Gigabyte - Poor Service?

Menta

Menta

Menta

Associate
Joined
27 Nov 2008
Posts
51
Location
London
Hi,

Firstly, I just want to ask if anyone else had/has problems with Gigabyte? Cuz right now, I've been waiting for freaking 2 weeks for a reply. I sent my crashed motherboard to OcUK, they checked it and found a problem with it. And then they sent it to Gigabyte. I phoned up OcUK to get some kind of update on the process in the beginning of this week. But they don’t know what’s going on over at Gigabyte, and they can’t give me some kind of reference to be able to chase them. I know its Christmas times now but still. It can’t be that hard to receive the MB, throw it away and send me a new one. Which I guess they will do, since it will probably cost them more to repair a faulty MB rather than creating a new one.

The problem from the beginning that I experienced was that I got a number of blue screens. But after the last BS the screen didn’t want to get connection. I checked all the cables and so that the screen was working. And since my friends don’t use PC’s, I had to send my graphic card to OcUK, and they didn’t find a fault. So I send my MB which had a fault.

Im really not satisfied with Gigabyte, and since am a hard core gamer, two weeks is pretty long time to wait. Rubbish...
 
If gigabyte did not test at least some of the boards sent back then theres more than a few characters who would be sending boards back routinely 'just to get a new one' or because they had damaged or otherwise fried it.

Frustrating but inevitable given that processing one replacment probably wipes out the makers profit margin on say >10 good sales.
 
Thanks Brian, I have sent them a webnote.

Errata: OcUK tested the card within 1 day. Im only waiting for the lazy company Gigabyte now. Am sure that OcUK are a bit stressed as it is now, so I dont really blame them for the overdue.
 
hmmm this isn't good. I sent back my mobo last week and like the pw I had it processed by OC staff within a day and sent to Gigabyte for repair / replace. it did state in my email that I would get it back in 5 - 7 days (working days i pressume) today is day 6 so i was expecting to hear back either this weekend / start of next week. looks like i might not hear back till after christmas? :(
 
I've never had email responses from Gigabyte. Luckily, the motherboards I have had have been very good, with only one needing to be replaced under warranty, by the retailer.
 
I actually phoned gigabyte initially but they said send it to retailer (OC) so think contacting OC is the first port of call rather than going through the manufacturer
 
Alright. Thanks a lot for all the replies.

I've never had any problems using Gigabyte in the past 5-6 years. I do understand that it's x-mas times now as I stated earlier. But still, they should be able to deal with this, they've had about 10 days now.

I know that it may sound silly, but as I said, am playing quite a lot. I reached L80 on Wow just the day before the machine crashed. So my friends are quite far ahead of me. And I just bought a steering wheel as well, which I cant use now.
Ah well, whining won't make things go faster. But it definitely feels better to get it out.
 
It is my understanding that if the item is under 1 year old then it is the resellers responsibility to repair/exchange. You might mention that in a webnote.
 
I sent another webnote just now. Got a response back immedeately saying that it can take up to 28 days. So Derek W, I guess we'll have our boards back in January.

Totally rubbish.. poor service
 
I don't agree. 28 days turnaround to repair an item isn't "totally rubbish".

It does perhaps indicate that there might be a reason for OcUK to look into some kind of advanced RMA service, to put them a nose ahead of the competition. But I think it'd have to cost something, as they'd have to send you a new board, and they'd end up with a refurb. At least until they got a stock of refurbs on hand.
 
I sent a webnote in this afternoon but I guess reading this has told me when to expect things back. ah well. the new year it will be :(
 
Derek W said:
I sent a webnote in this afternoon but I guess reading this has told me when to expect things back. ah well. the new year it will be :(
Click to expand...
God hope they dont end up as pathetic as Asus with returns.

They usually take a few days, it comes to question whether OcUK send off items for RMA straight away? or do they wait till they have a batch of returns to save on freight costs?

Anyway, you can contact Gigabyte UK RMA dept at: [email protected]

Gigabyte UK Forum: http://forum.giga-byte.co.uk/

I do know that you can do RMA's direct to Gigabyte, they charge a £10 admin cost which goes towards returning the motherboard to you.

I would give Gigabyte a ring to make sure they even have the board there yet! Tel No: 01908 362700
 
Last edited:
Nelly said:
God hope they dont end up as pathetic as Asus with returns.

They usually take a few days, it comes to question whether OcUK send off items for RMA straight away? or do they wait till they have a batch of returns to save on freight costs?

Anyway, you can contact Gigabyte UK RMA dept at: [email protected]

Gigabyte UK Forum: http://forum.giga-byte.co.uk/

I do know that you can do RMA's direct to Gigabyte, they charge a £10 admin cost which goes towards returning the motherboard to you.

I would give Gigabyte a ring to make sure they even have the board there yet! Tel No: 01908 362700
Click to expand...


I got an email from OC saying they recieved my mobo and would do some testing.....within 24hrs I got an email saying that it was sent back to the manufacturer. So I dont doubt that OC have kept up their good service.

I had originally tried going direct to Gigabyte but they said since it was still under a year (3 months) that I should contact the original seller first to start the ball rolling on the RMA front.
 
Yes and like Brian Stuart said:
Brian Stuart said:
if the item is under 1 year old then it is the resellers responsibility to repair/exchange
Click to expand...
Because in my understanding, the warranty of 1 year with OcUK is included in the pricing. That means if it is less than 1 year old, OcUK will replace the card for me and then they'll get a new one from the manufacturer.

I don't know if this is a mistake by OcUK or a lazy manufacturer. Still, it is quite long to wait 3 weeks to get your parts back. I mean, it's not my fault that their products are crashing. And I guess you know how important it is to have a running machine for some.
 
Menta said:
Yes and like Brian Stuart said:

Because in my understanding, the warranty of 1 year with OcUK is included in the pricing. That means if it is less than 1 year old, OcUK will replace the card for me and then they'll get a new one from the manufacturer.
Click to expand...

It's not quite like that.

It's OcUK's obligation to replace, refund or repair the product. They're attempting repair by sending it to be fixed, and then they'll send it back to you. Only if repair isn't an option they can offer a replacement, or a pro rata refund.
 
I just got an email from OC saying that my mobo has been replaced and is on its way back to me :D

So I'll get mine back before Christmas, hope the PW gets his soon as well.
 
Derek W said:
I just got an email from OC saying that my mobo has been replaced and is on its way back to me :D

So I'll get mine back before Christmas, hope the PW gets his soon as well.
Click to expand...

Glad to hear. I haven't got any response what so ever. Guess mine will pop up in january... if Im lucky :)
Cheers,
 
Update:
Got confirmation today that OcUK will send me a new motherboard. Will probably arrive on monday. Pitty that Im travelling abroad for 2 weeks on tuesday :(

Didn't have any problems claiming back the 20 quid that I spent on sending it to OcUK. Even though Im not satisfied with the long delay... Im finaly happy first time in 4 weeks!
 
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