8800gts fail, Customer services fail

[gully666uk]

Firstly Im in the uk.
I thought id let you know how let down i feel about my 8800gts 312mb and dealing with xfx-shop and and xfx in the uk.

I ordered the card and paid for next day deliverey when i ordered it less than a month ago on the thursday before 3.30pm so i would recieve it i called the next day to check and i was told they would send by normal deliverey and refund me the difference, i asked at the time would there be a six pin pci-e in the box they said yes and they would make sure that would put one inside the box for the mixup.

Monday comes and the refund for the postage hadnt arrived neither did the pcie power connector.i was most annoyed and found myself constanly ringing to get somthing sorted and was talked in quite a rude way.But in the end it worked out it left me hoping i wouldnt be needing to deal with them again.
having been away in london for a few weeks my card has failed.I called the shop only to be told i needed a pc to rma(which i tried to explain i dont have as my graphics card is broken).And i was given the run around again at xfx-shop. i got the number to xfx and spoke to sombody who promised to sort this whole thing out that day which was yesterday and he would call me right back.He never called back i now find myself in limbo typing this message in local library whilst checking my emails as i have no pc i can use at home and i feel let down and disgusted with the way i have been treated.I was even told to pack up the card ready to get it shipped for rma.I feel very let down and nothing has been done by anybody at either place to sort this out.

Iam shocked that one this card has failed so quickly which i was told was new, and two that i have been shown no help.And finally three that i have been promised call backs many times to sort this out and i have basicly been lied to and these have never happened.

Thanks xfx uk, now my alloted time at my library pc is finishing.Im still no nearer to having my pc at home working.

I dont think i will be using xfx in the future they have lost my faith compleatly.

[gully666uk]

I Managed to get in touch with xfx-shop and got the card returned only to find that they suggested i had broken it (aswell as talking to me like i was somehow stupid) and they offered me 8600gts and the difference in price which wasnt much as the 8800gts was on offer And they had none in stock so this leaves me out of pocket in time money and i have a much less powerfull graphics card coming next week.Thanks again xfx.You have lost a customer.

[gully666uk]

I thought id also add that the ticket help system is a farce, and they havent responded since i asked for help with over nine days ago.

[Remcokatz]

I'd like to see a response from xfx on this matter

[XFX Tech]

The North American Support team handles this forum. We do not have much contact with European support.

Can you PM me the ticket number that you put in so that I can take a look at what happened?

[gully666uk]

I have sent you the details, i posted my ticket on the 21st of october with no reply.I have been treated like a peice of dirt by people over the phone and ignored over email and so called customer support.i have recived the other card now but this has left me underpowered than before very ignored and very let down.

[XFX Tech]

Thank you. I have looked it over and we can email them to see if they can try to address your concerns.

[gully666uk]

Thanks for looking into it for me.Im not sure anything else will happen though as they made it pretty clear to me they wasnt going to help.

[gully666uk]

I take it they havent replied to your email, that's not a big suprise.

[gully666uk]

Today marks the 19th day since i contacted xfx support, and i got no reply still. This is a milestone of ignorance and bad customer services.

[XFX Tech]

I didn't hear anything back. I personally have no direct contact with European support. Since they did replace the card and I believe you had said that they XFX-Shop UK gave you a partial refund I don't think that the support team would be able to do anything.

[gully666uk]

Well All i can say is, iv learned a lesson here and i got burned.Thanks for trying.

[gully666uk]

So id like to say this much about the whole affair,Avoid xfx In the uk and europe at at costs.That Would be a fair statement to make given the circumstances i have experienced with them.And as for the help ticket still no reply whatsoever not even a no we cant help you sorry. Which after all this isnt much to ask.

[gully666uk]

here is a copy of the reply i finally got from xfx,not good enough i think.

VINNY 11/13/2008 11:09:59 AM] hi there, I have looked into this for you, and it does seem that the XFX Shop team did jump through hoops for you. The shipping was an error on their part to which they refunded you for not shipping priority. The 8600GTS was accepted by you, as you did not want to pay any more to upgrade from the 8800GTS, as this card had been damaged, a replacement did not have to be offered at all. In all there is nothing we can do here, as all protocol was followed by them. kind regards Vinny


So as you can see they didnt even say sorry, protocol seems to be to ignore people i think.I did not damage the card whatsoever.If they have replied when i asked for help maybe things would have turned out differently not 24 days later which is unnacceptable.They only replied to me today as i telephoned the hq in north america yesterday evening.Im sorry, Epic Fail!

[aspire.comptech]

Why would you buy a 320*MB 8800GTS?

And what is XFX-Shop?

[gully666uk]

it was on offer and i needed a better card than the 7600gs i used to own.Its a shop that sells xfx cards in the uk.

[gazmtk]

all im gonna say is stay away from XFX ;)
too much crap to put up with when their crap breaks... I have been put through the loops on their warranty before, and I even listed out EXACTLY what was in the PC, down to the very last detail, but because I have other products of theirs listed on the warranty page they thought they would tell me that I should check those products to make sure they aren't the problem, not taking into consideration I listed exactly what was in the PC and what it was used for including all the programs loaded....
Be glad they even gave you anything back... but dont go back

[aspire.comptech]

all im gonna say is stay away from XFX ;)
too much crap to put up with when their crap breaks... I have been put through the loops on their warranty before, and I even listed out EXACTLY what was in the PC, down to the very last detail, but because I have other products of theirs listed on the warranty page they thought they would tell me that I should check those products to make sure they aren't the problem, not taking into consideration I listed exactly what was in the PC and what it was used for including all the programs loaded....
Be glad they even gave you anything back... but dont go back

As I've said before. I have never had a problem with XFX or their RMA service.

Card died, sent it in, got back a bran new retail boxed card.

Took about 2 weeks but aside from that, everything went swimmingly.

I love how all of a sudden all the XFX hater's pop out of the woodwork.

However it seems all of you are from outside the U.S. so before anyone judges XFX based on these experiences, understand that Global and Domestic support are very different.

[gazmtk]

As I've said before. I have never had a problem with XFX or their RMA service.

Card died, sent it in, got back a bran new retail boxed card.

Took about 2 weeks but aside from that, everything went swimmingly.

I love how all of a sudden all the XFX hater's pop out of the woodwork.

However it seems all of you are from outside the U.S. so before anyone judges XFX based on these experiences, understand that Global and Domestic support are very different.

Its ONE company, not a series under one banner, it should be universal where ever you are, and as Ive said before just because we are not in Canada or the US doesnt mean we should get screwed over by these companies! :shakes:
So tell me why can they offer GREAT support in Canada and the US but not else where? shed some light on it for me because I fail to see a reason besides they are just S#!T! :yepp:
and yes I am a proud XFX hater! they burnt me on a few things... lesson learnt now I dont use XFX gear on my builds or friends builds... ohh and I make sure people realise its worth going other brands over XFX.. im doing my part to weed out companies like XFX! :up:
now if XFX pulled their finger out and actually listened to customers aswell as actually replace what is broken or disfunctional (within reason of course) I would probably welcome back XFX, but they dont... so I wont ;)

[aspire.comptech]

Its ONE company, not a series under one banner, it should be universal where ever you are, and as Ive said before just because we are not in Canada or the US doesnt mean we should get screwed over by these companies! :shakes:
So tell me why can they offer GREAT support in Canada and the US but not else where? shed some light on it for me because I fail to see a reason besides they are just S#!T! :yepp:

Support for different regions is completely independent and have no interaction.

Think of it like a Franchise restaurant, same name, same products, but different managers with different agendas.

I'm sorry you had a bad experience with XFX support in Europe, but U.S. support has never let me down and was completely professional.

[MomijiTMO]

Actually support doesn't really exist in Australia. My friend has been trying to rma his 8800gt for a few weeks but had to put down the most random stuff ever. I guess the point is to try and see if it is in fact user error but the vast majority of companies won't do this.

While XFX may have been good to you, it just isn't the case here. The company is still in the top tier nVidia brands in my books however there are other alternatives with extended warranties and faster rma processes that are much more attractive [Zotac for example].

[gully666uk]

One thing i would say is, it shouldnt really matter where xfx is in the world. This problem i had does reflect badly on them as a whole .In the uk we often get treated badly by customer services but they are a shining example of this.Im not a hater, i thought it was right to share my views and my experiences in the hope that sombody else doesent go through this themselves. Life is a learning experience, and i learned where i should buy my graphics cards or motherboards in the future.