Just a reminder to let you know that i have not received any

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From: Me [mailto:email]
Sent: Monday, July 1, 2013 14:42
To: 'Christophe Cacheux'
Subject: RE: Assistance/RMA
Just a reminder to let you know that i have not received any feedback from you regarding this
matter .
I’m really interested to receive an answer to the questions I’ve asked you in my first mail too .
Kind Regards ,
Signed : Me
Sent: Tuesday, June 18, 2013 20:13
To: 'Christophe Cacheux'
Mr. Cacheux ,
My email was very clear , but it looks like you completely misunderstood my email . Even thinking I
threatened you .
I assume English is not your native language and therefore I will rephrase .
In short :
I have never asked a favour from PNY , nor have I threatened you or PNY or anyone working with
PNY .
All I have asked for is that PNY supports their own manufactured product . Instead PNY is denying
support to their own product , which will drive customers away for the rest of their lives . I’m only
being hones when I say that if there’s no good ending to this , I will avoid PNY like the plague .
Since I’m convinced that PNY’s behaviour is serious , I feel the urge to let not only current but also
potential customers know about how PNY treated me . As PNY will treat other people in the same
way .
Before I post/blog anything on the net , I’m giving PNY the chance to clarify some things . Maybe this
case did not get handled the way PNY actually wanted at all ? That’s the reason I needed to speak to
you as in the end you are responsible and not the simple employees which I have been in contact
with before . They can afford to make mistakes , you can’t .
Signed : Me
From: Christophe Cacheux [mailto:[email protected]]
To: Me
Dear Sir,
First of all, I would like to say I am sorry for your loss.
Then, to summarize, you are asking for a favor (returning the card under an RMA procedure without
any invoice), and in the very same email, you stating that you will stay away from PNY for the rest of
your life because of poor support if any, threatening me to write stories about this so called poor
support on the net, all of this for a 100€ valued product. Do I understand this correctly or do you
think there is a chance I do not?
Regards,
Christophe.
Christophe Cacheux
After Sales Manager
[email protected]
Tel. : +33 556 13 75 06
De : Me [mailto:email]
Envoyé : mardi 18 juin 2013 12:44
À : Christophe Cacheux
Objet : RE: Assistance/RMA
Mr. Cacheux ,
I have been trying to reach you for quite some time now (since 15th of May) , without success .
I have no idea if you’re familiar with my case , but let me summarize .
The PNY GTX650ti graphical card was gifted to me by my uncle Stefaan last Chrismas . He died
beginning of April due to cancer , which all went very quick .
In May my PNY GTX650ti starts to show corrupted images upon boot . So I open an RMA ticket with
PNY .
Cecile Tom tom correctly sent this Rma request to Eric Bordes . He replied he denied the RMA since I
don’t have any invoice . Since he admitted he had no power to deviate from protocol , I asked him to
speak his superior . As there’s nothing more he can do for me .
He denied and ignored this , and redirected me to http://www.pny.eu/sp/p-3-18/Contact/ , which is
quite blunt .
At least Cecile forwarded my email to you , but I never got a reply whatsoever .
No need to say I’ve never experienced such a thing my life . And I’ve seen my fair share of RMA’s
being an IT manager myself .
PNY support :
Scaring me , a potential customer , off for the rest of his life .
Giving me the urge to write about this experience on the net , and tell this to other people . As this is
an unbelievable painful but true story .
Abandoning their own product .
All this for a videocard with 100€ retail value ..
My question to you as a responsible is :
- Did this RMA get handled according to plan ?
- I’m assuming you have been informed by Cecile before (at least she told me on the 22nd of
May she did) . Why did you not take action in time ?
- Would you do anything to prevent this in the future ?
You can read most of the communication below in detail .
Signed : Me
From: Christophe Cacheux [mailto:[email protected]]
To: email
Cc: Eric Bordes
Dear Sir,
Would you please let me know how you think I can help you?
Best Regards,
Christophe.
Christophe Cacheux
After Sales Manager
[email protected]
Tel. : +33 556 13 75 06
Envoyé : mardi 18 juin 2013 11:26
À : Eric Bordes
Cc : Cecile Tom tom
Eric ,
Before disposing the card I took a look at it myself and noticed 1 memory chip does not look right
(see picture below) . Hence the corrupted image upon boot .
Now I have to say I want to write an extensive review of this RMA regarding the way I’ve been
treaded throughout this case on a few forums I frequent . A brand abandoning their own product is
nothing to sneeze at . Besides that the RMA takes way too long (starting on the 10th of May and no
result yet) .
However , I would still like to speak to your superior and ask him some questions . So I can write the
review as accurate as possible .
He can always reach me on my cellphone xxxxxxxxxx
Me
From: Eric Bordes [mailto:[email protected]]
Sent: Friday, June 7, 2013 10:11
To: Me
Hi,
I asked what is possible to do and then i will inform you as soon as possible
Regards
Eric
Envoyé : jeudi 6 juin 2013 22:20
À : Eric Bordes
What’s keeping you from providing me with the right contact information ?
Sent: Wednesday, May 22, 2013 16:57
To: 'Eric Bordes'
Where and how do I contact your direct superior .
Sent: Tuesday, May 21, 2013 15:41
To: Me
Hi,
I just have to apply our warranty conditions..anyway ,you will find all our contacts email using the
link below
http://www.pny.eu/sp/p-3-18/Contact/
Regards
Eric
Eric BORDES
RMA & Technical Support Department
PNY Technologies Europe
Envoyé : vendredi 17 mai 2013 15:48
À : Eric Bordes
Eric ,
I understand you either don’t have the power to deviate from protocol , or you are coldhearted .
Either way I would like to contact your direct superior about the matter .
Please provide me with his/her details .
Regards ,
Me
Sent: Friday, May 17, 2013 14:00
To: Me
Good morning,
I perfectly understood the issue but as stated previously without invoice there is no way we can
engage a warranty process,sorry.
Regards
Eric
Eric BORDES
Envoyé : mercredi 15 mai 2013 17:50
À : Eric Bordes
Dear Eric ,
I have 2 questions regarding your reply to me . Please read them carefully as I’m eagerly awaiting
your answer :
1- I have told Cécile the situation and why I can’t provide the invoice . Also the reason why I’m
contacting PNY directly . Have you seen that ?
2- Regarding “for all warranty process we need to have a copy of the original invoice of purchase
from one of our distributors or resellers.” : The invoice is being used to see how old the product is .
Since the GTX650ti product is barely on the market for 6 months , there is no need to be worried
that it will exceed the 2 years European warranty .
Me
Sent: Wednesday, May 15, 2013 16:16
To: email
Subject: Assistance/RMA
Dear customer,
i am really sorry to hear you are experiencing problems but unfortunately i will not be able to issue a
return material authorization with the information provided.
In fact ,for all warranty process we need to have a copy of the original invoice of purchase from one
of our distributors or resellers.
For more information ,here a link to consult our warranty conditions
http://www.pny.eu/s/g/Guarantees/
Thanks for your comprehension
Regards
Eric
Eric BORDES
Envoyé : mardi 14 mai 2013 15:14
À : Cecile Tom tom
Objet : RE: Demande d'assistance#assistance
Cécile ,
What’s the next step ? Where do I need to send my card to ?
Greetings
Me
Sent: Monday, May 13, 2013 13:08
To: 'Cecile Tom tom'
Subject: RE: Demande d'assistance#assistance
Cécile , I took a picture of the sticker as to make no typing errors .
My complete address is
Me
Xxxxxxxx
xxxxxxx
Thank you ,
Me
From: Cecile Tom tom [mailto:[email protected]]
To: Me
Hi,
Could you please give me all details that you have on the sticker 'PNY TECHNOLOGIES EUROPE '
which is on the card self with your complete address?
Cordialement,
Best regards ,
Cécile Tom-Tom
PNY TECHNOLOGIES EUROPE
Technical support
Tél :0556137532
Fax :0556134043
Envoyé : lundi 13 mai 2013 09:51
À : Cecile Tom tom
Even if he would still be alive that would be an inappropriate thing to ask . He died of cancer last
month .
That’s why I’m contacting PNY directly .
Signed : Me
To: Me
Hi,
Ask your uncle if he has kept the receipt.
Regards,
Cécile
Envoyé : vendredi 10 mai 2013 16:53
À : Cecile Tom tom
This has been a gift from my uncle last Christmas .
Best Regards ,
Signed : Me
Sent: Friday, May 10, 2013 16:20
To: Email
Dear customer,
When and where did you purchase it?
Cordialement,
Best regards ,
Cécile Tom-Tom
PNY TECHNOLOGIES EUROPE
Technical support
Tél :0556137532
Fax :0556134043
Name
Country
Email
Phone
Type
Ref PNY
Manufacturer
Model
OS
Message
Signed : Me
Belgium
Email
xxxxxxxxxxxxxx
Quadro
PO#xxxxxxxxxxxxxx
Own build
Own build
Windows 8 64 bit
This Nvidia PNY 650 Ti has always worked since I got it . Today I turn on my
computer and I get all weird graphics . Sticker sais SNxxxxxxxxxx

Just a reminder to let you know that i have not received any

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