ComplaintsforXfx-Usa

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  XFX is failing to honor lifetime warranty due to asking for an invoice that was generated back in 2011. ****** doesn't have it and my email doesn't go back that far. XFX already has a copy of my invoice when I first registered the product for Lifetime Warranty. They have since then changed their support website several times since and has not kept the old information. I have RMA'd this product once already, so they would already have my invoice.

  Business response

  07/01/2024

  Hello ****,

  I need to clarify something if we're going to have an honest interaction here.

  **** is correct that a receipt is required for the lifetime warranty policy.  ***********************************************************************************

  This serial # is is 10 years old.  ****** does keep orders, i receive ***** year old receipts somewhat regularly.  The reason you are having the issue is because you lost access that original account for unknown reasons.

  Part of our lifetime warranty policy is verifying the dates with the receipt.

  We do not keep copies of invoices or receipts, nor have we ever seen your receipt as its not required for registration.
  

  You have not ***'d this product, but its possible you were sent replacement fans 5-8 years ago.

   

  All that to say, I can tell this serial # and registration is in framework of our requirements (except the receipt) and typically we let these slide, so im not sure why **** didnt ask for an exception on this one.  

   

  I have approved the *** request, please check your ticket for the update.  XNAZ70011

   

  Mark at XFX
  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  XFX Corporation *******, ********** is blocking my Warranty Return request. Please read the *** file I have included with this complaint. I have even more information, but due to size limitations I was unable to include it. I have four(4) of these XFX Graphics cards purchased at the same time for $140 each. BTW - Once I uploaded this complaint then I received an error message to try again and also a message stating the complaint had been uploaded.

  Business response

  11/15/2023

  Hey *******,

  This is the person you are working with on our support system.  No one is blocking your RMA.  BBB wont speed up the claim, it just gives me extra work and slows everyone else down.

  You have already sent your receipt in and received an RMA #.

  Send in your video card and lets close your case.

   

  Thank you

  Customer response

  11/16/2023

   I am rejecting this response because:
  
  First, I apologize for not responding to you immediately. I had to take a step back for several hours due to the amount of unnecessary stress brought on by XFX's improper handling of my warranty claim. Being told that because I questioned them, then my claim was about to be closed and that was very unsettling for me. In my attempting dealings with XFX I provided information about the MagnusonMoss Warranty Act and I repeatedly asked for contact with another person at XFX that actually understood US Warranty Law. Their representative - **** stated he did not know the Law and totally ignored my numerous request to contact someone within XFX that did. This IS why he threatened to close my Warranty request.
  
  Here is a very brief cut and paste summary of the MagnusonMoss Warranty Act as it relates to this case:
  
  Warranty service is provided to anyone who owns the product during the warranty period; that is, the coverage is not limited to first purchasers.
  Warranty service is provided free of charge, including such costs as returning the product or removing and reinstalling the product when necessary.
  There is provided, at the consumer's choice, either a replacement or a full refund if, after a reasonable number of tries, the warrantor is unable to repair the product.
  It is not required of consumers to perform any duty as a precondition for receiving service, except notifying that service is needed, unless it can be demonstrated that the duty is reasonable.
  
  I now have provided the purchase receipts for (4)Four damaged XFX graphics cards, but at the moment only one has completely failed and that is the one unit I am attempting to have replaced. I eventually receive a RMA which requires me to uninstall, package and return at my expense. Return shipping is the responsibility of XFX according to the above stated law. I would then at best receive from XFX a "used replacement" even though I purchased a NEW unit. This means that I could receive a product in even worse condition that I already have. Then I would have to pay start this process over each and every time I receive a defective unit including payingreturn shipping. This is why I rejected XFX's offer. I reject paying for return shipping. I reject of receing a problematic used item. I reject of the probability of going through all of this again. I reject being threatened to have my warranty claim closed.
  

  Business response

  11/16/2023

  Hi *******, 

  I want to start with saying that the current offer on RMA will be standing.

  
  I do want to take a moment out respond to your comments regarding the MagnusonMoss Warranty Act.The MagnusonMoss Warranty Act covers 2 types of warranties,FULL and LIMITED. The XFX warranty is a LIMITED warranty.

  The provisions and clauses that you have referenced are specifically for FULL warranties, and do not apply to the XFX LIMITED warranty.

  The limitations in our Limited Warranty are outlined here: *********************************************************************************** we try to be very clear about what the limited warranty does and does not cover.
  
  The FTC has a very good guide on the types of warranties and what can be covered: ******************************************************************************************

  If you scroll about halfway down the page, they even site an example warranty where postage and other charges could be incurred under a limited warranty.
  This is an example of a limited warranty. It is limited because there are requirements that the customer pay labor and postage charges,and that the customer return a registration card.
  
  Hopefully that helps clarify the warranty.

   

  Again our standing RMA offer will remain.

  
  Regards

  Customer response

  11/16/2023

   I am rejecting this response because:

  I would be stuck with a used replacement that goes by the "3-strike rule" which is the computer components industry standard. This means that when a defective unit (motherboard or graphics card) is returned for warranty then nothing is repaired except  obvious damage and then cleaned. It is only when that particular unit is returned 3 times as defected, that the unit is permantly removed and during this process customers suffer. I have previously experience this and an industry executive has told me how this works - information straight from the top. This is 'just' one of the reasons I reject this response. I have been told by XFX rep **** that bending/bent brackets are suppose to be that way from the factory. The lack of factory quality control is the reason I received (4)four NEW damaged XFX graphics cards. The brackets can be bent, but never should be purchased NEW with brackets bent to the point the bent and damaged brackets damage the *** causing this unit to fail prematurely.

  With all that I am going through with XFX then I have no choice but to reject this response. I reject getting even more failed XFX units. Since these (4)four units came in damaged then I have no choice but wonder if these cards were actually NEW? If XFX can guarantee that I can return their so-called repaired units without me once again paying shipping during the 3 year warranty period then I will accept it. Other than that personal guarantee in writing, then I will continue to fight against XFX for selling garbage and denying warranty service.
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi, I'm contacting you becuase I bought 2 video cards *** RX-560 in july 2020 through a courrier of Amazon (tiendamia.com) from Argentina. The cards started in 2022 with some technical issues until they became unusable and I began a technical support with XFX. After several rounds and rounds (among which they didn't answer for 40 days and I had to complain here in bbb.org, and also they refused at first to carry out the RMA); reluctantly they agreed to accept a RMA. Here was born another "inconvenience", they refuse to pay shipping or refund, it's ridiculous that I the consumer had to pay for the warranty, is the obligation of the manufacturer. Also add that the shipping costs are gigantic (average 250 usd, when each card has a 120usd cost), adding that there are no guarantees that they will meet their obligations. Below I add the invoice and a copy of the orders.

  Business response

  12/06/2022

  Hello *******,

  
  

  Unfortunately, tiendamia.com is not an authorized distributor.  This serial # was sold to a distributor in N. America and somehow ended up being imported to Argentina where you purchased it.  

  
  

  We have a 3 year warranty on this product in N. America, which means we provide a warranty for up to 3 years from the date of purchase from the authorized retailer, in our region.

  
  

  Under that 3 year warranty, in N. America, this is a simple and affordable process.

  
  

  Your video card was bought and resold in a different region, which complicates shipping costs and warranty durations.  I am happy that people are finding ways to import to South America more easily, but it does cause a wrinkle in the warranty claim.

  
  

  There are numerous factors as to why S. America has a shorter 2 year warranty, but one of them is the retailers obligation to cover the first year of the warranty, locally.

  
  

  So to summarize the issue with your case.  We do not provide prepaid labels for RMA's.  Your RMA is technically out of warranty and out of region, but I can work with you on it because it is a manageable and reasonable claim that we can accommodate.

  
  

  I will leave your RMA open for 30 more days if you do decide to ship it in.  Of course, we will pay to ship it back.

  
  

  I hope this provides a bit more explanation to your concern and hopefully resolves this issue.

  
  

  Mark at XFX

  Business response

  12/13/2022

  Using a 3rd party courier service does not grant special loopholes from manufacturers.

  
  

  Your region, South America, is granted a 2 year warranty for *** cards sold in your region.  This is 1 year less than the *** 3 year warranty in North America.

  
  

  You purchased a North America card and imported it to South America and are asking for not only the 3 year warranty, but insisting we pay for shipping to and from.

  
  

  You are not going to receive a prepaid shipping label because no one in either region is given a prepaid shipping label.

  Your North America region (3 years) on the product you imported technically isn't covered out of region unless you are willing to pay to have it imported.  We sold it in our region and cover it in our region.  If you want us to ship it to your region, we would ask you provide the shipping label and take the risk, then we can ship it anywhere you like.  This is common in Asia and Africa, but in South America, you would usually buy locally.

  
  

  All that being said, i'm still giving you an RMA on a product that should be out of warranty in your region, but still in warranty in ours.  Since i'm covering it under the N. America warranty, you are expected to pay to ship it to us and pay to import it back out of our region into yours.

  
  

  At this time, our position is fixed.  We have already made an exception for you in saying we would pay your return shipping despite being out of region.  If you insist on trying to negotiate using the BBB, we will retract our offer to pay the return shipping back to you and treat this case by the terms of our warranty agreement.

  
  

  You need to decide if you want to use the RMA and ship it in for warranty service.  If the price is disagreeable from the courier services, you can also decline the warranty service.  Shipping from Florida to California is $10-15.  You imported it to Argentina, which changes your shipping costs from $40-120, which is why you are trying to push the cost back to us.  It's not our responsibility to cover your shipping costs wherever you move.

  
  

  This is the end of this complaint.  There is no more discovery here.  This is an attempt to use the BBB as a threat and leverage to exploit a public image for extra services that are clearly out of our the warranty terms.

  Customer response

  12/16/2022

   I am rejecting this response because:
  

  
  

  Obviously *** have questionable and unhealthy policies and ways (not to say that demostrated me that *** are a fourth rate company). From the beginning they behaved unprofessional, no answer for 40 days, no answer also by phone, and step by step fighting for them to fulfill their obligations.

  
  

  At the time I did RMA with Intel, Gigabyte and Kingston, with no problems, took some time but those companies behaved consistently with their obligations.

  
  

  Nowhere does the consumer have to pay the company to take over the warranty, even inside US. Not only that it does not correspond but that it does not make sense to spend 150usd of shipping for cards that value 100/110 usd new. I also keep in mind that they are not reliable to repair or replace the cards.
  

  
  

  ---> https://www.amazon.com/review/RQHM********T/
  

  
  

  I will continue using BBB or DCA as I please and I decide when my complain to finished. At NO time I decline the warranty. I dont need to exploit nothing, we reached this point  becuase of your breach.

  
  

  I've already wasted too much time and energy, it will stay also for DCA complaint (protected the consumer by commercial law) to resolve or to fine *** and serve as a warning to future *** possible buyers.
  

  
  

  
  

  
  

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am including a detailed description of the complaint in Microsoft word and a copy of my receipt

  Business response

  05/23/2022

  Hello ****,

  
  

  We don't see your attachment, but as I recognize your name, ill assume its a protest your RMA refusal as your warranty has expired.  Here is the last message we sent in your support ticket.  Your original warranty expired in

  
  

  5/20/2022 3:35:54 PM By ****@xbez

  
  

  "Hey **** at this point, I cannot replace this video card under XFX's warranty.

  
  

  If you are in need of a video card, its time to start looking for another.

  
  

  We don't believe you are deliberately damaging cards, but, there is a symphony of interaction and you have had 6 video cards fail in 5 years, something is wrong."

  
  

  Filing a complaint at the BBB for enforcing our warranty terms will not change the outcome, sorry.  If you have any questions, please let us know.

  
  

  **** at XFX

  Business response

  05/24/2022

  Hello ****,

  
  

  Im sorry you have had such trouble with your video cards.  Although its frustrating for us both, I must stand by my comment that having 6 dead video cards replaced under our warranty in 9 years is an indicator that something on your end is likely causing it.

  
  

  I am no longer able to grant warranty exceptions on "out of warranty" video cards.  This warranty has been exhausted and this case is closed.

  
  

  You can find our full warranty terms here.  https://www.xfxforce.com/support/xfx-warranty

  
  

  
  

  How long is the limited warranty on a replacement product after warranty servicing?
  
  ?The standard limited warranty period is not extended if we repair or replace a warranted product or any parts. Products with a 2 year, 3 year, or 3+2 year limited warranty will maintain the original limited warranty from the purchase date.
  
  For qualifying products properly registered under the limited lifetime warranty program, a replacement card that is issued within the first two years of the limited warranty period will also receive the benefit of the limited lifetime warranty coverage. A third replacement within the first two years of the original warranty period will disqualify the limited lifetime warranty coverage for the original owner—and will default to the following coverage for the replacement item:
  ?
  Within 2 years of limited warranty start date:
  2 years limited warranty
  
  After 2 years from limited warranty start date:
  1 year limited warranty
  
  XFX may change the availability of limited hardware warranties, at its discretion, but any changes will not be retroactive.

  
  

  
  

  **** at XFX

  Customer response

  05/24/2022

   I am rejecting this response because:
  
  

  I will be reaching out to the Attorney General's office as you have violated the terms and conditions of the misrepresented product as advertised I have asked you to have someone from corporate reach out to me and that was denied as well by you. It must be customary for you to send out refurbished/defective products and then tell customers their warranty has run out. Moreover, this seems to be a repetitious response from you and your company according to other consumers thus, creating a pattern. Not to mention any addendum that was created to the warranty does not apply to the original terms and conditions nor were all the customers been notified of any warranty term changes. I certainly did not receive any new or current warranty policy changes by you or your company nor adhered to any of them which creates another liability issue for you.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am covered under warranty by XFX for two ******** Raw II Graphic Cards that I purchased from Best Buy in Jan 2021 for 3 years. The 2 graphic cards went bad and I was sent two replacement cards of a different Model Called Thic II ******** graphic cards from XFX back in August 2021. In only a few months these graphic cards went bad which is to say I was sent faulty graphic cards from the company XFX. I sent them back and XFX is trying to send me graphic cards which do not give the same performance as the cards I purchased as a replacement. The offered to replace my ****** with ****** which does not give the same performance. I asked that if they were upgrading the cards and could not give me ****** card the minimal card that would give me the same performance would be 6800XT graphic card model. They have since continued to refuse to send the replacement that would offer similar performance and I do not have any graphic cards for over 2 weeks now even though the card should have been replaced already by XFX. The employee **** in the warranty department keeps arguing that ****** model is equal but I had that model and its not equal performance to a ******, and refusing he is refusing to send an equal replacement.

  Business response

  03/01/2022

  Hello *****,

  
  

  We're sorry you didn't get the upgrade you requested.  The 5700 XT modern replacement is the 6600XT,  no the 6800 XT.

  
  Source:  ************************************************************

  
  

  As stated in your ticket, I have put you in queue for the next available 5700 XT Raw cards like you originally had to satisfy the warranty.

  
  

  Thank you for your patience.

  
  

  **** at XFX

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩