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Business Profile

Home Electronics

Zotac USA, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/09/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Subject: Warranty Dispute for ZOTAC RTX 3060 Ti Twin Edge LHR SN: N222100030212 I am facing an issue with ZOTACs authorized distributor in ****** refusing warranty coverage for my ***, claiming its 2-year warranty expired. However, ZOTACs policy states a 3-year standard warranty (extendable to 5 years) for RTX 30-series cards in ******. My card was purchased less than 3 years ago (2 August 2022), and on top of that, under Turkish consumer law, warranties start from the delivery date to the end-user, not the distributors bulk sale date. The distributor does not complying with this.Issue: The *** suddenly failed during gaming. After troubleshooting (testing PSU, RAM, and substituting another *** confirmed the issue lies with the ZOTAC card). No physical damage, liquid exposure, or overheating (max temp: 86C during benchmarks; typical usage: *****C). As a last user, I have complied with the warranty terms and havent touch any screws on the product.Distributors Response: They insist on a 2-year warranty, citing a sticker on the box which is leading to their site (no special information, only their supposedly warranty site) and their policy page, and redirected me to 2 year support for ZOTAC products. However, I didn't even know about this distributor until the box of the product arrived, there was nothing visible on page when the sale was made to me that the warranty on Zotac's homepage was not valid and they offered a 2-year warranty, only a link that directed me to their page after the box arrived.I have invoice of products i purchased, already provided to them.Request: Demand rightful 3-year warranty. The distributor must repair, replace, or refund the ***. If unresolved, escalation to ZOTAC support or legal action will follow.Attached:Distributor's supposedly warranty sticker ZOTACs warranty policy.Distributors rejection email. (Names omitted for privacy.)Please ensure compliance with consumer rights, ZOTACs warranty standards.

    Business Response

    Date: 04/09/2025

    Dear BBB representative / Consumer,

    Thank you for contacting us.

    Please note that ZOTAC USA handles warranty support exclusively for products sold and distributed within ****** and *****************. We do not oversee or administer warranty services for products purchased in other regions, including ****** and *******

    For warranty assistance related to purchases made in ******, the consumer will need to work directly with the local authorized distributor or the appropriate ZOTAC regional office responsible for that territory. Based on the information provided, it appears the distributor/reseller is indicating that their 2-year support period has ended and that the consumer should now contact the regional ZOTAC office for further assistance.

    The consumer may submit a technical support inquiry to the appropriate regional team through the following link:
    *********************************************************

    Thank you for your understanding.

    Sincerely,

    Zotac USA

    Customer Answer

    Date: 04/15/2025

     
    Complaint: 23180511

    I am rejecting this response because:

    Dear ZOTAC USA Team,

    Thank you for your prompt response.
    To clarify, I have already contacted multiple parties prior to reaching out to you directly:
    -The retailer that sold me the product,
    -The official reseller/distributor in ****** (who sources products from ZOTAC),
    -The support link you provided (before and after, 2 times in total).
    Unfortunately, none have resolved my issue. The retailer and the official Turkish distributor have flatly refused to assist, redirecting me to an "authorized service center" without further guidance. Additionally, I submitted two separate support requests (in both Turkish and English) through your provided link over a week ago (190 hours) and three days ago (72 hours), but I have yet to receive any acknowledgment or reply.
    The reason I am now contacting you as a last resort is that I did not receive a response to my previous inquiries, and I believe your branch oversees all entities operating under the ZOTAC name. According to your website, ****** is entitled to a standard 3-year warranty, yet I cannot access this service despite repeated efforts.
    Could you please advise:
    Where should I direct my warranty claim?
    How can I escalate this to receive timely support?
    I would greatly appreciate your guidance to resolve this matter urgently.

    Best regards,

    Sincerely,

    Koray Efe

    Business Response

    Date: 04/17/2025

    Dear Koray,

    Thank you for your message.

    We understand your concern and frustration. However, please note that ZOTAC USA only provides support for customers located in *******. For warranty assistance in ******, you will need to work with the regional service provider managed by our global team.

    We have forwarded your case to the global support team, and someone will be reaching out to you via email. In the meantime, we recommend continuing to follow up through the global support portal: **********************************************

    We appreciate your patience and hope your issue will be resolved soon.

    Best regards,
    ZOTAC USA Team

    Customer Answer

    Date: 04/24/2025

     
    Complaint: 23180511

    I am rejecting this response because:

    Dear ZOTAC USA Team,

    Thank you for your response. I understand that ZOTAC USA only handles cases within *******, and I appreciate your efforts on forwarding my case. However, I have not received any communication from ZOTACs regional team despite submitting multiple requests through the webpage (*******************************************************************************) and any of other channels.

    My problem remains unresolved:
    -There is no acknowledgment or follow-up from the team responsible for Turkey.
    -The provided link/portal has not yielded any results.

    I am now requesting direct contact details (e.g., email, phone) for a supervisor, manager, or any individual/team overseeing warranty cases in *******
    If there is no dedicated team for my region, please clarify how to escalate this matter further. I am willing to communicate through any channel -even personal emails of relevant staff- to resolve this issue.


    I reiterate that this is not a critique of your teams efforts but a plea for actionable solutions. Over a month of silence has severely impacted my work, and I urgently need clarity.

    Sincerely,
    Koray Efe

  • Initial Complaint

    Date:01/18/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Avoid Zotac at all costs. Somehow they have a more expensive card yet the worst durability of any card I've owned. I've been through 3 sets of fans over the past 2 years. Also in my opinion they have one of the worst warranty processes. Why would you ask the consumer to send the card in to replace faulty fans? Ridiculous process. Again - avoid Zotac like the plague.

    Business Response

    Date: 02/03/2023

    To whom it may concern,

    Unfortunately we cannot provide replacement fans of our graphics cards for customer to repair themselves as improper installation of such components may cause more serious problems.  Therefore, we would ask our customer to request warranty service instead of repairing on their own.  We apologize for any inconvenience this may have caused.

    Thank you,

    *******

    Zotac USA, RMA Dept.

Zotac USA, Inc. is NOT a BBB Accredited Business.

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