AMD Customer Support: RX 5700 XT slower than GTX 1080 is "expected"

Discussion in 'Video Cards' started by SPARTAN VI, Jul 25, 2019.

  1. SPARTAN VI

    SPARTAN VI [H]ardness Supreme

    Messages:
    7,248
    Joined:
    Jun 12, 2004
    A personal buddy of mine purchased an RX 5700 XT AE while his EVGA GTX 1080 was out for RMA. When he received the 5700 XT AE, the product packaging was significantly damaged. You can see below a tear and crinkling in the corner where the box took the brunt of an impact. The shipping package did not reflect this damage, so it appears it was dropped before it even went into the shipping box. The hardware itself did not have any indications of physical damage though. Regardless, he went ahead and contacted AMD support and proceeded with testing the card.

    5700box.JPG

    Testing was even more unimpressive. The card underperformed across the board compared to his GTX 1080 (roughly 1/3 of the performance in games like FFXIV and Destiny 2 relative to a GTX 1080). When he brought all this up to AMD customer support, this was their response:

    Emphasis is mine, "Regarding your perfomance expectations of the AMD Radeon RX 5700XT against the nVidia GTX 1080: The AMD Radeon RX 5700XT is considered to have a performance below that of the nVidia GTX 1080. AMD does not market the Radeon RX 5700XT to compete with the nVidia GTX 1080. Hence this is expected."

    tl;dr
    • Buddy got a RX 5700 XT AE to replace a broken GTX 1080.
    • RX 5700 XT AE box arrived in poor condition.
    • Card performed worse than GTX 1080.
    • AMD replied that they expect the 5700 XT to perform worse than the GTX 1080.
    • Friend is going to ask for a replacement, then refund if it the issues persist.
    • More can be found in his r/AMD post.
     
    Last edited: Jul 25, 2019
  2. Chimpee

    Chimpee [H]ard|Gawd

    Messages:
    1,449
    Joined:
    Jul 6, 2015
    Sounds like a CSR that doesn't know any better, but in general a stock RX 5700XT should outperform a stock GTX 1080. Did your friend run DDU before installing AMD driver to make sure it is not driver issues? I am also not discounting a broken card if someone from shipping seem to drop the card before putting into the box.

    Ninja Edit: Just adding 'know' after doesn't.
     
    Last edited: Jul 25, 2019
  3. SPARTAN VI

    SPARTAN VI [H]ardness Supreme

    Messages:
    7,248
    Joined:
    Jun 12, 2004
    He's working on getting a replacement card from AMD. When he originally confronted them about the fact that the box was obviously dropped, but the shipping box had no corresponding damage, the AMD rep responded with this, "Were working on sending you a new empty box. The graphics card being damaged is an impossibility."

    To their credit... they actually sent him a replacement empty XT AE box, which doesn't exactly accomplish anything significant. :ROFLMAO:
     
    Last edited: Jul 25, 2019
  4. sabrewolf732

    sabrewolf732 2[H]4U

    Messages:
    3,994
    Joined:
    Dec 6, 2004
    In my testing my 5700xt is around ~10% slower than my 1080ti, so csr is obviously sort of dumb.

    relative-performance_1920-1080.png

    According to TPU, 5700xt should be 15% faster than the 1080. Of course there are outliers, FFXV is a notoriously nvidia biased game.
     
  5. Chimpee

    Chimpee [H]ard|Gawd

    Messages:
    1,449
    Joined:
    Jul 6, 2015
    Cool, hopefully the replacement card will solve his issues. RX 5700XT is a great card if you don't care for RTX, though wish the AE version doesn't include a blower cooling, but that is for another debate.
     
  6. Algrim

    Algrim [H]ard|Gawd

    Messages:
    1,510
    Joined:
    Jun 1, 2016
    That CSR is an idiot; the 5700 XT should be closer to a 1080 Ti.
     
    Maddness likes this.
  7. Ready4Dis

    Ready4Dis Gawd

    Messages:
    554
    Joined:
    Nov 4, 2015
    Oh man, how customer service has gone down. I absolutely loathe having to call any customer service to ask any questions. They all assume you're as dumb as they are, then when you prove you're not, they tell you they have to email someone above them and you should hear back within a few days, just to be asked the exact same questions you answered the first time.
     
  8. RazorWind

    RazorWind 2[H]4U

    Messages:
    3,284
    Joined:
    Feb 11, 2001
    It shouldn't be that slow. If it's only getting 1/3 the performance of a 1080, there's something wrong with the card. Given the condition of the box, I think i'd check the heatsink mounting and RMA it if there's nothing obvious visible.
     
    Armenius likes this.
  9. SPARTAN VI

    SPARTAN VI [H]ardness Supreme

    Messages:
    7,248
    Joined:
    Jun 12, 2004
    I believe he was offered a refund by the AMD rep who contacted him via the r/AMD sub. Going to take it and return the Arctic cooler too. All is good now.
     
    Armenius and Chimpee like this.
  10. KillerFry

    KillerFry Limp Gawd

    Messages:
    324
    Joined:
    Apr 1, 2008
    Huh... I recently received an 5700XT AE that *also* had damage on one side of the box. Heck, it was on the same side, and the sticker looked a little crooked but not torn or opened. I had an Arctic Accelero Xtreme III already waiting for it, so I didn't even check it with the reference cooler. It is working as expected though.

    I wonder if they're just dropping boxes at the warehouse. For funs.
     
  11. Rvenger

    Rvenger [H]ard|Gawd

    Messages:
    1,764
    Joined:
    Sep 12, 2012
    Sounds like they have a damaged pallet full of them and hence why they are giving out empty boxes. Kind of LAME.
     
    Armenius likes this.
  12. harmattan

    harmattan [H]ardness Supreme

    Messages:
    4,241
    Joined:
    Feb 11, 2008
    Not to diverge, but how is that Accelero working out? Better temps? I've got a spare IV sitting around and may pick h a 5700 xt to play. It did wonders for my 1080 ti.
     
  13. SPARTAN VI

    SPARTAN VI [H]ardness Supreme

    Messages:
    7,248
    Joined:
    Jun 12, 2004
    With the Accelero Extreme IV, he was putting down ~50C under full load in Furmark. That's fantastic, IMO.
     
    Armenius likes this.
  14. STEvil

    STEvil 2[H]4U

    Messages:
    2,819
    Joined:
    Oct 17, 2000
    You may have a "good" dud:
     
    chameleoneel likes this.
  15. mda

    mda [H]ard|Gawd

    Messages:
    1,629
    Joined:
    Mar 23, 2011
    CSR probably briefed on current gen cards, and was thinking of the 2080.

    Edit: To add and possibly clarify I don't think they will be properly briefed on how the 5700XT will beat a "1080 because that's a card in between the 2060 and the 2060 Super".
     
    Last edited: Jul 26, 2019
    Armenius and Mav451 like this.
  16. viivo

    viivo [H]ard|Gawd

    Messages:
    1,286
    Joined:
    Sep 7, 2005
    The OP quoted FFXIV, the MMO. It's not a good GPU benchmark since it is heavily CPU-dependent.
     
    Armenius, GoldenTiger and harmattan like this.