Matrox warranty service

[smoked_trout]

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

[Guru]

You could always have posted in their forum or mailed them you know!

[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.

[smoked_trout]

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

[KeiFront]

I'm sure that Saad will help you, I hope you will receive your Parhelia asap.

[Greebe]

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.

[Kurt]

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?

[KeiFront]

I didn't bought it via Matrox's website. But I rma'ed it via Matrox.

[Jupp]

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.

[Kurt]

Have a little feeling for those still waiting!

[leech]

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

[KeiFront]

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.

[smoked_trout]

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