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 Very bad RMA for Sapphire GPU

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TSPowerSlide
post Jun 30 2016, 06:36 PM, updated 9y ago

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This is a warning to anyone who owns a Sapphire GPU and needs to RMA their EOL card. Your experience might be better so treat this as a good read.

I own a Sapphire R9 280X vaporx tri-x which comes with 2 years warranty until June 2016. So May last month the card goes defective. No problem still in warranty so i send it back to the shop and the shop can send it back to the distributor. All fine and well.

2 days ago, 28th June i got news from the shop and told me the distributor cannot replace same card for me anymore because it's EOL. This is normal as the 280X is quite old and the distributor also ran out of R9 380 and 380X to replace for me.

So here comes the absurd part, compensate me RM100 or i topup RM1050 and get myself a shiny new RX480. Why RM100? because when they refer back to Sapphire my card is "out of manufacturer warranty" so Sapphire only CN(Credit Note) them RM100. For my case they make it "special" and give me the RM100. So i say a big NO, what kind of ridiculous offer is this.

Next day they came with another offer, this time ask me pay RM636 for a nitro R7 370! I say NOOOO and guess what they reduce the R7 370 to RM565..wow so generous..im beginning to feel special now

Onwards to today, they make me special again by reducing the top up to RX480 to RM1007 (RM950+gst)..now i'm being offered below market price i feel like i'm gonna be hauled up by MACC. Just now they revealed why i only get RM100...

card price RM1199/24 months = RM49.95 , warranty count as 2 months left so i get RM100

So what's missing until now? YES the "WARRANTY" I send in my card in the warranty time frame i should be given back the same card, if not a comparable card or compensate me more. They just use the excuse "out of manufacturer warranty" to compensate me RM100 or ask me top up alot for a new card. So whats the point of a warranty then, sapphire CN them RM100 nothing to with me..i send in the card in the warranty period and i should get back what a warranty is for.

The distributor is build tech and below is their site

http://www.build.com.my/

Shop given me the number for the person in charge and so far no reply in whatsapp, so i ask the shop to tell them to call me or reply me in whatsapp. That's it for now, if you find it funny please laugh..the RM100 can be funny lol and will be updated when i have any update.
TSPowerSlide
post Jun 30 2016, 07:06 PM

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QUOTE(chrisqck @ Jun 30 2016, 06:51 PM)
TS, if you have black & white proof that you sent in for RMA before warranty expired, go to consumer courts. They have to either give you back same model OR higher model but you top up to make for the price difference.

The point about the card is out of warranty when they refer back to Sapphire is NOT customer's problem. Whomever handling warranty at their end should be aware of the warranty status of each items customer sent in and keep track of it. 

You have your rights as a customer, TS. Try approaching Consumer Court and ask for their advise. See what they recommend.
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they have acknowledge that i send in inside the warranty period so i'm eligible for RMA

i didnt abuse my rights as a customer, i'm just asking for a reasonable compensation in this matter nothing more nothing less. They can came up with offer but at least be reasonable

filing a complaint is my last option, i'm not the kinda person who pushed anyone to their limit..i can have a good conversation with them to sort this out the easy way so no hard feelings to anyone and can move on
TSPowerSlide
post Jun 30 2016, 08:05 PM

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QUOTE(chrisqck @ Jun 30 2016, 07:53 PM)
TS,

Yes. I have handled cases previously where the RMA model is EOL. Usually the supplier will give us credit memo for the price of the stock then it's up to us to make a deal with customer.

For eg let's say customer bought the product at RM 500. This means customer has a "credit" with the shop of RM500. If the customer then decides to exchange for something with retail price of RM 455, the remaining RM45 is burned. If customer decides to get something that's retailing for RM 650, then customer only needs to top up RM150.

That's, in my opinion, how this case should be handled.
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yes this should be the way, even i expect it to be this way

half the value or so its reasonable, i can't ask them to pay me back full price

RM100 is just absurd
TSPowerSlide
post Jun 30 2016, 08:56 PM

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QUOTE(puifah @ Jun 30 2016, 08:15 PM)
since i work at retail shop 10years ago, sapphire brand very seldom sold from my hand, majority is because after sales n service is very bad…somemore it's distributed by build technology…good luck to u 1st…now i got do some freelance also never buy the products supplied by them…filtered by me already…
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so they got quite a bad reputation

i need alot of luck even that i don't think nothing good will come out of this mess

things like this what ruined a brand here
TSPowerSlide
post Jul 1 2016, 02:20 AM

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QUOTE(contestchris @ Jul 1 2016, 01:32 AM)
No, if the same model is out of stock, they MUST upgrade to a similar performing or better model for free. This is standard practice.

TS, buy your goods online from Amazon and deal with their Taiwan centre directly.
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I thought buying from elsewhere a hassle but now its even a bigger hassle going thru this

QUOTE(Lurker @ Jul 1 2016, 01:35 AM)
Company you can trust


- More than 13 Years Exprience Management team in IT distribution Line

- Experience in IT Distribution Line

- Efficient Logistic with On Time Delivery

- Up to Date Online Accounting Package

- Organizes Warehousing System

- Efficient RMA Service

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LOL!!!

QUOTE(Gregyong @ Jul 1 2016, 01:37 AM)
Pretty bad experience on your end then, Isolated imho.
Sapphire's distributor is JW powers located in Imbi Plaza. (at least they one that I deal with directly)
Last time when I fried my 6950, even during CNY season, they replaced it along with my motherboard in 3 weeks with a new card ( same model ).
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i never do alot RMA, either sold it off still working or it breaks after warranty is over but this is the 1st time go thru such a bad RMA..there is always first time for anything right lol
TSPowerSlide
post Jul 1 2016, 02:33 AM

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QUOTE(madballs @ Jul 1 2016, 02:15 AM)
I had a feeling its a con job from the shop, the distributor don't dictate reseller mark up pricing aka consumer pricing but they will give you a guideline pricing to sell, so how did the come up with the rm1199 /24 months figure(I'm assuming this is the figure you bought from the shop)?

if lets say they were to CN, they will only CN the shop purchase price, not consumer price, that's what I know cuz I work in distribution line.

Also, distributor would not waste their time to keep on offering replacement with top-up to the consumer.
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RM1199 is the purchase price, the shop is just the middle in all this passing the message from distributor to me as the distributor themself can't be bothered to contact me

This whole mess is that my card is not covered anymore by sapphire, so what sapphire do is just cn RM100 to the distributor..distributor doesnt want to cover any more cost to compensate me so they came up with the calculation hence the RM100
TSPowerSlide
post Jul 1 2016, 02:45 PM

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QUOTE(tlts @ Jul 1 2016, 12:17 PM)
1024 stream prosesor issue.should be 1280
they use old box ,even resit also no write indicated i am buying a cut down version
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how is your complaint going?
TSPowerSlide
post Jul 1 2016, 04:45 PM

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QUOTE(kEazYc @ Jul 1 2016, 04:41 PM)
Had the same experience as TS with my MSI GTX460 where its in the final year of the warranty, offered to replace to 6790 since that model is EOL as well, requested for refund, got back rm270-300 which i don't remember.
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at least they didnt ask you topup for the 6790, mine they offer me R7 370 a lower performance card and still ask me to pay RM500++ for it doh.gif
TSPowerSlide
post Jul 1 2016, 07:12 PM

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QUOTE(tlts @ Jul 1 2016, 05:40 PM)
they did call me once while i was driving hence no pick up thier call ONCE,then i call back and they say this number is for outgoing call only aka they will call back....and thats it never heard anything after that for 3 week.
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looks like this is going to take ages if any action will be taken sweat.gif

QUOTE(x-frame @ Jul 1 2016, 05:50 PM)
I had bad experience with my Saphire GC as well. Seems like its across the board...
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not only me alone, mind to share your bad experience?

such bad experience makes us no sapphire anymore, one timed fooled is enough
TSPowerSlide
post Jul 4 2016, 03:14 PM

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Goldfries and idealtech help me contact sapphire directly but no news yet

As for build tech I have decline all the offer, didn't agree to anything from them

So now I can only wait lol
TSPowerSlide
post Jul 4 2016, 08:57 PM

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no brand is safe from such thing, if you are bad luck it can happen

now i decline their offer, so they will go back to warranty department and...i have no idea..so wait again what they gonna decide to do
TSPowerSlide
post Jul 12 2016, 01:06 PM

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QUOTE(tlts @ Jul 12 2016, 12:42 PM)
any update on this issue?
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just got msg that they (build tech) waiting sapphire to make decision

thats all i got now lol
TSPowerSlide
post Jul 12 2016, 02:16 PM

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QUOTE(tlts @ Jul 12 2016, 01:10 PM)
y not make a report at ttpm/kdnkk
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not yet for now since they still acknowledge my claim, until sapphire also doesnt wana care then complain

QUOTE(herojack41 @ Jul 12 2016, 01:15 PM)
dig the warranty TnC out and catch them from there

what i come across was....if the production line of such model have been stop and is unable to fix

most manufacturer will replace the almost same or equivalent of the product

what i heard from you....it is absurd, having me to pay for the new is ridiculous. i might give them a middle finger and also tell them what the f*** is warranty fo,r if you had me to pay for a new card.
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yeap, absurd and ridiculous is the words, i say no and no so now wait and see how they gonna handle with sapphire

QUOTE(Codroy @ Jul 12 2016, 01:19 PM)
yup. I RMAed my 6870 toxic 2 times. The 2nd time they gave me 7850oc instead coz 6870 toxic eol.

and last year I RMAed 280x and 290 tri x without any issue. all done with viewnet
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you are lucky man your card still can be replaced, too bad my case EOL and the distributor wana become a jack ass
TSPowerSlide
post Jul 12 2016, 02:48 PM

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QUOTE(herojack41 @ Jul 12 2016, 02:29 PM)
the CN is the most absurd part

rm100 CN? tell them go to hell
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yea lol RM100 is just doh.gif

top up for RX480 is fine with me, but RM1k... doh.gif if lesser i can think about it
TSPowerSlide
post Jul 12 2016, 03:38 PM

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QUOTE(herojack41 @ Jul 12 2016, 02:52 PM)
i would not pay a single cent or accept any offer that required me to pay.

is still in the warranty period. go to tribunal they lose

most of the IT electronic distributor is the mother of jackass.
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Acceptable if I top up for a better card since they can't replace but only give back rm100..they must be thinking some consumer are idiots will accept this

Any new update I will post here
TSPowerSlide
post Jul 12 2016, 07:49 PM

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QUOTE(paradis3lost @ Jul 12 2016, 04:02 PM)
Top up RM 100 to change to RX480 I can accept. But RM 1000 is ridiculous.

Bookmarking this thread.
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i will update when i got new news
TSPowerSlide
post Jul 13 2016, 01:10 AM

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QUOTE(goldfries @ Jul 13 2016, 12:03 AM)
I've E-mailed Sapphire your case again, no reply from them yet. sad.gif

Sad case la yours, my ASUS HD7950 EOL also, I sent for RMA and they gave me CN nice nice.

Help you make it viral la. I feel that it's nonsense https://www.facebook.com/goldfries.fanpage/...370795562946956
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thanks again bro notworthy.gif

now see how they gonna handle it

as for the shop, she say 1st time she encounter such bad RMA and she also pity me lol but nothing much she can do as it's all down to build tech..she is only the middle person passing messages to me
TSPowerSlide
post Jul 13 2016, 02:04 PM

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QUOTE(Hwoarang45 @ Jul 13 2016, 01:20 PM)
my suspect is they gonna drag your case till warrnaty period is over then force u to take any ridiculous offer they have or just ignore u
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by now warranty period consider over, but at least they didnt yet go full on silence

and they told shop and then to me my card warranty is over at sapphire, for this comes this whole mess as they as distributor doesnt want to cover the cost replacing any card or more cn to me

QUOTE(arifhasim85 @ Jul 13 2016, 01:43 PM)
Just wanted to share my experience.. I have RMAed 3 times for my sapphire r9 290 reference.. the 1st and 2nd time the card gave artifact after few months of usage.. until they finally replace it with brand new tri-x. Even though it took me 3 times to solve my problem, im still satisfied because the RMA process only took 1months++ as they promised. And also customer service was great! Thanks to hikari
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the card is bought same place as you lol

she got no problem handling such thing, problem is with build tech push everything back to me

just can say i'm very bad luck in this whole thing sad.gif
TSPowerSlide
post Jul 13 2016, 07:38 PM

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QUOTE(herojack41 @ Jul 13 2016, 07:27 PM)
my experience were got upgraded to a newer as the old model already phased out longtime ago.

and is asus
give them double middle finger

the warranty only start when u pay the moolah and it should follow the invoice date

he is distributor....where got such thing as sapphire side warranty habis

i sense...somebody might songlap the CN already
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maybe sapphire side warranty finish but thats nothing to do with me..this is between build tech and sapphire

dont know who handle this so clever push to me..maybe save money for build tech the person will get a raise? lol
TSPowerSlide
post Jul 14 2016, 08:34 PM

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latest update i can tell you guys is

someone contact me this morning my case will be sorted out and i will be send a replacement card

thanks to you guys for helping spread the "fire" tongue.gif
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