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BFG RMA Process

It seems they are very good with 'Graphics Cards'. However I have now been waiting 2 Months and 20 Days for a replacement motherboard from them. I have also incurred 70£ in International Call charges chasing them to actually ship me a product. :(

It even got as far as me sending them this E-Mail...

...

Dear BFG

You received my product for replacement on the 23-04-2009 which is approximately '10 Weeks' ago, (2 Months 16 days). After contacting your customer support team on several occasions amounting to 70GBP in 'International Call Charges' and after being reassured on at least three (3) of those occasions that a replacement product was being sent to me, I am at a lost as to why I am STILL yet to receive that replacement.

So fare I feel the level of service I have received has been nothing short of terrible, I do understand that a stock issue/ shortage can upset a situation, but I fail to see how a company could incur such an issue for this length of time on the 'Sole' Motherboard they produce not including the LE version. Furthermore I also find it increasingly dubious that after being informed the product had indeed come back into stock several weeks after my RMA had been placed that I am now in the position of writing this rather insensitive E-mail.

Over the years I have purchased a number of BFG Tech products because the general consensus online is that your RMA/Customer Service is one of the best...Thus far this remains to be seen. The product in question I believe carry's LIFETIME guarantee (10 Years) if you are not willing to uphold that agreement then I will expect a refund for my premium BFG product...

...


They are now apparently sending me the 'LE' version on loan... So with motherboards really not so good or not in this case any way.

XD-3

PS: I've been dealing with someone called Jenny C, but really I can't blame the person on the end of the phone though.
 
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XD-3 how long had you had the mobo?

I'd be requesting some form of credit for those phone calls too tbh.

SOGA time maybe as that length of tmie is completely unacceptable tbh, and sending you a mobo "on loan" what they expect you to install windows and then reinstall on a different mobo? also who's going to foot the cost of sending this "loan" mobo back?
 
~Divine~Wind~ said:
XD-3 how long had you had the mobo?

I'd be requesting some form of credit for those phone calls too tbh.

SOGA time maybe as that length of tmie is completely unacceptable tbh, and sending you a mobo "on loan" what they expect you to install windows and then reinstall on a different mobo? also who's going to foot the cost of sending this "loan" mobo back?
Click to expand...

Exactly, completely useless tbh I had, had the motherboard for about 1.3 years or so I think. I will probably end up telling them that I'm just keeping the LT board as compensation and not sending it back to them because I really can't see me getting my call charges refunded.

Annoying thing is I've had to wait so long now that I've built a complete new system based on the i7 platform and really my old kit is just sitting there and on top of that if I had known it would have been this crazy to get a replacement the money spent on phone calls could have got me a cheap motherboard anyway's. lol Live and learn I guess...

SOGA? what's that then?

Cheers
XD-3
 
The status for my card was "in progress" last time I looked today, I e-mailed them for an update about 12pm, just checked now, no reply and the status has changed to "shipped", checked the tracking and low and behold, Fedex tried to deliver today when I was at work.

I've no idea if its a replacement 8800gtx or a new card.
I had no-idea it was coming today.

I'm sort of glad its gone quicker than I expected BUT, wheres the updates, customer contact etc. I feel a bit let down to some degree.

Fedex will try and deliver tomorrow now, bet you any money I end up driving 34miles each way away to pick it up.

:(
 
RMA Tracking
BFG RMA Status

Stage 1: Your full RMA number is **********
Stage 2: Your RMA was received in the BFG Warehouse on 2009-08-14 05:55:24
Stage 3: Your RMA was processed in the BFG Warehouse on 2009-08-20 02:00:00 and has already shipped.

Tracking: Your tracking number is: ********** (Click the link for FedexUK.net)

What to Expect:

Your RMA is complete and is on it's way back to you. Click on the link above to obtain updated tracking information from the UPS website. If you have any questions or problems regarding your BFG RMA, please feel free to contact us at any time.


I guess it'll be a 8800gtx again.

I wasn't in any real rush no, but would have been nice to arrange to sign-for and know what to expect back. Now I have to make a 70 mile round trip to find out. I'll wait till its in and tested before I e-mail them.
 
When you click on the Fedex link you get the shipping invoice and under shipping information there is an invoice number which is something like GFGTX2801024OCE and gives you a pretty good idea what the replacement will be.
 
FYI - the Fedex link also gives you the estimated shipping date, so if you didn't look closely, that's probably why you didn't know it was coming.

Sorry...

And you can phone them and have it delivered ANYWHERE if you're not going to be at home when they deliver.
 
Yesterday, at 12 midday the status of my card was Stage 3: Your RMA has not yet shipped from the BFG Warehouse. . So I e-mailed BFG for an update.

I got home later at 6.30pm, when I checked my status the same day and the status had changed that day to "Shipped" giving me a Fedex ref.
Stage 3: Your RMA was processed in the BFG Warehouse on 2009-08-20 02:00:00 and has already shipped.

When I checked the Fedex status, they had tried to deliver at 12:30. That's 1/2hr after that last time I checked my status on BFG's site and I e-mailed them, when it still said "has not been shipped".
20/08/2009 12:30 Delivery Attempted-Card Left- Coventry

Thats why I didn't know it wasn't coming, because the status of my card was prob changed after they tried to deliver, no other reason.


Its just a bit bizzare imo. Thanks for the replies guys. I'll let you know what happens next if you interested.


Also, there is no shipping invoice and under shipping information. This is a Tracking Number but no Referance number, its just blank and no option to choose for shipping info.

I'll ring Fedex at 9am when they are open in a bid to re-route the package to my work but I can see it went out again today at 06:33 for delivery. Fingers crossed.

 
Could sort Fedex out, then I noticed a Fedex delivery man come in work, asked him about my package.
He said he'd just been to mine and dropped a card.
He got my package, jobs a good'un.

Now have a nice new Geforce GTS 250.
 
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