Wootware supposed superior service a lie?

Gnome

Gnome

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Some of you might have seen my previous thread about a eVGA Geforce GTX 660 SC I bought from Wootware.

I bought the card 16/10/2012. My first card I received died on the second day. After that it took a week to get a replacement.

The replacement worked fine initially (few days) but crashed once and thereafter it just got worse. Artefacts and crashes within minutes of running the game.

I then sent an email 18 December to ask for an RMA. Got a call from Wootware saying that they are closing end of the week and therefore will help me new year.

It is the 14th, keeping in mind I haven't had a working GPU since 18 December. Today I get an email that the supplier finally has the card but will only confirm fault tomorrow. Wootware themselves have already confirmed the card does not work for them. However the guy from Wootware's attitude is basically, if they don't find a fault then you get your broken card back, deal with it. Even tough they found it themselves to not be working.

I want to ask Wootware, you brag about superior customer service on this forum. You talk about protecting your customers from suppliers like Esquire (I can get that thread if you like).

But you state to me that you will replace or credit only if the supplier ok's it. Else it is the customers fault, regardless of the fact that they themselves confirmed a problem.

Furthermore aren't my rights under the CPA, replacement, repair or refund?

Keep in mind I've paid for this card months ago and since that time just had issues. I thought I did something wrong the 2nd time the card gave issues so I tried to get it working but in the end it just got worse.

Also there are thread galore on the internet about this card's issues.

How would you guys respond to this situation?
 
I would simply contact my credit card provider, reverse the charges and be done with it.
 
I wish, EFT so to get that money back would be nothing short of a mission
 
CPA is on your side, he must fight his own battles with his supplier. Small claims court, else just tell the local Somerset West farmworkers where they can stage their next protest.
 
Hi Gnome,

I do certainly understand the frustration of having the card fail twice. I'm also sorry for the circumstances that resulted in delay. Both ourselves and our suppliers were closed over the festive season, which has contributed to the longer-than-normal timeframe to handle the 2nd RMA. Given the circumstances, I can understand the reason that you're unhappy.

Once we reopened, we did handle things as swiftly as we could (contacting you on the day we reopened to arrange collection from yourself, testing and sending the card back to our supplier).

If you did indicate earlier than today that you were unhappy with us, I could've looked into things and we could've addressed any issues. Chris did ask on Friday if you were ok with us sending the card back to the supplier, waiting for them to confirm the fault, so that we could issue the credit. There was no indication from your side that you were unhappy with that process, except for your earlier indication today, just after lunch.

However the guy from Wootware's attitude is basically, if they don't find a fault then you get your broken card back, deal with it. Even tough they found it themselves to not be working.
Click to expand...

That would most certainly not be the case. In some instances, our suppliers may be able to find/fix problems that we aren't able to as they have the best knowledge of the respective brands/components that they deal with. This isn't just something that we do, most resellers would follow the same process, since it's prudent to do so.

Just a note, we have received resolution on your problem. Our supplier has gotten back to us, confirmed the fault and we'll issue the credit to you, soonest we have your confirmation as to how you'd like it handled. Chris was going to offer alternatives to you, I would still really like the chance to assist you, but if you're not happy, we can refund directly as well.

There's no problem with posting on the forums if you're unhappy with service, the only thing that I'd recommend, is that you could please firstly let the company that you're dealing with know that you're unhappy and secondly give them the chance to address the issue.
 
Ratwiz said:
Hi Gnome,

I do certainly understand the frustration of having the card fail twice. I'm also sorry for the circumstances that resulted in delay. Both ourselves and our suppliers were closed over the festive season, which has contributed to the longer-than-normal timeframe to handle the 2nd RMA. Given the circumstances, I can understand the reason that you're unhappy.

Once we reopened, we did handle things as swiftly as we could (contacting you on the day we reopened to arrange collection from yourself, testing and sending the card back to our supplier).

If you did indicate earlier than today that you were unhappy with us, I could've looked into things and we could've addressed any issues. Chris did ask on Friday if you were ok with us sending the card back to the supplier, waiting for them to confirm the fault, so that we could issue the credit. There was no indication from your side that you were unhappy with that process, except for your earlier indication today, just after lunch.



That would most certainly not be the case. In some instances, our suppliers may be able to find/fix problems that we aren't able to as they have the best knowledge of the respective brands/components that they deal with. This isn't just something that we do, most resellers would follow the same process, since it's prudent to do so.

Just a note, we have received resolution on your problem. Our supplier has gotten back to us, confirmed the fault and we'll issue the credit to you, soonest we have your confirmation as to how you'd like it handled. Chris was going to offer alternatives to you, I would still really like the chance to assist you, but if you're not happy, we can refund directly as well.

There's no problem with posting on the forums if you're unhappy with service, the only thing that I'd recommend, is that you could please firstly let the company that you're dealing with know that you're unhappy and secondly give them the chance to address the issue.
Click to expand...

Very good response, what I would expect from a good supplier! Hopefully you two can get to an amicable arrangement and then Gnome may call RPM and ask that the thread be deleted.
 
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So read the OP then feel sorry for him. then read Woot's reply and feel less sorry for the OP.

It's just good manners to give the company a chance to fix everything rather than look for attention on your nearest forum.
 
Qwikslver said:
So read the OP then feel sorry for him. then read Woot's reply and feel less sorry for the OP.

It's just good manners to give the company a chance to fix everything rather than look for attention on your nearest forum.
Click to expand...

Nope, you have to admit that the festive season is always a bastid for any supplier and also a frustration for any customer. My anger would be rather be directed at eVGA the manufacturer for selling such garbage.
 
I admit I have been impressed with Wootware and yes they have an excellent reply now that Ratwiz is involved.

When my card failed the 2nd time I specifically sent them an email saying I want a different card. Every email to Chris made that intention clear, he even asked me in my last email if that was still my intention.

When he received it Friday, he told me that he would send it to his supplier. I never said I was ok with that. I never responded to that email because I found it quite annoying, but I decided to accommodate Wootware and left it with no response. (This was 1 week after you had opened already)

This morning I asked him now that the supplier has it can we proceed. His response to me was that he has to wait for the supplier.

After that I asked him why if they confirmed a fault, his response was, verbatim:
I completely understand your frustration and I am trying to get this resolved as quickly as possible, I have to confirm a fault before I can send it in to my supplier and they have to confirm the fault before they can swap/credit the unit.
Click to expand...

My specific question to him was:
So you want me to wait until tomorrow?

You confirmed the card doesn't work, why do I need to wait on Wootware's supplier?
Click to expand...

This was after I had already accommodated the wait from Friday, the whole weekend, till today.

I do not agree that you guys had my agreement about waiting for this supplier. And you did know I wanted another GPU.

So yeah I don't think it was unclear that I was unhappy about waiting day after day. I said in emails before I was getting frustrated with this long process.

I appreciate the response now but honestly feel I am being misrepresented here.
 
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Qwikslver said:
So read the OP then feel sorry for him. then read Woot's reply and feel less sorry for the OP.

It's just good manners to give the company a chance to fix everything rather than look for attention on your nearest forum.
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Bit uncalled for, I complained here because they have given good responses here before and I was being stone walled. My post history will show I have recommended them time & again (I've linked many users to their products)

Also I specifically sent them an email to this thread and invited them to respond.

If I wanted attention I would have gone Twitter & Facebook route which has far more exposure.
 
Two new EVGA cards failing? Chances are quite slim...

Have you considered that your PC might be popping the cards?

Have you installed the latest drivers + EVGA precision?

Is your PSU sufficient for the card?
 
Rickster said:
Two new EVGA cards failing?

Have you considered that your PC might be popping the cards?

Have you installed the latest drivers + EVGA precision?

Is your PSU sufficient for the card?
Click to expand...

Yes I did (drivers, tools, reinstalls, the works), which is why I waited before RMA of second card.
However after trying the following:
Google -> eVGA GTX 660 SC artefact

I realized there was serious problem with this card. Not to mention it has a successor already (rev. 2) that sports a new cooler.

Do the same Google for any other GTX 660. Notice, especially on the eVGA thread how people are asking eVGA why so many people's cards are failing. Other cards may have 1 or 2 people complain with all problems resolved after 1 RMA.

I asked the exact question you did before I RMA'd the second card here on the forum.

My specs are:
Asus P8Z68-V
Intel 2500k + Thermalright HR-02
4xKingston 4GB ValueRAM
OCZ Vertex 3 120GB (latest firmware)
Seasonic X460-FL (rated 460W on 12v rail alone) - Every online review raves about the quality of this PSU
I also had a wall powered fan blowing massive amounts of air into the case just in case it was heat issue.

I have watt meter plug and it reports my PC is using 170 watt while gaming, so the PSU wasn't even being pushed. (Neither the GPU because it reported 50% usage at most with the games I was playing)

If it were the PSU I wouldn't mind upgrading, in fact I was going to buy a complete new setup from Wootware just in case the PC was the problem (Chris said he thought it might be my motherboard).

Also most information online say if the PSU was at fault there would be restarts involved. I have none, first card that died just didn't POST any more, 2nd card showed artefacts.
 
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Rickster said:
Two new EVGA cards failing? Chances are quite slim...

Have you considered that your PC might be popping the cards?

Have you installed the latest drivers + EVGA precision?

Is your PSU sufficient for the card?
Click to expand...

Do you think that the supplier will swap it out twice if its the persons computer popping the cards so to speak. First time I heard something like this. I think it will be clearly visible with advanced testing equipment whether or not its a power surge of some sort. Just adding my 2c
 
Stop trying to OC your card too far?
I have only ever had one card die on me and that was because I tried to OC it too hard.
If I was the supplier and you had two cards fail on you after working for a short while then I would immediately think you or your pc are at fault.
 
You messing with me Rocket-Boy :p

Didn't overclock. Nor do I ever overclock. I have the cash to buy a better card (eg. GTX 660 TI). I bought the GTX 660 because I deemed my PSU would easily handle it and it would not generate too much heat.

I was playing Skyrim @ 1920 x 1080 with all settings max'd and framerates were out of this world. Overclocking would just be pointless :D
 
Here is Guru3Ds power supply recommendation:

GeForce GTX 660 - On your average system the card requires you to have a 450~500 Watt power supply unit.


What would happen if your PSU can't cope with the load:

bad 3D performance
crashing games
spontaneous reset or imminent shutdown of the PC
freezing during gameplay
PSU overload can cause it to break down

Have you had any of these problems?

Source
 
Dunno hey, dealt with wootware before and was beyond impressed with them.
Fantastic service with a possible faulty SSD, vertex.
There service was probably the best I have had so far, besides dealing with Esquire.
 
Rickster said:
Here is Guru3Ds power supply recommendation:

GeForce GTX 660 - On your average system the card requires you to have a 450~500 Watt power supply unit.
Click to expand...

But he has a high quality 460W psu? Most reviews of the 660 you read the test systems barely goes over 300W with the gpu under max load.
 
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