PNY Tech Support

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J

JSJ

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Jun 5, 2013
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If anybody here is considering buying a PNY graphics card, I hope you won't ever need technical support for it. The guy I got on the phone with about returning a bad video card was a complete d-bag. I don't know if they are all like that but I regret getting their card just to save a few bucks instead of just getting another card from EVGA. EVGA actually gives a damn about their customers.
 
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I actually had a really easy time on the phone with PNY, followed up by a simple e-mail for a no-questions-asked RMA. With the lifetime warranty, these things are really important, since it's almost inevitable that at some point over the lifetime of your video card it will likely have some error and you will need to call tech support. It's great to know that when my card needs to be returned, at any point in the future, I'll get a new one from the latest generation to replace it. With EVGA, you hope that if it fails, it fails within three years, otherwise you're out.
 
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I've returned the card but I don't have high hopes that they will replace it.
 
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Can you let me know what happens? I had an RMA approved for a problem with the idle clock speeds (so not a major problem preventing me from gaming. I didn't actually follow through since I didn't have a replacement card to use while waiting for a replacement. I plan to re-do the RMA later once get a cheap card to throw in there. I'm curious to see how it goes for you, if they give you a hard time about a replacement. I really want to know if they upgrade your card to a current generation (assuming your card is an older model).
 
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Yep, I'll let ya know. It's a now previous generation card that they still make so I won't get any upgrade (which is no biggie, I just want the card replaced) I won't be able to help you on that front. From what I've read though, they are kinda flaky on that issue. I guess like anything it's "luck of the draw". I'd give more details but just on the big off chance that a tech from PNY reads this I don't want to screw myself out of a $300 card because someone gets pissed.
 
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I heard some bad things about PNY support, but I've not had any experience with them personally. I was very close to buying one recently but it was actually the retailer I didn't trust.

I expect replacements will be performance-based replacements so an old GTX480 would be replaced by a GTX570 or GTX650 Ti Boost (i.e. equal-performing cards). I would also be interested to know how it turns out though (I ended up getting an EVGA).
 
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Well, here is the update that I promised. I received a brand new replacement card (factory sealed in a retail box) in the mail 2-3 days ago.

Here's the full story. When I first started calling PNY about the video card (Nvidia 660ti) it kept sending me straight to tech support's voice-mail. Eventually I left them a message asking for them to call me back. Twenty-four hours later, no call back. So, I figured that they probably stopped taking calls at around 8-9 est. so around 7:30 I just dialed in every 3 or 4 minutes. Luckily enough the call went through and a tech answered after the third try. This tech was a prick from the get-go. After explaining to him what the card was doing and that I was sure it was the card because I took an old 8800gts and plugged it in everything worked fine, but after I put the 660ti back in everything was once again fubar'd. Now comes my favorite part where he lost any and all credibility with me, he interrupted me while I was talking and said "these things just don't malfunction or die this quickly". He must think that these are infallible and made on Mt. Olympus by ancient Greek gods. What made it funny and irritating at the same time though was that he said it in this angry whiny voice. Then he started asking normal questions in an accusatory way in an attempt to find some reason to refuse my RMA request. Finally after telling me, "If I put this card in our test system and it works, I'm just going to send it right back to you" I said, "perfect, that's all I am asking for, can I just please get an RMA number and an address to send this card to". The call ended with him abruptly hanging up after telling me that he's sending an e-mail with the information".

Now I understand somebody having a bad day but this guy went way above and beyond that. When somebody gets to that point at the end of their work day it's a good idea to just either go home or get up and relax for 5-10 minutes until you can deal with your job again.

Moral of the story: When dealing with PNY, if you have one of their xlr8 branded cards, use their xlr8 forum board to request an RMA.
 
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LOL about Mt Olympus :-D Thanks for sharing - I'd heard bad things about their support and this has really made me think twice about buying their products. Sure this is one guy who was beyond unprofessional, but PNY hired him and he's still working there... who knows, maybe I get that guy when I need to return a PNY product. Food for thought anyway! A warranty isn't worth much unless the manufacturer is genuinely willing to honour it.
 
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My RMA request from PNY went nothing like that. I filled out their on-line RMA form. I got an e-mail asking if I had registered my card with them (a requirement for the lifetime warranty). I responded yes, and then got a return e-mail stating, "RMA DONE" with an RMA shipping label attached. That was it.

Thanks for following up with the update. It's nice to hear that you were able to get a new in the box replacement.
 
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I had the same thing, but I got a prompt no problem response when I asked about it. They got the card from me, but they didn't enter it so you can check to verify it was received. I did get a brand new in-the-box replacement about a week later. They sent an e-mail with tracking information so I knew when to expect it. For me, it was a hassle-free, positive experience. In fact, the new GPU has a higher ASIC (quality) score than my old one, runs cooler, and overclocks a lot better. And it still has the lifetime warranty. I am quite pleased.
 
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What kinda card did you get? and also mine caught on fire so im hoping the rma works!

 
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I was hoping they would be all out of the GTX 580's that I RMA'ed. Apparently, they still have a good stock of the GTX 500 series. I still can't get over how much better this card is than the one I returned to them. It even runs at a lower default voltage, yet still overclocks much better and runs cooler at the same time.
 
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was it a newer model?
 
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what broke on yours?
 
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It seems to be exactly the same model that I sent in, a GTX 580. I had originally requested an RMA for an issue where my GPU wouldn't return to idle clocks, 51 MHz, and instead stayed at 405 MHz when not gaming. They approved the RMA, but I didn't follow through since it didn't happen all the time. Then, my GPU started to slowly run at hotter temperatures, getting higher gradually over a period of a few weeks. Finally, my GPU just died. I then e-mailed to see if they would re-issue my previous RMA, which they did on the spot. Two weeks later the process was finished with a new GPU.
 
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Okay so now after sending it in it took over a week to even tell me they received the card and it's been 4 days since they have had it dodo now i play the waiting game of they replace it, it will be a miracle cause it caught on fire
 
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okay well after 3 weeks I now see that they are sending me a downgraded card a gtx 650 2gb i am very disappointed if they aren't gonna have the gtx 550 ti in stock then they should have sent me an upgrade, I am gonna call and complain about this
 
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Yes i now see that in the different benchmarks done but i also see that on new egg that version is the same price as the gtx 650 ti now if i had sli and they sent me this normal 650 i'd be upset but after seeing the different benchmark charts i see that it was just a chipset upgrade from fermi to keplar. also i made a fake receipt so i shouldnt be complaining at all heheh :pt1cable: thanks pny for accepting my reciept template i filled in but hey i deserve the warranty cause it is supposedly a "lifetime warranty" but I think since now the gtx 550 is a legacy product is the lifetime over?
 
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I would think lifetime means lifetime, so the warranty is now extended to your new 650. We should probably check that out though.
 
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