Product Support...???

BeerCheeze · Posted: Wed, 24 Dec 2003 00:53:19 Post Subject: Product Support...???

So.... I bought a Sapphire Radeon 9800 Pro from Newegg.com that was a referb. I get it and it won't run DirectX 9 stuff... So I contact both NewEgg and Sapphire. NewEgg issues me an RMA, and while talking to Sapphire they say a new BIOS might fix it. So I contact NewEgg and they say they can hold the RMA for me. Cool... Let me show you the chain of events:

11/24 - I get a e-mail address from Sapphire's website and contact [email]RMA@SAPPHIRETECH.COM[/email].

11/25 - RMA directs me to Ray a engineer in the UK.

11/26 - Ray responds and ask for more information, as I did not supply enough in my original request.

11/26 - I respond to Ray with requested information.

11/27 - Ray says that he is "due in" a new BIOS that he thinks might fix my problem.

11/28 - I request the ETA of the BIOS.

12/01 - Ray responds saying it is due in "next week"

12/08 - I request a status on the BIOS upgrade. No response from Ray.

12/10 - Again I request a status on the BIOS upgrade or a RMA.

12/11 - Ray request the PN for the card.

12/11 - I respond to Ray with the information I have, and pictures of the card to help him verify the card.

12/15 - Ray responds saying I didn't supply a correct part number, and that he thinks the card is a 9500/9700.

12/15 - I respond to Ray saying there was no sticker on the card but give him the invoice information from NewEgg, and ask for more information on why he thinks it is a 9500/9700 and it shows up as a 9800 in Windows.

12/18 or 12/19 (Can not tell due to the e-mail from Ray shows a Jan 2000 date) - Ray sends the Operation Director (Richard) & RMA department an e-mail asking for their "position" on the issue.

12/19 - Richard responds to Ray saying "No Part or Serial Number" say it is not a Sapphire product and says he can't/won't help.

12/19 or later - Ray forwards the e-mail to me. However again because of the incorrect date in the e-mail it is missed by me for several days

12/22 - I respond, in a very upset customer manner.

12/23 - Richard responds telling me to calm down, and saying that Sapphire doesn't work directly with End users, but will make a special case and charge me shipping to them plus $15 just to look at the card. And if/when they determine the card is a Sapphire product they will charge me to repair it, then send it back to me.

So I send all this too the Operations Director in a e-mail and he responds...

Charlie · Posted: Wed, 24 Dec 2003 13:07:50 Post Subject:

Is Newegg going through with the RMA?

BeerCheeze · Posted: Wed, 24 Dec 2003 14:09:21 Post Subject:

Yea, I am sending it back to NewEgg today.

IceNine · Posted: Wed, 24 Dec 2003 20:13:00 Post Subject:

It's all about the NewEgg support.

knight0334 · Posted: Thu, 29 Jan 2004 04:07:11 Post Subject:

d00d, thats phucked up.

Whats strange about things is, Sapphire used to make ATI's "Built by ATI" cards, or may still do so.

HackaX0rus · Posted: Fri, 26 Aug 2005 23:49:43 Post Subject:

newegg has a deal with sapphire wich extends the warranty through newegg to 2 years... and they retuned my 9500 that i hard modded...it worked for about a month and fried for no reason...i figured it was my hard mod...so my card is around 6months old at this point and around 30$ cheaper...they refund the full price in a check to my door and i purchase other products with it...no problems at all...

edvallie · Posted: Sat, 27 Aug 2005 00:55:17 Post Subject:

HackaX0rus · Posted: Sat, 27 Aug 2005 01:19:43 Post Subject:

the 9500 fried because of what i did...i hard modded it with penccil lead...its not the highest quality mod...my other 2 sapphire cards are cookin...

LaTech · Posted: Sat, 27 Aug 2005 08:08:56 Post Subject:

I had the same problem with a sapphire 9800 a while back (the fan died and cooked itself 3 months after purchase). They wouldn't take it back. The company I bought it from wouldn't take it back. I was left with a $300 piece of trash. VERY poor support.

Needless to say, the company I bought from WASN'T NewEgg (I jumped on the card because it was cheaper than NewEgg had listed...I now know why).

BeerCheeze · Posted: Sat, 27 Aug 2005 11:05:49 Post Subject:

Hack, your confusing NewEgg's support with Sapphire. They are NOT the same.

And as you can see I had contact with several members of Sapphire's support system. And they screwed me. Apparently LaTech had the same results, unfortunately he didn't have NewEgg to help him when Sapphire screwed him.