So Unfair

[hobib_ali]

So My inno3d Boss 980 which is 4 months old packed up, firstly it was weekly crashes which I ignored

Then it was daily crashes which turned to hourly crashes and then crashes when not in gaming.

I tested the card on my brother PC, same crashes, I used his MSI 980 on my PC, it works perfect, 2 days of usage, no issues, which mean its not my PC, 100% faulty card.

I ordered inno3d because the overclockers warranty guide shows its a UK warranty with a 48-72 hour turn around, where overclockers deal with.

Im now told I have to wait 30 days, i thought if there ever was a problem then it would be sorted quickly.

I called overclockers and they do not want to help me!

is there away I can get my RMA expedited or get a replacement from them??

 

[hobib_ali]

WELL I GOT FOBBED OFF MAN

 

[hobib_ali]

SOGs its under 6 months old, onus on them, however timescale seems a bit unreasonable.

Presumably you have quoted the warranty guide to ocuk. Presumably they gave a reason why it doesn't apply.

they didnt give me a reason, they just said i have to wait 30 days, they would test the card and then send it off, i asked if they would let me know the outcome, they said it would be upto Inno3d to let me know, but this warranty guide I followed:



http://forums.overclockers.co.uk/showthread.php?t=18231329

 

[hobib_ali]

if they want they can confirm the fault, send me a replacement, like a reurbished one and then they could keep the one when inno3d sends a replacement.

but they wont.

 

[hobib_ali]

hobib_ali: Can you take a picture of the card heatsink please? (Use photobucket or a similar host service to how your pictures).

Ive already sent the card back so overclockers have it now,the heat sink is perfect, not a single spec of dust to be seen on the card, I regularly air dust my PC, I know 100% its the card as it was tested on another PC with the same issues, and a another card on my PC, again no issues.

I should have done my research as Evga will send you a replacement card before you send out the faulty one.

 

[hobib_ali]

Hi there

I am sorry to hear of this issue with this RMA, as the item is not classed as DOA (within 28 days) we ship items back to the manufacturer for repair / replacement.

Under the Sale of Goods act we are allowed a reasonable amount of time not govenered by law in order to turn around a repair / replacement on an item. And on non DOA RMA's we allocate a max of 28 days.

Its not set in stone that it will take that long but we give that as a maximum time scale. As Inno3D are based in Taiwan please bear with us on these sort of things.

If your item had failed within 28 days of purchase then it would have been replaced straight away within the DOA period.

I hope this clears it up

Bailey

Hang on, the reason why I ordered the Inno3d was because of the warranty guide states that its overclockers that deal with the RMA 48-72 hour turn around, now you saying your sending the card to Tawain? this is turning into a nightmare and its gonna take ages...

Im also told overclockers do the testing to verify the fault? so why bother if you gonna send it to the other side of the planet? so lame


http://forums.overclockers.co.uk/showthread.php?t=18231329

 

[hobib_ali]

That warranty list isn't official from OcUK. Forum poster Nelly seems to have made a good effort at the time (2011) to come up with such a list to help people decide on what to get. That is all. No matter how accurate it was then, it's out-of-date now.

If you can find official confirmation of 48-72 UK turnaround of Inno3D cards from either OcUK or Inno3D, that's your best chance of changing the regular procedure.

the only thing I can see is that warranty table as above, it should have been updated coz Ive been mislead, I only chose inno3d coz of the warranty, if I knew I would never have bought a Inno GPU from overclockers, looking online Amazon have the best service with regards to warranty replcements...

Anyway Ive got this email:

The product GX*** on RMA28**** has been sent back to manufacturer for repair or replacement. It will be returned to you as soon as we receive it.

Please be aware it can take up to 28 working days to receive a repair / replacement from the manufacturer.

Further email confirmation will be sent when the item is returned to you.


DOES THAT MEAN ITS CONFIRMED FAULTY AS OVERCLOCKERS TESTS THE GPU THEMSELVES BEFORE SENDING IT OFF??

 

[hobib_ali]

Are they not dealing with it by testing to confirm the fault then sending it back gor replacement for you?

Did it specifically say ocuk will replace it for you?

Well when I called them they said that they test the cards to confirm faults before they send it out to the manufacturer, but basically they know its faulty but they wont send me a replacement.

And I only purchased the card as I followed the warranty table

http://i.imgur.com/ZAGGU64.png

 

[hobib_ali]

if i ask overclockers to add some credit on my account, minus £50 from the 450 i paid do you think they will do that? that way I can add some more money and buy 2 390x cards or 1 980ti.....

 

[hobib_ali]

OK guys, i made my decision, i will not wait for a lengthy rma, and I hate my laptop, therefore I have decided to buy a new GPU

Im on a tightish budget, cant go past the 350ish mark, or 300 is ideal

I like the look of a 390 8gig but problem is Ive got a swift PG278Q gysnc monitor, will that cause problems?

next option is the 970 but that limited ram issue has kinda put me off but is it really an issue?

 

[hobib_ali]

As i understand it, the warranties are managed by OCuk but this does not mean the card wont get shipped back to the manufacturer. They must ship it back to claim stock back on the fault regardless of whether it is 28 days or 28 weeks. Saying that OCuk are not dealing with it as said because the cards location is elsewhere is ridiculous. If they find a fault and the manufacturer don't then OCuk will still cover you and replace the card, as has been done in the past, this is what is meant by an OCuk warranty, rather than the whole process being referred to the manufacturer. Ultimately the decision as to whether your RMA is successful is up to OCuk even if the manufacturer declares it fully functional.

I see the confusion has arose due to a non official post being out of date and wishful thinking on OP part. You cant exactly expect to hold OCuk responsible for misleading you when you didn't check if the post was up to date or even posted by OCuk staff.



I have experience working with tech related returns and the opening with an 'all i see' statement is used by almost every unhappy user that suffers from selective vision when it comes to what they are entitled to and what they aren't. From what i have read in this thread all i see is that OCuk handled the situation as they were suppose to and you did not want to settle for anything less than your miss-understanding of their RMA policy regardless of whose fault the miss-understanding was. If you pointed out to them in the first place in the customer service section, that you miss-understood the terms of the RMA (not posted by them but rather by a user on a forum they host), i am sure you would have had a far more productive and prompt response with OCuk staff suggesting possible solutions to your problem than you have had by posting a 'OCUK DONT WANT TO HELP ME, UNFAIR RETAILER' thread.

Being proactive with a return or RMA is not the same as being actively displeased. Attempting to reach a solution with the retailer often gives you much better results than standing your ground and shouting 'not good enough'.

pro-active?

I called overclockers today, a young man answered the phone, I asked to speak to a senior member of staff or a manager, he asked why, I spent 10 minutes explaining the situation, saying that I bought a inno3D 980 for 450 quid on the understanding of its excellent warranty and that if anything happened in terms of faults then it would be a smooth and quick and simple process to get it resolved and to process a fast replacement or even an alternative..

I was met with rudeness and a aggressive tone of voice, He told me there's no way he would get someone to speak to me, he didn't even ask to help me, he said "if you want to complaint you need to write in, If you want to speak to a senior member of staff, you need to put it in email"

At no point did I receive an apology or an explanation, in my point of view the service I received was disgusting, Ive worked in retail banking for 12 years and I would never dream of speaking to a customer in such manner..

I understand that I was confused by following a unofficial outdated warranty guide but I didn't know, sometimes its nice to have some faith in customers and go the extra mile to help them out, but who cares right.....

 

[hobib_ali]

So OcUK advertising "enhanced quick turn around warranties dealt all with themselves" but clearly not.

of course, any excuse to get the sale, cowboy customer service under a false smiley face, experienced 1st hand today.

 

[hobib_ali]

Just letting you know I have personally shipped you a brand new card.

I have just put the order through now and it will leave today.

Saves any hassle and aggravation for you.

Bailey

hah, what? you really did that for me? omg, absolute appreciation, , and the rumours are true, you are truly a gentleman, so no need to wait upto 30 days, windows 10 here I come

 

[hobib_ali]

erm, nope, he paid full price, this isn't the bgrade thread

i bought the card full price for 450 only 5 months ago, lovely GPU

 

[hobib_ali]

Yeah I would like to at least thank Bailey for helping the OP, hes going above and beyond whats current. He shouldn't and I don't think he is in the thread being damned for his actions.

But what people say is true, some basic processes and clear meanings of statements like 'Warranty is with OCUK' detailed so customers dont feel they are being mislead with what on face value makes you think OCUK deals with all aspects at OCUK for the warranty which we know they dont now with Inno3D cards.

I dont think its a massive ask and its beneficial for OCUK as well as it sets customer exceptions which helps keep staff time costs down when dealing with future requests around this product and its warranty process.

From an economical stand for managers they want this cost efficiency as it helps drive better profits or prices that drive more sales.

True, Mr Bailey is a fine man for resolving my RMA issue when Im sure he could have said "no you have to wait till the manufacturer sends you a replacement"

Ive just received the new card today morning and its working beautifully.

Im now gonna buy a new mobo ram and cpu to complete my dream set up, so will buy either the 5th generation CPU on a x99 board or the new 6th generation cpu

My current mobo is a gigabyte x58 UD7, its so old that the PCIE slots are way to close together, stopping me from a sli set up, the inno3d 980 is so fat it swallowed up 2 PCIEx16 slots, the other PCIEx1s are used up for my sound card and AC wireless card.