XFX Support

mihir

mihir

VIP Member
My GPU fan stopped working and I contacted XFX using their online support ticket system.

First they don't even read the entire reply or comment on a support ticket.They just read the first 2-3 lines and the rest goes down the pooper.
I purchased my GPU on May 30th,2009.Almost 2 years up.
I have the invoice and the serial number.And there is no XFX support centre in UAE from where I purchased it from.So they asked me to take the GPU back to the re-seller and the re-seller refused to take it back saying that the re-seller is only responsible for 1 year of the warranty and the rest should be covered by XFX themselves.
Because of that I contacted XFX about the manufacturer's warranty and they told me that I have run-out of my warranty and the warranty period which is 2 years is over.
I said that my purchase date is May 30th and I even have the invoice to prove it and they replied that the warranty is calculated from the date of manufacturing.
This is so unfair, first of all the warranty is of 3 years, my cousin bought an XFX GPU 1 year before me and he still has some warranty left on his and how come my warranty has run out already.
And how can they calculate warranty on the basis of manufacturing date because if I buy a GPU now which was manufactured 1 year ago so assuming I get 2 years of warranty I would just get 1 year of warranty.


Please reply and comment and suggest what I should do.

Thankfully they have a toll free contact number,I will be using skype to contact them as soon as their working hours begin.
 
Best thing I can say is if you end up talking to a bonehead, ask for a manager. For a company that has been around as long as XFX has (and putting out high quality and pricy items) you'd think they'd have better customer service.
 
voyagerfan99 said:
Best thing I can say is if you end up talking to a bonehead, ask for a manager. For a company that has been around as long as XFX has (and putting out high quality and pricy items) you'd think they'd have better customer service.
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Yeah seriously.
I was planning on asking for the manager anyways.

And can someone confirm on the 3 year warranty thing.
 
Okay, those guys just have a checklist of things to do before they can approve your RMA. Post another message saying that you've tested the card in different slots, with different power supplies, different drivers, and in a different motherboard. Tell them you can see no signs of physical damage except for the fan that has stopped working by no fault of yours. A screenshot of MSI afterburner reporting the fan speed would also help with this.

Once you say that they should approve your RMA right away. You will be likely sending the card to Hong Kong, so make sure to use shipping with online tracking that you can monitor and give to the XFX guys.
 
linkin said:
Okay, those guys just have a checklist of things to do before they can approve your RMA. Post another message saying that you've tested the card in different slots, with different power supplies, different drivers, and in a different motherboard. Tell them you can see no signs of physical damage except for the fan that has stopped working by no fault of yours. A screenshot of MSI afterburner reporting the fan speed would also help with this.

Once you say that they should approve your RMA right away. You will be likely sending the card to Hong Kong, so make sure to use shipping with online tracking that you can monitor and give to the XFX guys.
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Reading the post, it would appear it isn't whether the RMA request is legit, it is what the warranty has run out, so he could say anything and provide whatever evidence he wants, they won't do a damn thing.

@mihir, reading the XFX warranty for Nvidia GTX cards in Asia:

http://xfxforce.com/en-gb/Help/Support/WarrantyInformation.aspx

WARRANTY INFORMATION

XFX warrants that the Product shall conform to and perform in accordance with published technical specifications and the accompanying written materials, and shall be free of defects in materials and workmanship. XFX does not sell its Product directly to the consumer therefore the warranty for XFX Products remains the responsibility of your reseller where you purchased the Product.

This warranty offered by XFX to its Resellers is limited to the repair and/or replacement, at XFXs discretion, of defective or nonconforming Product, and XFX shall not be responsible for the failure of the Product to perform specified functions, or any other non- conformance caused by or attributable to: (a) any misapplication, modification or misuse of the Product; (b) failure of Customer to adhere to any of XFXs specifications or instructions; (c) neglect of, abuse of, or accident to, the Product; or (d) any associated or complementary equipment or software not furnished by XFX.

Should you experience any difficulty obtaining a fair and proper warranty service from any of our Resellers please do not hesitate to contact us via the Support Ticketing System where we will do our best to help you.

LIMITATION OF LIABILITY
EXCEPT AS EXPRESSLY PROVIDED HEREIN, XFX MAKES NO WARRANTY OF ANY KIND, EXPRESSED OR IMPLIED, WITH RESPECT TO ANY EQUIPMENT, PARTS OR SERVICES PROVIDED PURSUANT TO THIS AGREEMENT, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. NEITHER XFX OR ITS DEALER SHALL BE LIABLE FOR ANY OTHER DAMAGES, INCLUDING BUT NOT LIMITED TO DIRECT, INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES, WHETHER IN AN ACTION IN CONTRACT OR TORT (INCLUDING NEGLIGENCE AND STRICT LIABILITY), SUCH AS, BUT NOT LIMITED TO, LOSS OF ANTICIPATED PROFITS OR BENEFITS RESULTING FROM, OR ARISING OUT OF, OR IN CONNECTION WITH THE USE OF FURNISHING OF EQUIPMENT, PARTS OR SERVICES HEREUNDER OR THE PERFORMANCE, USE OR INABILITY TO USE THE SAME, EVEN IF XFX OR ITS DEALER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT WILL XFX OR ITS DEALERS TOTAL LIABILITY EXCEED THE PRICE PAID FOR THE PRODUCT.
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It states that the retailer must deal with the warranty, but if they don't cooperate, contact XFX.

It also says nowhere that the warranty is from the date of manufacture, but to be fair, nor does it say it is from the date of purchase. It isn't very clear at all when the warranty will start, and if you quote that to them, you may have a case. Failing that, contact management and explain.

You were sold a card with 2 (3 including the year that your relative had it for) year warranty, and they aren't upholding that agreement. You weren't sold a card with 3 less the time since manufacture, and the warranty agreement does not state that anywhere
 
Thanks for the help guy.
I posted the warranty information.
And I also registered my card before 30 days from the date of purchase so according to their site I am also entitled to Extended Lifetime Warranty.
I called them and the fellow there said that he cannot help me since it is a completely different region.And he also told me that the asian XFX has no contact number.
My Relative had a separate XFX it was a GTS 250 and he got 3 years of warranty from the date of purchase.
I have had my card for almost 2 years now.And bought it new from a reseller.
My retailer is not willing to co-operate.

I stated everything in the support ticket and they replied to me they cannot help me right now.


I also quoted the warranty article and mentioned it nowhere states that the warranty is valid from the date of manufacture.
I also informed them I am willing to ship the card wherever they want me to.
Also I asked them that what proof do they have that the date of manufacture is the date they claim it to be,they could just be avoiding giving me service.




PS If they do not take my card back,is there any way I can repair it myself.
 
If they don't help and it is only the GPU fan that has gone, yes you can repair it easily enough. Either find out if it is the fan itself or the wire that has gone. If the wire, solder it, if the fan, you can either ghetto mod some fans onto the heatsink, or get an aftermarket HSF, that will probably keep the card cooler than the stock one anyway
 
Aastii said:
If they don't help and it is only the GPU fan that has gone, yes you can repair it easily enough. Either find out if it is the fan itself or the wire that has gone. If the wire, solder it, if the fan, you can either ghetto mod some fans onto the heatsink, or get an aftermarket HSF, that will probably keep the card cooler than the stock one anyway
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The wire is perfect,I think its the fan.
I was planning on using the same Heat sink and mounting some fans on it if the deal goes bad.


Anyways I don't want to leave XFX unpunished if they do not take my card back.There are some online consumer courts right which can give them a scare.
I have also threatened them with a bad review on their support on all the computer forums I am on, since it worked with thermaltake I guess it should work with them also. :D


== EDIT ==
Oh I just noticed the second array of LEDs. :D:D
looks kinda cool.
 
XFX is quoting the reseller contact thing again and again.
I don't thing they are even reading my full replies.
I did as Declan suggested about quoting them on their warranty policy as given online but they did not address to that.
 
mihir said:
XFX is quoting the reseller contact thing again and again.
I don't thing they are even reading my full replies.
I did as Declan suggested about quoting them on their warranty policy as given online but they did not address to that.
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Try telling them again about how the reseller refuses to help you. They have thick skulls sometimes. Also say that if they don't help you, that you'll take your business elsewhere and stop recommending their products.
 
linkin said:
Try telling them again about how the reseller refuses to help you. They have thick skulls sometimes. Also say that if they don't help you, that you'll take your business elsewhere and stop recommending their products.
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I have told them everything but, I don't think they are reading my full post.
I will keep on trying by sending 1 liner posts so that would make sure that they read my posts.You are right about thick skulls :D

I have also told them so many times that I will spoil their name over forums and they can expect a link to it.
Also I will check if they have a twitter support page,I can bad-mouth them on twitter.
 
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