PNY bases RTX 5090 warranty denial on 12VHPWR cable use

PNY bases its RTX 5090 warranty denial decision on the use of 12VHPWR cables. Users cannot find this restriction in the warranty documents.

A user encountered a PNY RTX 5090 warranty denial for his RTX 5090 graphics card, which experienced a hardware failure while idle. The company claims that the malfunction was caused by using a different 12VHPWR cable instead of the cable coming from the graphics card box.

The user stated that when he examined the official warranty documents published by PNY in detail, he did not find any clause restricting the use of third-party cables. While PNY argues that only cables approved by itself are under warranty, the user emphasizes that he does not use any adapters or converters.

Uncertainty in Warranty Conditions

The graphics card in question was used with the ASRock PG-1600G power supply, which supports the ATX 3.1 standard. The user argues that the power supply prefers its native 12VHPWR cable and this does not constitute a technical error.

In the response sent by PNY, it is stated that all graphics cards that require 16-pin input have an approved cable in the box. The company states that any configuration other than this cable will be void of warranty in case of melting or burning.

However, the user states that there is no reference to the 16-pin cable in PNY's installation manual, only 6- and 8-pin cables are mentioned. The company's current documents dated Rev 02.28.2025 do not contain any restrictions on cable or power supply connection.

While defending its decision to deny warranty, PNY refrains from making an explanation as to why these details are not included in the documents. The user states that, as a result of his research, he is sure that the warranty terms do not include such a restriction.

Final Decision and User Reaction

A senior technical officer of PNY did not respond to the user's questions about the warranty terms and stated that the decision was final. Following this statement, the company closed the support request and ended the process.

The user who shared the issue on the Reddit platform stated that the graphics card runs with stock VBIOS and the power limit is kept below the default values. This strengthens the claims that the hardware failure is not caused by user error.

Many users argue that PNY's attitude is unfair and suggest that the issue should be taken to senior management. Justifying a limitation that is not included in the warranty documents has become a serious topic of discussion in the technology community.

It is noteworthy that the company does not clearly state the situations outside the scope of warranty and rejects the user with vague rules. This approach of PNY reignited the discussions on transparency in the warranty processes of hardware manufacturers.

Do you think video card manufacturers should have the right to void the warranty for using cables other than the ones included in the box?