Sapphire RMA Query - No Manufacturers Warranty?

Quarktran · 13 Mar 2023 at 11:44

Hi,
Was just wondering if anyone had experienced the following. Quick Summary:
I purchased a SAPPHIRE NITRO+ RX 6900 XT in Aug 2021, after months of trying unsuccessfully to get a ref model 6800/6900xt model from AMD and the shambles of Digital River.
I did not buy from overlockers but a competitor as they were not shipping to where I live anymore due to Brexit and stock was hard to find to say the least. Anyway the card never worked as expected, would crash in performance mode, but did work in silent mode/bios and with some undervolting. I would have returned at the time but their was no stock anywhere and needed a GPU so figured if it stopped working I would get it replaced under warranty.
Recently however it hard shuts down the pc when put under any load outside of normal desktop use, e.g. trying to play a game. I purchased a new Seasonic Vertex 1200 X ATX3.0 PSU as the previous one AX860i was getting on in years and needed replacement anyway. I thought perhaps it might be tripping the PSU due to power spikes. However this did not resolve it. I stress tested my current rig properly along with another card, no issue found. Then when testing this card in another computer same behavior, hard shut down when under load. So pretty sure its the card at this stage. I contacted the seller for RMA which is an authorized reseller, and they directed me to Sapphire, ( After they suggested for me to take the card apart myself to resolve, supported by some random you tube vid of someone doing this). I obviously didn't do this.

This is the response I received from Sapphire which I found odd, as wasn't aware this could be the case and in some instances new cards have no manufacturers warranty.
"Dear Sir/Madam:

According serial number (XXXX-XXXXXXXXX), the card does not have manufacturer warranty. It could be discount product from "XXXXX". "XXXXX" originally did not want our warranty protect but only asked for the discount purpose and they said they will handle it by themselves. So that we've provided them a discounted product without carrying manufacturer's warranty. Suggest you contact "XXXXX" support and confirm their warranty policy."

I am expecting a call back from the seller tomorrow to provide an update and will push for it to be fixed, replaced / refunded as per my EU rights but despite them being a large seller/reseller I am not entirely convinced. However its the response from Sapphire I would be interested to get peoples thoughts on.
Is this common practice, and if so I suppose in future I will need to check the RMA process in detail for all sellers/resellers, or are Sapphire just trying to wrangle out of their manufacturer warranty. Any thoughts on the above appreciated. Thanks

melmac · 13 Mar 2023 at 12:45

Looks like the seller has scammed you. Sapphire don't deal with RMA's directly. The seller should have never sent you to Sapphire and should have never advised you to take the card apart.

As for the response from Sapphire, it seems pretty clear to me. The place you bought the card from got discounted stock with no warranty from Sapphire than sold it to you as having a manufacturers warranty.

Szydero · 13 Mar 2023 at 12:58

Quarktran said:
Is this common practice, and if so I suppose in future I will need to check the RMA process in detail for all sellers/resellers, or are Sapphire just trying to wrangle out of their manufacturer warranty.

it's a special sales agreement, sellers get's cheap bulk stuff and manufacturer don't give them any warranty.

it's same with Nvidia AIB's.

Quarktran · 13 Mar 2023 at 13:01

melmac said:
Looks like the seller has scammed you. Sapphire don't deal with RMA's directly. The seller should have never sent you to Sapphire and should have never advised you to take the card apart.

As for the response from Sapphire, it seems pretty clear to me. The place you bought the card from got discounted stock with no warranty from Sapphire than sold it to you as having a manufacturers warranty.

Thanks, I had interpreted it the same way but wanted to make sure I hadn't gone mad. Very surprised base on the size of the seller, as they are one of the biggest in the world, if not the biggest.... They even have the option to look for support from them within their site for 2 years on the order and also claim additional support offered by manufacturer/ Sapphire. Never had an issue with them before and customer service has for the most part always been excellent. However didn't think they would be engaging in those kind of business practices let alone suggesting I disassemble it and repair it myself. Hopefully they will take ownership of it tomorrow. Thanks

Gibbo · 13 Mar 2023 at 13:02

Sapphire don't deal with end users.
Warranty is with the reseller as per resellers advertised warranty, need to follow up with reseller.

Sounds to me like Sapphire have sold stock cheap or a deal to the company in question with no warranty.

Gibbo · 13 Mar 2023 at 13:03

Quarktran said:
Thanks, I had interpreted it the same way but wanted to make sure I hadn't gone mad. Very surprised base on the size of the seller, as they are one of the biggest in the world, if not the biggest.... They even have the option to look for support from them within their site for 2 years on the order and also claim additional support offered by manufacturer/ Sapphire. Never had an issue with them before and customer service has for the most part always been excellent. However didn't think they would be engaging in those kind of business practices let alone suggesting I disassemble it and repair it myself. Hopefully they will take ownership of it tomorrow. Thanks

Well if its same big company I've had recent dealings with (rain forest), totally shocking, in short robbed me of £330, thank god for my AMEX card in this case.
My post is in GD as was not computer hardware.

Quarktran · 13 Mar 2023 at 13:03

Szydero said:
it's a special sales agreement, sellers get's cheap bulk stuff and manufacturer don't give them any warranty.

it's same with Nvidia AIB's.

Thanks for clarifying. I wasn't aware, and one for me to be mindful of in the future.

Aretak · 13 Mar 2023 at 13:04

Quite an interesting situation, especially given the retailer involved. You'd hope they'd sort it for you. They gave me a full refund for a faulty card once when I told them that the manufacturer wouldn't help me, so hopefully you'll get the same result.

Quarktran · 13 Mar 2023 at 13:05

Gibbo said:
Well if its same big company I've had recent dealings with (rain forest), totally shocking, in short robbed me of £330, thank god for my AMEX card in this case.
My post is in GD as was not computer hardware.

Yes it is indeed the same big company

Gibbo · 13 Mar 2023 at 13:14

Quarktran said:
Yes it is indeed the same big company

Yep see my thread in GD, absolute disgraceful behaviour by them, thankfully my CC company stepped in and refunded me. If you purchased on a CC you can maybe try same. Try emailing [email protected] I get the impression they have been scammed a lot as the police told me some shocking stuff regarding PS5's and my guess is the refund no quibble policy has now no doubt been changed and as such genuine people with issues like myself and you are now been unfairly treated.

G J · 13 Mar 2023 at 14:05

When you recieved the card did it come with all the normal packaging or just in a brown box with the card as some sellers and even authorised sellers will sell OEM not for retail/refurbs/repaired cards as brand new cards.

fowler002 · 13 Mar 2023 at 14:25

Gibbo said:
Sapphire don't deal with end users.
Warranty is with the reseller as per resellers advertised warranty, need to follow up with reseller.

Sounds to me like Sapphire have sold stock cheap or a deal to the company in question with no warranty.

Hope it’s ok if I ask this here, I’ve been looking at the Sapphire Pulse(trying to decide if I should go 7900xt or xtx). On the product page here it says 3 years warranty but on a competitor’s I noticed it said 2 years so I was confused, so from what you’ve said the warranty is seller dependent i.e if I buy from you it’s 3 years & if I buy from elsewhere it depends on what it says on their site?

Gibbo · 13 Mar 2023 at 14:28

fowler002 said:
Hope it’s ok if I ask this here, I’ve been looking at the Sapphire Pulse(trying to decide if I should go 7900xt or xtx). On the product page here it says 3 years warranty but on a competitor’s I noticed it said 2 years so I was confused, so from what you’ve said the warranty is seller dependent i.e if I buy from you it’s 3 years & if I buy from elsewhere it depends on what it says on their site?

All Sapphire custom product we buy has 3yr warranty and MBA 2yr from Sapphire.

fowler002 · 13 Mar 2023 at 14:30

Gibbo said:
All Sapphire custom product we buy has 3yr warranty and MBA 2yr from Sapphire.

Ok thanks

Quarktran · 13 Mar 2023 at 14:32

G J said:
When you recieved the card did it come with all the normal packaging or just in a brown box with the card as some sellers and even authorised sellers will sell OEM not for retail/refurbs/repaired cards as brand new cards.

Full Retail Packaging. Brand new, fully sealed etc.

fowler002 · 13 Mar 2023 at 14:46

@Quarktran how long did you have your old psu for? I have the non-i model which is almost 5 years old, currently have an intel 8700k & evga 1080ti ftw but planning on upgrading to a 4080 or 7900xt/x & intel 13700k or AMD 7800x3d(going to decide once the reviews for the 7800x3d come out in the coming weeks). Will the psu be sufficient?

rare · 13 Mar 2023 at 14:47

Pretty disgraceful behaviour from the retailer. Surely they should notify you the product they are selling comes with no warranty?

Tetras · 13 Mar 2023 at 14:49

Quarktran said:
Full Retail Packaging. Brand new, fully sealed etc.

Was it sold by them directly, or through a third party?

MCFC_ANDY · 13 Mar 2023 at 15:10

i would check my receipt when you bought it and see if it says no warranty, if it doesnt then surely theres a case to be brought

muon · 13 Mar 2023 at 15:47

rare said:
Pretty disgraceful behaviour from the retailer. Surely they should notify you the product they are selling comes with no warranty?

Was probably a random seller on amazon.

No way amazon would point you to a youtube video.