EVGA Customer Service Log

[Dicehunter]

So as per TTL's recommendation I'm starting a small log with my experience with EVGA's customer service.

I've read quite a few comments about EVGA's European customer service department being quite lazy and lackluster compared to their US department which is the one that gets all the praise.

This should be a good indicator for any prospective UK based buyers of EVGA products as to the quality of customer service you will encounter should you need it.

So far it seems to be going ok, Chat logs so far -

Question Date: 4/1/2017

My 1080 Classified keeps black screening, Fans rev up to 100% and the computer resets itself.

I've tried it in another computer and it does exactly the same thing.

Also the 5 white lights on the side, The first light on the far left dims quite a lot which I've been told signifies a fault with the cards power delivery.

I've tried a different 1080 from Asus in my computer and have no problems.

Quite annoying.

Answer Date: 5/1/2017

Thanks for the message and letting us know...and I am sorry to hear you are having some issues, as you have already tried troubleshooting etc, I have gone ahead and started the RMA process.

A RMA Ticket is now open for you. Now you can start the RMA in the product detail page.

You can find the page, while you are logged in to your EVGA Account and view at the MEMBER HOME section MY PRODUCTS.

At the next page you will get a list with all your products and the option to VIEW DETAILS.

Then choose 'START NEW RMA' and then select Standard or Advanced RMA and fill in the forms.

After the approval of your RMA request you will get the shipping information via Email and will also find it in your product details.

Please give us a short error description within the RMA-request and make sure your shipping address is correct. and you have uploaded your purchase invoice against the registered product

Kind regards

EVGA

UPDATE

5/1/2017

Since then I have followed up with a request for an advanced RMA, This entails me giving EVGA collateral of €800, Roughly £700, They send out the "refurbished" one, Which I'm really not happy about so I will not be buying EVGA products again, I send them the faulty one, As soon as they get the faulty one they refund me the money.

When I get any updates I'll update the thread.

UPDATE

6/1/2017

No information and no interactions.

UPDATE

7/1/2017

No information and no interactions.

UPDATE

8/1/2017

No information and no interactions.

UPDATE

9/1/2017

The advanced RMA has gone through and now I need to pay €799.99 which will be refunded minus conversion charges to GBP when they receive the faulty one.

Will be paying it tomorrow morning and it should take 1-2 days before I get a "new" one back and then I pay roughly £20 out of my own pocket with insurance to ship the faulty one.

UPDATE

10/1/2017

Paid £726.67 an hour ago in collateral of which I'll get back once they get my faulty card.

The "new" card will be with me in 1-3 business days.

UPDATE

12/1/2017

Delivered by UPS at 6PM

 

[tinytomlogan]

A lot of RMA replacements will be refurbs. Essentially if yours can be repaired someone else will get it.

It is common practice

 

[Dicehunter]

A lot of RMA replacements will be refurbs. Essentially if yours can be repaired someone else will get it.

It is common practice

I'm not keen on it but that's todays industry of cutting corners to maximize profits.

 

[tinytomlogan]

Its not cutting corners. This one is just repairing a product. If it then works 100% its totally fine.

They could make you wait while they repaired yours and sent you the same one back. At least this way you get something working again dude.

Very few people will send out a brand new product in replacement for something so expensive. Also stops tards thinking "Ill break it and get a new one then sell it"

I get your side 100% but it just doesnt and tbh shouldnt happen in this day and age.

 

[Dicehunter]

Its not cutting corners. This one is just repairing a product. If it then works 100% its totally fine.

They could make you wait while they repaired yours and sent you the same one back. At least this way you get something working again dude.

Very few people will send out a brand new product in replacement for something so expensive. Also stops tards thinking "Ill break it and get a new one then sell it"

I get your side 100% but it just doesnt and tbh shouldnt happen in this day and age.

Well that's what an advanced RMA with EVGA is, I pay them the price of a Classified which at the moment is £749.99, So they aren't exactly doing it for free ^_^

But yeah I agree this type of thing shouldn't be happening, EVGA should have adopted the process Asus has with the automation of parts installation so it removed human error and is better at finding component faults.

 

[MadShadow]

Tom, I get what you're saying, but the way I see it is that you've paid for a new product and, at the end of the day, have recieved a refurbished/used product instead. You could have gone on Ebay to get that product at a much lower price.

 

[RobM]

but if they repair and send it back it is by definition "refurbed"

 

[Dicehunter]

but if they repair and send it back it is by definition "refurbed"

Well the faulty one I send them stays with them and I never see it again, With the advanced RMA I pay them the cost of a new Classified as collateral and they send out a refurbed Classified, Which I'm not happy about but that's todays industry, And then when they receive my faulty one they refund me the collateral.

Corsair's been doing the same advanced RMA service for a few years so it's not a new thing.

Once I get the refurbed one though I'll test it to make sure it's ok and then put it up for sale as I've bought an Asus 1080 ROG Strix as I have years of experience with dealing with them and the RMA process is much easier, If it goes wrong I just send it back to overclockers and they send me a new one within a few days.

 

[tinytomlogan]

He bought a new product and got a new product.

They are only asking to cover a new card where its an advanced RMA. He gets all of the money back when he sens his in. If he wanted to wait he wouldnt have to pay at all.

I genuinely dont see an issue.

 

[Dicehunter]

He bought a new product and got a new product.

They are only asking to cover a new card where its an advanced RMA. He gets all of the money back when he sens his in. If he wanted to wait he wouldnt have to pay at all.

I genuinely dont see an issue.

I won't be getting a new product, I'm getting a pre-owned refurbished product, EVGA only send out brand new cards if it goes wrong within 30 days, After that they are all pre-owned.

 

[tinytomlogan]

I won't be getting a new product, I'm getting a pre-owned refurbished product, EVGA only send out brand new cards if it goes wrong within 30 days, After that they are all pre-owned.

The first card you got was new. That was my point.

Youre not buying a new card with the RMA - youre just cover the cost of one to facilitate the advanced RMA

 

[Dicehunter]

The first card you got was new. That was my point.

Ahh right but still getting a pre-owned card back is a bit of a urine extraction IMO.

 

[MadShadow]

The first card you got was new. That was my point.

Youre not buying a new card with the RMA - youre just cover the cost of one to facilitate the advanced RMA

It doesn't matter that the first card was new, because it didn't work! The first actual functioning card that he's getting is the reburbed one. That's what I have a problem with

 

[Dicehunter]

It doesn't matter that the first card was new, because it didn't work! The first actual functioning card that he's getting is the reburbed one. That's what I have a problem with

Welcome to western capitalism, Where only profit matters and everything else is an afterthought ^_^

 

[tinytomlogan]

Ahh right but still getting a pre-owned card back is a bit of a urine extraction IMO.

You can only expect a new one when you first buy it. They cant go handing out new all of the time. The fact youre getting a factory tested one is still a good thing. Think about the environment a bit and understant it would be daft to just shell out new cards is a bit woo.

I think its only an issue because you already have a new card and want to sell it tbh.

Id just be thankful they have an advanced RMA option and that you dont have to wait for it to go off and be repaired and the same one come back to you

 

[SPS]

It doesn't matter that the first card was new, because it didn't work! The first actual functioning card that he's getting is the reburbed one. That's what I have a problem with

But he's had it longer than 30 days, so his card is no longer new, why would he receive a new one?? Mind boggling. Everything depreciates in value with use.

 

[Dicehunter]

You can only expect a new one when you first buy it. They cant go handing out new all of the time. The fact youre getting a factory tested one is still a good thing. Think about the environment a bit and understant it would be daft to just shell out new cards is a bit woo.

I think its only an issue because you already have a new card and want to sell it tbh.

Id just be thankful they have an advanced RMA option and that you dont have to wait for it to go off and be repaired and the same one come back to you

Well I want to sell it because I bought a replacement card as don't want my rig catching fire in the middle of using it as has been seen in a video posted on youtube ^_^

If the refurbed one turns out ok then I'll be happy and just recoup some funds from the sale of it but from my own experience at least with refurbished products they often have brand new problems introduced by the refurb process.

We shall see

But he's had it longer than 30 days, so his card is no longer new, why would he receive a new one?? Mind boggling. Everything depreciates in value with use.

I'm going off my own experience with other companies who do replace items with brand new parts if it's still within warranty rather than just giving out a refurbed pre-owned part.

 

[SPS]

Well I want to sell it because I bought a replacement card as don't want my rig catching fire in the middle of using it as has been seen in a video posted on youtube ^_^

If the refurbed one turns out ok then I'll be happy and just recoup some funds from the sale of it but from my own experience at least with refurbished products they often have brand new problems introduced by the refurb process.

We shall see

I'm going off my own experience with other companies who do replace items with brand new parts if it's still within warranty rather than just giving out a refurbed pre-owned part.

Sorry mate but that's a load of rubbish. I wouldn't generalise every company based from a few.

 

[Dicehunter]

Sorry mate but that's a load of rubbish. I wouldn't generalise every company based from a few.

So my own experience from the last 6+ years is a load of rubbish ? Thanks, Good to now

 

[SPS]

So my own experience from the last 6+ years is a load of rubbish ? Thanks, Good to now

but from my own experience at least with refurbished products they often have brand new problems introduced by the refurb process.

You're saying the majority of refurbed products have been worse than the original broken product?