When it comes to graphics card RMAs, even if you're the owner of one of the best graphics cards, it doesn't always go smoothly. Reddit user kromz shared his ongoing experience with RMAing an ROG Astral GeForce RTX 5090 graphics card, revealing that Asus declined to honor the warranty due to a small crack near the PCIe locking tab.
According to the owner of the GeForce RTX 5090, intermittent blank screens and system reboots had been persisting in the system where the Blackwell flagship was installed. After diagnosing the issue as stemming from their ROG Astral GeForce RTX 5090, the Reddit user sent the graphics card to Asus for RMA. However, the company reportedly declined the warranty, citing a "surface irregularity." It appears that Asus identified a small crack near the PCB edge tab area, which is not visible to the naked eye and was only detectable through microscopic examination. The company attributes it to customer damage.
ASUS Asking for $4661 to repair RTX 5090 ASTRAL due to "surface irregularity" from r/ASUS
The ROG Astral GeForce RTX 5090, measuring 14.1 x 5.9 x 3 inches (357.6 x 149.3 x 76 mm), is a heavyweight, weighing 6.6 pounds (3.01 kg) on a scale. Needless to say, it's a monstrous graphics card, so it's vulnerable to damage if not handled or transported with appropriate caution. However, Kromz asserts that they installed the graphics card with meticulous care, consistently utilized the included support bracket, and refrained from relocating the system post-installation. "... all of that weight is supported by a single stress point on the PCB," they said. "Honestly, that’s a design flaw waiting to happen."
Asus reportedly quoted the user $4,661 CAD for a replacement graphics card, which translates to around $3,357 by today's exchange rate. That's more expensive than buying one. When in stock, the ROG Astral GeForce RTX 5090 sells for $3,299.99. Even in Canada, where computer hardware is often more expensive, the overclocked model retails for $4,059 CAD.
After several months of communication with Asus, the Redditor finally had the case escalated to Customer Service Supervisor Peggy Lee, who offered a 50% discount. While they are still seeking a more favorable resolution, a 50% discount could serve as an acceptable compromise if Asus remains firm in its stance. It's unlikely to find a GeForce RTX 5090 for $1,679 in the current market, as even Nvidia's Founders Edition retails for $1,999. However, the Redditor hasn't given up and has started exploring alternative solutions to achieve a better outcome.
There is a precedent concerning PCBs cracking on graphics cards. The issue arises because high-end graphics cards are becoming increasingly power-hungry, requiring more robust solutions with each generation. The additional weight places greater strain on the PCIe connector, particularly on the PCB edge tab, which has been a weak point in some Gigabyte graphics cards from a few years ago.
Gigabyte later updated the design of the PCIe locking tab by increasing its surface area. The manufacturer also reinforced PCIe slots on its motherboards to support graphics cards weighing up to 128 pounds. However, despite these improvements, there were still one or two instances of cracking on the graphics card's PCB.
Dealing with RMA cases can be pretty challenging. One party often claims that the issue was due to user error, while the other side disagrees. Nobody wants to lose money. This particular case is isolated, meaning it's not a frequent occurrence. However, to prevent incidents like this from happening, chipmakers should focus on optimizing their flagship products. This way, partners will not need to release heavy graphics cards that weigh as much as a clay brick.
Follow Tom's Hardware on Google News, or add us as a preferred source, to get our latest news, analysis, & reviews in your feeds.
