EVGA Customer Service Log

[hmmblah]

Doesn't matter if I wait or do the advanced RMA, The product I receive either way is still pre-owned.

I've had the card since the end of October, so around 8 weeks'ish.

Would be nice to have people on my side for once rather than up the backside of the billion dollar companies ^_^

That honestly sucks, I know I'd be gutted if mine died after 8 weeks. I feel for you for sure.

The place I bought it from, OCUK, Don't deal with EVGA warranties, They only sell the products.

I'm surprised they are allowed to do that. What if it was DOA, would you still have to deal with EVGA instead of OCUK? I'd never buy from a store that wouldn't allow an exchange. I've never had an issue with Newegg, Amazon, CDWG etc not accepting something back, especially something so expensive.

He is paying full price. He payed for the new product and got it replaced with a used one. How is that not paying full retail price? (unless I have missed something).

It was 8 weeks old when it developed a problem. Do you consider something 8 weeks old new?

Also the fact it was so widespread and a massive health and safety risk.

LOL They absolutely had to to save face. It was a really small percentage that actually did overheat and catch fire. Something like 100 out of a million sold (in the US). They must have had enough evidence though to expect a majority of the units to do the same thing.

 

[MadShadow]

It was 8 weeks old when it developed a problem. Do you consider something 8 weeks old new?

See my most recent post ^_^

 

[Dawelio]

This was meant to be his log of the customer service experience.

Which it is. With the addition of some comments. Isn't that what forums are for?

To me this sounds as it has gotten from his experience with their customer service, to some trying to get him to change his mind on how their process is being processed and handled.

It was 8 weeks old when it developed a problem. Do you consider something 8 weeks old new?

I'd say it depends on the product in question.

 

[MadShadow]

To me this sounds as it has gotten from his experience with their customer service, to some trying to get him to change his mind on how their process is being processed and handled.

Well yes, thats what forums are for. You debate and discuss various issues such as a company's RMA process. What's wrong with that? This isnt a blog

 

[hmmblah]

See my most recent post ^_^

I see it now, disregard my post.

To me this sounds as it has gotten from his experience with their customer service, to some trying to get him to change his mind on how their process is being processed and handled.

Discussion is a good thing, especially if manufacturers and stores see our feedback. I think if more people see that his ~$700 card died after 8 weeks and OCUK weren't willing to help and EVGA is sending him a refurb that could swing people to other brands/stores.

On the same token though, if this log reflects that EVGA did exactly what they say they would do, and the process was relatively quick, that could also sway some people to buy EVGA.

 

[Dicehunter]

I see it now, disregard my post.



Discussion is a good thing, especially if manufacturers and stores see our feedback. I think if more people see that his ~$700 card died after 8 weeks and OCUK weren't willing to help and EVGA is sending him a refurb that could swing people to other brands/stores.

On the same token though, if this log reflects that EVGA did exactly what they say they would do, and the process was relatively quick, that could also sway some people to buy EVGA.

There's no doubt that EVGA are speedy in their responses and handling of RMA's I'm just not comfortable getting a refurb having a lot of bad experiences with refurbs.

Time will tell

 

[SPS]

LOL They absolutely had to to save face. It was a really small percentage that actually did overheat and catch fire. Something like 100 out of a million sold (in the US). They must have had enough evidence though to expect a majority of the units to do the same thing.

Yeah it was no where near 100% but I think the chance of it happening per handset was pretty high due to that tolerance level on the battery case. Better safe than sorry with that sort of stuff I reckon.

To me this sounds as it has gotten from his experience with their customer service, to some trying to get him to change his mind on how their process is being processed and handled.

It's not about changing people's minds/opinions (what is it about this that people seem so obsessed with as of late), it's about sharing a different perspective that sometimes you don't normally see yourself. It's what discussion boards are for. In no way am I having a go at Dice, in fact I was hoping it would provide some consolidation that he isn't receiving a sub-par item back as in my opinion (and I think technically) they are equal exchanges when you work it out. I will agree though that when some companies refer to refurbs, they do mean bottom shelf, smashed about, treated horrendously.

 

[RobM]

tbqh I would be ed at having shelled out that amount of cash for a product to fail out of warranty let alon e within

 

[Dawelio]

Discussion is a good thing, especially if manufacturers and stores see our feedback. I think if more people see that his ~$700 card died after 8 weeks and OCUK weren't willing to help and EVGA is sending him a refurb that could swing people to other brands/stores.

On the same token though, if this log reflects that EVGA did exactly what they say they would do, and the process was relatively quick, that could also sway some people to buy EVGA.

Well I do see and understand your point here, I really do. But what I would personally say here though, in regards your post and what you're saying here, is that it will most likely never happen anyway. Not in any way, shape or form, that will likely have an positive effect on my own end really.

Again, I totally see and understand what you mean with this. I just don't see an positive ending for myself from this. As I always see myself as the one having the bad situation here (if you know what I mean... Bit hard to explain what I mean, as it's easier said in Swedish).

It's not about changing people's minds/opinions (what is it about this that people seem so obsessed with as of late), it's about sharing a different perspective that sometimes you don't normally see yourself. It's what discussion boards are for. In no way am I having a go at Dice, in fact I was hoping it would provide some consolidation that he isn't receiving a sub-par item back as in my opinion (and I think technically) they are equal exchanges when you work it out. I will agree though that when some companies refer to refurbs, they do mean bottom shelf, smashed about, treated horrendously.

I understand what you're saying here dude and I totally agree regarding sharing a different perspective that sometimes you don't normally see yourself. As many times and often this is the case for me personally. I often see one thing in one way and then someone says something to me that makes me see it in a new/different way/perspective.

So in that regard I stand corrected sir.

 

[jimma47]

I never really considered refurbs when RMAing products.

The only times I've done it have been two sticks of Kingston RAM that were replaced by the retailer at different times and an H100 that had a faulty pump develop after about three months use. All three times I've received products that to the best of my knowledge were factory sealed brand new.

The arguments on the cost to advance RMA are moot as it was his choice to go ahead and basically take another card before his old one had been seen by EVGA. That's pretty common as you essentially have two of their products in the stream at once. I have no issues there.

I guess the real question is - Does a refurbished 1080 Classified sell for more, less or the same as a 2nd hand 60 day old version. Assuming they both have zero faults and the same warranty entitlements.

 

[Dicehunter]

I never really considered refurbs when RMAing products.

The only times I've done it have been two sticks of Kingston RAM that were replaced by the retailer at different times and an H100 that had a faulty pump develop after about three months use. All three times I've received products that to the best of my knowledge were factory sealed brand new.

The arguments on the cost to advance RMA are moot as it was his choice to go ahead and basically take another card before his old one had been seen by EVGA. That's pretty common as you essentially have two of their products in the stream at once. I have no issues there.

I guess the real question is - Does a refurbished 1080 Classified sell for more, less or the same as a 2nd hand 60 day old version. Assuming they both have zero faults and the same warranty entitlements.

It doesn't matter if I wait and they return the card or I do an advanced RMA and get a different Classified card, Both will be refurbished units regardless.

The refurbished status shouldn't hurt resale value too much as it's pretty much a "tested by EVGA" status.

 

[jimma47]

It doesn't matter if I wait and they return the card or I do an advanced RMA and get a different Classified card, Both will be refurbished units regardless.

The refurbished status shouldn't hurt resale value too much as it's pretty much a "tested by EVGA" status.

That's good then. Yeah my point about the advanced RMA was about the upfront cost more than the actual end result.

 

[Warchild]

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.

I get the issue. But if they sent everyone a new card and took yours back which was repairable after a while. What do you expect them to do with all the faulty ones they receive back? Do you think they should just trash them and write them all off as losses? Selling them off as used at a reduced cost is not worth it to them and probably a loss since they could never sell it as cheap as your average joe pricing his on craigs list etc.

I can't think of a single company that will send out a brand new item unless a mass recall was involved or, discontinuation of a product. I remember decades ago getting a refurbed spectrum zx because the tape player in mine was damaged. Its been done for so long its just common practise.

It's not nice to receive someone else item, but as long as the exterior is good as new, then I dont care how many used bits are contained inside. As long as it works like it should.


But heres another way to think of it and a more extreme scale.

You spend 20k on a brand new car, 3months later it gets an engine fault. You don't expect them to give you a new car, you expect them to fix/replace the engine. Even these are refurbed. I know for a fact because I received one from Porsche when my boxter lost a piston many years ago. Or as they say, a "reconditioned" engine since the damage was quite large.

 

[Dicehunter]

I get the issue. But if they sent everyone a new card and took yours back which was repairable after a while. What do you expect them to do with all the faulty ones they receive back? Do you think they should just trash them and write them all off as losses? Selling them off as used at a reduced cost is not worth it to them and probably a loss since they could never sell it as cheap as your average joe pricing his on craigs list etc.

I can't think of a single company that will send out a brand new item unless a mass recall was involved or, discontinuation of a product. I remember decades ago getting a refurbed spectrum zx because the tape player in mine was damaged. Its been done for so long its just common practise.

It's not nice to receive someone else item, but as long as the exterior is good as new, then I dont care how many used bits are contained inside. As long as it works like it should.

Well as soon as I get the "new" one it's going to be tested for a few hours in The Division and Need For Speed in a warm room as that's when the faulty one crapped out when it reached 64'c while playing NFS as the VRM's just couldn't take it apparently.

If it's passes and it's all good then it will go up for sale, Luckily EVGA's warranty is transferable so that should be an extra incentive.

 

[Warchild]

Well as soon as I get the "new" one it's going to be tested for a few hours in The Division and Need For Speed in a warm room as that's when the faulty one crapped out when it reached 64'c while playing NFS as the VRM's just couldn't take it apparently.

If it's passes and it's all good then it will go up for sale, Luckily EVGA's warranty is transferable so that should be an extra incentive.

refurb or not. EVGA still provide the best service in my opinion. I'd stick with them if they were not so expensive here in Norway.

 

[jimma47]

Well as soon as I get the "new" one it's going to be tested for a few hours in The Division and Need For Speed in a warm room as that's when the faulty one crapped out when it reached 64'c while playing NFS as the VRM's just couldn't take it apparently.

If it's passes and it's all good then it will go up for sale, Luckily EVGA's warranty is transferable so that should be an extra incentive.

The internal case temps or the GPU core got to 64? Sitting here on a 30 degree C day thinking I shouldn't have crammed two 980s into a very compact case. They're idling at 60 on the core and according to CAM the top mobo temp is at 52...

Superheated room!

Glad the warranty is transferrable that's definitely a gold star for EVGA

 

[SparkleDJackson]

not evga related but warranty related. i had a corsair force ssd that i had sent back as it had pooped itself. no worries they replaced it with a refurbed unit. no worries. what was funny about it was the refurbed unit was in a different housing that the one i sent in and it had a big sticker saying refurbished in white block capitals. i didnt care that it was previously owned but it is was funny that the refurb involved changing the enclosure and then marking it blatantly obviously. like if you bought a classified and when you get the unit back they have replaced the cooler with the og black plastic base version cooler with the terrible blower on it.

 

[AlienALX]

Logic. You send back a used card, they replace it with a used card /Logic.

Every company does this. Not just EVGA but Giga and MSI for sure do exactly the same thing. I wouldn't worry about a card being refurb or repaired, they don't just bake them and send them back out they replace VRMs etc etc.

Gigabyte are the best at this. I have had a couple of mobos where they replaced the entire socket because the pins had shorted and turned blue and stopped working.

 

[sheroo]

When the pump on my H100i died after about 10 months, Scan just replaced it with a brand new one. I know its £80 not £800... I would feel gutted if I shelled out that kinda money and something died 8 weeks later - I wouldn't want a refurb - I'd want a brand new replacement. Personally I think you should of got a new one, and EVGA should be selling the refurb. If they're making a loss then it might improve their QA...

 

[AlienALX]

When the pump on my H100i died after about 10 months, Scan just replaced it with a brand new one. I know its £80 not £800... I would feel gutted if I shelled out that kinda money and something died 8 weeks later - I wouldn't want a refurb - I'd want a brand new replacement. Personally I think you should of got a new one, and EVGA should be selling the refurb. If they're making a loss then it might improve their QA...

Only thing wrong with doing that is BFG. They used to send brand new cards out, often upgrades, for a RMA.

The thing is if you toss all of your used stock in the trash you are throwing cash away. That is why most GPU manus now have proper repair machines and facilities to stop the waste.

If a GPU works it works. So long as it's not manky and covered in solder wash I wouldn't really care.