MSI 290x Lightning - RMA process [Updated: Replacement in transit!]

[Techhog]

Destrekor,

Any update on your situation? Did you RMA the card with Newegg or MSI? Interesting to hear how either organization handled your situation. Hopefully you didn't send in the rebate to MSI or Newegg would automatically refuse any RMA, which would force you to do an RMA with MSI. Then MSI will probably send you a refurbished Lightning card if yours is broken.

I've tried resetting motherboard BIOS, and even upgraded the BIOS to the latest from Asus, and still, nothing. On my board, the VGA LED is lit, indicating a GPU fault of some kind. The card has power and all indications from the card is it is ready to go.
My old GPU provides video in that slot (re-confirmed). This card does not, though the system still completes POST and boots.

There was no updated vBIOS for the card, it is on the latest one.

Yep... ended up sending in the rebate since I was afraid of not being able to collect it, as today is the 15th day since the order, and I knew I wouldn't have a new card in time. I didn't know, and didn't think to even ask, if the RMA's ship date would count as a new date for that old rebate promotion or not.

And yep, Newegg is denying the RMA.

MSI approved the online RMA request, but email support (had an open ticket for troubleshooting the card) is saying they don't do Advanced RMAs.

I'm going to give them a call and see if I can't work anything out, but it seems like I can expect a flat out refusal. Hopefully I can get them to make a note to only send a brand new card. Seems flat out wrong to send a refurbished as a warranty replacement, especially within the first 30 days of warranty.

And this is why you guys need to stop promoting after rebate prices as the actual price of components. Sending in rebates often does more harm thn good.

 

[ocre]

So newegg denied the RMA of a 15day old card?

Is this because he sent in for rebate already?

 

[destrekor]

So newegg denied the RMA of a 15day old card?

Is this because he sent in for rebate already?

Yep. However, MSI was rather rude in that they set the requirement that rebates must be postmarked no later than 15 days after purchase date.

I knew I was going to RMA the card in some fashion, so it was my bad, didn't think about that issue at all, I rushed one morning to put the envelopes together (another one for a fan, THAT one had until March 15th or so as a hard deadline) so I could ensure I got that rebate. I knew I'd get a run-around and feared getting nothing if I tried to collect after getting a new RMA. And getting $60 back from two cards (second card ordered during another rebate promotion) is very much helpful right now, I must admit. If I was more well off I wouldn't have worried about that.

That 15 day limit is a joke IMHO, I'm used to 30 days as a standard.

 

[RussianSensation]

And this is why you guys need to stop promoting after rebate prices as the actual price of components. Sending in rebates often does more harm thn good.

Not necessarily. Seems like in this case this particular rebate had unfavorable 15 day post-marking date. A lot of companies give you 30 days from the purchase date to submit the rebate. In the rebate description, the 30 days is post-marked date at the post office. Usually you are required to submit the Online information form within 30 days but you can send your actual rebate on day 29/30 as long as the post office stamped it that day. It's also not advisable to send in your rebate for as long as possible since if the card/PSU/GPU fails within the first 20-25 days, you still have plenty of time to RMA with the retailer/wholesaler and at the same time if the product doesn't fail, there is enough time to send in the rebate. Of course if you happen to send in your rebate on the 29th day and the product fails the next day, you will have to RMA with the manufacturer. However, I have only had 1 GPU fail on me in the last 15 years and it happened on the first day. The general GPU failure rate is usually <5%.

I just hope MSI has a much better GPU RMA than Asus. I never had to RMA a GPU with any AIB but I think MSI should have an OK turnaround time, but won't match EVGA.

 

[rtsurfer]

I don't know if MSi does advanced RMA or not. But I killed my Lightning & send it in RMA.

MSi send me a brand new one. So instead of moping, send your card in & see what you get back first.

Also

1) There was a BIOS update for this card.

2) Cutting out the serial number sticker from the BOX doesn't affect your warranty. Your warranty is judged by the serial number sticker on the card. For RMA they just ask you to send in the card, not the original BOX & accessories. Be sure to wrap & cushion the card properly though.

 

[destrekor]

I don't know if MSi does advanced RMA or not. But I killed my Lightning & send it in RMA.

MSi send me a brand new one. So instead of moping, send your card in & see what you get back first.

Also

1) There was a BIOS update for this card.

2) Cutting out the serial number sticker from the BOX doesn't affect your warranty. Your warranty is judged by the serial number sticker on the card. For RMA they just ask you to send in the card, not the original BOX & accessories. Be sure to wrap & cushion the card properly though.

You'll see I covered all of that in the thread already.

Yes, they do Advanced RMA if you give them a call. However, they apparently don't carry much stock for it, and they had no Lightnings in stock.

My card had the latest BIOS.

Technically I never had to cut out the UPC/SN, it was a sticker, box is perfect. And yes I know it has nothing to do with warranty issues, but it does prevent RMAs with your merchant, which is the ideal route for RMAs within the first 30 days.

When you got a new one, was it in a full retail box and everything? Do you know if they would send a refurbished model in simple packaging with the card alone?

Ultimately, yes, I'm just going to have to see what I get back once I send it in next week. Hopefully it doesn't take long. They say it can take 5-15 days.

 

[rtsurfer]

When you got a new one, was it in a full retail box and everything? Do you know if they would send a refurbished model in simple packaging with the card alone?

Ultimately, yes, I'm just going to have to see what I get back once I send it in next week. Hopefully it doesn't take long. They say it can take 5-15 days.

The posts were too long so I didn't read all of them. Sorry...

Yes the cut out label would prevent RMA with the Merchant.

The new card came with a Brand New box & all the accessories.

I think everyone who RMAed a Lightning got a new one (if they could replicate your problems). One of the perks of buying a Lightning. This might have changed as now they have started to almost stop making them in the 290 series.

 

[destrekor]

Well first GPU is on the way to MSI, and the second GPU I ordered is now installed in my system.

So far, so good. It boots and remains alive. However, that was how the first card was, it took a few days before it developed the itch to off itself.

I don't have time to check things out right now, but I did have one crash that happened when trying to apply an eyefinity resolution. The system hung and never displayed any video. The side monitors went into sleep mode but the middle monitor stayed on, though without an image. After a reboot I was back in operation with 3 monitors.

I'll have to check that out tomorrow, among a suite of benchmarks. I had to reapply my OC settings as I updated my BIOS to the most recent version available, so I need to make sure these settings are good on this release.

This card is the same model release as the last card, so it shouldn't be a vBIOS issue.

I'm thinking that since the other card had a few days of good behavior before it went south, that it was a pure hardware issue as opposed to a compatibility problem; that should have shown up from the very beginning, I would think.

Now to hope this card is in perfect condition.
I have five days to get the rebate mailed in. The weather delayed my shipment quite a bit so that ate into my MIR timing.

 

[RussianSensation]

You should always test all your games and operation of 2D desktop and 3D video usage with GPU(s) and CPU clock speeds at stock when getting new cards. Otherwise it's impossible to isolate problems. For example, your previous CPU overclock may not have been stable but you never found out because your last GPU never pushed it enough. This is just an example.

Only after a couple weeks of testing should you start playing with overclocking.

 

[destrekor]

You should always test all your games and operation of 2D desktop and 3D video usage with GPU(s) and CPU clock speeds at stock when getting new cards. Otherwise it's impossible to isolate problems. For example, your previous CPU overclock may not have been stable but you never found out because your last GPU never pushed it enough. This is just an example.

Only after a couple weeks of testing should you start playing with overclocking.

To be fair, the CPU overclock was confirmed with testing far more stressful than gaming or PCIe data transfers. I had backed off my overclock from the original max I had awhile ago when troubleshooting some issues with BF3, but it didn't seem to be the culprit but I never returned the settings to max. The difference between 4.6 and 4.4GHz wasn't worth stressing, and it helped ensure more stability in the event something was just way off in a game or program.

And I had a SLI setup pushing a triple monitor resolution for some games, so all that data should have been enough stress to bring about faults.

Between LinX and 64bit Prime95, I stressed my system to levels I have never seen in a game, temperatures everywhere were actually a bit worrisome at peak but gaming hasn't stressed anything to such peak points, save for GPUs.


I'm not being argumentative, by the way, I fully understand your comment and appreciate the point. I definitely won't be playing with the GPU overclocks for awhile, as I need to ensure stability as they are and wait to see how they perform in Crossfire once I receive the RMA, especially considering the top card won't really have any breathing room directly under it. I'll be carefully monitoring system stability and logging results, and if the suspicion arises that the CPU is not stable for this GPU, I'll certainly address that with proper troubleshooting.

 

[destrekor]

An update:

Finally, after receiving the card on the 25th, there is an update to the status:
"Sales/RMA NG buffer for repair run"

After looking this up, it seems that represents that it has been determined to be a bad board, and it is waiting for a slot to enter into repair. They'll attempt to repair it, and/or send a replacement. Here's to hoping it happens fast from here. But at least they have confirmed the board was bad. After all the steps, I was quite sure that would be the issue, especially since mine [second] new one is still humming along.

 

[destrekor]

I actually looked last night (the 5th) and they, basically, immediately moved from "repair run" to "shipped." A tracking number was provided, but last night there was no tracking data yet.

Now there is, and it is scheduled for delivery on Wednesday the 11th. I was really hoping to have it this weekend, but I can't complain, once the actual test group got ahold of it, they immediately OK'd a replacement. Now to wait and see just what I get, a refurbished replacement, a new card, or if somehow they repaired that specific card.

I've had some terrific UPS Ground shipping speeds, but they have always been nearby. This is almost all the way across the country, from California to Ohio, so I got a few days wait.

Can't wait!

 

[destrekor]

I've got the card. For once, UPS delivered early in the day. That, like, never happens man!

Any who, anyone know a sure fire way to determine if it is a refurb or new?
I suspect it is a refurb, as it was sent by itself in an 290 Gaming box. It has the plastic protective pieces over the ports and slot pins, but there are no plastic film pieces on the cooler like a new retail unit.

I had hears refurbs have an RF or something in the serial number, and this card does not have that.

 

[AntonioHG]

I hope it works out for you!

 

[rtsurfer]

I've got the card. For once, UPS delivered early in the day. That, like, never happens man!

Any who, anyone know a sure fire way to determine if it is a refurb or new?
I suspect it is a refurb, as it was sent by itself in an 290 Gaming box. It has the plastic protective pieces over the ports and slot pins, but there are no plastic film pieces on the cooler like a new retail unit.

I had hears refurbs have an RF or something in the serial number, and this card does not have that.

That's prolly a refurb, since my new replacement card came in a brand new 290X Lightning box with all the accessories in it.

 

[destrekor]

That's prolly a refurb, since my new replacement card came in a brand new 290X Lightning box with all the accessories in it.

Yeah figured as much, I've heard of a few brand new in box, so I figured mine wasn't. Bummer that a 15 day old card couldn't be given an equally new card in exchange. Stupid MSI short rebate process.

They had said there were no new ones on hand which were set aside for advanced RMA, so I bet that means no RMA is getting new Lightnings at this time. Unless I just missed a restock that is my kind of luck so I wouldn't doubt it.

At least it does carry the 3 year warranty, I just don't have the satisfaction of knowing it is retail new. I assume it is thoroughly tested, so at least there isn't the lottery issue of NIB duds, however rare it is.

 

[rtsurfer]

Yeah figured as much, I've heard of a few brand new in box, so I figured mine wasn't. Bummer that a 15 day old card couldn't be given an equally new card in exchange. Stupid MSI short rebate process.

They had said there were no new ones on hand which were set aside for advanced RMA, so I bet that means no RMA is getting new Lightnings at this time. Unless I just missed a restock that is my kind of luck so I wouldn't doubt it.

At least it does carry the 3 year warranty, I just don't have the satisfaction of knowing it is retail new. I assume it is thoroughly tested, so at least there isn't the lottery issue of NIB duds, however rare it is.

Ya. Its a bit too late in the game since next AMD flagship is coming out in ~2 months. I think MSi stopped making new 290X Lightnings.

As long as the replacement card works properly, it shouldn't matter.

Rebates are always tricky.

 

[destrekor]

Ya. Its a bit too late in the game since next AMD flagship is coming out in ~2 months. I think MSi stopped making new 290X Lightnings.

As long as the replacement card works properly, it shouldn't matter.

Rebates are always tricky.

Yeah, with the new card in manufacturing (surely) at the AIB partners, I expect they'll have limited stock, if any, of the current gen cards. They may or may not have stopped making them, but I suspect they are, perhaps in limited quantities to barely meet current demand.

 

[loccothan]

Hmm, On the other side. In My case Fan was broke on my Radeon XFX 7970DD GHz Ed (almost 2 years of service ;-) So RMA was quick and Painless (2 weeks) and i have Brand New ! XFX R9 280X Black DD from XFX (All Boxed, newer opened, stickes, everything !!! Yay thats COOL) My Next Radeon (R390X) will be from XFX for SURE !!!
Great Support: Shop and XFX !!

 

[destrekor]

Hmm, On the other side. In My case Fan was broke on my Radeon XFX 7970DD GHz Ed (almost 2 years of service ;-) So RMA was quick and Painless (2 weeks) and i have Brand New ! XFX R9 280X Black DD from XFX (All Boxed, newer opened, stickes, everything !!! Yay thats COOL) My Next Radeon (R390X) will be from XFX for SURE !!!
Great Support: Shop and XFX !!

I hear of that a lot, including from MSI, when you send in an old card. They rarely ever have those old cards, so they often give you what compares similarly from their current lineup.

 

[loccothan]

He He its realy nice to see that companies cares for Us Gamers so much
They alwas have spare new cards for their RMA's.
XFX has Lifetime warranty thats +
And no Heavy OC on XFX thats + also ;-)
They dont want you to over power their GPUs

 

[Rvenger]

MSI most likely gave you a tested new card. They just didn't pack it in the retail box to save on shipping and materials, so they used a used box from a pile of returns. I usually check the fan blades to see any light dust or any screw marks or scratches on the I/O bracket, that normally is a dead giveaway if it was a refurb or not.

 

[thilanliyan]

+1 for XFX RMA. I've had to RMA twice in about a 4 year span and both times it was a positive experience.

 

[destrekor]

MSI most likely gave you a tested new card. They just didn't pack it in the retail box to save on shipping and materials, so they used a used box from a pile of returns. I usually check the fan blades to see any light dust or any screw marks or scratches on the I/O bracket, that normally is a dead giveaway if it was a refurb or not.

It did look exactly like my other new card once all plastic was removed. I don't know if refurbs or anything would ship with those port protectors and pin protector, but it did have all of those too. I didn't see any signs of abuse anywhere, and the stock cooler assembly's little warranty-void sticker on one of the screws was pristine. They could replace that, but I've heard of refurbs having that removed entirely or punctured, so I don't know if they go through the hassle of replacing it in the event they do remove the cooler for repair.

I'll have to follow up with MSI just for the sake of appeasing my curiosity.


On the note of these cards, I finally got a chance to test these in Crossfire, although I'm hurried so just a few runs of Heaven. Heaven in Eyefinity is crashing, which is annoying, but it ran fine on one monitor. I've got assorted logging tools on all the hardware up.

Damn, the top card gets toasty, and LOUD. Like, an jet engine is spooling up next to me. I adjusted the fan curve and that appeased it some, but the middle fan cannot be controlled with a fan curve, though that wasn't the culprit anyhow. The top card, due to having no breathing space, is simply destined to get hot - at the stock fan curve it hit about 80ºC or 81º I think, whereas my adjusted one it gets to about 85ºC. Bottom card never crossed 70ºC.

I was worried about how two of these beasts would impact my CPU temps, and with the improved case cooling I invested in, it seems "not at all" is the answer.
However, I might have to investigate a cooler assembly that lets me use something like the H100 AIO cooler, which is just about the only AIO cooler that will fit in my case right now.
All other upgrades for my system, save for an upcoming 1TB 850 Evo SSD, I would like to push off until a rebuild for Skylake. But an H100, if I can make it work, might be worth it. If the top card stays cool, the bottom card shouldn't have an issue being less obnoxiously loud.

For now, I can deal with it, as it's only during gaming, but the room is sometimes shared during gaming time so others will have to tolerate that noise.

 

[EightySix Four]

For now, I can deal with it, as it's only during gaming, but the room is sometimes shared during gaming time so others will have to tolerate that noise.

I know this is a bit off topic, but do your cards have a lot of coil whine?