Please read

[iiTrappinq]

Hey!
So recently i bought an RX 570 Sapphire pulse 4gb and it broke within 2 days of use. I explained to the manufacturer that the GPU broke and the fans werent spinning neither was there and Display. After i RMA'd it he told me that he wouldnt give me warranty since the fans were broken in the shipping process which is not true. At this moment i started argueing with him for a bit since its really frustrating that i might not get my money back because of some stupid reason which is not true. I have no idea what to do so i would like your guys opinion. If you have any idea what i can do please comment it on this thread.

 

Thank you very much for your time!

Kind Regards,

[Srijan Verma]

1 minute ago, iiTrappinq said:

Hey!
So recently i bought an RX 570 Sapphire pulse 4gb and it broke within 2 days of use. I explained to the manufacturer that the GPU broke and the fans werent spinning neither was there and Display. After i RMA'd it he told me that he wouldnt give me warranty since the fans were broken in the shipping process which is not true. At this moment i started argueing with him for a bit since its really frustrating that i might not get my money back because of some stupid reason which is not true. I have no idea what to do so i would like your guys opinion. If you have any idea what i can do please comment it on this thread.

 

Thank you very much for your time!

Kind Regards,

Who's "he" it the someone from the company or the retailer.

If you country has a consumer forum sorta thing you can complain there

[iiTrappinq]

Just now, Srijan Verma said:

Who's "he" it the someone from the company or the retailer.

If you country has a consumer forum sorta thing you can complain there

Its a one man company. Dont think they have a consumer forum thing here in the Netherlands

[Applefreak]

1 minute ago, iiTrappinq said:

Its a one man company. Dont think they have a consumer forum thing here in the Netherlands

Register you card with Sapphiretech.com and file an RMA directly with Sapphire. If asked just tell them you local vendor is refusing to RMA it. Last time I had a broken Sapphire card was back in 2008. They have service center in Europe, can't remember where but I got the new card within a couple of days.

[iiTrappinq]

Just now, Applefreak said:

Register you card with Sapphiretech.com and file an RMA directly with Sapphire. If asked just tell them you local vendor is refusing to RMA it. Last time I had a broken Sapphire card was back in 2008. They have service center in Europe, can't remember where but I got the new card within a couple of days.

Im just reading true the rights i have etc if the company is refusing to fix it or give my money back. I have the rights to give him one last chance to either fix it or give my money back otherwise i will let someone else fix it and give him the costs of it. If he still refuses iam indeed able to send him the cost of repair

[Applefreak]

Yeah I would not do that, if you want to go that route, you will end up paying a lot of legal fees. Chances are that the store you bought it from has a decent legal expenses insurance contract, in which case this might end up in court for years and you will end up paying all your legal fees until the case has been decided.

My advice is to stay away from such practises. If you can talk to whomever is in charge at that company try to reason with him/her and find a solution that works for both of you without threatening (which btw. he or she could see as such and file a police report so be careful) 

Usually warranty claims in the EU go from the shop directly over to the manufacturer. In some cases though, especially if the shop is small and may not have the level of business as a giant retailer, they may not get the same treatment from the manufacturer and probably must pay it out of pocket first. Depending on the size of the business that may end up ruining them, especially with the human malware around and businesses all over going bankrupt. 

So just go and get the card back and send it directly to Sapphire, maybe ask the shop owner if he or she is willing to pay the shipping fees. 

[iiTrappinq]

9 minutes ago, Applefreak said:

Yeah I would not do that, if you want to go that route, you will end up paying a lot of legal fees. Chances are that the store you bought it from has a decent legal expenses insurance contract, in which case this might end up in court for years and you will end up paying all your legal fees until the case has been decided.

My advice is to stay away from such practises. If you can talk to whomever is in charge at that company try to reason with him/her and find a solution that works for both of you without threatening (which btw. he or she could see as such and file a police report so be careful) 

Usually warranty claims in the EU go from the shop directly over to the manufacturer. In some cases though, especially if the shop is small and may not have the level of business as a giant retailer, they may not get the same treatment from the manufacturer and probably must pay it out of pocket first. Depending on the size of the business that may end up ruining them, especially with the human malware around and businesses all over going bankrupt. 

So just go and get the card back and send it directly to Sapphire, maybe ask the shop owner if he or she is willing to pay the shipping fees. 

Its not that iam able to reason with him. He stands his ground even when i explain that he told me his warranty policy and even tho i have enough evidence that iam right. He keeps telling me: If there is physical damage like the fan is broken there isnt any warranty. While i clearly told him before RMA'ing it that the fans arent spinning and there is no display output. Its very frustrating because i dont have more money to throw away. Even if i ask him if he will pay for the shipping fees he will refuse either way considering his attitude.

[Applefreak]

OK, just found the European Support / RMA Center for Sapphire from my case back then. It's in Germany so shipping fees should be reasonable.

 

Sapphire Technology

c/o Dynamic Blue

RMA - Abteilung

Stauseestrasse 17

D-84130 Dingolfing

[Applefreak]

So you first step would then be to go to sapphiretech.com and file an RMA report. If asked, tell them that the local vendor is refusing to handle it outright. Make sure to have your receipt ready (scanned image or pdf) to upload it. Last time I believe I did receive a return voucher like amazon does so shipping was free of charge. I might be wrong though, maybe that was some other manufacturer. DHL to Germany is currently 15.- € I believe. 

End User RMA application form.xls 

[iiTrappinq]

Just now, Applefreak said:

So you first step would then be to go to sapphiretech.com and file an RMA report. If asked, tell them that the local vendor is refusing to handle it outright. Make sure to have your receipt ready (scanned image or pdf) to upload it. Last ti me I believe I did receive a return voucher like amazon does so shipping was free of charge. I might be wrong though, maybe that was some other manufacturer. though. DHL to Germany is currently 15.- € I believe. 

End User RMA application form.xls 145 kB · 1 download End User RMA application form.xls 145 kB · 0 downloads

I first need to get the card back since its still at the company.

[LogicalDrm]

Just gonna say that refusing to give replacement even if something is broken in shpping is bullshit. A) You can't know that before opening package and isntalling the card, B) He can't know that without opening package and running the card, C) Sapphire can't know it if the card is cleared quality checks on factory and shipped. So the card is shipped at least 2 times (from factory to main warehouse and to dealer, and then to you if you use shipping delivery).

 

If the package is broken when it arrives to dealer, its their responsibility to inspect goods before selling them. If any product package has damage, its their responsibility to inform importer about it, and to inform customer that there's damage to package if they still plan to sell those. If you notice same, always take pictures. If something is wrong when running parts, always take pictures and video. Thats you evidence.

 

So saying that the damage must have occured during shipping, its not their fault, its the shipping company's fault. But if package was in one piece when arriving to you (and from warehouse to dealer), using this as excuse won't hold up. In proper consumer protection seller is responsible for product they sell from point it lefts their care to point where exchange period (7-14 days minimum in EU) ends.

[iiTrappinq]

23 minutes ago, LogicalDrm said:

Just gonna say that refusing to give replacement even if something is broken in shpping is bullshit. A) You can't know that before opening package and isntalling the card, B) He can't know that without opening package and running the card, C) Sapphire can't know it if the card is cleared quality checks on factory and shipped. So the card is shipped at least 2 times (from factory to main warehouse and to dealer, and then to you if you use shipping delivery).

 

If the package is broken when it arrives to dealer, its their responsibility to inspect goods before selling them. If any product package has damage, its their responsibility to inform importer about it, and to inform customer that there's damage to package if they still plan to sell those. If you notice same, always take pictures. If something is wrong when running parts, always take pictures and video. Thats you evidence.

 

So saying that the damage must have occured during shipping, its not their fault, its the shipping company's fault. But if package was in one piece when arriving to you (and from warehouse to dealer), using this as excuse won't hold up. In proper consumer protection seller is responsible for product they sell from point it lefts their care to point where exchange period (7-14 days minimum in EU) ends.

The package wasnt broken in shipping. It worked for less than 2 days. Afterwards my PC froze and rebooted, But then i had no display and the GPU fans werent spinning. So i asked if he had some other VBIOS etc on it. He responded no. Afterwards the guy jumped to conclusions like: You overclocked it, You did things in the bios. Which i didnt and i was getting frustrated past that point. Fast forward 1 week. (Shipping company delayed the package because of Corona  ) He got the GPU and told me: The fans were very loud and were rattling. (Here is the funny part) Then he told me after a bit of conversation that the fans were broken in shipping and that there was no warranty to claim. (Fun fact: He informed me over his warranty policy for the GPU in very simple words: If overclocked or fucked with in Bios no warranty, Not any of that you get your money back.) After having a long conversation i mentioned this "Did you even check for Video output" He completely dodged the question! And told me afterwards "Im going to check it this weekend." (Funny bcs he is most likely delaying it another 2 days) So now we are here on the Linus Tech Tips Forums asking for what to do and im very grateful to all the people helping me <3.

 

Hope i cleared some things up

[RonnieOP]

Idk how things work in your country.

 

But if that happened to me id just file a claim with my credit card company to get the charges reversed and he keeps the card.

[TetraSky]

Guy clearly don't want to refund you and will come up with any reason not to.
The fact you've even asked for another VBIOS tells him that "maybe", you've overclocked or you've messed with it (you REALLY shouldn't have asked for this, like ever, at all), giving him more reasons to refuse your return.
 

Ask for the card back. I hope you've taken pictures of the card before shipping so you may file a claim with the postal office for "damages". I wouldn't be surprised if he deliberately broke the card further to prevent you from RMA'ing it with Sapphire. Unscrupulous sellers will do that with returns to fuck you over.

 

At which point I would do what RonnieOP said, file a charge back with my credit card company for a service that wasn't fulfilled.

[SansVarnic]

-= Moved to Graphics Cards =-

[iiTrappinq]

After a ton of arguing and pressuring he finally decided to take a GOOD look at the GPU and noticed that the reason for sending it back wasnt the fans but the whole GPU he finally decided to give my money back! Thank you to everyone who has helped me! I really really appreciate it

Thank you: TetraSky, RonnieOP, Logicaldrm, Sirjan Verma and Applefreak