RMA for dead graphics card - no response?

[mejjar]

Hi there.

I sent a returns query ticket earlier today, and was just wondering how long I should wait for a response?

I ordered a ASUS GTX 670 DC2U (non-TOP) and Roccat Taito Kingsize mousemat in the included invoice number. The graphics card worked fine yesterday (monday 16th) when it arrived, but all day today (tuesday 17th) it has just caused game crashes, resulted in green/red artifacts all over both monitors the GPU was plugged into and eventually leading to a driver crash/slowing down the entire computer. I have not overclocked the graphics card, and it is not a factory overclocked model - it is running at stock 915/980MHz speeds (albeit the Kepler GPU Boost does kick in as you would expect, up to 1112Mhz). The temperatures of the card were under 65C the entire time, and my aux sensors in my case were under 20 - temperature is not an issue. I have enough power to run this card in my system (specs for reference):

Asus P8Z77-PRO Motherboard
Intel Core i5 3570k @ 4.6Ghz (graphics card/driver crashes occur regardless of overclock status)
G.Skill RipjawsX 8GB DDR3 1600Mhz Ram 1.5v
Crucial m4 128GB SSD
2x 1TB WD Caviar Black HDDs
Corsair 650W PSU (with four 12V rails with 18 Amps on each rail)

I have tried the card in different computers, with different power supplies, with multiple versions of WHQL drivers, even reformatting windows and the card still crashes/artifacts even on the desktop with no 3d environment running. I think this is cause for a RMA/replacement.

I was hoping to receive at least some confirmation that you had received my ticket (bar the OLQ number) or even an initial response before today's working hours ended but unfortunately not. Any help?

At least the mousemat is great B)

Thanks, the scan service was great. It's just unfortunate this card is faulty.

[Mark@SCAN]

Hi mejjar,

I have e-mailed you this morning with RMA instructions.

We received your RMA request at 14:20 yesterday, we aim to try and respond to all queries submitted via our website inside 24 hours.

Regards

[mejjar]

Thanks for the reply!

I was happy to wait, I was just unsure whether it had been received. Figured I was going to receive a confirmation email as well, haha.
I'll fill out the appropriate forms just now, thanks again.

[mejjar]

So after a week the RMA has been completed, with an invoice for a replacement being printed. However, you're out of stock of the particular card. I'm going to assume this will delay the replacement even further?

Is it possible to swap for another card of equal power/value? Just a bit fed up with the amount of time that's being seemingly wasted. Cheers.

[Mick@SCAN]

mejjar,

Replacement stock should be due on or around the 27th of July, if there are any further delays we can of course look at an alternative if you like.

Kind regards,

[mejjar]

Unless there's been a mistake, the page for the ASUS card has been updated: "Item due on 27 August 2012.". If this is correct, it'll be a bit too long for me to wait another month just to get the card in stock. I'll send another online query to see if we can get an alternative on the go, as this process is getting tedious. Thanks.

[Mick@SCAN]

mejjar,

It looks like the ETA has been pushed back by one month, we will send to an email to move this return forward.

Kind regards,

[mejjar]

Thanks. I replied yesterday with the requested details, just waiting on a refund to start a fresh order. Cheers for your help.