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  • Matrox warranty service

    I have been a loyal Matrox customer for years, right now I've got three boxes running G200, G400 & G450. I recently purchased a Parhelia and its dead, so for the first time I've had to deal with rma.matrox.com. On Nov 11 I filled out the form and after waiting a week for an rma number, I finally had to call matrox, long distance call no less, to get an rma number. I get an rma number Nov 18. So I ship my card to matrox and they receive it Nov 20. I'm still waiting, one month to the day from when I initially started the rma process, for matrox to ship me a card. Three weeks from when they received the card.

    I surely hope that this is not normal service. Has anybody else had good experiences with Matrox warranty service? Any bad ones? I'd like to know because it sure would influence my purchases in the future.

    -trout

  • #2
    You could always have posted in their forum or mailed them you know!
    According to the latest official figures, 43% of all statistics are totally worthless...

    Comment


    • #3
      Welcome to the forum smoked_trout.

      It can take some time to rma a dead card, especially when your not from the US or Canada. My Parhelia died the 29th october. A few days later I emailed Matrox Europe for an rma number. It took them only one day to give me an rma number.

      I've send them an email this week to ask about the progress of my rma and they said that the card was underway and they provide me with the UPS package number so I could track the progress. The replcament was shipped by Matrox Europe on the 6th December (so it took them some time to process the rma).

      The UPS package arrived at Brussels the 10 the December, so hopefully I will receive my card tomorrow .

      So just send them an email and ask about the progress, or post a thread on the matrox tech support forum.
      Main: Dual Xeon LV2.4Ghz@3.1Ghz | 3X21" | NVidia 6800 | 2Gb DDR | SCSI
      Second: Dual PIII 1GHz | 21" Monitor | G200MMS + Quadro 2 Pro | 512MB ECC SDRAM | SCSI
      Third: Apple G4 450Mhz | 21" Monitor | Radeon 8500 | 1,5Gb SDRAM | SCSI

      Comment


      • #4
        Originally posted by Guru
        You could always have posted in their forum or mailed them you know!
        Believe me, I have....http://forum.matrox.com/mgaforum/For...ML/010306.html
        the tech support people have no control over rma's and email to the RMA folks rarely gets answered.

        Thanks for the welcome KeiFront. Seems like the warranty service is about the same here in the US as it is there, except you get better responses to emails. I will just have to keep pestering them I guess... But I am interested in hearing about more experiences with matrox warranty service, I think its valuable info to know how long it takes a company to replace defective products.

        -trout

        Comment


        • #5
          I'm sure that Saad will help you, I hope you will receive your Parhelia asap.
          Main: Dual Xeon LV2.4Ghz@3.1Ghz | 3X21" | NVidia 6800 | 2Gb DDR | SCSI
          Second: Dual PIII 1GHz | 21" Monitor | G200MMS + Quadro 2 Pro | 512MB ECC SDRAM | SCSI
          Third: Apple G4 450Mhz | 21" Monitor | Radeon 8500 | 1,5Gb SDRAM | SCSI

          Comment


          • #6
            Gohan came here three weeks ago complaining about the same, except he'd been waiting 6 weeks already.

            With a little information he had it back in a few days... please read.
            "Be who you are and say what you feel, because those who mind don't matter, and those who matter don't mind." -- Dr. Seuss

            "Always do good. It will gratify some and astonish the rest." ~Mark Twain

            Comment


            • #7
              Originally posted by KeiFront
              Welcome to the forum smoked_trout.

              It can take some time to rma a dead card, especially when your not from the US or Canada. My Parhelia died the 29th october. A few days later I emailed Matrox Europe for an rma number. It took them only one day to give me an rma number.

              I've send them an email this week to ask about the progress of my rma and they said that the card was underway and they provide me with the UPS package number so I could track the progress. The replcament was shipped by Matrox Europe on the 6th December (so it took them some time to process the rma).

              The UPS package arrived at Brussels the 10 the December, so hopefully I will receive my card tomorrow .

              So just send them an email and ask about the progress, or post a thread on the matrox tech support forum.
              you bought it from a shop or direct from Matrox's website?

              Comment


              • #8
                I didn't bought it via Matrox's website. But I rma'ed it via Matrox.
                Main: Dual Xeon LV2.4Ghz@3.1Ghz | 3X21" | NVidia 6800 | 2Gb DDR | SCSI
                Second: Dual PIII 1GHz | 21" Monitor | G200MMS + Quadro 2 Pro | 512MB ECC SDRAM | SCSI
                Third: Apple G4 450Mhz | 21" Monitor | Radeon 8500 | 1,5Gb SDRAM | SCSI

                Comment


                • #9
                  All I can say is that the europeean customerservice located in Ireland is great.

                  My P was DOA; I mailed them after some posts here and their support forum, received a rma number on the fly and got a replacement within a week.


                  R.
                  You see, in this world there's two kinds of people, my friend: Those with loaded guns and those who dig. You dig.

                  Comment


                  • #10
                    Have a little feeling for those still waiting!

                    Comment


                    • #11
                      I don't know about now, but back in the G200 days it was very good, my card died and RMA'ing it only took about a week.

                      Leech
                      Wah! Wah!

                      In a perfect world... spammers would get caught, go to jail, and share a cell with many men who have enlarged their penises, taken Viagra and are looking for a new relationship.

                      Comment


                      • #12
                        FYI smoked_trout I received my new card this Friday evening, so it took almost over a month to get the card rma'ed. It already took UPS a week (6dec - 13dec) to ship the card from Ireland to my home.
                        Main: Dual Xeon LV2.4Ghz@3.1Ghz | 3X21" | NVidia 6800 | 2Gb DDR | SCSI
                        Second: Dual PIII 1GHz | 21" Monitor | G200MMS + Quadro 2 Pro | 512MB ECC SDRAM | SCSI
                        Third: Apple G4 450Mhz | 21" Monitor | Radeon 8500 | 1,5Gb SDRAM | SCSI

                        Comment


                        • #13
                          Saad is great, the card is on the way. Or else all the bitchin paid off. Cmon fedex!

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