New graphics card killed my motherboard

[oliacym]

First off, I would have recommended PCS to anyone until this experience. Their customer service and delivery times have been superb whenever I've used them and any issues have been dealt with incredibly fast. But I feel compelled to share this just because I'm (and I choose my words very carefully here) deeply frustrated and concerned and I just want my PC back and working again.

I ordered a new graphics card, opting to install it myself. It installs fine, only I notice afterward that it is not the model I ordered but a very similar (but inferior one). Not a problem, they send the correct one and collect the wrong one, in great time as usual. Fine.

However, on installing the new one and powering up, I get hissing and smoke and a small flame. Afterward the slot is burnt and the pc will not power on at all. Gutted, I try and work out what I might have done wrong, and I see a sticker on the offending graphics card that says "Return without repair". I'm trying to work out if this means this is a card known to be faulty and marked for return to the owner? I message PCS for clarification and I receive a reply:

"I am sorry this has been on your GPU. What this means is the GPU you have has come from another system that was most likely a prebuild we have done. The Technician would have tested the GPU after taking it out of one of the prebuilds we have and then didn't take the sticker off. We would not usually provide this sort of service and it is a mistake on our side if you still have this card I am more than happy to arrange for a new one to be sent out to you."

While this sounds great, the issue now is that the motherboard will likely have to be replaced. And while the card is in warranty, the motherboard is not. So now I'm concerned I will have to pay to replace a part that their faulty graphics card broke. Although since I did the installation myself they can't verify that it wasn't my fault somehow, but the "Return without repair" sticker makes it pretty clear cut to me.

In any case the machine is with PCS as an RMA now, but I've heard no update for two weeks and counting now. Has anyone else had a similar experience and can reassure me? I utterly resent having to pay £700 for a £500 card when the second card they sent (after sending the wrong one) torpedoed my PC that was working fine, and now I'm two weeks without a machine. I'll pay the extra just because I need the damn thing working.

 

[SpyderTracks]

First off, I would have recommended PCS to anyone until this experience. Their customer service and delivery times have been superb whenever I've used them and any issues have been dealt with incredibly fast. But I feel compelled to share this just because I'm (and I choose my words very carefully here) deeply frustrated and concerned and I just want my PC back and working again.

I ordered a new graphics card, opting to install it myself. It installs fine, only I notice afterward that it is not the model I ordered but a very similar (but inferior one). Not a problem, they send the correct one and collect the wrong one, in great time as usual. Fine.

However, on installing the new one and powering up, I get hissing and smoke and a small flame. Afterward the slot is burnt and the pc will not power on at all. Gutted, I try and work out what I might have done wrong, and I see a sticker on the offending graphics card that says "Return without repair". I'm trying to work out if this means this is a card known to be faulty and marked for return to the owner? I message PCS for clarification and I receive a reply:

"I am sorry this has been on your GPU. What this means is the GPU you have has come from another system that was most likely a prebuild we have done. The Technician would have tested the GPU after taking it out of one of the prebuilds we have and then didn't take the sticker off. We would not usually provide this sort of service and it is a mistake on our side if you still have this card I am more than happy to arrange for a new one to be sent out to you."

While this sounds great, the issue now is that the motherboard will likely have to be replaced. And while the card is in warranty, the motherboard is not. So now I'm concerned I will have to pay to replace a part that their faulty graphics card broke. Although since I did the installation myself they can't verify that it wasn't my fault somehow, but the "Return without repair" sticker makes it pretty clear cut to me.

In any case the machine is with PCS as an RMA now, but I've heard no update for two weeks and counting now. Has anyone else had a similar experience and can reassure me? I utterly resent having to pay £700 for a £500 card when the second card they sent (after sending the wrong one) torpedoed my PC that was working fine, and now I'm two weeks without a machine. I'll pay the extra just because I need the damn thing working.

Ooo, that's a nasty situation.

Firstly, RMA's are taking around a month at the moment. There's a huge backlog and even though lockdown has moved a little, there are still a lot of people out of work or that can't go in due to underlying conditions. So don't be too surprised that you haven't heard anything as yet, they'll get to you as quickly as possible.

PCS aren't cowboys, they're not trying to pull the wool over anyones eyes at all, and if anything, so long as you remain calm and respectful, they'll do whatever they can to get you fully back up and running.

When you say the motherboard is out of warranty, when did you buy it? and what make and model is it? Even if it's outside of PCS warranty it may well be covered still by manufacturers warranty if the worst case was to happen and PCS didn't offer to replace it.

I can't speak for PCS to say what they'll do, just wanted to offer some support and hopefully calm a few nerves.

 

[oliacym]

Ooo, that's a nasty situation.

Firstly, RMA's are taking around a month at the moment. There's a huge backlog and even though lockdown has moved a little, there are still a lot of people out of work or that can't go in due to underlying conditions. So don't be too surprised that you haven't heard anything as yet, they'll get to you as quickly as possible.

PCS aren't cowboys, they're not trying to pull the wool over anyones eyes at all, and if anything, so long as you remain calm and respectful, they'll do whatever they can to get you fully back up and running.

When you say the motherboard is out of warranty, when did you buy it? and what make and model is it? Even if it's outside of PCS warranty it may well be covered still by manufacturers warranty if the worst case was to happen and PCS didn't offer to replace it.

I can't speak for PCS to say what they'll do, just wanted to offer some support and hopefully calm a few nerves.

Thank you, this is exactly what I wanted to hear.
The month wait time is... Upsetting, but that's life.
It was mentioned to me that manufacturer's warranty might still be in play, and they were going to determine that when they opened it up (since it was already boxed when this was suggested). So it's good to hear you reiterate it.
I just cannot for the life of me fathom how a graphics card with a known enough fault for it to have a sticker on it was boxed up as if it were new and sent to me to set my motherboard on fire.

 

[SpyderTracks]

I just cannot for the life of me fathom how a graphics card with a known enough fault for it to have a sticker on it was boxed up as if it were new and sent to me to set my motherboard on fire.

Yeah, that is obviously quite a big issue in this instance. Unfortunately mistakes happen, that's one thing, but when it results in further damage to healthy parts, that's something entirely different.

From the guys on here that have gone through some pretty sticky returns situations and been respectful, they've pretty much universally come out with a favourable resolution and I have faith that PCS will see you right.

My guess may be that they'll liaise on your behalf with the motherboard manufacturer to arrange a replacement, and just swap it out for you. And also obviously give you a new GPU as well. That would be my expectation based on previous peoples journeys. I would expect all of that to be done under warranty given the circumstances.

I must reiterate though, I don't work for PCS, none of us do, so I can't speak for them, that's purely what I would hope for given the feedback we've had generally from other RMA's and tricky situations.

 

[oliacym]

Yeah, that is obviously quite a big issue in this instance. Unfortunately mistakes happen, that's one thing, but when it results in further damage to healthy parts, that's something entirely different.

From the guys on here that have gone through some pretty sticky returns situations and been respectful, they've pretty much universally come out with a favourable resolution and I have faith that PCS will see you right.

My guess may be that they'll liaise on your behalf with the motherboard manufacturer to arrange a replacement, and just swap it out for you. And also obviously give you a new GPU as well. That would be my expectation based on previous peoples journeys. I would expect all of that to be done under warranty given the circumstances.

I must reiterate though, I don't work for PCS, none of us do, so I can't speak for them, that's purely what I would hope for given the feedback we've had generally from other RMA's and tricky situations.

Yeah I hope that's the case as well. I'm just frustrated and spinning my wheels. Thank you for this, it has calmed me down a bit.
As you say it's important to keep a cool head and always pursue the matter respectfully. Again, thank you for this reply, it's much appreciated.

 

[SpyderTracks]

Yeah I hope that's the case as well. I'm just frustrated and spinning my wheels. Thank you for this, it has calmed me down a bit.
As you say it's important to keep a cool head and always pursue the matter respectfully. Again, thank you for this reply, it's much appreciated.

No problem at all, and totally understand how upsetting and worrying it must be.

Have faith, and do keep us posted with your progress, and if you have any issues. We are not an official support channel at all, but we can sometime reach out on the back channel and get things moved along if there are stalls anywhere.

Keep positive 👍🏼

 

[moosEh]

Thank you, this is exactly what I wanted to hear.
The month wait time is... Upsetting, but that's life.
It was mentioned to me that manufacturer's warranty might still be in play, and they were going to determine that when they opened it up (since it was already boxed when this was suggested). So it's good to hear you reiterate it.
I just cannot for the life of me fathom how a graphics card with a known enough fault for it to have a sticker on it was boxed up as if it were new and sent to me to set my motherboard on fire.

First of all I am sorry to hear about your experience with us. I have forwarded the thread to the relevant department to look into this. As for your current return, I will ask the RMA department to get this on the bench today all being well.

 

[oliacym]

First of all I am sorry to hear about your experience with us. I have forwarded the thread to the relevant department to look into this. As for your current return, I will ask the RMA department to get this on the bench today all being well.

... Thank you so much, I can't tell you how grateful I am for this.

 

[oliacym]

First of all I am sorry to hear about your experience with us. I have forwarded the thread to the relevant department to look into this. As for your current return, I will ask the RMA department to get this on the bench today all being well.

Hi again, just to let you know I've not heard back yet, but I'm not complaining, just letting you know for your information. I understand that timescales are currently elastic what with everything that's been going on. Again, I really appreciate the personal reply.

 

[moosEh]

Hi again, just to let you know I've not heard back yet, but I'm not complaining, just letting you know for your information. I understand that timescales are currently elastic what with everything that's been going on. Again, I really appreciate the personal reply.

Hello @oliacym

I can confirm that your system did get inspected yesterday (the status should have changed on your customer portal to reflect that). And you should be updated shortly. Again my apologies for the delay.

 

[SpyderTracks]

Hello @oliacym

I can confirm that your system did get inspected yesterday (the status should have changed on your customer portal to reflect that). And you should be updated shortly. Again my apologies for the delay.

Legend 😎

 

[oliacym]

Hello @oliacym

I can confirm that your system did get inspected yesterday (the status should have changed on your customer portal to reflect that). And you should be updated shortly. Again my apologies for the delay.

Again, thank you so much.

 

[oliacym]

Just heard back. PCS confirmed it was a faulty card that ended up with regular stock due to an unprecedented sorting error on someone's part, and also said that they've never seen this happen before. I believe them.

As a result they've not only replaced my motherboard and the graphics card, but since the previous motherboard is no longer available they've upgraded it to a slightly updated model. They've done this at no charge to myself and in fact they're even refunding me the initial RMA cost. They've also confirmed that my storage media will be compatible with the new board. They've let me know that it should be ready for dispatch tomorrow.

Honestly I couldn't be happier. They've handled an unpleasant situation with complete honesty and courtesy, and this is absolutely the best possible outcome. On the strength of this I'd buy from them again in future as they've dealt with this unexpected scenario in the best possible way.

I'll post again once it arrives and everything is all good but today is a good day!

 

[SpyderTracks]

Just heard back. PCS confirmed it was a faulty card that ended up with regular stock due to an unprecedented sorting error on someone's part, and also said that they've never seen this happen before. I believe them.

As a result they've not only replaced my motherboard and the graphics card, but since the previous motherboard is no longer available they've upgraded it to a slightly updated model. They've done this at no charge to myself and in fact they're even refunding me the initial RMA cost. They've also confirmed that my storage media will be compatible with the new board. They've let me know that it should be ready for dispatch tomorrow.

Honestly I couldn't be happier. They've handled an unpleasant situation with complete honesty and courtesy, and this is absolutely the best possible outcome. On the strength of this I'd buy from them again in future as they've dealt with this unexpected scenario in the best possible way.

I'll post again once it arrives and everything is all good but today is a good day!

I’m so so pleased for you! That’s great. It really is the kind of reaction most people walk away with so I’m just really pleased that you’ve come out on top also.

Well done for remaining focussed, that was a nasty predicament, think you handled it really well.

And we’ll done @moosEh for picking up on the thread and expediting it.

 

[Martinr36]

Just heard back. PCS confirmed it was a faulty card that ended up with regular stock due to an unprecedented sorting error on someone's part, and also said that they've never seen this happen before. I believe them.

As a result they've not only replaced my motherboard and the graphics card, but since the previous motherboard is no longer available they've upgraded it to a slightly updated model. They've done this at no charge to myself and in fact they're even refunding me the initial RMA cost. They've also confirmed that my storage media will be compatible with the new board. They've let me know that it should be ready for dispatch tomorrow.

Honestly I couldn't be happier. They've handled an unpleasant situation with complete honesty and courtesy, and this is absolutely the best possible outcome. On the strength of this I'd buy from them again in future as they've dealt with this unexpected scenario in the best possible way.

I'll post again once it arrives and everything is all good but today is a good day!

Fantastic news

 

[jamiephillips909]

Just heard back. PCS confirmed it was a faulty card that ended up with regular stock due to an unprecedented sorting error on someone's part, and also said that they've never seen this happen before. I believe them.

As a result they've not only replaced my motherboard and the graphics card, but since the previous motherboard is no longer available they've upgraded it to a slightly updated model. They've done this at no charge to myself and in fact they're even refunding me the initial RMA cost. They've also confirmed that my storage media will be compatible with the new board. They've let me know that it should be ready for dispatch tomorrow.

Honestly I couldn't be happier. They've handled an unpleasant situation with complete honesty and courtesy, and this is absolutely the best possible outcome. On the strength of this I'd buy from them again in future as they've dealt with this unexpected scenario in the best possible way.

I'll post again once it arrives and everything is all good but today is a good day!

This is why I recommend pc specialist

 

[rouchie]

Very reassuring to know that the fantastic customer service I have so far experienced extends through to the after sales period too. Very happy for you, and a good outcome.

 

[oliacym]

Thought it would make sense to update everyone - my PC came back to me yesterday, and is up and running flawlessly with the new graphics card installed. Many thanks again to everyone!