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Gigabyte RMA nightmare...

What is your experience with Gigabyte RMA?

  • Good

    Votes: 7 50.0%
  • Nightmare

    Votes: 7 50.0%

  • Total voters
    14

voyager93

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#1
Today, I received this reply from Gigabyte:

rma1.png


They claimed that the video card I sent them GeForce GTX 980Ti was damaged!?!

rma2.jpg


And this was my reply:

To whom it may concern:

After speaking with a customer service supervisor, he confirmed that
my RMA request is being denied because of presumed "damage" to components
on the video card IN SPITE of user-provided EVIDENCE (photographs) that
I submitted to Gigabyte proving that NO DAMAGE to the card occurred prior
to being shipped on October 31, 2017.
It is clear from the images that I provided that NO DAMAGE to the board or PCB
had ever occurred.

IMG_0424.JPG


I was told that the images I submitted could not be validated as to their authenticity
and that the image dates / geo-location markers could have been fabricated or altered!
Are you kidding me!?!
I followed ALL of the required Gigabyte guidelines including properly sealing the card
in it's original anti-static bag, shipping the card in it's original Gigabyte case (with all foam
included), using extra bubble wrap, taking a detailed set of images of the card from every angle,
as well as insuring the package with Federal Express.

The card was working properly until it malfunctioned while performing a geekbench 4 test.
This card is STILL under warranty and yet my warranty is being DENIED!

And I am aware that this has happened to MANY other unsuspecting customers.

https://www.techpowerup.com/forums/threads/gigabyte-rma-screwed-me-over.221694/
http://www.tomshardware.com/answers/id-1804531/screwed-gigabyte-rmaing-7970.html
http://www.computerforums.org/forums/hardware/gigabyte-really-screwed-me-131493.html

Accordingly I will be submitting this entire experience (including proof with images) on
ANY and ALL forums and websites so as to make ALL other potential customers
aware of the treatment of people who purchase Gigabyte products as well
as the dangers of using the RMA service with Gigabyte.

Further, I will no longer purchase ANY additional Gigabyte products in the future
and will use my influence to dissuade ALL other potential customers from doing the same.

Disappointed and outraged,

If anyone has similar experiences or advice, I would appreciate your feedback!
Thanks.
 
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#2
ASUS still gets my vote as the worst RMA.

I always video tape my RMA process now. You cant be too careful these days.
 

newtekie1

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#3
Yep, when my GTX970's fan died after a couple months of use, it took them about 3 months to get my a work replacement card. The first time they shipped the card back to me claiming there was no problem, the bearing sounded like a cement mixer... Then they said they'd just ship me a new fan, and then sent me the wrong fan. They they said I had to ship the card to them again, at my own expense again, because they don't know what fan to send me because the one they sent me is what they show in their system as the correct fan. Once I shipped the card to them, they just sat on it. I called after a week of not hearing anything from them, and they said it would ship out the next day. When that didn't happen I called again a few days later and they told me they don't have any stock of my card and they are waiting another shipment and I'd just have to wait. But they guaranteed me they would overnight the replacement to me as soon as it arrived. A few days later, they finally shipped me a new card...UPS Ground.

I'll never buy another product from them.
 

voyager93

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#4
Yep, when my GTX970's fan died after a couple months of use, it took them about 3 months to get my a work replacement card. The first time they shipped the card back to me claiming there was no problem, the bearing sounded like a cement mixer... Then they said they'd just ship me a new fan, and then sent me the wrong fan. They they said I had to ship the card to them again, at my own expense again, because they don't know what fan to send me because the one they sent me is what they show in their system as the correct fan. Once I shipped the card to them, they just sat on it. I called after a week of not hearing anything from them, and they said it would ship out the next day. When that didn't happen I called again a few days later and they told me they don't have any stock of my card and they are waiting another shipment and I'd just have to wait. But they guaranteed me they would overnight the replacement to me as soon as it arrived. A few days later, they finally shipped me a new card...UPS Ground.

I'll never buy another product from them.
Thanks very much for your reply! What they're telling me is that the evidence I provided (my own images) aren't valid proof
that there wasn't damage! I asked customer service what would qualify as valid proof and they said, "customers don't need to do anything if it's under warranty"!!!So I asked what is valid evidence and they didn't have an answer!
So, I asked if a customer sends in a component and there's an accident (either shipping or at the factory), how do they protect themselves? No answer! What they are basically saying is that if they don't want to fix something, they can accidentally or deliberately damage it and that voids the warranty! And the customer is left holding the bag!
What a joke!
NEVER will I EVER buy anything from Gigabyte again!
 
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#5
that sucks. IME, the best RMA services have been the following companies in no particular order...

Logitech
Azio
Asrock
Scythe
Powercolor

never had an issue with these guys (not t o say i couldnt tho) ....

BTW.. nothing like a little public airing of issues on social media ;)
its the PC component version of telling a waiter REALLY loudly that there is a hair in your food while other customers are around ;)
https://www.facebook.com/GIGABYTE/
 
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#6
According to what state you are in, you might get some additional help. Threaten Gigabyte that you will take this to the state level and that they can explain how the product happened to get damaged. Look for a department of consumer affairs or similar.
 

newtekie1

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#7

Norton

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#8
According to what state you are in, you might get some additional help. Threaten Gigabyte that you will take this to the state level and that they can explain how the product happened to get damaged. Look for a department of consumer affairs or similar.
This!

Companies often change their tune when they find out that you know what your rights are as a consumer
 

voyager93

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#9
According to what state you are in, you might get some additional help. Threaten Gigabyte that you will take this to the state level and that they can explain how the product happened to get damaged. Look for a department of consumer affairs or similar.
Hey, thanks very much for your reply and advice! Unfortunately, I'm in Canada and I'm sure they know that!
I might try the BBB.
 
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#10
Right there with ya man. Haven't bought another Gigabyte product since my RMA fiasco I had with them a few years ago. Finally did get my card replaced - but it took forever and was like pulling teeth to get anything done. All made worse by being right after Christmas time. Worst. RMA. Ever.
 

cdawall

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#11
I have rma'd three gpus with them now all have gone smooth as could be.
 

voyager93

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#12
I have rma'd three gpus with them now all have gone smooth as could be.
Thanks for your feedback and I'm glad for you that your experience was positive, but unfortunately, mine was horrible!

Right there with ya man. Haven't bought another Gigabyte product since my RMA fiasco I had with them a few years ago. Finally did get my card replaced - but it took forever and was like pulling teeth to get anything done. All made worse by being right after Christmas time. Worst. RMA. Ever.
Appreciate the support and thanks for your feedback. Much appreciated!
 
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cdawall

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#13
Thanks for your feedback and I'm glad for you that your experience was positive, but unfortunately, mine was horrible!
It is crazy how different people's experience within the same company can be.
 

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#14
It is crazy how different people's experience within the same company can be.
Different people handling the RMAs, some are very stingy.
 

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#15
that sucks. IME, the best RMA services have been the following companies in no particular order...

Logitech
Azio
Asrock
Scythe
Powercolor

never had an issue with these guys (not t o say i couldnt tho) ....

BTW.. nothing like a little public airing of issues on social media ;)
its the PC component version of telling a waiter REALLY loudly that there is a hair in your food while other customers are around ;)
https://www.facebook.com/GIGABYTE/
Like to add Seasonic and XFX to that list.
 

cdawall

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#16
Different people handling the RMAs, some are very stingy.
Last card I sent in I added in the rma this is round two for the card I would really appreciate a new card and they had it one day and shipped a new one out. I mean of the companies I have dealt with gb by far has been one of the best.
 

voyager93

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#17
Last card I sent in I added in the rma this is round two for the card I would really appreciate a new card and they had it one day and shipped a new one out. I mean of the companies I have dealt with gb by far has been one of the best.
Wow! Just like that huh? No questions asked? Very surprising. Then why am *I* being treated like this? Do you know someone at the company?
 
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#18
I went through Gigabyte's RMA for 7970 and it was terrible. Took 3 returns, they kept shipping me back defective cards worse than the previous, the last one I didn't bother to test, I just sold it as something like "Untested, Gigabyte Refurbished, All Warranty Claims Must be Done Through Gigabyte" on eBay and that solved it for me. Whoever bought it, probably just wrote it off as part of their litecoin bs. I won't be buying Gigabyte ever again.

The returned cards all had poorly done solder repair jobs in various areas, each looked more botched then the last with bubbled pcb, flux everywhere, cold joints.

Edit: if you bought from Newegg, leave a bad review and see if the brand representative will reply, sometimes manufacturers can escalate cases that way.
 
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cdawall

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#19
Wow! Just like that huh? No questions asked? Very surprising. Then why am *I* being treated like this? Do you know someone at the company?
Nope and I just shipped it back like normal using their normal rma service.
 

Athlon2K15

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#21
Very good! Then from what I can see from views around the web, you must be one of the very very very lucky ones!
Congratulations!
Honestly, if you are legit and did not damage the card yourself go to their facebook page and post all of this. They will take care of you within minutes guaranteed.
 
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#22
You have to get the RMA department bosses email blowing up. Then then his boss. Going directly to the top. Making noise and then making it easier to fix your issue than tell you no. Consumer affairs, corporate costumer satisfaction. Social media. Quality assurance department. All good tools. It's your new hobbie. Personally my one RMA with them went without a hitch
 
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#23
I worked for a laptop manufacturer for about 2 years as repairman/RMA and all I can say is that some of my colleagues were real d*cks when it came to cover RMA requests, as if they wanted to punish the customer instead of giving a solution. Sometimes I took laptops marked as "voided warranty" and checked them myself just to discover they had faulty parts where the owner wasn't to blame and I replaced them as if they were under warranty. I was much more contemplative than any other person in that company...

One day a kid came to our office with his mom because his laptop caught fire after a candle accidentally fell over it (it was his birthday that day and the sh*t happened when he was cutting the cake). That poor kid was so sad that I just decided to repair the laptop anyway under warranty. So sorry for the company but I didn't give a f***. And honestly I still don't give a f***. I always do whatever I think its ok for the customer. Now I'm a software developer and sometimes I work overnight to solve problems so I help not only my colleagues but also the customer.
 
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#24
Wow! Just like that huh? No questions asked? Very surprising. Then why am *I* being treated like this? Do you know someone at the company?
Shit happens. Thats why you are being treated like this. You act like this happens to the majority or even many when chances are its a one off rare situation. I can google the same thing and return hits from every company.

I appreciate you sharing your experience, however.
 
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#25
I had a powercolor 6950 & one of the fans began to give me trouble, and this thing was years out of warranty.

I just sent an email to one of their RMA department guys ,and he was just like "oh yeah we have a whole bunch of those shrouds laying around no problem man" he sent me three of them . Same thing with logitech ,except they just sent me a brand new mouse no proof of purchase or anything .

I've always tried to go about it in a way that I would converse with someone in person ,and it just seems to work out for me each time(mostly)

I bought a case from cougar, & the panel screws kept stripping on me. They sent me around 60 thumb screws, as well as 6 side panels (even ones that didnt come with my case, but still fit). i didnt even ask for the panels :)