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BFG RMA question

Ducky Spud said:
I RMA'd my card on the 8th and emailed jeff on the 14th asking for an update at about 10pm, replied straight away and said it was on the list of ones to send out and he'd make sure it got shipped out ASAP. Got it yesterday morning at about 10am. Considering the weekend when postage companies probably werent working, I think thats pretty good.

Have you set up the RMA using their website? Normally get details about sending the card within an hour or so. But think your getting a bit carried away about the legal action!!
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Hi Ducky,

I don't understand. You're justifying 6 days without any contact (I presume from your post) and you don't see anything wrong with that?
It's excellent you got a response straight away, but you should've had a response on the 8th or 9th at the latest.

Yes I have. As I stated in my first post, I emailed them the problem, and they said they'll set up an RMA warranty replacement and asked me to send my shipping address etc, which I did the same day.

I work in retail and if we advertised constant support and did not deliver, trading standards would prosecute us in an instant. I'm actually shocked that their lack of support has gone unnoticed up until recently with you guys.




alexhull24 said:
Yeah something seems amiss here. Looks like yours may have been overlooked for some reason.

If your GFX card is so important to you, would it not have been prudent to have a backup in case of failure? I mean, most companies will take at least 2 weeks to turn around an item.

EDIT: Sorry, i'll clarify, you're not allowed to mention competitors on this forum, even if it's bad! Sometimes they are a bit stiff, but they're the rules I guess.
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If I overlooked a customers' product/delivery, I'd be immediately told off by my bosses, so overlooked products isn't a valid excuse in my opinion. If I did it again, I'd be called in for disciplinary action.

I do have a backup for my graphics card in the form of a Geforce 8200, and I'll be sticking that in my machine as soon as I can. And it'd not only my graphics card that is important to me. My computer which I custom built myself over the last 2 years, my games consoles, my massive DVD collection are important to me too as I paid so much for everything I have.

By competitors, I take it you mean the other two computer companies I mentioned? I'll take care of that.
 
I never said it was a valid excuse now! Also not sure what it has to do with your DVD collection? Anyway, keep us posted on developments so we can find out what's going on if that's ok.

So you have backup but you still lost 6/7 days of work? I'm not really following what happened. I can only assume finding out it was the gfx took 6/7 days?

And yes, the competitor companies to OcUK.
 
Paddyw01 said:
I don't understand. You're justifying 6 days without any contact (I presume from your post) and you don't see anything wrong with that?
It's excellent you got a response straight away, but you should've had a response on the 8th or 9th at the latest.
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Well you can track it online, says when its been recieved by them and such and when they've sent it back. Probably not much else I'd need to know haha. Guess its just down to what different people expect really, im pretty layed back and not fussed :)
 
alexhull24 said:
I never said it was a valid excuse now! Also not sure what it has to do with your DVD collection? Anyway, keep us posted on developments so we can find out what's going on if that's ok.

So you have backup but you still lost 6/7 days of work? I'm not really following what happened. I can only assume finding out it was the gfx took 6/7 days?

And yes, the competitor companies to OcUK.
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Sorry I didn't meant to cause offence. It just seemed you were implying it was fine to do that.
I mentioned my DVD collection to show that I care about everything I own. My GFX card etc...

No what I meant by the 6-7 days of work is that the pay I got to work those days is about 300 pounds; what I paid for my GFX card. As if I worked those days solely for that card.




Ducky Spud said:
Well you can track it online, says when its been recieved by them and such and when they've sent it back. Probably not much else I'd need to know haha. Guess its just down to what different people expect really, im pretty layed back and not fussed :)
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So I presume you actually got give an RMA number. I have yet to see one :(
Yeah I know I'm very fussy when it comes to what I expect. But the way I look at it is that life expects a lot from me, which I deliver, so I expect to be treated the same.
 
Yea, it was in the title one of the emails I got.

Also, if you log into BFG's site (which you should be able to do using the details used when you registered the product) you can track your RMA there, there should be a link just after you log in :)
 
Paddyw01 said:
Hi everyone,

Last thursday my card starting to shut down by itself, like some other guy on this thread I believe. And I know it's not the PSU as mine's a Coolermaster M1000 (1000watt) PSU triple SLI certified, and Coolermaster have emailed me saying it's definitely not the PSU. I contacted BFG tech support on saturday as it still shut down when I ran 3D Mark 06, and I got a reply from them a bit later that evening who told me quote: "Your video card is dying, we need to setup a replacement order to get you a new card. Below are the instructions."
I emailed him all the details he requested including shipping address at midnight the same day. I emailed him again on saturday asking what was going on, and yesterday, well you pretty much get the gist of it. Last night I contacted this Jeff guy, as some of you have been doing, but still no response. Today, I rang their EXPENSIVE international number but no answer; 5 times I called them in total!!!

I am absolutely disgusted by the horrible way I have been treated by BFG. In my emails, all I asked for was the status of my RMA which I believe I am entitled to. When I ordered my Core i7 setup, I was emailed and texted with status updates every few hours, so BFG have absolutely no excuse.
For crying out loud, BFG say they have 24/7/365 day a year support. BS!!!! I am so angry with them that I suggest no one buys their products, but instead look at EVGA etc, as they have an email address you can directly get into contact with here in the UK. I am going to get into contact with the citizens advice bureau and seek legal advice too. Advertising that you have 24/7/365 day a year support and not delivering is not on!! I understand that at times, company's like BFG can be busy, but too busy to deal with their own customers? Too busy to answer international phone calls? Too busy to right a sentence or two reassuring the customer that everything's going ok? I can't even describe the anger as to how cheated out of 300 pounds I am!!!

Now, for the last time, JEFF HELP ME!!!!!
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I have responded to your email requesting some additional information so I can look into this for you. Please get back to me when you have a chance.
 
Paddyw01 said:
Sorry I didn't meant to cause offence.
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Dont worry mate, you didn't!

I get what you mean by 6/7 days now, though the card is of course not worth anywhere near that now. I know the feeling as my 8800 cost a packet and is worth diddly squat now, though it's still in use :).

I see you have Jeff's attention now, i'm sure he can get it sorted. If he can't, i'd be very worried!

good luck
 
Jeff.Kozlowski said:
I have responded to your email requesting some additional information so I can look into this for you. Please get back to me when you have a chance.
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I just have literally 5 minutes ago.





alexhull24 said:
Dont worry mate, you didn't!

I get what you mean by 6/7 days now, though the card is of course not worth anywhere near that now. I know the feeling as my 8800 cost a packet and is worth diddly squat now, though it's still in use :).

I see you have Jeff's attention now, i'm sure he can get it sorted. If he can't, i'd be very worried!

good luck
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Yeah I hate the fact I paid 300 pounds for my card, and the thing will be completely useless when Intel's new Larrabee range comes out. Atlast, something reliable!! I just hope "certain" manufacturers won't be making them if you know what I mean.

The funny thing is that Jeff emailed me and so did another guy from their support staff. Coincidentally soon after I made my complaint public with you guys.
 
Just be glad you don't have to RMA with Gainward.

They will only give me an RMA number if I agree to pay for postage there and back.

To Germany. And then back again.

Oh, and it has to be UPS Express aswell, which according to the "Won't be cheap".
 
Jeff.Kozlowski said:
I responded to your email with what we are going to do next.
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And I am very grateful we can finally progress with this RMA :)




Mr Paul said:
Told you not to worry, Jeff is in town :)
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That's why I asked for his help as most of you did. He isn't in the support dept as far as I can tell, so why is he doing their job? Weird.



Magnum_Force said:
Just be glad you don't have to RMA with Gainward.

They will only give me an RMA number if I agree to pay for postage there and back.

To Germany. And then back again.

Oh, and it has to be UPS Express aswell, which according to the "Won't be cheap".
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Have a look at the small print with regard to their warranty. That's outrageous and can't be right.

100 euros with the current exchange rate is nearly 90 quid and that's what I paid to have my custom built Lian Li PC-P80 case shipped from America, oh and that's a BIG case!!! You should keep on at them mate.
 
^^ that's amusing, I wish I was. I'm just the one that gets to hear it when something goes wrong ;)

I'm not doing too bad these days, busy, but I guess that isn't such a bad thing with how things are going.
 
Jeff.Kozlowski said:
I actually oversee the support department and handle escalated issues. So technically I am in the support business :)
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Jeff.Kozlowski said:
^^ that's amusing, I wish I was. I'm just the one that gets to hear it when something goes wrong ;)

I'm not doing too bad these days, busy, but I guess that isn't such a bad thing with how things are going.
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That's reassuring to know that you oversee the support dept as you sorted out my problem in what, 3-4 hours... Very good job :)
 
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