Wednesday, January 25th 2012

XFX Discontinues Double Lifetime Warranty with New Radeon Graphics Cards

With the introduction of its Radeon HD 7970 graphics cards, XFX silently discontinued its famous "double-lifetime" product warranty policy, which made XFX graphics cards a worthy buy for overclockers. This warranty policy also added to the resale value of these cards. It allowed buyers to tamper with the supplied cooling solution (heatsink), by replacing them with their own without voiding warranty, it even gave lifetime warranty coverage to the original buyer, as well as to the person buying the product pre-used from an original buyer.

XFX told HardwareCanucks that their Double Lifetime warranty just wasn't sustainable and so they decided against offering it on HD 7900-series cards. This is what the warranty policies of XFX' HD 7900 graphics cards look like:
  • Cards with Double Dissipation (Double D) or whose product number ends in "R" get Lifetime warranty if registered within 30 days.
  • All other cards (ex: HD 7970 Core Edition; FX797ATNFC) get 2 Year Warranty
Source: HardwareCanucks
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67 Comments on XFX Discontinues Double Lifetime Warranty with New Radeon Graphics Cards

#1
Raw
by: Maban
You have issues if you found any of that unacceptable. I really have to agree with Kevin on "If you feel you were treated disrespectfully I apologize for providing you with the information of how the RMA process works."
I have issues?
What KIND of issues?
Please explain...this could be serious. I may have to make a quick appointment with my psycho based on your comment? OMG...more money.

I just shared the entire RMA process and how it worked for me.
It's just an FYI for the TPU folks.
I didn't say I found anything unacceptable, did I? I found the whole transaction sort of funny, you did not? Well, I did find the initial response by Kevin lacking a bit. But after that all went well and I am pleased with XFX's handling of the RMA process.
Would I buy from XFX again? No, probably not.
I personally like EVGA products and I personally have never had any EVGA product fail on me. Just luck I guess, because I understand all products can and do fail.
I have had 2 XFX graphics cards fail so far, both with very low mileage on them.
Just sayin'
Posted on Reply
#2
GluteusMaximus
XFX didn't even honor their double lifetime warranty in the first place!!

I challenge you to find just ONE person who was able to take advantage of the Double Lifetime Warranty.
Posted on Reply
#3
AsRock
TPU addict
by: Raw
I share this with tongue-in-ckeek, there is humor to be found.

"eventually get to me". What does THAT mean? :eek: :shadedshu :banghead:


[ 5/13/2012 6:31:05 PM]
Item is broken. It will not run in my 16X video slot. It will run in my 8X and 4X slots. I "thought" it may have been the motherboard itself so I RMA`ed the Asus motherboard. This is not the motherboards problem, it is the XFX video cards problem. It will not work in the new motherboard either, in the 16X slot. And I then tried the XFX video card in a different machine altogether. Same thing, same problem, it will not work in the other machine either in the 16X slot. The "other" machine is also an Asus motherboard, it is a socket 775 E-8500 cpu with 8GB Ram and a Corsair HW850watt power supply. Note: I also installed a Sapphire 5870 2GB video card into both machines in their 16X slots and that card works fine in either machine.

[KEVIN_C 5/14/2012 9:48:22 PM]
Hello, I have authorized your RMA (Return Merchandise Authorization) so that you can send your XFX product (M9Y03_ _ _ _) in for service. Your RMA number is XCR _0_ _5. Please copy and paste the following link into your browser,

http://xfxstorage.com/Support/pa_rma_t_ns.pdf . This form contains all the details for sending your product in for warranty service. Please read this document carefully before sending your product in. The address being used for return shipping is: _ _ _ _ N.Y., 14 _ _ _. If for some reason you need to use a different return shipping address or telephone number then please notify us immediately at rmashipping@xfxforce.com. Include your ticket number as the subject line. Changing the address in your online profile will NOT update the return address
on the RMA.

* [ 5/23/2012 12:02:13 PM]
When will I get my RMA replacement video card?
XFX received my defective XFX HD6870 Serial # M9Y03_ _ _ _ yesterday 5-22-2012. It was delivered to you via UPS and signed for by: GUETAREZ at the Front Desk at your location. UPS Tracking Number 1Z8AR41542 _ _ _644 _ _ .

[KEVIN_C 5/23/2012 4:56:40 PM]
Hello once the RMA department gets through the cards sent here before you they will eventually get to your card and when they open up your package and scan the card into our system they will respond and update you on your original ticket 405 _ _ _.

* [ 5/23/2012 11:31:00 PM]
Hi Kevin, Thanks for the response.
Sounds like from your response XFX has quite a backlog of defective RMA parts. Especially when you say "eventually get to me". What does THAT mean? When is eventually? The next day or two or the next week or two, or next month? That response you gave me doesn`t sound like your product is of a very high quality if there are a lot of returns? That makes me wonder.
Let me ask you this. May I forward these Help Desk Status notices to XFX Corporate?
What is the Corporate address for e-mail? Thank you very much for your time. OP on 5-23-2012 @ 6:31 PM EST.

[KEVIN_C 5/23/2012 11:34:36 PM]
You`ve already reached XFC corporate, we are the only service center on the continent, theres also one in europe but the main headquarters is in China. At most it should only take a few days once we receive your card to respond to your ticket that the RMA department has started testing on it. The whole process should be about 2 weeks.

* [ 5/24/2012 12:54:43 AM]
Well, that`s a more appropriate reply, thank you.
Now I can sort of plan my future time schedule regarding that computer item.
By the way, I have already contacted the following parent company of XFX via fax just for your information. I don`t want you to be blind sided by my actions. But I think your management should know the facts of how the customer is being treated.
Company: PINE Technology Holdings Limited Attn: Senior Management Address: Unit A, 32/F Manulife Tower, 169 Electric Road, North Point, Hong Kong Telephone: (852)2773-9911 FAX: (852)2334-0775

[KEVIN_C 5/24/2012 1:00:12 AM]
If you feel you were treated disrespectfully I apologize for providing you with the information of how the RMA process works.

[MICHAELC 5/24/2012 1:00:23 AM]
We have received your recent returns ref: XCR _ _7_ _. Your returns will be passed to the RMA department for testing and diagnosis. We will notify you on completion. Thank You. XFX Support Team

[MICHAELC 5/26/2012 7:06:51 PM]
Your recent returns ref: XCR _ _7_ _ has recently completed the testing process with the following status: {M9Y033272 = FAULTY}. A technician will be in contact shortly to discuss completion of this return. If you have any queries regarding this test result - please send a message to the support team. Thank You. XFX Support Team.

[KENNY 5/29/2012 8:20:04 PM]
We have despatched your recent returns ref: XCR _0 _ _5 via fedex.com with tracking reference: 0293150 _ _ _ _ _ _ . If you have any queries regarding this action - please send a message to the support team. Thank You. XFX Support Team

[FEDEX.COM]
Estimated delivery Jun 7, 2012
Start to finish: 21 business days (not too bad)
Was only about 5 month ago when i sent in a 4890 and they sent a 6850 in about 2 weeks.

XFX still place for me as any cooler a company puts on a card i always end up taking it off anyways haha..

At least it's not as fucked up as eVGA are these days.

Ask the TPU member ( dm3k ) who had my 4890 of me. Best part the card was faulty and i sent it to them and they sent it to the guy and yes they do honor it so stop with the BS.
Posted on Reply
#4
Jstn7477
I sent a ticket for the first time to XFX for a card I've had for 9 months (but didn't register until now) with a now dying fan, and I received a quick response saying they would actually ship me a new cooler and let me install it myself. I didn't hear anything for a few days after that thanks to Memorial Day weekend, but last Tuesday they told me they were shipping it out the next day via USPS. Haven't received it yet, but getting a brand new cooler no questions or payment asked seemed like decent support to me. Once I get the new cooler and install it, it goes off to Kantastic. :toast:
Posted on Reply
#5
Raw
XFX - used 6870 2x beat up

by: Raw
I have issues?
What KIND of issues?
Please explain...this could be serious. I may have to make a quick appointment with my psycho based on your comment? OMG...more money.

I just shared the entire RMA process and how it worked for me.
It's just an FYI for the TPU folks.
I didn't say I found anything unacceptable, did I? I found the whole transaction sort of funny, you did not? Well, I did find the initial response by Kevin lacking a bit. But after that all went well and I am pleased with XFX's handling of the RMA process.
Would I buy from XFX again? No, probably not.
I personally like EVGA products and I personally have never had any EVGA product fail on me. Just luck I guess, because I understand all products can and do fail.
I have had 2 XFX graphics cards fail so far, both with very low mileage on them.
Just sayin'
Well, I have to agree now...I DO have issues. I finally received my RMA replacement XFX 6870 2GB card from XFX yesterday.
They sent me some beat up dented, scratched up piece of junk. This thing looks like it was put through a clothes dryer.
I can't put this junk in one of my good machines, it's embarrasing. The plastic cover is total garbage. Looks terrible. Beat up bad.
Yes, I seems to work ok after checking it out. But it looks like Fred Sanford & Son owned it.
ARRRGHHHH.
Posted on Reply
#6
AsRock
TPU addict
by: Raw
Well, I have to agree now...I DO have issues. I finally received my RMA replacement XFX 6870 2GB card from XFX yesterday.
They sent me some beat up dented, scratched up piece of junk. This thing looks like it was put through a clothes dryer.
I can't put this junk in one of my good machines, it's embarrasing. The plastic cover is total garbage. Looks terrible. Beat up bad.
Yes, I seems to work ok after checking it out. But it looks like Fred Sanford & Son owned it.
ARRRGHHHH.

Never again XFX.
Would love to see some pics.

Ever thought if you sent pictures of the replacement and how beat up it was that you might get it exchanged ?.
Posted on Reply
#7
cadaveca
My name is Dave
by: GluteusMaximus
XFX didn't even honor their double lifetime warranty in the first place!!

I challenge you to find just ONE person who was able to take advantage of the Double Lifetime Warranty.
I accept that challenge. I am that one person. Can't say I had much issue doing so, either.

Register card to myself. Doesn't work. Submit ticket. Call up XFX, give them ticket number, get them to add it to my profile. Call them back, say thanks, submit new ticket. call them back with new ticket number, explain issue, get RMA number, RMA card.

If you go through the RMA process, without calling them...is very painful. I'll agree to that. But once on the phone...no problems.

by: AsRock
Would love to see some pics.

Ever thought if you sent pictures of the replacement and how beat up it was that you might get it exchanged ?.
I've done this, they simply sent new replacements, with a return shipping label.
Posted on Reply
#8
Raw
Hey, how can you beat that response!!!

by: Raw
Well, I have to agree now...I DO have issues. I finally received my RMA replacement XFX 6870 2GB card from XFX yesterday.
They sent me some beat up dented, scratched up piece of junk. This thing looks like it was put through a clothes dryer.
I can't put this junk in one of my good machines, it's embarrasing. The plastic cover is total garbage. Looks terrible. Beat up bad.
Yes, I seems to work ok after checking it out. But it looks like Fred Sanford & Son owned it.
ARRRGHHHH.
UPDATE:
I got some good news from XFX yesterday.
They are sending me a brand new cover after I told them what happened.
And the Support Team member apologized. He said that should have never happened.
Ok, so I'm pretty impressed now with their handling of the situation.
I take back everything I said. My initial contact with XFX didn't impress me but the follow up and end result did. That's whats important to me.

Here is the Support Team Final Response to me:

[MICHAELC 6/9/2012 1:40:39 AM] Hi Jack; its not a problem, we just want to make sure you end up with a fully functional card that you paid for originally, I`ll go ahead and have a new fan unit sent out for you, it won`t have any decals on the plastic part because that`s how the factory sends them to us, but they are brand new fans so it should be free of defects completely. Have a good weekend. Thanks, Michael

:)Hey, how can you beat that response!!!
I hope Michael has a good weekend himself.
Posted on Reply
#9
RejZoR
Personally i only plan to buy cards with TwinFrozr (MSI), Windforce 3x (Gigabyte) or DirectCU (ASUS). I'm not going to bother with other "revolutionary" cooler designes which have never been good anyway. I used to have famous Vapor-X on Sapphire (HD6870 Toxic) and it was rubbish. Insanely loud and hot. Either the vapor chamber was broken or it was plain rubbish.
Posted on Reply
#10
Kantastic
by: Raw
UPDATE:
I got some good news from XFX yesterday.
They are sending me a brand new cover after I told them what happened.
And the Support Team member apologized. He said that should have never happened.
Ok, so I'm pretty impressed now with their handling of the situation.
I take back everything I said. My initial contact with XFX didn't impress me but the follow up and end result did. That's whats important to me.

Here is the Support Team Final Response to me:

[MICHAELC 6/9/2012 1:40:39 AM] Hi Jack; its not a problem, we just want to make sure you end up with a fully functional card that you paid for originally, I`ll go ahead and have a new fan unit sent out for you, it won`t have any decals on the plastic part because that`s how the factory sends them to us, but they are brand new fans so it should be free of defects completely. Have a good weekend. Thanks, Michael

:)Hey, how can you beat that response!!!
I hope Michael has a good weekend himself.
Yeah? Why don't you send his manager, his manager's manager, and their regional supervisor an email praising the customer service? You went the whole nine yards for some petty and trivial thing, which means you're decent enough of a human being to do the same when you get excellent customer service.

Right?

And then you can post about it on the forums. I'll be waiting to read what humor you provide next.
Posted on Reply
#11
Raw
You are providing ME humor, you just don't know you are.
You seem to be pretty upset that I took a stand as a customer who spent my money and didn't like the response I got from some guy who basically blew me off initially.
Here is why you are providing ME the humor:
1. Your sig...
Brands I boycott: HP, Sony, CoolIT
Stores I boycott: Jab-Tech, Directron, Axiontech
Care to join?

Why don't you send their managers, their manager's manager, and their regional supervisors an email stating something like "I'm sorry, I really shouldn't try to influence so many others with my OPINION, which may or may not suck, in public forums"?
That would be a start towards being a nice guy or decent enough of a human being, as you put it.

2. You slapped me hard for my opinion and reverted to personally attacking me and calling me a few rotten names.

I read that and just reported you to the admins. That ended that!

3. Would you not consider your input to me trolling?

Maybe you think I'm a noob here or something because I only have 155 posts and you have over 4000.
That would not be the case.
Posted on Reply
#12
Kantastic
by: Raw
You are providing ME humor, you just don't know you are.
You seem to be pretty upset that I took a stand as a customer who spent my money and didn't like the response I got from some guy who basically blew me off initially.
Here is why you are providing ME the humor:
1. Your sig...
Brands I boycott: HP, Sony, CoolIT
Stores I boycott: Jab-Tech, Directron, Axiontech
Care to join?

Why don't you send their managers, their manager's manager, and their regional supervisors an email stating something like "I'm sorry, I really shouldn't try to influence so many others with my OPINION, which may or may not suck, in public forums"?
That would be a start towards being a nice guy or decent enough of a human being, as you put it.

2. You slapped me hard for my opinion and reverted to personally attacking me and calling me a few rotten names.

I read that and just reported you to the admins. That ended that!

3. Would you not consider your input to me trolling?

Maybe you think I'm a noob here or something because I only have 155 posts and you have over 4000.
That would not be the case.
I have my reasons for boycotting the brands/stores I do, but I assure you that it's not because some level 1 customer service representative was courteous and polite to me throughout our entire ordeal.

A few rotten names? All I said was you made an ass out of yourself. Are you really that sensitive? And I would suggest you not be so presumptuous as to refer to me as a troll. You're doing no different than what I did when I referenced your similarity to a donkey's behind.
Posted on Reply
#13
Aquinus
Resident Wat-man
I'm sure XFX was tired of people messing with their cards and frying them because they did something stupid. It costs a lot to pay for the mistakes of users and it makes sense that they did this because the people who are the most likely to want to try and alter the cooling and some way, shape, or form will typically have a high end card. Sounds like a cost saving strategy, I bet you it was costing the company too much money to cover stupidity under the warranty (it is a shame that a couple other things were dropped, I like it when warranties transfer from user to user though. I've still never had issues with MSI. :ohwell:


by: Kantastic
I have my reasons for boycotting the brands/stores I do, but I assure you that it's not because some level 1 customer service representative was courteous and polite to me throughout our entire ordeal.

A few rotten names? All I said was you made an ass out of yourself. Are you really that sensitive? And I would suggest you not be so presumptuous as to refer to me as a troll. You're doing no different than what I did when I referenced your similarity to a donkey's behind.
I think this flame war can stop now because quite honestly you're being an ass and it is obvious that neither of you are going to see eye to eye on this, so I would drop it. He also isn't being presumptuous by calling you a troll, you're not posting about anything useful and you're strictly insulting him. Last I checked, that is trolling.
Posted on Reply
#14
eidairaman1
Considering most computer parts lables state to be installed by a A+ Certed tech or something like that. I knew about ESD before Taking that course and then plus before I joined the AF


by: Aquinus
I'm sure XFX was tired of people messing with their cards and frying them because they did something stupid. It costs a lot to pay for the mistakes of users and it makes sense that they did this because the people who are the most likely to want to try and alter the cooling and some way, shape, or form will typically have a high end card. Sounds like a cost saving strategy, I bet you it was costing the company too much money to cover stupidity under the warranty (it is a shame that a couple other things were dropped, I like it when warranties transfer from user to user though. I've still never had issues with MSI. :ohwell:




I think this flame war can stop now because quite honestly you're being an ass and it is obvious that neither of you are going to see eye to eye on this, so I would drop it. He also isn't being presumptuous by calling you a troll, you're not posting about anything useful and you're strictly insulting him. Last I checked, that is trolling.
Posted on Reply
#15
Aquinus
Resident Wat-man
by: eidairaman1
Considering most computer parts lables state to be installed by a A+ Certed tech or something like that. I knew about ESD before Taking that course and then plus before I joined the AF
I kind of just skipped the A+ cert and went right for a degree in Comp Sci. Worked out pretty well to be honest.

Either way, I'm sure XFX is trying to mitigate the number of RMAs due to user error. It's just unfortunate that the people who know what they're doing have to suffer for it.
Posted on Reply
#16
Black Panther
Senior Moderatorâ„¢
by: btarunr
With the introduction of its Radeon HD 7970 graphics cards, XFX silently discontinued its famous "double-lifetime" product warranty policy
My guess is that this doesn't apply to cards purchased before this discontinuance?
If I had bought an XFX card it meant I entered a contract with XFX to pay a given price and to get the promised warranty. They can't opt out of the warranty without rescinding the entire contract of sale. Or else compensate for loss of promised warranty.
Posted on Reply
#17
Aquinus
Resident Wat-man
by: Black Panther
My guess is that this doesn't apply to cards purchased before this discontinuance?
If I had bought an XFX card it meant I entered a contract with XFX to pay a given price and to get the promised warranty. They can't opt out of the warranty without rescinding the entire contract of sale. Or else compensate for loss of promised warranty.
You could always ask them unless they have something like WD where all you do is put in the device's serial number and it will tell you the status of the warranty.
Posted on Reply
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