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Warranty? - Inno3D GeForce GTX 980Ti Hybrid Black Edition

Firstly I contacted OCUK this morning and have been advised to speak to Inno3D directly. I have tried on multiple times only to get the same response each time from Inno3D as below.

Dear Sir

Firstly, thank you for your kind support of our product,
If your graphics card have any problem,
You can return graphics card and invoice warranty document,
To your local reseller or etailer,
They will provide RMA Service to you.

For your information:
INNO3D Graphics card: 1 or 2 year warranty, ( Different regions are different, please contact the local purchase of stores, )
iChill Graphics card: 3 year warranty ( Artificially damaged, burned parts, oxidation parts, are not included in the warranty, )

The warranty period is decided by the local distributor.

Hope the above information is useful for you.

Best Regards,
Inno3D Support

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I was off work last week so despite getting the card back in the post on Friday, I have only today actually opened the box.

I received 3 bags of Haribo what was nice as always! Thanks OCUK but... whoever looked at my card and packaged it back up did not do so correctly (see pictures below). My card on inspection today, is more damaged then when I sent it originally to OCUK.

It seems like the card was damaged by DPD (who I returned via the paid for service by OCUK). I do not believe OCUK would have damaged the card further while inspecting it - why would they? The reason I believe it was DPD is that the card seems to of been damaged more between me sending pictures for the RMA process to start and the pictures OCUK sent to Inno3D

Is this now for OCUK to make a claim against DPD - if they used a service with insurance etc?

-----------------------------------------------------------------------------

When I sent the card, it was in the original box and more than enough bubble wrap and packaging.

Pictures sent to OCUK to start RMA process. - Although cracked and coming away the plastic was still fully attached.

https://i.imgur.com/tYIXCTq.jpg
https://i.imgur.com/NDa8hFY.jpg
https://i.imgur.com/Tunedaj.jpg

The pictures OCUK sent to Inno3D the card shroud etc is now totally disconnected - https://imgur.com/a/BRt7Xvy

The card received back from OCUK as always was well packaged - bubble wrap and air bags, but upon opening the box I was welcomed to my card like this. The card could have been further damaged by OCUK when packaging or in transit by DPD and has at some point had pressure applied to the PCI connector as evident by the depression in the foam.

https://i.imgur.com/8ZoHAWQ.jpg
https://i.imgur.com/zkbmbiH.jpg
https://i.imgur.com/36PNyVj.jpg
https://i.imgur.com/ygqH0DO.jpg
 
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Thats shocking also now makes sense why they pushed for a new shroud e.g. possibly broken by accident by transit damage or technician by mistake.

Feel for you OP, hopefully Overclockers can look into it further
 
You're having a bad time :(

Contact OC. It should be insured.

BTW not impressed with the way Inno package the card (and their response to your issue). All the cards i've owned have been "flat-packed". I haven't owned an AIO card though.
 
OCUK and Inno3D have alleged I caused the physical damage which of course is not covered by warranty. Both companies have never come across this issue before so in their professional opinions
"this has been caused by user error / misuse - physical damage." - OCUK
Click to expand...

Some replacement parts are on the way but I fully believe the card to be dead.

I've contacted my contents insurance free legal advice and they just pointed me in the direction of my credit card provider - who I've already contacted and going through the motions.
 
h00x said:
OCUK and Inno3D have alleged I caused the physical damage which of course is not covered by warranty. Both companies have never come across this issue before so in their professional opinions

Some replacement parts are on the way but I fully believe the card to be dead.

I've contacted my contents insurance free legal advice and they just pointed me in the direction of my credit card provider - who I've already contacted and going through the motions.
Click to expand...

thats a bad show by inno3d and ocuk. thanks for bringing this to light, i know where NOT to make my purchases now.
 
geordiejc said:
So they saying you physically damaged the card - what evidence is this based on ?
Click to expand...

Their evidence is that the card has physical damage. To quote OCUK - "The onus would be on the end consumer to prove that the item was not fit for purpose and had an inherent fault from day 1. This would require a independent unbiased 3rd party report." and "We contacted the manufacturer directly as this has not previously been seen before with this card by ourselves as a manufacturing fault or failure of the item. This damage would indicate physical damage caused by user error/ misuses." and "the card has been determined warranty void by the manufacturer and ourselves due to physical damage."

The warranty does not cover physical damage so either I caused it (haha :) ) and its not covered under warranty, or the card had damaged itself - and the physical damage is not under warranty.
I have to try and prove some plastic has been an issue since almost 3 years ago. If I would have had this issue with another retailer Overclockers would have been the first people I contacted for a third party report(not any longer).

In my opinion not that it means anything. The damage as its all 4 corners of the cooler mounts, Which do not show any stress fractures or warping in the plastic (like its been moved back and forth repeatedly) shows that its been a sudden and violent action to cause this.

Anything of such force that I could have performed my self - such and pull at the shroud would have also damaged or bent the shroud. Yet its only the mounting plastic which has broke nothing else. The screws inside the plastic also are not bent which shows its been a sudden one direction movement and no pulling back and forth.

I've yet to do a full inspection but the radiator still has coolant in it and there are no leaks that I can see or feel. The chip under the cooler seems to be intact and the cooler itself seems to be in on peice. I would at this point presume that there is a pump failure or a blockage somewhere what has caused a pressure build up and release from somewhere causing the sudden damage.

As I'm getting hopefully getting a new shroud and mounting bits. I'm hopeful this gets the card working. However if its an issue with the pump or the card itself I'm just left out of pocket (which should be covered under warranty - but alas that would be physical damage technically so not covered under warranty :rolleyes:).
 
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Did OCUK even take the card apart to check underneath or have they just taken a couple of photo's, sent them to Inno3D and between them decided to shaft you by voiding the warranty? This is a disgraceful chain of events and if the new cooler doesn't fix the card then you need to get your credit card company involved. Just because they have never seen this happen before doesn't mean that it can't happen.
 
@pastymuncher At no point has OCUK said they have inspected the card further then an initial look at the damage and it defiantly did not make it back to Inno3D and back in week the card was at OCUK / in the post.

They've looked at the card and said its physical damage, checked with Inno3D to see if its covered under warranty. The response from Inno3D was that its not covered so told me its my fault.

I have mentioned that there is a first time for everything to OCUK ... Man Landing on the Moon as an example.

OCUK quote :D

The card was inspected for physical damage which was found to be present. The manufacturer was then contacted with photos to see if they would accept the card back under warranty. Due to the physical damage, this was rejected by the manufacturer and rejected by ourselves back to you.

We contacted the manufacturer directly as this has not previously been seen before with this card by ourselves as a manufacturing fault or failure of the item. This damage would indicate physical damage caused by user error/ misuses.

The manufacturer has also confirmed that this is not a fault from hardware failure, that this has been caused by user error / misuse - physical damage.

By owning a second card of the same age, which does not have the same issue, would also indicate that this is not an inherited fault with the cards from the manufacturer.

As previously stated, we would be unable to offer a resolution to the issue as the card has been determined warranty void by the manufacturer and ourselves due to physical damage.

If you are unhappy with the outcome, i would recommend taking legal advice.
Click to expand...
 
That is disgraceful. How the hell can they say it's caused by physical damage without taking the card apart? The only way that you could have caused that to happen is by dropping the card and it landed on the shroud which may snap the mounts or by dropping something on the card, again snapping the mounts. If it has been in the pc all this time either of those are highly unlikely to have happened. Overtightening the screws wouldn't cause it as that would just strip the thread in the plastic. At the end of the day it's your word against theirs and they are hanging you out to dry. If that new cooler doesn't get the card up and running again don't hesitate to get your credit card company involved.
 
h00x said:
@pastymuncher At no point has OCUK said they have inspected the card further then an initial look at the damage and it defiantly did not make it back to Inno3D and back in week the card was at OCUK / in the post.

They've looked at the card and said its physical damage, checked with Inno3D to see if its covered under warranty. The response from Inno3D was that its not covered so told me its my fault.

I have mentioned that there is a first time for everything to OCUK ... Man Landing on the Moon as an example.

OCUK quote :D
Click to expand...

That response does not make much sense.

"By owning a second card of the same age, which does not have the same issue, would also indicate that this is not an inherited fault with the cards from the manufacturer."

This line in particular is nonsense but clearly formed part of O.C.U.K's 'professional' assessment if you're citation is accurate. I think the line manager of Inspector Clouseau needs to have a word. In these cases its best to stick to facts as in any potential legal dispute say as little as you have too. People have a tendency to exaggerate and get over- creative with the facts.

Favorite prosecution witness of the defense lawyer is someone with a fertile imagination who can't resist making stuff up.

Its very common, though in all cases seriously stupid.
 
When I've quoted OCUK its been verbatim / a copy and paste so defiantly accurate. I made sure to email / use the webnote system so it is all black and white.
 
I had the same card but a chip blew on mine, returned to ocuk and they sent back to inno 3d, who took over a month to repair so got a refund and bought a new card, great service from ocuk but not great from inno3d
 
I had the same card. The cooler died on me. Inno3d took the full 28 working days (almost 6 weeks in total), to tell me it was knackered and OcUK replaced it with a EVGA Classified. Again, great service from OcUK, not so great from Inno3d. RMA & Warranty will definately play a bigger part in my decision making when choosing my 2080ti manufacturer.
 
@montymint @Paladine - I'm currently awaiting to hear back from my credit card provider should be tomorrow or Wednesday.

The credit card provider are happy that as long my first contact was within the warranty period then the time to deal with the issue can extend past. Warranty would I presume expire 3 years from purchase which is 14th October.

I also awaiting receipt of the cooler from Inno3D. Not sure if its been sent to me directly or via Overclockers.
 
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