BF2S Forums The Guide To RMA's

PLOT

OK, so you just got into building computers and overclocking, and now you feel you are in need of an upgrade so you can get the few extra MHz you crave. You go online to your favorite computer store and buy a new motherboard. In a few days you receive a box at your doorstep; it's themotherboard you've been anxiously waiting for. You rip apart your computer and throw it in...a DOA.

What do you do?

Luckily, I am here writing this FAQ for you.

CALM DOWN

This is the first step in the process, fairly simple. You're not going to get on the phone and start screaming at somebody, demanding a replacement. You have to realize that your new hobby is bound to have a few problems along the line, just as every other hobby. A lot of people in the forums here have probably been through 5+ RMA's before, I know I have. Yes, it is frustrating and a waste of your time, but by following this guide, I will help you make the most of your RMA process. Once you are chill proceed to the next step.

CONTACTING THE MANUFACTURER OR RETAILER

It is best to contact the manufacturer instead of the retailer, and you should do it as soon as possible. The manufacturer usually will give you the best treatment in your RMA process, and, if you’re lucky, you may get a few goodies along the way for your misfortune. If you cannot procede with a RMA with the manufacturer for obvious reasons (location, limited associations, etc) then you should go ahead and continue the process with the retailer you received your item from.

Now you may have a choice; how will you contact the provider? Some providers offer both an email and a telephone number you can contact them at. This is your decision, are you better at typing and editing a professional RMA query, or do you feel you are a persuasive talker? From my experiences, I have had better success talking to a representative by phone, because there is a faster exchange of messages being sent back and forth.

Sometimes you will not have this option, and you will have to contact the provider by the way they tell you to.

THE COMPLAINT

Before you call / email the RMA department, you want to have both your serial number and model number handy. They will be sure to ask for this right off the bat. You also want to have a description of the defection of your item, but you DON'T need to supply it to the representative unless he asks for it. This is especially important if you are doing something..sly. You shouldn't need to lie to RMA your item, and if the representative doesn't ask what's wrong with the item and how it came to be, you don't need to tell him.

Main thing: keep it short and simple.

If you are legitimate in your RMA, you will surely end up with an RMA number if you follow these steps correctly.

GETTING "GOODIES"

Oh boy, now the fun stuff. So, you've completed a successful, simple RMA before, but now you crave MORE out of your process. I am here to help you sooth that crave.

*Please note, there is no guarantee in RMA goodies, and you should probably not attempt to get any if you feel your complaint would turn rude and unmanageable. These steps may not be suitable for novices.

EXPRESSING YOU DISAPPROVAL / DISCOURAGEMENT

Expressing your disapproval or discouragement is the key in getting RMA goodies. This can be the tricky or fun part, however you want to look at it. Now, you don't want to flame the representative here, you just want to explain how you have a defective item and it has caused you hardship and you would really love a quick replacement, or however you want to put it. The way the provider sees it, they'd rather keep their customers happy than lose them and get a bad review.

If it seems that the representative won't budge, proceed to the next step.

ASKING FOR FREE RETURN SHIPPING

If you can't get the provider to give you a free T-Shirt or coffee mug along with your RMA, try going after free return shipping. From my experiences, this is the most successful. While communicating with the representative, you should express your disapproval in having to pay for the return shipping, as it is not your fault that your item was defective. With some careful complaining and persuasion, you should be able to convince the representative to send you a FedEx / UPS shipping sticker to ship back your item.

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EXPERIENCES WITH MANUFACTURERS

-ASUS

If you were the lucky person to receive a defective ASUS item, you're in luck! ASUS has a GREAT RMA department. My experiences with them are that they don't even ask what happened.

On their website, find the RMA number. DON'T use the email RMA form. When you call and get ahold of an operator, ONLY say, "I need to RMA a motherboard." I've done this three times and they don't even ask what the problem is, they just go ahead and begin the process. Make sure you have your model and serial number.

If they DO ask for an explanation, say the computer doesn't start up with the board and that you have replaced the PSU and checked the memory. That'll be good enough.

You'll have to send it in with an RMA number on the box. If you are feeling adventurous, try explaining how this is inconvenient that you have to pay so much money to ship it to them. They sometimes send you a FedEx sticker.

Once, ASUS sent me the wrong motherboard, and I called them about it and they sent me the correct board without asking for the return of the other one!

The only bad thing about the RMA is that they say it may take up to 10 days for the RMA to process..AND IT ALWAYS DOES. Make sure you have a backup computer if you need it for those days.

Good luck!

-OCZ

You are in even better luck if you have to RMA a defective OCZ item. With a short message of your disapproval, while talking to OCZJimmy, you may be entitled to an upgrade on your memory, a T-Shirt, a mug, and plenty of other goodies!

When I had an extensive RMA situation with OCZ, I was able to get an upgrade from my 1GB Platinum kit to a 2GB Gold kit, a mug, a T-Shirt, and a nice OCZ representative dress shirt! Whoooooo, I was very happy!

Have fun!

-XFX

So, I recent had to RMA a 7800GT 256mb after it died due to a hard volt mod. You file the RMA request through an online help desk. After a day or two they will send you an RMA number and information on how to get it serviced.

Continuing with the procedure, I sent in my card. After about a week of not receiving the card, I decided to call in, where they apologized for the wait, stating that they no longer manufacture 7800GT's and, instead, they will replace me with a 7900GS. They said they would call me within a day to give me a report on status. Satisfied, I hang up.

The next day, they do not call me, so I call them. Again they apologize and bump me up to a 7950GT 512mb!! Overly-satisfied, I hang up and receive my card with a few days.

I highly recommend XFX, they may not be too quick on their support, but, if you call in, things will go your way.


-Seagate

*CONTRUBUTED BY BURN*

Seagate has an okay RMA department. My experience with them was horrible. The drive in question was not "in stock" for a month. When they had told me the drive was shipped, I recieved the wrong drive!

You can normally get them to give you free overnight shipping. Make sure you express your dismay and disappointment with the product.


-Corsair

*CONTRUBUTED BY RuSo*


Just fill out the RMA form on their site and will they ask you some questions and give you some suggestions to fix whatever problem you are encountering. Tell them that memtest is giving you an error on both modules everytime, and they'll direct you the RMA form on the site. Fill it out and you receive an RMA number.

I didn't get any goodies, just brand spankin new modules.


-Ultra

*CONTRUBUTED BY mahtareika*



I bought an Ultra X Connect PSU on EBay and it died two days after I put it in my system. I called Ultra and explained the situation, they asked me to fax or e-mail a copy of the invoice(I did, it was for $18. LOL) and then he processed my RMA. Not bad! I was suppressed the were so cool about the hole thing. I will be receiving a replacement in two to three days and reimbursed when they receive my bad one.


-Western Digital

*CONTRUBUTED BY tubnotub1*


On my first build I bought two OEM Raptors for RAID 0. Everything went well for 3 months until one day I came home and booted up only to find that one of the Raptors had died. I went to their website, filled out the RMA form, gave them my credit card number, and requested a cross-shipped drive. My drive was shipped out 1 day later, and received in 3 days, my credit card was not charged. Upon receiving the box I found a pre-paid shipping label with which to ship back my broken Raptor. Shipped it back, 4 days later received an email telling me the RMA process was complete and that my RMA was closed. I was charged NOTHING. Overall was a great experience... I would recommend WD RMA anytime lol.


-Plextor

*CONTRUBUTED BY idunnowutimdoin*


I sent them an e-mail. Got no answer, so I called after a week. The guy tried to troubleshoot for me over the phone, but it didn't help. He said just send it back to them, and a few days later they sent me a new drive. Same model, different serial number, and I registered the new one on their site just like I did the first.


-ABIT

*CONTRUBUTED BY BURN*


After trying to reach Abit's RMA department by phone for two days now (Friday and Monday, today), I have decided to make a big stink about it. I will not buy another abit board unless it is handed down from God, their customer service is absolutely horrible. I cannot believe that they would not pick their phones up for two days now. It's absolutely irritating to not be able to reach a live person at their desk.

Here's a big thumbs down to you, abit!


-DFI

*CONTRUBUTED BY Prosser13*

DFI are ****tards. It's going to block that so I'll spell it out:

with capital F.

They want me to ship my motherboard, at my own cost, to Holland from the UK. WHY DIDN'T THEY TELL ME BEFORE I WENT TO HOLLAND FOR 4 DAYS?!



M experience with them was not too great either. They seem professional on the phone (California location) but their actual support is the opposite. Sending them a faulty board, they found a major problem with it but decided I wanted it back unfixed. Calling them again they let me use their UPS account to send the board back a second time, this time it being returned fixed. The support could use a little work lol.



-BFG Tech

*CONTRUBUTED BY Ross1308*


Well these guys are great to get an RMA they have warehouses all over the world which is good for people in the UK and other parts of the country. You just call there support centre and just say i (Whatever the trouble is you have) then say you have updated your drivers and BIOS also tried different RAM and they will say, ok what where goingto do is replace it for you simple as that you send them the Defect product they send you one back, it is a very fast service as well. One thing i must add they are not as Good as EVGA because EVGA let you OC your cards and burn them out and they will still send you a new one BFG dont.


-Intel

*CONTRUBUTED BY ninjinsamax3*


I had an RMA with intel and it was a very quick process. I just called them and asked them for a RMA; they asked what was wrong and I said, my computer does not turn on and I have switched all my parts except the processor, and they just gave me a RMA. I sent it the processor back to them (whole package) which took around a week to get to them or less; then they sent it back within a week. So I took around 1 week to get it back.


-Gigabyte

*CONTRUBUTED BY wierdo124*


Gigabyte is a great manufacturer, but unfortunately, has a pathetic RMA department. I had a defective DS3L and tried to RMA it, and they e-mailed me back when they "had the chance", did NOT keep me informed whatsoever, and it's hard to find their RMA department in the first place. I first emailed tech support about my issue, and they didn't seem to know much (they said my DS3L rev2 wouldn't work with my E8400 without a BIOS flash), and when i told them i knew damn right it would, they finally gave me the website to their RMA department, reluctantly. (rma-gigabyte.usa.com) I had to fill out my system specs, like normal, but they didn't have half the stuff updated. I had to enter "other" for RAM because the highest speed they had was PC3200. The highest CPUs they had were P4s, and they didn't even list Vista as an OS. They emailed me a week later after harassing them, and said they had received my ticket, and to send the item to an address. That's it. Unsure, i sent it to that address, and TWO WEEKS after they had received it, the status on their website was still "Open". 3 weeks after, i received my new DS3L, but the status was STILL open on their site. This whole time, i only received ONE email, telling me where to send it. NEVER got to talk to them on the phone, they stuck me on hold and left me there. They just left me in the dark the whole time. Don't get me wrong, i love their boards, but if you need to return something, don't plan on getting it done anytime soon.

FINAL RATING: 2/10 - Don't waste your time.