Substandard support via ticket system - SAPPHIRE_Ben reaction would be appreciated!

[toro]

Hi Ben,

I'd really appreciate it if you would look into the following prob ASAP, since all I got from Sapphire's tech support was a plain quasi tech nonsense and a faulty condition confirmation refusal in a rather rudimentary English (Ticket No. 37890).

After about 120 hours of nice and silent operation at ca. 1100-1300 RPM fan speed in 20-30*C range during zero to moderate 2D load, my brand new HD7850 (SKU 11200-07-20G, non-OCed) switched to permanent and way too excessive 1850-1900 RPM right from the startup at 20*C. In other words, it is obvious that the GPU fan controller acoustic enhancement mode hardware logic and/or BIOS has been failed miserably and granted, I am not going to use faulty Sapphire product nor to permanently tweak fan speed via software.

Obviously, all I need from Sapphire at this point in accordance with the EU consumer law, is a faulty condition confirmation to facilitate smooth and painless RMA service at an original place of purchase (GPU-Z logs, etc. available upon request).

Also, I would like to remind you that I paid for a Sapphire card providing "quiet .. operation during normal operating conditions" (source: http://www.sapphiretech.com/presenta...n=&lid=1&leg=0) and not for a noisy grinding machine (to say the least).

Thank you for your understanding!

[toro]

Needless to say, I am still waiting for Sapphire's public response via this thread. (BTW, the same is valid for my lawyer as well...)

HTH!

[SAPPHIRE_Ben]

Have you checked that there is no obstructions to the cooler on your graphics card and that you have the appropriate ventilation in your case?

Sometimes dust and fluff can block the fins on the cooler which will increase the fan speed.

Alternatively, if you card is faulty, then have you tried to initiate the RMA process through your original retailer?

If you are based in the EU then the first year of your warranty is usually covered by your retailer.

[toro]

@Ben

I am afraid I am not here to receive completely irrelevant and unprofessional Sapphire's response three (!) weeks after my initial inquiry.

Be so kind to provide the faulty condition confirmation (based on GPU-Z logs and other tech. info I have sent to Sapphire "support" at least a month ago) via ticket system by no later than March 29, 2013!

Period.

[SAPPHIRE_Ben]

If you card is faulty then you will need to contact your retailer.

Your will need to follow their RMA process and return it to them.

[toro]

WITHOUT PREJUDICE

Be so kind 1) to read my OP thoroughly and 2) to explicitly and publicly state the projected fan speed in RPM at 20-25°C for the Sapphire's card in question! Thanks!

[SAPPHIRE_Ben]

In my previous response I asked you if you have checked that there is any debris interfering with the fans on the card or the heatsink. Have you been able to eliminate that as a potential issue?

I have asked the technical team what the RPM should be at 20-25°C.

Alternatively you can contact the technical team directly through the support ticket system.

[toro]

WITHOUT PREJUDICE

Again, read my OP thoroughly!

Also, this is to remind you that as a Sapphire's rep, you are expected to act in a professional manner! HTH

[SAPPHIRE_Ben]

I can assist you in troubleshooting your issues but I am not in the technical team so I cannot give you an official confirmation of fault.

You may need to contact your retailers customer support / technical support as the first year of warranty is usually covered by them.

If they are unable to assist you then you can contact the SAPPHIRE technical support team via the ticket system.

[toro]

WITHOUT PREJUDICE

Needless to say, I am still waiting for an official statement re. the tech. specs in question, since it is impossible to get professional support via ticket system as it was rather cleraly stated in my OP. Also, it is more than obvious that the said statement will be of benefit for many of community members dealing with faulty Sapphire products and substandard customer service.