RMA process in Spain

[hugo19941994]

Hi,

Two months ago I sent a GTX580 to the retailer where I bought it. They sent it to the RMA offices in Barcelona, but I haven't heard about it since then. The retailer won't give me any info regarding the state of the RMA, and barely replies to my emails.

Could I get any first hand information aobut how much longer should I expect to be waiting?

Thanks!

[Dark Mantis]

Hi and welcome to the Gigabyte Forum.

I am afraid there is little we can do here as you are in Spain but I would suggest that you contact GGTS Spanish office and see if they can help you.

http://ggts.gigabyte.com/tech.asp?ClassID=3&Country=Spain&SourceWeb=B2C

[hugo19941994]

Hi,

Sorry for reviving my old topic, but I think it isn't necessary opening a new thread for the same problem.

I followed your advice many months ago but the issue isn't still resolved. After 5 months of waiting I still haven't recieved back my GTX 580...
The shop owner told me about a month ago the RMA number (ESA-1140008), so I contacted Gigabyte to see what was happening , but they replied that that RMA number doesn't exist. The shop owner insists that that IS the RMA number...

Now I don't know what to do anymore... I'm completely lost, and I have lost faith in both Traxtore (shop) and Gigabyte. If I haven't recieved my graphics card after 5 months, I suspect I never will... Have i spent 500 euros for nothing?

I have already sent 15 emails to the shop owner, and 5 to Gigabyte GGTS. I don't know who to complain to anymore, what to ask, or what to do. Gigabyte also forwarded my messages to the RMA team in Barcelona, but they didn't answer. I also sent a PM to Inigo (who I suspect works in Barcelona) many months ago but he also didn't reply.

Any advice? Thanks

[Dark Mantis]

One problem you may have there after all this time is that several of the people who used to work in the Gigabyte Spain centre have left and so your emails might not be getting read by anyone.

You are covered by Consumer Law in this venture.

There is certainly something drastically wrong there though, I wouldn't have left it for anywhere nearly as long before taking action. I would suggest going to your retailer and telling them that if they don't replace the card within the week you will take legal action for recovery. It seems to me the retailer is "fobbing you off". If Gigabyte says there is no such RMA number then you can rest assured that it doesn't exist. Therefore the retailer is in error and either hasn't returned it to Gigabyte for repair or at best hasn't got the number right. This I suspect is not the case though as they could soon match it up to his account/shop details.

Please let us know how it goes.

[hugo19941994]

Thanks for your quick reply! The only way I can contact the shop is via email (I live in Madrid, and the shop is in Barcelona which is 600Km away). However I will collect as much information as possible about what legal actions I could take. Thanks and I will update this thread if something happens

[Dark Mantis]

Obviously if you physically can't get there then email is your next best option. Make sure you keep all the replies from them though as you might need them later. It may well be worth phoning them as well as it is sometimes useful to talk to them in real time. Don't be put off for any reason though as you are in the right here and it is absolutely digusting the way they have treated you!

[dCrypt]

hugo19941994, I would appreciate that you post any progress about your issue, as your story and mine are very, very similar (in fact, the only difference is a motherboard, instead of a graphics card).

I will open my own thread explaining my case.

Kind regards.

[Dark Mantis]

hugo19941994, I would appreciate that you post any progress about your issue, as your history and mine are very, very similar (in fact, the only difference is a motherboard, instead of a graphics card).

I will open my own thread explaining my case.

Kind regards.

Hi and welcome.

Yes I would agree with you that opening your own thread is always best as it stop confusion.

[hugo19941994]

It looks like this is finally coming to an end. After another month or so of waiting and angry emails, a Gigabyte employee has sent me an email explaining why it took so long for the problem to resolve. Apparently Traxtore bought the graphics card from France, but filed the RMA and complaint in Spain, therefore no one took action...

As soon as there are any other news or the card arrives I will post another update.

[Dark Mantis]

Oh well, fingers crossed that finally it will get sorted out in your favour.

[hugo19941994]

Yesss!! Today my new card finally arrived. Yesterday the shop called asking for my address and less than 24 hours afterwards it arrived.

Thank you Dark Mantis for encouraging me to take a stronger stand with Traxtore and Gigabyte support. Sending emails and making a little fuss does indeed work at the end!

[Dark Mantis]

Only too happy to have been able to help you. Usually determination pays off in the end but enjoy yourself now with your new toy!