Sapphire RMA Query - No Manufacturers Warranty?

[Quarktran]

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

 

[Quarktran]

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

 

[Quarktran]

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.

 

[Quarktran]

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

 

[Quarktran]

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.

 

[Quarktran]

For clarity this was purchased directly from them and shipped by them. Hence my surprise and shock with a customer service agent directing me to a youtube video during my online chat with them. The video in question for those bored was this.

bringing from dead Sapphire Nitro Radeon RX 480 no boot/ no power / short graphic card repair

Here is shown full diagnostic on graphic card. For RX 480's that's one of the common issues. Make sure those caps putting back, cause they help closing trans...

www.youtube.com

Hence I am not confident of getting it resolved, but have been promised a call back from them tomorrow to see how I got on with Sapphire. Would definitely prevent me from buying anything like this again from them. Though as mentioned at the time overclockers had stopped shipping to Ireland (Thanks Brexit) and although they do now ship I don't trust our customs/revenue officers not to nail me on Vat and Import duties at ridiculous rates. Have been using their sister/evil overlords site instead for recent items.

 

[Quarktran]

@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?

My old PSU was over 8 years old. Solid as a rock, replaced it just in case this was the cause of the shutdowns due to transient spikes instead of the card but it wasn't and was due a replacement anyway. I was running it with a 5900x and the 6900xt plus the usual. I'd say you would be fine but you really won't know until you try.

 

[Quarktran]

At the time you purchased it, do you know if they were handling inventory for other sellers? My understanding is that's the usual way you can buy stuff directly from them and still end up with grey market / counterfeit. For that reason, I never buy anything when they handle fulfilment for a third party in the same listing.

Yeah, they definitely would have had 3rd party sellers selling the same item. It was pure scalping season though unsure if under same listing. Probably. Bought it out of frustration with needing a card and having failed, many, many times to get anything directly from AMD. Paid a little over the odds at the time but it was the closest to MSRP I could get and basically same price as some of the scalped 6800xts at the time. Madness.

 

[Quarktran]

Hi there, did you get this resolved with a positive outcome, would be interested to know, thanks.

Yes. Managed to get it resolved after about 4 weeks. Wasn't an easy process but got a full refund once I had returned the faulty card. The written confirmation from Sapphire that it had no warranty as was sold to the retailer at a discount on the basis they would deal with returns helped tremendously. Though this was disputed by them and said they would pick up with Sapphire.