![[H]ard|Forum](/styles/hardforum/xenforo/logo_dark.png){kind=logo}
snaggletooth
Supreme [H]ardness
- Joined
- Aug 16, 2005
- Messages
- 4,767
If you're a video-card enthusiast, ATi or nVidia, this display of horrible customer relations from SAPPHIRE is a must read.
A member of our community, Ladyhawk, recently had a run-in with Sapphire Customer Support.
Her Sapphire X1900XT went on the fritz within her warrany period. Not unusual, most would say. Electronics by nature are quite fallible.
Everything started out innocently, with Ladyhawk visiting [H]ard|Forum looking for some advice on Sapphire's warranty policy. Sapphire wanted her to take an X1950pro as a replacement for her broken X1900XT as outlined here.
Of course, that's a downgrade (keep reading, there are some performance graphs to follow for all those genuinely interested). After getting no satisfaction and much sympathy and attention by the knowledgeable users who inhabit [H]ard|Forum, Ladyhawk decides to visit Sapphire's Official Support Forum.
Well, let's have a look at how Sapphire's Official Customer Support Forum Moderators handled the situation, shall we?
An Example of Sapphire's Customer Support Network
Like a broken record: Let's replace that broken X1900XT with an X1950pro + insults for all!
Unreal!
Customers should never be treated in this manner. Regardless of wage, the moderators in the Official Sapphire Customer Support Forum are representing Sapphire. Apparently instead of honoring their warranty in a timely and professional fashion, Sapphire is in the business of character defamation and general insult-hurling.
This flies in the face of the general industry trend in the video-card arena. eVGA, BFG, HiS and XFX all come to mind as examples of how to execute effective customer relations.
With the recent trouble AMD seems to be having with its GPU division ATi, Sapphire is doing a massive disservice to AMD by allowing people like gr33ngecko to moderate its official customer support forum, which is often times a customers first stop when seeking advice on a product which isn't functioning properly.
I'm sure gr33ngecko is correct in that he's quoting Sapphire's warranty policy. Well, in that case, coupled with gr33ngecko's arrogant nature, Sapphire's warranty policy is completely misleading, completely unfair and grants eligibility to Sapphire for boycott status.
To be insulted first with a high-priced product which failed and then by a volunteer on the Official Sapphire customer support forum shows an utter lack of respect and deserves no financial support from us, the video-card enthusiasts.
This isn't just a fight for enthusiasts like [H]ard|Forum member Ladyhawk, who live and breath industry news, it's also for the folks who'll be unknowingly shafted by a company that endorses downgrading a customers defective product through warranty and who will employ a volunteer who repeatedly berates existing and potential customers, should they have a problem with their product.
I know many feel the same, so let's Digg this right up and force Sapphire to either rationally explain their present warranty policies, change their warranty policies or GTFO of the ring.
A special thanks to [H]ard|Forum member mentok1982 who had this to say on gpureview.com in support of a quick resolve to Ladyhawk's abysmal warranty service problems.
A member of our community, Ladyhawk, recently had a run-in with Sapphire Customer Support.
Her Sapphire X1900XT went on the fritz within her warrany period. Not unusual, most would say. Electronics by nature are quite fallible.
Everything started out innocently, with Ladyhawk visiting [H]ard|Forum looking for some advice on Sapphire's warranty policy. Sapphire wanted her to take an X1950pro as a replacement for her broken X1900XT as outlined here.
Of course, that's a downgrade (keep reading, there are some performance graphs to follow for all those genuinely interested). After getting no satisfaction and much sympathy and attention by the knowledgeable users who inhabit [H]ard|Forum, Ladyhawk decides to visit Sapphire's Official Support Forum.
Well, let's have a look at how Sapphire's Official Customer Support Forum Moderators handled the situation, shall we?
An Example of Sapphire's Customer Support Network
Like a broken record: Let's replace that broken X1900XT with an X1950pro + insults for all!
Unreal!
Customers should never be treated in this manner. Regardless of wage, the moderators in the Official Sapphire Customer Support Forum are representing Sapphire. Apparently instead of honoring their warranty in a timely and professional fashion, Sapphire is in the business of character defamation and general insult-hurling.
This flies in the face of the general industry trend in the video-card arena. eVGA, BFG, HiS and XFX all come to mind as examples of how to execute effective customer relations.
With the recent trouble AMD seems to be having with its GPU division ATi, Sapphire is doing a massive disservice to AMD by allowing people like gr33ngecko to moderate its official customer support forum, which is often times a customers first stop when seeking advice on a product which isn't functioning properly.
I'm sure gr33ngecko is correct in that he's quoting Sapphire's warranty policy. Well, in that case, coupled with gr33ngecko's arrogant nature, Sapphire's warranty policy is completely misleading, completely unfair and grants eligibility to Sapphire for boycott status.
To be insulted first with a high-priced product which failed and then by a volunteer on the Official Sapphire customer support forum shows an utter lack of respect and deserves no financial support from us, the video-card enthusiasts.
This isn't just a fight for enthusiasts like [H]ard|Forum member Ladyhawk, who live and breath industry news, it's also for the folks who'll be unknowingly shafted by a company that endorses downgrading a customers defective product through warranty and who will employ a volunteer who repeatedly berates existing and potential customers, should they have a problem with their product.
I know many feel the same, so let's Digg this right up and force Sapphire to either rationally explain their present warranty policies, change their warranty policies or GTFO of the ring.
A special thanks to [H]ard|Forum member mentok1982 who had this to say on gpureview.com in support of a quick resolve to Ladyhawk's abysmal warranty service problems.
