Hey everyone,
I'm looking for some advice regarding a GPU warranty claim with CentreCom and what my rights are under Australian Consumer Law (ACL).
I purchased an ASRock Phantom Gaming RX 7800 XT 16GB from CentreCom on 8 November 2023 for $899. The card developed a fault, so I submitted it for warranty assessment through CentreCom, who sent it to their supplier (I was told it is overseas so I assume it is with AsRock in Taiwan).
This is a timeframe of what has happened over the period of time:
- After multiple emails of troubleshooting, they sent me a postage label and it was sent off to CentreCom.
- Arrived at CentreCom on the 27/08/26 and was then sent off to the supplier on the same day. I was told this process will take 2-4 weeks depending on the suppliers workload.
- Waited the 4 weeks and had heard nothing. Replied to the ticket on the 28/09/26 and received no response.
- I rang the warranties/repairs section on the 01/10/26 and was advised that my GPU had indeed gone overseas (that wasn't mentioned originally but no worries) and that an update would be obtained for me.
- Waited another week and did not receive an update as promised. On the 08/10/26 I sent an email which contained the following:
"Hi,
I’m following up again regarding my GPU warranty claim (Ticket Number), which has now been with your supplier for approximately 6 weeks. I was originally advised on the 27/08/26 that the expected timeframe was around 2-4 weeks depending on their workload. I contacted you by email on the 28/09/26 and received no response. I then called the warranty/repairs section on the 01/10/26 and was advised that an update would be obtained for me. It has now been a week since that call, and I still have not received an update. At this point, 6 weeks without any updates or a resolution is becoming frustrating.
Could you please provide me with an update on the status of the warranty claim including:
- Whether the GPU has been assessed by the supplier
- The outcome of that assessment, if completed
- Whether the GPU is being repaired, replaced or an appropriate remedy
- A timeframe for resolution
I look forward to hearing from you"
and this was CentreCom's response...
"Thank you for following up with us.
Your warranty claim is still being processed, and we can determine the appropriate resolution once we have the outcome of the assessment.
Once we receive further information, we will contact you with an update.
Thank you for your patience and understanding."
I'm not trying to be unreasonable but what an empty response from CentreCom. I understand that some parts of the process may be outside CentreCom's direct control however after this much time, it's reasonable to expect better communication and a clearer path towards a resolution.
We're nearly another week later from CentreCom's latest email and still nothing. I even sent an email to AsRock asking if they have received it and if so, have they assessed it, and no response.
How do you guys think I should proceed? Is it reasonable to be seeking some sort of remedy? (ideally a replacement GPU).