Anyone else have problems with XFX support?

621 Views 17 Replies 8 Participants Last post by aevanee, Apr 2, 2009

aevanee

Discussion Starter · Mar 6, 2009

Just wondering if anyone is in the same boat I am? My 9600 recently started having issues and I need an RMA, I opened a "ticket" and 6 days later got a response saying I needed to verify my account information for RMA. I verified, and now its been another week without a response. Is this outrageous or is this the average time it takes to get something done?

1 - 18 of 18 Posts

Ruredee

· #2 · Mar 6, 2009

Do they have a number you can call?
Ive always gad better luck on the phone.

zomgiwin

· #3 · Mar 6, 2009

it was like that for my 9800GX2 which i just RMAd
they are a bit slow as of late, but still working

aevanee

Discussion Starter · #4 · Mar 6, 2009

I've looked all around trying to find a phone number, but can only find the "UK only" number.

Krusher33

· #5 · Mar 6, 2009

Let's see where do I begin???
Had a problem with an old build(over 3 years):
*BFG video couldn't help me, said RMA, sent email not more than an hour later.
*ECS motherboard... yeah, put in support request 3 weeks ago, got the auto confirmation email and I still have yet to hear ANYTHING from them.

Then I had problem getting new board, cpu, and ram to work:
*MSI said return the board to vendor, I said I can't, he said ok, RMA in email... hour later it is.

Now here's the funny part, turns out (after they walked me through their 101 steps to narrow the problem)... it all works! Just needed to reset CMOS and boot with only ram, cpu, and video card, change settings in bios, and viola! Didn't need to RMA anything!

So my answer to your question... call em or email em. Something's up. Shouldn't take that long if all these companies were able to get me an RMA number in a hour with the exception of ECS of course.

(waits patiently for a reply from ECS)

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Krusher33

· #6 · Mar 6, 2009

Found a number for you on newegg in the manufacturer tab of a product description:
http://www.newegg.com/Product/Produc...82E16814150229

Hope it helps.

reptilematt

· #7 · Mar 6, 2009

I hope XFX is ok with support. That was the whole reason I bought from their Radeon series. As for MSI, I absolutely love their support ticket support. It's almost like speaking to them through AOL instant messenger -- simply amazing.

PCTaylor

· #8 · Mar 6, 2009

I just RMAed my 9600gso to them. It was two days after submitting for it that they wanted to verify my info (typical, I assume). It was two hours past that to get the RMA number, and it was about a week and a half to get a replacement card (which they replaced my GSO with a GT).
I was mildly satisfied.
They're probably just bogged down right now.

aevanee

Discussion Starter · #9 · Mar 6, 2009

Quote:

Originally Posted by Krusher33

View Post

Found a number for you on newegg in the manufacturer tab of a product description:
http://www.newegg.com/Product/Produc...82E16814150229

Hope it helps.

Thanks for the find, I'll try it out and let you guys know what happens.

Quote:

Originally Posted by PCTaylor

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I just RMAed my 9600gso to them. It was two days after submitting for it that they wanted to verify my info (typical, I assume). It was two hours past that to get the RMA number, and it was about a week and a half to get a replacement card (which they replaced my GSO with a GT).
I was mildly satisfied.
They're probably just bogged down right now.

Well that is certainly encouraging, hopefully my ticket isn't the one that falls through the cracks.

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2

grunion

· #10 · Mar 6, 2009

Quote:

If you require Technical Phone Support in North America please call 800-880-3225 9am - 5pm PST.

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Krusher33

· #11 · Mar 6, 2009

Woo hoo! My first rep point!

Sorry, off topic, a little bit excited...

(still waiting on something from ECS)

Reactions: 1

aevanee

Discussion Starter · #12 · Mar 7, 2009

Well, I guess all it took was a bit more patience on my part, they just responded again to my ticket instructing me on how to RMA. Hopefully, this goes smoothly and it doesn't take another 2 weeks for them to return a new card. I'll try and remember to update this thread if/when I receive a new card.

aevanee

Discussion Starter · #13 · Mar 25, 2009

XFX just received my card this morning and obviously I'm a bit anxious to see what exactly is going on. Does anyone know a way to check the RMA status, without bugging them on the phone about it every few days?

grunion

· #14 · Mar 25, 2009

Quote:

Originally Posted by aevanee

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XFX just received my card this morning and obviously I'm a bit anxious to see what exactly is going on. Does anyone know a way to check the RMA status, without bugging them on the phone about it every few days?

Bug bug and bug some more.
Do you have an online ticket?

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aevanee

Discussion Starter · #15 · Mar 25, 2009

Quote:

Originally Posted by grunion

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Bug bug and bug some more.
Do you have an online ticket?

Yes I do. I had thought about trying to get updates through that, but at the rate they were responding to me earlier I'd hope a new card would be delivered before I received a response. Guess I will just go the telephone route.

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FieryCoD

· #16 · Mar 25, 2009

I have never had any personal problems with XFX myself. My ticket with them was simple, one message per day explaining how to fix my problems. They're top-notch!

aevanee

Discussion Starter · #17 · Mar 26, 2009

Well after a slow start XFX seems to be on the ball with my status now. They updated me the day they received the video card, and today they have updated me stating that the card was tested to be indeed faulty, and a technician will contact me to shortly to discuss how to complete the return. Hopefully these prompt replies continue and I can get a video card back shortly!

aevanee

Discussion Starter · #18 · Apr 2, 2009

Well, XFX has really turned things around after the slow start. I just got my video card back today and it works fine. Overall, service was a bit slow but in the end I'm pretty happy about it.

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