Received 3080 physically damaged! MSI Resolved case (Lock Thread)

varkanoid · 11 Nov 2020 at 21:21

Quartz said:
That's not true. OCUK were very good after my Titan XM failed the day after it arrived - the fan failed - and I was sent another Titan XM.

I dont think you would get the same service if it was a GTX 1650.

Woodsta888 · 11 Nov 2020 at 21:32

himself000 said:
Sorry but it is very much OCUK's fault that they are still taking pre-orders of a non existent product that has not even shifted 50 units (on the one im in queue for) in 2 months and it seems anyone with a faulty unit gets shoved to the back of the queue again. I would not be happy if after all this time my card turned up broken.

Like the OP who also mistunderstood. I was replying to the guy who was telling the OP to leave a bad review and how he was mad because he hadn't gotten his card yet.

Plenty of other vendors out there posting stock to buy daily. If everyone went to OCUK, and they got the most orders, then you'll have to wait longer via OCUK as you are in maybe the biggest queue's.

Lots of vendors closed their pre orders and just pop stock up when it arrives and you just gotta be quick, they go quick and it's soon obvious when they are out of stock. You don't need to spend 4hours F5'ing a website and multiple basket completion attempts to get one.

Dean Guile · 12 Nov 2020 at 01:33

Woodsta888 said:
Like the OP who also mistunderstood. I was replying to the guy who was telling the OP to leave a bad review and how he was mad because he hadn't gotten his card yet.

Plenty of other vendors out there posting stock to buy daily. If everyone went to OCUK, and they got the most orders, then you'll have to wait longer via OCUK as you are in maybe the biggest queue's.

Lots of vendors closed their pre orders and just pop stock up when it arrives and you just gotta be quick, they go quick and it's soon obvious when they are out of stock. You don't need to spend 4hours F5'ing a website and multiple basket completion attempts to get one.

oh I just realised, I jumped down your throat thinking you were speaking to me about being out of stock and acting like there's loads of stock.
My apologies, as you can imagine I'm a little bit peed off at the moment, so anger and short temper just a side effect of this complete shambles of this whole scenario, and what's happening, well or lack thereof anyway.

Woodsta888 · 12 Nov 2020 at 10:56

Dean Guile said:
oh I just realised, I jumped down your throat thinking you were speaking to me about being out of stock and acting like there's loads of stock.
My apologies, as you can imagine I'm a little bit peed off at the moment, so anger and short temper just a side effect of this complete shambles of this whole scenario, and what's happening, well or lack thereof anyway.

No problem raver, hope you get your card sorted soonest

Dean Guile · 12 Nov 2020 at 11:46

WOW!!! Even MSI cannot understand why overclockers are not allowing to return once stock is in.
Please overclockers, I'm begging you now, I shall ask again politely. Can I please return this card as and when stock arrives?

It really is not asking a lot is it.

WesleyBurns · 12 Nov 2020 at 12:30

Plastic backplates, tut tut tut...

ketma · 12 Nov 2020 at 12:30

Wow, I would expect you to get a replacement card as soon as one comes in or be offered an alternative, surely receiving a physically damaged card goes to the top of the RMA process.

Al-X · 12 Nov 2020 at 12:33

For me, it's the rust that is the fatal signal here.
The card can operate with the broken backplate, and if it survived the shock of whatever broke it, no permanent harm was done. But... corrosion... = killer.

You mention the underside of the screw is rusted. But so is the top of the one in the middle of the backplate, visible in the pic.
I have cards ten years old with no rust like that anywhere. And this one is new?

Seems like this has been "immersed" in water at some point - possibly just condensation if the humid air of the orient got trapped in the bag. But if there has been that much moisture in that vicinity of the card, who knows what other corrosion horrors are now hidden by the backplate.
Those little sachets of crystals that normally accompany sensitive electronics in a bag? They're for sucking up and moisture in the enclosed air, to stop this happening between packing and opening. Maybe your bag didn't get the sachet, but I doubt even those crystals could absorb that much moisture.
This card will die a premature death, for sure.

100% RMA and replace. Do not even be tempted to use it.
Write in for an RMA attaching that pic (or keep spending forever on a phone).

And consider switching to another brand, if that coil whine is "normal" (mentioned by other recipients).
The coil whine might be an indication of corrosion of the electronics, but I'm just speculating there.
Either way, I've spend a decade inching my PC towards quietness, and now the only sound is the quiet hum of the single 120mm case fan that I haven't quite brought myself to remove yet.

J.D · 12 Nov 2020 at 12:48

Dean Guile said:
WOW!!! Even MSI cannot understand why overclockers are not allowing to return once stock is in.
Please overclockers, I'm begging you now, I shall ask again politely. Can I please return this card as and when stock arrives?

It really is not asking a lot is it.

@Gibbo @MSI-Guru @MSIUK Support @Space Monkey

Can someone deal with this? What the hell is happening with OCuK? Even MSI are willing to get involved to help the guy out.

I don't understand, customer service at OCuK has always been exceptional for me in the past. It doesn't make sense.

Woodsta888 · 12 Nov 2020 at 12:53

Many frequently spout that the reason they buy at slightly elevated prices from OCUK was due to the customer service. Hmmmm

Space Monkey · 12 Nov 2020 at 12:59

J.D said:
@Gibbo @MSI-Guru @MSIUK Support @Space Monkey

Can someone deal with this? What the hell is happening with OCuK? Even MSI are willing to get involved to help the guy out.

I don't understand, customer service at OCuK has always been exceptional for me in the past. It doesn't make sense.

Hi guys,

Please can someone summarise (calmly and precisely) what's been done? I can see the card arrived damaged but has the buyer contacted OCUK via the Customer Service sub forum? What is the buyer asking for? What was the response?

I'll see what I can do

Dean Guile · 12 Nov 2020 at 13:05

Space Monkey said:
Hi guys,

Please can someone summarise (calmly and precisely) what's been done? I can see the card arrived damaged but has the buyer contacted OCUK via the Customer Service sub forum? What is the buyer asking for? What was the response?

I'll see what I can do

To clarify for anyone reading, I hace contacted support via private forum posting. RMA of course is no question, but they want me to return and then wait in the queue.
My request was then, thank you for accepting RMA, so when stock arrives, or when you have a date at least I can return the card and get sent another card, they refused this request, saying "THE SYSTEM" can only return and put me in queue. Personally I think it's a reasonable request, but that's me, im not asking for a lot, simply to return when stock is in, instead of returning to wait in line all over again.

Another forum member then posted about how OCUK was good with him TWICE!! that they sent him out a replacement before he even sent his card back, so as customer has ZERO downtime, the customer then had 14 days to send the RMA card back, if not he was charged for another card, again very reasonable. Although this would be amazing, im not asking for this, I understand how stressful and busy it is right now with this shambles of a release, so I totally understand, and wouldn't ask for this level of customer service, i'm asking for a much lighter more normal level of service.

I'm simply asking for them to put a card aside for RMA purposes, upon which I can then return my card, and be sent my replacement once they receive my card. Reasonable or not?

EDIT: didn't notice you are something to do with OCUK, so yes as I outlined above is the current situation.

J.D · 12 Nov 2020 at 13:11

Space Monkey said:
Hi guys,

Please can someone summarise (calmly and precisely) what's been done? I can see the card arrived damaged but has the buyer contacted OCUK via the Customer Service sub forum? What is the buyer asking for? What was the response?

I'll see what I can do

Thank you Space Monkey. Due to the exceptional circumstance of what this Ampere launch is, I hoped customer services would be a little more forgiving due to the current climate with these cards. It's not my card, it's just that OCuK have always been excellent in dealing with any problems I've had.

Again, thank you for taking a look for this gentleman.

Dean Guile · 12 Nov 2020 at 13:20

JD, I just want to take a moment to thank you, as I feel so alone right now with all this, it really is heartbreaking, yeh call me a nerd/geek whatever but I am one and proud of it and worked hard to be able to afford such a level of hardware, and as you said this is a far from normal circumstances situation since this whole release has been all over the place.

So thank you.

Sleepy Stu · 12 Nov 2020 at 13:45

Dean Guile said:
JD, I just want to take a moment to thank you, as I feel so alone right now with all this, it really is heartbreaking, yeh call me a nerd/geek whatever but I am one and proud of it and worked hard to be able to afford such a level of hardware, and as you said this is a far from normal circumstances situation since this whole release has been all over the place.

So thank you.

I don't think you are really alone. OCUK have given you their answer. The simple truth of the matter is that you don't like that answer. If you are dissatisfied with OCUK and their customer service then simply you vote with your feet (on in this case your money) take your refund and go to another company who offers you better customer service!!

Dean Guile · 12 Nov 2020 at 13:47

When I say alone, and thanking them, I mean with how 1 would feel about this, not physically alone. One who understands the frustration of such an event if it were to happen to you.

Space Monkey · 12 Nov 2020 at 14:14

@Dean Guile

If I'm reading this right and from experience, the reason they can't let you keep the card and wait for a return is that there is no stock available at this time and I'm guessing no known ETA for replacements, the other guys who've mentioned they had a cross ship replacement was because they had stock which was likely sent straight away. With the limited staffing due to CV19 etc.. and the huge amount of orders currently going in (not just GPUs) they don't have the man power for someone to constantly monitor as to whether your replacement has shipped and you've returned the damaged one, so they don't want to risk losing hundreds of £'s (quite rightly so).

The question I still have is, if you return the damaged card, I'm assuming they will put you at the front of the queue for a replacement, which I'm sure they were doing anyway?

Sleepy Stu · 12 Nov 2020 at 14:16

Space Monkey said:
@Dean Guile

If I'm reading this right and from experience, the reason they can't let you keep the card and wait for a return is that there is no stock available at this time and I'm guessing no known ETA for replacements, the other guys who've mentioned they had a cross ship replacement was because they had stock which was likely sent straight away. With the limited staffing due to CV19 etc.. and the huge amount of orders currently going in (not just GPUs) they don't have the man power for someone to constantly monitor as to whether your replacement has shipped and you've returned the damaged one, so they don't want to risk losing hundreds of £'s (quite rightly so).

The question I still have is, if you return the damaged card, I'm assuming they will put you at the front of the queue for a replacement, which I'm sure they were doing anyway?

No in @Dean Guile defense he has been told to return the card for a refund and join the back of the queue for a new one?

Space Monkey · 12 Nov 2020 at 14:17

Sleepy Stu said:
No in @Dean Guile defense he has been told to return the card for a refund and join the back of the queue for a new one?

Has he though?

Dean Guile · 12 Nov 2020 at 14:22

Sleepy Stu said:
No in @Dean Guile defense he has been told to return the card for a refund and join the back of the queue for a new one?

Not sure where you got the refund thing from, that was an advisement from another forum member not official. Unless that forum member is OCUK staff, I don't know, was they?

I've never said anything about queue position, as it's obvious RMA will be placed at the front, but regardless you could be 1st and waiting weeks, or 1st in the asus queue and be getting it tomorrow, either way It's back in the queue again.

I understand how busy it is, what I'm asking is a lot simpler as your laying out, is that when there is a confirmed date of stock coming in, no one at your end has to watch anything, I simply need to know when the stock is arriving.

If it is really too hard for OCUK to provide such a simple return process, then just a date is all that is needed. Can they handle that, a date? or even a rough estimate will do, damn

So your telling me, there is no team for RMA's, you just use whoever is available to deal with returns, shocking for such a large company to not to be able to handle that.

Remember Im not asking for one to be shipped to me before I send mine!! as and when it is in YOUR POSESSION, is then when you release the replacement. So no one has to monitor anything regarding that.