In his original post he quotes the rep quite differently. He didn't tell him
to shut up about it. He asked him not to tell others that he had helped him out. There are other reasons besides bribery and collusion to not want it to get out to contact him personally, the xfx rep, if you have problems. That really is what the retailer's for.
I can't put people in direct contact with any of the reps that I deal with (Well, I could, but they'd be very unlikely to ever do anything for me afterwards.). They don't have the time to deal with every single whiny customer out there. The world is full of incompetent consumers and professional complainers. It's the retailer's job to filter those out before the manufacturer's rep gets involved. I take the details and contact the rep. The rep then either contacts the customer or authorizes me to do something to sort it. With the good reps, it's usually the former. With the lazyass crap reps, it's usually the latter, after I badger them on the customer's behalf.
See, while I'm not disagreeing at all that their should be a revised model number on the later models, there is a level of service that you loose by circumventing the full service retailer. For some reason the OP keeps the people he paid his money to, who are just as guilty of not updating their information, anonymous. Why is that? He is their customer. They are XFX's customer. They sold him the board that his waterblock wouldn't fit. They should have either offered to replace the card with the card he had originally purchased, or offered him compensation to make up for the cost/inconvenience he had suffered. Instead he apparently happily lets them keep his money after getting something different than what he ordered and completely lets them off of the hook for any responsibility. Why? That part seems fishy.