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Sapphire RMA Process

Trypta

Trypta

Trypta

Associate
Joined
12 Nov 2022
Posts
136
Location
Nottingham
Anyone had experience with the Sapphire RMA process through OCUK?

Sent my nitro+ in and wondering how long I can expect to wait until I get my card back. Are they likely to fix or just replace it? I know OCUK said 28 days max, but patience isn't a virtue of mine sadly. :cry:
Was doubtful about sending it in initially as it was just the RGB bar giving me issues- trixx stopped being able to change the lighting profile and the card wouldn't light up no matter what but the card performs great. And since the argb header was so delicate, the pins bent and broke when I was cable managing. I'll be disappointed if Sapphire decide to do nothing and claim the GPU was damaged.

I speak to Sapphire Ed sometimes, and he said they were indeed having issues with trixx at the time- causing the fan test to fail and not report RPMs with the recent amd drivers (another issue I was having) but said it also seemed unrelated to the lighting issue. (Trixx is getting an update soon though but date is to be confirmed).
Ed offered to chase up for me but it's the weekend and he's US-based so doesn't know much about the EU process.
 
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My Nitro 7900XT was sent back on the 8th so I’m keeping a keen eye on the calendar. I don’t expect any updates along the way except at some point to receive an email stating it’s coming back to me.

I’ve read some user experiences online of people being sent back other cards (not their original). I hope that isn’t the case as my card was unmarked and only had a couple hours use…

Trypta said:
And since the argb header was so delicate, the pins bent and broke when I was cable managing
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Same for me - snapped clean off. The way it’s soldered/joined to the PCB is awful I’m amazed they designed it that way.
 
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It's bad when you've bought a Chinese £4 argb cable from wet woodland and the pins are infinitely stronger than on your £1400 gpu.
 
Got a response back today saying that sapphire refused to fix the card due to physical damage, however OCUK came through with some amazing customer service and offered to replace it for me anyway.
Fantastic speed and service considering it only sent it back 7 days ago. Over the moon!
 
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Trypta said:
Got a response back today saying that sapphire refused to fix the card due to physical damage, however OCUK came through with some amazing customer service and offered to replace it for me anyway.
Fantastic speed and service considering it only sent it back 7 days ago. Over the moon!
Click to expand...

:o Wow, wonder what they'll do with it?
 
Trypta said:
Got a response back today saying that sapphire refused to fix the card due to physical damage, however OCUK came through with some amazing customer service and offered to replace it for me anyway.
Fantastic speed and service considering it only sent it back 7 days ago. Over the moon!
Click to expand...

That is great! I’m still waiting haven’t heard anything yet….they’ve had the card 3 weeks tomorrow.
 
Bailey has looked after me extremely well and beyond what I expected from OCUK, great company but shame on Sapphire. They don't realise/or care that these stories can make people change their minds when purchasing a GPU. I'm glad you've been looked after Trypta but OCUK shouldn't have to step in but major kudos to them for doing so.

Good luck to you Rare.
 
Just an updated but I chased OCUK in the end due to not receiving my card back within 28 days and they offered a new replacement. I opted instead for a full refund (given it was only about 8 weeks old), and now I’m deciding if I should pay a little extra and get the XTX, or wait and see if anything else comes out later in the year. Great service from OCUK though, so whatever I buy will be from them.
 
Alt0153 said:
shocker here that a gpu company ducks out of a warranty again
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Sad thing is Sapphire are seen as the EVGA of AMD cards too.. Always right up there when people recommend AMD cards and myself too when recommending AMD cards and buying AMD cards was always Sapphire for me and their toxic range.

Not a good look to have the retailer bail out the customer.. Nice job OCUK.
 
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rare said:
Just an updated but I chased OCUK in the end due to not receiving my card back within 28 days and they offered a new replacement. I opted instead for a full refund (given it was only about 8 weeks old), and now I’m deciding if I should pay a little extra and get the XTX, or wait and see if anything else comes out later in the year. Great service from OCUK though, so whatever I buy will be from them.
Click to expand...

That's now two in the same thread.. geeze Sapphire come on .. Seriously not a good look....
 
Purgatory said:
Sad thing is Sapphire are seen as the EVGA of AMD cards too..
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Hasn't that mainly been for the consistent quality of their cards/cooling though, rather than for their CS? Like EVGA has had the step-up program, transferable warranties, 'n stuff, but Sapphire?
 
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It hasn’t put me off Sapphire, I’m still contemplating going from the XT to the XTX. I could try another brand but I like the aesthetics and performance of the nitro.

But I will say, the RGB connector quality is shockingly bad, and one of my fans went bad after about two hours of use. What’s annoying is they engineered the fans in such a way that they can be easily replaced but then I had to send the card back and it still wasn’t replaced within the 28 day period. Thankfully OCUK are excellent.

With that and the awful coil whine on my first 4090FE, there is no way I would buy an expensive GPU these days without a warranty…
 
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Tetras said:
Hasn't that mainly been for the consistent quality of their cards/cooling though, rather than for their CS? Like EVGA has had the step-up program, transferable warranties, 'n stuff, but Sapphire?
Click to expand...

Sapphire from what I remember always had ace CS like EVGA had and other GPU companies of the past with great CS and RMA issues.

Sad to see this is happening now. Maybe something has happened there ? Lack of staff or something else to deal correctly with CS and RMAs.
 
If you ever send a card back via OcUK and heard nothing after 28 days then DEF contact them and they obvious sort you out from stock. I know it's obvious but some people wait weeks and weeks and weeks (and the aib doesn't care they'll let you wait!) and do nothing, really just contact them as rare has done here and it'll be much easier.
 
Absolutely, they didn’t even question it. Superb service from OCUK. One of the many reasons I’ve been buying parts off them since the early 2000’s.

You’ve got to be careful where you buy an expensive GPU from these days. It’s like buying an expensive car, you wouldn’t buy a Lambo from some bloke in a shed. I buy plenty of old GPU’s all the time for fun off eBay, but no way I would buy an expensive new one off anywhere else except a major established retailer.
 
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rare said:
You’ve got to be careful where you buy an expensive GPU from these days. It’s like buying an expensive car, you wouldn’t buy a Lambo from some bloke in a shed. I buy plenty of old GPU’s all the time for fun off eBay, but no way I would buy an expensive new one off anywhere else except a major established retailer.
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Yup, it's quite the investment these days!!
 
Yikes I was looking at the Nitro + XTX as a replacement for ASUS TUF XTX OC as I have had two so far with very bad coil whine. One of the reasons I went with ASUSA was the RMA process now I am thinking twice about Sapphire in case I need to do a RMA.
 
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