My experience with XFX Customer Support. Not a rant

[ThE_MaD_ShOt]

I want to tell you guy's about the experience I just had with Xfx's customer support. I got a Xfx HD5770 form another member here. Well after a short time of running great the fan went out on the card. So I decided to get in touch with Xfx and see if I could purchase another one. Well I had to open a support ticket and tell them the issues with the card. Within a couple hours I get a response. The support rep named Erik asked for the model number and serial number on the card and my shipping address. I gave him the info he asked for. The next day I receive another response from Erik saying that he sent in a request for them to ship me a replacement fan at no charge. I figured they would deny it or something but told him that would be great if they did. Well yesterday I receive a package from Xfx. That package was a little big to be just a fan and also way to heavy. I opened it up and low and behold they had sent me the fan complete with heat sink and shroud also the enclosed a new bottom retaining bracket. I was shocked when I open the box. All I can say is for this great of service they have gained a loyal customer. They in my opinion is great customer service. If the card is still under warranty they could have asked for me to take the card from the rig and ship it to them for repair. I would have been down a rig for atleast 2 weeks or so. Instead they stepped up to the plate and just shipped the replacement fan and all with out delay. My rig has stayed running due to me being able to strap a 80mm fan to the heat sink. I installed the new items last night and all is great now. I want to give Xfx a big thumbs up for what they did and they have my respect as a company and for there great customer service. Here is a pic of what they sent me.

 

[Jetster]

Great story..glad to here is worked out. I had a similar experience with Antec a few years back. I e mail them and asked about a new front usb and head phone jack assembly for my case. It appeared one of my kids thought it was a pencil sharpener. I was willing to pay for it. I included my address. They sent me one within a week for free.

 

[ThE_MaD_ShOt]

Cool man. I too was all prepared to pay for the fan no questions asked.

 

[Jstn7477]

XFX did this for me too, but on a much smaller scale with my single slot 6670. I was very happy about that.

Now, with my 7950, things didn't go as well, but I have a working card. A fan bearing blew up on my 3 week old XFX DD 7950, and they received the card and denied any problems with it. They then sent back an older, used card (with a new cooler though) but at least it has so far lasted longer than the original card.

 

[Raw]

I got some good news from XFX a few months ago.
They sent me a brand new fan with cover after I told them what happened.
(I received a RMA'ed 6870 2GB card which looked pretty beat up = WORKS GREAT)
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.
My initial contact with XFX didn't impress me but the follow up and end result did. That's what's 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.

I am a happy customer of XFX now and would not be worried about buying anything from them again after that treatnent.

 

[Frag_Maniac]

Makes me feel more comfortable that I bought one of their PSUs, and it's rated 10/10 on performance by jonnyGURU too.

The only thing I find odd about XFX is they used to be Nvidia exclusive like EVGA, and even after Nvidia made a huge comeback since Fermi, they've still clung to AMD only.

Something tells me AMD offered XFX a HUGE incentive to be an exclusive partner with them.

 

[FreedomEclipse]

IMO, the kind of service you get really depends on which part of the world you are from. cuz ive been stonewalled by XFX's Euro division when all i wanted to do was put some quality TIM on instead of that junk it comes with, god knows what that crap is.

Sadly, such is life...

 

[95Viper]

Wow, this is refreshing, an actual anti-rant.

Glad it worked out positively for you, ThE_MaD_ShOt.

 

[ThE_MaD_ShOt]

I got some good news from XFX a few months ago.
They sent me a brand new fan with cover after I told them what happened.
(I received a RMA'ed 6870 2GB card which looked pretty beat up = WORKS GREAT)
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.
My initial contact with XFX didn't impress me but the follow up and end result did. That's what's 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.

I am a happy customer of XFX now and would not be worried about buying anything from them again after that treatnent.

Mine actually came with the decals on it.

And here is the latest message from Erik.

[ERIK_A 9/10/2012 6:23:04 PM] Let us know when you get it and if you need anything else. -Erik


Which I responded that I had receive it and how much I appreciated what they did.