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So what has happened to BFG RMA/support ?

Discussion in 'Graphics Cards' started by kevpuk, 16 Sep 2009.

  1. kevpuk

    Mobster

    Joined: 12 Jul 2005

    Posts: 2,996

    Location: Just over your shoulder

    Have to say I am disappointed, having long been a user and fan of BFG.

    Recently had to RMA my 8800GTX OC, and duly went through the online process and posted off Friday 3rd September via RMSD. Royal Mail tracking showed it arrived, as expected, the next day (Sat 4th September) and so I patiently waited for a few days to see the RMA status update.....which it did not :(
    Seeing how Jeff from BFG seems to have been most helpful with others on these forums, I thought I would drop him a mail (September 9th) which he kindly replied to the next day (September 10th), stating along the lines of 'looking into this'.
    So nothing for few more days until the RMA status page updated on the 14th to show the card had actually been received (10 days after it actually was ?!).......
    I have sent a further mail to BFG support, and cc'd Jeff, but it seems that no response has been deigned necessary from either :(

    So, in a nutshell, I am - I think - duly disappointed with BFG. My one previous RMA experience had been nothing short of excellent, pretty sure I posted to such effect on these forums, but this time is unacceptable. I had always thought that the little extra cost of BFG cards had been worthwhile against the quality of support/service - on this evidence, it would appear that I am somewhat mistaken :mad:
     
  2. bobert50

    Mobster

    Joined: 1 Mar 2007

    Posts: 4,260

    ouch, thanks for the heads up and hope it does get sorted eventually.
     
  3. philstanbridge

    Man of Honour

    Joined: 18 Oct 2002

    Posts: 8,235

    Location: West Coast of Scotland

    Sorry to hear that - maybe the card has been misplaced or something. It's quite easily done. You'll probably end up with something brand new to replace it.
     
  4. HazardO

    Underboss

    Joined: 16 Jun 2009

    Posts: 7,631

    Location: Cambridge

    Maybe there's been a "cost cutting exercise", or perhaps Jeff has been on holiday? I wouldn't give up yet. Sometimes things fall between the cracks, so it's worth giving them the occasional remider.
     
  5. kevpuk

    Mobster

    Joined: 12 Jul 2005

    Posts: 2,996

    Location: Just over your shoulder

    It is disappointing :(

    I have always been so pleased with BFG cards I have owned and the one previous time i needed to RMA (ironically, the same card type) the whole process was speedy and left me totally confident in the brand and fabled support. Problem is now, all that good work seems to have been undone !
    The length of warranty is, of course, excellent, but - that said - I rarely keep a card for more than a fraction of 10yrs.......and many other manufacturers now offer similar (EVGA ?) or approx. 3yrs (ASUS, Gigabyte) and thus the 'value add' of the BFG cards has suddenly become a doubt in my mind.

    Naturally, I am sure that I will receive a replacement (struggling along with a weedy X300 :p ) and sincerely hope that it is the same card or a proper equivalent. That is the only other concern I have now, with the 8800GTX OC perhaps no longer available as a replacement, and I do not want to end up with something inferior (eg 9800GTX or even, really, a GTS250)

    Still, I will keep the community updated :) Good to share.......my therapist says.... (note: not actually got a therapist, but erring that way :p )
     
  6. AnDyR0o

    Gangster

    Joined: 12 Jun 2007

    Posts: 121

    Sorry to hear that mate, i must say i have had nothing but great service from BFG. I hope you get this sorted soon.
     
  7. kevpuk

    Mobster

    Joined: 12 Jul 2005

    Posts: 2,996

    Location: Just over your shoulder

    1x good, 1x not good....unless they can totally redeem this one !
     
  8. petriodet

    Wise Guy

    Joined: 25 May 2009

    Posts: 1,103

    mistakes happen it's just the way things go. but we are very impatient people and expect thing to be done quickly, it's the way our generation has been bought up , fast food, nextday del and credit cards are pure examples of what we expect.
     
  9. BYTEr

    Wise Guy

    Joined: 2 Oct 2004

    Posts: 1,046

    Believe it or not I'm in the exact same position, expect mines a 8800 GTS 640MB and I haven't emailed jeff, but sent RMSD on the Fri 3rd, according to royal mails tracking system it arrived next day but BFG say they received it on the 14th.

    Similar thing with OcUK with a motherboard, sent on the Thu 2nd, royal mail tracking system states it was arrived the next day the but OcUK say it was received on the 11th, put in a complaint via webnote but as of yet no response.
     
  10. EffBee

    Wise Guy

    Joined: 9 Dec 2006

    Posts: 1,329

    It is a sad fact of life that the business suits cut support costs very quickly when times get hard.
     
  11. Silent UK

    Hitman

    Joined: 11 Apr 2009

    Posts: 996

    Location: Leeds, UK

    Just wanted to give you a heads up to give them a 2nd chance, as I waited for about a week for my 8800GTX to get replaced with a 1GB 250 OC :)

    So with luck you will ge the same card or better, taking into account the extra delays you've had aswell!

    *Oh and this was only about 2weeks ago too
     
  12. ac1d1ty

    Wise Guy

    Joined: 26 Jan 2007

    Posts: 2,470

    BFG had lost support from me due to their INCREDIBLY inflexible warranty scheme. You purchase a state of the art graphics card, sell it on even only a month down the line and BAM, suddenly no warranty.


    :(


    That saying, its a personal choice and I respect that, and BFG have always been polite and curteous.
     
  13. hardtarget

    Gangster

    Joined: 1 Feb 2004

    Posts: 422

    Location: UK

    A few years back I had a BFG6600GT suddenly stop working and within 3 days I received a brand new replacement I hope you get sorted soon.
     
  14. sturmtruppe

    Hitman

    Joined: 27 Feb 2009

    Posts: 571

    Location: Hinckley

    dont forget to take into account the disruption caused by royal mail strikes.

    Ive been posting letters all month to places only like 10 miles away which have been taking over a week to arrive at the destination, which has subsequently gotten me into trouble because there were doubts id actually posted the items, until we found out there had actually been some kind of industrial disruption.
     
  15. The Asgard

    Soldato

    Joined: 27 Jan 2003

    Posts: 5,663

    Location: Chesterfield, UK

    To be fair this applies to most of the manufactures. From memory it's only XFX that allow you to transfer the warranty to a third party. Seems a missed opportunity to me.
     
  16. Deks

    Hitman

    Joined: 1 Sep 2004

    Posts: 554

    Location: Dewsbury

    I bought a BFG 8800gtx oc2 a couple of years back and I had to snd it back to BFG on 4 different occasions. The first time I got a 8800gtx oc2 back but this failed within 3 months. The second time they sent me back another 8800gtx oc2 and this didn't even work (i was very dissapointed as it was costing me postage each time to send back at my expense.) The third time they sent me an 8800 ultra. When this failed thank goodness I didnt get an overclocked 8800 series card back but a GT260oc maxcore. And this is still working perfectly :)

    I have to say on the 4 times I had to send cards back, they always replied to an email with 2 days and the max I had to wait from sending a card back was 1 week.

    I really hope you get sorted out as BFG have probably got the best reputation out there for their superb after sales warranty

    Keep us informed

    Deks
     
  17. kevpuk

    Mobster

    Joined: 12 Jul 2005

    Posts: 2,996

    Location: Just over your shoulder

    True, I accept that there have been postal issues, but the point here is the card was sent RMSD on the 3rd Sept, and received on the 4th Sept - per RM tracking. It was the 14th before the RMA tracking website acknowledged receipt ! I can understand a couple of days for the webpage to get updated, but feel that the gap here was a little high.
    And then couple this to the fact we are now on the 17th and still no indication of despatch and no response to emails.....I guess that once the replacement is despatched, there may be a couple of days or so before receipt, due to RM action, but does not appear to have even got this far :(

    As for me, my one previous RMA to these guys was nothing short of excellent, more or less a week complete turnaround. This one, however.....

    It is worth pointing out that upon initially raising the RMA request, the response was speedy (within 24hrs) and so I guess there may be an SLA they are monitored on there.....but it seems that further along the chain, this goes out of the window, based on my current scenario.
     
  18. ntarki

    Associate

    Joined: 8 Sep 2009

    Posts: 35

    never had a bad experience with BFG :o

    sorry to hear that
     
  19. kevpuk

    Mobster

    Joined: 12 Jul 2005

    Posts: 2,996

    Location: Just over your shoulder

    So, update !

    My wife has just called to say FedEx delivered a package from BFG.....and it is.....

    A GTS250 OC 1GB as here

    Naturally, I will need to plug it in when I get home.......but I guess my question to the afficionados out there is whether or not this is a reasonably comparable card ? At the moment, I game @ 1680x1050 on a Dell 2005FPW, but am in the process of upgrading to 1920x1200.....was pretty happy that the 8800GTX OC would have been fine for most stuff @ this higher resolution, but have no idea about the GTS 250 OC 1GB......

    Any thoughts ?

    Oh, and good news that it seems to be resolved, from an RMA perspective..... :)
     
  20. queamin

    Mobster

    Joined: 17 Nov 2005

    Posts: 3,511

    I would think it would be a bit faster but not sure about bandwidth your gtx might have more than the 250