Should your graphics card become defective at any time during your lease, we will get you up and running again within 5 days of receiving your notice about the defective card issue. Compare that to 2-5 weeks from start to finish if you had to do it directly with the manufacturer!
To start the Return Merchandise Authorization (“RMA”) process, simply send us an email to [email protected] or call us Monday through Friday 9am – 5pm CST at (512) 481-2134 or (888) 481-5145. We will take you through some troubleshooting steps from our own in-house knowledge base at first. Once we have made the determination with you that the graphics card is defective, we will issue you an RMA authorization number and start processing the RMA request.
At our discretion, we will either send you a replacement card or loaner card for your defective unit. If a replacement card is sent to you, this card will match the manufacturer and part number of the card on your account. If a loaner card is sent to you, this card will either match, be equivalent to, or have a greater performance rating than the card on your account. Either way, we will have you back up and gaming in very little time!
We will also send you the replacement or loaner card first* and give you fourteen (14) calendar days to have the defective card in-transit back to Cutting Edge Gamer. There are exceptions to our ship-first policy, which are outlined below.
(*) – We may ask you to return the defective or loaner card back to us first in these limited scenarios:
- You are a new customer who requests an RMA prior to their second monthly payment,
- You move but are unable to provide a new utility bill to verify your new address,
- You are a customer with a history of past due payments,
- You are a customer who has a poor timely return history (i.e. return shipments placed in-transit outside of the provided 14-day window), or
- Your account shows signs of fraudulent activity.
In these instances, we will send you a prepaid return label first via email, and once we see that the return shipment is in-transit, we will then ship out the replacement or loaner card.