The user replaced the RTX 4090 with the RTX 5090 after a year of issues with the ZOTAC warranty.

A customer who bought a GeForce RTX 4090 graphics card from ZOTAC at the beginning of 2023 began to experience serious failures just a few months later: blue screens, freezes, artifact appearances, and PCIe bus connection errors. According to the owner, such symptoms occurred regularly, making computer work nearly impossible.

Considering that the warranty period for the RTX 4090 is three years, the user initiated the first contact with the ZOTAC service center about a month before the warranty expired. After sending the card for repair, he expected about thirty days, but no response was received, and he was forced to contact the American division of the company.

Company's decision

Representatives of ZOTAC USA reported that management approved the replacement of the faulty device with a higher performance model. Instead of another RTX 4090, the client was sent a completely new GeForce RTX 5090 Solid graphics card. According to the owner, the received sample passed internal testing and was fully operational.

It is important to note that ZOTAC's policy allows for the use of both new and refurbished or used products for warranty replacements, provided they pass mandatory checks. In this case, the replaced card was indeed new and not refurbished.

However, with the replacement came a new nuance regarding the warranty. For the RTX 5090, the customer was provided with only a 30-day coverage period, as the warranty period is considered a continuation of the original RMA warranty period and is not automatically extended. Thus, the remaining warranty period for the original RTX 4090 (about two years) was transferred to the new card, but without an increase in the overall protection time.

ZOTAC USA's policy clearly states that in the absence of the original model in stock, the company may offer a device with similar or higher performance. The decision to replace remains with the company, and not every case of a faulty RTX 4090 results in receiving a more expensive model.

The case with the RTX 5090 is not the only one. Last year, another American customer also reported that after a long search for a replacement for the RTX 4090, ZOTAC agreed to send a more powerful card. Both incidents demonstrate the company's flexibility within its warranty program, but also emphasize that such decisions are exceptions rather than the rule.

For owners of RTX 40xx series graphics cards, this is an example of how prolonged hardware issues can lead to unexpected solutions from the manufacturer. However, users should consider that the warranty period may change with a replacement, and the final decision always remains with the service department.

Source: 3DNews