Sapphire RMA buyer beware - - An Overclocking Community
Forum Jump: 

Sapphire RMA buyer beware

Thread Tools
post #1 of 49 (permalink) Old 07-29-2014, 04:04 PM - Thread Starter
New to
hec4mu's Avatar
Join Date: Jul 2014
Posts: 1
Rep: 0
I recently (last week) sent in two video cards (R9 280x toxic) for Rma both having fan/bearing problems. It would make noise caused by the fan hitting against the side. I received a phone call today saying that my package was damaged due to a puncture in the box and one of the cards will not be replaced and that I would need to contact my shipper (usps) to file an insurance claim. I initially asked him why he was calling me today instead of as soon as he received the package and knew of this supposed incident when the shipping was only supposed to take two days (From California to California priority express). He tells me that they received it earlier but he just now received the package himself. He concludes by saying that he will send pictures of the package so I will be able to make a claim with the shipping provider. The phone call ended there with instructions on how to go about making a claim.

After a few minutes the pictures were emailed to me and the box it self look like it was forcefully pried open with a hammer or crow bar almost as if it was stabbed to death. The box was in horrible condition and it just didn't look like it was accidental handling damage from the shipper. I called the phone number back and got a non english speaking person and was shortly transferred back to the "rma manager." I told him that what he had told me and the condition of the box in the pictures it just didn't look reasonable and he responds with an annoyed tone that "if you had packaged it more efficiently and used foam peanuts, than this might not have happened. He goes on to say that my package was "loose" and the cards moved around a lot. So then I went on to say well I thought this was due to the shipper's handling and pointed out the huge contradiction from his two different explanations. In addition, I told him that my packaging was very secure in bubble bags and padded bubble wrap packages where there would be NO possibility of movement from the cards within the box. I furthermore asked him why it took so long to contact me and he goes on to tell me that his RMA department initially received the packaged and it was then escalated to him, as this is where he introduces himself as the "RMA manager." I went on to ask him if he had initially opened the box himself after the rma dept. received it and he says he had not. It was opened by the rma dept. then sent up to him. So I further asked him how he knew exactly 100% that my packaging was "loose" and not in "efficient" manner when he was not the one that opened the box himself. I asked him if it was a possibility that the person that initially opened it packaged the box EXACTLY the way I did when sending it up to him, the manager. I pointed out his contradictions and told him that he shouldn't blame the customer when he wasn't even the one to initially receive that package.

This is where he starts getting really annoyed and angry after pointing out his faults in his story and starts talking over me and shouting for the next 4-5 mins in which I cannot get another word in. He then concludes by saying "whether it was your fault or ours there is nothing we will do but replace one card and to go file a claim with the shipping company."

Not sure if the "RMA manager" is Tony but the email I received was from [email protected]
I have been a long time supporter of sapphire cards and never had a problem with sapphire cards until now. This is my first time experience sapphire rma and will be my last. I will no longer purchase any sapphire cards as long as Sapphire outsources their RMA work to athlonmicro.

I should state that the cards when purchased we're about $450 each and in hindsight for my own sake should have purchased $900 worth of insurance. The default insurance is only $100. So losing out $350 really blows but what made it 100x worse is the "customer service" and attitude of the "rma department" of athlon micro. Furthermore in hindsight, I should have just replaced the fans on the cards myself. There was nothing wrong with the cards but the fans. Only reason I didn't was because I still had at least a year of warranty and read that messing with a fan voids warranty. I've never had a package damaged and my negligence of not purchasing the sufficient amount of insurance is my fault. I'm not 100% certain that it wasn't a shipping accident and also cannot say that athlon micron did/did not sabotage my package/cards but what I can for 100% certainty say is that this rma department is very shady, rude, and unprofessional.

I hope that this story can help other people in their future purchasing decisions.
hec4mu is offline  
Sponsored Links
post #2 of 49 (permalink) Old 07-29-2014, 04:10 PM
New to
Azuredragon1's Avatar
Join Date: Jun 2011
Posts: 962
Rep: 43 (Unique: 39)
Wow that really sucks.

Azuredragon1 is offline  
post #3 of 49 (permalink) Old 07-29-2014, 06:15 PM
New to
fashric's Avatar
Join Date: Mar 2010
Location: Midlands, UK
Posts: 2,086
Rep: 141 (Unique: 124)
Wow that's disgusting. I take it its too far for you to go there in person? I would also recommend taking it above this guys head as he sounds like a right ass.

fashric is offline  
Sponsored Links
post #4 of 49 (permalink) Old 07-29-2014, 06:21 PM
New to
szeged's Avatar
Join Date: Nov 2012
Posts: 17,347
Rep: 737 (Unique: 415)
and sapphire wonders why they got made fun of on the forums before...
szeged is offline  
post #5 of 49 (permalink) Old 07-29-2014, 06:27 PM
New to
FreeElectron's Avatar
Join Date: May 2013
Posts: 2,329
Rep: 34 (Unique: 30)
As far as i know, you should not accept delivery of a package if it is harmed.
So if a shipping company sends me a broken or damaged box then, i have the right to decline accepting this box and proceed with actions as if the package is lost.
I do not know how is this with companies , but if they accepted it from the shipper damaged then it's their responsibility.

I don't know where do you live but hopefully somewhere where you can sue this company or file a complaint some where.

FreeElectron is offline  
post #6 of 49 (permalink) Old 07-29-2014, 06:36 PM
New to
i7Stealth1366's Avatar
Join Date: Jan 2010
Location: Kansas City, MO
Posts: 2,524
Rep: 73 (Unique: 63)
Wow, I will never buy from them.

i7Stealth1366 is offline  
post #7 of 49 (permalink) Old 07-29-2014, 07:27 PM
New to
FreeElectron's Avatar
Join Date: May 2013
Posts: 2,329
Rep: 34 (Unique: 30)
Sapphire Rep
Try contacting this guy. hopefully something can be done.

FreeElectron is offline  
post #8 of 49 (permalink) Old 07-30-2014, 05:40 AM
New to
WanWhiteWolf's Avatar
Join Date: Jun 2014
Location: Munich
Posts: 248
Rep: 14 (Unique: 11)
If someone would have done this in Germany and you happen to have the recorded conversation, you would have made a lot of money. In a simple words : It's illegal.

If I were you I would ask nicely for a replacement and I would point that failing to do that would result in a formal complaint to customer service and perhaps a lawsuit. Trust me ...managers don't want to deal with this, especially if there is a chance to lose (and in this case is quite certain). They risk their entire career (not to mention the company reputation). Even if he has to pay out of his own pocket, that's perhaps 2-3 hours of his time.

If you want a reference: 2 years ago I made a bus reservation for a 20 km travel. When I arrived at the spot there was no seat available. I had to reach the destination so I stood up 20 km. Wasn't a big deal or anything but it seemed unfair. I made a complaint to get a refund for the ticket but it was refused. My lawyer send a formal complaint to the company. I got a formal apology and one-year free travel in all Germany. (such a ticket would cost 200 times more then my bus ticket).

"When everything else fails, read the instructions"
WanWhiteWolf is offline  
post #9 of 49 (permalink) Old 07-30-2014, 05:50 AM
New to
Capt's Avatar
Join Date: Jan 2012
Posts: 3,157
Rep: 148 (Unique: 126)
Always hated Sapphire and their RMA process. Defiantly not buying another Sapphire card after this.
Capt is offline  
post #10 of 49 (permalink) Old 07-30-2014, 05:52 AM
New to
szeged's Avatar
Join Date: Nov 2012
Posts: 17,347
Rep: 737 (Unique: 415)
sticking with evga for nvidia, msi for amd. best bets when it comes to rmas.
szeged is offline  

Quick Reply

Register Now

In order to be able to post messages on the - An Overclocking Community forums, you must first register.
Please enter your desired user name, your email address and other required details in the form below.
User Name:
If you do not want to register, fill this field only and the name will be used as user name for your post.
Please enter a password for your user account. Note that passwords are case-sensitive.
Confirm Password:
Email Address
Please enter a valid email address for yourself.
Email Address:


Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
Thread Tools
Show Printable Version Show Printable Version
Email this Page Email this Page

Forum Jump: 

Posting Rules  
You may post new threads
You may post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off