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Possible return fraud on my hands with a buyer help!
I sold a high-end MSI RTX 4090 liquid-cooled graphics card, brand new, never used, open box, to a buyer who owns the exact same identical hardware. They opened a return within 30 days, saying the card is overheating at an idle 70°C. The GPU is new, never used or installed, and open box. My card even has the shrink wrap intact all over. This buyer commented on their own identical hardware having hardware failures that relate to issues with overheating and cooking itself. Based on how they responded. MSI, the company that makes the graphics card, would not validate a warranty service request by this customer because of said condition of their own hardware, which is, like I said, the same as the one they have purchased from me. I am deeply concerned about the possibility of return fraud with this customer hot swapping out their own defective, failed hardware in place of my new hardware. Only for them to ship me back their defective graphics card, and not the card I originally sold to them. Here's one of their responses that threw up red flags.
"I am looking for a replacement for mine due to the water cables pump disconnecting slightly and causing it to cook itself. It still functions but has Nvenc encoder crashes, and that's a problem considering I'm a full-time streamer, so my job is kind of reliant on having a good card. Mine surprisingly doesn't have thermal throttling issues even after that happening, but something on the board did break. I want a replacement because sending it to someone would leave me without a way to earn money."
Before that, I informed this customer that the card they purchased comes with a full one-year warranty replacement at no cost. They completely ignored this option and set up a return. I also clearly let this customer know that MSI would never warranty service for their own MSI 4090 Suprim GPU because of the stated condition they openly stated in our open communication.
The MSI RMA Warranty Guidelines are as follows:
Physically Damaged VGA. Physical and/or liquid damage is not covered under warranty terms & conditions. There will be a replacement fee assessed to replace units with physical damage. Examples of physical damage include, are but not limited to, bent pins, Damage to any IO port, USB ports, pin headers, Liquid damage, cosmetic damage, and induced damage caused by improper installation.
It is truly a spicy situation with this customer. I will know by tomorrow when I receive the card back.
