Problems w/ BFG customer/warranty service... p.o'd

[davidos]

Bought a 6800GT PCI-E from Chumbo.... It arrived with a broken-off capacitor rolling around in the anti-static bag. Sent it back (unopened) to BFG via priority overnight... 8 days later I received a replacement card from them while never being contacted with a tracking number, etc.

Opened the replacement card and it was a sealed 6800GT PCI-E card WITH ANOTHER MISSING CAPACITOR!!! I don't know if they tested the card and just sent me the same one or maybe there is someone breaking off capacitors in their warehouse...

Anyway, sent this one back to them priority overnight (unopened) and included a return label to me for overnight shipping... Just called them and the guy puts me on hold and says 'oh, good timing, there was a box sitting around the warehouse that we didn't know what to do with and it turns out it was yours...'

He said my 2nd replacement card would go out 'late' tomorrow... I said so can you use the pre-printed overnight shipping label i included?.... He said 'no, it's going ground'

So all in all.... I hope this one works and has all the right parts...

All I can say is thank you BFG for your highly touted and wonderful customer support (a lot of sarcasm). And thanks for not going out of your way to please a customer who just spent $400 and has had to wait a month to get a working product...

 

[slash196]

At least he was up front with you about their incompetance. That's better than most tech support.

 

[fbrdphreak]

That sucks to see that you had such a bad experience. I've never had to call, but their e-mail support has always been prompt, curteous, and helpful. If I were you, I would call back (or the next time you might have to call) and make sure a supervisor/manager knows about the rudeness. That is a company that prides itself on its warranty & tech support and I'd imagine the higher ups would like to eliminate experiences like yours. My $0.02 anyway

 

[darkswordsman17]

Yeah, sorry to hear that man.

I hope that when I get mine, I won't have to deal with an RMA.

Good luck on your third card, hope it works great for ya.

 

[Keysplayr]

BFG Support ROCKS!!!!! 99.99% of the time. Your just the other 00.01%.
If you cant' forgive someone for making mistakes, then you don't deserve forgiveness for your mistakes either.

 

[BlackPear1]

Your disappointment is certainly legitimate but, sad to say, your customer support experience is probably still superior to other companies' that I've experienced/heard about.

And what's with this loose capacitor thing? I had the same experience w/PNY 6800's several weeks ago - 2 in a row w/dislodged capacitors. I've also received a 9800 from Newegg w/loose capacitor. I wonder if this is a common problem? It seems to me that at a minimum, consumers expect all parts to be attached to products they buy - it's not a lot to ask.

 

[davidos]

Well after calling back and pleading for someone to take 2 minutes and put some thought into my situation I was put on hold for 15 minutes and the guy comes back and says 'ok, we'll use YOUR shipping label and it'll ship tomorrow'... At first I thought to myself, great! hopefully a working card on Monday!... then I started thinking... couldn't they have just sent it back to me on THEIR stinking dime overnight? crapheads...

We'll see.

 

[darkswordsman17]

Well, they might have, but since you sent the label they probably thought you wanted them to use it and thought that was the best thing to do to please you.

Of course, I think they maybe should've taken it a step further and re-imbursed you for it, seeing how its your 3rd card.

 

[Keysplayr]

Originally posted by: davidos
Well after calling back and pleading for someone to take 2 minutes and put some thought into my situation I was put on hold for 15 minutes and the guy comes back and says 'ok, we'll use YOUR shipping label and it'll ship tomorrow'... At first I thought to myself, great! hopefully a working card on Monday!... then I started thinking... couldn't they have just sent it back to me on THEIR stinking dime overnight? crapheads...

We'll see.

I can understand that your frustrated over not being able to frag away, but you must chill.
Nobody at BFG gave you a hard time right? They are all willing to help right? Even if it's not EXACTLY the way you want things to happen, there does exist a process (called Quality Management) that every corporation must follow. You asking them to jump through hoops isn't going to make their procedures go away. Don't worry, you'll be fragging soon enough.

 

[codeyf]

I'm assuming you actually filed an RMA the first time? Seems odd that they would have a "box sitting around the warehouse" that they didn't know what to do with.