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Premium Priority Warranty

Firenze

Firenze

Firenze

Associate
Joined
18 Nov 2009
Posts
320
Location
At my PC
How does it work?
I've got an XFX 5870 I need to RMA, but the information I've been passed via the webnotes seems to say it'll be just like any old RMA and it'll have to go back to the manufacturer. Did I pick this card under false pretenses that I'd have a smoother ride if something went wrong?
 
Did not buy from OcUk myself but did wonder wether I should have given the 2 yr PPW.

Having read the details provided in the sale partic's.and the support section did believe that OcUk would deal themselves .

Have read articles elsewhere advising that in Europe xfx do not do any direct warranty but rather rely on their retail partners - but such retail partners will, often, ship cards for testing to xfx before replacing etc.

Would be interesting to know how your RMA goes -Sorry cannot be more help. Good Luck (I'm sure that OcUk will do good :D)
 
***EXCLUSIVE Premium Priority 2 Year Warranty***

In the unlikely event of your card failing within 2 Years, OcUK will replace your card with a brand new one, pending testing within our standard RMA terms and conditions http://www.overclockers.co.uk/support.php

That to me says your dealing solely with OcUK and the standard OcUK RMA service. Any XFX problems are between XFX and OcUK.
 
jigger said:
That to me says your dealing solely with OcUK and the standard OcUK RMA service. Any XFX problems are between XFX and OcUK.
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Agreed !

If my first post in any way implied that the customer would have to deal direct with xfx ,my apologies !! This I do not believe is the case - I was looking to 'observe' that it may be the case that OcUk may return the item to xfx for testing.
 
thanks guys, I hope it was just that the guy who read the webnote didn't fully read the specs and that my problem will be dealt with swiftly by OCuk
 
So. Anyone from OCUK want to tell me what the point is with the Premium Priority Warranty is all about. How it is any different from a regular warranty?

"***EXCLUSIVE Premium Priority 2 Year Warranty***

In the unlikely event of your card failing within 2 Years, OcUK will replace your card with a brand new one, pending testing within our standard RMA terms and conditions http://www.overclockers.co.uk/support.php"
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Says to me that should anything be wrong with my card within 2 years of purchase OCUK will test it, and if faulty send me a fresh one direct. So why after testing and finding fault am I waiting for XFX to replace my card? Seriously.
 
I don't understand some companies, where I used to work, if we got a graphics card back, we tested it, if it didnt' work and it hadn't obviously been mangled by the customer(sometimes they are, and its obvious, like a MSI mobo where someone used the wrong usb plugs in the wrong ports and the board had obviously been on fire for some time by the state of it :p ) we'd simply replace out of stock, send the faulty card off, get a new one back, stick the new one back in stock, jobs a goodun.

VERY rarely do companies send repaired products back, its simply not worth the time or effort. The increased speed in turn around for the customer means that person will more likely continue to shop with you in the future.

OCUK should do the same, test, and replace out of stock. Obviously thats an issue with older cards and things out of stock, but who can blame them at that point.

Two stores, one was OCUK, RMA'd mobo's that were out of stock and the "previous gen" chipsets, both occasions I e-mailed and asked if they could simply replace out of stock with an equivilent new board(ie same priced by the new chipset). Both times I waited , i think 2-3 weeks for OCUK and 6 weeks for a Manchester based competitor, just to have them ship a board from stock when the respective companies told them they didn't have any boards to replace it with. Both times I could have been sent the board the next day after testing, no idea why companies don't do it.

I now mostly buy from two companies who "most" of the time replace out of stock if I have problems without the painful month wait missing a mobo/gpu/memory/whatever.

EDIT:_ SOrry meant to say that thats exactly what their priority RMA sounds like and what I'd have expected in terms of service had I bought that card, even more so if I bought from OCUK over somewhere else especially for the RMA.
 
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Mr Paul said:
You shouldn't be. Call them!
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The funny thing, I did. I called them the day it had been tested and was given a rather hopeless message, to the effect of "within 28 days we replace, outside our regular warranty applies." when I tried to point out that it was a premium priority product, I was quoted exactly the same thing.

@drunkenmaster - I agree completely. If a product was still under warranty and faulty, a company should replace from stock and send the original to the manufacturer's to be replaced, but there are obviously reasons against it. Shame though.
 
Firenze said:
The funny thing, I did. I called them the day it had been tested and was given a rather hopeless message, to the effect of "within 28 days we replace, outside our regular warranty applies." when I tried to point out that it was a premium priority product, I was quoted exactly the same thing.

@Drunkenmaster - I agree completely. If a product was still under warranty and faulty, a company should replace from stock and send the original to the manufacturer's to be replaced, but there are obviously reasons against it. Shame though.
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Thing is I do understand, some companies do send out repaired stock which would leave OCUK in this case with an unsellable as new part after sending out a new part. Thing is in my experience, I can't remember in all my time in the store, being sent a repaired unit that wasn't sellable as new. Certain companies also not insisted but suggested we replace directly from stock.

I bought a couple shuttle systems years ago for friends who wanted tiny systems, after working in the RMA department, seeing the painfully high RMA rate and having Shuttle tell people , replace out of stock, we'll never give you an issue with RMA's, all because basically the failure rate was so high it wasn't worth the hassle and they just wanted as quick turn around on RMA as possible so thousands of people weren't badmouthing them on forums.

Likewise we got loads of Antec PSU's that died, not because they were worse, but because so many case's come with Antec psu's we just sold 10 Antec psu's to 1 of any other brand. Antec rocked for RMA's, replace out of stock, wait a week or two for a HUGE box full of psu's thats too heavy to lift by hand we had so many, send them back and they'd send a batch of brand new ones a day or two later.

Thing thats stupid is repairing cards takes time and pretty much costs more than it costs them to send out a new card, as they only make $10-20 a card themselves, as all the profit is shared around, and it will cost $10-20 in time to repair and probably replace again at a later date.

They should just agree to always send a new replacement and for retailers to all replace from stock (when they have it).
 
Firenze said:
The funny thing, I did. I called them the day it had been tested and was given a rather hopeless message, to the effect of "within 28 days we replace, outside our regular warranty applies." when I tried to point out that it was a premium priority product, I was quoted exactly the same thing.
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You should keep on at it, as already said you should ask for Fatboy and / or ask for it to be escalated because you paid for an enhanced warranty service.
 
I had a XFX PSU that blew up i sent it back and was told i had to wait. ( i will say my item was NOT advertsed with premium priority stuff)

After 1 month waiting i rang and had a little moan and they sent me one out from stock which i was very happy about. Why that could not have happened straight away i don't know.

And to advertise a product with a service then not provide it im sure that is against some regulations.
 
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