The purchase of a GTX4** can also seriously test you patience.
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Dead MSI GTX 570 RMA'd and reported working, not sure what to do next
- Thread starter Musicboffin
- Start date
The purchase of a GTX4** can also seriously test you patience.
Soldato
As said above, I think the best thing you could do is take video's (clear video's) showing that it is clearly the GPU at fault...
Basically run the GPU in your computer, showing it faulty, then run a different one in your computer showing it working fine, then run your GPU in another computer showing it faulty. Have this all on a single video (may be quite long) but it would provide definitive proof.
Otherwise look into the Sales of Goods Act described by others above, and consider RMAing to MSI directly (I think they thankfully have a UK base). I haven't had experience RMAing to MSI, but when my SSD broke I RMA'd straight to Corsair, and it was sorted in a couple of weeks (including shipping to the Netherlands and back).... I explained all the tests I'd done to completely rule out all my other components and they asked no questions what so ever. To be fair I'm sure they probably did test it.... They also upgraded my SSD to latest generation free of charge because they'd stop producing the old SSD's
I do know of OCUK's reputation for sometimes poor service returns, however also understand that if I do choose to RMA a product to them if they can't reproduce the fault then they're going to turn around and say there is nothing wrong.
Saying that, when I've RMA'd stuff, I've never had it turned down before, and this is because I feel that I provide definitive proof of the matter... :S
So yeah, I'd say, get more proof in your corner, it is clear it is the GPU....
I can completely see both sides of the argument here... They can't reproduce the fault so are guarding themselves against losses, yet it is quite clear from the faults you are getting that it's the GPU...
Good luck
kd
Basically run the GPU in your computer, showing it faulty, then run a different one in your computer showing it working fine, then run your GPU in another computer showing it faulty. Have this all on a single video (may be quite long) but it would provide definitive proof.
Otherwise look into the Sales of Goods Act described by others above, and consider RMAing to MSI directly (I think they thankfully have a UK base). I haven't had experience RMAing to MSI, but when my SSD broke I RMA'd straight to Corsair, and it was sorted in a couple of weeks (including shipping to the Netherlands and back).... I explained all the tests I'd done to completely rule out all my other components and they asked no questions what so ever. To be fair I'm sure they probably did test it.... They also upgraded my SSD to latest generation free of charge because they'd stop producing the old SSD's
I do know of OCUK's reputation for sometimes poor service returns, however also understand that if I do choose to RMA a product to them if they can't reproduce the fault then they're going to turn around and say there is nothing wrong.
Saying that, when I've RMA'd stuff, I've never had it turned down before, and this is because I feel that I provide definitive proof of the matter... :S
So yeah, I'd say, get more proof in your corner, it is clear it is the GPU....
I can completely see both sides of the argument here... They can't reproduce the fault so are guarding themselves against losses, yet it is quite clear from the faults you are getting that it's the GPU...
Good luck
kd
It's this mentality that makes RMAing stuff harder for those that actually know what they are doing.
* Edit * On a side note, always take pics and a video and pop it in with RMA so the guys at the other end can see what you're dealing with. Its always an idea to have a separate partition on your HDD that you can use to install a fresh version of Windows without affecting your current install too, just to check.
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Permabanned
Why does the customer have to debate to uphold his rights? He's proteced by law.
- Joined
- 27 Apr 2010
- Posts
- 48
Spoken to OCUK this morning and got to speak to the guy who tested it. After explaining the issues, he agreed it sounded like the card had problems, but said that he'd personally tested it for 4 days while they've had it and not seen any problems. I can only assume Battlefield uses the vram more aggressively than the games they tested or something, who knows... They are going to retest it, so we'll see what happens now.
Associate
Hopefully using a copy of BF, that should create a level (ish) playing field to start from.
So are retailers to some extent. There's potentially thousands of reasons why a customer may have problems with his self built rig and I'll bet less then 1% of those reasons actually involve a hardware defect.
They do have a right to check customers aren't taking the p*ss, and there's always a potential for people to get stuck in the grey area inbetween.
I usually find being helpful and informative gets you further than just acting like a self entitled pain in the ass like some customers act.
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If that card does indeed turn out to be faulty, OCUK will need to re-imburse all the shipping/testing fees incurred to date as it's an error on their part. The customer should not pay for it.
As a potential constomer I'm appalled tbh. I've dealt with other online retailers where RMA is always a smooth process and they take full responsibility. You also shouldn't really have to deal with the manufacturer within the 30 day period after sale.
As a potential constomer I'm appalled tbh. I've dealt with other online retailers where RMA is always a smooth process and they take full responsibility. You also shouldn't really have to deal with the manufacturer within the 30 day period after sale.
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Soldato
Me to, took 3 months to sort out and eventually ended up getting a refund based on reduced value because the card was 4 months old (even though 3 of those it was actually broken). Still you live and learn.
just a thought though, can a bad 12v rail cause that issue. IE if that card isn't receiving enough power ?
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Soldato
They are re-testing it. They cannot reproduce the fault yet.
Yes. A bad PSU can cause all sorts of issues.
Honestly, if they can't reproduce the same so-called fault (I'm not saying the OP is lying here) then OcUK is at absolutely no fault. They should however do exactly what the OP said they did (Such as Play BC2) and try to match his specs or something.
Permabanned
The RMA should not depend on the retailer being able to reproduce the issue.
There's no way that OCUK's testing can be thorough enough without becoming cost-ineffective. You can do some testing, and if you see a problem then fine it's clearly a valid RMA. However, if your brief testing doesn't reproduce the error, you can't just turn around to the customer and demand more money for a product they know is faulty.
There's no way that OCUK's testing can be thorough enough without becoming cost-ineffective. You can do some testing, and if you see a problem then fine it's clearly a valid RMA. However, if your brief testing doesn't reproduce the error, you can't just turn around to the customer and demand more money for a product they know is faulty.
Soldato
They can and have done to me. If it were my card I'd have really fought the issue, but I bought it for a member of my family. It won't run at advertised factory clocks (artifacts), just stock 480 clocks. Too much hassle for me to follow up, he can just live with a stock clocked 480. Shocking CS tbh, down £28 inc postage. Don't know where I'm buying PC stuff now, but I know where I'm not
Soldato
how are OCuk supposed to protect them selfs against fraudulent behavior? they need to test the goods and if no fault found they should take it on the customers word? it wouldnt work, they only have on option and thats to return it too the customer and charge them for there time. unfortunately if there is a fault ocuk miss then thats a problem but you need to make a point og thorough tests and clear correspondence on what causes the issue how often it occurs and exactly how to reproduce the issue.
the system is in place for a reason and the fault HAS to be reproduced to validate the RMA, there really is no other feasible way to run the process!
Permabanned
Why would you send them a card at your own expense, just to get a replacement of the same card back a few days later?
Beyond obvious things like coffee all over it, or a fake card, there's no profit for any fraud to take place.
Soldato
it doesn't stop people trying, i could wager a few horror storys coming from the ocuk rma dept.
The RMA is as much about visual inspection as it is technical, looking for water damage, damage to the card form misuse like improper water block fitting or droppige etc, there plenty of scope for fraudulent RMA requests, some manufacturers of graphics cards have RMA charges of £30+ to even commence a direct RMA be it successful or not (sapphire being one i know of) so postage is a small price, to avoid further charges its your responsibility to properly document and relay the issue and to have correctly tested and 100% verified an issue in the first place.
i realy cant understand how you can expect a company to just take at face value a customers gripe and exchange a potentially expensive £2-300 item because they say theres something wrong with it, there has to be some sort of testing involved and OCuk arnt going to pay the postage costs on every request they receive, there isnt a company i know of that deal in the same product spectrum that would!
The RMA is as much about visual inspection as it is technical, looking for water damage, damage to the card form misuse like improper water block fitting or droppige etc, there plenty of scope for fraudulent RMA requests, some manufacturers of graphics cards have RMA charges of £30+ to even commence a direct RMA be it successful or not (sapphire being one i know of) so postage is a small price, to avoid further charges its your responsibility to properly document and relay the issue and to have correctly tested and 100% verified an issue in the first place.
i realy cant understand how you can expect a company to just take at face value a customers gripe and exchange a potentially expensive £2-300 item because they say theres something wrong with it, there has to be some sort of testing involved and OCuk arnt going to pay the postage costs on every request they receive, there isnt a company i know of that deal in the same product spectrum that would!
- Joined
- 27 Apr 2010
- Posts
- 48
A certain northern retailer beginning with E do.
Soldato
Its rare and no doubt chargeable back to the customer of no fault found so the op would be in exactly the same position as he is now
Permabanned
Rainforest store does it too.
@Kanifee I agree about visual damage - but in this case we know there's an issue with the graphics card. If OCUK can't reproduce it then all they've proven is that their testing isn't good enough - they haven't proven that the card is working, and they haven't proven that the customer is being fraudulent.
They're trying to save a few quid based on incomplete evidence.
@Kanifee I agree about visual damage - but in this case we know there's an issue with the graphics card. If OCUK can't reproduce it then all they've proven is that their testing isn't good enough - they haven't proven that the card is working, and they haven't proven that the customer is being fraudulent.
They're trying to save a few quid based on incomplete evidence.
Associate
I had this issue recently with an ocuk gtx 460, Id be playing games and suddenly a blue screen. The advice I was given was very clear and I fully understood all implications of the RMA system so I thought I was protected but sadly what displayed faults on 2 pcs here didnt there.
I was asked to run occt, prime95 and generally stress the sysyem then the bsod, was then told to reinstall the os which I did and again the bsod happened on the driver install (included a picture of the bsod and the the fault code).
I reverted back to my old 9800gt and no issues found and on the basis of this ocuk found that with my findings the card was most likely at fault. The card goes back and is deemed not faulty but prior to the test report I purchased a new mainboard, more memory and a new cpu oh and another psu incase it was that. Well after many phone calls and webnotes I got a new card, mind this card was under a week old so I couldve used the dsr but I wanted the card. I would never had sent the offending card back if thought it was ok and it was supports suggestion to do so, I dont have any luck with gfx cards
I now have a msi gtx460 cyclone which is far better, my advice would be to use the rma complaint system if all else fails or speak to Chris if you can in the rma dpt.
I was asked to run occt, prime95 and generally stress the sysyem then the bsod, was then told to reinstall the os which I did and again the bsod happened on the driver install (included a picture of the bsod and the the fault code).
I reverted back to my old 9800gt and no issues found and on the basis of this ocuk found that with my findings the card was most likely at fault. The card goes back and is deemed not faulty but prior to the test report I purchased a new mainboard, more memory and a new cpu oh and another psu incase it was that. Well after many phone calls and webnotes I got a new card, mind this card was under a week old so I couldve used the dsr but I wanted the card. I would never had sent the offending card back if thought it was ok and it was supports suggestion to do so, I dont have any luck with gfx cards
I now have a msi gtx460 cyclone which is far better, my advice would be to use the rma complaint system if all else fails or speak to Chris if you can in the rma dpt.
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