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XFX 5770 Problems!!!

F

Fragnificent

n00b
Joined
Apr 1, 2010
Messages
24
I bought a new XFX Radeon 5770 a while back for a customer build, the customer bailed and it's been sitting in my office ever since. Today, well past the return period, I fire it up to find out it's DOA. I couldn't figure out why. I had a friend look at it and he said there is something missing on the back, a block of jumpers, which should be soldered on, are not there. This is a brand new card!! I have been on the phone with XFX for hours, and have gotten the runaround, everything from well you probably scraped it off while installing it(I did not), to why don't you return it to the store (I waited too long). I am about to give up hope of ever getting my $160 back or getting a working card. Overall, this has been very frustrating. I am posting here as a last hope, since it seems that XFX has a presence here. O great XFX Spirit, please help me? :( If I am out $160 because I waited too long, that's fine since technically that is my fault, but I would think twice before buying from these guys again, I've never had an ATI branded card be DOA before....
 
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xfx has double lifetime warranty if you register within 30 days of buying it... otherwise its a year or two of warranty(cant remember)
 
Where did you get it from and how much time has elasped?

Perhaps you can take some pictures and show them that it was not broken but never soldered on? Long shot I know... but maybe...
 
They may be refusing warranty because they suspect customer induced damage. This all stems from the length of time you waited before reporting the issue.

I think they should warranty you regardless because as you stated, you just opened it recently find it issue and you should still be covered under the 1 year warranty.

Post pictures here so people can tell you if those parts are important or not. You should have never mentioned those jumpers to XFX, simply have done your research and filed a regular RMA under the 1 year warranty you have. Is it still within 30 days of purchase? You could technically still register the card for lifetime warranty

Contact the XFX rep on this forum.
 
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I looked up the ticket number, and looks like an RMA number was issued to you already.

When you talked to our reps did you send in a picture, or was it all over the phone?

Do the those locations look like something was there at some point but now is gone, or do they look like something was never attached in the first place? I ask that because there will be multiple locations on the card where there looks like a spot for a component however nothing will be soldering onto that spot. You can tell the difference by looking at the solder pad, if its nice, shiny, and smooth then its okay as the part was likely never meant for that model card. If its not smooth, and looks like something was physically broken off, then its an issue since the part has been broken off.

I am guessing in this case its probably there were never supposed to be components in those spots. So when you called in and explained that parts are missing from the card it sounded like they've been broken off. The warranty doesn't cover any sort of physical damage, which would be why they would tell you missing parts is not covered by warranty. But without a picture its hard to say for sure.
 
Let's see how good that double lifetime warranty is. Good luck.
 
I used RMA this year for a card from XFX. Went smooth as butter and got a card in return for the defective one. I think you should not have to worry as long as what you say is truth on your end.

I would buy from them again had I not used Evga this time.
 
I was able to get an RMA and mail it in. I'm going to wait and see if they accept the card first before I post anything else. I'd hate to explain what I saw further, only to have them look here and say "Oh! Missing parts? Sorry!" or something similar. What I do know is that I did not cause any damage to the card, however it is, it arrived that way, so it shouldn't be my problem. What happens here will determine whether I ever use XFX products again, or recommend them to anyone. *fingers crossed*
 
To me Customer Service is everything and its how I pick my brand of products I use. I hope they take care of you.
 
So they sent me a brand new card, it's on the way here! Turnaround time was less than a week. I am impressed so far... :)
 
So this ended up being near complete fail. They sent the card to me requiring a signature (can't leave one at the door, I have to BE there) That's great considering I work 9-5 every day. If I can't get out of work early today to go sign for it it'll get sent back. Seriously?
 
UPS or Fedex? Both usually leave a sticker that has the hub the carrier was dispatched from, and both are open after hours so you can go and pick up a missed package.

It will say "Can be picked up at this loaction after so and so hour".


You really can't blame them for requiring a signiture, it proves that you received it and keeps your jack ass neighbor from taking your box sitting on the front porch.
 
Fragnificent said:
So this ended up being near complete fail. They sent the card to me requiring a signature (can't leave one at the door, I have to BE there) That's great considering I work 9-5 every day. If I can't get out of work early today to go sign for it it'll get sent back. Seriously?
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this doesn't sound right, they usually give you up to a week or so IIRC, you should check the date on the slip again...
 
call fedex or UPS to hold it at the local hub. They are normally open to at least 7PM to do pick ups. Some places till 10-11PM
 
Fragnificent said:
So this ended up being near complete fail. They sent the card to me requiring a signature (can't leave one at the door, I have to BE there) That's great considering I work 9-5 every day. If I can't get out of work early today to go sign for it it'll get sent back. Seriously?
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Sorry man but the fail is completely on your end. With all XFX RMAs, included with the initial forms is one that you can sign in order to waive the signature requirement. You then put the waiver in the box with your videocard before you mail it off and no signature is required.
 
wol-va-rine said:
this doesn't sound right, they usually give you up to a week or so IIRC, you should check the date on the slip again...
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I've missed packages both from FedEx and UPS in the past month. The FedEx slips say that they'll try again tomorrow and also has a place for you to sign the slip itself and just leave it on your door to serve as your "signature" even if you're not home. The UPS slips just say that they'll try again. Both FedEx and UPS has options (either call-in or online) for you to arrange an after-hours pickup; where I live, the trucks stop running at 7, so they tell people to come in at 8 to pick it up.

Regardless of what company it was delivered by, they are going to try to deliver it to you more than once, unless the sender specifically requested that the package be returned if not successfully delivered the first time (which I highly doubt XFX would do).
 
So this is now complete and utter fail. The 5770's Juniper chip apparently has some kind of flaw where when it clock throttles the chip just dies, resetting the graphics driver. This is a known issue with no solution and XFX will do nothing. I have a brick. Awesome. I would like them to just send me a comparable card like a 5830 or something, which has a Cypress in it and doesn't have this issue.
 
Fragnificent said:
So this is now complete and utter fail. The 5770's Juniper chip apparently has some kind of flaw where when it clock throttles the chip just dies, resetting the graphics driver. This is a known issue with no solution and XFX will do nothing. I have a brick. Awesome. I would like them to just send me a comparable card like a 5830 or something, which has a Cypress in it and doesn't have this issue.
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I don't think I've heard of this issue, but maybe I'm out of the know.
 
Fragnificent said:
So this is now complete and utter fail. The 5770's Juniper chip apparently has some kind of flaw where when it clock throttles the chip just dies, resetting the graphics driver. This is a known issue with no solution and XFX will do nothing. I have a brick. Awesome. I would like them to just send me a comparable card like a 5830 or something, which has a Cypress in it and doesn't have this issue.
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I hope this isn't true. It could explain some anomalous issues with my MSI cards.
 
It isn't a Juniper chip issue. Similar issues happen with Cypress.

VPU recover is just the CCC option with the XP version of the software. Win 7 version of CCC does not have it as an option because it is built into windows, but the crashing happens all the same.
 
If that were true, why should RMA'ing to a different card fix it? Also, I've never seen another ATI card do this and see a lot of them week to week.

In any case, this has become a complete nightmare from a customer service standpoint. They now want me to send them my credit card info, not sure why they need that. My requests for escalation have gone unanswered, and I am ready to just take a loss and make sure everyone within earshot is aware of XFX's horrible customer service, and poor quality products. Two dead cards? Over a month since I bought your product and no working computer yet? MASSIVE fail. I in no way recommend these guys to anyone.
 
Trust me I know.

I had similar issues with 5870s, via RMAs I had (3) 5870s which gave errors related to VPU recover.

Finally, I have no more issues.
 
Yeah, I heard back from them, they want my credit card number and want me to pay to ship them the second broken card. The guy on the ticket was like ohhh yeah uhh we need to secure credit info from you to uhhhh make sure we have collateral for the card. This is coming right from the top....we can't upgrade shipping options, and uhhhh, yeah. I am going to post my exchange on XFXforce here and in other forums so everyone can see how shady this shitty company really is. It seems like there is no way I'm ever getting a working card or my $165 back. Stay far, FARRR away from this dog shit excuse for a company.
 
Funny, I have 2 XFX 5770 in my house right now. Both work without issue and have been for a few months.

You find something online and then insist to the company that it’s a fact. I don’t blame them for not wanting to deal with you. I could find websites online that say we never went to the moon. That doesn’t make it true.
 
Fragnificent said:
Yeah, I heard back from them, they want my credit card number and want me to pay to ship them the second broken card. The guy on the ticket was like ohhh yeah uhh we need to secure credit info from you to uhhhh make sure we have collateral for the card. This is coming right from the top....we can't upgrade shipping options, and uhhhh, yeah. I am going to post my exchange on XFXforce here and in other forums so everyone can see how shady this shitty company really is. It seems like there is no way I'm ever getting a working card or my $165 back. Stay far, FARRR away from this dog shit excuse for a company.
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Don't listen to that.

I paid $12 to ship them the first card (certified express). No Credit Card info required, since they receive the card FIRST then ship the replacement.

The 2nd and 3rd RMA I had them cross ship ("Advance RMA" in their lingo) which does require credit card info, in case of them not receiving the original. (they overcharge, $500 for 5870 and $800 for 5970).
 
TGA said:
Funny, I have 2 XFX 5770 in my house right now. Both work without issue and have been for a few months.

You find something online and then insist to the company that it’s a fact. I don’t blame them for not wanting to deal with you. I could find websites online that say we never went to the moon. That doesn’t make it true.
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So what you are saying is that you have little to no experience dealing with XFX's Customer service department......so you have little insight as to the aggrivation this poor gentleman is experiencing. Why are you commenting again?
 
Would you ship out a a second card hoping they send you the defective one? What they are offering is call cross shipping. Standard practice for many companies.

If you want to wait, you could ship them the broken one, wait for them to get it, then ship the new one to you, you could do that, if you wanted to wait. Cross shipping is highly preferred for those with little patience. (Not that I have a CC, I'm just one who would gladly do it if i did.)

Every RMA I have ever had to do, requires you ship then the first defective product. Should you need a second, they usually pick up the tab. Lets see, Intel, Logitech, Western Digital, Razer.......probably forgetting someone all have done this for me on a second defective product.

I think you are being rather harsh and I'll assume this is your first RMA. It sounds like standard practice across the board.....meaning every company must be a "dog shit excuse for a company" to you. Must get hard to shop. *shrug*

edit: Cleaned it up. Medication+posting=fail
 
Little_4nic8er said:
Would you ship out a a second card hoping they send you the defective one? What they are offering is call cross shipping. Standard practice for many companies.

If you want to wait, you could ship them the broken one, wait for them to get it, then ship the new one to you, you could do that, if you wanted to wait. Cross shipping is highly preferred for those with little patience. (Not that I have a CC, I'm just one who would gladly do it if i did.)

Every RMA i have ever had, requires you ship then the first defective card. Should you need a second, they usually pick up the tab. Lets see, Intel, Logitech, Western Digital, Razer.......probably forgetting someone all have done this for me on a second defective product.

I think you are being rather harsh and I'll assume this is your first RMA. It sounds like standard practice across the board.....meaning every company must be a "dog shit excuse for a company" to you. Must get hard to shop. *shrug*
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Yes you are right, it does sound like he hasn't done too many RMAs, but also typically if you get a crosship they give you a shipment label covering the return shipping cost. according to him, he is asked for both a CC and to pay for shipping, which leads me to believe we are only gettings bitsof the story =\.....but whatever. It's a very annoying experience to have to go through.
 
Nibathy said:
It's a very annoying experience to have to go through.
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Fully agreed. Getting uptight and lambasting XFX wont help matters though.

I bet if the OP is polite, yet insistent they foot the bill, XFX will. They have always been very polite and professional when I dealt with them.

I say chalk it up as a learning experience and move forward. Don't give yourself unneeded stress. It only shortens your life. (Though a recent study found some stress is actually good for you.)

Best of luck OP, don't give up, just don't lose your cool either.
 
Nibathy said:
So what you are saying is that you have little to no experience dealing with XFX's Customer service department......so you have little insight as to the aggrivation this poor gentleman is experiencing. Why are you commenting again?
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This poor guy? I feel bad for the people at XFX. Yes you’re right I have been lucky enough to not have to deal with XFX on a warranty since I have no issues with an XFX card.

However that doesn’t mean I don’t know how RMA’s work or the details of the XFX RMA process. These are things I research before I buy a card from a company.

As far as the system getting recovery errors I had one of my systems do this on Vista at one point and I have fixed a number of others over the years. Only one actually had a bad video card.

And as far as I am concerned the OP isn’t looking for help with his problem he would rather blame XFX. Now sure he may have a bad card but I get the impression he did no troubleshooting beyond a google search that leads him to believe he can no way be at fault.

And unlike you and I he is the one who doesn’t understand RMA policy.

Now if he wants help and can figure out how to ask for it he will find a number of people here who can help. Or he can continue carrying on like a 2 year old and just get coddled by the rest of you new guys. It’s up to him.
 
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