View Single Post - Product Support...???

BeerCheeze · Rated XXX

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...