RMA'd graphics card, returned to me.

jwest

jwest

jwest

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Manchester
Shortly after receiving a new VEGA 56, I decided to return it for a refund (I didn’t feel there was anything wrong with the card, but I found it frustrating that it was causing the screen to flick on and off, apparently it needed to be undervolted which partially helped the situation)

Today I received an email saying that the card has a damaged 8 pin connector and is being returned to me, OCUK wont issue the refund as the card is damaged and I didn’t notify them of it. When I first got the card, I noticed the 8-pin connector was a bit wonky but figured if it worked then I wouldn’t worry about it.

I personally the amount of damage to the card (which wasn’t even done by me) is minor, I have spoken to OCUK about this, but they just said I should have notified them of the damage, now I’m stuck with a £350 card, that I don’t want, and potentially shouldn’t even use. I used to rate OCUKs customer support as the best for PC eCommerce, but this feels very unfair.

Not sure if this is the right forum, for the thread, or if it will even survive…

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This is always a hard one to judge as they will see themselves as correct and within rights and so will you. Tbh alarm bells should have been going the moment you noticed it was "wonky".

It looks like all it needs is to be pushed back into place and the clips re-engage and it will be fine, then you can keep the card or sell it on as new losing only a few quid.

In respect to the customer service side of things, i can see both sides of the argument and i can only empathise with you. Lesson learned i think and make sure that you check all hardware and send back if defected before installing in your system.

Sorry i could be more helpful.
 
^^ why i quote Gigabyte cards , stand a better chance of understanding then company based over sea's.

by any small chance, dont suppose you took pictures of rig installed ? might show on data of card being damaged

you might have luck if you know a place that can solder PCB boards/ electrician that could attempt to solder it back for you .

that or listing on the bay for half price and someone with the skills will know what to do to score a half price card .

To get damage like that , you could have had to YANK that hard , very hard . cant tell from static image but does the 8 PIN move around at all or is it solid in place (meaning you wouldn't of been able to cause that kind damage ) ?
 
orbitalwalsh said:
^^ why i quote Gigabyte cards , stand a better chance of understanding then company based over sea's.

by any small chance, dont suppose you took pictures of rig installed ? might show on data of card being damaged

you might have luck if you know a place that can solder PCB boards/ electrician that could attempt to solder it back for you .

that or listing on the bay for half price and someone with the skills will know what to do to score a half price card .

To get damage like that , you could have had to YANK that hard , very hard . cant tell from static image but does the 8 PIN move around at all or is it solid in place (meaning you wouldn't of been able to cause that kind damage ) ?
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That’s what I thought, I’ve built a lot of PC's, and those connectors are solid, so I imagine it was manufactured like that. And no, it wasn’t loose, it was rigid.... I obviously would have sent it back if it was flopping around.

Didn’t take a pic of it installed.
 
jwest said:
That’s what I thought, I’ve built a lot of PC's, and those connectors are solid, so I imagine it was manufactured like that. And no, it wasn’t loose, it was rigid.... I obviously would have sent it back if it was flopping around.

Didn’t take a pic of it installed.
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not sure if @Bailey saw this RMA at all when it came in. The fact that the 8 PIN has been soldered SOLID like that is a manufacturing fault , and doens't look like anyone has attempted to to re-solder it as it would show.

Think you will still be covered by goods act but you'll have to long it out on that one and fight to show it was manufactured like that .
 
Hi there

I didnt see this card when it came in unfortunately as I have only just got back to my desk sorry lads :(

Bailey
 
orbitalwalsh said:
not sure if @Bailey saw this RMA at all when it came in. The fact that the 8 PIN has been soldered SOLID like that is a manufacturing fault , and doens't look like anyone has attempted to to re-solder it as it would show.

Think you will still be covered by goods act but you'll have to long it out on that one and fight to show it was manufactured like that .
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Bailey said:
Hi there

I didnt see this card when it came in unfortunately as I have only just got back to my desk sorry lads :(

Bailey
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Is it possible to have a look at it and identify that its a manufacturing fault, or will it have already been posted?
 
That's a manufacturing defect. I currently (~10 years) work for an electronics manufacturer and can state that that connector was not seated properly PRIOR to being soldered, which is typically done via a conveyor-belt-esque setup over a "lake" of liquid solder. If it came to you like that, it left them like that. We often have customers return stuff like this and even though there is technically nothing wrong with it, it still falls under our warranty replacement scheme as WE should have spotted it before dispatch, more of a quality issue than an operational defect.

DB
 
^^^^ above is the best person to see about your card i believe . if that 8 pin is solid as you say , then straight away its a design flaw and no can argue against that . Had it been moving- dont think you'd stand a chance

also above post hits home about manufacturing process . Again fault might be nothing to do with that 8 pin- but should card should be replaced anyway etc etc
 
Dave Burton said:
That's a manufacturing defect. I currently (~10 years) work for an electronics manufacturer and can state that that connector was not seated properly PRIOR to being soldered, which is typically done via a conveyor-belt-esque setup over a "lake" of liquid solder. If it came to you like that, it left them like that. We often have customers return stuff like this and even though there is technically nothing wrong with it, it still falls under our warranty replacement scheme as WE should have spotted it before dispatch, more of a quality issue than an operational defect.

DB
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orbitalwalsh said:
^^^^ above is the best person to see about your card i believe . if that 8 pin is solid as you say , then straight away its a design flaw and no can argue against that . Had it been moving- dont think you'd stand a chance

also above post hits home about manufacturing process . Again fault might be nothing to do with that 8 pin- but should card should be replaced anyway etc etc
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Great, thanks for the advice....any suggestion on how I take this to OCUK for a refund?
 
Card came back to me today, I can’t take the heatsink off to get a good photo because it looks it'll void the warranty. Regardless it is evidently a manufactures defect, you can tell by the solder in the photo.

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Teh_Next said:
How long have you had the card?
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Its was delivered Friday 7th December, I raised the RMA on the following Tuesday.


Ezyryder said:
Within the first 6 months it is up to the retailer to prove you did the damage.
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Yes I thought the same.

"Under the Consumer Rights Act you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund."

However, I RMA'd it because I didn’t want it, rather than because it was faulty, from what I understand OCUK wont refund me because I didn’t notify them of them of the damage - but does that matter, can anyone weigh in on that?
 
It arrived on Friday and you raised the RMA on Tuesday?

What if you'd been away or busy and hadn't had time to inspect the card until the Tuesday?

I'd be pushing back on this one.
 
Surely you're within your 14 days cooling off period under Distance Selling Regulations.
Just tell them you don't want it for a full refund.
 
I'd assume ocuk would do the correct thing here and inspect the card themselves, although depsite still using them I have absolutely no faith in there customer service skills since my xspc issue.
 
Teh_Next said:
Surely you're within your 14 days cooling off period under Distance Selling Regulations.
Just tell them you don't want it for a full refund.
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Thats what I did, posted it to them, they emailed me when after recieving it saying they were returning it to me without refund based on:

"Physically damaged, 8-pin PCI-E connector has been partially pulled off the PCB."
 
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