The customer isn't always right, far from it.
That aside, the other guy is a vendor rep. He isn't someone who works in returns, he just liaises with them. This is the guy doing his job, so let him do it.
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GIGABYTE Aorus GTX 1080Ti Xtreme 3rd RMA?
- Thread starter Pipo
- Start date
That aside, the other guy is a vendor rep. He isn't someone who works in returns, he just liaises with them. This is the guy doing his job, so let him do it.
Yes you are correct, the grey area came when the retailer couldn't find a fault.
My post was before we got the extra info that he didn't send it direct to gigabyte. My response was based on the first post only.
But you are correct that once the retailer or independent expert confirms a fault there is one opportunity for the retailer to fix the problem within a reasonable time. If that fails you are entitled to a refund if you request it.
http://www.legislation.gov.uk/ukpga/2015/15/notes/division/3/1/3/4/6
Thanks for explaining the former and confirming the latter, Sasahara.
Having three faulty cards doesn't mean his system is shafted, I had three faulty rx cards and people said same to me I swapped it to a nvidia 1070 and everything been fine since then.
Go back to the retailer show all the reference from gigabyte as proof there has been issue, it doesn't matter if they swapped it at all. That's the retailer and gigabyte issue one that is easily solved for a business especially if you have references etc.
Go back to the retailer show all the reference from gigabyte as proof there has been issue, it doesn't matter if they swapped it at all. That's the retailer and gigabyte issue one that is easily solved for a business especially if you have references etc.
I contacted GBT two days ago and asked them if I can get brand new card. Since GBT is not retailer/shop, they could not send me brand new card. GBT has contacted HQ in Taiwan about my request for brand new card. They asked me some information about my setup, bios, drivers, and video of the issue. Now I am waiting for response from Taiwan.
Thank you all for your help.
Thank you all for your help.
some updates
Gigabyte agreed to swap my card once again. I sent my card to Gigabyte with crashing issue, they sent back me exactly the same card which I had once before. So now I have the card with fan issue again. They keep saying that card is ok. That card is not OK. One fan makes noise, it is not loud but I can hear it. When I stop that broken fan, there is no noise anymore.
Anyway, with my very first RMA at Gigabyte...they say that my first issue with crashing in OC mode was fixed by flasing BIOS. Well, they did not flash BIOS. They just swapped my card for another one (refurbished) and told me that card was fixed by flashing BIOS. I did not know that back at that time. I found out this when I compared my pictures of my original card with pictures of my current card.
THIS IS MY ORIGINAL CARD
http://imgur.com/a/nhhvO
THIS IS MY CARD WHICH I RECEIVED AFTER MY VERY FIRST RMA
http://imgur.com/a/lMQCz
These cards are not the same. The SN sticker on my original card is placed much closer to the copper heatsink than on the second card. There is another sticker 4/D/HJ3763 01912 placed upside down on my original card, on the second card sticker is located correctly. On my original card there are some scratches on the right side of the heatsink, but no scratches on the second card. The second card has lot of scratches on the left side, but not on my original card. Even some of the screws on the backplate are in different position.
THIS IS MY CURRENT CARD (physically same like card posted before)
http://imgur.com/a/3f1Xm
Now when I found out that GBT swapped my card at my very first RMA without my knowledge , the lot of my issues make sense. Reason why I started having issue with fan after my first RMA is because they swapped cards. I had never issue with fan on my original card nor on the card after first (officially) swap.
I already asked my retailer to use my right to final reject the goods and get full refund since all attempts to repairs have failed so far. I guess there will be problem with that since my retailer and GBT could not find fault with fan last time. I still do not have reply from my retailer.
sorry for my english
Gigabyte agreed to swap my card once again. I sent my card to Gigabyte with crashing issue, they sent back me exactly the same card which I had once before. So now I have the card with fan issue again. They keep saying that card is ok. That card is not OK. One fan makes noise, it is not loud but I can hear it. When I stop that broken fan, there is no noise anymore.
Anyway, with my very first RMA at Gigabyte...they say that my first issue with crashing in OC mode was fixed by flasing BIOS. Well, they did not flash BIOS. They just swapped my card for another one (refurbished) and told me that card was fixed by flashing BIOS. I did not know that back at that time. I found out this when I compared my pictures of my original card with pictures of my current card.
THIS IS MY ORIGINAL CARD
http://imgur.com/a/nhhvO
THIS IS MY CARD WHICH I RECEIVED AFTER MY VERY FIRST RMA
http://imgur.com/a/lMQCz
These cards are not the same. The SN sticker on my original card is placed much closer to the copper heatsink than on the second card. There is another sticker 4/D/HJ3763 01912 placed upside down on my original card, on the second card sticker is located correctly. On my original card there are some scratches on the right side of the heatsink, but no scratches on the second card. The second card has lot of scratches on the left side, but not on my original card. Even some of the screws on the backplate are in different position.
THIS IS MY CURRENT CARD (physically same like card posted before)
http://imgur.com/a/3f1Xm
Now when I found out that GBT swapped my card at my very first RMA without my knowledge , the lot of my issues make sense. Reason why I started having issue with fan after my first RMA is because they swapped cards. I had never issue with fan on my original card nor on the card after first (officially) swap.
I already asked my retailer to use my right to final reject the goods and get full refund since all attempts to repairs have failed so far. I guess there will be problem with that since my retailer and GBT could not find fault with fan last time. I still do not have reply from my retailer.
sorry for my english
Hi Pipo,
our RMA center takes the card completely apart when an issue is reported and they check it thoroughly.
If during the process parts such as the heat sink are found faulty / damaged / etc., it is a completely common process to replace those parts and place a new sticker with the SN.
This also applies if during the process of taking the card apart one of the stickers gets damaged or for any other reason.
So I can certainly understand that you're not happy about this, I wouldn't be happy about it either as a customer, and I certainly am not happy about it as an AORUS marketing manager.
It's your complete right to ask for a total refund and I just wanted to clear up the situation a bit here.
Cheers,
Jonas
AORUS UK Marketing
our RMA center takes the card completely apart when an issue is reported and they check it thoroughly.
If during the process parts such as the heat sink are found faulty / damaged / etc., it is a completely common process to replace those parts and place a new sticker with the SN.
This also applies if during the process of taking the card apart one of the stickers gets damaged or for any other reason.
So I can certainly understand that you're not happy about this, I wouldn't be happy about it either as a customer, and I certainly am not happy about it as an AORUS marketing manager.
It's your complete right to ask for a total refund and I just wanted to clear up the situation a bit here.
Cheers,
Jonas
AORUS UK Marketing
Hi Pipo,
our RMA center takes the card completely apart when an issue is reported and they check it thoroughly.
If during the process parts such as the heat sink are found faulty / damaged / etc., it is a completely common process to replace those parts and place a new sticker with the SN.
This also applies if during the process of taking the card apart one of the stickers gets damaged or for any other reason.
So I can certainly understand that you're not happy about this, I wouldn't be happy about it either as a customer, and I certainly am not happy about it as an AORUS marketing manager.
It's your complete right to ask for a total refund and I just wanted to clear up the situation a bit here.
Cheers,
Jonas
AORUS UK Marketing
Hi Jonas,
Your post doesn't make clear if Gigabyte/Aorus will be refunding Pipo, or if you will be assisting with his right to obtain a full refund from the retailer, given that Gigabyte did find a fault after retailer twice failed to identify a fault, originally.
Can you clarify please?
Hi Danny,
That's because we as GIGABYTE / AORUS can't tell the retailer to refund, as Pipo has to make use of that right on his own.
Since we don't do direct business, refunding is out of our hands.
The retailer pays us when buying the product directly from us. They then proceed to sell the product to the end user and are therefore responsible for handling the refunds.
For anything other than RMA we're out of the loop once the retailer purchases the product from us.
Best,
Jonas
AORUS UK Marketing
That's because we as GIGABYTE / AORUS can't tell the retailer to refund, as Pipo has to make use of that right on his own.
Since we don't do direct business, refunding is out of our hands.
The retailer pays us when buying the product directly from us. They then proceed to sell the product to the end user and are therefore responsible for handling the refunds.
For anything other than RMA we're out of the loop once the retailer purchases the product from us.
Best,
Jonas
AORUS UK Marketing
Thank you for clearing that up (it's what I'd imagined). You can still be of assistance in confirming to the retailer that there was indeed originally a fault, but I presume Gigabyte/Aorus would do that through the normal channels if customer requested, anyway. When the retailer claims not to have found a fault, customer has to rely on a third party (and the best party is the manufacturer, since they know best) to prove there was.
I can't ask refund unless my retailer or GBT confirm that my issue with fan is really a fault. There was originally a fault on my card(crashing in OC mode), but GBT fixed that issue and new fault (fan issue) has occurred. Problem is that fan issue was never confirmed as a fault by retailer not even GBT. So according to them, there is no fault. To be honest I do not understand how this is not a fault.
https://soundcloud.com/user-729245696/noisy-fan
https://www.youtube.com/watch?v=O8SVbHME_Sw
I stopped that faulty fan few times in audio file so you can hear the difference. It is not loud, but I can hear it. If fans are spinning at 70% RPM and more, it is harder to hear it since noise coming from fans is louder than that crackling noise. Sometimes I can hear it even in windows while I am browsing on the internet and temperature of GPU reaches 54°C, fans start to spin and make that annoying crackling noise.
I am about to send my card back to retailer. I am pretty sure that retailer will not find fault again, they will sent card to GBT and who knows if GBT will confirm this issue as fault or not.
https://soundcloud.com/user-729245696/noisy-fan
https://www.youtube.com/watch?v=O8SVbHME_Sw
I stopped that faulty fan few times in audio file so you can hear the difference. It is not loud, but I can hear it. If fans are spinning at 70% RPM and more, it is harder to hear it since noise coming from fans is louder than that crackling noise. Sometimes I can hear it even in windows while I am browsing on the internet and temperature of GPU reaches 54°C, fans start to spin and make that annoying crackling noise.
I am about to send my card back to retailer. I am pretty sure that retailer will not find fault again, they will sent card to GBT and who knows if GBT will confirm this issue as fault or not.
Deleted member 66701
Deleted member 66701
Credit card chargeback time.