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A question (RMA story) (UPDATED: ASUS delivers!)

post #1 of 12
Thread Starter 
So my HD7970 was crashing and overheating and at a certain point I had enough. I contacted ASUS and explained the situation. They sent me an RMA # and had me ship the card in. When it arrived they repaired it, and sent it back.

Repaired card comes in. Clean drivers, install AMD drivers.... overheating and crashing. Called in again. They told me they told me they would look into a replacement card. Sent me the return shipping info, I mailed it in, and waited for the next card.

Next card comes in, and I am greeted by this:





No screws around the exterior and my backplate is missing. I called, pretty upset that something like that would get through. The guy I got (Lance) asked me to send him those pics so he could show his boss. He also told me they tried to repair my card as opposed to send me another (never said if they were out of stock or anything). He then stated that he would turn in an order to see about getting me another card. I got an email that I assumed was more return shipping info. Instead, I found a tracking # and a note saying my card should be in Monday. ??? So, potentially I have a second card coming in without having to send off my first one.

Here's the thing. After I got off the phone with them, I found some screws and screwed the PCB to the cooler properly, then wiped drivers, reinstalled, and installed the card. The card seems to work. I played BF3 with it, then ran Heaven with all settings jacked twice. Everything seemed to work fine. Here's my question: what would you do if the package with the second card did not have return shipping info included to send the other card back? I'm thinking I should call and make sure they meant for me to keep both, but at the same time selling those would either

- buy a 2nd GTX 680 with cash to spare
- WC loop
- save the cash
- keep both HD7970s in XFire
- Pay off majority of PC

I'm fully expecting return shipping info to be included in this package, rendering all this moot. I'm just curious as to what OCN would do. I'm pretty sure I'll test the card, then call then and ask if I was supposed to send the old one back. I don't know, though. What say you?
post #2 of 12
This is the BEST RMA story from asus ive heard. theyll probably let you keep it so they can try to repair their bad rma image.
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Streamer/Gamer
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post #3 of 12
The back plate is un acceptable ..

But if you have a temp issue remove the Heatsink and see what is going on and replace the tim and see if it still does it... Much less hassle then going thru the RMA hassle.

And keep the 2nd card if they want it they will ask for it.
    
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CPUMotherboardGraphicsGraphics
i7 3770k 5.2ghz  GIGABYTE G1 Assassin Sniper 3 7950 with Alphacool block 7950 w/ Alphacool Block 
GraphicsRAMHard DriveCooling
7950 w/ Alphacool block G.SKILL Trident X 2500mhz 2x4gb SanDisk Extreme 240gb sata III 6gbs x5 SwiftTech Apongee Drive II 
CoolingCoolingCoolingOS
Monsta 360 86mm thick rad X 4 MCP 35X Pump x2 400ML Frozen Q Fusion res x3 Windows 7 Ultimate 64 bit 
MonitorKeyboardPowerCase
CatLeap 2560x1440 + Acer hn274h bmiiid 120hz 3D Logitech G19 Corsair Ax1200 watts  Mountain Mods Ascension 
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post #4 of 12
I have heard of ASUS doing this on certain new products but only when they first make a credit card charge.When they recieve the bad card they issue a credit to your credit card.It sounds like part of the normal process is missing in your case.
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post #5 of 12
Was this an AWT RMA?
Sound like it is, standard procedure on a situation like this.
You should have received a PPL and as soon as your current card shows is the Fedex system the replacement card would be released to you.

PM me your case # and I have it looked into tomorrow.
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Mighty-iTX
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post #6 of 12
Thread Starter 
Quote:
Originally Posted by grunion View Post

Was this an AWT RMA?
Sound like it is, standard procedure on a situation like this.
You should have received a PPL and as soon as your current card shows is the Fedex system the replacement card would be released to you.
PM me your case # and I have it looked into tomorrow.

Not sure what you mean by AWT. I'm more than certain that I'll be calling and inquiring about this one. If ASUS wants me to send the card back, there's a very good chance I'll send it back. I think I'd feel pretty awful if I didn't send it back when I was supposed to. Gonna call tomorrow before the Fedex guy shows up so that way if I need to send it back I can do it tomorrow (assuming he shows up before work, anyway).
post #7 of 12
Advanced with tracking
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post #8 of 12
Thread Starter 
Gave them a call today after verifying the replacement card works. They said someone skipped a step somewhere, but they appreciated my honesty in calling. Fedex is coming to pick it up Wednesday

Sent from my DROID RAZR using Tapatalk 2
post #9 of 12
Thread Starter 
So... replacement card wouldn't boot today >frown.gif Talked to a supervisor. He's gonna try to pull me a brand new card. Otherwise, he said he'll personally stress test a card for 2 days for me to make sure it works before sending it out. I really hope it works this time. If not, I'll be speaking with someone higher about possible reimbursement.

Sent from my DROID RAZR using Tapatalk 2
post #10 of 12
Thread Starter 
Quick update: I sent off both my cards. ASUS did a cross shipping RMA for me (since I didn't have a card to put a $500 hold on). Got my package in the mail today..... brand new card. Very happy right now biggrin.gif
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