Returns to AMD - Payment via Digital River

jaymz84

I've recently bought a new Graphics Card for a PC I built last week, and am running into some (hopefully temporary) resistance from the seller.

The card was ordered through AMD's website, with payment made via Digital River Ireland. I built my computer and it became apparent that there were some issues with the GPU. Trying to run some games and apps would cause the machine to crash completely.

I tried to uninstall and reinstall drivers to alleviate the problem, then contacted customer support for assistance. I did receive a response which has helped slightly, however performance (Including stuttering) and noise generated is unacceptable for a £400 GPU.

I've tried to contact Digital River Ireland through two separate web forms to initiate a refund, receiving no response (Not even an acknowledgment beyond their site saying my query will be addressed in the order it was received), and have requested a refund from AMD through their customer support portal. AMD's response was that they only accept returns unopened and within 14 days. I have sent them a link to the gov.uk website detailing my right to cancel for any reason, or no reason at all. The item was received on the 10th of July, and my request to AMD was made on the 23rd, so within 14 days.

Have I done anything incorrect in this instance, and should my issue be with AMD or Digital River? I bought through AMD's official website, though payment was taken by Digital River.

A timeline of events:

Item Ordered: July 7th
Item Received: July 10th
PC Built/ Issues noted: July 14th
Tech Support contacted: July 16th
Digital River Return webform 1: July 18th
Digital River Return webform 2: July 19th
AMD Warranty Return webform: July 23rd

jweb2k

You have no right to cancel / reject if product is used. If it's "faulty" you have a case, but it doesn't sound like it.

DoaM

jweb2k wrote: »

You have no right to cancel / reject if product is used.

Yes they do - that right is enshrined in law. However, the seller can deduct a reasonable amount from any refund (up to 100%) to account for any loss in value caused by the consumer's handling of the goods.

JJ_Egan

AMD web site UK ?? or USA ??
Asking as last time i purchased from AMD it was a USA company .
UK law does not apply .




Payment Ireland .

jaymz84

DoaM wrote: »

Yes they do - that right is enshrined in law. However, the seller can deduct a reasonable amount from any refund (up to 100%) to account for any loss in value caused by the consumer's handling of the goods.

Thanks for that, I thought that was the case.

I don't mind taking a small hit on the item, and worst case is that I could probably recoup the vast majority of the cost selling it on ebay.

I just expect the latest and greatest graphics card purchased on release day to actually work better than my two year old budget card it replaced, and not sound like a jet engine in the process.

jaymz84

JJ_Egan wrote: »

AMD web site UK ?? or USA ??
Asking as last time i purchased from AMD it was a USA company .
UK law does not apply .




Payment Ireland .

The order was purchased from https://www.amd.com, priced in GBP. Payment was taken by Digital River Ireland, and the goods were shipped from Ireland.

bris

Materials shall be governed by the internal substantive laws of the State of California, United States of America


looks like they are Using Ireland for it's low taxes as a lot of companies do but they are Governed by the laws of their own country, so they won't recognise our laws, good luck fighting that.


Their warranty support should fix the problem though try using the warranty instead of asking for a refund.


Have you actually ruled our other factors, monitor settings, good enough CPU, ram etc, graphics cards are only as good as the parts that are supporting it.

jaymz84

bris wrote: »

Materials shall be governed by the internal substantive laws of the State of California, United States of America


looks like they are Using Ireland for it's low taxes as a lot of companies do but they are Governed by the laws of their own country, so they won't recognise our laws, good luck fighting that.


Their warranty support should fix the problem though try using the warranty instead of asking for a refund.


Have you actually ruled our other factors, monitor settings, good enough CPU, ram etc, graphics cards are only as good as the parts that are supporting it.

I'm running a 3700X with 16GB 3200Mhz RAM and a fast NVMe drive, so everything should be supporting it well enough, and I've tried running it at 1080p and 1440p with similar results.

Driver issues with the new 5700 XT cards appear to be quite common looking across forums, and I've performed a clean uninstall using DDU before reinstalling them, so I feel like I've covered all bases.

I've not built a new PC in a long time, and find the prospect of having to sit and wait for updated drivers to give me the performance promised annoying.

I'll see what AMD come back with and if they're unwilling to play ball then I'll look to ebay to recoup most of the cost of this learning experience