BFG - Terrible support

Damon Spencer · 2 Jan 2010 at 00:08

I bought a BFG GTX 260 OCX MAXCORE graphics card a while ago and quickly discovered it was faulty. I provided the initial information requested by BFG and they accepted it would be returned. I was asked to fill in an online RMA request, which included a required entry for my ‘phone number’… After trying all my numbers (to no avail) I emailed BFG querying the entry, as it wouldn’t let me complete the form without it. I then emailed them again. And again. Eventually someone replied with a random number which let me complete the form.

I packed up the card, as instructed, and couriered it back to BFG. According to their online tracking system, they received it on 24th November. Six weeks later and I still have no card.

I have emailed them, repeatedly. Several emails get ignored and eventually someone will reply saying they’ll look into it and I never hear anything else. Is this normal with BFG? I’ve had several of their cards in the past but, based on this experience, will not be buying any others. Does anyone have any contacts or advice?

Thanks.

D D Danneh · 2 Jan 2010 at 00:38

Try talking to Jeff Kozlowski on these forums, he's works for BFG support and has resolved quite a few issues.

kieves1 · 2 Jan 2010 at 01:28

Wow thats terrible support.Im sorry to hear about that

pjansell · 2 Jan 2010 at 01:56

I had a similar experience about a 18 months ago with my 8800gtx in all turnaround time was just shy of 7 weeks. I remember it being a third party company (or so it seemed) that dealt with the BFG returns in the UK, all contact was through email correspondence and they took ages to respond to queries.

I haven't purchased a BFG card since.

Psypher5 · 2 Jan 2010 at 02:17

Talk to Jeff, he will sort it for you

Jason1973 · 2 Jan 2010 at 12:10

Hi Damon ans welcome to the forum.

A big thread on here saying how good BFG support is.

Always an exception, I suppose.

Goodluck on the RMA, Jeff will be around sometime and help you out.

Keep us informed on the progress.

han_solo · 2 Jan 2010 at 12:30

That's shocking to hear. It's a shame there aren't many manufacturers that offer onshore RMA'ing services?

Hope it turns out well for you dude. If the BFG dude mentioned can't help you then you may want to call up Citizens advice bureau?

Fred · 2 Jan 2010 at 12:47

Maybe the fact they are withdrawing from Europe is mucking things up a bit, my RMA was under 2 weeks.

hornett · 2 Jan 2010 at 13:39

try your number with the international dialing code

Example

00441656XXXXXX

Aurhinius · 2 Jan 2010 at 16:22

Mine was less than a week so that is service!

It just depends on if they have stock or can get some quickly.

jeff will get you sorted.

JonnyG1982 · 3 Jan 2010 at 12:02

Sorry to here your troubles. The only component i had to retrun was a BFG card as it started getting artifacts after 6 months. I sent it off and had a new card within 5 working days. I would have had it in 3 days but the postman said it got stuck in their office 2 days. Amazing service for me but perhaps i got lucky.

Im currently waiting on microdirect/sapphire for a return of my 4870x2 i gave them it on 12/12, still no sign or email to confirm status etc. And ive tried calling last few days but their either busy or finished early for the day. Will try monday.

thevet · 3 Jan 2010 at 14:08

phone up the wales depot and ask for jamie and tell him of your problem,it will be sorted asap

DJ Prem · 3 Jan 2010 at 14:30

Sorry to hear the problems I had an RMA with BFG it was returned within 2 weeks do keep us updated on the progress.

chronic86 · 3 Jan 2010 at 16:07

i've been waiting since the 12th of december to get an RMA number! i have e-mailed them back a few times but no reply as of yet!!!!!!!!!!!

THEY NEED TO SORT IT OUT!

Indrid · 4 Jan 2010 at 03:16

Wow the gulf between experiences is amazing....

I recently had two 8800 GTS OC running SLI. One died (no signal on monitor) and I e-mailed in about it. Bearing in mind this was almost two years after I purchased them from OCUK, and I didn't register either of them for warranty.

I got a reply within two hours saying they'd get back to me later that day about an RMA. I heard nothing.

So I e-mailed back and the very helpful lady promptly replied (within 30 minutes) with a URL containing my RMA form, commenting that sometimes they have problems getting through some webmail systems.

I promptly packed it up and sent it via courier on December 22. The weather up and down the country was atrocious as I'm sure you remember, between that and the Christmas / New Year period I didn't expect to see a replacement until mid-January.

The courier did a good job and got it there 5am on December 23. To my amazement a replacement was sent out by BFG via courier by ~8am (three hours later!) which arrived on December 24. So far working fine.

The best RMA experience I've ever had for me, and I've gone through a few.

Nodiggidy123 · 4 Jan 2010 at 11:48

where did you buy the card from? i would try the retailer perhaps they can put some pressure on bfg to get it sorted for you either that or they sold you a card which doesnt have the support as advertised and try under soga. its a long shot but possibly worth trying.

Damon Spencer · 5 Jan 2010 at 20:31

Well, my repaired card finally arrived on Monday.

About a month to get an RMA number, numerous ignored emails and six weeks to return the card after BFG received it from me. Not the greatest, but at least I have it back.

ConTRo13R · 5 Jan 2010 at 20:37

I have nothing but amazing things to say about BFG, even though one of my RMA's for a motherboard took 4months i have never experienced support like it, they replaced the board with a 295

Have you stopped to think maybe they domt have any stock of the 260 seen as it is EOL and also nvidia have stopped the manufactor of all there cards so supplies are rather low

I hope i dont come accross as being brash here, but if the company doesnt have a replacement what are they to do?

Nodiggidy123 · 5 Jan 2010 at 20:52

ConTRo13R said:
Have you stopped to think maybe they domt have any stock of the 260 seen as it is EOL and also nvidia have stopped the manufactor of all there cards so supplies are rather low

I hope i dont come accross as being brash here, but if the company doesnt have a replacement what are they to do?

imo part of customer service includes giving a prompt reply and keeping people informed. customers will appreciate you a lot more if u dont billy bs them or even worse, dont contact at all which imo is just rude.

also i would expect a company that advertise their cards as having a "lifetime warranty" to have a replacement card of some sort. even if its a lot better.

Rroff · 5 Jan 2010 at 20:52

BFG support seems very varied... not sure how much of that is down to BFG, the user being difficult, or what.

When my 260 MAXCORE OC started to fail - they had a working, apparently new or very well presented reconditioned replacement card out to me within 42 hours of me sending it off - if we only include working days... and I had a reply to my initial RMA request (posted at 2am) inside 2 hours.