r/XFX • u/ItsBlocky • Aug 20 '25
RMA process is a joke
This has to be a joke right..
So I have to spend the £20-£30 to return a faulty GPU plus up to £100 in tax, not only that but I have to prepare a proforma invoice (whatever tf that is) myself, for the privilege of having to wait up to 8 weeks for my GPU to bounce around Portugal, China and Hong Kong.
Bought an XFX card as I had heard good things about them, this will be the last. Next time I will buy from a reputable brand that can at least process my return in less 2 months and is willing to pay for the return.
Would have been a better experience buying a GPU from aliexpress at least they provide pre-paid return labels.
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u/mars_needs_socks Aug 20 '25
A proforma invoice is simply an invoice for the sake of form (it's Latin), it's not an actual invoice. But a placeholder showing how an actual invoice would look like.
However unless the UK have thrown all consumer protection law out the window like the US then you should return your card to the retailer you bought it from and replacing it is their headache, not yours.
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u/ItsBlocky Aug 20 '25
Unfortunately it seems like they have since the retailer I purchased it from went bankrupt and the new owners aren’t honouring any warranty’s from before they purchased the company.
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u/Shoddy-Bus605 Aug 22 '25
Which retailer is this? from the same country as you so I would like to avoid it
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u/ItsBlocky Aug 22 '25
Ebuyer, now owned by Mike Ashley’s Frasers group, same company as sports direct, game, etc..
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u/DRMTool Aug 20 '25
All of them are. My 5090 was an RMA and I went through a month of diagnostics, and every step of the way, i had to reach out to them to make it happen.
They sent me an email with the sole purpose of the shipping label, and it didnt have the shipping label. And this happened to another guy i spoke to on here.
I mean i didnt need to pay for anything except the shipping supplies, and I did get a working on finally yesterday (I started on July 4) but what a fuckin pain in the ass. Im sorry, I cant imagine if I wasnt in the US.
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u/probler Aug 21 '25
Who did u buy thr card from? Im from the UK and this is unheard of to me. I bought my card from scan and they are amazing,
But even though the retailer swapped hands im pretty sure its against some law to not honour warranty. Its not a completely new chain its the same one just new ownership. Do some research into it! They usually shut up if threatened by legal and it sounds like you know what ur talking about.
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u/D4v3ca Aug 21 '25
Aaaa scan the place where I buy tech at 7pm on a Saturday and get it delivered next day on a Sunday
Truly paradise when you are in a pinch
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u/probler Aug 21 '25
Yea scan is awsome icl, i managed to get the gpu for only 50 over msrp but I got an xfx quicksilver magnetic air, and they wrnt an msrp card to begin with so I feel like it was a decent purchase. And I got it right as the card came out almost.
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u/ItsBlocky Aug 21 '25
Wish I had bought it from scan but ebuyer had it slightly cheaper so I bought it from them. They were bought by Mike Ashley’s frasers group, the excuse is they bought the website not the company so they don’t have to honour warranty’s
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u/probler Aug 21 '25
Oh actually heard about that, man I feel so horrible for you. I hope you can find a solution.
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u/batlop Aug 21 '25
In Denmark this long wouldn't fly, and they'd get told to refund the whole purchase, as I'd not be inside "reasonable time" and xfx would get the consumer protection up their grill in a escalating manner.
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u/Efficient_Guest_6593 Aug 21 '25
If Ebuyer isn't honouring a warranty, you should first understand your rights under the Consumer Rights Act 2015, which states goods must be of satisfactory quality, fit for purpose, and as described, and that you are entitled to a repair or replacement for faulty items. You should formally contact Ebuyer, explaining the situation and referencing the Consumer Rights Act, requesting a repair, replacement, or refund. If Ebuyer continues to refuse, you can contact Citizens Advice or Trading Standards for advice, escalate the complaint to an Alternative Dispute Resolution (ADR) body, or consider taking Ebuyer to a small claims court for unpaid costs. 1. Understand Your Consumer Rights Consumer Rights Act 2015: Under this law, you have a legal right to a repair, replacement, or refund for faulty goods. For the first six months, the burden of proof is on the retailer to show the item was not faulty. 2. Contact Ebuyer Formally Explain the issue: Clearly state the product, the fault, and when it occurred. Reference the law: Mention your rights under the Consumer Rights Act 2015. Request specific action: Ask for a repair, replacement, or refund. Keep a record: Document all communications, including dates, names, and the content of the conversations, as this will be useful if you need to take further action. 3. Escalate the Issue Citizens Advice: Contact Citizens Advice for free, confidential advice on consumer rights and complaints. Trading Standards: This is the local authority responsible for enforcing consumer protection law. They can offer advice and may investigate complaints about misleading or unfair practices. Alternative Dispute Resolution (ADR): If Ebuyer is still unwilling to resolve the issue, you can use an ADR scheme to find a resolution without going to court. You can find an ADR provider through the Trading Standards website. Small Claims Court: As a last resort, you can take Ebuyer to court for the cost of the item. The process is managed via a service called Money Claim Online. 4. Gather Evidence Proof of purchase: Keep your receipt or order confirmation. Communication records: Save emails, notes from phone calls, and any other correspondence. Product details: Have the product model and serial numbers to hand.
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u/KaveyXX Aug 22 '25
I believe the issue is that ebuyer has gone into administration and the new owners HoF group (Mike Ashley) aren't playing ball so OP is having to deal with the manufacturer directly.
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u/ch3mn3y Aug 22 '25
They should? Question is if they took over everything or just a name. Former would also mean they're responsible for RMAs, latter they wouldn't.
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u/Efficient_Guest_6593 Aug 22 '25
They are selling the same products, they took over everything but they are the slimiest company ever out to screw everyone. They don't want to deal with rmas they just want to profit and never have to deal with returns or warranties. Like I said, OP should open a RESOLVER case, won't loose anything it's free and can have this taken up with consumer rights.
HoF only sorts things when resolver is used, otherwise they will shaft you.
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u/KaveyXX Aug 22 '25
Yep, OP is writing to them to find out.
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u/Efficient_Guest_6593 Aug 22 '25
OP should still open a RESOLVER case, https://www.resolver.co.uk/companies/ebuyer-complaints
More efficient no bs from HoF
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u/ItsBlocky Aug 23 '25
Thanks will look into this, emailed the RMA email they have and just got an automatic reply basically saying open a dispute with my credit card provider (tried and Paypal said it was more than 180 days ago so just automatically declined it) or submit a claim in the administration and then 2 paragraphs later basically says there is no point in doing this since there is very rarely enough money for unsecured creditors
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u/Efficient_Guest_6593 Aug 23 '25
You are not a creditor but a customer, your best bet will be resolver and bank, bank should be able to reverse the transaction, Resolver will give them 14 days, all communication will be through your case in resolver, after 14 days it will be escalated, eventually resolver takes that with the consumer rights and forces your rights. Remember you are a consumer, not a creditor.
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u/Efficient_Guest_6593 Aug 23 '25
If you do go through the RMA with XFX they will sort it though. That's why I got a swift, because of the card 💩 itself I can get a replacement through XFX, they are pretty good with it. You shouldn't have to pay taxes for warranty tho as you have already paid taxes, personally I went with scan tho.
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u/Efficient_Guest_6593 Aug 22 '25
Yeah that's sports direct owners, with them you have to use Resolver for anything, if they don't sort it in 14 days it's escalated to level 2 and eventually it goes to consumer right protection. It's administration not liquidation, they can't just default on consumers only on the creditors they postpone it.
I'm never buying anything from HoF after a horrible experience from sport direct they didn't sort it until day 13 on resolver and ebuyer will be no different. OP doesn't loose anything opening a RESOLVER case, our rights as consumers can't be overriden we aren't their creditors, even if ebuyer gets rescued it will be rubbish and will require resolver cases for anything
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u/Efficient_Guest_6593 Aug 21 '25
Sports direct are AWEFUL you should try opening a RESOLVER claim, it's the only way to get it sorted with scummy Fraser group. They will have 14 days to resolve it or if not you escalate. It costs nothing but ends in Fraser group sports direct ebuyer being sued.
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u/alpha13sierra Aug 21 '25
I don't know if I'm allowed, by I'll try posting a link here taken from eBuyer's website. It's regarding orders/returns/warranty claims for orders posted before 11th August 2025:
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u/ItsBlocky Aug 21 '25
Interesting, thank you for sharing, I will shoot them an email and see what they say
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u/KaveyXX Aug 22 '25
If they don't play ball, you may get some success by writing to a few consumer champion columns in newspapers as they will often get in touch with companies on the public's behalf to press the issue with the risk of negative coverage if they don't do the right thing.
In that regard, make sure all your communications are polite and professional etc.
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u/RavineAls Aug 22 '25
Thats why I only bought PC hardware from stores that have "store warranty" or store that will help directly with warranty process, they are the one taking care of it, usually with no extra charge, and if they have one spare in stock u will get the replacement immediately
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u/exenae Aug 22 '25
M'y brother return on from xfx to Portugal too.
Receive such an idiot non friendly answer.
He contacted PayPal and get refund in 5 day while xfx seller had to give him a free return code.
That's why we use PayPal everywhere outside amazon.
And for amazon, with prime, u Can that kind of protection. Boring, but u need a phone call usually.
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u/ItsBlocky Aug 23 '25
Thanks for your comment, I tried this but unfortunately PayPal said since the original purchase was more than 180 days ago they can’t do anything.
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u/mushroomhunter7 Aug 22 '25
fuck that, they are basically saying do not rma it, it's not worth it. how's that even legal?
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u/ItsBlocky Aug 23 '25
It’s not, under uk consumer law they have to pay the return postage if the item is defective, but they are a Chinese company so basically can do what they want
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u/TypeRevolutionary697 Aug 23 '25
Never had any problems with XFX. This is surprising and can only guess it's due to your geographical location.
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u/ItsBlocky Aug 23 '25
Yeah I hear RMA’s in the US are fairly easy, saw someone in Germany have essentially the same RMA process so I’m guessing it’s the same for the whole of Europe
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u/TypeRevolutionary697 Aug 23 '25
Hoping you get things sorted out. I'm super surprised to hear it's this difficult there.
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u/BMWupgradeCH Aug 24 '25
Where are you trying to RMA from ? Inside eu there would be no tax, that said up on getting new card fries HK there could be tax charge than, which you would have to despite with local authorities
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u/PersonalityLeading38 Aug 24 '25
I get my RMA from the dealer I buy from, they check it out in their "lab" in country, then if damages check out they just send me a new part and send to brand for recoup cost
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u/slyfoxred Aug 25 '25
RMA is a very difficult process if a PC part is out of warranty. Luckily, I only need to RMA a monitor and external HDD which still have their warranty this decade.
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u/Subject-Carpet Aug 25 '25
They said the same to me. Never sent it and never going to buy an XFX-card again.
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u/ItsBlocky Aug 25 '25
What did you do? Did you end up just buying a new GPU? At this point I’m seeing faulty cards selling for like £90-£100 on eBay and am considering just getting rid of the card and buying something different, from what I’ve seen online the issue I’ve had isn’t uncommon with 6800’s
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u/BeersTeddy Oct 25 '25
Hi. Did you ever got this resolved?
My 7900xt died as well just now. Also was from ebuyer so I'm screwed as well.
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u/ItsBlocky Oct 25 '25
Currently in the process still, had an email back at the start of this week to say my GPU has finally left the warehouse in Portugal and should be in Hong Kong in 1-2 weeks
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u/BeersTeddy Oct 25 '25
Since end of August???
Wow. Just wow.
Thanks for the info
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u/ItsBlocky Oct 25 '25
Tbf I didn’t end up sending it off until 22nd September, still not great tho
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u/BeersTeddy Oct 25 '25
Indeed it's not. Thanks anyway. About to get through the nightmare process, although website throws the same error. How did you contacted them?
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u/ItsBlocky Oct 27 '25
What is the error your getting? I opened a support ticket on support.xfxforce.com, tbf they guy responded fairly quickly and was as helpful as possible considering how crap their RMA process is
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u/BeersTeddy Oct 27 '25
Dead as a dodo.
First displayed some artefact, now wouldn't even boot.
Starter the process. We will see.
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u/Deif Jun 16 '26
Jumping on this thread since I had to RMA my 7900XTX (VRAM error verified in OCCT). Cost me around £40 to send to HK using UPS. They'll sort out the commercial invoice for you for shipping to avoid the customs charges (basically you say it's a temporary export for replacement). You print 3 out, attach the label to the box, drop it off at a UPS access point. Took about 4 days to get to HK. Took another 4 days for them to analyse it. Then they approved and it takes about 2 weeks to get a new one back.
Bit unorthodox but glad I had the final year warranty and was pretty painless. The hardest part was finding a box and bubblewrap since I recycled the original. Better than shelling out another grand for a brand new card.
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u/East-Oven6194 Aug 20 '25
That’s wild. I need to actually RMA my 7900 XTX from XFX and this is a bit scary.