I ordered an ASUS RTX 5090 TUF after finding one available at MSRP. The package arrived sealed in shrink wrap, but I immediately noticed wear on the screws. After installing the card, my computer would not boot, so I opened it and found that the GPU had been disassembled and stripped of its VRAM and core. The retailer told me to send it back for an RMA. I have already taken many photos, but what else should I document or do to protect myself from being blamed for the damage or having the return rejected?
5 Answers
Use a shipping service with tracking, insurance, and proof of delivery. Photograph the package on a scale if possible, including its final weight, since that can help show what was actually returned. Keep copies of the invoice, RMA instructions, shipping receipt, and every support conversation until the case is completely resolved.
For future high-value hardware, start recording as soon as you notice anything suspicious and capture the unboxing, serial number, condition, and first power-on attempt. Video is not perfect proof by itself, but a continuous record combined with photos, package weight, and shipping documentation makes your case much stronger.
Document absolutely everything before sending it back: clear photos of the card from every angle, serial numbers, labels, the packaging, the shipping box, and the missing components. Take timestamped video showing the card being packed, sealing the box, and attaching the shipping label. Keep the original packaging and make sure the tracking and return authorization are saved. Put the issue in writing through the retailer's support system so there is a complete record.
The fact that the outside was sealed does not prove the contents were untouched, especially when the screws already showed wear. Do not attempt any more repairs or modifications. Return it exactly as documented, and ask the retailer to confirm in writing that the RMA notes include the missing core and memory.
If the RMA is denied or they claim you returned a different or damaged card, contact your credit card provider about a dispute. Give them the order details, photos, videos, return tracking, and the written correspondence. A chargeback can affect your ability to use that retailer again, but it may be the practical fallback if they refuse a refund or replacement.
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