Here we go all Email after I Contacted XSPC Support ASIA via their OnLine Site about the problem I was having with one of their RAZOR R9 290X Water Blocks
It's Lengthy:
First response from them as follows:
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Hi,
Pls send us a photo of the problem and your purchase invoice as well.
Best Regards
Flora
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Which I did as per the Ist batch of PIC's in this tread accompanied by this E-Mail.
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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
Fine so far.
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Their response:
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Hi,
Pls send us the model name and product code of your 290X card.
Best Regards
Flora
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My reply
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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
As I said before, too much info. You simply needed to send them the info they requested. ie; "the model name and product code of your 290X card the block was attached to in the photo. You are dealing with someone(s) who English isn't their native tongue.
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followed by a followup E-Mail to them
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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.
While it seems like a good idea to you, this wasn't needed. Again, it could simply confuse matters.
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This was when I Posted a Thread in AnandTech Forums
There response committing to do a RMA.
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Hi Tiny,
Pls donot fix it now,we need to have a check the problem first.
We will replace you asap.
Best Regards
Flora
I don't see that as a commitment. Simply that they are processing your request, but we can not agree here.
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Then I get another response from them
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Hi Tiny,
You said that all three cards were wapped,but from you photos,we only see two cards,pls advise.
We are checking this problem now.
Best Regards
Flora
Shows that there is confusion. All they needed was the info they asked for. Photos of the card/block combo, receipt, and then the additional info about model of card, etc... She apparently now thinks there are 3 warped cards (which would mean 3 bad blocks). Their stance now would be that they either have a major manufacturing problem, an issue where blocks that failed QC are somehow getting to market, or you are doing something wrong.
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So I send them 3 Emails in a row
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FLORA:
Please read over my mail dated: 2014-04-2302:20. I do not know a better way to explain the issue other then the way I've already presented. I can't show you how it warps all 3 Ref-Cards in one picture as I can only mount it on one reference card at a time. Obviously this RAZOR is different to the other WB that works on all 3 Ref-Cards. I imagine it has an incomplete Machining process.
Thank you for your attention: RON
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FLORA:
Are you kidding and you are getting me UpSet.
These cards are real Gigabyte and Sapphire Reference R9 290X's about $2100 worth of cards hope they are not damaged over your product. Do you know how much work you are asking of me? I've been through enough after setting up a Dual Pump 280x60x140 rad with 4 x Noctua 14 PMW in push pull.
You send me a new Razor R9 290/X WB with a stamp to mail in my return to include them stupid back plate screws for you to inspect.
I've given you enough proof.
Believe me, XSPC does not want these pictures you are asking for all over the net.
I can, once torn down and shipping back your product submit my analysis of the issue. This is not my cause - It's yours.
Thank you: Ron
What exactly do you think the asked you to do? She did not ask you to mount the block on multiple cards, if that's the way you understood her. Again, we are dealing with someone who is not a native English speaker.
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Believe me I was getting pretty Upset after receiving a commitment from them to RMA and not receiving Documents to initiate the procedure.
I sent them another E-Mail
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FLORA, PS:
Maybe the screw holes are offset on this particular block. All I know it warps a Reference R9 290X.
I will, once upon receiving a RMA item with a mail in return submit my over all annalist with disclosed PIC's comparing the 2 Water Blocks.
This problem is yours not mine.
RON
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Here's their replay - which kinda tells me they are about to renegge on their RMA
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Hi Tiny,
First of all,we never receive such a complaint that our blocks won't fit the reference cards.
If you are sure that there are collisions of our blocks against the cards,pls send us the photos of it,we will check.
We are responsible for our products,but we do need to find what happened first.
If you cannot find it out,you can send it back to reseller for inspection,and we can help to contact the reseller as well.
Best Regards
Flora
Nowhere is she declining RMA. Let me explain something about Asians (living in NZ I have contact with many). Your response would be considered very rude in most Asian cultures. They do not have the attitude that you are the customer so you are always right. That is a Western philosophy. She's basically saying that if you can't supply the info she needs maybe you should try the retailer.
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So I tare down the Water Blocks for inspection and send PICs showing a faulty Brass Mounting Boss on the WB in question - As in this thread.
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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
Again, all kinds of input she never asked for. She's not suggesting that you do anything except supply the info she needs. She is obviously confused about the multiple cards. There's a good chance she, or someone, has to translate your response for the techs to understand. Who knows how well everything you are saying translates over. Most of what you are saying is completely non relevant.
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I sent them another E-Mail with another PIC showing another angle of the problem
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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
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I sent them an E-Mail informing them that they should look at this post in AnandTech forums
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FLORA
I think you should look at this AnandTech Thread:
http://forums.anandtech.com/showthread.php?t=2378913
You want me to file the top of that boss parallel - Really - It's your Problem - Not Mine.
I don't want to be here.
Obviously I want a REPLACEMENT.
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Flora:
One thing I noticed in your E-Mails is that you cross reference our correspondence to CC: paul; dazhong; andreas; service3
Perhaps I should be talking directly to him.
It would save a hole lot of gibberish.
Ron
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Obviously I'm getting rather sick off this run-a-round after they committed to RMA.
Their last and final words I hear from them
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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
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Obviously they are intent to beat the RMA down with an irrelevant argument.
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I respond
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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
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I sent several follow up E-Mails attempting to re-establish communication and sent my final E-Mail to them with these words.
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Flora:
We seem to have a Language issue. Please note I have 3 Reference R9 290X Cards and want to run 2 of them in Crossfire using your XSPC RAZOR R9 290/X water blocks but one of your WB's has a Manufacturing Defect the other WB is OK. I want to RMA the defective one and ask that you also send me a set of Back Plate bolts as one set of screws are terribly deformed.
Thank you: Ron
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FLORA:
I contacted you, on approximately March 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 March 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
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FLORA:
OOP's! Obviously I referred to the wrong month in my last E-Mail where all instances referring to March should be April.
Sorry: RON
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My Last and final E-Mail to them to end the CRAP
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FLORA:
I require your response by Friday May 2nd, 2014. If none, I will take it as a negative and do what I will.
Thank you: RON
PS:
http://forums.anandtech.com/showthread.php?t=2378913
Threats and deadlines aren't in your best interest. Just saying.
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There you have all correspondence I had with them. I will repute what I have presented only if I receive an RMA from XSPC. An any more to do about this POST is a waste of time for me.
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