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Dead MSI GTX 570 RMA'd and reported working, not sure what to do next

Can you garuntee that the ops psu isn't at fault, not supplying enough juice to the card wich could cause similer issues, less hungry card wontcstress the psu and so notvreproduce the same effect, it isn't an open and shut email like you say, there are multiracial possibilitys and hence why you do as much testing yourself to clarifybthe issue. Putting the card in another machine is the first thing to do!
 
Sry if its been asked , but have you tried a friends card in your machine while the 570 is at ocuk ? it could point to a weak point in your pc other than the graphcs card
 
Can you garuntee that the ops psu isn't at fault, not supplying enough juice to the card wich could cause similer issues, less hungry card wontcstress the psu and so notvreproduce the same effect, it isn't an open and shut email like you say, there are multiracial possibilitys and hence why you do as much testing yourself to clarifybthe issue. Putting the card in another machine is the first thing to do!
 
Kanifee said:
Can you garuntee that the ops psu isn't at fault, not supplying enough juice to the card wich could cause similer issues, less hungry card wontcstress the psu and so notvreproduce the same effect, it isn't an open and shut email like you say, there are multiracial possibilitys and hence why you do as much testing yourself to clarifybthe issue. Putting the card in another machine is the first thing to do!
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Whilst I can't say with 100% certainty, this pc worked fine for 3 weeks with me really hammering it and out the blue this gfx issue occurs. I've had PSU's play up in the past in other machines, but have never seen artifacts and graphics card drivers crash as a result of it, normally the CPU will not get enough juice and blue screen. I did check the levels in the bios, and all 3 rails were within 0.1v of their various levels. I've got an old 800W Seasonic PSU in another pc that I could probably use to test it, but I don't really want to strip down a working pc that is in use daily when the signs (in most peoples opinion) are pointing to dodgy VRAM or something on the GFX card.

CSA said:
Sry if its been asked , but have you tried a friends card in your machine while the 570 is at ocuk ? it could point to a weak point in your pc other than the graphcs card
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I've got an old low end 8000 series card in there atm. Can't play games, but windows is rock solid, none of the desktop flickering issues that the 570 had. I might be able to get hold of a GTX460 to stick in it and test, but will see what OCUK say after the second round of testing.
 
Chances are its the card, I'm not implying it isn't all I'm doing is pointing out the endless scenarios that could occur and that's what justifys the RMA service, you simply as a retailer canot take a situation o.a customers 'word's
 
Kanifee said:
you simply as a retailer canot take a situation o.a customers 'word's
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You are right to a certain extent, but at the same rate, OCUK or any other retailer can't expect a customer to have a full array of spare components and/or a full test bed setup in their home. I have enough stress at work, when I come home, I want to be able to unwind playing games or w/e, I don't particularly want to spend hours stripping down working pc's, taking them out of use, to swap out components, also running the risk of the faulty component screwing up another working machine. If I'd put the 570 in another pc, and it screwed the mobo, suddenly I owe someone £150 for a new mobo on top of all the costs of returning the 570, and I very much doubt OCUK or anyone will cover a new mobo due to a faulty comp they sold me damaging it.

At the end of the day, it sounds like I should have taken some pics and video of the problem. I had it happening constantly and there was no denying their was an issue, but I made the assumption it was going to happen when returned. Somehow I don't think even that would have been enough, but we'll never know. I don't have much hope of the second round of testing recreating the issue, so I'll be left having to pay to get it back and see what happens then, but we'll see.
 
Also, there is a certain element of customer service here. You've got a customer who is already a bit unhappy something that's new has packed up so soon, regardless of the cause. You then annoy them further with a poorly designed RMA system, with short emails along the lines of:

- "You can return it, but we will charge you x, y and z if there is no fault (no return details given, or reference number, or reply email address)"

Followed by:

- "Test, no fault, you must pay the fee (no price given), call this number."

Followed by chasing emails saying:

- "You still haven't paid this fee (no price given)"

Suddenly someone who already not too happy is even less happy due to the lack of customer service here, as well as being chased for money when they have been busy at work or decided that calling OCUK isn't their top priority today. Firstly, there could be a proper online system for RMAs rather than sending unrelated email after email. Secondly, the first contact after the item hasn't been found faulty would be something like "Please call us to discuss this and provide more details to help us get to the bottom of this", not "You've already given us a grand, now give us more money".

On top of that, I'm now thinking "these guys aren't too friendly, they just want my money, I'll go elsewhere for the next pc I build, screw them" so for the sake of £30 or so, they've now lost out of my next £1k purchase. What if I now tell my friends about my bad experience and they take all of their next £1k purchases elsewhere? Suddenly that £30 and emails that could have been more polite and helpful have cost them £5-6k. What if those people tell their friends? That's how companies go bust.

None of that helps my situation, but maybe all the people saying a returns dept need to break peoples balls will realise the knock on effect it has.
 
All I can speak from is experience, I and friends have had RMA with OCuk with no issue, its a shame your having so much trouble. Fpact is the service is ran for a reason, I'd be hard pressed to find an alternative way other than just saying fine you say there's an issue there's a replacement/money back, we will hope the issues there and it isn't something else you may have missed and take the hit on the products loss.

I can't speak for there customer care and general handling of the situation and that's something that needs looked at and you should open a complaint about and I can sympathize it wouldn't help you deal with the situation.
 
The last time i had such problems and had reported back to me that my card was fine was when i first bought my 5870 ref card from them. The customer service was good and they agreed to test the card for me but in the end they found no fault even though i couldn't fire it up on my own rig. My situation was different though since i bought the card in shop so a few clauses didn't apply to me :( including the DSR however ocuk did kindly offer to test my whole rig if i brought it down to them for a small fee. In the end i took it to a third party vendor and they managed to sort it out for me (turned out to be a faulty pci-e slot).

If i was you and i lived relatively close to their HQ i would ask if they could test your whole system and let them see what the problem is. You'll end up spending more and more just picking at bits trust me.
 
When I RMA'd one of my GTX570's They couldn't replicate the fault yet I'm pretty sure I didn't pay for anything except the initial postage and the card's worked perfectly since.
 
Kanifee said:
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!
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You are making it out that customers are all crooks and are out to get OCUK. This attitude needs to change. The customer is ALWAYS right, no matter what, and it's OCUK responsibility to keep the customer happy. If they don't, threads like these pop up which is down right bad for business.

Sure there are some clear cut cases like if a card is reported dead and it clearly works when tested. But if it's in an intermittent issue or BSOD that only appears in certain conditions then OCUK will need to give the customer the benifit of the doubt. If they make a loss on the sale so be it, but they've gained a customer for life. And that customer will spread the word. A retail companie's reputation is far more valuable than a small loss that will be made on a few sales. Other companies can do it and so can OCUK. They just need to change their attitude and start putting more trust in their customers even if it means they might be wrong. Can you imagine how many sales are lost just due to this thread?
 
No company does it, not one offers a no questions asked refund on goods unless DSR. I'm not making out all customers are cooks just that a system needs to be in place to protect from abuse, said system must be In place.forall returns and not just implementad on what appear to be merky cases.

Your obviously feeling burnt and a little bitter on the subject but the attitude your taking is what pushes costs up and prices with it, I'm shore you'd find it would be more than a small loss taken by the company to offer the services
 
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Kanifee said:
No company does it, not one offers a no questions asked trundle on goods unless DSR. I'm not making out all customers are cooks just that a system needs to be in place to protect from abuse, said system must be In place.forall returns and not just imementad on what appear to be merky cases.

Your obviously feeling burnt and a little bitter on the subject but the attitude your taking is what pushes costs up and prices with it, I'm shore you'd find it would be more than a small loss taken by the company to offer Email services
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I'm not saying to accept all RMA's without question, just the ones that might be tricky to re-produce. I know for a fact other retailers do it as I've just recently RMA'd a card with A..... And they actually send out the replacement unit before receiving the faulty one to minimise downtime! Now that is customer service. Something other retailers can learn from.
 
rocsen said:
I'm not saying to accept all RMA's without question, just the ones that might be tricky to re-produce. I know for a fact other retailers do it as I've just recently RMA'd a card with A..... And they actually send out the replacement unit before receiving the faulty one to minimise downtime! Now that is customer service. Something other retailers can learn from.
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To be fair though that company is over 100x bigger than OcUK and can afford to do that sort of thing. OcUK is to them what a Local corner shop is to the Co-op (if maybe a bit exaggerated).
 
Moothead2 said:
To be fair though that company is over 100x bigger than OcUK and can afford to do that sort of thing. OcUK is to them what a Local corner shop is to the Co-op (if maybe a bit exaggerated).
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.. and so this sort of bad press affects them even more. This thread is now the top result on Google for "570 RMA" and probably other popular terms.
 
Moothead2 said:
To be fair though that company is over 100x bigger than OcUK and can afford to do that sort of thing. OcUK is to them what a Local corner shop is to the Co-op (if maybe a bit exaggerated).
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Fair point which I can agree with.

So what can the small corner shop offer that co-op can't? They can offer a more personal service perhaps and a friendly one that's based on trust.

I'm not sure about other potential customers here but I'd rather pay more and know I'll be taken care of if things did go wrong. But that's just me.
 
When I RMA'd a 6970, They sent a courier to collect it from my door.. I put a note in with it saying ''dodgy VRAM, Fine sometimes, not others'' and they rerfunded the purchase.

If i were you I'd be on the phone to them demanding they refund you for it.
 
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