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Overclockers Return Help!! XFX Geforce 7800 GS Extreme

Associate
Joined
15 Sep 2006
Posts
3
I bought a graphics card (XFX Geforce 7800 Overclocked) way back around mid March.

It had an intermittent fault where I would either refresh randomly and/or loose video signal completely (black screen), the only way I could get a picture back again was to restart the computer.

This happened regulary during gaming, and video playback, but sometimes it could go for a week or more without playing up, other times it would play up all day and I might be lucky and the problem would disapear the next.

I sent the card back Overclockers.Uk (where I purchased the product) as faulty, explaining the fault and what I had tried etc etc, it was returned and I found out it was the original card, put it into my computer and the problem occured after playing a video for around 10 minutes. I called them up and they said the card passed there benchmark tests (6 hours) and that no fault was found.

I sent the card back again and underlined the fact that this was intermittent and asked them to test it as long as possible, they said they spent the whole day this time running the card and still no fault was found. At this point I gave up as there was no help on the internet and Overclockers were simply charging me around £25 each time I sent it in for testing. I spent hundred's on other computer parts to make sure it was the graphics card and still the fault was there.

It wasn't until about a month later I read a forum where this problem occurs in every overclocked version of this card, and a small team (NGO) had created a driver to correct the problem until nVidia released a driver to resolve the issue.

This worked and I sent all the documentation to Overclockers along with the card, a 4 page!! word document of everything I have done, other people having the same problem etc

It took a week for them to get round to even testing it this time (Was tested/dispatched same day last 2 times) I was never contacted by them as to what was happening, I had to chase them up and spent 20 minutes in queue on the support line to be told it was faulty and they sent it for replacement.

A whole month passed and I asked for a status report on how long this was going to take, and if they were unable to replace it could they please just refund me the money, along with test fees they charged. Until this day I have yet to recieve a reply from them, as they chose to ignore the problem and hope it goes away.

Anyone else bought this card, had this problem? If so what have you done to get it replaced?

I called them Saturday and the guy on the phone was pretty un helpful and didn't seem to be in a position to actually help me. basically after 28 days after testing if nothing happens the manager starts making calls/email to XFX in this case.

about 30 seconds after i realised its been well over 28 days (they got it on 2nd august, didnt test it till 10th, then its been a further 42 days since then. assuming they really did test it on the 10th, i rekon they lied to buy more time but i cant proove that so will have to rest)

Anyway i called up again and after about 10 minutes i got through and told the same operator that its been more than 28 days, its been at least 42 and he then went on to tell me that Overclcokers have had a meeting with XFX last week or so as a lot of returns are waiting for replacements. the manager/managing director should contact me again within the week either sending me back a return or a credit note.

called again yesterday and was told that i should wait until the end of the month and then they might give a full refund. I then asked "so you'll give me a refund" and then i was told "well no"

so basically everything i try to do to get my graphics card back they give me a load of %&$* and i get no where.

Anyone here that can give me an idea of a way to get this sorted? I have waited long enough i think, and this is taking the ****.
 
Associate
OP
Joined
15 Sep 2006
Posts
3
i am not being unreassonable i dont think, i have waited ages now and kept my patience and whenever i try to get somewhere i hit a brick wall.

tried phone/email/tickets now and nothing works

spent over £25 in testing fees, over £10 in phone calls waiting in line to speak to someone and spent hundreds in extra pc components as OCUK kept telling me it was not the card, and after all that i am left with nothing still.
 
Soldato
Joined
15 Feb 2006
Posts
3,421
Location
Staffordshire
Hello.

Its Andy here... OcUK Technical Manager.

First of all, apologies for the problems you've experienced with this product.

Secondly, some explanations.


We have had many problems with XFX with regard to their ludicrously strict testing of cards and have been in talks lately to dispute this on behalf of our customers.

Last week, this dispute was totally and utterly concluded in our favour with guarantees for replacements and credits for all disputed returns.

This is something that has had to be dealt with by myself and other members of the management team which is why my colleague was unable to authorise any further help for you.

We have been incredibly busy over the last month (busier than Christmas) due to a huge increase in sales and this has clearly reduced the number of calls we can deal with on a day to day basis. We have been recruiting more staff to compensate for this. Our webnote system is the best bet for a response within 24 hours.

Our Testing Procedure:

Graphics cards are tested in the following 2 rigs:

Asus A8N SLi Premium
AMD Athlon 64 4000+
2 X 1GB Corsair XMS 4000 in Dual channel
Maxtor 200Gb SATA II HDD
Tagan 580W Easycon PSU
Cooler Master Hiper 48
NEC 4550a DVD RW

and

Abit AW9 Max Mobo
Intel Conroe 6600
2 X 1Gb Geil 6400 DDR 2
Western Digital Caviar 2500 SE SATA II HDD
FSP Sparkle "Epsilon" 700W
Pioneer 111 DVD RW
Cooler Master Hyper 48

All cards are put through a continuous burn in for a minimum of two hours solid with the following suite of games and benchmarking software:

3D Mark 05
3D Mark 06
AquaMark
Doom 3
Battlefield 2
Ghost Recon Advanced Warfighter (GRAW)
Far Cry
F.E.A.R.
Prey
Passmark Burntest 4.0

All test are ran at maximum resolutions with maximum anti aliasing(AA) and anisotropic filtering (AF) with all shadow, water, reflection and HDR settings Maxed out completely.

This is, 99.99% of the time, more than enough to bring a faulty card to its knees within minutes. However, intermittent faults are extremely difficult to replicate and sometimes slip through the net. I can only apologise for this as its the nature of the product sometimes.

That said, the delay has caused you great inconvenience and as such I am happy to offer you nvidia's current flagship card by way of an apology and a speedy resolution to this problem in the hope that this will go some way to compensate your financial loss in testing and shipping and the down time you have experienced.

I am offering the Leadtek GeForce 7950 GX2 1024MB GDDR3 TV-Out/Dual DVI (PCI-Express) - Retail (GX-086-LT) which can be found at the bottom of this page on our site:

http://www.overclockers.co.uk/acatalog/7950_Series.html

Please reply to this post ASAP with your RMA number and/ or E-Mail me directly (see below) if this is agreeable.

PLEASE NOTE: With respect, from your post, I have no idea who you are and cannot proceed any further without this RMA number.

Best Regards

AndyOcUK
OcUK Technical Manager
OcUK Tech Dept.
 
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Soldato
Joined
2 Mar 2006
Posts
3,193
Location
The Wirral
any chance i can get the same deal or a similar one

ive been waiitng nearly 3 months for a return on my XFX pci-e nvidia 6800
 
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Associate
Joined
19 Apr 2004
Posts
352
Location
East Yorks, UK
Excellent reply Andy, and very much showing OcUK do care. I am well impressed by the response and glad to see the original post didn't just get removed.

I have had a good experience of a recent RMA so hope this guy can get his sorted.

Cheers,

Mike
 
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Associate
OP
Joined
15 Sep 2006
Posts
3
AndyOcUK said:
Hello.

Its Andy here... OcUK Technical/ Returns manager.

First of all, apologies for the problems you've experienced with this product.
.......
Best Regards

AndyOcUK
OcUK Technical Manager
OcUK Tech Dept.

wow thanks ever so much Andy! I apreciate things can get busy and I understand that XFX are in the position to make your job hell. I looked around their site when i first had the problem and they had just recently closed their forums!

Anyway I shall email you my RMA and order number!

Thanks again for helping resolve this issue! You're back in my good books :p
 
Soldato
Joined
17 Aug 2005
Posts
4,297
That response right there from AndyOcUK is the best reason to purchase from OcUK. Along with their great prices, if things go bad you can expect excellent customer service like this. Well done OcUK.
 
Soldato
Joined
15 Feb 2006
Posts
3,421
Location
Staffordshire
*Update* :)

Hi "TickedOFF"

All sorted with XFX

Replacement card shipped as as agreed.

Should be with you tomorrow or Monday at the latest.

Best Regards

AndyOcUK
OcUK Technical Manager
OcUK Tech Dept
 
Man of Honour
Joined
12 Jul 2005
Posts
20,653
Location
Aberlour, NE Scotland
Hats off to Andy. It makes a change that someone from OCUK comes in here, admits there was a problem and get it sorted out. Usually the thread gets deleted and people banned. I know this is'nt the place normally to go on about shop matters but when it appears that no-one gives a damn about a problem and a person is left with a faulty product or hundreds of pounds out of pocket it gets frustrating. I know i've been there.

Well done Andy and OCUK. :D

Did you go for the 7950GX2 then? ;)
 
Soldato
Joined
15 Feb 2006
Posts
3,421
Location
Staffordshire
Jongo - Sorted yours.

http://www.overclockers.co.uk/acatalog/7900_Series.html

OcUK_7900GS.jpg


OCUK 7900GS replaced yours with this today. They are debadged Gainward cards due to them having far too many (basically a stock figure issue) - They are made by Pallet who make all Gainwards cards for them.

Thread here discussing this by GIBBO our product specialist and purchasing manager:

http://forums.overclockers.co.uk/showthread.php?t=17626780

Review Here:

http://www.theinquirer.net/default.aspx?article=34406

Enjoy!!!! :cool: :D



Best Regards

AndyOcUK
OcUK Technical Manager
OcUK Tech Dept
 
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