RMA process: They shipped REFURBISHED PSU but the one I originally purchased was BRAND NEW, is this normal?

Posted by PaleozoicFrogBoy@reddit | buildapc | View on Reddit | 18 comments

Quick context: - My PC stopped working out of the blue, wouldn't even post - Took it local repair shop, said PSU is busted - I contacted Manufacturer and began the "Advanced RMA" process - I paid a deposit, they sent me a refurbished PSU, not brand new like I originally had purchased

To me that feels unfair, I've already had one scare with their faulty PSU breaking down and I know refurbished isn't necessarily "used" or broken, but it's also not brand new either.

My question is, is this normal for the RMA process to have the company provide you with a REFURBISHED part when your original part that broke was BRAND NEW?

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ImportanceActual2556@reddit

I prefer refurbs. They’ve been tested.

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captainstormy@reddit

This is actually a great point that most people miss. If something is brand new off the assembly line it's not been tested. Refurbished stuff has had a function test done on it.

I've had pretty much zero problems out of refurbished stuff personally and I buy a lot of stuff refurbished to save some cash.

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-UserRemoved-@reddit

If something is brand new off the assembly line it's not been tested

Most brand new products go through some for of quality control, often through rigorous automated testing, especially in the technology market.

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WafflesAreLove@reddit

why would they give you a brand new one

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captainstormy@reddit

That is typically how an RMA works for anything, not just in tech. You almost never get something brand new back.

FWIW, your PSU wasn't brand new anymore either. You've been using it. Once you start using it, it's a used PSU.

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ICouldUseANapToday@reddit

I used to work for a car audio manufacturer. I would always buy my company's refurbished equipment for myself and friends. I've even bought some of my home audio equipment refurbished.

I suspect that manufacturer refurbished electronics are more reliable than new equipment--electronics tend to break quickly or last a decent amount of time. The refurbished electronics have been tested more than the new stuff. Also, the repair techs at my company were much more skilled than the people doing the original assembly. Manufacturer refurbished is important, I generally won't buy third party repaired.

Also, receiving refurbished hardware for warranty work is pretty much standard across the electronics industry.

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majestic_ubertrout@reddit

They have a right to under the terms. It's a bummer.

Weirdly, once I purchased a refurb PSU direct from Corsair and when it had a fan issue they just shipped me a new one.

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TheKitler@reddit

You shipped a used broken PSU and got a used working PSU in return. What's the issue?

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Xenvar@reddit

If your part was so new why not return it for new one at the store? If you had it more than a month then it was used so you got a used one in return.

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3andrew@reddit

If it was new and not functional, you should have exchanged it instead of RMA. If you were outside the return policy and have been using it, it’s not really new anymore now is it?

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Sea_Perspective6891@reddit

It definitely seems like something that should be reported as an illegal & sketchy practice. It's weird they don't even contact you saying they have to send you a working referbished unit instead of a working new one. Check the warranty policy to see if they specify they can send referbished units instead of new ones as replacements. If not it could be a reason for a potential lawsuit or at least could lead to a class action lawsuit against the company if they keep it up & don't disclose that they are.

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-UserRemoved-@reddit

It's basically stated in every warranty policy

https://www.nvidia.com/en-us/support/warranty/

Repair, or if repair is not possible, replace your defective Warranted Product. Replacement parts and/or products may include new or refurbished parts or products and are warranted only until the expiration of the original warranty period.

https://www.gigabyte.com/us/Support/Consumer/Warranty

GIGABYTE will, at its discretion, repair or replace the Product. The defective parts within the Product, or the Product itself, will be replaced with functional equivalents using new or refurbished parts or units.

https://www.evga.com/warranty/graphics-cards/

Replacement parts and/or Products may include new or refurbished parts or Products and are warranted only until the expiration of the original warranty period. Replacement parts and/or Products will meet the standard of performance and reliability of a new Product or part of the same model, however, such Products and/or parts may have small scratches, small dents, other cosmetic defects, or noticeable use.

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dudreddit@reddit

OP, yes ... if you have to ask the answer should be obvious ...

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Accomplished_Emu_658@reddit

Yes. You agree to replacement of refurbished if available and if it is not new, by purchasing the item. It’s in almost every single manufacturers warranty rules.

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PaleozoicFrogBoy@reddit (OP)

Thanks, appreciate the context :)

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