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Horrible experience with BFG

B

B2BigAl

2[H]4U
Joined
Mar 23, 2003
Messages
2,076
**UPDATE**

I would like to say a big thank you to Jeff and Jon for getting this resolved, it's much appreciated. They over-nighted a replacement to me, and I can finally get my system put back together. It's unfortunate that they even had to get involved and that this couldn't be resolved through normal channels, but I'm glad BFG has people like them on their team. Thanks again guys.

--------------------------------------------------------------

For the last six months or so, my computer has been randomly locking up on me and I finally track down the problem to my faulty BFG 800ES psu (12v rail is waaaay off). So, I decide to RMA the unit, and try calling their "support" number to get an RMA. After trying for two days to get somebody on the phone, sitting on hold for 20+ minutes at a time before finally giving up, I decide to just email their tech support and request an RMA. So, another day goes by and I get an email telling me that I have to call their support number to get an RMA.

By now I'm starting to get irritated, but I try to call their support number again to no avail. After another day of trying to call support and not getting an answer, I email them back and tell them that I can't get through to their support line, and I've already wasted enough minutes on my phone sitting on hold and that I want an RMA number.

After two more days, they finally send me an RMA number, and I mail the thing in. Well today I finally got my replacement. It shows up in a smashed up box, packed in nothing but some foam peanuts. I pull the unit out of the box and it's obviously somebody's used psu. The nickel finish is all scratched up, their dust on the cabling, the connectors and all inside the unit. That's not how you refurbish something.

So, I call them once again, and this time I miraculously get ahold of somebody and nicely explain my frustration at receiving a used psu back that is in worse shape than the one I sent in. After getting passed off to another, very obviously indifferent csr, who I have to explain this to all over again, she sends me to her supervisor, who is just rude and obviously doesn't give two shits either. She pretty much tells me tough luck all their rma's are refurbs and all she'll do is give me another RMA...which I can spend another $30 on shipping and get back another used psu. No apology for my trouble, no "I'm sorry, let's see what we can do to fix this". No, just a tough shit, deal with it. By now I'm furious, so I tell her to cram her RMA number and to go f*** herself. I usually don't respond like that, but this is absurd.

I can understand sending out refurbs, but what I received back is not a refurb, its somebody else's used psu that they may or may not have fixed. I'm going to go re-install my seasonic s12, which has been working flawlessly as a stand in while I waited on my rma. I've heard nothing but good things about BFG service in the past, so this was really a shock. I've purchased numerous BFG vid cards in the past because of the lifetime warranty, but I will never do business with these people again. :mad:

EDIT: Oh yeah, forgot to mention the best part, it wreaks of having been in an electrical fire! So, I'm sure this is one of the numerous units that has gone up in smoke that people have reported.
 
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Here's some pics of what I got from them:

2nlx0k5.jpg



You can see on the fan where I wiped away some of the dust with my finger. On the top corner next to my hand.

15s06kk.jpg


The lovely box I received:

w80u3c.jpg
 
Looks more like you got someone's RMA sent to you instead of a refurb :(

The BFG representative on this forum can probably help you out, but I can imagine that it won't encourage you to buy from BFG again.
 
You might want to blame FedEx for the "smashed up box" not BFG.
 
Get a hold of jeff k the BFG guy here.

He will make it right for you.
He's a stand up guy.
 
Paul_Johnson said:
You might want to blame FedEx for the "smashed up box" not BFG.
Click to expand...


Yeah, I realize that, but it still doesn't excuse the shoddy packing job. You can't just stick a heavy psu in a bunch of packing peanuts and expect that to protect it during shipping. That sure isn't how they package their new psu's now is it?

Anyways, I sent Jon a pm, we'll see what happens.
 
Watching. I was seriously considering getting an EX 1200 when they come back in stock and may still, but this has me a bit worried.
 
Any companies RMA process is hit or miss. You were just on the unlucky end and sometimes that happens. I'm sure the BFG guy around here will fix you up in a jiffy and keep some customers happy.
 
I'm equally concerned that once you have a problem, they force you to phone by not answering emails properly, their phones are hard to get through on and their attitude stinks when you do get through!
Not something I want any of my clients to experience.

So far, extremely unimpressed.
 
I can attest that they are usually pretty good at packing replacement ES800s, I have had four of them sent to me. I wish you luck on your RMA adventure.
 
Nenu said:
I'm equally concerned that once you have a problem, they force you to phone by not answering emails properly, their phones are hard to get through on and their attitude stinks when you do get through!
Not something I want any of my clients to experience.

So far, extremely unimpressed.
Click to expand...
I've dealt with BFG by phone before and the service I received was excellent. Don't rule them out based on one person's experience. I'm sure this issue will be resolved satisfactorily.
 
FuSoYa said:
I can attest that they are usually pretty good at packing replacement ES800s, I have had four of them sent to me. I wish you luck on your RMA adventure.
Click to expand...

Wow, four of them...that doesn't exactly fill me with confidence. Honestly at this point, the packing is the least of my concern.
 
I'm not sure what FuSoYa is talking about. I know he had RMA'd a unit, but know nothing about four units getting RMA'd. Fact remains that the RMA rate on ES-800's is only about 2%, and to be perfectly honest half of what we get back has no problems with them (It's not uncommon for people to mis-diagnose PSU problems).

That said, there's no excuse for receiving a unit in that condition and the poor packaging. I've brought this thread to the attention of some folks that should be able to clear things up.
 
I have a BFG ES800 unit that has been great. Powering my i7 920 @ 3.8GHz, GTX280, 9600GT PhysX card, 2HDD, etc no hiccups. I am sorry to hear it hasn't been good for the OP, but I really think this is a wonderful PSU. Hope BFG makes it right for you.
 
Good luck, but sometimes companies don't stick out so in my case i keep ditching companies and right now i have like 2 mobo manufacturers i haven't tried yet LOL just give them another chance.
 
JonGerow said:
I'm not sure what FuSoYa is talking about. I know he had RMA'd a unit, but know nothing about four units getting RMA'd. Fact remains that the RMA rate on ES-800's is only about 2%, and to be perfectly honest half of what we get back has no problems with them (It's not uncommon for people to mis-diagnose PSU problems).

That said, there's no excuse for receiving a unit in that condition and the poor packaging. I've brought this thread to the attention of some folks that should be able to clear things up.
Click to expand...
I guarantee you that Jon will get this resolved!

We have various company reps come through here all of the time & that is nice, but Jon is the first & only Senior Executive that I have ever seen who regularly visits our forum & he has far more influence than any rep, as well as being a man of his word!

You have my word on this.
Dave
 
JonGerow said:
I'm not sure what FuSoYa is talking about. I know he had RMA'd a unit, but know nothing about four units getting RMA'd. Fact remains that the RMA rate on ES-800's is only about 2%, and to be perfectly honest half of what we get back has no problems with them (It's not uncommon for people to mis-diagnose PSU problems).

That said, there's no excuse for receiving a unit in that condition and the poor packaging. I've brought this thread to the attention of some folks that should be able to clear things up.
Click to expand...

Just in case you wanted the background:

I originally purchased an ES800 from Newegg back in August 2008, it sparked and died upon the first power up, RMA#1 (to Newegg).

Second ES800 produced a buzzing noise that I felt was unacceptable, granted it was working but after the first one I was less inclined to chance, RMA#2 to BFG, Sept 2008.

Third ES800 working fine until this February, system began randomly (and often) powering down, only powering up if the PSU was completely unplugged for a time. After a few part swaps, I put in a Corsair TX750 and the problem went away, so far about 2.5 months with no problem. RMA#3.

BFG then sent me the wrong PSU (standard 800W instead of ES800). After a few calls, it was cleared up and they sent me another ES800, RMA #4.

I guess in my haste I was a bit off on my 4 RMAs since only 3 of them were actually from BFG, so I know slightly less about their shipping practices :). The final ES800 still sits in box. Lots of people have great experience with this PSU, I did not, unlucky I guess. That's my story. I'll close saying that the BFG support, was excellent dealing with all my complaints, with only a slight blemish with the incorrect part thing. The real kicker was I think I spent almost as much shipping these things back and forth as I did for the original PSU.
 
B2BigAl said:
Yeah, I realize that, but it still doesn't excuse the shoddy packing job. You can't just stick a heavy psu in a bunch of packing peanuts and expect that to protect it during shipping. That sure isn't how they package their new psu's now is it?
.
Click to expand...

I get all my review units as just a box in a bunch of peanuts, except for PC Power and Cooling who doesn't even do that much as it is just the unit in a box with some cardboard cutouts.
 
What I find strange, and I'm not referring specifically to BFG here, but most company have well defined rules about how a customer should package an RMA before returning it, but the company itself will often disregard it's own recommendations when they ship a product back to you.

I've worked in the shipping department of a relatively big store a few years back, and leaving a product "floating around" in a box full of peanuts was a big no-no, unless the product itself was also protected in some additional padding material. Heavy object will tend to move a lot and end at the bottom of the box, with only the cardboard box as a protection.
 
Paul_Johnson said:
I get all my review units as just a box in a bunch of peanuts, except for PC Power and Cooling who doesn't even do that much as it is just the unit in a box with some cardboard cutouts.
Click to expand...

Okay Paul, I'll concede the packaging. As I've said, that is the least of my concerns. However, given the situation, I'm surprised that's what you've chosen to focus on.
 
B2BigAl said:
Okay Paul, I'll concede the packaging. As I've said, that is the least of my concerns. However, given the situation, I'm surprised that's what you've chosen to focus on.
Click to expand...

There is nothing to address other than that as you never used the RMA'd unit to know if you had a working unit or not.
 
OP- I sent you a PM requesting some additional information. When you get a chance, can you get back to me so we can get this taken care of ASAP?

Thanks.
 
This type of service ANYTIME from ANY company now days is completely unacceptable IMO.

There should never ever be a time when service from a company that tries to earn a good reputation should ever be hit or miss. No, its not always the companies fault, but it is fairly obvious when it is, and employees that represent that company should follow that companies guide lines. Quality control is #1 in any business. FedEx should not have to worry about how someone packages their products, no excuse.
 
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