RMA Woes - 7970 Vapor X

[Hellfire]

Hi guys,

So, I have a Sapphire card for RMA and apparently with Sapphire RMA's you go via the retailer.

I've gone via the Retailer [A BIG UK RETAILER BEGINING WITH N] and was expecting a repaired card back, instead I have been informed this

Unfortunately the card is no longer available for a replacement and can't be repaired. However as it has a 24 month warrenty we will do a refund based on you having 18 months usage out of it. This will equate to around £70.00 plus VAT

Now my card worked fine except for the HDMI port, so if I knew I'd only get £70 back I'd keep it and buy a second so I politely told them to F**K off and that isn't suitable but I either wanted a replacement 7970 Vapor X or a repaired card. I also asked what Sapphire said the problem was.

He responded with that they don't make them any more, to which I replied, well they DO but they're rebranded as R9 280X but they're completely identical and that my card was NOT sent to Sapphire but to their supplier.

Now, Clearly I am not being unreasonable? AM I? Can they only issue such a piss small amount of refund?

Also, I thought they had to return it to manufacturer? if Sapphire haven't even checked it, surely it could've been repaired :/

 

[erocker]

I'm pretty sure you have some rights in the UK in regards to this that the retailer isn't being forthcoming about. Also, feel free to name the retailer giving you trouble if you want.

 

[Hellfire]

Well it begins with Nova, and ends with Tech

I've posted it on their facebook page, and I believe I have rights also.

On a side note I have to say the Tech/service engineer who phoned me was very nice, kind and honest. but I was shocked when the Engineer did not know a R9 280x is a re branded 7970

 

[Sasqui]

Wow, that's a big SUCK. I thought they only played games like that with car tires. And yea, please do name the retailer.

 

[Hellfire]

I posted to their Facebook, they posted and asked for my RMA. hopefully it'll be dealt with soon. but not holding my breath.

It has been escalated but if that is their standard policy for returns.. that whole policy is wrong, and it's not just me but hundreds of others also.

Apparently their SOP is to do a refund based on months left on the warranty :/

 

[d1nky]

ive never bought from novatech and probably never will, heard something like this a while ago.

That refund is an insult, it hurts me to see this as well! If they want to play them kind of games, (read up on EU rights) and state them a few acts.

OR you could flash it to a 280x and say you'd like a replacement lol

 

[Sasqui]

I posted to their Facebook, they posted and asked for my RMA. hopefully it'll be dealt with soon. but not holding my breath.

It has been escalated but if that is their standard policy for returns.. that whole policy is wrong, and it's not just me but hundreds of others also.

Apparently their SOP is to do a refund based on months left on the warranty :/

I guess if it's a refund, that's one way to calculate it... will they ship your card back to you instead?

 

[Hellfire]

They won't ship my card back to me as they sent it to "their supplier" so they don't even hold it any more. I bet they'll get a "replacement card" from their supplier.

 

[Hellfire]

I guess if it's a refund, that's one way to calculate it... will they ship your card back to you instead?

but definitely not a refund in my eyes!!!!

 

[GhostRyder]

I posted to their Facebook, they posted and asked for my RMA. hopefully it'll be dealt with soon. but not holding my breath.

It has been escalated but if that is their standard policy for returns.. that whole policy is wrong, and it's not just me but hundreds of others also.

Apparently their SOP is to do a refund based on months left on the warranty :/

That is beyond ridiculous...I would be beyond pissed off if they tried to pull that with me.

You should have some buyers rights in England and in all honesty they should also be more than aware that a HD 7970 is an R9 280X so that excuse is not going to fly.

The only thing I could guess is that when they mean its no longer made anymore they are referring to this (Im guessing thats your card) since the new Vapor-X cards are these. They did make an R9 280X like the old Vapor-X but they have been out of stock for awhile msot places so it may not be made anymore. However either way that should not matter because they should replace it with a like replacement no matter what (Unless legitimately the GPU is no longer made period) because it failed under warranty.

Continue to fight it and im sure you will eventually get your way. Normally places like this just want to catch people who dont give a **** and hope they will just give up.

 

[Hellfire]

Yup, I will fight it... and after I am done fighting I want to fight some more, I don't want others getting screwed in the same way

 

[d1nky]

if all else fails you could always buy a 7970 and run xfire or flash em to 280x's

 

[Hellfire]

If I get my original card back, :-/

 

[eidairaman1]

the Company who sold you the card needs to change it to, replace it with exact same model or equivalent, since the 280 is pretty much what you have they should replace it then. Id honestly tell Sapphire the Company that sold you the card what they wrote in the email, and request RMA again, Ive RMAd a card before and it was sent over seas for replacement(Oh Yeah USA)

These Links May Help You out better
http://www.sapphiretech.com/presentation/support/support_index.aspx?cid=3&lid=1
http://www.sapphiretech.com/presentation/company/?cid=2&

Hi guys,

So, I have a Sapphire card for RMA and apparently with Sapphire RMA's you go via the retailer.

I've gone via the Retailer [A BIG UK RETAILER BEGINING WITH N] and was expecting a repaired card back, instead I have been informed this



Now my card worked fine except for the HDMI port, so if I knew I'd only get £70 back I'd keep it and buy a second so I politely told them to F**K off and that isn't suitable but I either wanted a replacement 7970 Vapor X or a repaired card. I also asked what Sapphire said the problem was.

He responded with that they don't make them any more, to which I replied, well they DO but they're rebranded as R9 280X but they're completely identical and that my card was NOT sent to Sapphire but to their supplier.

Now, Clearly I am not being unreasonable? AM I? Can they only issue such a piss small amount of refund?

Also, I thought they had to return it to manufacturer? if Sapphire haven't even checked it, surely it could've been repaired :/

 

[Tatty_Two]

2 points here..... 1 is UK consumer law, 2 is Sapphire warranty, for you both pretty much mean the same which is, they are obliged to either repair or replace "like for like", if the model is no longer available then it should either be repaired to 100% working condition or a new model the most similar to it in performance, as you have already stated.... a 280X, DO NOT accept anything less, there is nothing in consumer law that says you must take less base on a useage value when it is WITHIN the warranty period they have a legal obligation to replace like for like....

http://www.sapphiretech.com/presentation/support/support_index.aspx?cid=3&lid=1

Sale of goods act, scroll down, take a read.........

http://www.which.co.uk/consumer-rights/problem/what-do-i-do-if-i-have-a-faulty-product

In essence, you purchase a product and the manufacturer, in this case Sapphire guarantees by warranty that you will get a minimum of 2 years operational life from it, should you not then they must sort it out so that you continue for the remainder of the warranty period with a similar performing product, otherwise you may have well just bought a 7870! (Because that's just about the best you will get with 70 quid second hand.... if your lucky).

Edit: Tell them you are contacting "which" magazine to take up your case as a last resort. The key point to make to Novatech is that their (Sapphires) warranty does not mention a refund at a partial amount relating to useage (which is a retailers offer) and that you have that entitlement and therefore you do not have to accept it from the retailer.

 

[Hellfire]

the Company who sold you the card needs to change it to, replace it with exact same model or equivalent, since the 280 is pretty much what you have they should replace it then. Id honestly tell Sapphire the Company that sold you the card what they wrote in the email, and request RMA again, Ive RMAd a card before and it was sent over seas for replacement(Oh Yeah USA)

These Links May Help You out better
http://www.sapphiretech.com/presentation/support/support_index.aspx?cid=3&lid=1
http://www.sapphiretech.com/presentation/company/?cid=2&

Thanks bud, Please note I am NOT blaming Sapphire, I've used them for years and am a BIG fan, I am sure Sapphire would not condone this approach. I know that what the retailer is doing is against Sapphires policy, which is why if it is not dealt with and I do not hear of a reasonable resolution I will be writing to Sapphire directly to inform them of this.

2 points here..... 1 is UK consumer law, 2 is Sapphire warranty, for you both pretty much mean the same which is, they are obliged to either repair or replace "like for like", if the model is no longer available then it should either be repaired to 100% working condition or a new model the most similar to it in performance, as you have already stated.... a 280X, DO NOT accept anything less, there is nothing in consumer law that says you must take less base on a useage value when it is WITHIN the warranty period they have a legal obligation to replace like for like....

http://www.sapphiretech.com/presentation/support/support_index.aspx?cid=3&lid=1

Sale of goods act, scroll down, take a read.........

http://www.which.co.uk/consumer-rights/problem/what-do-i-do-if-i-have-a-faulty-product

In essence, you purchase a product and the manufacturer, in this case Sapphire guarantees by warranty that you will get a minimum of 2 years operational life from it, should you not then they must sort it out so that you continue for the remainder of the warranty period with a similar performing product, otherwise you may have well just bought a 7870! (Because that's just about the best you will get with 70 quid second hand.... if your lucky).

Edit: Tell them you are contacting "which" magazine to take up your case as a last resort.

You, Sir, have just put everything I thought/assumed into words.

Thank you very much. I will NOT accept anything less than either my card repaired on a 7970/280x (or higher) as replacement.

I am drafting a letter to Novatech right now, Whilst they are still "investigating" my issues, I feel I need to be proactive.

Draft of my E-mail attached as a following comment.

 

[Hellfire]

FIRST DRAFT

Dear Sir/Madam


I am writing regard RMA number RRXXXXXXX. I was recently made aware after a phone call with one of your engineers that your solution to this RMA is to issue a “partial refund, based on having 18 months usage on a 24 month warranty”.


I appreciate this issue has been escalated and investigated as I have posted about it on your Facebook. However I feel obligated to write to you to address my concerns and to inform you of my stance on the issue.


Firstly, I believe the warranty issued by Sapphire and the law set out by Consumer Rights Act state that I am entitled following and you’re required to offer to:

1. Fix the product to the original functioning specification ensuring it lasts for the remainder of the warranty period.

2. Replace the product with a replacement identical product

3. Or if an identical product is not available a product must be issued with similar performance to the original item.


I was kindly informed the following that:

1. My item is not able to be repaired.

2. Replacement product is unavailable


Instead, I was offered a refund of the Value of around £70.00 Plus VAT, so a total of £84.00. The equivalent product to my item is currently on sale, with you for £239. Factoring in the costs of replacement products you are offering me 35% of the cost of replacing the product.


I would urge you that offering a partial refund of this is against the warranty that Sapphire set out and I must note I will be forwarding these concerns to Sapphire Tech directly.


As for the third Item, a product must be issued with similar performance to the original item. I must inform you, as apparently your “Engineer” has no knowledge that the Sapphire R9 280X Vapor X, a product in which you hold in stock is an identical replacement, So much so that it is just a rebranded Sapphire 7970 Vapor X, shares the same components and performance. This would of course fit the criteria of point 3 above.


To summarise my complaint I request that you either fulfil either one of Steps 1-3.


In addition to my complaint above, I wish for you to set out your standard operating procedure for returns where replacement products are not identical and for you to confirm in fact, the offer of refund based on usage is in fact in line with this.


I eagerly await your resolution in the matter


Regards


Graeme Nicholson

 

[eidairaman1]

Hellfire im with you on this issue not against you. However The info on Sapphires site states for anyone outside us or Canada take it up with the seller. But id give it a shot if Novatech doesnt grant you a replacement...

 

[the54thvoid]

Yeah, +1 to all that's been said.

Any product in the UK that is under warranty and fails through normal usage is required by law to be dealt with as Tatty described. They have to honour the warranty - that is what it is there for - peace of mind. It's not a part exchange.

I had a Seasonic PSU fail after 2 years (of a 5 or 7 year warranty) and I got a brand new replacement unit at zero cost to me.

 

[Hellfire]

Hellfire im with you on this issue not against you. However The info on Sapphires site states for anyone outside us or Canada take it up with the seller. But id give it a shot if Novatech doesnt grant you a replacement...

Absolutely, I agree. This letter is to Novatech, the suppliers, I will send it to Sapphire as I am sure Sapphire would not want their Warranty misrepresented in such a way that is will give them a poor rep.

I am sure Sapphire won't be happy to learn that their resellers are doing this.

 

[Tatty_Two]

Just one thing to remember, if you read the "Which" link you will have learnt that the retailer legally does not have to return the card to Sapphire, from what you have indicated they have however so that puts you in a stronger position because if it's gone to Sapphire then they should honour it, if they had not, you should have been able to refuse the retailers 70 quid offer and by law you could actually get it fixed by a third party and charge the retailer! Just be careful not to make assumtions, stick to the facts as you have read them, be firm but polite, leave them in no doubt that you will not accept anything less than either a repair to full working condition or a like for like replacement.

Remember, some of these retailers (I am not suggesting Novatech as I have had only positive experiences with warranty returns with them) simply do get like for like replacements from the manufacturer, sell them on through their stores for £220 and palm the consumer off with 70 quid making a tidy profit of £130 for little or no effort.

Edit: Eidairaman is right in his post 18 about the retailer being responsible, however that makes them a legal "agent" of Sapphire which requires them to represent the company within the terms of the agreement (warranty), or it should do at least.

 

[Hellfire]

I apologise if I missed this bit, Novatech informed me that the card was returned to "their supplier" not Sapphire.

I agree, I have used Novatech before and I adore them, in fact I posted two things on their Facebook recently singing their praises, This whole thing has taken me by shock.

 

[eidairaman1]

I hope they hold their end up and give you a 280X

 

[seanmac]

Hi guys,

So, I have a Sapphire card for RMA and apparently with Sapphire RMA's you go via the retailer.

I've gone via the Retailer [A BIG UK RETAILER BEGINING WITH N] and was expecting a repaired card back, instead I have been informed this



Now my card worked fine except for the HDMI port, so if I knew I'd only get £70 back I'd keep it and buy a second so I politely told them to F**K off and that isn't suitable but I either wanted a replacement 7970 Vapor X or a repaired card. I also asked what Sapphire said the problem was.

He responded with that they don't make them any more, to which I replied, well they DO but they're rebranded as R9 280X but they're completely identical and that my card was NOT sent to Sapphire but to their supplier.

Now, Clearly I am not being unreasonable? AM I? Can they only issue such a piss small amount of refund?

Also, I thought they had to return it to manufacturer? if Sapphire haven't even checked it, surely it could've been repaired :/

Hey mate. The advice given by Tatty_One is spot on. Give them the opportunity to respond to your letter and if they don't replace it or refund you the total purchase amount make an official complaint with your country's consumer watchdog -

https://www.gov.uk/consumer-protection-rights


Here is an example of what happens to computer retailers that don't follow applicable consumer guidelines and break the law -

http://www.accc.gov.au/media-releas...00-for-false-and-misleading-consumer-warranty

Advise the company that you'll be making an official complaint and see how they handle the situation then. We, the consumers, are watching....

 

[Hellfire]

Thanks for your advice, my letter has been sent and I will await a response.