Sapphire Tech's Tech Support is Horrible

[Jennerstein]

My story:

I've been trying to obtain an RMA # for a defective Sapphire Radeon 9700 Pro Atlantis Retail Card (still within valid warranty) since Thursday. I originally e-mailed Sapphire Tech Support, and they troubleshooted the problem as bad memory chips (was getting artifacts randomly on boot-up). However, they then requested that I find the vendor where I bought the card, and contact them.

After a couple of more e-mails (and no response), I then called the USA office. Their one tech support guy was on vacation, and the RMA people just gave me the run around back to the tech support guy.

I e-mailed tech support again, and finally got a response. The same response: "please find the vendor and talk to them"

I've explained to them 3 times that I have no way of tracking down the vendor. The card was bought at a one of those nomadic computer hardware show, and I have no way finding out who the originally vendor was.

The latest e-mail said something to the effect of "if you can find out the supplier of the computer vendor, then maybe we can find the right people to help you out on your problem."

Maybe find the right people? Is there no guarantee behind their product?


This was my reply e-mail:

"Unfortunately, because a lot of these computer shows are pretty nomadic, I have no idea how to get a hold of the vendor.

This card is a Sapphire Atlantis Radeon 9700 Pro retail card. It was MADE by Sapphire. Can you explain to me why I need to go through a vendor to get service for a retail Sapphire Card? If it was an OEM card, I'd understand (i.e. go through the OEM distributor), but this is a card made by Sapphire.

To be honest, I've never had this much difficulty trying to get an RMA request with any other computer company. "

I'm now awaiting their response. I have no idea if I'll ever get this card replaced.

 

[Lord Evermore]

When you say retail card, you mean it was in the retail box with all the software, cables, et cetera? Even OEM cards are made by the branded company, they just won't support them when an end user calls.

Of course, it's sort of in your hands if you don't have a receipt with the dealer information and the sale information printed on it (handwritten isn't considered acceptable usually).

I'd expect them to at least tell you that they can't support it under warranty but would accept it for service for a fee. Unless they're definitely sure it's going to have to be replaced, of course.

 

[Jennerstein]

Yes, full retail with the glossy box, CD, cables, everything.

Right now it looks like they're just denying any type of service to help me get the problem resolved.

 

[Lord Evermore]

Well, that sort of thing is encountered by people every day, with every company. Even companies known for good support have off-days.

I'd say call them up, and speak to a manager, and don't hang up until they either tell you how to RMA it, or explain why they can only refer you to your vendor when it's a retail product with a warranty from Sapphire.

 

[ScrapSilicon]

comp show = bad supportLord Evermore your sig is cracking me up...

There are no problems with FuseTalk4. It is the greatest code ever. All other bulletin board software companies have closed their doors in fear. Microsoft has expressed interest in purchasing the company. John Carmack is porting FT4 to run in Doom III. Use of FuseTalk4 has been shown in laboratory tests to improve sexual prowess and give you a healthy glow and luscious lips.

*oopz* ..**bonk**..looks at self in reflection from aluminum case..whose fat luscious glowing lips are......:Q