XSPC RAZOR RMA FINALLY Coming ;o)

[Z15CAM]

In January I bought a XSPC Razor for my Reference Gigabyte 290X. After mounting it the Card appeared warped noticeable on the Top Front starting at the 3 VRM's and slightly bowed the fingers.

Thinking I had erred in assembly I did it 3 more times with the same results however the Card Worked fine.

This month I bought 2 reference Sapphire 290X's and another XSPC RAZOR and the 3 slot flow bridges to run Crossfire.

The new RAZOR I purchased mounted perfectly straight and true on both the Sapphire and Gigabyte Reference Cards and the first Razor I bought a couple of months ago when mounted warped all 3 reference Cards .

Although the 1st Razor warped the card somewhat it did work so I proceeded to build the XSPC Crossfire solution using the 3 slot flow bridges.

What a FREAKING conundrum. No matter how I adjusted, re-aligned and re-seat the Warped Razor will not seat in the PCIe slot well enough to run the card - I can get to work at times but as soon as I tighten her down the card dies.

I E-Mail XSPC Support explaining what I have related here adding that the card evidently has a Manufacturing Fault and should be exchanged for other one

What are my chances?

The WB does not appear warped but I think it is resting on one of the front capacitors. If they don't RMA I guess I could Grind out a Relief - Delays, Delays and Costly Delays.

 

[p_monks33]

I would expect a refund or replacement. I see no reason for them to deny RMA unless your PCB is different from reference design which you said it is not. Unless xspc is a crap company I would expect them to RMA such a flawed piece.

 

[UaVaj]

keep us posted on how they treat you.

looking to pickup 3 for sure and maybe 4.

 

[Z15CAM]

UPDATE

Received an E-Mail from XSPC support requesting Photo's and Purchase Receipt.

This is my reply:

Hi Flora;

As per your request: Here are photo's and copy of invoice# 6896426 purchase order from NCIX dated Dec 2nd,2013 - JPG's & PDF Attached. Please note the item was on Back Order and I did not receive it until the middle of January, 2014.

Note the area in photo #2 showing the top of the 1st card towards the front. The card is warped away from the water black. There is definitely an interface issue causing this.

Picture #3 shows the PCIe fingers of the same card with a slight bow.

Because of this I can't not power up the top card as it doesn't seat properly into the MB's PCIe slot when assembled with the XSPC Crossfire Flow Bridge solution.

I can only assume that the die of this Water Block is flawed an probably interfering with components near the front on the reference R9 290X cards causing the Card to be pushed away from the Water block and warping it.

I have not dissembled the Crossfire Assembly to compare the die's of the 2 Water Blocks.

Let me add; I also purchased Back Plates for these Water Blocks. The bolts for mounting the 2nd Back Plate Kit are horrendous. The Heads and threads are terribly distorted making the Allen Drive slots about useless and the threads so bad that you can not torque the bolts properly into the Copper Water Block die. I would appreciate that you send me a new set of Bolts for mounting a Back Plate. I just hope the threads in the WB have not been damaged because of these bolts.

Thank you for your attention: RON

 

[UaVaj]

would never subject an expensive gpu to that kind of warping.
that is way broke.

 

[Z15CAM]

would never subject an expensive gpu to that kind of warping.
that is way broke.

Neither would I but you will never notice the warp until you have it assembled.

I tried it on 2 Reference Cards Gigabyte and Sapphire and it warps both of them and luckily it has not damaged the cards. I have not compared the machine reliefs of my 2 XSPC Razors to notice a difference as of yet.

 

[Shmee]

Good luck, never seen that before, I am lucky my WC works well! I hope your cards are fine as well :/

 

[Z15CAM]

I hope your cards are fine as well :/

You would be surprised just how much you can warp a PCB without damaging them. It doesn't appear the cards are damaged and all 3 seem to working fine when run either separately or in crossfire using the reference coolers.

I have presently re-installed the Reference OEM Cooler on the Gigabyte 290X and using it until I get some kind of commitment from XSPC.

-------------------------------------

Received E-Mail today:

Hi,
Pls send us the model name and product code of your 290X card.




[FONT=宋体] [FONT=宋体]Best Regards[/FONT]
[FONT=宋体]Flora[/FONT]
[FONT=宋体]XSPC Asia Ltd


-----------------------------------------------------

My Reply:
[/FONT]
Hi Flora:

As I said I have 3 Reference R9 290X cards:

One Gigabyte GV-R929XD5-4GD-B AMD Radeon R9 290X/REV 1.0 4096MB GDDR5/512 bit/PCIE-3 Dual=Link DVI-D/HDMI Display Port card - possible UPC-A# 8 18313 01893 9 / EAN# 4 719331 340209.

and

two Sapphire 290X 4G GDDR5 PCIE Dual DVI-D/HDMI/DP BF4 Editions part numbers 102-C67101-00-AT cards. UPC-A# 8 40777 06438 2 / EAN-13# 4 895106 269088 for both cards.

This particular XSPC RAZOR R9 290/X GPU Water Block causes all three cards to WARP. My other XSPC RAZOR works just fine on all three cards.

The XSPC Razors are presently mounted on the two identical Reference Sapphire R9 290X Cards in Crossfire. You can clearly see in the PIC's I sent you the difference in which one RAZOR mounts as compared to the other on identical cards. There is definitely something wrong with the clearance interface of the WB that is warping these Reference Cards.

Thank you for your attention: RON
[FONT=宋体]
[/FONT]
[/FONT]

 

[bleucharm28]

That is why i am not big fan of GPU blocks. But I love the RX360 radiator, awesome cooling for slow quiet fans.

Have you looked into other brands like Heatkiller or Aquatunning. I think they cost a bit more but better design quality.

 

[Z15CAM]

Have you looked into other brands like Heatkiller or Aquatunning.

My Crossfire GPU 290X cooling solution is a Koolance 401x2 with 2 x's PMB 400 pumps in series through a Coolgate 280x60x140 rad with 4 x's Noctua NF14A's PMW's in push pull - I think I'm quietly covered ;o)

 

[Maverickbcp]

I'm very interested in the outcome here. I have 2 of those Razor blocks and I'm starting to wonder if one isn't repeatedly breaking every R9 290 XFX sends me. I have one working fine and the second I inspected closely but it appears identical to the first. However that block is one of the only common denominators I have.

Sorry not trying to hijack your thread. I just saw it and thought someone else may be experiencing the same thing. I too have a post going on about mine.

 

[Z15CAM]

This isn't the first time Designer's haven't been at bay over Manufacturing Crap.

Let's See what unfolds - I'm sure XSPC will come tough - I like XSPC Theory.

In other words they have to provide it under what's presented.

 

[Z15CAM]

I sent XSPC an additional E-Mail as Follows:
-------------------------
Flora:

Just thought I would send and extra MSG.

I can probably FIX the problem myself by comparing and measuring it with the RAZOR that FIT's the Reference R9 290/X PCB's then mill the base with a drill press to match but in doing so I would no longer have RMA Status.

I very much like XSPC Products and more or less telling you that your Co probably has more then one of these Mfgr'd Faulty products in consumer hands. I'm also informing you that there are some very poor Bolts that mount your Back Plates.

Thank you for your attention: RON, AKA: SafeMode/mIRC DalNet and Z15CAM/AnandTech Forums.

--------------------------

Their Reply:

Hi Tiny,
Pls donot fix it now,we need to have a check the problem first.
We will replace you asap.

Best Regards
Flora
XSPC Asia Ltd


--------------------------

My Reply:

"Thank you with your commitment to replace item asap. I will not attempt to fix or alter the WB."

Thank you: RON

--------------------------

Well that's reassuring - Perhaps my AKA had something to do with their commitment ;o)

Don't get me wrong thinking XSPC GPU WB's are crap - I prefer their design over EK. It's a Manufacturing Issue that they have to take control of.

 

[3DVagabond]

Well that's reassuring - Perhaps my AKA had something to do with their commitment ;o)

Or maybe they just stand behind their product?

 

[Z15CAM]

Or maybe they just stand behind their product?

I trust XSPC will as they've showed me.

Not FINISHED.

 

[Bubbleawsome]

I hope you get it all fixed, but may I ask why you type seemingly random words in caps?
I know EK does good with RMAs, so I hope XSPC honors it as well.

 

[Z15CAM]

I ask why you type seemingly random words in caps?

Just a way I write to Emphasize; Better then NO Caps at all - What's your "STYLE" ;o)

If this was an article review, I would shy away from using excessive caps or no caps at all but this is a forum and we are entitled, not to be perfect.

 

[Z15CAM]

UpDate of RMA process:

FLORA:

Here are the PIC's you requested.

NOTE the Reference R9 290X. I got 3 of them.

Note the PIC of the XSPC RAZOR R9 290/X that is warping the Reference Cards.

Note that Front Brass Mounting Boss is not seated properly into the Copper Heat Sink. This is the reason why this particular Razor R9 290/X is warping all my Reference R9 290X Cards.

What do you suggest I do - Attempt to seat that Mounting Boss deeper into the Copper Heat Sink? Who's to say the hole is drilled deep enough?

What do you want me to do: RON


---------------------------------

Picture of one of my Reference R9 290X Cards to prove that my cards are indeed Reference Cards.

Picture of the XSPC RAZOR R9 290X Water Block that is causing the problem:

___________________________

FLORA:

Upon further inspection I noticed not only is this Brass Mount not seated deep enough into the Copper Plate but it's also at an angle so I doubt if it can be properly seated.

Thank you: RON

 

[KaRLiToS]

hinking XSPC GPU WB's are crap - I prefer their design over EK. It's a Manufacturing Issue that they have to take control of.

Is there a reason why you prefer XSPC design over EK?

 

[Z15CAM]

Is there a reason why you prefer XSPC design over EK?

XSPC and EK are about identical in design both use siphon positive water cooling for the VRM's. I really can't say which one is better - I just prefer the looks of the RAZOR over the EK Blocks and XSPC have a very nice Flow Bridge for SLI or Crossfire.

Obviously I want a New GPU XSPC RAZOR WB, I don't think I can Fix it even if I understand this Enigma and don't want to be responsible for fixing their MFg Crap - That's their Ground - NOT Mine.

 

[Z15CAM]

There is definitely a language issue with my communication with XSPC Asian Representatives but I believe it's not for the lack of trying on both parts.

EXAMPLE: I`ve explained this to them several times and they keep rehashing it. They can`t understand that I have 3 Reference R9 290X`s and that particular XSPC RAZOR Warps all three of them and I want to run 2 of my 290X`s in Crossfire using their product. The other WB is OK - Sish!

FLORA:

I have two XSPC R9 290/X Water Blocks. Both where purchased from NCIX.CA at different times. The Purchase Order I gave you is the Water Block that has this problem. The other Water Block is OK.

I would very much like to have this water block replaced along with a good set of your Back Plate mounting Bolts as the bolts that came with one Back Plate are Horrendous.

Thank You: RON

From: flora [mailto:flora@xs-pc.com]
Sent: April-26-14 4:26 AM
To: Tiny.Mud
Cc: dazhong; service3; paul
Subject: Re: RE: Form Submission - Contact Tech Support - Proplems with XSPC RAZOR worping a Reference R9 290X


Hi Tiny.

Firstly,thanks for your cooperation these days.

And I am sorry if I made anything wrong or uncomfortable to you,but we just want to check what happen.

I am a little confused now,you said you have 3pcs cards,but from the invoice you sent,we only found 1pcs R9 290X block,ordered from NCIX.

And you only sent us one picture of the problem on one waterblock,how about the others?

So pls advise how many blocks did you have and how many of them have this problem.




Best Regards

Flora

XSPC Asia Ltd

 

[Z15CAM]

Why is requesting RMA like getting your teeth pulled without anesthesia - Guess I'm getting down to the bare wire with my lastest E-Mail to XSPC Support Asia.

-------------------------------

FLORA:

I contacted you, on approximately April 20th, regarding a faulty XSPC RAZOR R9 290X GPU Water Block and about a set of very poor Back Plate Screws (Bolts). We have been in continuous communication since. At your request I have supplied you with numerous pictures supporting my claim for RMA on your product which clearly shows a Manufacturing Defect which could very well have damaged my video cards. Fortunately; it appears so far, your defective part hasn't. I can neither properly fix it nor can I afford to trust using it.

On April 23rd you said: "Pls donot fix it now,we need to have a check the problem first. We will replace you asap." Here you say I am entitled to a "Replacement Water Block" but as of this date I have not received correspondence from you authorizing this transaction. Instead, you have more then once had me repeat on which Video cards this Water Block was mounted. I have also submitted additional photo's showing you in detail what is wrong with this particular RAZOR Water Block.

It is a Manufacturing Fault and no fault of mine.

It is now the end of the month and I have not heard from you since April 25th. You have had 5 days with 3 business days to reply. What are you doing about your commitment to RMA the product?

Thank You: RON

--------------------------------------

 

[KaRLiToS]

This is very frustrating. Great message.

Good luck my friend, I hope it get fixed very soon.

 

[UaVaj]

rma should have been issued after the second reply. worst case scenario. after the photo reply. 10+ days and still no solution.

definitely need 3 block and maybe 4 block.

will take this piss poor rma process into serious consideration when spending $$$.

 

[Rinaun]

XSPC and EK are about identical in design both use siphon positive water cooling for the VRM's. I really can't say which one is better - I just prefer the looks of the RAZOR over the EK Blocks and XSPC have a very nice Flow Bridge for SLI or Crossfire.

Obviously I want a New GPU XSPC RAZOR WB, I don't think I can Fix it even if I understand this Enigma and don't want to be responsible for fixing their MFg Crap - That's their Ground - NOT Mine.

As someone with vendor experience (EK/XSPC, Alphacool, Koolance, even OCZ/DangerDen) I'd say EK is hands-down the highest quality. They had an issue in the past with plating but that's long solved by now. Razor just slaps stuff together and ships it from China/Asia. EK makes everything in house, but it's also a ton more expensive and performs pretty much the same as a cheap XSPC block.

I'm actually not amazed this happened with XSPC and a reference card; I never had it happen when I was a vendor for them but I'd say the overall build quality/design is much lower than competitors, which is why their products are 20-30% cheaper.

There is definitely a language issue with my communication with XSPC Asian Representatives but I believe it's not for the lack of trying on both parts.

Can I ask why you decided to talk to XSPC rather than the vendor you originally purchased it from? I've dealt with XSPC and I'd agree that it takes way more effort to get things done with them due to the language barrier. This is why we usually handled issues with XSPC in meetings where we submitted purchase orders. Any good vendor would have taken the item back for an exchange or at least helped you out by comparing it to others in stock to make sure the whole batch wasn't FUBARed.