XFX 780i service problem

[Hyperion]

Hello,

I purchased a XFX 780i motherboard from Fry's electronics in Fremont, California on Feb.16. After waiting for 2 XFX gts video cards in the mail, I didn't open the mobo package until close to the end of the month. I discovered a small chip or piece had broken off and was loose on the board, and finally found a missing spot on the back corner of the board (with the number c24k1 next to it) where the piece was attached. I contacted XFX technical support, and was told to mail the board to them in Ontario, California, along with sending them pictures of the board and broken off piece (as well as register and create a ticket). I did these things, and was told today there so-called 2 yr warranty would not help, and my mobo would be mailed back to me unopened. I called Fry's electronics, and to my surprise they only warranty motherboards for 15 days.

Can anyone recommend what to do?

[Miker]

Where do you live?

North America is a 2x Lifetime warranty.

[srpeters18]

If you live within the US, start a ticket on XFX's website and contact XFXSupport on this site. Did you actually get an RMA number before sending it to XFX? If you didn't get an RMA number first, and display it on the outside of the box, that's why they wouldn't open it.

[Miker]

If you live within the US, start a ticket on XFX's website and contact XFXSupport on this site. Did you actually get an RMA number before sending it to XFX? If you didn't get an RMA number first, and display it on the outside of the box, that's why they wouldn't open it.

Sure sounds like what he did.

[Hyperion]

Where do you live?

North America is a 2x Lifetime warranty.

I live in Oregon, that is why I couldn't immediately drive back to Fry's, and was in Cali for a convention when it was purchased.

[Hyperion]

If you live within the US, start a ticket on XFX's website and contact XFXSupport on this site. Did you actually get an RMA number before sending it to XFX? If you didn't get an RMA number first, and display it on the outside of the box, that's why they wouldn't open it.

I was told by XFX tech support to mail the board and send pictures, along with making a ticket, and was unaware of the RMA number. Regardless of my wasting even more money sending it to them, XFX have responded with this:

[MICHAELC - 03/05/2008] Hi Chris; very sorry to hear that Fry`s may not be able to take the board back, but our warranty policy does not cover any type of damaged parts on our motherboards so we will unfortunately not be able to offer an RMA to get this board replaced. Our warranty normally would cover the motherboard for 2 years, but in this case the board cannot be returned to the manufacturer. Sorry for any inconvenience this may cause. Regards, Michael

In a previous post in the same ticket, "Any motherboards we received with damaged components will most likely be rejected and we cannot really offer replacement for a board that is missing parts, so I highly recommend going through your retailer for the RMA process since it seems you are still within 30 days of purchasing the board Fry`s should be able to take it back if it was damaged before you opened the box. Regards, Michael"

What good is a warranty that doesn't help?! There are no missing parts, it is a chip that was broke off when I opened up the package, and XFX tech support told me that rarely happens cause the pieces are very secure.

I'm waiting on the phone again with XFX, to talk to a supervisor, cause I don't understand what good is a warranty if it can't help customers.

[Hyperion]

I got off the phone with yet another XFX tech support agent, and he's escalating the ticket. I guess physical damage to boards is normally covered by retailers, which is beyond me, especially concerning Fry's 15 day warranty on motherboards.

['Amp!']

OK do this. If you paid with your credit card call them up.

many people don't realize their CC's provide them with additional coverage.

For instance, my cc when used for purchases provides me double whatever the warranty is.
So if the company provides me with 1 yr on a cell phone or something they will provide me an additional year.


So if you used your CC than get them on the phone and start the process.

I am a little surprised by XFX in this case. Simply repair the part and be done with it no?

[Miker]

Wow, I feel for you, we will see what XFX Support on here tells you.

[srpeters18]

That is a little odd, but technically most warranties say defects from the manufacturing process. Physical damage is usually left up to the retailer. I always check that kind of stuff first thing when I get home for just that reason. Just like when you get shipped something you're supposed to check it for physical damage. Places like newegg won't take broken pieces back, you have to get it paid for by the shipping company.

[Miker]

That is a little odd, but technically most warranties say defects from the manufacturing process. Physical damage is usually left up to the retailer. I always check that kind of stuff first thing when I get home for just that reason. Just like when you get shipped something you're supposed to check it for physical damage. Places like newegg won't take broken pieces back, you have to get it paid for by the shipping company.

Yaa, that is what I though.

When the Mobo was made it was ok. While it was in Frys/your hands it was broken, so it is up to Frys to replace it.

[xfxsupport]

Yaa, that is what I though.

When the Mobo was made it was ok. While it was in Frys/your hands it was broken, so it is up to Frys to replace it.

I will look into but Miker is on the right track, if you get it with physical damage that is one area not covered by the Double Lifetime Warranty and that initial warranty with the retailer should help you out. I am sure we will be more then willing to try and fix it for you; we were just trying to arrange it so you can exchange it through your retailer instead of having an attempted repair. We will keep you posted in your ticket as to how the repair process goes, but this will not be a warranty repair, rather a courtesy repair.

[Hyperion]

OK do this. If you paid with your credit card call them up.

many people don't realize their CC's provide them with additional coverage.

For instance, my cc when used for purchases provides me double whatever the warranty is.
So if the company provides me with 1 yr on a cell phone or something they will provide me an additional year.


So if you used your CC than get them on the phone and start the process.

I am a little surprised by XFX in this case. Simply repair the part and be done with it no?

I didn't use a Credit Card :frown:

And I'm not shopping at Fry's again. 15 day warranty is lame.

[Hyperion]

That is a little odd, but technically most warranties say defects from the manufacturing process. Physical damage is usually left up to the retailer. I always check that kind of stuff first thing when I get home for just that reason. Just like when you get shipped something you're supposed to check it for physical damage. Places like newegg won't take broken pieces back, you have to get it paid for by the shipping company.

Fry's did tell me their warranty does not cover physical damage. I guess physical damage is a sensitive issue :frown:

[Hyperion]

I will look into but Miker is on the right track, if you get it with physical damage that is one area not covered by the Double Lifetime Warranty and that initial warranty with the retailer should help you out. I am sure we will be more then willing to try and fix it for you; we were just trying to arrange it so you can exchange it through your retailer instead of having an attempted repair. We will keep you posted in your ticket as to how the repair process goes, but this will not be a warranty repair, rather a courtesy repair.

Fixing it would be very helpful, or telling me how to fix it.

http://www.creativematerials.com/apps.html seem to have the right glue, as the piece looked like the plastic broke off right above the sodder joint. Any word about the repair process?

[xfxsupport]

The are working on it and will let us know but as you can see it will be a bit difficult. I am hoping the solder pads on the PCB itself are in good condition or the repair will not go well.

http://i227.photobucket.com/albums/dd205/XFXSupport/1.jpg

This pics might not be the best but you should be able to see why XFX does not cover this under warranty. The resistor did not simply fall off, instead it was broken off.

http://i227.photobucket.com/albums/dd205/XFXSupport/2.jpg

[Miker]

So hard to repair multi layer PCBs like that too.

[tyle6]

Looks to me to be a simple Re-solder, got an iron?

[Hyperion]

The are working on it and will let us know but as you can see it will be a bit difficult. I am hoping the solder pads on the PCB itself are in good condition or the repair will not go well.

This pics might not be the best but you should be able to see why XFX does not cover this under warranty. The resistor did not simply fall off, instead it was broken off.

Any word by chance on the status of the repair?

Any idea how that resistor broke off? I found the resistor on the top of the motherboard after taking it out of the package and standing it upright. It somehow got mangled around, but couldn't tell when opening the package (the box looked fine). There were 2 or 3 of the small battery like objects slightly bent as well on top. I'm guessing once the motherboard was made somehow was tampered with before being put into the package.

[xfxsupport]

I'm guessing once the motherboard was made somehow was tampered with before being put into the package.

I doubt this is the case especially since we never hear of such an issue, however your motherboard has been repaired and is being tested now, so far so good.

[dubzhouse]

I didn't use a Credit Card :frown:

And I'm not shopping at Fry's again. 15 day warranty is lame.

The Fry's in Oregon allows you to return Motherboards within 30 days even after they have been opened. They allow you to return anything within 30 days except for like HD's, CPU', Memory, Laptops and so forth. If it is within the 30 days from the date of the receipt i think you should call the Fry's in Oregon and see what they say. I have taken back so many motherboards and stuff after 15 days and have never had a problem doing it as long as it is before 30 days.

[Hyperion]

The Fry's in Oregon allows you to return Motherboards within 30 days even after they have been opened. They allow you to return anything within 30 days except for like HD's, CPU', Memory, Laptops and so forth. If it is within the 30 days from the date of the receipt i think you should call the Fry's in Oregon and see what they say. I have taken back so many motherboards and stuff after 15 days and have never had a problem doing it as long as it is before 30 days.

I did call the Oregon Fry's about a week ago, and was told it was up to the Fremont Fry's in California, who made it clear 15 is the maximum warranty for motherboards. I didn't know at the time of purchase that Oregon had a Fry's :frown:

[Hyperion]

I doubt this is the case especially since we never hear of such an issue, however your motherboard has been repaired and is being tested now, so far so good.

That is great news! Thank you for the courtesy of repairing it.

[funkyman23]

u should find some elecromic shop repair they must have precise soldering equipment that is easy to solder if u got the tools just tell them to be careful when soldering

[Miker]

I am a master Solderer, it is hard to really fix multi-layer PCBs like Mobos, you were lucky it wasn't surface mount, or connected to the middle layer.

[funkyman23]

I am a master Solderer, it is hard to really fix multi-layer PCBs like Mobos, you were lucky it wasn't surface mount, or connected to the middle layer.

yup that could be a big problem but on that pic it looks as easy solder but that could be solved for all if nvidia and foxcon dident save money on those boards and put solids on it and protect mum a little better

[Hyperion]

Do you recommend 2 10k raptors in raid0? Or like my current rig and use programs on one HD and OS on the other?

I got the mobo back from xfx, but waiting on some other parts in the mail to try it out.

[Miker]

Do you recommend 2 10k raptors in raid0? Or like my current rig and use programs on one HD and OS on the other?

I got the mobo back from xfx, but waiting on some other parts in the mail to try it out.

2x Seagates 250g-500g in raid is nice, you have to remember Raptors are only 1.5GB a second, not 3.0.

[Hyperion]

2x Seagates 250g-500g in raid is nice, you have to remember Raptors are only 1.5GB a second, not 3.0.

Well, I read the 10k rpm makes up more than the 3.0. I'd get a 3rd HD for storage if I need it.

[Miker]

Well, I read the 10k rpm makes up more than the 3.0. I'd get a 3rd HD for storage if I need it.

Not really, do the math. Seagate is 2x the speed in Data, 10k is 1.5x the speed in RPM, plus the speed of the drive doesn't matter if the data rate it half.