Got a faulty 5870, no one wants to take it back

[Rossini]

I need some advice/help with a video card issue.

I bought a 5870 from GearXS on Black Friday for $149. It was an OEM card and thought it looked like a great deal. I get the card and it is working fine for the first day. The second day I go to boot up my computer and after a minute the desktop would start to smear green and my computer would freeze. My old card works perfectly fine...so it has to be something with the card being faulty. I gamed with it the first day too so it did seem to be working correctly at first.

Anyway I call GearXS and they said I would have to go through the manufacture since it would be their warranty. So I called AMD and they said I would have to go through the maker of the card. But it is an AMD/ATI branded card so didn't they make it? I typed in the part number on the card and it came up as an ASUS card.

Just got done off the phone with ASUS and they said that the serial number is wrong so there is nothing they can do.

So what is going on here? What should do?

Thank you.

 

[Puppies04]

I'm not sure about the relevant laws in the US. In the UK the retailer that sold you the card would be responsible for replacing/arraging the card to go back to the manufaturer. Hopefully someone from the US will be along shortly to advise.

 

[Puppies04]

My old card works perfectly fine...so it has to be something with the card being faulty.

Also this isn't strictly true, did you update the drivers to the latest ones....?

Edit. ..and make sure your old cards drivers were completly removed

 

[Arkadrel]

Sounds like its either GearXS or Asus responcability to replace it.
It has to be one or the other.

Did you read the seriel number correctly? does it say Asus on the box? ect.

Sounds like Asus's being a jerk about it, because reguardless of seriel number if theirs a sticker on the card that reads Asus, its probably their product.

Double check the mail you wrote them, that you "read" the seriel number correctly.
And/or write it down nice and clear in big text, get some others in the house with good vision (to double check). This *could* be a matter of you simply not reading the numbers right while on a phone ect.


If its not you getting the seriel wrong when on phone/mail, the Asus are the jerks here.

I would take a picture of the box, the recite from GearXS, and the card.
Attacht it to a mail, and write Asus.

I'm not sure about the relevant laws in the US. In the UK the retailer that sold you the card would be responsible for replacing/arraging the card to go back to the manufaturer.

I think its like that everywhere in the EU.

 

[Grooveriding]

Looks like they should have a 30 day return policy per their terms:

http://secure.linkstores.com/~gearxs/store/returns.php

They have a sneaky line in there about items covered by a manufacturer warranty will be done through the manufacturer though.

They sound like a shoddy bunch of turds from how they are treating you though. I would raise a shitstorm on them and demand an exchange/refund. From what happened the card was almost a DOA but not quite. One day of use followed by failure is pretty bad.

If it is an Asus card, there should be a sticker with a serial number that says Asus, as well as an Asus sticker on the shroud of the cooler. I had two Asus 5870s and they both had that.

 

[Rossini]

Also this isn't strictly true, did you update the drivers to the latest ones....?

Edit. ..and make sure your old cards drivers were completly removed

Yeah I updated the drivers and gamed for a whole day. It wasn't until the next day that the card gave me issues.

 

[Arkadrel]

They have a sneaky line in there about items covered by a manufacturer warranty will be done through the manufacturer though.

@Rossini

Guess that means you gotta get it from Asus.

However:

....If for any reason you are having issues connecting your product or have problems setting them up then please email us for technical support.....

I say pick up the Phone, bug the people at GearXS, and say your product is haveing problems!
its not working and screen is green. ^-^

 

[Rossini]

Looks like they should have a 30 day return policy per their terms:

http://secure.linkstores.com/~gearxs/store/returns.php

They have a sneaky line in there about items covered by a manufacturer warranty will be done through the manufacturer though.

They sound like a shoddy bunch of turds from how they are treating you though. I would raise a shitstorm on them and demand an exchange/refund. From what happened the card was almost a DOA but not quite. One day of use followed by failure is pretty bad.

If it is an Asus card, there should be a sticker with a serial number that says Asus, as well as an Asus sticker on the shroud of the cooler. I had two Asus 5870s and they both had that.

I originally dealt with GearXS over the phone and they told me I have to go through AMD. But it seems to me they are the ones responsible for the card because they basically gave me a lemon.

It doesn't say ASUS anywhere just ATI/AMD. I looked up the part number of one of the stickers on the card which came up as an ASUS 5870 which is why I contacted them. But the ASUS representative on the phone said the serial is wrong which got me confused.

The part number can actually be found in a different message board:
https://bitcointalk.org/index.php?topic=23529.0
102C0010100 000001

My card looks exactly like the second column of cards but it doesn't have the Asus logo etched in the black. The ASUS part number is on that little green sticker you can see in the photos on the bottom of the card.

 

[Grooveriding]

I originally dealt with GearXS over the phone and they told me I have to go through AMD. But it seems to me they are the ones responsible for the card because they basically gave me a lemon.

It doesn't say ASUS anywhere just ATI/AMD. I looked up the part number of one of the stickers on the card which came up as an ASUS 5870 which is why I contacted them. But the ASUS representative on the phone said the serial is wrong which got me confused.

The part number can actually be found in a different message board:
https://bitcointalk.org/index.php?topic=23529.0
102C0010100 000001

My card looks exactly like the second column of cards but it doesn't have the Asus logo etched in the black. The ASUS part number is on that little green sticker you can see in the photos on the bottom of the card.

Well that sounds right on the serial number front, my stickers were also small green ones. I don't know if every reference 5870 was the same though, they may have all had a small green sticker for a serial #.

Seeing as the card has failed so soon and GearXS has 30 day return terms as well as a logo on their website about a 45 day satisfaction guarantee, it sure seems like they are not carrying through on good service.

 

[Vesku]

Document your attempts to deal with the situation. If they start hanging up or stone walling you then I suggest you do the following:

Credit Card - Call the bank and explain the situation, they have a process that will either result in you getting some service or initiating a chargeback.

Debit Card - It's not as clear cut as a Credit Card, but you can still call your bank and depending on how customer centric they are some assistance may be found.

Paypal - They seem to be pretty buyer focused so you might have some success with their dispute system. (Not that I recommend Paypal in any way shape or form).

 

[Vesku]

Edit: Oh, and don't let them bounce you back between GearXS and ASUS. Try to get an email or other documentation from ASUS stating their claims (not a valid serial) and then stick on GearXS after that.

 

[Rossini]

I sent GearXS an RMA request, so I guess I'll have to see what comes of that.

I just don't understand why it would have an ASUS part number for a card that looks like it is the reference ATI/AMD card. Not to mention why the serial number isn't right for a part number from ASUS.

 

[Bryf50]

I think you should leave ASUS out of it. It's an OEM card and it wasn't sold under their brand. Doubt you'll get anywhere with them.

This is GearXS's problem and you should continue to take it up with them. If you can't get anywhere look into getting a chargeback from your bank as someone else said. I use a Chase debit card for most of my online shopping and they were really helpful the one time I had to do a chargeback. I had the funds added to my account that day with the disclaimer that they were going to further review the issue. Didn't have a problem though.

 

[gevorg]

I think you should leave ASUS out of it. It's an OEM card and it wasn't sold under their brand. Doubt you'll get anywhere with them.

This is GearXS's problem and you should continue to take it up with them. If you can't get anywhere look into getting a chargeback from your bank as someone else said. I use a Chase debit card for most of my online shopping and they were really helpful the one time I had to do a chargeback. I had the funds added to my account that day with the disclaimer that they were going to further review the issue. Didn't have a problem though.

This! Do not ask GearXS for replacement card, have them take the card back and refund you what you've paid. Pay the 15% restocking fee if you have to. Your 30 day clock is ticking.

 

[Phynaz]

Credit Card - Call the bank and explain the situation, they have a process that will either result in you getting some service or initiating a chargeback.

Be careful here. It's not the credit card's company job to enforce warranties. If you want to do a chargeback due to defective product they will turn you down.

The key phrase to use is "Substantially different than advertised". What's substantially different is the advertised / offered for sale product is functional, the one you received is not.

Offer no more information than what is asked. If they don't ask if it worked the first day, don't volunteer the info.

 

[Rossini]

This! Do not ask GearXS for replacement card, have them take the card back and refund you what you've paid. Pay the 15% restocking fee if you have to. Your 30 day clock is ticking.

Think for the request I checked the replace/repair box....but I think getting a refund would be the better choice. I knew I should of just went with newegg and got a lesser card.

Nice avatar by the way....he is my favorite fighter.

 

[Vesku]

Be careful here. It's not the credit card's company job to enforce warranties. If you want to do a chargeback due to defective product they will turn you down.

The key phrase to use is "Substantially different than advertised". What's substantially different is the advertised / offered for sale product is functional, the one you received is not.

Offer no more information than what is asked. If they don't ask if it worked the first day, don't volunteer the info.

It's usually not considered a warranty issue if it's DoA, blowing up the second day might as well be DoA. But I agree it would probably be best to focus more on them not being able to identify the card they sent you properly.

 

[BD231]

Either way the vendor is at fault for providing you with an invalid S/N, they can't argue with that so stick with the RMA request.

 

[ghost recon88]

OP, you may need this if you don't get anywhere with the company you bought it from. http://support.amd.com/us/warranty/rma/Pages/rma-form.aspx

 

[Schmide]

2 things. Don't accept a 15% restocking fee. If they continue to give you the run around. Do a charge back and tell them they can send you a self addressed package or take you to court. No judge is going to rule in their favor and it is there responsibility by law to make it right or refund your money.

Seriously do you really think you'll shop there again? So F um.

 

[nitromullet]

Keep working with GearXS. Make sure you point this out to them:

This may also be useful:

http://www.resellerratings.com/store/GearXS

 

[PingSpike]

While it doesn't really sound like the case here, are you sure there isn't a power supply (not enough juice for the new card) or cooling issue (dead fan or the like)?

Either way I agree you should push on the return to GearXS.

 

[formulav8]

I think you should leave ASUS out of it. It's an OEM card and it wasn't sold under their brand. Doubt you'll get anywhere with them.

This is GearXS's problem and you should continue to take it up with them. If you can't get anywhere look into getting a chargeback from your bank as someone else said. I use a Chase debit card for most of my online shopping and they were really helpful the one time I had to do a chargeback. I had the funds added to my account that day with the disclaimer that they were going to further review the issue. Didn't have a problem though.

Yeps. Its OEM so who you got the card from is the one who is responsible for the warranty.

I at least know where NOT to by from in the future. Good job Gear XS:whiste:

 

[Rossini]

STILL have not heard back from the RMA request I did over a week ago. I did a second one as well about 3 days ago...and it is supposed to be within 48 hours.

I just checked the card on a different PSU at 700 watts and it booted to the desktop for a few seconds then the output went out for good to the monitor after I attempted to reboot several times.

It is obvious the card is a lemon....at this point I just want my money back and don't want to deal with this company any more. I should of just got the 6870 from Newegg for $10 more.

Lesson learned.

 

[Grooveriding]

STILL have not heard back from the RMA request I did over a week ago. I did a second one as well about 3 days ago...and it is supposed to be within 48 hours.

I just checked the card on a different PSU at 700 watts and it booted to the desktop for a few seconds then the output went out for good to the monitor after I attempted to reboot several times.

It is obvious the card is a lemon....at this point I just want my money back and don't want to deal with this company any more. I should of just got the 6870 from Newegg for $10 more.

Lesson learned.

Do a credit card chargeback imo. The card is not as advertised, you are not receiving the warranty support promised with the card.