Gigabyte RMA Returned un-repaired

[MeltonMowbray]

Hi all,

When researching which graphics card to buy I stumbled across the OCUk forums a few years ago and ended up ordering my GPU from them based on some of the threads here. I went with a Gigabyte GTX 1060 for it's 3 year warranty and UK RMA centre, but I've found myself in need of some advice so I've joined the forums today

Recently my GPU has made a clicking noise under load, very audibly from across the room. At first I thought it was pump noise from my AIO, however discovered that it was only under load I could re-produce the issue. When ramping up the fans in MSI afterburner there is fan noise but not the clicking sound. I've also checked to make sure that there is nothing obstructing the fan. Replacing the card with a 1070ti also made the issue go away, so I feel it's unrelated to anything else in my system. I even tested the card in another PC and the issue still occurred. I wouldn't mind but the noise is pretty distracting, especially as there are normally other's in the room who have commented on the noise.

So I contacted OCUk who advised they could RMA but another option was to go direct to Gigabyte for a quicker TAT. I sent them a video of the issue and POP and they requested I send the card in. Paid for postage to the RMA centre and thought all was well. That was until a few day's later when I asked for an update, and was told that the clicking noise could not be re-produced with the GPU in their possession, and that they could no longer hear the noise in my original video. I forwarded them another video of the 1070ti under load with a noticeable difference in the noise it produced. The next day after extensive testing they forwarded me a video of the card on a test bench under load with no clicking noise. I thought it was possible I missed something, and that actually the GPU was okay. I received it yesterday and then today was able to test and surprise surprise I'm back to square one, the issue is still there, although slightly less audible it can still be heard across the room.

The reason why I'm posting this is because I'm unsure of what to do next to get my issue resolved. Should I get back in touch with Gigabyte? I mean I don't really want to pay another £25 for postage, or contact OCUk and have them take a look.

Thanks in advance for any responses

 

[MeltonMowbray]

Can you share the video of the ticking?

Sure, here's the video I originally sent in for the RMA.

https://www.youtube.com/watch?v=GMLCbMPy_wE&index=2&list=UU22AQo0bH5OLMl1wKz5oB5A

And here's the one with a different card in the same system.

https://www.youtube.com/watch?v=RXjBatzrAzs&list=UU22AQo0bH5OLMl1wKz5oB5A&index=1

 

[MeltonMowbray]

@GIGA-Man should be a me to point you in the right direction

Thanks, I presume they're a Gigabyte rep?

 

[MeltonMowbray]

HI Melton,

What was the returns number for the card we gave you if you sent it back to us directly?

Hey GIGA, My RMA number for the return was UKA-1860124

At the end of the day your contract is with ocuk, if gigabyte won't sort you out then push ocuk to sort it out.

I was thinking that, but then the RMA would still be forwarded onto Gigabyte through OCUk anyway

Does the noise stop if the card is upright (case on its side)?

Have you tried temporarily stopping the fans?

This is a good shout, or you could try to push the heatsink upwards when the card is underload, it could be sagging.

I have not as of yet, however these are good points. In the video sent by the RMA department the test bench had the mobo flat and the card was upright. I've taken it out of my system for now however when I can get round to it will test these points.

Edit: I'm still unsure it's the fans, since I pushed them to 100% in MSI afterburner and let them run for 10+ minutes and no noise.

 

[MeltonMowbray]

I have a very similar issue with a Gigabyte 1070 right now.

My Gigabyte Aorus 1060 sounds the same at around 40-50% fan rpm

Thanks for the info, when I'm able to test later today I'll check to see if I can check for this, and see what my fan speed is when I'm playing games.

Now I think about it the issue did coincide with an upgrade to a 1440p 144hz monitor, may have never noticed if the fans were below a certain RPM before. I guess the card's having to be cooled a bit more now and therefore my fan speeds gone up.

 

[MeltonMowbray]

HAH! I tipped my PC over today so the card is vertical, and guess what? No noise. Certainly I can confirm that for my 1070 Gigabytes testing is inadequate. The card needs to be horizontal, with the fan pointing down, as we suspected, for the noise to occur.

Same thing here, stopped one fan while under load and the noise stopped, did the same with the other and it also stopped so I'm not sure which it is at this point. Also tilting the card caused the noise to stop, same as it was on the test bench. I'm disappointed that as an RMA centre an issue that seems like its on more than just my card wasn't checked a little more, or that they didn't seem to try to reproduce the issue. Seems as if they whacked it on a test bench and called it a day when it didn't make a noise.

@GIGA-Man Any advice on where to go from here?

 

[MeltonMowbray]

So a complete failure on their testing department then, glad you have found the cause, just got to get them to test it again.

It does look that way. I think I'll give OCUk a ring tomorrow and see if they would let me send it in without any postage cost. If overclocker's do agree then I'd also like to see what GIGA-Man's suggestion is from here. I really don't want to pay more money to send it in again, however don't mind waiting a little longer on the TAT since I've upgraded to a 1080 and will most likely keep hold of the 1060/pass it on to a relative.

Edit: The thing that has left me so sour is that in my email correspondence I was told that they couldn't hear the clicking in the original video and that it was normal fan noise, even though I forwarded them the video and they suggested I RMA for the issue. When I asked why I was told to send in the card if there wasn't a problem in the video I sent them, they explained my Consumer right's with the retailer (which I chose not to use, instead opting for the manufacturer's warranty). They didn't actually answer the question directly, instead informing me they rarely deal direct with consumer's and that I did have the option to send it back to OCuk. I'm not sure if they were blaming the fact that it was an oversight because it wasn't from a retailer, or myself for not completely diagnosing the issue before sending the card in.

 

[MeltonMowbray]

Arrange a second RMA, I will over see it and et it picked up and sent back at our cost. Mention this conversation when you raise the RMA

Thank's for the reply, I've just dropped an email in and mentioned our conversations as well as a summary of everything that's happened.

I appreciate your help!

 

[MeltonMowbray]

Just as an update, collection of the card has been issued! I was advised that in my new video (linked below) the noise could still not be distinguished, even though in all three it's pretty clear. However they did advise that they would swap the card on this occasion which I'm 100% grateful for. That is subject to it being tested in both vertical and horizontal positions. I would have expected the fan to be repaired or replaced to be honest with you, ideally I'd like to keep the same card but as long as the issue is resolved I'm happy.

I'm just surprised that they can't hear the clicking noise to be honest. They did ask that I test the GPU outside of the case, however I really don't feel like dismantling my entire PC since I don't have a spare mobo/PSU/CPU sitting around at the moment. I'd think that it's something that they would be able to check, and it shouldn't be up to me to diagnose what's actually causing the issue.

Edit: Link to video https://www.youtube.com/watch?v=yAS_BO3bosc

 

[MeltonMowbray]

The fact that it stops if you touch EITHER fan implies it's a shroud issue, something is rattling or rubbing. Sorry you're having a hard time with it, it's pretty obvious that it's not behaving right.

Thanks for the reply, hopefully it all work's out this time round.

The card is being collected tomorrow. I'll update this thread with a resolution once I receive the card back, hopefully by the end of this week.

 

[MeltonMowbray]

Just an update for those of you who were curious as to what the resolution would be.

So sent the card on Monday, hadn’t heard anything except an email to state a new RMA number had been issued. I dropped them another email last night and received a reply this morning explaining that the card was on it’s way back and replaced as an exception which they promised, I’m pleased with that. It got delivered today, and I’ll be testing it tomorrow.

They are doubling down and claim the original card still made no noise, even when trying it with a vertical montherboard. Also the cooler wasn’t properly attached on the replacement card and there are scratches to the enclosure. I’m fine with this, I expected the card to be refurbished but a little dissapointed it’s cooler and backplate are in worse condition than the one I sent originally. As long as it work’s and I don’t have to listen to that infernal clicking I’m happy.

I’ll update the thread once more when I’ve ensured the card is functioning normally.

 

[MeltonMowbray]

To be honest it the whole scenario sounds **** poor on their behalf. The card is clearly faulty and then they cave in basically because they cant be bothered with you continuing to chase it and claim they are doing this as a one off and then to top it off they send you a dinged card....

Yeah, I do agree with you. I mean I wasn’t expecting anything other than to have the issue resolved, which although the card’s a little bit worse they’ve managed to do. It more frustrating them doubling down and still claiming the original card was functioning normally.

I’ve managed to test the card and the same clicking noise is there but only when the case is open and placing my ear next to the it. Not like the other one which could be heard across the room, and fortunately there are no other issues with the card as far as I could tell.

I appreciate gigs-man’s help, but I feel like I shouldn’t have had to get them involved in the first place. I’ll be avoiding gigabyte where I can in the future unfortunately, they do have some nice products.

I’d want to find out how things went for @Pocah if you’ve managed to set up an RMA yet.