Note: This isn't a QQ thread about the RMA from hell or a fanboi post about how leet XFX is, it's a simple explanation of my rma experience with XFX.
I recently purchased an xfx 5870 (paid a little extra for reference design for voltage control) and quickly found out that both DVI ports were dead straight out of the box. I have a pretty sweet ESD bracelet that keeps my hardware safe and chocked it up to be an unlucky DOA.
I began the RMA process and went through XFX's ticket system to contact technical support. Their system seemed cumbersome compared to email based support but the responses from their staff were quick and helpful. Within 24 business hours of opening the ticket I had been approved for an RMA.
XFX instructed me to ship my card to their facility in the LA area which was convenient as I'm also located in California. The package was delivered a few days later (8/31) and XFX acknowledged the day after (9/1) they had received the card. One of their representatives told me the typical turnaround time is 2-3 days. Five business days later (9/7) I was informed my card had been tested faulty and a replacement was shipped same day via Fedex ground.
Upon arrival I was greeted by a small gray box slightly larger than the card itself. Inside it was wrapped in an ESD bag with packing peanuts accompanied by a driver disc. The card itself was a non-reference 5870 (ZFNV model). Inspection of the card confirmed that it was indeed used though it had been given a thorough cleaning. After installing the card everything was working as intended and all appeared to be satisfactory.
Unfortunately, the ZFNV model is hardly as stellar as its reference counterpart. The card lacks software voltage control (while I wasn't intending to use oc the card in the short term I desired the capability for when it begins to age). It is also substantially louder than the reference model. I didn't write down the idle/load temps of the previous card so I'm unsure if the fan assembly is hotter/cooler. Additionally, the card lacks the steel backplate that covered the entire back of the reference card. This eased handling, looked awesome, and provided a small amount of protection for the card should my wc loop somehow leak.
Overall, the differences are bothersome but relatively minor.
To conclude my thoughts on the RMA:
The retail box for the 5870 states that XFX has 5 star warranty support. I'm inclined to say 5 out of 10, not 5 out of 5. Nothing about their RMA process was particularly great or horrible, just average. If it wasn't for their transferable lifetime warranty I would most likely have chosen a different manufacturer. I do not intend to pursue this further in an attempt to get a reference card as I do not believe it's worth my time even if they were to agree to send one. It's more than likely they're simply out of reference cards as they are no longer manufacturing them, which is quite unfortunate since the reference card is superior in every way.
Edit:
I'd like to add as a footnote here that the best RMA experience I have ever had was with Corsair. Those folks know customer service!
I recently purchased an xfx 5870 (paid a little extra for reference design for voltage control) and quickly found out that both DVI ports were dead straight out of the box. I have a pretty sweet ESD bracelet that keeps my hardware safe and chocked it up to be an unlucky DOA.
I began the RMA process and went through XFX's ticket system to contact technical support. Their system seemed cumbersome compared to email based support but the responses from their staff were quick and helpful. Within 24 business hours of opening the ticket I had been approved for an RMA.
XFX instructed me to ship my card to their facility in the LA area which was convenient as I'm also located in California. The package was delivered a few days later (8/31) and XFX acknowledged the day after (9/1) they had received the card. One of their representatives told me the typical turnaround time is 2-3 days. Five business days later (9/7) I was informed my card had been tested faulty and a replacement was shipped same day via Fedex ground.
Upon arrival I was greeted by a small gray box slightly larger than the card itself. Inside it was wrapped in an ESD bag with packing peanuts accompanied by a driver disc. The card itself was a non-reference 5870 (ZFNV model). Inspection of the card confirmed that it was indeed used though it had been given a thorough cleaning. After installing the card everything was working as intended and all appeared to be satisfactory.
Unfortunately, the ZFNV model is hardly as stellar as its reference counterpart. The card lacks software voltage control (while I wasn't intending to use oc the card in the short term I desired the capability for when it begins to age). It is also substantially louder than the reference model. I didn't write down the idle/load temps of the previous card so I'm unsure if the fan assembly is hotter/cooler. Additionally, the card lacks the steel backplate that covered the entire back of the reference card. This eased handling, looked awesome, and provided a small amount of protection for the card should my wc loop somehow leak.
Overall, the differences are bothersome but relatively minor.
To conclude my thoughts on the RMA:
The retail box for the 5870 states that XFX has 5 star warranty support. I'm inclined to say 5 out of 10, not 5 out of 5. Nothing about their RMA process was particularly great or horrible, just average. If it wasn't for their transferable lifetime warranty I would most likely have chosen a different manufacturer. I do not intend to pursue this further in an attempt to get a reference card as I do not believe it's worth my time even if they were to agree to send one. It's more than likely they're simply out of reference cards as they are no longer manufacturing them, which is quite unfortunate since the reference card is superior in every way.
Edit:
I'd like to add as a footnote here that the best RMA experience I have ever had was with Corsair. Those folks know customer service!