Customer service kudos.

Posted By: Steve McBarnes - 12:59:30 Wed, April 15, 2009

[H]ard|Forum member Stanley Pain RMAed his BFG 8800 GTX and received a 1GB 9800 GT OC in exchange. He wasn't quite sure this was an equal trade so he decided to ask his [H]ard|Forum brethren. A person named Crosshairs then posted a comparison link from GPUReview.com (Thanks man!) to illustrate the bandwidth and pixel fill rate differences between the two cards.

What happened then you ask? Well Jeff.Kozlowski, the [H]ard|Forum BFG Support rep stepped in to turn Stanley's frown upside down:

OP - I believe that you were sent the wrong card by mistake. The replacement card should not have been the 9800 GT 1GB. I can look into why that happened, but in the meantime can you send me your contact information and RMA number via PM so I can get this taken care of for you?

Thanks.

Jeff fulfilled his promise by hooking Stanley up with a 1GB GTS 250, which is actually a small step up from his 8800 GTX. As I said in the thread, "This is why BFG deserves its place at the top of American video card manufacturers". If you guys come across any stories like this (a company's customer support really going above and beyond) please let us know about them. They deserve to be recognized for their commitment.

6 Comments

Wednesday, April 15, 2009 6:23:32 PM

unclesharkey
n00b

I traded in a BFG 7800GS AGP card for a 9600GT. It only cost me 15 bucks to ship the old card to BFG and they sent me the 9600GT free of charge. It is a great card and I have had no problems with it. They are a great company.

Thursday, April 16, 2009 1:35:48 PM

anonymousD
n00b

BFG all the way. had only good times while dealing with them(few rma's but never any sticks in the wheels :D )

Friday, April 17, 2009 12:55:58 AM

MrWizard6600
Member

Its nice to see companies that recognize the cost of doing business as: the cost of doing business, rather than an expense to be written off onto the consumer. Sapphire, HIS, take note: I don't buy your products because of (countless) stories like these from the likes of XFX, BFG, and EVGA (i RMA'd an 8800GTS 96SP and got an 8800GTS 112SP (aka "SSC") back). Sapphire and HIS get people for the first sale, and after they have to deal with customer support even once, they're through. How companies like BFG XFX and EVGA maintain profitabillity I dont know, but it sure is nice that they can.

Friday, April 17, 2009 3:15:58 PM

DDoubleDD
n00b

Well I wouldn't do that I would put EVGA before BFG, I sent in my 2nd RMA 8800GTXOC2 and have recieved nothing, and I checked my Rma and it said that my card didn't arrive, so I sent them an email and said that my tracking # said it has arrived, and then nothing for two more weeks, so instead of emailing I decided to use the phone and sat on the line long distance for 20minutes only to put on hold for another 20 minutes and then was told they didn't have any more of those specific items in stock, they said they would have to get one from the states, so then I figured I was going to get my card finally. Well waited two more weeks and no card arrived and so I checked with my RMA and it still has my card not showed up yet, so yet again I sat onthe phone long distance for 20minutes and the person on the line said that they don't have that item in stock, I said can't you give me something comparable, or how about I pay 200dollars and you give me a step up, oh sir we can't do that, no but you can let me wait 2 months thinking that Im going to get something when In reality I won't get anything. Its funny that card I spent 800 dollars way back when, so nothing they could do or want to do, I guess Canadian's are 2nd class individuals that don't deserve step up. So not know what I can do, I wrote a letter of my discomfort to the Techsupport, and basically I said I'm a long time BFG and nvidia customer and right now I feel that I deserve more than nothing and that is what I'm getting is nothing, I won 3rd prize as being 3rd best customer ever and ever since that prize back in 2006 in the launch of the 6800Ultra I have bought 7800GTX x 4 at alot for each one I have 2 8800Ultras one EVGA and one BFG both water cooled, 2 GTXOC2 one here and one with BRG some were in there warehouse and 2 WATER cooled edition 8800GTXWC, and I dont want to switch BRANDs, and I just recieved back from EVGA the 2nd time for my 9800GX2 that wasn't going right and I have another 9800GTX as well, it just so happens I purchase for my entire family and I believe in Nvidia products but the excuses that they keep makeing for what I don't know, since I wrote to Tech support they asked my RMA # and I havent heard from them as well since so, the other guy that recieved an 98 gt is laughting as for my I am not, what I'm recieving is nothing, no answer, no card, no phone #, at the warehouse and they hope I forget. it is actual sad.

Friday, April 17, 2009 5:24:16 PM

Steve
The Progenitor

@DDoubleDD
I am not going to read all of that but I want to clarify this. I said "the top of the American video card manufacturers". Which does not necessarily mean they are the best. They are at the top along with Evga and XFX.

Monday, July 06, 2009 3:11:48 AM

stoeckd
n00b

That happened to me a couple of years back, only it was awesome like this:

I bought a vanilla 6800 from BFG, and one of its two fans broke. I RMA'd it, and they sent me back a 6800 Ultra. That's a $250 card I sent in, and they sent back $550.

And of course, I hung onto that 6800 Ultra for dear life. Then, only this year, BFG said, "Hey, if you've still got one of our AGP cards, we'll hook you up with a PCI-E card!

So, I sent in my 6800 Ultra, and they sent back a 512MB 9600 GT.

Amazing. I've stuck with BFG to this day.

Add Comment

This is a moderated comment list. All posts are subject to my personal approval. Please limit your comments to the subject of the article. Don't (for example) start asking questions about your video card here, you'll get a much better response in the forums.

Anonymous posts are allowed, but I encourage you to sign up for the forums and post comments under your name.