RMA behaviour?

[Toy Machine]

Afternoon All,

I want to ask from those who have experience with RMA services.

I just received my bega 56 back from Rectron, I sent it in 2 weeks ago with all packaging and everything.

Sent in for the crashing issues. Last Thursday, the technician calls to say it's been on the bench for 48 hours and no crashes, can't find anything. I haven't been given the opportunity to give a report on the condition or behaviour of the card. Monday I call to do so, they tell me, no we have replaced your card for a new unit. Sweet, get it back now, and it's wrapped in anti-static and bubble in some random box, looking to be carelessly placed into the box and just shipped.

I pretty fucken irritated at the fact they couldn't put it back in the box I provided them with if they replaced my card and mine was faulty, I am yet to look at the S/N to see whether it is the same card. But I would assume a NEW GPU meant in its original packaging, furthermore, I am pretty irritated that I wasn't offered the option of submitting a report and not having interaction with the technician, it just feels like they actually didn't care and just threw something to me to get the job done and move along.

Is this usual behaviour for RMA'ing a product especially when they stated that they have replaced the unit in question with a BRAND new one?

Pretty disappointed at the moment, least I can hope for is the card actually working.

 

[mikewazar]

The Corona virus has stock constraints insanely high.

BTW was yours a Gigabyte card...?

 

[Toy Machine]

Called in and asked,

The RMA happened as it was supposed to, sort of.

When the cards arrive there, they taken out the packaging and then sent it to the Technical department. From there it was replaced by Gigabyte with a new RMA unit which only arrives in anti-static packaging. So that's why I only got anti-static packaging. Speaking to the lady who handles the technical department though, she said if the card arrived with a box it should be sent back out with a box, i.e. sent back how it was received. So I am bummed about that and they are looking to sort it.

My main concern was confimring that it is indeed a new unit instead of being a refurbished unit. And the somewhat pierced anti-static bag is not convincing that it is a new unit.

@WAZAR it is indeed a Gigabyte card, that's why it was in xD. So it wasn't dealt with how I thought it may have been and I am relieved to hear that. Hopefully, the card performs and I will get my packaging back.

First inspection looks like it is indeed a new card. Happy with that.

 

[Petester]

Sounds like you got sorted. I think Rectron are probably the best at helping their customers and non customers. If your new card is working great then count yourself lucky

 

[mikewazar]

Called in and asked,

The RMA happened as it was supposed to, sort of.

When the cards arrive there, they taken out the packaging and then sent it to the Technical department. From there it was replaced by Gigabyte with a new RMA unit which only arrives in anti-static packaging. So that's why I only got anti-static packaging. Speaking to the lady who handles the technical department though, she said if the card arrived with a box it should be sent back out with a box, i.e. sent back how it was received. So I am bummed about that and they are looking to sort it.

My main concern was confimring that it is indeed a new unit instead of being a refurbished unit. And the somewhat pierced anti-static bag is not convincing that it is a new unit.

@WAZAR it is indeed a Gigabyte card, that's why it was in xD. So it wasn't dealt with how I thought it may have been and I am relieved to hear that. Hopefully, the card performs and I will get my packaging back.

First inspection looks like it is indeed a new card. Happy with that.

Was your technician named Mike by chance lmfao?

 

[Petester]

PS: They don't have to give you a brand new card btw.

 

[Toy Machine]

Sounds like you got sorted. I think Rectron are probably the best at helping their customers and non customers. If your new card is working great then count yourself lucky

Yeah, I have got sorted, I didn't know the RMA process for GPU's and never experienced it so my main concern was not receiving in the condition that I sent it in, as the Lady described that's what they do. And then to receive a new card since I was expecting it in a sealed box, but if you drive to Rectron and hand it in they then tell you to keep the box. So they are organizing my box now too since I was supposed to receive it back in it. So now that I understand how it actually works and what goes on I am fully understanding of the process.

 

[Toy Machine]

Was your technician named Mike by chance lmfao?

lol He was/is actually.


@Petester I understand that fully, but I was told I was receiving a brand new unit hence expecting it in a sealed box since I haven't been through the process before. I'm super happy with the result of the RMA and glad they were able and more importantly, willing to help me out.

 

[Petester]

lol He was/is actually.


@Petester I understand that fully, but I was told I was receiving a brand new unit hence expecting it in a sealed box since I haven't been through the process before. I'm super happy with the result of the RMA and glad they were able and more importantly, willing to help me out.

That is a bit different then if they told you . Probably someone giving you the wrong info as that's not the RMA policy of distributors. Sometimes they will give you a brand new card ,but say your card is two years old they probably won't.
Glad you got sorted . That's the main thing

 

[Toy Machine]

Yeah and that is why I was skeptical because I first received in a manner I did not expect to (The card was literally like 45 degrees in a box that wasn't long enough for it to lay flat in) So that was my first big concern, then the anti-static has piercings from the shroud and the I/O shield. Then I call in and get told they did not receive it with the original box which really didn't sit well with me hearing that, and I confirmed it ost certainly did.

Then I got to speak to the actual technician Mike, who ended up telling me that after our phone call on Thursday the card started presenting its issues and they got the replacement in. So me being told a new card, and then receiving it in all these different aspects that I hadn't known of beforehand such as the method and manner they receive RMA cards from Gigabyte themselves, gave me the perspective to understand why and how I received the card, on top of this now they are returning my box to me, and the lady, as well as Mike, have been a great help in understanding the process and for that, I am very grateful for how this has been handled.

Them taking their time to help me understand is something I appreciate the most as they did not seem as if they were just trying to get me off the phone, they sat and listened and explained everything to, so I will be sending some sweeties back to the both of them.

Now to OC my 980ti, see what it can do, so I can put this back in and see what memory I got and see if it runs properly before I try and swap to an ITX build and see if it fits in the case which I don't think it will 😅

 

[∀Z‾soʇɐuɐɥ┴]

Had a similar case when I took my mobo, cpu, and ram in for RMA at frontosa in my original Mobo box.
When my brother went and collected the board they were like 'oh you gona need some protection for this' after seeing his helmet.
So he then had to ask where was A. my original motherboard box, and B. the CPU box and plastic tray that was also given in with the parts for the RMA.

Got the mobo box back with a 'oh we dont know where the CPU boxes/packaging is' and had to be happy with that.

Luckily the tech who booked in my stuff was smart enough to put the cpu packaging under the tray in the mobo box so it was all still there, but seems some people are just a bit speshal...

 

[Toy Machine]

I can understand losing boxes and that if they are going through product boxes all the time, but at the same time there should be a dedicate space to where customer boxes are stored so that they can be returned to those boxes, especially in the case where they receive an entirely new unit that comes only in anti-static packaging, it would help to get stuff back so much safer and easier.