Sapphire RMA $15 processing fee? **UPDATE** Received replacement card today

Ike0069

Diamond Member
Apr 28, 2003
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I'm trying to get an RMA for my X1900XT that is dying. In spite of their reputation, I have gotten to the point where they have sent me a RMA form to fill out without any hassle. But they sent me an email stating I must include a check/MO for a $15 processing fee (It's $35 for AK/HI residents).

I have RMA'd a few products back to the manufacturer over the years and have never been asked to pay any kind of fee. This doesn't even sound lime it should be legal.

Thoughts...
 

apoppin

Lifer
Mar 9, 2000
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alienbabeltech.com
it is a ripoff and i have warned people here for a year or two about it after i nearly got stung by it.

You are paying the American associate of Sapphire for a "application fee" to do the RMA on top of the regular costs.

i do not think it is legal and i am certain some tech site will make a big deal of it
- probably in september .. until then .. i have no advice.

Normally, i buy from NewEgg which has a 1 year exchange warranty .. and i always sell my Sapphire GPUs before a years warranty is over

. . . which reminds me .. i have a VT 2900xt and a Sapphire :)P) 2900pro [the Pro o/c's to xt; 256bit/512MB] both for sale .. cheap .. as i have 4870 waiting for 4870x2
:D
 

ronnn

Diamond Member
May 22, 2003
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Seems Sapphire does that. Makes it hardly worth it paying fee and mailing as a 4850 is better and cheap.
 

PingSpike

Lifer
Feb 25, 2004
21,756
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Yeah, pretty retarded. I bought mine from newegg like apoppin to kind of avoid dealing with it.
 

Ike0069

Diamond Member
Apr 28, 2003
4,276
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I've already replaced it with an ASUS 4850, but would still like a working card for my kids OC, or to sell. Since it's still under the original 2 yr Sapphire warranty they should repair/replace it as stated in their policy. I haven't read anything about a processing fee anywhere but the eamil they sent me.

 

apoppin

Lifer
Mar 9, 2000
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Originally posted by: ronnn
Seems Sapphire does that. Makes it hardly worth it paying fee and mailing as a 4850 is better and cheap.

it depends on what you can sell it for when you get it back from RMA

i always wondered what happens if the replacement *also fails* .. say next month

i think Sapphire needs to define "warranty"


Finally, OP .. are you one of the "lucky" ones that got a 3 year warranty on x1900? [edit: i see you got 2]
:Q

... ah .. the good old days ... two years ago ... when a warranty on a video card was more than 365 days
:roll:
 

Ike0069

Diamond Member
Apr 28, 2003
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Just a two year warranty, but I just found this:
"For any overseas return on RMA outside their normal warranty with their local supplier, the local RMA centre will apply a basic administration fee to cover the logistics return of the RMA items back and forth from Hong Kong"

I bought this from Newegg, but it was about 22 months ago. Am I supposed to send this back to Newegg and have them handle my RMA?
 

apoppin

Lifer
Mar 9, 2000
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Originally posted by: Ike0069
Just a two year warranty, but I just found this:
"For any overseas return on RMA outside their normal warranty with their local supplier, the local RMA centre will apply a basic administration fee to cover the logistics return of the RMA items back and forth from Hong Kong"

I bought this from Newegg, but it was about 22 months ago. Am I supposed to send this back to Newegg and have them handle my RMA?

NewEgg's replacement warranty is 365 days

Where did you find the warranty info that asks the customer to pay for shipping from HK to the USA?


imo it is a nasty rip-off that is very questionable legally

until some tech site makes a big deal of it - making an Enemy of Sapphire forever - this dirty practice will probably go on forever - unless you want to start a class action suit to enrich lawyers
 

Ike0069

Diamond Member
Apr 28, 2003
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Here is the email they sent me:

"Please provide your information at the best of your knowledge on this RMA form and email it back to RMA@althonmicro.com along with a copy of the purchase receipt. Once we receive your RMA form we will process it for you and get back with you with an assign RMA#, please do not return your card back with out a RMA# or else all shipment will be rejected. There will be a US$15 dollar processing fee (Which takes care of the repacking and insurance of your return product) for this RMA service, so please include a US$15 money order, casher?s check or personal check (DO NOT SEND CASH) and your fill out RMA form with the RMA# on it, so we can process the RMA request for you.

Note: If you are from Alaska, and Hawaii area your processing fee will be US$35. "


 

apoppin

Lifer
Mar 9, 2000
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Originally posted by: Ike0069
Here is the email they sent me:

"Please provide your information at the best of your knowledge on this RMA form and email it back to RMA@althonmicro.com along with a copy of the purchase receipt. Once we receive your RMA form we will process it for you and get back with you with an assign RMA#, please do not return your card back with out a RMA# or else all shipment will be rejected. There will be a US$15 dollar processing fee (Which takes care of the repacking and insurance of your return product) for this RMA service, so please include a US$15 money order, casher?s check or personal check (DO NOT SEND CASH) and your fill out RMA form with the RMA# on it, so we can process the RMA request for you.

Note: If you are from Alaska, and Hawaii area your processing fee will be US$35. "
i know

i got the same email with the same response you gave .. i posted here about it and everyone agreed - then - that it was a disturbing practice of 'nicking' customers for a few bucks that no other HW manufacturer practices.

i was lucky as my Sapphire barely fell within the exchange period of the vendor [x1950p/512]; and i always buy Sapphire [because it is cheaper] *knowing* about their ripoff RMA policy and tell others. i also sell my sapphire cards within a year so it is something i personally live with. Although i really hate their policy and i think it ultimately hurts them; they "look cheapass".

i expect at least one tech site to make a big deal about it .. next month.;)



 

CP5670

Diamond Member
Jun 24, 2004
5,660
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This is the sort of thing you need to watch out for with warranties. Sapphire cards look more attractive than some of the other ATI partners since they have three year warranties instead of one, but it's probably not worth it if they're pulling nonsense like this.
 

QuixoticOne

Golden Member
Nov 4, 2005
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I wouldn't be surprised if it is outright illegal in the U.K. and other places, and it may well be
questionably illegal in some/all of the US depending on the nature of various state and federal
consumer protection / warranty / lemon laws.

I've been following people saying horror stories about the sleazy rebate / warranty / questionable hardware quality
issues with Sapphire for years now, and I am thankful to see forums like this expose those deplorable business
practices.

In case anyone from Sapphire is listening, note well, the short / bad warranty, the fees like this, your perpetuating
the use of rebates, and your bad reputation with support / hardware quality are all reasons why I would simply
NEVER consider buying ANY of your products under any circumstances.

Switch to having a genuine and trustworthy true lifetime warranty (q.v. XFX / EVGA), good support, stop using
rebates, and don't try to charge the consumer MORE money when they're already disappointed by your problematic
failed / defective merchandise, and I'll gain some respect for you. Of course you'd also have to produce hardware
that was in component quality and QA control at least as good as the ATI or NVIDIA produced "reference design"
for me to consider your products. Shortcutting engineering / QA quality to save a few cents at the risk of giving
people defective, overheating, unstable, over-rated, buggy products isn't acceptable.

What happened to the days when you could buy a quality product made with pride and good craftsmanship for
a fair price and expect the vendor to stand behind their good products and good reputation with good service and
support?

 

taltamir

Lifer
Mar 21, 2004
13,576
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What happened to the days when you could buy a quality product made with pride and good craftsmanship for
a fair price and expect the vendor to stand behind their good products and good reputation with good service and
support?

Stupid consumers ALL without exception insisted on paying slightly less upfront for shoddy made products and no support.

Back in Israel I remember there was a shoe company called Galli. It made shoes, the shoes were comfortable and lasted literally forever. I would buy a shoe, when i was too big it was kept until my younger brother was older, then he used it until his foot got too big, then it was kept for the my youngest brother. Then when he got too big, the shoe, still in a new like condition, would be donated to charity.

They went bankrupt due to competition with foreign companies like nike who sold somewhat cheaper shoes that fell apart in about 6 months. They were then purchased by such a company, I think nike, and all their shoe designs from that point on fell apart after a very short while. It fell apart faster if you were playing sports. I had one pair fall apart on me in just under 2 months.
 

n7

Elite Member
Jan 4, 2004
21,281
4
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This is why i try to recommend people stay away from Sapphire.

They are the one ATi brand you must avoid like the plague unless you get some kind of store warranty, etc, & i'd rather just not support a company that pulls that kinda BS.
 

taltamir

Lifer
Mar 21, 2004
13,576
6
76
I would away from all the ATI brands except visiontek.. and MOST the nvidia brands too, except for eVGA, XFX, and BFG.
If the company does not offer and honor a lifetime warranty, you can safely bet that it will fall apart ASAP.
Will I NEED that lifetime warranty? probably not, it will be obsolete soon anyways and I will toss it away, but at least it would be by choice and not because it fell apart.
 

idiotekniQues

Platinum Member
Jan 4, 2007
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yeah my x1950 i had to rma i paid the $15 and then sold the card i got back - it has worked perfectly for the new owner last i heard.
 

Ike0069

Diamond Member
Apr 28, 2003
4,276
2
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Personally, I don't think not having a Lifetime warranty is a deal breaker. The ASUS 4850 I just bought comes with 3 yr warranty, which should be plenty.

In fact, I would be satisfied with the Sapphire warranty if they would just honor it like a good company should do. This $15 is just ridiculous and I still think is probably illegal if someoner were to press the issue.

I for one will never buy another Sapphire product simpy beacuse of this BS. ATI needs to drop these yahoo's and pick up EVGA.
 

Jessica69

Senior member
Mar 11, 2008
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Originally posted by: taltamir

If the company does not offer and honor a lifetime warranty, you can safely bet that it will fall apart ASAP.

That is just complete and utter bullshit!

And I just RMA's a card with Asus.....and they not only sent a brand new card to replace the one that had a memory chip begin to flake out on it, they sent an upgraded version of the card. I sent in a plain 3870 and got back their overclocked 3870 TOP card....not a big deal, I know, but every little bit helps.

And it was very painless and quick RMA. No asking for a receipt, no asking for $$ to "cover shipping".....and I'm a happy camper.


But, taltamir, taking your viewpoint to the logical extreme end, do you also insist on lifetime warranties on your power supplies and your cpus? But since you can't get those, guess life for you is hell.

Personally, 3 year warranty on a video card is much more than adequate.....given most here go through video cards like twice a year at least......or at least once a year, so most here rarely have the card around when the warranty expires.
 

tuteja1986

Diamond Member
Jun 1, 2005
3,676
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I TOLD YOU GUYS NOT TO GET SAPPHIRE :!

Always said Asus , Gigabyte and MSI have much better warranty support. Now suffer.
 

QuixoticOne

Golden Member
Nov 4, 2005
1,855
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taltamir, good points and anecdote. I certainly agree that people should be smart enough to vote with their wallets
by doing business with the better companies and selecting quality products.
I don't advocate people falling for the "elite" expensive and "fashionable" things that are needlessly gilt, but it is just
wrong that you can't get a nice simple middle of the road product and have it last years.

We've created such a disposable product acceptance in society that we're ruining the very planet we live on by
needlessly overconsuming junk that we're trained (or forced) to throw out after less than a couple of years.

It is almost literally impossible to buy something like a blender or vacuum cleaner in the US that works well and
ruggedly even compared to many of the simplistic designs of 50 years ago.

Concerning warranty length, granted, given Moore's law, 3 years is am ample time for many people to expect to keep and use a high end video card but consider that it isn't something small and discrete like a CPU chip or DIMM. It is probably
the most heavy and resource consumptive product in your PC. It has a couple of pounds of copper, aluminium
heatsinks, many complex semiconductors, resistors, capacitors, a very large PCB, lots of custom made plastic, et. al.
It is probably just as resource comsumptive in its manufacture as your motherboard, RAM, CPU, and maybe PC chassis
combined. Given the multi-hundred million transistor count, it is also much more complex than your CPU.
Thus to just trash it in 1-2 years is really quite an extreme waste of resources. Granted it won't be high end,
but I'd expect it to be fully *usable* for a general purpose PC even for 5-10 years, such that you could give
the PC and video card to your kids or donate it to charity or for an educational or library usage or such after using
it for 2-3 years yourself and still have it produce value for someone.

Beyond that, I'd certainly hope for (and deplore the lack of) an excellent "take back" program as exists in some places
in the EU where a manufacturer must provide for specialized recycling of any electronics product they sell and make
it cost-free for the consumer to ship that old / broken / unwanted product to the most specialized recycling facility
when it is time for that. To think of all the billions of often perfectly functional or at least recyclable old motherboards,
cell phones, peripheral cards, hard discs, et. al. just sitting in landfills polluting the environment with solder and heavy metals and plastic compounds when so many people in underdeveloped countries don't even have access to
libraries, books, computers at all is not right.

I'm still sitting on a couple of old AGP GPUs that I'd like to see put to good use, though it is getting hard to economically
buy an low end AGP motherboard to make any use of them. I suppose I'll take them down to the local PC electronics
recycler organization so that they can cobble together a fully usable system with them for some good purpose.
Sure I don't need them any more, but I'd be disappointed with the wastefulness if they didn't work and get used for
something. I suppose I'd draw the line when the energy cost to run something for a year exceeds the
purchase price of a better / greener technology item to replace it, then it is time for recycling.
 

SunnyD

Belgian Waffler
Jan 2, 2001
32,674
146
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www.neftastic.com
This is more common than you think. I believe I had to pay Gainward back when my Ti4200 crapped out, and that was well within warranty. Same with ABit back in the day. But I believe at least one of them as an Advance Replacement RMA charge.

Call them up and bitch about it, that's about the only thing you can do. They'll get tired of your whining and probably handle the replacement for free.

My favorite are the ones that make you pay for shipping both ways, as well as an RMA fee. They make you feel warm and cozy inside.
 

apoppin

Lifer
Mar 9, 2000
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alienbabeltech.com
Originally posted by: tuteja1986
I TOLD YOU GUYS NOT TO GET SAPPHIRE :!

Always said Asus , Gigabyte and MSI have much better warranty support. Now suffer.

That is a little extreme .. after all, we are only talking about paying a *possible $15* extra.

i HATE sapphire's ripoff policy but that did not stop me from buying either a 2900p or a HD4870 by Sapphire. i simply ADDED the "potential $15" costs and it was STILL cheaper than the other brands with "real" warranties :p

And i make sure i dump my Sapphires before the NewEgg exchange period expires .. so what am i really losing?
- btw, i Still have my 2900p and 2900xt for sale .. cheap
they are each the rough performance equivalent of a single 3870 when O/C'd] Paired together in Crossfire, they are only about 10-15% slower [in my system] than a single 4870
rose.gif


i simply will make sure as many people as i can tell will know about this somewhat hidden stinker policy that Sapphire has ... Knowledge is power .. when you know, you can make better buying decisions and not be bitter when something unexpected happens

Call them up and bitch about it, that's about the only thing you can do. They'll get tired of your whining and probably handle the replacement for free.
They will NOT bend [period]; either you pay or you sue them



 

ss284

Diamond Member
Oct 9, 1999
3,534
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To be honest visiontek isn't much better in that you have to pay return shipping, which I believe amounts to $10-15. Yeah they have a lifetime warranty, but I really haven't heard of any smooth RMAs with visiontek.
 

apoppin

Lifer
Mar 9, 2000
34,890
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Originally posted by: ss284
To be honest visiontek isn't much better in that you have to pay return shipping, which I believe amounts to $10-15. Yeah they have a lifetime warranty, but I really haven't heard of any smooth RMAs with visiontek.

Their return shipping to you?
-i don't think so =P

Sapphire does everything everyone else does - YOU pay shipping to them; they pay shipping back to you - BUT, Sapphire *adds* a $15 "RMA application fee" - ON TOP of your usual RMA expenses

Just keep it in mind if you buy Sapphire - "add $15" to you purchase price [in your mind]. AFAIK they are still AMD's ATi's No1 partner and make a decent - if cheap - standard AMD GPU.

 

nitromullet

Diamond Member
Jan 7, 2004
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Originally posted by: tuteja1986
I TOLD YOU GUYS NOT TO GET SAPPHIRE :!

Always said Asus , Gigabyte and MSI have much better warranty support. Now suffer.

My sentiments exactly regarding HIS as well. ...unless you enjoy 3 month RMAs...