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xfx warantee

kiel367

kiel367

kiel367

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Joined
17 Jul 2009
Posts
2,162
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at home, you?
so, been tryin to rma a card with xfx directly as the company who supplied this card (5850) from my spare rig, is now bust, so, im assuming the manufacturer now has to deal with the warantee side of things, so here my comunication starts

Message History
[ 11/3/2012 10:49:29 PM] card has started to artifact and crash any computer it has been tried in (4 different systems)


[SHAUN_T 11/5/2012 9:59:56 AM] Hi Kiel, thanks for your message. Do you ever experience these graphical issues immediately upon booting the system up, or do they only ever appear during use? What temperatures are you receiving from the graphics card when idle and under load? What are you doing with the system when you encounter these graphical issues and crashes? Kind regards, Shaun.


[ 11/5/2012 2:34:43 PM] hi, yes there are artifacts on the screen on boot up, and the system locks up and crashes as soon as i start either a game or benchmarking tool, have not managed to gauge the temperature


[SHAUN_T 11/6/2012 10:34:05 AM] Hi Kiel, thanks for the quick response and extra information. Unfortunately, as you have experienced these graphical issues from boot and also when tested in multiple systems, the graphics card would appear to be faulty. The warranty within Europe is usually the responsibility of the reseller, but you would need to contact them to enquire about any remaining. Kind regards, Shaun.


[ 11/6/2012 10:50:47 AM] hi, unfortunately the online retailer is now out of business who i purchased the card from


[SHAUN_T 11/6/2012 11:47:51 AM] Hi Kiel, thanks for your message. Unfortunately if the reseller is now out of business, there isnt anything more XFX can do in this case. It would appear time for you to consider an upgrade to your system, so let us know if you require any future purchase advice. Kind regards, Shaun.

:confused::confused: i thought that the manufacturer would have had to sort this out now that the retailer is out of business??
 
just replied to them with this

11/6/2012 11:58:15 AM] so there is no way xfx can cover their own warrantee? if the business is no longer trading, i would have assumed then it would fall under the manufacturer to resolve this
 
ok heres the latest reply from them
[SHAUN_T 11/6/2012 3:47:50 PM] Hi Kiel, thanks for your message. In some instances XFX could do what is possible to help out, but in this case there isnt anything we can do unfortunately. Sorry about this Kiel, but let us know if you need any help in the future. Regards, Shaun.


had the card for about 10 months, but have moved house twice in that space of time due to landlords being idiots about pets, so dont have the invoice anymore but anyway, it was bought from another site, not here, but surely due to them having the serial number they should be able to check it all out and help me out.

will NOT be purchasing anything from them again
 
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heres the latest

[ 11/8/2012 12:07:50 AM] could you explain why in this case nothing can be done?

[SHAUN_T 11/8/2012 9:35:41 AM] Hi Kiel, thanks for your message. Firstly, there is no direct XFX warranty with the customer, it is only between XFX and the distributer and a card this old would not have anymore warranty unfortunately. Kind regards, Shaun.

[ 11/8/2012 2:50:01 PM] the card is 10 months old, im pretty shocked that such a big company deals with this in such a manner, this is no way a reflection on yourself, you are simply doing your job, but from what iv now read up on, xfx have the worst record for helping customers, and i will be contacting trading standards over this, as all electrical items must be provided with at least 12 months warrantee, this one lasting 10 months from new.

absolute joke
 
latest update on this saga

[SHAUN_T 11/9/2012 9:35:24 AM] Hi Kiel, thanks for your message. We have been made aware of the thread you have created on Overclockers. This graphics card was shipped out to our customer in June 2010, hence the card is 2 and a half years old and has no warranty on it at all and is the reason we couldnt help. There is no way this card has sat on a shelf from June 2010 until your claimed purchase date in November 2011. We have noticed on the forum thread and also in your customer information you have failed to say which retailer you purchased this item from. When a product is below 2 years old, which is the warranty period our direct customers get, we do try and help the end user if possible if their reseller has gone out of business. But we do require information regarding where you purchased the item, a receipt or invoice from that reseller proving purchase within the last 12 months so we can verify this. As for contacting Trading Standards, you are more than welcome to do this and we urge you to do so to clarify the law on this, rather than relying on `forum lawyers` information, which may or may not be incorrect. Although your card is well over 2 years old we would not ordinally get involved, as any warranty has expired. However, in this case if you can supply us with your retailer`s name and an invoice/receipt from them for this purchase, we will gladly look into it further for you on this occasion. Regards, Shaun.


so....basically they have seen this thread, and they are now telling me my card is 2 an a half years old, im fuming, at my wits end with xfx, and i hope they keep an eye on this thread, as im now going to spend some time getting some petrol and setting fire to their graphics card, what an absolute joke of a company, and will NEVER purchase anythin from the 2 bit crooks again, they have also closed my support ticket so i cannot reply, i hope this goes to show people not to buy their crap
 
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didnt know wether i could say even though they had closed down or not, so dont ban me mods :D

was purchased from best buy, the guy sean from xfx mentioned i didnt say the retailers name like i was tryin to lie to him, but im assuming he didnt know about the no competitor naming rule
 
bit of a backwards way of business from xfx's part, but still, its now either bin it or set fire to it! lol
 
have moved house twice in that space of time due to landlords being idiots about pets, so dont have the invoice anymore, now where is my petrol....lol
 
im done tryin to get this card replaced, i did consider tryin to bake it, but i think it will be more fun when i take my anger out on it lol, iv been convinced by the family they arent going to let me set fire to it in the back garden, they are worried about complaints from the neighbours, so.....what to do with it? lol
 
it was about £160 i think, i have the memory of a goldfish at the min, working way too much lol, yeh lesson learnt, keeping all reciepts safe from now on
 
ok well its seeming like i have a final update on this, looks like im getting a replacement even though i cannot produce my invoice/reciept the guy has spoken to his manager about getting this resolved, here is the corrospondance

[SHAUN_T 11/12/2012 9:25:38 AM] Hi Kiel, we have noticed you have not replied to the message since last week. We asked you previously if you could get together some kind of proof of purchase to help us with this. Late last week I did approach my senior manager to see if there was any way to help you out without the proof of purchase (of course if you have this, that would be great). However, I have been informed that I am able to authorise a return for you. Therefore, if you can complete and confirm your full name and address in your XFX account for us, I can get this started. The replacement for your graphics card directly from XFX will be an XFX HD6850. Please let us know when your details are complete. Many thanks, Shaun.


[ 11/12/2012 7:57:53 PM] hi, sorry i have been away for the past few days and have not had internet access, unfortunately as i mentioned, i do not have my proof of purchase, due to having to move twice in the space of a year, and have misplaced a few of my invoices, such as other pc components which im obviously unhappy with myself about, but that is my own fault, i shall update all of my details on my account, i can only apologize if i have seemed abrupt or short at any point during these messages.



looks like im getting a happy result and my slating xfx may have been a tad in the quick to judge manner, the guy could have explained it a bit more to begin with and this may have been avoided, but thats water under the bridge so to speak.
 
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its a good job my spare kit has onboard gfx, its only really so iv got somethin to browse/play a few games on while my son comes and plays games on my main rig, no gaming until i get my replacement.
 
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