Sapphire RMA

D

Digital Viper-X-

[H]F Junkie
Joined
Dec 9, 2000
Messages
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I'll keep my progress here for those interested.

Opened a ticket today requesting RMA for a 290x , it started acting up, locking up my whole pc while gaming, though it was working fine for 3 months until now.

I'll update this as things move along.
May 30th said:
May 30th, 9pm: Opened a ticket requesting RMA for 290x provided S/N , P/N, SKU
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June 2nd said:
Update June 2nd. :

June 2nd Noon: I have a response asking for purchase receipt to begin RMA process.

June 2nd 1:47pm : I ask if it's ok to proceed without it as I'm having a hard time find it, considering the card was released 8 months ago it should be under warranty anyway.

June 2nd 1:49pm : I get a response informing me that RMA without a receipt is subject to a $20 charge.

June 2nd 2:01pm : OK, I will look for the receipt one more time, IF I cannot find it, how do I start the RMA process?

Also, if this card ends up being replaced instead of repaired. Could I pay to upgrade it to the Tri-X version of the 290x?

June 2nd 2:35PM: contact [email protected] when ever you are ready to request for RMA service, and now we do not offer upgrade service through RMA request.

June 2nd, 2:40PM: OK Thanks, could you possibly post the details for the card here ( serial # etc )? That way I can contact them now and not at 8pm when I get home.

June 2nd, 2:52PM: (They sent the details of the card back to me).

June 2nd, 2:54PM: I sent the email to [email protected] with the details requesting an RMA, I haven't mentioned the receipt yet.

June 2nd, 4:03PM : I received a reply from athlonmicro asking me to fill in an RMA form and email / fax it back.

June 2nd, 4:24pm: Filled out RMA form and sent it to [email protected], still have not included receipt.

June 2nd, 5:41PM: AthlonMicro forwards my request to Athlon Canada for RMA
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June 3rd said:
June 3rd, 3:35pm : AthlonMicro Canada contacted me asking me of the receipt and Part number, also to accept their terms and policies regarding RMA to being the RMA procedure.
June 3rd, 9:41pm: I sent an email to AthlonMicro Canada with the Part number, copy of the receipt, and acceptance of terms hurrah!
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June 4th said:
June 4th 2:30pm : AthlonMicro approved my RMA and gave me the info I needed to mail the card in, or drop it off ( it is within driving distance, about 80km away so I might as well mail it)
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June 5th said:
June 5th Noonish: Card shipped 1-2 buisness day to Athlon Micro
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June 6th said:
June 6th 10:59AM : Card delivered to Athlon Micro Canada
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June 17th said:
June 17th 10:08AM : I asked AthlonMicro about the status of the replacement card, if it had been shipped to them yet
June 17th 3:32PM: They responded saying they have not received any updates from Sapphire, and they will touch base with them to get an update and let me know
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June 27th said:
June 27th 10:30pm : Received replacement card, sapphire reference 290x, hynix memory, doesn't work in quiet mode, only uber mode
June 27th 10:31pm : Notified Athlon Canada of defective card, waiting on response.
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June 30th said:
June 30th 4:45pm : Athlon replied with they are really sorry about the issue and will speak with the management team to see what the options are
June 30th 4:50pm : I replied asking they get a replacement card before asking me to ship mine in so reduce wait time, and also if they can pay for 2 way shipping this time.
June 30th 4:57pm : Athlon replied with they will bring it up when speaking to management about the issue.
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July 1st is Canada day so they are closed until July 2nd.
 
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June 2nd Noon: I have a response asking for purchase receipt to begin RMA process.

June 2nd 1:47pm : I ask if it's ok to proceed without it as I'm having a hard time find it, considering the card was released 8 months ago it should be under warranty anyway.

June 2nd 1:49pm : I get a response informing me that RMA without a receipt is subject to a $20 charge.
 
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Hmm so you can RMA a card without a receipt but with a $20 charge?
 
OK, now I have provided them with all info ( including receipt) even though I could have proceeded without it, since I found it, less hassle.
 
Wow they're sending you all over the place.
At least the responses are fast.

edit: Is it a reference card?
 
TaintedSquirrel said:
Wow they're sending you all over the place.
At least the responses are fast.

edit: Is it a reference card?
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yes it is, I asked multiple times to get upgraded and pay the difference, each time it was a no :)


(i asked 3 different departments) but the last guy said "I'm really sorry but I can't help with the upgrade, we only get replacements on the same part numbers")
 
I found someone during their 280x Toxic RMA fiasco that was upgraded to a 290 Tri-X.
I assume they were totally out of Toxics to replace with.

So their support staff is blowing smoke.
 
TaintedSquirrel said:
I found someone during their 280x Toxic RMA fiasco that was upgraded to a 290 Tri-X.
I assume they were totally out of Toxics to replace with.

So their support staff is blowing smoke.
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it's different if they don't have any, from what he said, they simply open a request to replace the card with sapphire ,and they get whatever they are replacing, unless OOS
 
Same general area as MSI and Asus. Good to know. Let's see how they end up treating you. :)
 
Vittra said:
Same general area as MSI and Asus. Good to know. Let's see how they end up treating you. :)
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So far so good, it's taken a few days to get everything sorted, but the rep said he will request a replacement card after I had given them all of the info, so it should be a short turn-around time.
 
Good luck with the RMA! I just dealt with Althon USA, and it only took about 1.5 weeks from start to finish (and through memorial day weekend here as well!) to receive a replacement card.
 
I have to RMA a card too through Athlon Canada. I am glad your went well so far. That has given me hope. :D. Is their a phone number for Athlon Canada I could use to speed the process up?
 
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JoeOnePack said:
I have to RMA a card too through Athlon Canada. I am glad your went well so far. That has given me hope. :D. Is their a phone number for Athlon Canada I could use to speed the process up?
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The phone number won't help you much, since they require you to fill in some paperwork to get started :).
I'm sure you can find a number somewhere though.
 
Digital Viper-X- said:
The phone number won't help you much, since they require you to fill in some paperwork to get started :).
I'm sure you can find a number somewhere though.
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Alright. Fair enough. Already sent out an email to Athlon about the RMA. Waiting now for the forms to fill out.

I have to resort to crossfire 6950's in the meantime. :( lol
 
I shot them an email this morning and asked about any updates, like did sapphire ship the card to them yet.

He responded in the afternoon stating they haven't updated them yet, and he will touch base with Sapphire today and see what the status is.
 
Wow.
So they have had the card for 11 days and you STILL had to contact them to even try and get an update on what is happening.
And they STILL didn't really have any updated info for you anyway.

And I would ask... why doesn't Sapphire just ship the replacement card directly to you instead of to Athlon Micro?
 
My personal Sapphire RMA with Athlon Micro in the US has been outstanding so far!

I submitted my Sapphire reference R9 290 for RMA with Athlon Micro in Walnut CA.
6-11-2014 - I shipped my card 2 day priority mail
6-13-2014 - They received my card
6-18-2014 - I got an email from Athlon Micro that my reference card was to be replaced with the Tri-X version. (now how cool is that! )
6-19-2014 - My replacement GPU has shipped and I was given the UPS tracking number.
6-25-2014 - Is my scheduled delivery date.

So i couldn't be happier with my Sapphire/Athlon Micro RMA experience so far.

I mean, they shipped my replacement card in less than a full week after receiving my old one, and upgraded me to the way better Tri-X version also! :cool:

Here's to hoping my new one doesn't get black screens on cold boot or in 2D mode while web browsing like my old one did.
Darn thing never black-screened or hiccuped in 3D mode though, gamed like a champ.
But unfortunately the majority of the time spent on a pc is in 2D mode, so Sapphire Support had me RMA it as defective for replacement.

So ...YES the rumors of some people receiving replacement cards that are better than the original sent for RMA are true.
I asked a sapphire rep why I was offered the Tri-X to replace my reference card and she said.
Possibly due to availability of your model, they do not have a new card in stock and if they need the urge to replace the card, they must give you the same model card or a superior model, that´s why you are receiving a TRI-X
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Of course she couldn't be 100% sure since it was Athlon Micro who actually handled the RMA replacement, not Sapphire.
But I think it's safe to say that is what happened and I just happened to be lucky they didn't have a reference model in stock at the time.
 
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MTDEW said:
My personal Sapphire RMA with Athlon Micro in the US has been outstanding so far!

I submitted my Sapphire reference R9 290 for RMA with Athlon Micro in Walnut CA.
6-11-2014 - I shipped my card 2 day priority mail
6-13-2014 - They received my card
6-18-2014 - I got an email from Athlon Micro that my reference card was to be replaced with the Tri-X version. (now how cool is that! )
6-19-2014 - My replacement GPU has shipped and I was given the UPS tracking number.
6-25-2014 - Is my scheduled delivery date.

So i couldn't be happier with my Sapphire/Athlon Micro RMA experience so far.

I mean, they shipped my replacement card in less than a full week after receiving my old one, and upgraded me to the way better Tri-X version also! :cool:

Here's to hoping my new one doesn't get black screens on cold boot or in 2D mode while web browsing like my old one did.
Darn thing never black-screened or hiccuped in 3D mode though, gamed like a champ.
But unfortunately the majority of the time spent on a pc is in 2D mode, so Sapphire Support had me RMA it as defective for replacement.

So ...YES the rumors of some people receiving replacement cards that are better than the original sent for RMA are true.
I asked a sapphire rep why I was offered the Tri-X to replace my reference card and she said.

Of course she couldn't be 100% sure since it was Athlon Micro who actually handled the RMA replacement, not Sapphire.
But I think it's safe to say that is what happened and I just happened to be lucky they didn't have a reference model in stock at the time.
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Nice to hear :) I hope they are out of 290xs in reference then!! I even asked to pay to upgrade they said they cannot do that. so we'll see.
 
Digital Viper-X- said:
Nice to hear :) I hope they are out of 290xs in reference then!! I even asked to pay to upgrade they said they cannot do that. so we'll see.
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Just got my replacement yesterday the 25th as scheduled..
Not only did they replace my reference 290 with a Tri-X, my new Tri-x has Hynix memory too.
My old black screening reference 290 had Elpida.
So i specifically asked for one with Hynix memory, but they didn't even bother replying to request.....LOL
So its probably just coincidence, but good for me none the less. :D
 
MTDEW said:
Just got my replacement yesterday the 25th as scheduled..
Not only did they replace my reference 290 with a Tri-X, my new Tri-x has Hynix memory too.
My old black screening reference 290 had Elpida.
So i specifically asked for one with Hynix memory, but they didn't even bother replying to request.....LOL
So its probably just coincidence, but good for me none the less. :D
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So, you asked to pay to upgrade and they told you that you couldn't do that, but they upgraded you for free. I'd be very happy and gracious if that happened to me.
 
Received today. Reference sapphire card. But its missing the sticker on the shroud. So you can't even tell its sapphire. Will try it tonight.
 
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it seems we have a slight problem with the replacement card, it only works with the bios switched to uber, with quiet mode enabled, i get no display out of it.

I replied back to Athlon Canada, we'll see what the response is I guess on Monday or Wed (Tuesday is Canada day)

the one bonus is , it has hynix memory.
 
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Glad to hear of your experience with them, I live in Ontario as well and good to know it goes to Markham for RMA! I just picked up two reference sapphire 290X's for $350 a piece, such good prices on these cards now! Did they absolutely require the receipt? Or was it a $20 charge on the Canadian side as well?
 
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