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Xfx-Usa Reviews (17)

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ Contact Name and Title: [redacted] - XFX CS Contact Phone: XXX XXX XXXX Contact Email: ***@xfxforce.com Hello, We're sorry you are having issues with your replacementIf what you say is true, and you shipped your card to the wrong address we wouldn't be responsible for the packageIf you paid a postal service to deliver a package, and they delivered it to the wrong address, not the one you provided, they would have to handle your claimIf they did ship it to the correct address and it was never received by our system, that is different of coursePlease email me at ***@xfxforce.com and I will start investigating this issue for you

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Contact Name and Title: ***- Community Leader Contact Phone: XXX XXX XXXX Contact Email: ***@xfxforce.com Hello [redacted] , This shouldn't be a problem if its covered under the lifetime warrantyPlease visit xfxsupport.com and create a support ticketonce you have a ticket #, please send us the receipt and ticket# and we will issue an RMA # for warranty servicingyou can email me directly at ***@xfxforce.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Are you kidding me? Did you even read my complaint? I've already created a ticket, and sent in the graphics cardXFX is refusing to honor the warranty after I sent my card in to XFX, which is the whole reason I had to make a complaint to the Revdex.com, as well as to the California State Attorney General's officeThe ticket number that I've already made was included in my original Revdex.com complaint Final Business Response / [redacted] (4000, 9, 2015/09/30) */ Hello [redacted] , I apologize for the confusion, I had only the simple text of the complaint, now I see it fully I want to apologize if you feel our Technician team was less than satisfactory in the customer service fieldWe've found that finding a team member with good balance of technical skill and empathy is somewhat more difficult than one might expect, especially when expressed in text I have re-read the entire case So here's what I gatheredYou have a with post artifactsFor the uninformed, post artifacts are considered 100% graphics card related and the simplest thing to recreate in a lab testIn the world of graphics card failures, its one of the few certainties for "who and why." You told us you had post artifacts, we tested it, it doesn't have post artifacts and passed all testing we could throw at itWe cannot find anything wrong with this cardIf it had post artifacts, it definitely wouldn't have loaded windows or passed any benchmarkingThat being said, I also read you have tried two other cards that work perfectly in your systemin our line of work, once every few months or so, something like this happensThe "un-explainable" we'll call itIn cases like these, we revisit everything, ask you to test the card on other computers if possible, the whole yards because it shouldn't happenbut to your written account, it isIn summation, the point of the warranty is to make sure you get a working card in hand and that is the point of my position here as the representative of the Revdex.com at XFXSince the card is in hand, I am going to replace it with an equivalent model in our newer seriesThat should resolve any further issuesThank you PsPlease understand [redacted] wasn't intending to be disrespectfulHe is a veteran technician that works off logic and test resultsIt is important for him to stand behind his findings as he is ultimately responsible for testing and diagnosing thousands of cards per monthThat being said, I have reported your complaint and informed him that he is expected to work on his customer service [redacted] at XFX Final Consumer Response / [redacted] (2000, 11, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I'm disappointed that it was this difficult to get a replacement, I am happy that one is on the wayI have received a confirmation email from XFX that a replacement card is on the wayI appreciate that [redacted] has a much more customer-centric attitude than the other employees of XFX

Hello,We're sorry you had trouble getting your rebate approved Whom did you call? our support number is [redacted] and we usually Force approve any rebates as they are inquired about I suspect you contacted Afligo, the rebate company and had trouble with them?Either way, what is your [redacted] rebate tracking #? I will manually over ride it for you.Thank you [redacted] at XFX

If EVGA made a special case for you, then you should understand that is not their policy and they went above and beyond From EVGA's Website (http://www.evga.com/support/warranty/graphics-cards/) "EVGA may assist with offering a prepaid shipping label, if requested, within days of the original purchase date from an authorized reseller."We offer the same service if its within days Your case was different it was well over a year when you had an issue.These are simply the rules laid out before us I cant reward everyone with special treatment for trying to shame us on twitter.We look forward to your product arriving Thank you

Initial Business Response / [redacted] (1000, 5, 2016/04/25) */ Hey ***, We're sorry you are upsetMy records show you requested an RMA for product, then sent a different product in with a different serial #your warranty return isnt applicable to all XFX products, just the one with the approved serial # I also show your card was repaired and returned back to 100% functional condition and is currently on its way back to youIf you have any questions, please let us knowXFX Support

Okay, I have contacted [redacted] to manually overturn your Rebate approval If you have any questions, please let us know.If this case is closed, please kindly close it.Thank you

Hey ***,We understand that this card was purchased from Ebay, however, Ebay is not an authorized retailer of our new products. Occasionally, Best Buy, Newegg and other authorized retailers will list and sell on Ebay, and on those cases I can use those receipts. However, if it
wasn't purchased from a retailer we provide warranty coverage to, we wont have warranty coverage for it. If a person decides to sell the card they bought on Ebay, despite claiming its new and never used, its still will not have a transferable warranty. When you buy a product off Ebay, or any 2nd hand website for that matter, you get a discounted price because its typically not "New" and its assumed there is no warranty coverage. If you wanted warranty coverage, you need to contact the manufacturer first and find their policy on buying things 2nd hand.Unfortunately, there isn't anything I can do with this case internally, but I do recommend contacting Ebay or the seller to see if they are willing to provide any warranty coverage.*** at XFX

I am rejecting this response because:
Hi ***, Thanks for the quick reply, attached below is the requested information that the business representative has asked forYOUR REBATE APPLICATION INFORMATION: E-mail Address : *** Rebate Tracking Number:
*** Rebate Offer: *** Rebate Item: XFX RADEON RX GTR 8GB GDDRTRUE OC 1288MHZ Rebate Item UPC number(s): Reward Award: Service level Fee: Final Award:

Initial Business Response /* (1000, 5, 2015/09/29) */
Contact Name and Title: [redacted]- Community Leader
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@xfxforce.com
Hello [redacted],
This shouldn't be a problem if its covered under the lifetime warranty. Please visit xfxsupport.com and create a...

support ticket. once you have a ticket #, please send us the receipt and ticket# and we will issue an RMA # for warranty servicing. you can email me directly at [redacted]@xfxforce.com
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Are you kidding me? Did you even read my complaint?
I've already created a ticket, and sent in the graphics card. XFX is refusing to honor the warranty after I sent my card in to XFX, which is the whole reason I had to make a complaint to the Revdex.com, as well as to the California State Attorney General's office. The ticket number that I've already made was included in my original Revdex.com complaint.
Final Business Response /* (4000, 9, 2015/09/30) */
Hello [redacted], I apologize for the confusion, I had only the simple text of the complaint, now I see it fully.
I want to apologize if you feel our Technician team was less than satisfactory in the customer service field. We've found that finding a team member with good balance of technical skill and empathy is somewhat more difficult than one might expect, especially when expressed in text.
I have re-read the entire case.
So here's what I gathered... You have a 6790 with post artifacts. For the uninformed, post artifacts are considered 100% graphics card related and the simplest thing to recreate in a lab test. In the world of graphics card failures, its one of the few certainties for "who and why." You told us you had post artifacts, we tested it, it doesn't have post artifacts and passed all testing we could throw at it. We cannot find anything wrong with this card. If it had post artifacts, it definitely wouldn't have loaded windows or passed any benchmarking. That being said, I also read you have tried two other cards that work perfectly in your system... in our line of work, once every few months or so, something like this happens. The "un-explainable" we'll call it. In cases like these, we revisit everything, ask you to test the card on other computers if possible, the whole 9 yards because it shouldn't happen... but to your written account, it is. In summation, the point of the warranty is to make sure you get a working card in hand and that is the point of my position here as the representative of the Revdex.com at XFX. Since the card is in hand, I am going to replace it with an equivalent model in our newer series. That should resolve any further issues. Thank you.
Ps. Please understand [redacted] wasn't intending to be disrespectful. He is a veteran technician that works off logic and test results. It is important for him to stand behind his findings as he is ultimately responsible for testing and diagnosing thousands of cards per month. That being said, I have reported your complaint and informed him that he is expected to work on his customer service.
[redacted] at XFX
Final Consumer Response /* (2000, 11, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I'm disappointed that it was this difficult to get a replacement, I am happy that one is on the way. I have received a confirmation email from XFX that a replacement card is on the way. I appreciate that [redacted] has a much more customer-centric attitude than the other employees of XFX.

Initial Business Response /* (1000, 5, 2015/09/17) */
Contact Name and Title: [redacted] - XFX CS
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@xfxforce.com
Hello,
We're sorry you are having issues with your replacement. If what you say is true, and you shipped your card to the wrong address......

we wouldn't be responsible for the package... If you paid a postal service to deliver a package, and they delivered it to the wrong address, not the one you provided, they would have to handle your claim. If they did ship it to the correct address and it was never received by our system, that is different of course. Please email me at [redacted]@xfxforce.com and I will start investigating this issue for you.

I am rejecting this response because:
This isn't special treatment, this is the second Fury X, XFX branded card I've had fail completely in less than a year, the first one failing within the 14 day exchange policy with Best Buy and they happily exchanged it for me (I do have receipts to prove this) this is a case of a a subpar product that I paid nearly $700 for. It is absolutely unacceptable for a premium enthusiast level product being used just to play games at this high of a price point to fail twice within a nine month period and it's not shaming it's letting people know that you sell a subpar product and refuse to properly support you enthusiast customers.

Initial Business Response /* (1000, 5, 2016/01/04) */
Hey [redacted],
We're sorry you had trouble acquiring a replacement part. Unfortunately, the holidays had us pretty well backed up and we apologize for the delayed responses in the support system. When you request a replacement fan, we either...

ship a brand new one, or have to salvage one from a different unit. We apologize for the miss communication on that fact, however, we stand behind any replacement part we send and will gladly send another if it fails. If you have any questions or outstanding issues, please let us know.

Hello,We're sorry you had trouble getting your rebate approved.  Whom did you call?  our support number is [redacted] and we usually Force approve any rebates as they are inquired about.  I suspect you contacted Afligo, the rebate company and had trouble with them?Either way, what is your [redacted] rebate tracking #?  I will manually over ride it for you.Thank you[redacted] at XFX

Initial Business Response /* (1000, 5, 2016/04/25) */
Hey [redacted],
We're sorry you are upset. My records show you requested an RMA for 1 product, then sent a different product in with a different serial #. your warranty return isnt applicable to all XFX products, just the one with the approved...

serial #.
I also show your card was repaired and returned back to 100% functional condition and is currently on its way back to you. If you have any questions, please let us know. XFX Support

Okay, I have contacted [redacted] to manually overturn your Rebate approval.  If you have any questions, please let us know.If this case is closed, please kindly close it.Thank you

Hello Mr [redacted].I responded to your complaint via Twitter, provided you the RMA details and information and gave you the best customer support experience we could offer.Our warranty policy state that the owner is responsible to get their product back to us safely and by their own method/cost....

 Once it arrives, we take care of the rest.I'm sorry you disagree with our standard RMA practice.  If you investigate other company warranty policies, its the same.  Only retailers sometimes offer prepaid shipping.Ill be looking forward to seeing your product arrive and hope you have no trouble moving forward.Mark at XFX

If EVGA made a special case for you, then you should understand that is not their policy and they went above and beyond.  From EVGA's Website (http://www.evga.com/support/warranty/graphics-cards/) "EVGA may assist with offering a prepaid shipping label, if requested, within 30 days of the original purchase date from an authorized reseller."We offer the same service if its within 30 days.  Your case was different it was well over a year when you had an issue.These are simply the rules laid out before us.  I cant reward everyone with special treatment for trying to shame us on twitter.We look forward to your product arriving.  Thank you.

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