MSI 580 GTX RMA problem

[Ph4ZeD]

I've been a good customer of Scan's for a number of years. I ordered a 580 GTX as a little birthday present to myself in March 2011. For the first few months everything was fine - the card performed a treat and lived up to expectations of delivering really powerful performance.

Around three months into ownership, while playing a game, Windows bluescreened. I reset the machine, and the entire screen was pixelated. Even as it POSTed, then loaded into Windows, the screen was covered in flickering pixels everywhere. Reset, the same thing. The computer crashed as it tried load the Windows desktop, then would restart all over again. I turned the machine off, and left it 10 minutes. The exact same thing happened. The computer (which had been 100% stable for months) would not load into Windows and would loop endlessly while the screen was pixelated.

I swapped the card out with an old 5770 that I knew to be stable. The machine booted fine first time and loaded into Windows. I then played some games to see if it was OK. Everything seemed fine. I then placed the 580 GTX back in, and everything seemed normal. Quickly loaded a few games, ran a MSI Kombustor stress test, everything was fine. Weeks went by with no problems with it.

Then it happened again. I would be playing a game, then the screen would flicker black, then come back on with a "driver crashed" message, and the screen pixelated. Restarting only resulted in a pixelated, flickering screen even in the BIOS. Taking the card out for 10/20 minutes and disconnecting it seemed to fix it temporarily. Again, it would work for a period before the same problems. I updated drivers, did a clean reinstall of Windows 7, no matter what I did, the same thing would always happen. I've been a loyal Scan customer and spent many thousands and this is my first RMA - I hope this won't be my last purchase after all the goodwill that has been built up.

Just to disregard all the obvious stuff - the card is in a Raven Rev. 02 case for great aircooling, is powered by a Corsair HX620 and different driver/OS combinations have been tried with no avail. I RMA'ed the card to Scan (RMA 256877) and received my email today saying the card has been tested with no fault found.

[Mark@SCAN]

Hi,

Due to the nature of the problem I can only suggest we return the card on your behalf to MSI for further testing.

As you have said the card will work ok for weeks then produce the problem reported, as I am sure you can appreciate we would be unable to test the card for the length of time required to re-produce the fault.

We currently have run a number of graphical benchmarks and also ran MSI kombuster on the card for over 2 hours without any problems experienced.

Regards

[Ph4ZeD]

Hi Mark. I appreciate your efforts and that there are limitations to what Scan can do. My own benchmarks and stress tests had the same results as your own. I think returning to MSI might be the best option, unless you can think of some other cause of the problem, like the PSU not providing enough power? I think thats pretty unlikely though.

EDIT: Did a bit of research and there are lots of people running 580GTXs on HX620 PSUs. There really is no question in my mind that the card is faulty.

[Ph4ZeD]

If I could get an update on this, I've not received any emails or posts here. The chances of having this resolved by Christmas seem to be disappearing over the horizon.

[Mark@SCAN]

Hi,

I have instructed our returns department to return the card to MSI for further testing on your behalf. Once I have confirmation of this I will update you further.

Please note that this process could take between 2 - 4 weeks.

Regards

[Ph4ZeD]

Thank you Mark, I have ordered a 560 GTX from yourselves to keep me entertained over Christmas. Please keep me updated.

[Ph4ZeD]

Its been a couple of weeks, was wondering if I could get an update.

[Mark@SCAN]

Hi,

I have chased this for you with our returns department and will update you further as soon as I get a reply.

Regards

[Ph4ZeD]

Thanks Mark, not in any particular rush.

[Ph4ZeD]

Bumping again to try and find out whats going on.

[Ph4ZeD]

Hassling Scan for some info.. had no email or contact of any kind.

[Mark@SCAN]

Hi Ph4ZeD,

Sorry for the delay,

Our returns department have confirmed that the card is with MSI and the outcome of their testing should be known by the end of the week.

Some of the delay has been caused by the Christmas/New year holidays but hopefully it looks like the return is now drawing towards a conclusion.

Will update you further later this week.

Regards

[Ph4ZeD]

Thanks Mark. Will be waiting eagerly!

[Mark@SCAN]

Hi Ph4ZeD,

Sorry for the late reply. I have again chased this for you with our returns department and expect to come back to you with an update before the end of the day.

Regards

[Ph4ZeD]

Quite remarkable how long this has dragged on for.

[Mark@SCAN]

Hi Ph4ZeD,

Good news at last!

MSI have identified a fault with your returned card and have shipped us a replacement. I am just awaiting our goods in/returns department confirming receipt of your replacement card from MSI.

As soon as I have this I will drop you a PM with the tracking details on.

Regards