Can't RMA because of aftermarket cooler.

[baverdt]

I own a 9800GT and it stopped working- when you turn the pc on you see a small amount of smoke from the card and the pc shuts off, with the card unplugged pc works fine.

So I contacted XFX and they issued an RMA, but when I told them that I had gotten an aftermarket cooler and gotten rid of the original cooler- would hit over 100c and throttle during games- they said I could not RMA the card without the original cooler.

Is this normal or should I complain?

 

[3DVagabond]

It's normal. The card has to be in original condition to be covered by warranty.

 

[dawp]

I know XFX doesn't care if you had an after market installed but if I remember right you always had to put the original cooler back in if you needed to return it.

should have kept the original cooler just in case.

 

[baverdt]

Thanks for the response. It saved my from ranting and raving to a tech support guy.

But I must ask why is the original cooler important for the RMA of a card?

 

[styrafoam]

If the card is repairable it will probably be sent back out as a replacement for someone else down the road. They would need to find another cooler to replace the one you have as they wouldn't want to send an aftermarket cooler out to the next person. Thats my guess anyhow.

 

[Creig]

Well, one of the biggest issues is that their cards were sold with a cooling device that was tested and validated to work with the card in question. An aftermarket cooler has not passed such testing and may cause the card to fail due to insufficient cooling characteristics.

Also, it's possible to damage the card while removing the stock cooler and installing the aftermarket replacement. Even if the card didn't immediately fail, the damage could manifest itself later on. Physical damage to the card would not be covered by the warranty and might be difficult for the technicians to spot. So to cover themselves, the manufacturers simply don't allow any modifications to be performed on the card without voiding the warranty.

 

[3DVagabond]

Well, one of the biggest issues is that their cards were sold with a cooling device that was tested and validated to work with the card in question. An aftermarket cooler has not passed such testing and may cause the card to fail due to insufficient cooling characteristics.

Also, it's possible to damage the card while removing the stock cooler and installing the aftermarket replacement. Even if the card didn't immediately fail, the damage could manifest itself later on. Physical damage to the card would not be covered by the warranty and might be difficult for the technicians to spot. So to cover themselves, the manufacturers simply don't allow any modifications to be performed on the card without voiding the warranty.

XFX allows you to change the cooler. You do have to reinstall the original though to RMA. It's probably as simple as them wanting the card in it's original as sold condition if they are going to replace it. If they'll let you return it without the heatsink, then what's the next part people will want to send it back without? Rather than create a gray area they just make it black and white. They warranty it in original condition. End of story.