[ Customers ] Tell me your experience w/ rma process.

[Alluring Angel]

This is not a question for the XFX support team , but for customers who have bought XFX gpu in the past.

Please tell me your experience here with Rma'ing your card . Like - how long it took them
to send you back the replacement card and such.

Also, I'm wondering how long it usually take for you to get the replacement
card AFTER they told you that they have completed the inspection process.

The reason why I made this thread is so that I and other people know how long it usually take for them
to get it done. Maybe it might be informative?

Thanks! :grin:

[gerw0007]

As I have written in another post. . .It has already been about a week since XFX has determined that my card was "Faulty - Artifacting". . .

Anyone else out there have any input? How long did your RMA Take? Is a week nothing. . .should I expect to wait a lot longer. . .I guess its the not knowing what to expect that kills me the most. . .especially when your $350.00ish dollar card is in someone else's posseison:frown:

[Scott]

Sent one of mine to them. Took them 1 day to determine it was bad and got it back 6 business days after that.

They are in California I am in Alabama.

[Sadasius]

Every time it took a couple weeks for me but I am in Canada so that is very much expected. I was happy with their service by far.

[Alluring Angel]

Sent one of mine to them. Took them 1 day to determine it was bad and got it back 6 business days after that.

They are in California I am in Alabama.

That's great! :jawdrop:

I hope mine will ship sometime this week... ( either today or tommorow )

I want my gpu back!!! :ahhhhh:

[mivanx77]

XFX has great support.

Here: my breakdown of my RMA process:

1. shipping (5 days, because I pick the cheapest delivery)
2. Receive / Process - 1 and a half
3. Me receiving my card through mail (another 5 days or 1 week)

So about 3 to 4 weeks I get my new video card from the day I ship it out to the day I receive it.

[Miles]

Mine took less than a week from the day they received it and I live on the east coast.

[mivanx77]

Mine took less than a week from the day they received it and I live on the east coast.
lol, I live on the east coast too, what shipping did you use, "next day"!

[Miker]

I never had to RMA, but my card has one blue port, they offered a RMA and I just decided to wait. Card still is great. (I only ever use one DVI) If it blows in 2 years I still have a warranty.

[gerw0007]

It has been one week now exactly since XFX has received my card. . .Just a few minutes ago, I got a Fed-Ex tracking number & was told my card had been shipped. . .Good news I guess! Even though the tracking number dosent show up in Fed Ex's system yet. . .I am hopeful. . .i probably won't rest completely until it is back into its own PCi-e Slot!:lol:

[Alluring Angel]

It has been one week now exactly since XFX has received my card. . .Just a few minutes ago, I got a Fed-Ex tracking number & was told my card had been shipped. . .Good news I guess! Even though the tracking number dosent show up in Fed Ex's system yet. . .I am hopeful. . .i probably won't rest completely until it is back into its own PCi-e Slot!:lol:



Cool! :)
I want my replacement gpu even more now. :(

( By the way, why does paperwork & replacing the gpu takes days to do? I'm curious. )

[gerw0007]

:offtopic:I know. . .I feel your pain. . .But as soon as you get that notice that it is one the way and a tracking number to confirm it. . .you WILL feel a whole lot better. . .I'm sure that anytime now, you too will get a reply. . .

I think what helped me get it going was to Private message one of the XFX support guys on this site. . .He PM'd me back saying that it was "on its way" and then about 30 minutes later, I checked the XFX site and I got a message from someone over there saying the same thing. . .

Hang in there. . .I know how much it sucks waiting. . .I've been doing it for a couple weeks now. . .but once you get your "WORKING" card back. . .it will ahve been worth it!

TAKE CARE!:beerchug:

[mikeucfl]

12/7 they received my card and by 12/17 they completed testing and said it was faulty. Now it's 2/15 and I'm still out of a card because they still do not have any more 7950GT (AGP) cards in stock. I hope I'm one of the few who've waited this long..

[slngsht]

Wow mikeucfl, that *is* a long time! Hope XFXSupport can help you out.

I actually have two cards to RMA right now. Both my 7900GT's in SLI went bad.

here's my timeline:

2/11 - Requested RMA via ticket 137810 for one of the cards
2/12 - Received RMA number XCR9353
2/13 - Shipped card to XFX
2/19 - Was notified card was received
2/19 - Was notified that card was faulty
2/20 - Requested RMA number for second video card
2/20 - Received RMA number for second video card
2/23 - Right now, three full days after card was deemed faulty. I haven't heard back from XFX support about the status of this replacement or what I will be receiving as the replacement card.

[mikeucfl]

Yeah, I hope so too. I contacted xfxsupport and they're looking in to it, but haven't heard anything since Monday. Hopefully this fiasco ends soon.

[Miker]

12/7 they received my card and by 12/17 they completed testing and said it was faulty. Now it's 2/15 and I'm still out of a card because they still do not have any more 7950GT (AGP) cards in stock. I hope I'm one of the few who've waited this long..

AGP Cards are harder to come by, they might just have problems finding one. I would request a 8800GS/GT PCI-e. 2 weeks is to long to wait, PM xfxsupport on this forum and he will help you out.

Wow mikeucfl, that *is* a long time! Hope XFXSupport can help you out.

I actually have two cards to RMA right now. Both my 7900GT's in SLI went bad.

here's my timeline:

2/11 - Requested RMA via ticket 137810 for one of the cards
2/12 - Received RMA number XCR9353
2/13 - Shipped card to XFX
2/19 - Was notified card was received
2/19 - Was notified that card was faulty
2/20 - Requested RMA number for second video card
2/20 - Received RMA number for second video card
2/23 - Right now, three full days after card was deemed faulty. I haven't heard back from XFX support about the status of this replacement or what I will be receiving as the replacement card.

They are probably slowed down little because you need 2 cards. Have they got the 2nd card yet?

[mikeucfl]

AGP Cards are harder to come by, they might just have problems finding one. I would request a 8800GS/GT PCI-e. 2 weeks is to long to wait, PM xfxsupport on this forum and he will help you out.


Yes AGP cards are harder to come by right now, but seeing as my system is setup for one and not for a PCI-e card I'd rather not go that route. I have sent a message to xfxsupport and he is trying to deal with it currently. Also it's been much longer than 2 weeks, more like a little over two months now. Hopefully this is resolved soon.

[Miker]

Yes AGP cards are harder to come by right now, but seeing as my system is setup for one and not for a PCI-e card I'd rather not go that route. I have sent a message to xfxsupport and he is trying to deal with it currently. Also it's been much longer than 2 weeks, more like a little over two months now. Hopefully this is resolved soon.

I meant 2 weeks for the other guy. XFXSupport will do his best to help you out.

[slngsht]

They are probably slowed down little because you need 2 cards. Have they got the 2nd card yet?

I'm only sending one in at a time. I need keep this one so that I can get video till i get the replacement, and then I'll send in this one.

[Miker]

Tell them you are doing that. They might be waiting for the 2nd one.

Did any of the cards work by themselfs? As having 2 cards in SLI is kind of rare.

[slngsht]

It is? :shock: I was under the assumption that SLI configs were quite common. they never mentioned that they were waiting on the second card before they finished the rma. My ticket goes as follows:

[Nathan Kimmel - 02/11/2008] I would like to RMA this card. I`m getting random polygons where they shouldn`t be, artifacting, driver crashing, BSOD due to driver stuck in loop. I created another ticket for my other video card thinking that was the one having the problem, but it`s not. This one was tested with 3dmark06 and is having issues. All my information in my profile is correct. I have been using SLI, and I have not done any modifications to this card, except for the firmware flashing recommended by an XFX tech on the bjorn3d.com forums. Thank you for your time!

[BRIAN - 02/12/2008] Hello, I`ve gone ahead and authorized your RMA (Returns Merchandise Authorization) so you can send your XFX product in to get it serviced. Your RMA number is (XCR9353). [rma blahblah shipping info and stuff]
[Nathan Kimmel - 02/13/2008] In the Terms and Conditions it requests that I include a copy of the sales invoice, receipt or online order history. I don`t have any of these because this card was a replacement for a previous RMA. The support ticket #68656. What should I do about this?

[WILLIAM - 02/13/2008] Hello Nathan, you can go ahead and not include any of that and just make a note that it this was a replacement card. Thanks, William.

[TAYLOR - 02/19/2008] We have received your recent returns ref: XCR9353. Your returns will be passed to the RMA department for testing and diagnosis. We will notify you on completion. Thank You. XFX Support Team

[KRYSTLE - 02/19/2008] Your recent returns ref: XCR9353 has recently completed the testing process with the following status: {HDH041478 = 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

[Nathan Kimmel - 02/20/2008] I do have a question for support. I had that card in SLI config, and my other card which isn`t RMA`d at the moment is having similar issues. When one card goes bad, can it damage the other card as well?

[CURTIS - 02/20/2008] Not normally but if that card is exibiting the same behavior it may be failing as well. Can you test that in a different system to make sure? Please let us know and we can issue an RMA for that card if it truely is failing. Curtis

[Nathan Kimmel - 02/20/2008] After I sent off the card that`s been diagnosed as faulty, I built myself a new computer and I`m using the other 7900gt. It`s a new motherboard, cpu, ram, psu, etc. So I assume that the card is failing as well and will need to RMA it as well. Should I create a new ticket for that card? Also, when should I expect to hear back from a technician about replacement? Thanks for your prompt reply!

[CURTIS - 02/20/2008] No you do not need to create a new ticket for the remaining card. I can RMA it for you through this thread. As for the replacement, you should be notified shortly when it is shipping out. Your RMA number is (XCR9640). [rma blahblah info on shipping and stuff]

[Nathan Kimmel - 02/20/2008] Thank you for your quick response. Do you have access to see what card will be the replacement for this?

[CURTIS - 02/20/2008] Not until the RMa department makes a selection. curtis

[Nathan Kimmel - 02/22/2008] It`s been two days, can I have the status of this please?

[BRIAN - 02/22/2008] Hi nathan, my RMA department is still working on getting you a replacement card. They will update your ticket with a tracking number when the card ships out. Thanks Brian.

[DirtyTek]

XFX RMA Process
02/23/08 - Made a Ticket for Rma
02/25/08 - Called TS Received Rma #
02/26/08 - Sent Card Usps Air Express/Next day by 12:00pm $20 for shipping (got to love it)
02/27/08 - Confirmed Delivery to address 11:42am / but no confirm that Xfx has scanned it in yet.
02/28/08 - Well nothing. their still saying that it hasnt come in,
02/29/08 - Yippe notified that they received my sick little baby.
02/29/08 - Notified that card was Faulty.
03/03/08 - Just waiting on a Tracking number and info on what my replacement is gonna be.
To be Continued

[Naval Gunner]

My experience with the XFX RMA process has been absolutely horrible! I RMA'd an 8800 Ultra XXX OC edition video card in back in November of 2007, and can't get them to commit to any sort of resolution. All they've done is string me along all these months. They give me nothing but empty answers to my questions in order to stall and delay me and are completely unmotivated to think outside the box to help me. I believe the only fair solution to this problem, considering the model of card I RMA'd and it's price, is to send me a 9800GX2 as a replacement. All of you folks that were able to get an immediate solution your situations are lucky. I'll never buy another enthusiast card again, or a video card from XFX.