Zotac Graphics Card

[X1O1X1O]

Hi,

 

Around 2 years ago I purchased a Zotac GPU, it came with warranty that would have ended on the 31st of December 2011.

 

I believe on the 23 or 24th of that month (before the Christmas holidays)

I contacted them to ask when my warranty runs/ran out on this particular product.

I did not mention at this stage that it had gone faulty.

 

I received a reply after the new year asking for more information, part numbers, purchase invoice, etc.

 

We exchanged a few emails and all was going well until out of the blue they told me the warranty has expired and the card will not be replaced.

 

I stated that I had contacted them within the warranty period but they said that I did not mention at the time that the card was faulty,

and that I only asked about the warranty itself.

 

I argued for a while going back and forth but then I eventually gave up. This was around 3 months ago.

 

I was clearing out a few things today when I found the GPU and thought I'd try one last time to see if there is any hope in this case, as I belive there is.

 

If a conversion begins at a certain point in time, it should be considered the same conversion.

Not separate ones.

 

At the end of the day, this is an email service which could take up to 3 days for a simple reply. I asked a question within the warrenty period, I received a reply outside of it.

 

Thanks!

Edited July 17, 2012 by X1O1X1O

[dx100uk]

http://www.oft.gov.uk/business-advice/treating-customers-fairly/sogahome/forcustomers

 

warranty is EXTRA on top of your stat rights under soga

 

makes NO ODDS the warranty has expired

 

dx

[X1O1X1O]

Hi, so how do I go about wording my next email to them? It has been a while. Thanks for the reply friend!

[dx100uk]

dear sirs

 

your item has failed within what SOGA defines as a 'resonable' period it would be expected to continue to operate for.

 

please advise the address to return the item to for you to effect a repair/replacement/refund under SOGA.

 

Your warranty is in addition to my statutory rights detailed under SOGA, though in this instance, it failed just inside your deadline.

 

i await your comminication upon this matter

 

dx

[X1O1X1O]

Awww, forgot to mention one thing. The store I purchased the GPU from closed down not long after I bought it, however Zotac offer a service where you pay them £25 to deal with you directly in the case the outlet you purchase their products from closes. I never actually purchased it directly from Zotac.

 

Does this change the playing field? Sorry, it completely slipped my mind.

 

PS: thanks for the reply btw, I will use your post as a template

[dx100uk]

by the time you've paid postage + the £25 is it worth it?

 

not exactly sure how soga works to a manu

when the retailer is bust

 

dx

[X1O1X1O]

We'll I paid £75 for the card, so even if they replace it with a £50 one (cheapest they have in their current line-up) then yeah I suppose it is

 

To explain it in detail… When you buy a product of Zotac from an outlet and that product goes faulty, you take it back to the outlet within the standard 2 years warranty and the outlet sends it off to Zotac to have it repaired/replaced.

 

However If the outlet goes bust/closes down, you can pay £25 to Zotac for them to remove the middle man so to speak. One way or another all roads lead to Zotac.

[dx100uk]

no

 

SOGA says the product should last a 'resonable time'

 

i would expect such a product to be inline with the rest of industry say 4yrs

 

no 'warranty' 'changes' your statutory rights.

 

have you actuall apprached Zotac under soga.

 

they should honour it as the retailer is dead.

 

dx

[MaxxPower]

Is it the retailer itself that closed down and was an independent store? Or just a branch of a retail chain?

[locutus]

Also how did you pay?

[andydd]

Is 4 years reasonable ?. Personally I'd be a bit surprised if it was that long, CPU's (and GPU's as here) are very hard working and do have a limited lifespan especially if they are not looked after, fan is broken/slow, CPU/GPU is overcloscked, PC is full of dust, etc.

 

Personally after 2 years I'd just buy a new one.

 

Andy

[locutus]

With the price you quoted, and if they do the bare minimum, you will spend more time and money chasing this than you could ever hope of getting back, and with £30 probably getting a better card than that one today, personally I'd write 1 letter detailing why they've given a low standard of customer service, and this is their last chance to make it up or lose a customer for ever. After that ignore it and buy a different brand in the future

 

If you paid by credit card, you could talk to your card issuer, say you bought this and it's gone wrong and the retailer is no longer around... worth a letter to them aswell I guess

[X1O1X1O]

Well here's a little update.

 

I wrote them out an email, mentioned SOGA a few times (thanks dx100uk for you're template) and surely enough I received a reply a few hours later asking for more information located on the card. I promptly sent that back to them, again mentioning SOGA and how it failed within the warranty they provided anyway.

 

This was 7 days ago. So I sent them an email on Monday asking for an update but still no reply.

 

I was going to wait till the end of the day to send them an email giving them a deadline to resolve the matter but not quite sure how I would draft it. Not exactly to sure what to say if they don't meet that deadline. Lol.

 

Any suggestions? Thanks for all the help thus far. If it wasn't for you guys I doubt they would have even replied to me.

[dx100uk]

there is no remit for any 'deadline'

 

i'd wait a bit.

 

dx

[X1O1X1O]

there is no remit for any 'deadline'

 

i'd wait a bit.

 

dx

 

Thanks! Will keep you guys posted!

[X1O1X1O]

Revived a reply yesterday... A bit appalled really. They simply keep writing the same thing over and over again. This is the third time I have received this:

 

"Sorry but you did not put in a claim within the warranty period, you simply requested information on you're warranty a few days before it expired..."

 

They basically ignored everything I wrote and gave me a response not relevant to my email.

 

Now what?

[Nagasis]

On what date did you actually inform them the gpu was faulty?

[X1O1X1O]

On what date did you actually inform them the gpu was faulty?

 

I requested infomation on my warrenty as I knew it will end somewhere in the month. Turned out to be the 31st. I emailed them on the 25th but never got a reply till the 7th of January. They told me not to worry and to simply follow the steps but then out of the blue they said that they will not cover the card any longer as it was out of warranty.

 

I explained to them I was in contact with them since the 25th but they wouldn't have any of it so I gave up. This was way back in February.

 

I thought I'd give it one more try using a more legal approach but obviously that never worked either.

[X1O1X1O]

Anyone?

[Nagasis]

SOGA doesn't apply as they are not the person/firm/retailer to have sold you the item.

Zotac are not obliged to replace as it isn't under warranty and no fault was reported within the warranty period. Requesting information about a warranty is not reporting a fault or making a claim on the warranty.

Also Im unclear why you asked about your warranty on christmas day when you state you knew the warranty expired at the end of that month which was 6 days after sending your email and it was over the christmas and new year period. If you knew it expired in 6 days time (as of 25th December) what else was you asking them?

I personally think your flogging a dead horse unless zotac offer a replacement as a gesture of goodwill which they have said several times they will not.

You could keep complaining to see if they will change their mind but they arn't obliged to.

[locutus]

I would also point out that all the retailer would have to make is a partial refund based on the use you have had, and if they have disappeared I feel you will be left chasing your tail. In your position, I'd buy a replacement and move on. Tell Zotac that you will not buy anything of theirs again, and you will put negative reviews online wherever you see their name due to them weaseling out of their guarantee.

[X1O1X1O]

SOGA doesn't apply as they are not the person/firm/retailer to have sold you the item.

Zotac are not obliged to replace as it isn't under warranty and no fault was reported within the warranty period. Requesting information about a warranty is not reporting a fault or making a claim on the warranty.

Also Im unclear why you asked about your warranty on christmas day when you state you knew the warranty expired at the end of that month which was 6 days after sending your email and it was over the christmas and new year period. If you knew it expired in 6 days time (as of 25th December) what else was you asking them?

I personally think your flogging a dead horse unless zotac offer a replacement as a gesture of goodwill which they have said several times they will not.

You could keep complaining to see if they will change their mind but they arn't obliged to.

 

I didn't know when it was going to end that is why I emailed them to find out however I knew it would be within the month. I didn't anticipate to receive a reply 2 weeks later.

 

I phoned them several times before hand but they told me to email the relevant department as they couldn't pull up the warrenty details there and then for some reason. If they had of confirmed it was still in warranty I was simply going to put out a request for RMA it is that simple.

 

Nobody's flogging of dead horses mate.

 

Regarding SOGA. Zotac take full responsibility over their products if the retailer you purchased it from goes bust. So not sure if what you say applies? They may not have sold it to me but they took responsibility of it.

 

Thanks!

[X1O1X1O]

Hi,

 

Sorry to bump such an old thread. I just want to know if anyone can shed some new light onto the matter. I'm sure there is a way as suggested several times, however Zotac simply refused to accept SoGA as an excuse and constantly pointed to their own warranty period.

 

Many thanks!

[dx100uk]

warranty is nowt to do with it here

 

strange lot!

 

dx

[locutus]

SOGA is the contract between yourself and the retailer however, so the manufacturer has no bearing in this contract other than the fact that they offer a 2 years guarantee.

 

Again... how did you pay? If by credit card you could tell the card supplier the retailer has gone bust and the card failed within the warranty period and what you would consider an unreasonably short time and see if they offer any recompense.