Complaints

This profile includes complaints for Xfx-Usa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Xfx-Usa

  1215 E Acacia St STE 101 Ontario, CA 91761

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  Xfx-Usa

  1215 E Acacia ST STE 101 Ontario, CA 91761

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.

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Purchased a 6750xt last year. Had full failure within that first year and had to send the card off for ***. Was told I would receive a new card back. That didn't happen and I received a heavily used and slightly damaged card as a "replacement" reached out and was told that is my only option and "I get what they have". Terrible customer service and really bad way to treat a customer. I decided to just deal with the refurbished card seeing as it still was "under warranty"Not even 5 months later and the card I was sent as a replacement has failed. I reached out to customers service again. It's been over a week of back and forth because they can't seem to answer more then once a day. I am now being told I have to once again pay the cost of shipping and send the card back to them I will have payed over $100 in shipping 1/4 the price of the original card. I want a new replacement and you to actually honor your warranty as you should've initially. Worst customer service experience I've dealt with in a long time.

  Business Response

  Date: 12/20/2024

  Hello *******,

  Our warranty terms are clear about how replacements are issued, please see our website or read this quote (***********************************************************************************)

  "How will you fix my product?
  ?We use new and refurbished parts made by various manufacturers in performing warranty repairs and in building replacement parts and systems. Refurbished parts and systems are parts or systems that have been returned to XFX, some of which were never used by a customer. All parts and systems are inspected for quality. Replacement parts and systems are covered for the remaining period of the limited hardware warranty for the product you bought. XFX owns all parts removed from repaired products."

  We are sorry you aren't happy with our *********** terms.  I understand your complaint and that your frustrated.  You had one for a year, then it failed.  You had a replacement that lasted another 5 months.  Logically, it seems like your system is killing the video cards in your possession.  We are happy to offer that 3 year warranty to help replace the GPU's and get your system back online.  However, odds are, your next video card is probably going to fail in 5-12 months.  You need to be using a *** or something to regulate voltage like a ***.  Maybe its the power supply causing it?  Video cards should last decades.  Either way, we will continue to offer that warranty for the full 3 years of the original receipt date and the terms of that agreement.

  Its worth mentioning, we dont put a limit on warranty replacements within that 3 year period and the reason, among others, is we dont need to.  Video cards dont fail very often, let alone twice in a year, unless something external is damaging them.  We will help you diagnose that, but we will use our ticket system moving forward for technical support related dialogue.

  We are a small team andwe're all familiar with your case, lets solve it together.

  Mark at XFX

  Customer Answer

  Date: 12/23/2024

  Blaming me for you card failure is amazing and actually shows how you take care of your customers. The GPu was used in two completely different systems with different PSU and Mobo. 

  Ita not my fault you cards are failing let's make that very clear. I've built systems professionally for over 15 years and NEVER  have I experienced failures like this. 

  It's only your cards. 

  You team has yet to fulfill the *** as of last week on the 20th

  Tou "techs are non responsive and obviously very uneducated if the answer is blame the customer. 

  I expect you to pay for the *** shipping cost being within 5 months. 

  You sent out a faulty card to replace the initial faultly card that didn't even make it a year. 

  Ive requested to be contacted outside of your terrible *** system and you all refuse. 

  This company is completely unprofessional and breaking consumer laws.

  Business Response

  Date: 12/27/2024

  Hi *******, 
  
  Unfortunately, its not always clear what causes failures in computer components like this. The very nature of building your own custom computer involves an almost infinite number of hardware combinations, this product cannot operate without interactions with other components. As a result there are very real possibilities of outside interactions causing damage. We dont mean to insult you by point this out, but it is something that we have to talk about and think about when it comes to multiple failures. By your own admission, this unit worked for 5 months. It wasnt faulty when we sent it to you.
  
  Its also possible the unit did fail as a result of a component within the card prematurely failing, its rare to have 2 failures like this but not impossible.
  
  We have approved your RMA so you can have the unit serviced under our limited warranty. We have never denied or refused to honor the limited warranty. 
  
  Unfortunately our limited warranty doesnt cover the shipping to our service center, but we will take care of any costs related to diagnostics, repair/replacement as required as a result of manufacturing defect, and shipping back to you.
  
  Regards,
  ****
  

  Customer Answer

  Date: 12/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:06/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  XFX is failing to honor lifetime warranty due to asking for an invoice that was generated back in 2011. ****** doesn't have it and my email doesn't go back that far. XFX already has a copy of my invoice when I first registered the product for Lifetime Warranty. They have since then changed their support website several times since and has not kept the old information. I have RMA'd this product once already, so they would already have my invoice.

  Business Response

  Date: 07/01/2024

  Hello ****,

  I need to clarify something if we're going to have an honest interaction here.

  **** is correct that a receipt is required for the lifetime warranty policy.  ***********************************************************************************

  This serial # is is 10 years old.  ****** does keep orders, i receive ***** year old receipts somewhat regularly.  The reason you are having the issue is because you lost access that original account for unknown reasons.

  Part of our lifetime warranty policy is verifying the dates with the receipt.

  We do not keep copies of invoices or receipts, nor have we ever seen your receipt as its not required for registration.
  

  You have not ***'d this product, but its possible you were sent replacement fans 5-8 years ago.

   

  All that to say, I can tell this serial # and registration is in framework of our requirements (except the receipt) and typically we let these slide, so im not sure why **** didnt ask for an exception on this one.  

   

  I have approved the *** request, please check your ticket for the update.  XNAZ70011

   

  Mark at XFX
  

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  XFX Corporation *******, ********** is blocking my Warranty Return request. Please read the *** file I have included with this complaint. I have even more information, but due to size limitations I was unable to include it. I have four(4) of these XFX Graphics cards purchased at the same time for $140 each. BTW - Once I uploaded this complaint then I received an error message to try again and also a message stating the complaint had been uploaded.

  Business Response

  Date: 11/15/2023

  Hey *******,

  This is the person you are working with on our support system.  No one is blocking your RMA.  BBB wont speed up the claim, it just gives me extra work and slows everyone else down.

  You have already sent your receipt in and received an RMA #.

  Send in your video card and lets close your case.

   

  Thank you

  Customer Answer

  Date: 11/16/2023

   I am rejecting this response because:
  
  First, I apologize for not responding to you immediately. I had to take a step back for several hours due to the amount of unnecessary stress brought on by XFX's improper handling of my warranty claim. Being told that because I questioned them, then my claim was about to be closed and that was very unsettling for me. In my attempting dealings with XFX I provided information about the MagnusonMoss Warranty Act and I repeatedly asked for contact with another person at XFX that actually understood US Warranty Law. Their representative - **** stated he did not know the Law and totally ignored my numerous request to contact someone within XFX that did. This IS why he threatened to close my Warranty request.
  
  Here is a very brief cut and paste summary of the MagnusonMoss Warranty Act as it relates to this case:
  
  Warranty service is provided to anyone who owns the product during the warranty period; that is, the coverage is not limited to first purchasers.
  Warranty service is provided free of charge, including such costs as returning the product or removing and reinstalling the product when necessary.
  There is provided, at the consumer's choice, either a replacement or a full refund if, after a reasonable number of tries, the warrantor is unable to repair the product.
  It is not required of consumers to perform any duty as a precondition for receiving service, except notifying that service is needed, unless it can be demonstrated that the duty is reasonable.
  
  I now have provided the purchase receipts for (4)Four damaged XFX graphics cards, but at the moment only one has completely failed and that is the one unit I am attempting to have replaced. I eventually receive a RMA which requires me to uninstall, package and return at my expense. Return shipping is the responsibility of XFX according to the above stated law. I would then at best receive from XFX a "used replacement" even though I purchased a NEW unit. This means that I could receive a product in even worse condition that I already have. Then I would have to pay start this process over each and every time I receive a defective unit including payingreturn shipping. This is why I rejected XFX's offer. I reject paying for return shipping. I reject of receing a problematic used item. I reject of the probability of going through all of this again. I reject being threatened to have my warranty claim closed.
  

  Business Response

  Date: 11/16/2023

  Hi *******, 

  I want to start with saying that the current offer on RMA will be standing.

  
  I do want to take a moment out respond to your comments regarding the MagnusonMoss Warranty Act.The MagnusonMoss Warranty Act covers 2 types of warranties,FULL and LIMITED. The XFX warranty is a LIMITED warranty.

  The provisions and clauses that you have referenced are specifically for FULL warranties, and do not apply to the XFX LIMITED warranty.

  The limitations in our Limited Warranty are outlined here: *********************************************************************************** we try to be very clear about what the limited warranty does and does not cover.
  
  The FTC has a very good guide on the types of warranties and what can be covered: ******************************************************************************************

  If you scroll about halfway down the page, they even site an example warranty where postage and other charges could be incurred under a limited warranty.
  This is an example of a limited warranty. It is limited because there are requirements that the customer pay labor and postage charges,and that the customer return a registration card.
  
  Hopefully that helps clarify the warranty.

   

  Again our standing RMA offer will remain.

  
  Regards

  Customer Answer

  Date: 11/16/2023

   I am rejecting this response because:

  I would be stuck with a used replacement that goes by the "3-strike rule" which is the computer components industry standard. This means that when a defective unit (motherboard or graphics card) is returned for warranty then nothing is repaired except  obvious damage and then cleaned. It is only when that particular unit is returned 3 times as defected, that the unit is permantly removed and during this process customers suffer. I have previously experience this and an industry executive has told me how this works - information straight from the top. This is 'just' one of the reasons I reject this response. I have been told by XFX rep **** that bending/bent brackets are suppose to be that way from the factory. The lack of factory quality control is the reason I received (4)four NEW damaged XFX graphics cards. The brackets can be bent, but never should be purchased NEW with brackets bent to the point the bent and damaged brackets damage the *** causing this unit to fail prematurely.

  With all that I am going through with XFX then I have no choice but to reject this response. I reject getting even more failed XFX units. Since these (4)four units came in damaged then I have no choice but wonder if these cards were actually NEW? If XFX can guarantee that I can return their so-called repaired units without me once again paying shipping during the 3 year warranty period then I will accept it. Other than that personal guarantee in writing, then I will continue to fight against XFX for selling garbage and denying warranty service.
  

• Initial Complaint

  Date:12/05/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hi,
  
  I'm contacting you becuase I bought 2 video cards *** RX-560 in july 2020 through a courrier of Amazon (tiendamia.com) from Argentina. The cards started in 2022 with some technical issues until they became unusable and I began a technical support with XFX.
  After several rounds and rounds (among which they didn't answer for 40 days and I had to complain here in bbb.org, and also they refused at first to carry out the RMA); reluctantly they agreed to accept a RMA.
  Here was born another "inconvenience", they refuse to pay shipping or refund, it's ridiculous that I the consumer had to pay for the warranty, is the obligation of the manufacturer. Also add that the shipping costs are gigantic (average 250 usd, when each card has a 120usd cost), adding that there are no guarantees that they will meet their obligations.
  Below I add the invoice and a copy of the orders.

  Business Response

  Date: 12/06/2022

  Hello *******,

  
  

  Unfortunately, tiendamia.com is not an authorized distributor.  This serial # was sold to a distributor in N. America and somehow ended up being imported to Argentina where you purchased it.  

  
  

  We have a 3 year warranty on this product in N. America, which means we provide a warranty for up to 3 years from the date of purchase from the authorized retailer, in our region.

  
  

  Under that 3 year warranty, in N. America, this is a simple and affordable process.

  
  

  Your video card was bought and resold in a different region, which complicates shipping costs and warranty durations.  I am happy that people are finding ways to import to South America more easily, but it does cause a wrinkle in the warranty claim.

  
  

  There are numerous factors as to why S. America has a shorter 2 year warranty, but one of them is the retailers obligation to cover the first year of the warranty, locally.

  
  

  So to summarize the issue with your case.  We do not provide prepaid labels for RMA's.  Your RMA is technically out of warranty and out of region, but I can work with you on it because it is a manageable and reasonable claim that we can accommodate.

  
  

  I will leave your RMA open for 30 more days if you do decide to ship it in.  Of course, we will pay to ship it back.

  
  

  I hope this provides a bit more explanation to your concern and hopefully resolves this issue.

  
  

  Mark at XFX

  Business Response

  Date: 12/13/2022

  Using a 3rd party courier service does not grant special loopholes from manufacturers.

  
  

  Your region, South America, is granted a 2 year warranty for *** cards sold in your region.  This is 1 year less than the *** 3 year warranty in North America.

  
  

  You purchased a North America card and imported it to South America and are asking for not only the 3 year warranty, but insisting we pay for shipping to and from.

  
  

  You are not going to receive a prepaid shipping label because no one in either region is given a prepaid shipping label.

  Your North America region (3 years) on the product you imported technically isn't covered out of region unless you are willing to pay to have it imported.  We sold it in our region and cover it in our region.  If you want us to ship it to your region, we would ask you provide the shipping label and take the risk, then we can ship it anywhere you like.  This is common in Asia and Africa, but in South America, you would usually buy locally.

  
  

  All that being said, i'm still giving you an RMA on a product that should be out of warranty in your region, but still in warranty in ours.  Since i'm covering it under the N. America warranty, you are expected to pay to ship it to us and pay to import it back out of our region into yours.

  
  

  At this time, our position is fixed.  We have already made an exception for you in saying we would pay your return shipping despite being out of region.  If you insist on trying to negotiate using the BBB, we will retract our offer to pay the return shipping back to you and treat this case by the terms of our warranty agreement.

  
  

  You need to decide if you want to use the RMA and ship it in for warranty service.  If the price is disagreeable from the courier services, you can also decline the warranty service.  Shipping from Florida to California is $10-15.  You imported it to Argentina, which changes your shipping costs from $40-120, which is why you are trying to push the cost back to us.  It's not our responsibility to cover your shipping costs wherever you move.

  
  

  This is the end of this complaint.  There is no more discovery here.  This is an attempt to use the BBB as a threat and leverage to exploit a public image for extra services that are clearly out of our the warranty terms.

  Customer Answer

  Date: 12/16/2022

   I am rejecting this response because:
  

  
  

  Obviously *** have questionable and unhealthy policies and ways (not to say that demostrated me that *** are a fourth rate company). From the beginning they behaved unprofessional, no answer for 40 days, no answer also by phone, and step by step fighting for them to fulfill their obligations.

  
  

  At the time I did RMA with Intel, Gigabyte and Kingston, with no problems, took some time but those companies behaved consistently with their obligations.

  
  

  Nowhere does the consumer have to pay the company to take over the warranty, even inside US. Not only that it does not correspond but that it does not make sense to spend 150usd of shipping for cards that value 100/110 usd new. I also keep in mind that they are not reliable to repair or replace the cards.
  

  
  

  ---> https://www.amazon.com/review/RQHM********T/
  

  
  

  I will continue using BBB or DCA as I please and I decide when my complain to finished. At NO time I decline the warranty. I dont need to exploit nothing, we reached this point  becuase of your breach.

  
  

  I've already wasted too much time and energy, it will stay also for DCA complaint (protected the consumer by commercial law) to resolve or to fine *** and serve as a warning to future *** possible buyers.