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Like so many others, "Melodic" found his graphics card non-functional after melting the 12V-2×6 connectors on both ends of the modular cable that came with his 1600-watt ASRock power supply (the PG-1600G, which we reviewed last year ). This happened despite the fact that he says he was using the stock BIOS, no overclocking, and, in fact, a manually reduced power limit. Moreover, the card was supposedly sitting idle when it died, although that doesn't really mean anything. He opened a ticket with PNY and says he was denied the next day with this response:
All PNY GPUs that require a 16-pin (12VHPWR / 12V-2×6) input include a PNY-approved power cable or adapter in the box. This cable is the only configuration covered under warranty. If a third-party power cable, adapter, or PSU cable is used and damage occurs – including melting, burning, overheating, or deformation of the connector – PNY cannot accept the product under warranty. Damage caused by non-PNY cables falls under the responsibility of the manufacturer of that cable or power supply.
Well, he wasn't using the included cable or an approved one, but he was using the native cable from his power supply; surely that should be good enough, right? After all, the warranty terms actually don't appear to say a single thing about 12VHPWR or 12V-2×6 cables. According to the Redditor, the only thing the warranty says about power is that the card has to be "installed in accordance with the installation guide provided herewith." Guess what the installation guide says?
If you guessed "locate an unused power connector within your system and plug it into the corresponding connector on your graphics card," congratulations, you will also be denied warranty service from PNY, because apparently you have to intuit which cables are approved by PNY, since, as far as we can see, there's no list of approved cables anywhere on PNY's website, nor in the product documentation for its graphics cards. Besides, the card didn't come with a 16-pin cable, so it's not like he could have used PNY's own cable, and the idea that the firm would prefer him to use an "octopus" adapter over a native cable is shaky at best.
I personally have never had the pleasure of dealing with PNY support, but multiple other Redditors in the thread, which is nearing 1,200 replies at this point, have mentioned a history of difficulty getting support from PNY. When asking the company which clause of their warranty policy they are using to deny his warranty request, /u/Melodic_Initial_1767 was apparently told by a "Senior Technician" that the decision is final and that his ticket had been closed.
Nvidia reportedly denies RTX 5090 warranty over faded serial number
Key considerations
- Investor positioning can change fast
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Reference reading
- https://www.tomshardware.com/pc-components/gpus/SPONSORED_LINK_URL
- https://www.tomshardware.com/pc-components/gpus/pny-allegedly-refuses-to-cover-melted-rtx-5090-powered-by-native-power-supply-cable-company-closes-users-ticket-when-questioned-on-policy#main
- https://www.tomshardware.com/membership
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Informational only. No financial advice. Do your own research.