How is the Enermax RMA process? *Mickey Mouse Operation?*

[LxMxFxD4]

The fan on my Enermax 920W Revo85+ completely stopped today and forced my computer to abruptly shut down. I checked on the PSU and it was extremely hot so I guess I know the overtemp protection works

After 15 mins I booted the comp up no problem but psu fan wasn't spinning and smelled something burned (possible motor failure). Due to non spinning fan I just shut it back down and have now popped in a backup 450W coolermaster psu. Seems none of my components were harmed at least.

I called enermax up and was told "the ONE RMA person is not working today, call back tomorrow." W T F ? The guy said he worked in a different department but did tell me that I had to pay for shipping there (im okay with that) and that because they no longer make my PSU I may have to pay $50 to get a current model shipped out to me! Double W T F.

Anyway, figured i'd ask the anandtech community how the RMA process is, if anyone has done it with enermax. If they expect me to pay $50 I might as well just go order a new psu from newegg now and avoid the brand altogether. Its pretty bad that I can't even send this thing in today but I don't want to jump to any conclusions. PSU was solid for over a year up until now.

Anyone have any experiences, good or bad?

 

[gpse]

change the fan yourself, take it apart and see what size fan and the specs (google), then buy a similar fan.

 

[LxMxFxD4]

change the fan yourself, take it apart and see what size fan and the specs (google), then buy a similar fan.

I wish I could but there are stickers on it which state "Warranty void if seal is broken". What is this, a Packard Bell computer?

 

[NumericalMethods]

Is it within the warranty period?

Because if it is, then they have a duty to provide you with a working replacement of specifications that match or exceed your current PSU. It's not your problem if they don't make the PSU any more.

I would send it in with all the relevant paperwork that is required and a short note explaining the exact circumstances of the failure. See what they say and take it from there, but I personally, would not pay additional money for an in warranty PSU.

 

[Gigantopithecus]

Enermax is a relatively small volume operation compared to some of the heavier hitters in the PSU business like Antec and SeaSonic. The one time I had to RMA a PSU with them, the process was a bit slow (an extra day to respond to emails, process the RMA, etc.), but absolutely acceptable.

Paying to ship it back to them is industry standard. Paying an extra $50 to replace it is absolute BS. *IF* the actual RMA guy says you have to pay $50 when you talk to them, tell them you want to speak with a supervisor. I suspect however the person with whom you spoke likely just doesn't know anything and simply told you wrong information.

 

[TemjinGold]

I'm curious why you are running a 920w when your backup 450w seems to do the job?

 

[LxMxFxD4]

Well a little update.

I spoke with the RMA guy yesterday and after a lot of coaxing, finally was able to send it in. I was told that they don't have any more of these units and it would be over a month (possibly 2) to get it repaired because they are repaired in taiwan then shipped back.

To answer everyone's question - yeah its under warranty. It has a 5 year warranty and the fan died after about 15 months of operation.

I asked to talk to the guy's supervisor but he was "away on business" so I won't even have answers until friday when they receive my RMA AND the supervisor person is back in the office. I agree that it is completely BS that I'd have to pay ANY money to get it fixed but 2 months of waiting is pretty bad too. I guess these are not factors I ever thought of when buying my PSU. According to the RMA guy these things are not set in stone and that any money i'd pay would be in relation to any upgrade. Thus if I went to a 1020W GOLD psu (from my 920W silver PSU) there may be a price differential I'd have to pay. Again, since no one was there that could nail down these costs, I can't answer that until friday.

To temjinGold: the 450W works fine for one 7970. My other 7970 is sitting on my desk in front of me.

 

[TemjinGold]

Ahh... didn't notice you had 2 cards. Good luck!

 

[LxMxFxD4]

Well a little update.

As per my previous post I was to call enermax on friday (today) and I was offered either a "refurb" unit for free or the option to upgrade to a brand new 1020W version (of the same discontinued series) for $30. I took the brand new option for $30. The only downside is my warranty period does not restart - i have the original warranty from my original unit.

I put "refurb" in quotes because the tech I spoke with said almost all RMAs they receive are not defective and people tend to immediately blame the PSU for all their technical problems and send in RMAs. I have no idea how true that is but based on the activity on this forum and people's "solutions" I can see that being true. So I was offered to be shipped on of those units. I asked if they fully tested them and he said absolutely. The option to get my actual unit repaired (despite it being only a fan as far as I could tell) would of taken a trip across the ocean and back with no ETR.

All in all i'm appreciative of enermax being completely straightforward about the process, even if they don't answer the phone half the time. They even shipped out my new PSU today with something like a 2 hour turn around time. So long as when I open my box its a brand new psu i'm a satisfied customer. If the fan dies again in another year I won't be so happy but we shall see!