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Thread: Delayed RMA

  1. #1
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    Delayed RMA

    Scan,

    As I noted in this thread, on the 1st July I initiated a return (RMA: ***318) for a faulty XFX 8800GTX graphics card. You received and tested the card and verified the fault on the 4th July. On Monday the 7th July I was informed that the card would be sent of to XFX for official verification of the fault and that it could take 10 working days. I later received confirmation that the card was sent by yourselves, to XFX, on the 9th July.

    Eleven whole working days have now passed and I can't seem to get a straight answer out of your support staff. I was informed on the 22nd July that you were still expecting a response within 48 hours. However, 48 hours came and went, without any contact. I was informed yesterday morning that you have "requested an update"; another 24 hours have since gone by without word.

    I've asked for a time frame on the aforementioned update and also enquired about receiving a refund as I'd rather purchase a new card now and be credited with the amount XFX provides for a replacement; I've been without my system, as a result, for just under four weeks. This has yet to be addressed.

    My patience is now beginning to wane. Throughout the return I've had to take an extremely proactive approach to keep informed of the situation, very little information gets offered up freely. I now seem to have hit a brick wall. I understand that to a degree this is due to XFX but as I can't deal with them directly I really need you to get to the bottom of the situation.

    Just to be clear... your staff have been very polite and for the most part, when prompted, very informative (special thanks to an "AndyC" for quickly testing and finding the fault I described) but things are now beginning to drag on and I'm feeling a little left in the dark. I thought I'd try my luck with another medium of communication.
    Last edited by Jaroki; 25-07-2008 at 05:12 PM.

  2. #2
    Scan Computers - Tech pands@scan's Avatar
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    Re: Delayed RMA

    ill drop the guy who sends XFX cards away an email now and ask for an urgent update
    pands.goggles


  3. #3
    Scan Computers Technical/Returns Mark@SCAN's Avatar
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    Re: Delayed RMA

    Hi,

    Please check your gmail.com e-mail address and reply to the OLQ accordingly.

    Regards

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    Re: Delayed RMA

    Thanks. I've replied enquiring if I can pay the difference for a 260.

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    DILLIGAF GoNz0's Avatar
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    Re: Delayed RMA

    did they dig out a 8800gtx for you as well ?

    i took the offer as 1 gtx280 is about the same as 2 8800's, so im going ot save a few hundred quid until something better comes along

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    Re: Delayed RMA

    I was offered a 512MB 9800GTX from BFG.

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    DILLIGAF GoNz0's Avatar
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    Re: Delayed RMA

    that was what i was told i would get, but refused initially as its no use to go sli with, why would i want less memory anyway

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    Re: Delayed RMA

    I would say the 9800GTX is the closest there is in terms of performance to an 8800GTX, sure it has less memory, but only because you can't have 512MB on an 8800GTX, but it does run cooler/less heat, and also a fair bit better in most games on 1650x res and lower, also another point is what game you play that would use 768MB of VRAM, I'd have to say none for now or near future, certainly the 8800GTX performance wouldn't cope with such settings.
    Unless my memory fails me, 8800GTX doesn't pull away by much at all on high res.

    I'd graciously accept it as a replacement, I'd also be wary of 8800GTX replacements, simply because they've been EOL for some time, physically a 9800GTX should be in better shape.
    Just my view.

  9. #9
    DILLIGAF GoNz0's Avatar
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    Re: Delayed RMA

    well in my case im running SLI so i prefer the same back, and bf2142 uses 700+mb according to rivatuner, i was shocked to say the least

    at least i can go back to sli while i wait for something better to replace them both.

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    Re: Delayed RMA

    GoNz0, did you get a response to your acceptance? I've heard nothing as yet (to my enquiry about paying the diff for a GTX 260), looks like I'll have to wait until Monday.

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    Re: Delayed RMA

    well mine was straight forward, i said yes to a 8800GTX, i got a memo saying they cant ship today and i will get it tuesday, i dare says yours has to be approved 1st.

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    Re: Delayed RMA

    I got an email nice and early this morning. Apparently the person I'm dealing with needs to confirm the value of the refund they recieved from XFX, which is understandable but hopefully shouldn't take long to do; since I've been offered a 9800GTX I assume they have this information to hand somewhere.

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    Re: Delayed RMA

    Well it looks like another day is going to pass without a satisfactory end to my return. I'm having some trouble determining why it would take 6+ hours to confirm how much XFX coughed up for a replacement, especially since you've already offered me one.

    I do appreciate you accommodating my request to upgrade the card on offer (I've stated that if it's simpler for you, I'll take a refund) and if tomorrow wasn't the fourth week since this process began I would probably have a great deal more patience. So, Scan, you'd make me very happy if we could get this all wrapped up by tomorrow.

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    mutantbass head Lee H's Avatar
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    Re: Delayed RMA

    Jaroki,

    I've asked the returns department to look at this, put to speed things up I would advise using the OLQ system as opposed to the forum.

    Best Regards,

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    Re: Delayed RMA

    Thanks. I had replied to the query via email twice before my last post. Over the past four weeks, only on two occasions have I received a response to a query on the day it was raised/replied to. In one case I received two generic emails regarding returning the item and in the other I received a lone sentence which stated you would look into an issue I raised, another question I posed in the same query went unacknowledged and remained so.

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