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  1. #1
    Member m715's Avatar
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    XFX Support - What happened? Old accounts gone? How to contact now?

    Anyone have any idea what happened to XFX's support page?

    I initially thought it had been hacked due to the poor layout/construction and engligh, but looking on their facebook page there are lots of people having problems with them right now. I have had an XFX support account for quite a while, with several products registered and can no longer access it. It would appear when they loaded the "new" system they did not migrate accounts over

    I tried using the general contact form but had no luck

    Any ideas on how to contact XFX for support now


    [EDITs]
    -----------------
    CLIFFNOTES:
    -----------------
    - XFX implemented a new support system, caused MAJOR problems, it's bad and still needs work. Had problems contacting initally
    - If you have issues XFX's phone # is: 1-800-880-3225, phone support is nice and will tell you what is needed to get things rolling
    - Once things were straightened out process took about 1 month, might have even been a bit shorter but they were still having major issues when I opened the 1st ticket, keep in might this included time for ground shipping to and from...
    - Bottom line I would buy XFX again, in the end they took care of the problem

    TIMELINE:
    04/19 - opened 1st official support ticket with XFX
    04/29 - Received RMA #
    05/01 - Shipped card via FedEx
    05/07 - FedEx delivered GPU to XFX
    05/10 - Update: GPU with technician
    05/15 - XFX shipped replacement GPU
    05/20 - Received new GPU

    Link to XFX RMA FORM: http://xfxstorage.com/Support/pca_rma_tc_ns.pdf
    Last edited by m715; 05-21-13 at 07:31 AM.
    DESKTOP: THE MONOLITH - [Project Log]
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  2. #2
    Seņor Senior Member Nebulous's Avatar
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    I had to register to be able to RMA my card, and it's still not working for me either

    I found this . Maybe that'll work?

    <MEGA-O>
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  3. #3
    Glorious Follower DOM.'s Avatar
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    Quote Originally Posted by Nebulous View Post
    I had to register to be able to RMA my card, and it's still not working for me either

    I found this . Maybe that'll work?
    that thread is so old

    know someone that was in a middle of RMA for the 2nd time when the site went down for main. and he finally got a email back not even answering his question, he asked asked about getting into the support site

    they sent back "Hello XXX, all the backed up cards will be shipping this week. Our tracking numbers are posted, but I don’t have your number yet. Thank you for your patience."

  4. #4
    Seņor Senior Member Nebulous's Avatar
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    I just called the Toll Free Phone Number: 1-800-880-3225 and the answering service picked up. Message was about business hours m-f 9am-5pm pacific time, if I want to leave a message and someone will call back, blah blah.

    Imma call them tomorrow and see.

    That thread is old, but the number is still working.

    <MEGA-O>
    ASRock Z97 Extreme 6 /i7 4790K De-Lid @ 4.7GHz
    16GB GSKILL Sniper F3-17000CL11D-8GBSR @ 2400MHz
    H2O=XSPC Rasa Black / XSPC RX360 / MCP-655 D5 / MCRes
    Corsair Force GS SSD 128GB / WD VelociRaptor 300GB
    Gigabyte GV-R797OC-3GD WF3 @ 1100/1500 w/ModBios
    Sony AD-7220S / Corsair Force 3 120GB / Lite On LH-16A1S
    SilverStone Zeus SST-ZM1350 1350w
    CM Cosmos 1000 / Win8.1 x64
    ** Under TITLE II, SECTION 210.340 it is legal to overclock **

  5. Thanks!

    m715 (04-17-13)

  6. #5
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    Mandrake4565's Avatar
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    I'd like to see how it goes for you two, I was thinking of purchasing an XFX card soon.
    Mountain Mods U2-UFO Duality/ Asus Crosshair V Formula----------Silverstone TJ07/ Asus Maximus Hero VI Z87
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  7. #6
    Member m715's Avatar
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    Quote Originally Posted by Nebulous View Post
    I just called the Toll Free Phone Number: 1-800-880-3225 and the answering service picked up. Message was about business hours m-f 9am-5pm pacific time, if I want to leave a message and someone will call back, blah blah.

    Imma call them tomorrow and see.

    That thread is old, but the number is still working.
    Thanks for the replies, I've got a card that is in need of an RMA so I might give the phone # a shot tomorrow, I hadn't found a # anywhere yet.
    DESKTOP: THE MONOLITH - [Project Log]
    | i3-3225 @ 3.3GHz w/Thermaltake CLW0217 Water 2.0 | ASRock Z77 Ext4 | 8GB DDR3 | Sapphire 7950 w/120mm Cooler | 120GB HyperX 3k | Corsair HX750 | Corsair 600T | WIN8 PRO | DELL 24" LCDs x2 | Toshibia 40" LCD |
    LAPTOP: | ASUS X202E | 11.6" TS | i3-3217U @ 1.8GHz | 4GB DDR3 | 256GB SSD | WIN8 |

  8. #7
    I would like to know how it goes I suggest allot of XFX card.
    i5 2500K
    Motherboard Gigabyte Z68A-D3-B3
    G.SKILL RipjawsX X.M.P. 1600MHz
    EVGA SuperClocked GTX 570

  9. #8
    Glorious Follower DOM.'s Avatar
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    I wouldn't recommend anything from XFX I just been seeing poor service from them

  10. #9
    Premium Member #23
    rollincoaster's Avatar
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    Yep seems mine doesn't work anymore either (tells me it doesn't exist). Not a good sign that they messed something like that up. Wonder how that will impact double lifetime warranties since, well the card isn't registered anymore I guess?
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  11. #10
    Member m715's Avatar
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    I finally got a reply to a help request I sent last week, unfortunately it was no help. I had already tried their "reactivate" without any success, sent in another reply and will see what they say next. Not sure I'll have a chance to call today, but hopefully be tomorrow I'll try that route.

    Thanks everyone one for the thoughts...hopefully they will straighten this mess out soon.

    Here is a copy of their email reply:
    (they had attached a screen shot of the reactivate link)
    Hi,
    If you remember what the card was registered under, please kindly try to use the reactivate function in login interface to recover the previously account (as attached pix). Thanks!
    [EDIT] Also, I know my username and password is correct, as I have both of them written down in my log file and paperwork for the XFX cards I have and I was on not more than a few weeks ago...
    DESKTOP: THE MONOLITH - [Project Log]
    | i3-3225 @ 3.3GHz w/Thermaltake CLW0217 Water 2.0 | ASRock Z77 Ext4 | 8GB DDR3 | Sapphire 7950 w/120mm Cooler | 120GB HyperX 3k | Corsair HX750 | Corsair 600T | WIN8 PRO | DELL 24" LCDs x2 | Toshibia 40" LCD |
    LAPTOP: | ASUS X202E | 11.6" TS | i3-3217U @ 1.8GHz | 4GB DDR3 | 256GB SSD | WIN8 |

  12. #11
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    Looking bad ... I bought two hd 7950 last week from XFX for the purpose of lifetime warranty. I hope it works out for you guys.

  13. #12
    Member Efonzerellie's Avatar
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    Always keep the confirmation Email upon successfully registering any product. Print it or archive it in Email account
    Case: Fractal R4
    CPU: AMD Phenom II X4 955BE 4Ghz/Swiftech H220
    MOBO: ASUS M4A88T-V
    GPU: Sapphire 7950 2L
    RAM: G.SKILL Ripjaws X Series 8GB
    Storage: Ocz 60gb SSD+3.5TB
    PSU: Corsair 750W
    Monitor: Overlord Tempest X270OC

  14. #13
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    Quote Originally Posted by Efonzerellie View Post
    Always keep the confirmation Email upon successfully registering any product. Print it or archive it in Email account
    Did you registered with XFX? I registered my cards I didn't get any confirmation.
    I'm gonna take screen shots of my account, just to be safe.

  15. #14
    Member Efonzerellie's Avatar
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    Quote Originally Posted by nookuwn View Post
    Did you registered with XFX? I registered my cards I didn't get any confirmation.
    I'm gonna take screen shots of my account, just to be safe.
    I registered many years ago when I didn't organize and don't recall, but even if it's 100% their fault, things like this can happen.
    Case: Fractal R4
    CPU: AMD Phenom II X4 955BE 4Ghz/Swiftech H220
    MOBO: ASUS M4A88T-V
    GPU: Sapphire 7950 2L
    RAM: G.SKILL Ripjaws X Series 8GB
    Storage: Ocz 60gb SSD+3.5TB
    PSU: Corsair 750W
    Monitor: Overlord Tempest X270OC

  16. #15
    Member Efonzerellie's Avatar
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    This was posted on another forum allegedly by XFX Rep

    Originally Posted by XFXSupport View Post
    tl;dr: xfx support/RMA server is down, use helpdesk@xfxforce.com for now.


    Hey Guys, as of today XFX will be updating our support and RMA software. We expect this process to be quick and efficient, but since the scale of the operation is so large, we are redirecting our support to a temporary backup system. We expect to leave this system up for at least 1 week, even after the primary system is restored.

    If you have any old or new customer support issues, please send an email and contact us at the helpdesk@xfxforce.com.

    As always, you are welcome to PM me for direct support as well.

    Thank you.
    Case: Fractal R4
    CPU: AMD Phenom II X4 955BE 4Ghz/Swiftech H220
    MOBO: ASUS M4A88T-V
    GPU: Sapphire 7950 2L
    RAM: G.SKILL Ripjaws X Series 8GB
    Storage: Ocz 60gb SSD+3.5TB
    PSU: Corsair 750W
    Monitor: Overlord Tempest X270OC

  17. #16
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    this is not good my 6950 may need a RMA one of the ports is busted I was w8ing for little bit for mine it to death
    I may have to look this up
    current AGP cards-2 boxes (yes boxes)

    "Sarcasm does not have a TCP/IP protocol, so it didn't get routed to my computer." -thideras
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  18. #17
    Seņor Senior Member Nebulous's Avatar
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    Well I just lucked out. After removing/redoing the TIM and reinstalling the cooler, my card came back to life

    <MEGA-O>
    ASRock Z97 Extreme 6 /i7 4790K De-Lid @ 4.7GHz
    16GB GSKILL Sniper F3-17000CL11D-8GBSR @ 2400MHz
    H2O=XSPC Rasa Black / XSPC RX360 / MCP-655 D5 / MCRes
    Corsair Force GS SSD 128GB / WD VelociRaptor 300GB
    Gigabyte GV-R797OC-3GD WF3 @ 1100/1500 w/ModBios
    Sony AD-7220S / Corsair Force 3 120GB / Lite On LH-16A1S
    SilverStone Zeus SST-ZM1350 1350w
    CM Cosmos 1000 / Win8.1 x64
    ** Under TITLE II, SECTION 210.340 it is legal to overclock **

  19. #18
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    trekky's Avatar
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    Quote Originally Posted by Nebulous View Post
    Well I just lucked out. After removing/redoing the TIM and reinstalling the cooler, my card came back to life
    time to mine it to the death!
    current AGP cards-2 boxes (yes boxes)

    "Sarcasm does not have a TCP/IP protocol, so it didn't get routed to my computer." -thideras
    Heat

  20. #19
    Member m715's Avatar
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    Quote Originally Posted by Efonzerellie View Post
    Always keep the confirmation Email upon successfully registering any product. Print it or archive it in Email account
    Quote Originally Posted by nookuwn View Post
    Did you registered with XFX? I registered my cards I didn't get any confirmation.
    I'm gonna take screen shots of my account, just to be safe.
    I can confirm they don't send an email when you register your card, they only send an email when you register on the support website (i still have that email).

    I never even thought of taking a screen shot, should have done that...and will do that in the future...

    Just printed my registration screenshot for my sapphire cards just in case, hard copy and PDF copy.

    I'm sure XFX will make things right in the end, its just a question how long it will take them to recover from this "error" they have made...
    DESKTOP: THE MONOLITH - [Project Log]
    | i3-3225 @ 3.3GHz w/Thermaltake CLW0217 Water 2.0 | ASRock Z77 Ext4 | 8GB DDR3 | Sapphire 7950 w/120mm Cooler | 120GB HyperX 3k | Corsair HX750 | Corsair 600T | WIN8 PRO | DELL 24" LCDs x2 | Toshibia 40" LCD |
    LAPTOP: | ASUS X202E | 11.6" TS | i3-3217U @ 1.8GHz | 4GB DDR3 | 256GB SSD | WIN8 |

  21. #20
    Seņor Senior Member Nebulous's Avatar
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    Well I never received an email after registering on their site

    <MEGA-O>
    ASRock Z97 Extreme 6 /i7 4790K De-Lid @ 4.7GHz
    16GB GSKILL Sniper F3-17000CL11D-8GBSR @ 2400MHz
    H2O=XSPC Rasa Black / XSPC RX360 / MCP-655 D5 / MCRes
    Corsair Force GS SSD 128GB / WD VelociRaptor 300GB
    Gigabyte GV-R797OC-3GD WF3 @ 1100/1500 w/ModBios
    Sony AD-7220S / Corsair Force 3 120GB / Lite On LH-16A1S
    SilverStone Zeus SST-ZM1350 1350w
    CM Cosmos 1000 / Win8.1 x64
    ** Under TITLE II, SECTION 210.340 it is legal to overclock **

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