mudman
06-26-2008, 01:11 AM
I'm starting to feel let down with the speed of tech support at XFX.
I called XFX with the 790i instant FF problem after a failed BIOS flash. This is on a brand new board that was working perfectly for a few hours before the failed flash. The flash was done following directions posted at the XFX site.
The person I spoke with was very polite on the phone (as were all of the people I have talked with). He assured me that since it was a known problem, he would either declare the board DOA as soon as it arrived or they would change the BIOS chip--likely a 5-minute operation.
I paid for overnight shipping to help expedite the process.
A week later, and the board still hasn't been looked at.
For a brand-new board having a common problem created by using XFX's own support files, I feel justified in expecting nothing less than a brand-new replacement or at least a one or two-day turnaround. Going without a system for two weeks or longer does not give me confidence in selecting XFX as a well-supported product.
In fairness, I understand how busy tech support must currently be. The support staff have been very friendly and professional on the phone. On the other hand, this is an expensive product with some bugs. The consumer should not have to wait around when a simple replacement would take a few minutes to ship.
In the amount of time it has taken for tech support to assure me that they will get to the board, somebody could have shipped a replacement. The last message said it will probably take a few more days "depending on how long it would take to find any problems with your board." They already know what the problem is.
<whew> that feels better. But I still don't have a system. :help:
As I said, the people I have spoken with have all come across as professional and pleasant. Perhaps their hands are tied by not having enough staff? In any case I just wanted to share my situation for those in a similar boat.
If service comes through from here, I will be the first person to post a positive update/retraction.
thanks!
Frustrated in Dell 6400 Hell
I called XFX with the 790i instant FF problem after a failed BIOS flash. This is on a brand new board that was working perfectly for a few hours before the failed flash. The flash was done following directions posted at the XFX site.
The person I spoke with was very polite on the phone (as were all of the people I have talked with). He assured me that since it was a known problem, he would either declare the board DOA as soon as it arrived or they would change the BIOS chip--likely a 5-minute operation.
I paid for overnight shipping to help expedite the process.
A week later, and the board still hasn't been looked at.
For a brand-new board having a common problem created by using XFX's own support files, I feel justified in expecting nothing less than a brand-new replacement or at least a one or two-day turnaround. Going without a system for two weeks or longer does not give me confidence in selecting XFX as a well-supported product.
In fairness, I understand how busy tech support must currently be. The support staff have been very friendly and professional on the phone. On the other hand, this is an expensive product with some bugs. The consumer should not have to wait around when a simple replacement would take a few minutes to ship.
In the amount of time it has taken for tech support to assure me that they will get to the board, somebody could have shipped a replacement. The last message said it will probably take a few more days "depending on how long it would take to find any problems with your board." They already know what the problem is.
<whew> that feels better. But I still don't have a system. :help:
As I said, the people I have spoken with have all come across as professional and pleasant. Perhaps their hands are tied by not having enough staff? In any case I just wanted to share my situation for those in a similar boat.
If service comes through from here, I will be the first person to post a positive update/retraction.
thanks!
Frustrated in Dell 6400 Hell