rma RMA Troubles

[Nikko62]

TL;DR:

PC ran fine for almost a year

One day, 30-40 fps in Rocket League for some reason
DeepCool Captain 240 EX RGB leaked (Yes, this infamous leaking cooler)

MSI GTX 1080 ARMOR 8G OC semi-dead, 445pts in 1080p Furmark benchmark (I can see the lack of ARMOR, lol) 

RMA request directly to DeepCool, they will ship an AIO replacement and agreed for 650CAD to compensate for GPU (Got the 1080 from Massdrop, which was 500USD (+ Destiny 2 lol)) 

Shipped the GPU to their US RMA Departement

650CAD rejected, now 70% of invoice: 336USD

Message/Reason:

Quote

I am really sorry, when i handed in application for payment, our RMA department rejected my request. Our RMA department reviewed your invoice ,graphic card what you bought is over 1 year , in consideration of depreciation , our RMA department would like to pay the compensation according to 70% of invoice. Our RMA department think $336 are reasonable and fair. To be honest, we also suffer such a market impact, it is totally a disaster to us. Thank you for your understanding.

Now stuck between two pills: Take the money—the story ends, or hassle for more and see how deep the rabbit hole goes.  

 

Story Time now: 

Spoiler

I built a new PC back in End of 2017 to replace my Core 2 Quad Q8400 pre-built system (that I also upgraded the GPU: GT 220 > GTX 650 Ti).  

Everything went fine for a good while.  No problem gaming and no problem doing my 3D stuff or Adobe stuff.  

 

One day though wanted to play Rocket League and my FPS was around 30-40 for some reason.  Tried a reboot and same fps.  

So I opened her up and saw a trail of liquid-y substance on my motherboard that went from the cooler to almost the bottom of the motherboard.  The 1080 had a giant stain with the same liquid-y substance.  
Cleaned both GPU and Motherboard has much as I could and dried them up.  

Assembled everything back, boots fine, so motherboard is fine.

GPU though, tried a Furmark 1080p benchmark test and for 445pts, significantly lower than the 7000-8000 score range.  

 

E-mailed DeepCool directly, sending as much pictures as I could.  They agreed to help me.
They will send a DeepCool Captain 240 EX RGB as a replacement (tried to get a partial or full refund instead, but they couldn't, which is understandable).

We both reviewed market value and agreed for 650 CAD (same price I paid when I bought it (minus the customs fee, becuz Canadian import taxes)  

I packed and sent the GPU with their Fedex shipping label and was notified that it was delivered.  

 

However, the RMA department rejected 650CAD and now they're offering 70% of the invoice which is 336 USD, so it's about 445 CAD. Which is enough for a new RX 580 or a 6GB GTX 1060 on Newegg Canada....

They said that because I bought the GPU over a year ago, they compensated for depreciation and lowered the price.  

 

So, now what?  Should I just take the money?  Or hassle?  Is it fair to compensate with value depreciation despite that the damage was caused by the AIO?  

1

 

P.S. Uploaded a few pics of the damage.  

UPDATE 05 DEC: Got a reply

 

It's one of those "my friend" salesperson  

This looks like a very deep rabbit hole. 

[amusedschrodinger]

Ouch. I'd keep trying until it's a hard "no".

[Matt Kirby]

Hmm that's funny. I've heard others having a really good experience with DEEPCOOL refunding all their broken stuff after a leaky cooler.. Even refunding msrp for graphics cards during the mining period. I'd try hassle tbh. It's like trading a 1080 for a 1060...  

[Tristerin]

5 minutes ago, amusedschrodinger said:

Ouch. I'd keep trying until it's a hard "no".

This

 

That's their fault.  Their shitty equipment fubared your nice stuff.  Keep going down the rabbit hole.  KEEP RECORDS OF ALL INTERACTIONS with them.

[Nikko62]

38 minutes ago, Tristerin said:

Keep going down the rabbit hole.

 

We're going in, bois.  

[Tristerin]

29 minutes ago, Nikko62 said:

We're going in, bois.  

Im a HUGE fan of customer service.  Im also a HUGE fan of sticking it to them if they suck. 

[TheRaggingSword]

I think the depreciation value is just an excuse to give less money. Like if someone totaled your 2 year old car, they don't give you 70%. The insurance gives you almost if not full retail value. You should fight until you get the full refund of the cooler, money for the graphics card and shipping.

[AngryBeaver]

You are gonna have to battle this one out. Bottom line is they at the least need to give you fair market value to replace the card. As you cannot know the condition of 2nd hand purchases they should give you what it will take to purchase your card new from a retailer.

 

Now if that card can be found new for say 400 instead of 500 that is acceptable, but that isnt the case. 

 

I would review their warranty terms

.. I am betting they dont have any fine print saying they can depreciate the value of your damaged components.

 

Like I thought. You are entitled to full msrp of those items.

 

Warranty

1. Warranty Coverage

Every user of Deepcool products purchased from a local Deepcool reseller or retailer is protected by our warranty policy.
Except where prohibited by applicable local law, this warranty is limited to the original purchaser and is non-transferable.

2. Warranty Period

Deepcool products carry a warranty period of one to ten (1-10) years according to the model. Consult your reseller/retailer for more information.

3. Disclaimer

Under no condition shall Deepcool be held liable for any indirect, incidental or consequential damages due to improper installation, misuse, or usage that fail to comply with product specifications and instructions, or due to unauthorized modifications.

4. Warranty Service

All users should submit warranty claims to the original reseller/retailer. This may require the user to provide the original purchasing receipt. A user who has lost the original purchasing document may submit your inquiry to Deepcool directly. Submit your inquiry to us and specify the product name, serial number and pictures if necessary.

[Nikko62]

UPDATE 05 DEC: Got a reply

 

It's one of those "my friend" salesperson  

This looks like a very deep rabbit hole