Zotac denies RTX 4070 Ti refund over alleged 'board damage' to undamaged card

Zotac's Unfavorable Stance on RTX 4070 Ti Reimbursement Sparks Outrage

A gamer's experience with Zotac has taken a dramatic turn, leaving them disheartened and questioning the manufacturer's customer service. After three months of utilizing a Zotac-branded RTX 4070 Ti, the user began noticing peculiar fan noises, prompting an inquiry for a refund. Zotac's response, however, was far from satisfactory, citing "board defects" that were visually apparent in accompanying photographs, a diagnosis the owner disputes as the root cause of their issues.

The initial user's journey involved a perfectly functional RTX 4070 Ti for a quarter of a year. The unsettling whirring emanating from the cooling system signaled a potential bearing malfunction. This led the user to initiate a return process with Zotac. The subsequent reply not only brought disappointment but also included a proposition that the user characterized as "the biggest betrayal right to the face I've ever seen." After securing RMA approval from the manufacturer, the gamer meticulously packed the graphics card and incurred a $40 shipping cost to dispatch it across the continental United States.

A Costly Return, A Denied Refund

Upon its arrival at Zotac's facility, the graphics card was met with a refund denial, with the company citing "damage." The provided photographs revealed minor wear and tear on the PCIe connector, which the user suggests likely resulted from the very act of installing or removing the card from its slot. The user eloquently drew a parallel: "Imagine buying a new car and the engine breaks, but they deny the warranty because they saw a small dent on the door." According to the owner, they removed the graphics card only once for the purpose of sending it back. Prior to this, it was inserted into their PC a solitary time.

Zotac's Inability to Repair, A Growing Concern

Adding insult to injury, Zotac acknowledged that the card's contacts were undamaged and that the graphics card was operational. The primary reason for denying repair, however, was the company's stated physical inability to fix the card. The user expressed their bewilderment and frustration, relaying Zotac's admission: "Zotac just told me my RMA is denied and they won't even repair it for free due to 'limited tools that we have,' whatever that the hell that means." This experience led the user to advise potential Zotac buyers to opt for larger companies possessing the necessary "tools," implying Zotac's inadequacy in this regard.

An Unsettling Proposition and Future Legal Avenues

During what the user described as the "second part of the nightmare with RMA and Zotac," a representative from the company presented an even more perplexing offer, leaving the user "speechless and at a loss for words." The Zotac representative proposed either returning the graphics card as is or having the company destroy it at their expense, without any reimbursement. The user is deeply concerned about this proposition and fears that the limited timeframe for further action will force their hand. They are contemplating legal action as a last resort to resolve this deeply unsatisfying situation.

A Pattern of Zotac Incidents and Contrasting Manufacturer Approaches

This incident is not an isolated one for Zotac graphics cards. Previously, ITC reported on an RTX 4090 that caught fire during gameplay. In that instance, unlike other known issues, the failure occurred not with a cable or connector but within the power delivery system on the PCB itself. The resolution of that particular case remains unreported. In stark contrast, NVIDIA has demonstrated a remarkably customer-centric approach to issue resolution. The company previously compensated a user for an RTX 4090 Founder's Edition, which was clearly damaged during a cooling system replacement, and subsequently, a $10,000 RTX Pro 6000 that malfunctioned while being transported within a PC case.