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Sapphire RMA Nightmare AMD/Sapphire please read

Question asked by ventzx on Oct 22, 2018
Latest reply on Oct 22, 2018 by ventzx

Hello everyone I need some advice about what to do. The following is what happened.

 

Around June this year I experienced black screen flickers and after it would recover bad to desktop Intermittently it would either half crash or fully crash the system. A half crash is when it would go to a black screen then several seconds later it would return back to desktop except the bottom half of the screen will be missing and the computer would be delayed, for example if you move the mouse the cursor would move a bit stop a second later move again, it would have a huge delay to it. I then did some testing and discovered it was the GPU, I then sent the GPU to my retailer (Scan) which is based in the UK. They discovered the same issue and sent the card to Sapphire. This was in August, a month later I received a email from my retailer with the following message

 

I am writing to inform you that unfortunately LN 76354 the 4GSapphire NITRO Rad RX 470  no longer available and unfortunately a replacement is not available. We have therefore calculated a refund for you based on the benefit you have had of the goods from the original date of purchase and this amounts to £79.67+vat. Please reply directly to this email at your earliest convenience so we can arrange for this refund to be actioned.

 

I refused this offer as I would not even be able to get a card 50+ percent less powerful (RX560) for the amount they were offering me. I then contacted Sapphire using their ticket support system I asked them why and isn't the RX570 available as they are rebranded from the RX470. They told me to tell the retailer to send the card to Sapphire RMA center, but my retailer already did, unfortunately at this time I did not have the serial number of my card so they couldn't check. I passed the message on to my retailer, 1 week later I heard nothing back so I called up Scan and asked what exactly was going on with my RMA, they informed me that now Sapphire has told them that no issues were found with the card. I asked them how can this be you tested the card yourself and they said they don't know perhaps they bios flashed it.

 

At this point I was already skeptical as how can a software fix a hardware problem that is like using planks of wood to cover up a hold in a dam, water is still going to spill out just more slowly. I then contacted Sapphire using their ticket system system again and they said I should wait and test the card again once I got it back. Another month later (last week) I received the card.

 

On the first day I installed it updated to the latest drivers and ran the heaven benchmark for 4 hours, no issues at this time. Next day after using the computer for about 6 hours I was watching a game preview on youtube and the black screens would occur again, although now it would no longer fully or half crash the unresponsiveness is still there making the system unusable. I immediately made a recording that can be viewed here.

 

www.dropbox.com/s/oqcikllwns1bzfz/black%20screens.mp4?dl=0 (running heaven benchmark and watching youtube)

www.dropbox.com/s/v44puglv9uj2nw2/video%20only.mp4?dl=0 (watching youtube only, no heaven benchmark running) black screens still occur.

 

In the first video while I was recording I was constantly moving the mouse to a circle which is what the background sound is and you can see there is a huge delay to the cursor. During the second video I just let the youtube video run with no benchmark and no mouse movement. I have shown this video to the retailer but due to the windows error that pops up on screen they think it is a software problem. That error is due to the huge unresponsiveness of the system when the black screens occur and I was trying to click on the heaven benchmark in the taskbar.

 

The reason why I am certain it is a hardware problem is because of the following

 

1. Tested on 2 different systems (one with a fresh install of windows 7)

System one my system

Sapphire nitro rx470 4 gb

Desktop

Windows 7 64 bit

Adrenalin Edition 18.10.1 Optional

Hw191d 1400x900 @60Hz dsub to HDMI adapter

Asus x370 pro prime bios version 0807

Ryzen 1700

Evga p2 650w

16 GB

 

System 2

Sapphire nitro rx470 4 gb

Desktop

Windows 7 64 bit (Fresh install)

Adrenalin Edition 18.5.1

Hw191d 1400x900 @60Hz dsub to HDMI adapter

Asus P5b-deluxe bios version 1238

Q6600

Thermaltake smart RGB 500w

6GB

 

2.I am currently using the exact same system 1 (all same components) but with a different GPU (GTX650 which I got while the RX470 was on RMA) without any issues what so ever.

3.I have noticed that sometimes there are huge temp changes for example while it is running the benchmark it would be at 70 degrees after the black screen it would then sometimes drop down to 63 and slowly start to rise again.

4. I have also once had it not recover from a black screen but it went into a kinda of static grey screen (kinda like a TV without a signal but much greyer)

 

Despite all this my retailer thinks the card is fine and is asking questions like have you updated to the latest drivers, they have not yet responded since Thursday after I gave them my response. What is even more confusing is how can they think nothing is wrong when they know Sapphire did not fix the card nor replace it and they themselves tested that the card was faulty. This was their diagnosis from before they sent the card to Sapphire (Intermittently crashing to black screen under heavy load). I also still don't know why I was even offered a partial refund first if there was no issues with the card.

 

Hardware does not magically repair itself if it hasn't shown up then its either well hidden or it will appear sometime in the future. The black screens are not even the major problem the slow unresponsiveness makes the system completely unusable.

 

Any advice about what to do next would be greatly appreciated, ideally if a AMD engineer can confirm in this thread that they have experienced such a problem and it is indeed a hardware fault then that would be fantastic as I can then link this thread to my retailer. I am currently having a uphill battle trying to convince them the card is still faulty. I have also since spoken to Sapphire using their ticket system and they said I need to RMA it again but my retailer is not convinced.

 

I don't know what testing methodologies they have but even for myself it required 2 days and 6 hours of operation time before the fault occurred. If they literally plug the card in and come back 30 mins later they they will never discover the fault. The problem is mostly visual based and because it is intermittent it is hard to replicate. However something was definitely done to the card as now it no longer crashes, just becomes basically unusable.

 

The card was brought 27 December 2016 and despite on Scans website it states warranty is 36 months, I believe Sapphire warranty is only for 2 years so I only have until end of December to sort this out.

 

I am open to options I am even willing to pay to ship the card to a UK Sapphire representative if they are here for them to test the card themselves.

 

I thank you all for taking your time in reading this long post.

 

Kind Regards

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