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XFX - RMA Nightmares

R

roach9

Limp Gawd
Joined
Jan 17, 2012
Messages
147
I purchased two XFX 6870s a year ago. They ran OK. Crossfire was messy.

Eventually, they both broke down. In fact, the first one broke about 3 months ago.

I send in a ticket to XFX. Decent reply time, maybe 2 business days. They tell me to test my card and isolate it. I do, still having artifacts.

SO! They set up an RMA. Great. I mail to the States ($20, but that doesn't bother me much).

2 weeks later, I get a reply that they have received the item and are now testing it. That's fine.

Testing took about 1 week. I receive my 6870 a week later. Total turnaround time = 1 month.

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

That same week, my other 6870 kicks the bucket.

Same process as last time; however...

I send in my 6870 ($20) and state that I think it's problematic to run a crossfire with a reference 6870 as it sucks in way too much heat compared to the smaller version. I request a smaller version, if possible.

2 weeks later, they receive it, 1 week later, they ship out my new one!

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

My new is a reference version. In other words, they didn't honour my request of giving me a smaller one, as I'm running crossfire and my experience thus far has been that the larger reference gets WAY too hot when near another GPU. I plug in my new one... the fan is busted! AWESOME! So now I've gone roughly 2 months without my system running, and it's soon to be three.

I contact XFX regarding this defective replacement. They state that they have no idea how it got through testing and they'd ship me a fan replacement on the double.
This bothers me, but I guess it's better than waiting another month and dishing out ANOTHER $20 on shipping.

So, I look in the mailbox throughout the week to find no fan, but instead, AN INVOICE, from FedEX, for $15! Why? For Advancement Fees on my defective card that was valued at $20.

WHAT THE **** IS THIS ABOUT? I call FedEX who say a lot of mumbo jumbo to me to confuse me into paying it. FedEX is a **** company too, but that's another story.
So I ask XFX to cover these ridiculous fees. No can do.

So all of a sudden, I've paid $65 to have my cards fixed.

Flash forward to today.

I get my fan replacement. I can't say I'm excited, because this whole process has been an absolute ****show... but... oh wait.

HEY XFX, TELL ME, IS THIS SUPPOSED TO FIT ON THIS?

Xiy9h.jpg


So now I created another ticket about my fan replacement that doesn't fit, and it looks like I'll be spending another $20 on replacing a defective product XFX sent to me.


tl;dr: XFX has terrible customer service, bordering on trolling customers. Stay away from XFX.

EDIT: It has been 3 days since I told XFX they sent me the wrong fan; no response yet.
For reference, it took them SEVEN MINUTES to tell me they could not cover my FedEX invoice for their defective product they sent me.
" [ 7/26/2012 9:00:04 PM] The FedEx invoice number is: 7-202-xxxxx $13.44 CAD
[MICHAELC 7/26/2012 9:07:08 PM] Hi Andrew; we do not cover brokerage fees or anything like that, we do cover return shipping but anything billed to you by the customs office isn`t something we can pay for. If you check our RMA terms and conditions (http://driver.xfxsupport.com/public/other/pca_rma_tc_ns.pdf) Page 2: international shipping: `Customer is responsible for paying all international duty and customs charges to and from XFX. Shipment of International returns may encounter additional delays.` I`m sorry for the inconvenience with the replacement having fan issues, hopefully the fan arrives soon and you shouldn`t be billed anything for that one. Thanks, Michael "

UPDATE:

XFX contacted me, 5 days later. They acknowledged their mistakes and have stated that they will eat the cost for shipping the product back to them. We'll see how this pans out and I'll keep you all updated.
 
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xfx 6850 black edition fan :eek:
more confused why theres no xfx logo on the cooler but yeah :confused:
what a crappy cs experience, hope you get a proper reply.
 
They've gone to the shitter over the past few years. After I found out they ninja edit part # and change the specifications of OFFICIAL part #'s I refused to buy anything from them.

Good thing I didn't get my 7970s from them.
 
Ouch man! I just shipped out a 4770 for replacement a few days ago, I hope my process is nothing like this; I'd say to call in and ask for higher ups until you get someone who will help work things out properly for you.
 
~Sigh~ That really sucks, sorry for the about the crappy CS experience. I'm in the process of getting my 7970 RMA'd through XFX and while looking for more info I stumble upon your post.
 
From looking at the shoddy products that I've bought from them, XFX just isn't on my radar anymore. I did lol reading your post though (of course, at the absurdity, not because I think you should be ridiculed)
 
I went through something very similiar with MSI. I had to RMA 3 6950 twinfrozr's with all bad fans (most of them were seized up). Long store short after about 2+ months I finally get replacements. Now I have 1 dead fan on 2 of the cards and I've only had the RMA'd ones for less than 6 months.

My thread here
http://hardforum.com/showthread.php?t=1665778&highlight=6950
 
I enjoyed XFX customer service in the past, but since my experience, it appears that they have definitely changed. Mmy opinion on them changed before reading your thread, and I no longer give them much thought when gpu shopping.
 
I rma'd my XFX 7970 Black Edition DD and the whole process from submitting the ticket to receiving the new card took 2 1/2 weeks. The card had a fan go bad and they gave me a refurbed card that looks like new and performs as well as the first one did.
 
Not to justify xfx, but a few questions
If you shipped this to the States, what did your tracking information say? I'm guessing the majority of thethe delay you experienced was shipping from you to them.
Typically many vendors will replace model for model. Even some will give you the exact Rev, even though they may have newer revs (cough asus).
I have seen the duty fees from customs posted from multiple vendors on rma replacements. This is not something xfx prospers from.
The defective fan and wrong replacement does not help and they should correct it. However the other items I'm unsure of any other vendor would have accomidated unless the had a local rma facility to avoid the duties and minimize shipping time.
 
Does AMD cards have ANY decent brands? I keep hearing horror stories about diamond, visontek, his, etc.

my RMA experience with XFX have been very positive. they replied to my ticket within 10 minutes, issued an rma pretty quick. total turn around time was probably 7 business days. that said, i just put a ticket in on an older 5850 asking question about service on my 5850 and it took 3-4 days to reply.
 
This is why ATI went for the longest time without third party resellers. They make you run through hoops on returns, and are always offering deceptive rebates.
 
buttons said:
Does AMD cards have ANY decent brands? I keep hearing horror stories about diamond, visontek, his, etc.
Click to expand...

The 3 you listed are the 3 companies I've heard to stay away from.

My Sapphire 7970 RMA was fairly painless and quick 11 days from shipping out to receiving new. They had even sent me an email with a tracking number, which was nice of them.

OP sorry for your horrible experience. I've owned 3 XFX cards (2x 5770s and 6950), but I never had to deal with their customer service.
 
Why do we still call AMD ATI?

ATI is long dead. AMD is now the brand name.
 
buttons said:
Does AMD cards have ANY decent brands? I keep hearing horror stories about diamond, visontek, his, etc.

my RMA experience with XFX have been very positive. they replied to my ticket within 10 minutes, issued an rma pretty quick. total turn around time was probably 7 business days. that said, i just put a ticket in on an older 5850 asking question about service on my 5850 and it took 3-4 days to reply.
Click to expand...

ASUS, Gigabyte, Evga are the only brands I buy these days. That stands for both AMD and nVidia.
 
Sorry to hear they're screwing you like this. I had to deal with XFX with my 4890 RMA. 2 week return and they sent me another defective card so I had to ship it back and eat the cost. 2 weeks later I get a card that works. Would be nice if people took the time to get it right the first time around. Maybe that's too much to ask for.
 
I had a black triangle problem with a xfx card in bf3, sent it in so they could test it. They refused to test it with battlefield 3 and sent it back to me saying it works fine in crysis -- despite me showing them screenshots of black triangles in bf3.
 
Lord of Shadows said:
I had a black triangle problem with a xfx card in bf3, sent it in so they could test it. They refused to test it with battlefield 3 and sent it back to me saying it works fine in crysis -- despite me showing them screenshots of black triangles in bf3.
Click to expand...

Lol they did the exact same thing with me back when I had an 8800GT. I would get artifacting in assassins creed sent it in and they sent it back saying it worked fine in crysis. So essentially if crysis runs fine don't bother with RMA since that appears to be the extent of their "testing" I wrote a scathing review at newegg after which they offered to replace it.
 
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Wow.. sucks to hear you are having such a bad experience... I own quiet a few XFX cards (10 to be exact) and I have had 3 RMA's. All within a 2 week turn around time. Excellent service on my part. But its been little over 1.5 year since I have had to deal with RMA. Sucks that CS has turn out this way.

I guess for me it helps that I live 10 miles from XFX warehouse.
 
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