XFX PSU RMA is so bad

[Tadej Danev]

XFX XTR 650W bought back in jan/2016 never used it, but i did register it thankfully hehe...why i bought it? Well at the time my Corsair TX650W M made some coil whine noises, which later disappared. Ok moving on.

In progress of building new R5 2600 system i installed everything in my case...worked for minute then turnerd off. Tried few times nothing, took it out, did paper clip test 2-3  times, fan starts spinning but it stops + some weird noise.

Contacted xfxsupport, opened ticket....

"The unit still has warranty up to 2020/11. Please contact the retailer first to see if they can arrange RMA for you. Otherwise, we can offer RMA directly. This would require you to send it back to our warehouse in Netherland. The cost involved are the shipping fee of this part and the import tax which may be charged by your country for the replacement sent from Hong Kong. If you need to service , please contact our support by opening a ticket on www.xfxsupport.com"

Contacted German retailer, no help there, pointed at manufacter.....damn.....moving on. Asked why no warehouse with spare parts in Europe.

"I'm sorry that the warehouse in Europe doesn't keep spare units, so direct replacement is not available. The warehouse collects returned products  which will then be forwarded to HK for screening and then to China for further inspection and repair, which still need about 4-8 weeks for the whole process to complete.

"

my last message to them : "I need direct RMA, no help with reseller.....I'm from SLOVENIJA, i need to send to Holland?"

their replly: "Here is our offer.
Please consider that you need to pay the forward shipment cost from your country to our warehouse in Netherlands. Just this it will cost me 10-15€....
Moreover, during the return shipment, there maybe a tax charged by your country and you will need to afford. (may be up to 50 to 100 euros) THEY LOST ME HERE
The below is the details of RMA procedures.
You send the card or psu to our warehouse in Netherlands.
Then, we will send the packages in netherlands in bulk to Hong Kong.
Once we get the package, we will test it in Hong Kong.
After that, the faulty card or psu will be sent to China.
Then, our colleagues in China will prepared replacement and send it back to Hong Kong.
Finally, the replacement will be delivered from Hong Kong to your address provided directly.
Please note I have to advise this CAN take up to eight weeks.
This is the worst case scenario when circumstances beyond our control occur - such as customs checks at ports and National holidays take place.
In reality direct returns from consumers are usually completed within 21-28 days from the time your card arrives in Holland.
I understand it is not familiar but it is the only offer I can give."

If i knew that back in 2016 I would have chosen otherwise......and not to mention they're slow in replies. taking 1 week just this communication and cause of that i have to buy new PSU for meanwhille so i can complete building new system, install it, test it + sell this older one i'm using atm.

How are you / rest of the world / USA happy with XFX RMA support?

RANT OFF.

[Guest]

I didn't know they were still in business.

 

[Tadej Danev]

hey PSU guru legend

 

i know i will never buy XFX product again.....i mean how can they tell a customer "possible  tax import 50-100€" when a poduct has full warranty. I paid for PSU 95€ back in 2016....

 

[LukeSavenije]

56 minutes ago, Tadej Danev said:

possible  tax import 50-100€

I'm already questioning where that's from... you don't pay any import tax in the european union, which both the Netherlands and Slovenia are in

 

1 hour ago, jonnyGURU said:

I didn't know they were still in business.

 

they got bought out by Listan

 

edit: brainfart, that was Xilence

[191x7]

Tadej, make them do the process with one simple change - the new PSU taht arrives from China should go to their warehouse in the Netherlands and then they should send it to you. That way, they deal with the import duties, as they should.

 

How long was the warranty the store provided you with (without online registration), 3 years?

[191x7]

Just now, LukeSavenije said:

I'm already questioning where that's from... you don't pay any import tax in the european union, which both the Netherlands and Slovenia are in

China is not in the EU. They would send him a new PSU from China and since that's over 22€ that would have import duties.

[LukeSavenije]

Just now, 191x7 said:

China is not in the EU. They would send him a new PSU from China and since that's over 22€ that would have import duties.

i mean... that would be from seasonic, maybe RSY

 

i guess odd way to do it

[Tadej Danev]

It has full 5 years warranty....bought 01/21/2016 - registered 01/27/2016 so till Jan 2021.

 

The German store (Mindfactory) usually has max 1/2 years as EU laws dictate. Same in my country, 2 yrs in Slovenia, after that RMA.

 

191x7: i will tell them that, as customer i can't pay 50-100€ custom tax, makes no logic hehe. I know Luka, but in case if they sent from China directly....

Susjed, šta ima

[191x7]

9 minutes ago, Tadej Danev said:

It has full 5 years warranty....bought 01/21/2016 - registered 01/27/2016 so till Jan 2021.

 

The German store (Mindfactory) usually has max 1/2 years as EU laws dictate. Same in my country, 2 yrs in Slovenia, after that RMA.

 

191x7: i will tell them that, as customer i can't pay 50-100€ custom tax, makes no logic hehe. I know Luka, but in case if they sent from China directly....

Susjed, šta ima

Computer parts should have no custom duties, only VAT (PDV).

http://trade.ec.europa.eu/doclib/press/index.cfm?id=1522

You should be able to estimate the cost based on the VAT tax applied to the combined value of the PSU price and the delivery cost.

But, as I've recommended, try making it their obligation, not yours.

[Tadej Danev]

They keep rumbling.

 

Dear Tadej

 

The tax is charged by your local custom. Please contact them in advance to see how to waive or minimize the tax.

Once you are ready, I will issue the RMA number and shipping details.

Best regards

 

Worst RMA/Support.

 

I know i can get a form of some kind saying that this PSU has already been taxed in EU so the replacement can't be taxed again, but it's an obligation on my part, why?

 

How does SUPERFLOWER/SEASONIC/CORSAIR cover RMA processes after 2 years EU obligated RMA cover by store/retailers?

 

[Tadej Danev]

Can anyone help me, they're WORST RMA SUPPORT ever...1 week just chatting and doing nothing from them.......

 

"I'm ready but one important and simple change: New PSU arrives from China to your warehouse in Netherlands and then to me. If any import duties can't be my obilgation,  I hope you do understand that from customers perspective, afterall PSU has warranty.... Overall let's progress RMA it's taking too long alredy.

Tadej

"

their reply:

We can't do that.

Even our new goods are shipped from Hong Kong to our Europe customers directly.

Hope you understand

 

DISSASTER

[Spotty]

39 minutes ago, Tadej Danev said:

Can anyone help me, they're WORST RMA SUPPORT ever...1 week just chatting and doing nothing from them.......

Check what the consumer protection laws in your country are and where you might stand. See if you still go through the retailer as that would give you the option of a refund (though, unless you have really strong consumer protection laws I doubt something you bought in 2016 will still be covered by the retailer).

See if the consumer laws state anything about additional fees and charges for warranty claims such as shipping costs, taxes, and import duties that may need to be paid and who has the responsibility to pay it.

 

Other than that, there's probably not a lot you can do if XFX isn't willing to compromise and can't be forced to through your local consumer laws. Maybe just buy another PSU. Even if XFX ship you a replacement unit, after your poor experience with their support would you even want to use it in your system?

 

Are you certain that the PSU is the fault? Have you tried the PSU in another system you know works? Have you tried another PSU in your new build system?

On 10/9/2019 at 4:21 PM, Tadej Danev said:

XFX XTR 650W bought back in jan/2016 never used it, but i did register it thankfully hehe...why i bought it? Well at the time my Corsair TX650W M made some coil whine noises, which later disappared. Ok moving on.

In progress of building new R5 2600 system i installed everything in my case...worked for minute then turnerd off. Tried few times nothing, took it out, did paper clip test 2-3  times, fan starts spinning but it stops + some weird noise.

The XFX XTR has a semi-passive fan, so it would be normal for the fan to stop. There's a switch on the interior side of the power supply where the cables plug in to switch off the semi-passive fan, make sure it's switched off. Ideally plug in a molex case fan if you have one as that will stay spinning regardless of the fan controller in the PSU.

Can you record a short clip of trying to start the system (or paperclip test) demonstrating the weird noise the power supply makes?

 

What are your system specifications for the Ryzen 2600 build? Please list full system specs.
Keep in mind some AM4 motherboards may need a BIOS update to be compatible with the Ryzen 5 2600 CPU. You will also need a dedicated graphics card as the Ryzen 5 2600 does not have integrated graphics.

[Tadej Danev]

Spotty:

 

I'm covered only within 2 years and another thing, it was bought at German retailer + friend bought not me directly....so i'm screwed with their RMA process...nobody is protecting me hehe.

for import duties already contacted custom services in our country...

yes i did use other PSU, works fine.

with paper clip i know XFX has hybrid on/off...it was turned off.....i could record np.

[Tadej Danev]

Check SEASONIC RMA support:

 

Thank you for your email.
Customer will ship back to our UK warehouse and our main RMA Center in Germany will ship the replacement. Like we use Fedex/UPS, it arrives within 48-72H max. Any other question, please let us know.
Thank you.

[Tadej Danev]

Voila:

 

LC POWER 550 from a friend, spinning normally etc...

 

HYBRID OFF

 

HYBRID ON

 

On both it stops for second, and make some sound/noise + spins and stops.

[Tadej Danev]

10/22/2019 1:40:51 AM By
Dear xxxxx

You need to ask them how to waive or minimize the tax.
For example, we will ship the replacement by FedEx and the value we state in the invoice is 20USD.
We also mark return defective goods after repaired on the invoice.
Is it enough or need to change the words or the value?
Please ask them.

Thanks

10/23/2019 1:44:06 AM By
Dear xxxxx
In this situation, I don't suggest you to take the risk for the RMA.
It would be better to just buy a new psu in local.
I really sorry for can't help you.
Best regards

 

How is everyone happy with XFX RMA support within EU?

 

XFX NEVER EVER AGAIN

 

P.S.

 

Tried PSU in two other systems.

[OrionFOTL]

I think you're feeling entitled to something that was never part of agreement between you and XFX.

 

You accepted XFX' warranty terms when you bought their PSU. If their warranty terms don't state they cover the shipping costs or import fees or country-specific taxes, then you can't demand they cover them. Their only responsibility is fixing or replacing the PSU, and you agreed to it. You're not entitled to having XFX pay for getting your PSU to their warehouse and back, and any shipping discounts they may give you should be treated as an extra bonus.

 

Some brands have warranty terms that include shipping the PSU back for free, and some brands even send a courier to your door who picks up your broken PSU from your hands, and immediately gives you the replacement he came with. Warranty terms can be a big factor in a purchase of any consumer good, however you cannot complain about them when you already agreed to the contract.

[Tadej Danev]

Where was that presented to me before buying it? How can you say that?

I bought it online in 2016, has 5 yrs warranty....I know about shipping cost to warehouse in Netherlands, but the rest shouldn't be my obigation.....

[OrionFOTL]

XFX isn't required to present you their warranty terms before purchase, because they don't need to give you any warranty at all. You're not purchasing from them, you're purchasing from the store.

 

The terms of the warranty XFX willingly provides (as they aren't required to give you ANY warranty) to you are on their website: https://www.xfxforce.com/support/xfx-warranty

 

Since you bought your PSU in an online store, that store is required by law to give you 2 years of warranty. (EU law).

That's all the warranty you are entitled to have. ANY warranty XFX gives you is a voluntary bonus from them, and the rules of handling it are completely up to them.

 

They could as well decide to give you 0 years of warranty, and have you rely solely on the 2 years store warranty required by law. But instead of giving you no warranty, they gave you 5 years of warranty on their own terms. Again, they weren't obligated to do anything at all about your broken PSU. But since it's their idea to give you some warranty after all, then they can also decide how they handle it.

[Tadej Danev]

XFX Warranty

For United States and Canada

5 yrs was on the box, it was on stoe's pictures etc......

 

Again: how can they tell me: BUY NEW or ARRANGE yourself paper work with CUSTOMS....lol?

 

SEASONIC, CORSAIR all has great RMA.

[Princess Luna]

4 minutes ago, Tadej Danev said:

SEASONIC, CORSAIR all has great RMA.

Well.... we learn a new lesson everyday.

[Tadej Danev]

We do yes, that XFX never again. BLACK LIST.

[OrionFOTL]

1 hour ago, Tadej Danev said:

XFX Warranty

For United States and Canada

5 yrs was on the box, it was on stoe's pictures etc......

I don't know why you mentioned it. Yes, they give you 5 years warranty on their own terms. The terms say: we'll replace any defective power supply. The terms do not say "we will also pay you to ship your defective PSU to us".

 

1 hour ago, Tadej Danev said:

Again: how can they tell me: BUY NEW or ARRANGE yourself paper work with CUSTOMS....lol?

Why not? The only thing they promised you with their warranty is replacing a defective power supply. They don't care how your unit gets from your hands to their, it's on you.

 

If you wanted to have a PSU with warranty covering shipping expenses, you should've chosen a PSU brand with better warranty terms. I know that this is all in hindsight and "you should have done this and that" doesn't help now, and not everyone reads into the warranty terms before buying consumer electronics, but XFX never said they'll cover any shipping charges and they're not obligated to, because they are the ones who offer the warranty service to you. You can only accept their terms or leave.

 

Once again: manufacturer warranty is completely the manufacturer's good will. In plain terms, they don't owe you shit beyond what they said they do. Some brands will say "we'll replace your product... if you bring it to us", and some will say "we will replace your product and even send somebody to collect it directly from your hands"

[Tadej Danev]

Mods: close this, thanks.