Gigabyte esupport no reponse... Help!

Halo123123 · 28 Aug 2019 at 14:03

Hello this is my first post on here, so sorry if it's in the wrong section.

I just wanted to know if anyone else has ever tried to RMA to gigabyte uk?
Their only form of contact seems to be a mailing service on their warranty page.

It says 3-7 business days response time, however it's been 9 days for me now and still not heard anything.

Just wondering has anyone else experienced anything like this? Are gigabyte on holiday or something?

GPU: AORUS GeForce RTX 2080 Ti XTREME 11G 3 months old
Started to artefact, then it's not picked up by device manager (error 43) and won't let me install any drivers.

All replies are greatly appreciated.

Thanks.

Thekwango · 28 Aug 2019 at 14:06

there's a pretty active and exceptionally helpful rep on these very forums (one of the reasons i've steadfastly stuck with gigabyte motherboards) - you can tag him by using the '@' symbol followed by his forum name (no space after the '@' symbol) like so @GIGA-Man - he might be able to shed some light or indeed help you out.

AMDPower · 28 Aug 2019 at 15:45

Halo123123 said:
Hello this is my first post on here, so sorry if it's in the wrong section.

I just wanted to know if anyone else has ever tried to RMA to gigabyte uk?
Their only form of contact seems to be a mailing service on their warranty page.

It says 3-7 business days response time, however it's been 9 days for me now and still not heard anything.

Just wondering has anyone else experienced anything like this? Are gigabyte on holiday or something?

GPU: AORUS GeForce RTX 2080 Ti XTREME 11G 3 months old
Started to artefact, then it's not picked up by device manager (error 43) and won't let me install any drivers.

All replies are greatly appreciated.

Thanks.

If you get difficulty dealing with gigabyte then go to original seller, they must deal with the warranty withing the first year. But gigabyte are good with warranty send them another email reminder. Plus their warranty service for uk is actually uk based.

GIGA-Man · 28 Aug 2019 at 16:30

Halo123123 said:
Hello this is my first post on here, so sorry if it's in the wrong section.

I just wanted to know if anyone else has ever tried to RMA to gigabyte uk?
Their only form of contact seems to be a mailing service on their warranty page.

It says 3-7 business days response time, however it's been 9 days for me now and still not heard anything.

Just wondering has anyone else experienced anything like this? Are gigabyte on holiday or something?

GPU: AORUS GeForce RTX 2080 Ti XTREME 11G 3 months old
Started to artefact, then it's not picked up by device manager (error 43) and won't let me install any drivers.

All replies are greatly appreciated.

Thanks.

Hey Halo,

Can you send me the link for where you requested the RMA?

If you mail [email protected] listing the card serial number and fault they should get back to you the same day. Although saying that a few guys are off on holiday at the moment so it could be a day or two.. If you have any issues just let me know and I'll make sure your RMA is dealt with ASAP.

flea.rider · 28 Aug 2019 at 17:00

wow .. maybe i'll try gigabyte next time round like the look of that service ..
well done

AMDPower · 28 Aug 2019 at 18:23

GIGA-Man said:
Hey Halo,

Can you send me the link for where you requested the RMA?

If you mail [email protected] listing the card serial number and fault they should get back to you the same day. Although saying that a few guys are off on holiday at the moment so it could be a day or two.. If you have any issues just let me know and I'll make sure your RMA is dealt with ASAP.

and this is the reason why many buy gigabyte here on ocuk, Giga man is always there to help, other manufacturers take note ASUS,PALIT, KFA.

specially ASUS tak note please.

Halo123123 · 28 Aug 2019 at 19:49

Thekwango said:
there's a pretty active and exceptionally helpful rep on these very forums (one of the reasons i've steadfastly stuck with gigabyte motherboards) - you can tag him by using the '@' symbol followed by his forum name (no space after the '@' symbol) like so @GIGA-Man - he might be able to shed some light or indeed help you out.

Thank you, Yes I have always liked their products, but never came across and issue to RMA, I would still recommend their products, just not their contact services lol.

AMDPower said:
If you get difficulty dealing with gigabyte then go to original seller, they must deal with the warranty withing the first year. But gigabyte are good with warranty send them another email reminder. Plus their warranty service for uk is actually uk based.

Yes, but I wanted to beat the middle man, as this ain't an issue the supplier can fix, dead/dying gpu.

GIGA-Man said:
Hey Halo,

Can you send me the link for where you requested the RMA?

If you mail [email protected] listing the card serial number and fault they should get back to you the same day. Although saying that a few guys are off on holiday at the moment so it could be a day or two.. If you have any issues just let me know and I'll make sure your RMA is dealt with ASAP.

Hi GIGA-Man,

Thanks for your reply.

Not sure which link you mean, was it this one? ( https://esupport.gigabyte.com/#list )

I tried that Email yesterday as a reminder to let someone know that I had messaged using the above link, but i've still not heard anything.

The info is as follows:
Ticket number: 744076-1
Product Name: AORUS GeForce RTX™ 2080 Ti XTREME 11G
Serial No: SN190801064432

Shall I forward the original message to that email?

Thanks again.

GIGA-Man · 29 Aug 2019 at 10:23

Ok

Halo123123 said:
Thank you, Yes I have always liked their products, but never came across and issue to RMA, I would still recommend their products, just not their contact services lol.

Yes, but I wanted to beat the middle man, as this ain't an issue the supplier can fix, dead/dying gpu.

Hi GIGA-Man,

Thanks for your reply.

Not sure which link you mean, was it this one? ( https://esupport.gigabyte.com/#list )

I tried that Email yesterday as a reminder to let someone know that I had messaged using the above link, but i've still not heard anything.

The info is as follows:
Ticket number: 744076-1
Product Name: AORUS GeForce RTX™ 2080 Ti XTREME 11G
Serial No: SN190801064432

Shall I forward the original message to that email?

Thanks again.

Okay, that's odd. I'll get it looked into ASAP and will talk to the RMA team now so this gets resolved ASAP.

GIGA-Man · 29 Aug 2019 at 10:56

Hello Halo,

I have looked into this and reported that the e-support team have not replied, this service is more for technical support issue rather than RMA. If you mail the below two address with the exact issues you are having with the card and the serial number, I will get it picked up and fixed or replaced for you.

[email protected] & [email protected]

Halo123123 · 29 Aug 2019 at 16:17

GIGA-Man said:
Hello Halo,

I have looked into this and reported that the e-support team have not replied, this service is more for technical support issue rather than RMA. If you mail the below two address with the exact issues you are having with the card and the serial number, I will get it picked up and fixed or replaced for you.

[email protected] & [email protected]

Thank you very much for your help.

I will send an email right away.

Halo123123 · 29 Aug 2019 at 16:39

GIGA-Man said:
Hello Halo,

I have looked into this and reported that the e-support team have not replied, this service is more for technical support issue rather than RMA. If you mail the below two address with the exact issues you are having with the card and the serial number, I will get it picked up and fixed or replaced for you.

[email protected] & [email protected]

I have just emailed to both those addresses with my issues and serial number. I'll update you if I anything else is needed. Cheers!

Hybridtheory · 29 Aug 2019 at 19:32

I'd just like to say that i think the response and helpfulness of GIGA-Man that i have seen on this forum is making me pick my new mobo from Gigabyte this time round.

Good job !

Freddie1980 · 29 Aug 2019 at 19:49

@GIGA-Man - I hope Gigabyte are paying you a commission on all the extra sales they get from overclockers.co.uk for all you good work you do!

llamadal · 30 Aug 2019 at 10:55

It was a few years back but I had an Asus board that was failing, it was just over a year old, they were utterly useless time and time again, this was dragging on for months, I just had some massive expenses, had no money for a replacement and the ocuk support guy must have told a gigabyte rep, they sent me an opened mobo for nothing - it didn't actually work lol - but they got another one to me a couple of days later.

They didn't have to do this, both gigabyte and ocuk, but it was a massive help - they have my loyalty where possible as a result.

GIGA-Man · 31 Aug 2019 at 13:51

Thanks guy's, it's nice to get such good feedback. I'll continue to help where I can, i'm a big gamer and I know what it's like not to be able to use your systems.

Gti · 2 Sep 2019 at 17:37

flea.rider said:
wow .. maybe i'll try gigabyte next time round like the look of that service ..
well done

You mean that level of service where they don't bother replying to your emails and you have to go on a forum to ask a rep to do something about it instead of them just responding through their official channels? I'd wager most buyers of the brand don't know about a rep on here so are stuck chasing their tails.
Yeah it's something, but I'd rate them more if you didn't have problems in the first place and if you did they were resolved through the easily accessible channels official channels.

ancientmariner · 2 Sep 2019 at 17:39

The assistance provided via these forums was the reason i purchased all my latest system parts from Gigabyte.

Steampunk · 2 Sep 2019 at 19:35

ancientmariner said:
The assistance provided via these forums was the reason i purchased all my latest system parts from Gigabyte.

That's all well and good, but what if Giga-man changes jobs, leaves the company, goes on holiday, or sick leave? If Gigabyte isn't responding to the customer support emails, that's a problem, despite the fact that Giga-man can jump in and sort it.

Rofflay · 3 Sep 2019 at 07:04

GIGA-Man said:
Thanks guy's, it's nice to get such good feedback. I'll continue to help where I can, i'm a big gamer and I know what it's like not to be able to use your systems.

You know they are right? If you ever left Gigabyte thier whole UK customer service for me would fall apart. You saved my mobo with a bios update where no other vendor wanted to support HPET toggles on Z87, You remember sending me the beta bios for NVMe drives on my z87 too? I still use that Gigabyte Z87 system! And i was mulling over a 2080ti Gaming OC as well.

The only reason i would do so is A you and B the 4yr warranty. But if you left i would probably just use EVGA as my exclusive vendor. You actually enable imo Gigabyte to offer a really good service and you have to wonder where are all the other reps from other vendors? How naughty they would not even give us a rep on the forums!

GIGA-Man · 5 Sep 2019 at 15:54

I totally agree with your comments STEAMPUNK, I would like to point out though the e-support system is for technical questions and not RMA. Once I passed the correct e-mail address over they replied very quickly and got the situation resolved. There's an RMA team that I don't actually work for, they do a good job and turn around most of the RMA's in 5 working days.

Rofflay, I do remember that and appreciate your kind words, if I did every leave I would make sure someone tried to take over this account but would tell you all first.