Tone-Loc
10-12-2007, 03:46 AM
I'll let the ticket details do the talking....
For those with ADD... typical 7900 bad card issue. RMA'ed. Came up FAULTY. Got shipped a 8600GTS today without any discussion.
Due to the length, I cut out the back and forth troubleshooting stuff, and went straight to where we got into the RMA...
---------------------------------------------------------
Ticket # Created Product # Serial # Status
110098 09/22/2007 PV-T71G-UDE (R,7) H4H226307 With Technician
Messages
[Anthony Roberts - 09/26/2007] Any idea on the typical turn-around time on RMA`s of this nature? Not looking for any guarnatee`s, just need a general idea on how long I may be without my home computer.
[DANIEL_E - 09/26/2007] Typically its 2 weeks and most of that time is spent in shipping the card is only in house for a few days. Did you get a chance to check the serial number?
[Anthony Roberts - 09/26/2007] Not yet, I will double check it when I remove it from the system. Thanks for the quick repsonse.
[Anthony Roberts - 09/26/2007] Sorry, I transposed two numbers in the S/N!! :( The Serial # = H4H226307 ( double checked that through the drivers download page and it recognized it.) QUESTION: I have been doing more reseach, and finding more and more instances of people reporting the same problems I have had. It`s obviously an NVidia problem, as I saw people complain about the issue with 7900 cards from all sorts of companies. When I focused on my particular model, and XFX, I found some cases where people were offered 8600GTS cards as replacements, and were unhappy... particularly due to the loss of their 256-bit memory bus/interface (a reason I bought the 7900GT, aside from the fact that it was XFX and everyone raves about your service). I would be more than happy to have my 7900GT card repaired and returned back to me, as I intended to upgrade to an 8800GTX or Ultra around the New Year`s holiday timeframe... with an eye for a future SLI setup. I know this is all premature, as you haven`t even tested the card, but I am starting to worry that I am going to lose my current performance in DX9 games (which is all I care about at this time). I will be sending the card in via the RMA you issued in the next few days, I am trying to procure a cheap PCI-E substitution while my 7900GT is in your shop, due to some work I need to do from home. Thanks!
[BRIAN - 09/27/2007] Hi Anthony, let us know when you have sent out the card. Thanks brian.
[Anthony Roberts - 09/27/2007] Will do. Should be going out tomorrow evening or Saturday. ("cheapo" sub card will arrive tomorrow). Also, could get my serial number on my registration and this ticket corrected? It actually is H4H226307 (not ...037). My fault, as I obviously misread the S/N.
[BRIAN - 09/27/2007] Hi Anthony, thanks for the message and I have changed the serial number for you. Thanks Brian.
[Anthony Roberts - 09/28/2007] The card was shipped via USPS this afternoon around 12:30 CDT... 2-day Priority Mail... so it should be in your shop no later than Tuesday. Thanks, again! ~anthony
[CURTIS - 09/28/2007] OK great. We will let you know when it is processed in. Curtis
[TAYLOR - 10/02/2007] We have received your recent returns ref: XCR4807. Your returns will be passed to the RMA department for testing and diagnosis. We will notify you on completion. Thank You. XFX Support Team
[Anthony Roberts - 10/02/2007] Thanks for the update!
[BRIAN - 10/02/2007] Hi Anthony, we`ll update your ticket after the card has finished testing. Thanks Brian.
[KEVIN - 10/02/2007] Your recent returns ref: XCR4807 has recently completed the testing process with the following status: {H4H226307 = FAULTY}. A technician will be in contact shortly to discuss completion of this returns. If you have any queries regarding this test result - please send a message to the support team. Thank You. XFX Support Team
[Anthony Roberts - 10/03/2007] Thanks for the update. Disappointing, but not unexpected due to research I`ve done on the issues I was experiencing. Thanks for getting it tested so quickly after it was delivered. I`ll be looking for the next update. Thanks again. ~anthony
[SHANNON - 10/03/2007] waiting for replacement to ship
[Anthony Roberts - 10/03/2007] So is this a replacement 7900GT? or some other model vid card?
[MARK_C - 10/03/2007] Hello Anthony. We won`t know until RMA adds it to the RMA tomorrow or the next day. Mark
[Anthony Roberts - 10/03/2007] Understood. Thanks for the clarification. I`ll wait for the next update to the ticket. Thanks. ~anthony
[MARK_C - 10/03/2007] Thank you
[Anthony Roberts - 10/07/2007] Since I didn`t hear anything on Thursday or Friday, should I expect an update with the RMA info on Monday?
[BRIAN - 10/08/2007] Hi Anthony, your card should be shipping out shortly. Thanks Brian.
[Anthony Roberts - 10/09/2007] Oh, so you guys were able to repair my old card? Just replace the chipset or something? Thanks! ~anthony
[BRIAN - 10/09/2007] Hi Anthony, we do not repair anything here. If the card is faulty, then we will replace the card. Thanks Brian.
[Anthony Roberts - 10/10/2007] Well it`s been a week now since the testing was completed and the "faulty" determination was made, and still no word on what replacement I might be getting. I have worked in the customer service industry for 14 years, and the last 10 of those specifically in tech support, so I am extremely understanding of other fellow tech support folks, and am usually patient to a fault. That said, I was supposed to hear something on the replacement last Thursday or Friday, and today is Wednesday. I am anxious to find out what card you folks believe is the equivalent to my old card, as I am considering possibly migrating to a SLI setup now, rather than later. Thanks.
[MICHAELC - 10/10/2007] Hi Anthony; sorry for the delay, but we are just waiting for a shipment of replacement cards to arrive here this week. It`s hard to say exactly when your replacement will be ready, but hopefully we`ll have more details on that within the next day or so. Regards, Michael
[Anthony Roberts - 10/10/2007] Understandable. Thanks for the explaination, Michael. I appreciate the response.
[MICHAELC - 10/10/2007] awaiting replacement shipping
[KENNY - 10/11/2007] We have despatched your recent returns ref: XCR4807 via www.fedex.com with tracking reference: 469058330168340. If you have any queries regarding this action - please send a message to the support team. Thank You. XFX Support Team
[Anthony Roberts - 10/11/2007] Hrmmm... ok. Any idea what model card it is? I guess I just send my card in and you guys just send me one back... end of story? I have been asking about the replacement card for days now, and I keep getting told that i will be notified when the replacement card is ready to go (because apparently you guys were out of stock on the replacements... not a good sign by the way), and now I just get a message saying, "hey its on its way... hope you like it!"
[MICHAELC - 10/11/2007] Hi Anthony; the replacement card is only chosen shortly before its sent out, and this card is the 8600GTS XXX edition. You have been supplied with the tracking number, and you can use that to keep informed of when to expect the card to arrive. Regards, Michael
[Anthony Roberts - 10/11/2007] So obviously there is no discussion on the matter, as I have heard from some of your other customers with the exact same issue that I have encountered. I had hoped that was a vocal minority, and not the norm, but I can see now that this is S.O.P. for XFX. Feel free to defend the 8600, tell me all about the bogus tests done early on with bad drivers, send me the links to other tests that still show the 8600 underperforming compared to the 7900. Equal or better means just that, not almost as good and occasionally better, or better with DX10 support. I bought the card to play DX9 games and got the extreme edition for the increased memory interface. I notice you don`t use any memory interface specs lower than 384-bit on the 8800 series... I wonder why that is? Here`s the deal. Before I ever shipped you my 7900 card for testing, I had already ordered and received a 8600GTS XXX from NewEgg.com just to try and give it a fair shake. I find it funny that every single game I play, they all show lower recommended graphics settings than my 7900GT did. Oh, and I guess I should nevermind the random blue screens and reboots I have randomly experienced with this card that I never experienced with my old 7900GT (and yes, I`m a tech support guy myself, so I did the whole rigmarole with updated drivers, old drivers, cleaning out the drivers properly between each reinstall, etc...). I don`t blame XFX for the underlying problem with my old 7900. Its obvious that was a Nvidia thing since it affected my series card from multiple manufacturers. But I didn`t buy my 7900GT from other companies, I bought it from XFX, specifically because of your gamer-related reputation and double-lifetime warranty. I guess now, I will wait to get my replacement card NEXT WEEK (hey, thanks for not even offering me the chance to pay for speedier shipping)... then sell it on ebay... and along with that money, and the refund I get from sending this other 8600GTS back to NewEgg, I will purchase an 8800GTX or Ultra from another company... like BFG or someone. THanks, XFX!
For those with ADD... typical 7900 bad card issue. RMA'ed. Came up FAULTY. Got shipped a 8600GTS today without any discussion.
Due to the length, I cut out the back and forth troubleshooting stuff, and went straight to where we got into the RMA...
---------------------------------------------------------
Ticket # Created Product # Serial # Status
110098 09/22/2007 PV-T71G-UDE (R,7) H4H226307 With Technician
Messages
[Anthony Roberts - 09/26/2007] Any idea on the typical turn-around time on RMA`s of this nature? Not looking for any guarnatee`s, just need a general idea on how long I may be without my home computer.
[DANIEL_E - 09/26/2007] Typically its 2 weeks and most of that time is spent in shipping the card is only in house for a few days. Did you get a chance to check the serial number?
[Anthony Roberts - 09/26/2007] Not yet, I will double check it when I remove it from the system. Thanks for the quick repsonse.
[Anthony Roberts - 09/26/2007] Sorry, I transposed two numbers in the S/N!! :( The Serial # = H4H226307 ( double checked that through the drivers download page and it recognized it.) QUESTION: I have been doing more reseach, and finding more and more instances of people reporting the same problems I have had. It`s obviously an NVidia problem, as I saw people complain about the issue with 7900 cards from all sorts of companies. When I focused on my particular model, and XFX, I found some cases where people were offered 8600GTS cards as replacements, and were unhappy... particularly due to the loss of their 256-bit memory bus/interface (a reason I bought the 7900GT, aside from the fact that it was XFX and everyone raves about your service). I would be more than happy to have my 7900GT card repaired and returned back to me, as I intended to upgrade to an 8800GTX or Ultra around the New Year`s holiday timeframe... with an eye for a future SLI setup. I know this is all premature, as you haven`t even tested the card, but I am starting to worry that I am going to lose my current performance in DX9 games (which is all I care about at this time). I will be sending the card in via the RMA you issued in the next few days, I am trying to procure a cheap PCI-E substitution while my 7900GT is in your shop, due to some work I need to do from home. Thanks!
[BRIAN - 09/27/2007] Hi Anthony, let us know when you have sent out the card. Thanks brian.
[Anthony Roberts - 09/27/2007] Will do. Should be going out tomorrow evening or Saturday. ("cheapo" sub card will arrive tomorrow). Also, could get my serial number on my registration and this ticket corrected? It actually is H4H226307 (not ...037). My fault, as I obviously misread the S/N.
[BRIAN - 09/27/2007] Hi Anthony, thanks for the message and I have changed the serial number for you. Thanks Brian.
[Anthony Roberts - 09/28/2007] The card was shipped via USPS this afternoon around 12:30 CDT... 2-day Priority Mail... so it should be in your shop no later than Tuesday. Thanks, again! ~anthony
[CURTIS - 09/28/2007] OK great. We will let you know when it is processed in. Curtis
[TAYLOR - 10/02/2007] We have received your recent returns ref: XCR4807. Your returns will be passed to the RMA department for testing and diagnosis. We will notify you on completion. Thank You. XFX Support Team
[Anthony Roberts - 10/02/2007] Thanks for the update!
[BRIAN - 10/02/2007] Hi Anthony, we`ll update your ticket after the card has finished testing. Thanks Brian.
[KEVIN - 10/02/2007] Your recent returns ref: XCR4807 has recently completed the testing process with the following status: {H4H226307 = FAULTY}. A technician will be in contact shortly to discuss completion of this returns. If you have any queries regarding this test result - please send a message to the support team. Thank You. XFX Support Team
[Anthony Roberts - 10/03/2007] Thanks for the update. Disappointing, but not unexpected due to research I`ve done on the issues I was experiencing. Thanks for getting it tested so quickly after it was delivered. I`ll be looking for the next update. Thanks again. ~anthony
[SHANNON - 10/03/2007] waiting for replacement to ship
[Anthony Roberts - 10/03/2007] So is this a replacement 7900GT? or some other model vid card?
[MARK_C - 10/03/2007] Hello Anthony. We won`t know until RMA adds it to the RMA tomorrow or the next day. Mark
[Anthony Roberts - 10/03/2007] Understood. Thanks for the clarification. I`ll wait for the next update to the ticket. Thanks. ~anthony
[MARK_C - 10/03/2007] Thank you
[Anthony Roberts - 10/07/2007] Since I didn`t hear anything on Thursday or Friday, should I expect an update with the RMA info on Monday?
[BRIAN - 10/08/2007] Hi Anthony, your card should be shipping out shortly. Thanks Brian.
[Anthony Roberts - 10/09/2007] Oh, so you guys were able to repair my old card? Just replace the chipset or something? Thanks! ~anthony
[BRIAN - 10/09/2007] Hi Anthony, we do not repair anything here. If the card is faulty, then we will replace the card. Thanks Brian.
[Anthony Roberts - 10/10/2007] Well it`s been a week now since the testing was completed and the "faulty" determination was made, and still no word on what replacement I might be getting. I have worked in the customer service industry for 14 years, and the last 10 of those specifically in tech support, so I am extremely understanding of other fellow tech support folks, and am usually patient to a fault. That said, I was supposed to hear something on the replacement last Thursday or Friday, and today is Wednesday. I am anxious to find out what card you folks believe is the equivalent to my old card, as I am considering possibly migrating to a SLI setup now, rather than later. Thanks.
[MICHAELC - 10/10/2007] Hi Anthony; sorry for the delay, but we are just waiting for a shipment of replacement cards to arrive here this week. It`s hard to say exactly when your replacement will be ready, but hopefully we`ll have more details on that within the next day or so. Regards, Michael
[Anthony Roberts - 10/10/2007] Understandable. Thanks for the explaination, Michael. I appreciate the response.
[MICHAELC - 10/10/2007] awaiting replacement shipping
[KENNY - 10/11/2007] We have despatched your recent returns ref: XCR4807 via www.fedex.com with tracking reference: 469058330168340. If you have any queries regarding this action - please send a message to the support team. Thank You. XFX Support Team
[Anthony Roberts - 10/11/2007] Hrmmm... ok. Any idea what model card it is? I guess I just send my card in and you guys just send me one back... end of story? I have been asking about the replacement card for days now, and I keep getting told that i will be notified when the replacement card is ready to go (because apparently you guys were out of stock on the replacements... not a good sign by the way), and now I just get a message saying, "hey its on its way... hope you like it!"
[MICHAELC - 10/11/2007] Hi Anthony; the replacement card is only chosen shortly before its sent out, and this card is the 8600GTS XXX edition. You have been supplied with the tracking number, and you can use that to keep informed of when to expect the card to arrive. Regards, Michael
[Anthony Roberts - 10/11/2007] So obviously there is no discussion on the matter, as I have heard from some of your other customers with the exact same issue that I have encountered. I had hoped that was a vocal minority, and not the norm, but I can see now that this is S.O.P. for XFX. Feel free to defend the 8600, tell me all about the bogus tests done early on with bad drivers, send me the links to other tests that still show the 8600 underperforming compared to the 7900. Equal or better means just that, not almost as good and occasionally better, or better with DX10 support. I bought the card to play DX9 games and got the extreme edition for the increased memory interface. I notice you don`t use any memory interface specs lower than 384-bit on the 8800 series... I wonder why that is? Here`s the deal. Before I ever shipped you my 7900 card for testing, I had already ordered and received a 8600GTS XXX from NewEgg.com just to try and give it a fair shake. I find it funny that every single game I play, they all show lower recommended graphics settings than my 7900GT did. Oh, and I guess I should nevermind the random blue screens and reboots I have randomly experienced with this card that I never experienced with my old 7900GT (and yes, I`m a tech support guy myself, so I did the whole rigmarole with updated drivers, old drivers, cleaning out the drivers properly between each reinstall, etc...). I don`t blame XFX for the underlying problem with my old 7900. Its obvious that was a Nvidia thing since it affected my series card from multiple manufacturers. But I didn`t buy my 7900GT from other companies, I bought it from XFX, specifically because of your gamer-related reputation and double-lifetime warranty. I guess now, I will wait to get my replacement card NEXT WEEK (hey, thanks for not even offering me the chance to pay for speedier shipping)... then sell it on ebay... and along with that money, and the refund I get from sending this other 8600GTS back to NewEgg, I will purchase an 8800GTX or Ultra from another company... like BFG or someone. THanks, XFX!