies and causes a big inconvenience or even costs you money from the downtime.

XFX? The worst (and only terrible) RMA ordeal I've had in two years. Read on...


I received a 650w XXX Edition Semi-modular power supply last March from newegg, only to immediately find out that AFTER removing the shrink wrap, the box had already been opened by someone. I immediately took video of the knife slices in the packaging and the two stickers that had been removed that show you whether or not your product is brand new. Obviously since they had been removed my product is not brand new.

Worse yet, I later find out when going to send in my UPC code for the MIR, that there TWO new UPC code stickers slapped over the original UPC code printed on the box. AND there was at least one new sticker (that I can see for sure) over top the original serial number on the PSU itself. So basically I just received a used PSU that had been returned at least twice.

I called Newegg to complain and they were willing to send out a new one and pay for shipping and all that, but I'd lose the $30 MIR. So I rolled the dice and kept it. BIG mistake.

10 months later (last week) it died.

And XFX is insisting I need to pay to ship it to them?! Oh hales no. Here's the convo from the support ticket:

ETHAN1/23/2012 4:47:06 PM] Won`t turn on the PC. I tried disconnecting everything but the CPU, OS hard drive and mobo power, and it still won`t start. So I popped in another power supply, everything works fine. Put this one back in, nothing. It lights up the mobo power light, but that`s all. I need a new PSU.

[KEVIN_C 1/23/2012 5:35:29 PM] We are sorry to hear that this has happened. Please double check that your serial number is registered correctly. Verify that your Account information (http://xfxforce.com/en-us/Help/Support.aspx) has your current contact phone number and shipping address ... Thank you. Kevin

[ETHAN 1/23/2012 6:46:23 PM] Ok updated my info. Thank you for the fast response.

[KEVIN_C 1/23/2012 9:27:23 PM] Hello, I have authorized your RMA (Return Merchandise Authorization) so that you can send your XFX product (L21P04147) in for service. Your RMA number is XXXXXXX. Please copy and paste the following link into your browser, http://xfxstorage.com/Support/pca_rma_tc_ns.pdf . ...

[ETHAN 1/23/2012 9:56:55 PM] I need a shipping label please. I understand you expect your customers to pay for shipping, but that is not how I do things. XFX produced a defective product, XFX has left me with the hassle of a non-functioning computer, so XFX is going to make up for that by covering the cost of shipping. In your reply, you may say "that`s not our return policy". I am aware of that, but your company`s policy is not U.S. law and can very easily be deviated from by someone who has the authority to make that call. That`s why I`m pre-empting that lame response by pointing out the obvious now, so we can skip the back-and-forth and dozens of telephone calls and complaint with the credit card company and so on. I have no problem being a huge douche if I have to, but I prefer to be polite and gracious with people. So to sum up: I am already pissed that I was sold a product that didn`t even last a year. To be un-pissed I need a shipping label. To be happy, I need a PSU that lasts for years. thanks, Ethan

[KEVIN_C 1/24/2012 12:15:25 AM] Unfortunately, even with all you have said, I will still have to respond with the fact that we do not offer that service. I apologize for your inconvenience.

[ETHAN 1/24/2012 7:43:54 PM] You CAN send me a UPS label, you are refusing to take responsibility and therefore CHOOSE not to send me one. Which is completely unacceptable considering XFX put a used/refurbished PSU in new packaging and tried to pass it off as new. Yeah, the box had THREE UPC code stickers stuck over the original. So how many times did my "new" power supply get sent back? And why is there a new serial number sticker over the original as well? Seems to me this piece of crap PSU never worked right, and due to YOUR deceit I`m stuck with a dead used/refurbished PSU when I should have received a NEW power supply that still works. I need a phone number to call XFX and the next response should be from a supervisor because I`m done talking with Kevin C.

[ ETHAN1/24/2012 7:53:47 PM] nevermind about the phone number, I found it. I will be calling later.

[MARK_C 1/25/2012 9:11:54 PM] Hello Ethan, Nothing is going to change this situation. The warranty terms are clear on this. You cover shipping to us and we will cover return shipping back to you. That is the only answer you will receive via ticket or phone. If you would like it fixed then send it to us with the information that Kevin has already provided you. Thank you. Mark

[ETHAN 1/25/2012 9:17:52 PM] So you`re saying it`s ok to send your customers faulty products and then let us spend even more money to fix YOUR mistake? Last XFX product I EVER buy. And I`m filing a complaint with BBB and calling credit card and calling you and getting on message boards and posting on Newegg. We`ll see who gives in.


Obviously I didn't edit out the part where I get annoyed and then pissed. I want you guys to see I'm giving you the full and honest picture of what happened. Besides, THEIR product failed and THEY are the ones that tried to pass off a used PSU as new, so I have every right to be pissed. Even if I was in the wrong, you never never should be giving attitude back to your customers.

So after that last smartass reply by Mark C, I called them like I said I would and asked for Leann Chang, the contact listed with BBB. The guy would not transfer me to her. He continues with the smug attitude and is like "you wanting to talk to Leann is like calling Microsoft and asking for Bill Gates." I'm thinking "Really smartass? There's like 20 people that work at XFX (Eastcom, Inc). I think Bill Gates deserves a bit more credit than that." But I bit my tongue and explained I wanted to talk to her about the complaint I filed and she is listed as the contact. He told me I could speak to "Eric". Eric or Mark. I said I don't want to talk to Mark, he got smart with me on the support ticket. So then he wouldn't transfer me to EITHER of them. I told him, "Well I'm just going to keep calling and writing bad reviews" and he says "You can do whatever you want, we don't care - " and I hung up at that point. Because that was the truth. XFX DOES NOT CARE ONE BIT ABOUT THEIR CUSTOMERS.

Unfortunately I paid using Newegg Preferred account, and they won't fight for me like a normal credit card company would. So I lose this battle, I have to pay to send in the PSU. The used/refurbished PSU that XFX passed off a new. And then died on me.

But I hate having to go thru this crap, and so I wrote this to (a) vent and (b) hope I save someone else from dealing with this company when their XFX product fails.

I tell you what, when I filed my complaint with the Better Business Bureau I saw that XFX has an "F" rating (that's the worst rating) and now I know why.


Edited by below20hz - 1/30/12 at 4:18pm
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post #2 of 135
I'm sorry but that is how a lot of companies operate, even bigger names such as Antec that have great customer service. You pay for shipping to them, they pay for shipping back to you. Pretty standard across the whole industry.
post #3 of 135
Quote:
Originally Posted by Shub View Post

I'm sorry but that is how a lot of companies operate, even bigger names such as Antec that have great customer service. You pay for shipping to them, they pay for shipping back to you. Pretty standard across the whole industry.

Yup. That is pretty standard. Helped out a friend RMA his PSU and he had to pay shipping.
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post #4 of 135
It's pretty well known that RMA processes suck. If you don't like it, then yes, maybe you should pursue other vendors. The problem with your case is pretty bad, but I'm sure you'll live. Just deal with it this one time and move on I guess.
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post #5 of 135
Wow, that is horrible. I've stayed away from XFX for a few years now, and last year a friend's XFX PSU died aswell, shortly after buying it. I'm glad I've stayed away from them, but it sucks that they wrote you off like that.
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post #6 of 135
you alway pay to ship item to any company for rma, where have you been.
post #7 of 135
Quote:
Originally Posted by Shub View Post

I'm sorry but that is how a lot of companies operate, even bigger names such as Antec that have great customer service. You pay for shipping to them, they pay for shipping back to you. Pretty standard across the whole industry.

This.
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post #8 of 135
I have always had to pay the shipping, unless they send the replacement first.
How much is the shipping?
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post #9 of 135
TD or NE?
I'm confused?

But yeah Ultra CS is the best, my 600w blew up while trying to run CFX.
They sent me a 1000w as a replacement.

N/M i'm unconfused

But why didn't you get a psu from TD on the spot?
Edited by grunion - 1/30/12 at 4:32pm
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post #10 of 135
You're probably going to end up having to pay for shipping. Sucks, I know. Hopefully you can get them to cover it. Good luck!
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