Awful RMA experience

[inadaze]

Around the 11th of November last year I sent my 560 Ti back to the supplier to be sent for an RMA, after 5-6 weeks of hearing nothing I got in touch with them to find out what was happening, they contacted Gigabyte and I was told that my card had been "Lost in the system" whatever that meant and that Gigabyte would make it a priority to get it sorted out. 2 weeks later I finally got the card reurned, NEARLY 2 MONTHS AFTER IT HAD BEEN SENT IN!

To add an extra insult to this debacle, the card was returned to me in a battered Belkin IPad Case box, with nothing but the anti static bag. None of the original packaging I had sent in was with it, none of the manuals and none of the extra parts and adapters. What kind of service is this? If I want to sell the card in the future I can't advertise it as being with it's original box and parts. What if I need to RMA it again, my supplier asks for all the original packaging...

I'm really disappointed Gigabyte, I've never had such bad service from a big manufacturer, It's left a very bad taste in my mouth. I'll be very, very wary of ever buying another one of your products or recommending them in the future. All your service has managed is to leave me feeling very angry and frustrated.

Get your act together, none of this was professional or efficient 

[Dark Mantis]

Hi and welcome.

Even though I am not employed by the company on behalf of Gigabyte I would like to apologise. As you said it is an appalling RMA experience and does nothing at all for customer faith in the company.

I can only think that it happened because the GPU section is totally seperate from the motherboard (main) section. This is no excuse though. I will contact the Gigabyte representative and see if something can be done to sort this out. Please PM me your email address.

[Aussie Allan]

  Was there a return mailing address on the package that you recieved ..... as is was this directly from Gigabyte Tiawan or from the local supplier ?

  Aussie Allan

[inadaze]

Hi Alan, the only sender address on the outer bag the box came in is GBT Tech Co Ltd.

But looking at the Belkin box (that was inside the bag) it has a shipping document (I ignored it as it was under stickers), for sending it to GBT Tech Co Ltd, from my supplier....

So it could be the case that my supplier sent it to Gigabyte in that box. As Gigabyte was asked to sent the card directly to me they sent it in the box they received it in. I'm going to ring the supplier tomorrow and find out what the hell went on from their end of this. I've assumed it was sent to gigabyte with the full package that I sent to the supplier in the first place.

Thanks to both you and Dark Mantis for looking into this - Andy

[Dark Mantis]

Hi Andy,

Gigabyte has it's faults but this doesn't really sound like one of them to be honest. As you now suspect it would sound much more like it has been received by Gigabyte in that condition and they have just returned it the same way. Some of these retailers are not as good as they could be....and that is being polite.

Anyhow thanks for the email address and I have passed it on.

[inadaze]

Yeah Mantis, Just been on the phone to the supplier and they are the culprits as far as the box is concerned  . So, Sorry Gigabyte! (As far as me box goes anyway.) Still took ages for the RMA, but I can be understanding of one mistake, two fek ups just seemed to much.

Again, thank you to DM and Aussie Alan.

I'm going to go and sit in the corner to think about checking all the facts before I start typing in future.... 

[Aussie Allan]

   You're not to blame ..... but experience has shown me .... big etailers might sit on your RMA item for 1 and up to 2 weeks before bumping it on to save on shipping ...... then calmly tell you .......It's the other guy's fault for taking so long.

  Aussie Allan

[Dark Mantis]

I was just going to say the same as Allan there. Quite often the intial delay which can be several weeks is down to the retailer waiting to get a load together before sending it to the manufacturer. Trouble is they fail to mention this to the customer and let you think it's the manufacturert's fault.

[runn3R]

Hi Andy (inadaze)

Sorry to hear it took so long to service your VGA. You can check how long this VGA was in GIGABYTE UK if you send its full SN with link to this thread to: returns@gbt-tech.co.uk.
Full SN is built of EAN (which always includes 471933) and SN which can be found on the sticker(s).
For example: EAN: 4719331303742 + SN: SN102501007825 = full SN: 4719331303742SN102501007825

[Dark Mantis]

There you go Andy, now you can check and see how long they took. Nice one runn3R.

[Aussie Allan]

  A very handy bit of information there runn3R .... many thanks (cut-paste-desktop)

  Aussie Allan