Faulty XFX GTX 260 - 5 months old

[Barrichello]

Good Afternoon Scan

I appear to have a XFX GTX 260 graphics card that has unfortunately died on me. I purchased it from your good selves on the 14th May 2009.

I have performed multiple troubleshooting options as detailed in this thread here (including my new Corsair PSU I got from you yesterday)....
http://forums.hexus.net/hexus-hardwa...e-new-psu.html

I have never had to return anything before (been lucky I guess) so not sure on the procedure, it seems that in the case of this card it says 24 months RTB and that I need a XFX ticket number? is that if it is after 12months?

http://www.scan.co.uk/Products/896MB...-plus-FarCry-2

I have tested fairly exhaustively and I am not able to call the XFX support number from home to test as their hours are 9-5:30 mon-fri when I am at work. I did register it on purchase with them when i purchased it from you and have all the original packaging. Can you explain the options available? I can call them from work but of course not able to troubleshoot anything with them form there with my PC at home (and at 60p per minute is rather costly)

As it is under 12 months old can i just return it directly to yourselves to resolve?

many thanks
B

[wesleyaldred]

Hi,

You need to speak to XFX support first via the warranty link advertised on our website, if XFX suspect a fault they will refer you back to Scan and by this point you will have a ticket reference number, from that point we can RMA an XFX item without it we cannot.

Wesley

Please DO NOT CALL THEM as this will cost you 60p a minute and will not generate a ticket number for you, please submit the information to them via the weblink.

[Barrichello]

Hi,

You need to speak to XFX support first via the warranty link advertised on our website, if XFX suspect a fault they will refer you back to Scan and by this point you will have a ticket reference number, from that point we can RMA an XFX item without it we cannot.

Wesley

Please DO NOT CALL THEM as this will cost you 60p a minute and will not generate a ticket number for you, please submit the information to them via the weblink.

Thank you for the fast reply, when you say the via weblink, do you mean http://xfxsupport.com? if log in there, only options i can click on is to register a new product, check drivers or a tab called Enquiries? i take it just click on enquires explain problem as much detail and send?

[wesleyaldred]

i take it just click on enquires explain problem as much detail and send?

Perfect !!

[Barrichello]

Hi, i have been in email contact with XFX and they agree that after further testing that the card does indeed appear faulty (i also tried my faulty GT260 in a friends PC at weekend with the same BSOD crashes as i am experiencing)

XFX have recommended i return the card to you and have advised of a Ticket reference to give you as well.

I have completed a returns query at http://web6.scan.co.uk/aspnet/Suppor...px?QueryType=R giving the XFX ticket reference, and my orginal invoice number (along will full explanation of the problem)

Just so i am prepared when they contact me (never had to RMA before) can i return by myself to you, or do you normally collect? Just that if it is the latter may have to specify a work address as opposed to home address that you delivered to on that particular order. Would this be a issue?

[Barrichello]

Hi,

I have got a RMA number from Scan and packing up the card now (i have all the original graphic card box packaging and instructions etc,and a bubble wrap bag to seal it in) but i am unable to find the OEM farcry cd or old nvidia driver cd (was not for my OS so think i may of lost/disposed off) I do not need any cds back so is it ok to just return card itself with instructions/packaging?

Please advise.

many thanks
B

P.S in regard to my address question, the RMA email asked which return address Scan should send back to so have advised back my work one.

[Mark@SCAN]

Hi,

Not returning these CD's is not a problem but please be aware the same CD's will not be sent with your replacement.

Regards

[Barrichello]

Hi - just rang up and spoke to Nick regarding this RMA (RMA ref 210901) - rather worrying that XFX found no fault with my card, but then glad that you guys saw the issues straight away when you started anything in 3D on it. As discussed im not to bothered on the "make" of the replacement you send me (although i will not shed a tear if its not XFX - after this experience) - i also hope that you guys can get to take issue with XFX to sort out my original one as well, because surely they performed no 3D testing at all it would seem.

Thanks for your help on this guys - appreciated.

[Barrichello]

Good morning guys, any update on this?

XFX have emailed me asking for a update on the case ref which is strange, should i tell them that they already have dealt with it - when they looked at my card, but failed to find the obvious problem which you guys found? or shall i leave that to you guys to resolve.

Either way - looking forward to a new card soon as my old one im using really is struggling in my current build, and the missus wants that back in her PC soon (shes living with "onboard" graphics at the moment)

[Barrichello]

Hi. You diagnosed my card as faulty a week ago today after getting it back from XFX, just checked online but the status has not moved? It still says at suppliers even though you have it back. Also in answer to above in my last post shall i not reply back to XFX? seems they don't really have a clue - was maybe just a courtesy response?

Is there anything else holding up the replacement after faulty diagnosis last week?

cheers

[Barrichello]

I am still awaiting a call back from the last time I managed to speak to someone back on 30th October - any chance of a call back (or even a post here) sometime this year?

As I have not heard from you in regard to my previous comments, and hence I have not replied to XFX, they have now closed the ticket. As said previously I don't see the fact that they did not diagnose a fault while you did (or seem to reference you sending my card with the original ticket) as being a reason why I have not received from yourselves either...

1. An new replacement (preferably not XFX)
2. A refund

You tested and found it faulty back on the 28th October, nearly 2 weeks ago. If you are unable to comply with points 1 or 2 above at this stage could I at least have the courtesy of a update of the status as nothing appears to have changes since 28th October.

regards