Possible faulty graphics card - RMA questions.

[GSDog]

Hi everyone.

I bought some new PC components from scan.co.uk about 3 weeks ago and I seem to be having some problems with it which I am 95% sure is caused by the graphics card (EVGA GTX260 SSC edition).

Here are the build specs;

Intel C2D E8400 @ 3GHz
Asus P5Q Pro (purshased elsewhere)
OCZ 4GB (2X2GB) PC2-8500 RAM (purschased elsewhere)
EVGA GTX260 SSC edition
Enermax Modu82+ 625W PSU
Western Digital Caviar Blue 640GB

The problem seems to be while running graphic intense games or programs. So far in CoD4, Crysis and Battlefield 2 (the only games I have been playing on this rig so far) the screen sometimes suddenly goes a solid black or grey colour (a few times it goes a very pretty pink or blue) and the sound loops. I have to restart the PC everytime.
It's happened 3 times today while playing Battlefield 2 which is very annoying.

Here is what I have done so far to find the problem;

1) Reseated everything in the case and double checked all the connections.
2) Updated/changed graphics drivers.
3) Ran memtest86 and Prime95 for over 8 hours (both passed without a hitch).
4) I ran FurMark and every single time I run it, whether in Benchmarking mode or Stability mode, I get the same symptoms that I get in games such as Battlefield 2 - the screen goes a solid colour and I have to restart. I've also seen temperatures hit a worrying 86C in FurMark. It usually crashes within just 80-120secs of running FurMark in stability mode.
5) I used the EVGA Percision tool and 'underclocked' my SSC card to the default clocks of the GTX260 (the SSC = Super-super-clocked edition). I noticed when I put the clocks to default GTX260 speeds, it is 100% stable. As soon as I put them back up to SSC speeds it crashes again. I suspect the card can't support it's pre-overclock.

I have been in contact with Scan and I now have an RMA number, however I have a few questions before I go ahead with it.
1) How long does the whole process usually take? I don't want to be without a PC for too long.
2) How do Scan test possible faulty graphics cards? Sometimes it can take hours in games before it crashes but usually in FurMark it dies in minutes.

I'm just worrying that it won't crash when I RMA it and I'll end up being charged £20-30!
I'd also like to hear your opinion on the symptoms and tests I have done so far.

Many thanks.

[GSDog]

Anyone?

I think I'm going to have to go ahead and RMA it. It's happened a few times while gaming today and it's incredibly annoying. I ran memtest86 again overnight and it passed with flying colours, so I am sure the RAM is OK.

[Oobie-]

Well, if you were sold the card that is supposed to function normally at those higher clocks, and its not, it seems clear that the product is faulty.

I hope you mentioned to scan that it works fine on default GTX 260 clocks. There may be some loop hole or something stupid.

Process can take between 5-10 working days from what I remember

[GSDog]

Well, if you were sold the card that is supposed to function normally at those higher clocks, and its not, it seems clear that the product is faulty.

I hope you mentioned to scan that it works fine on default GTX 260 clocks. There may be some loop hole or something stupid.

Process can take between 5-10 working days from what I remember

Thanks. I tried again and when I lower the clocks to default GTX260 speeds it does work flawlessly and runs FurMark for 1000secs without crashing. As soon as I put it to the default SSC clocks it dies in just 80-120secs in FurMark...
I didn't mention this to Scan because I only found out after the RMA had been accepted. Should I just throw in a short letter with the RMA explaining the problems and symptoms?

[rabbid]

indeed
also check out evga see if its a known problem and any bios fixes have been issued, just in case.
did you use any driver cleaner to make sure old drivers were completely removed and then try the new? probably wont help in this case from how it is behaving, but maybe worth trying jsut to eliiminate that.

[GSDog]

Just an update.

I sent the card back to Scan and as I expected they have confirmed it as faulty. I am now awaiting credit.

[GSDog]

Just an update.

I sent the card back to Scan and as I expected they have confirmed it as faulty. I am now awaiting credit.

Another update for you and unfortunetly it isn't good.

I was quite surprised to find a graphics card arrive in the post today. I specifically requested a refund on the letter that I sent when I RMA'd the card. The letter contained the RMA number so I know somebody would have read it. The RMA was started well within 28 days of the purchase so I know that I am entitled to a refund. I can only think that it was a mistake.

Not only that, the graphics card wasn't even sent with an outer box (which ironically Scan insist on when returning faulty items), it was just sent in a CityLink bag with no protection! The box of the replacement is not in good condition, it looks like it's been used with tear marks across it and the EVGA security seal is missing. It also has a knife mark across the front of the box!

I hope somebody from Scan can come back to me and find out what happened with my RMA. I would still like a refund as requested and will not accept a replacement in this condition.

RMA Number: 195291

Regards,

[Oobie-]

Hmmm that is odd. Im sure if you give them a call they can sort something out. Sucks that it wasnt done the first time though.
I've read somewhere else about a badly returned item to the customer. And its happened to me the other day, while not as bad, it does seem that the returns department are a bit "rushed" when sorting these returns out for us.

(My box was mashed up too, and had 1 sheet of bubble wrap round it and all the things in side seemed like they had just been thrown in. Some of the fan pins on the mobo were bent and a heatsink clip is missing!)

Im sure its not the case for everyone though.

[GSDog]

Hmmm that is odd. Im sure if you give them a call they can sort something out. Sucks that it wasnt done the first time though.
I've read somewhere else about a badly returned item to the customer. And its happened to me the other day, while not as bad, it does seem that the returns department are a bit "rushed" when sorting these returns out for us.

(My box was mashed up too, and had 1 sheet of bubble wrap round it and all the things in side seemed like they had just been thrown in. Some of the fan pins on the mobo were bent and a heatsink clip is missing!)

Im sure its not the case for everyone though.

I have recieved an email from Scan and they are now sorting out an RMA to replace it for a refund.
Apparently all RMA's are automatically set to replacement at the point the RMA is raised and an email is sent confirming the address of where the replacement is to be sent. In my opinion it would be better to ask the customer if they would like a refund instead of automatically asuming they want a replacement if it's within 28 days.

The replacement was sent in a normal plastic citylink bag with one sheet of bubble wrap - the box has tears in several places as a result of this. You'd think with a £230 graphics card that they would use an outer box. I now have to find an outer box to return it and pay the delivery costs to send it back.
I just can't wait to get my computer up and running again!

The response from Scan has been extremely quick though and I would like to thank Ian for sorting this out.