I'm very annoyed and angry with EVGA's customer service right now; the only reason why I went with them in the first place was because they allegedly provided the best, and yet here I am having to play "Twenty questions" with their customer service team, first regarding an RMA and now in regards to step-up. Maybe someone here can help me.
 
 
After going through an excruciatingly lengthy RMA process (including one part where their representative somewhat decided to end the conversation rather than continue with the process like I requested), I finally got hold of a new (and low-and-behold, functional) GTX 780ti. Unfortunately, as luck would have it the new 900 series cards have been released, and since I can't get my card replaced/refunded with the original seller since I no longer have the damn card, at 'least I can take advantage of the fact EVGA provide a step-up program.
 
EXCEPT I CAN'T.
 
Even though the product (either my original card or my replacement) is less than 90 days old, I can't seem to start the step-up process. There's conflicting information on the EVGA's website saying I need an extended warranty, but I can't seem to purchase that either; not that I want to purchase it mind you, since I'm going to have to pay an excruciating amount in shipping just to get a swap. Note to self, do research on graphics card series release times BEFORE purchase.



Can anyone provide assistance? I'm sick to death dealing with this company and just want the best option available to me.

I have sent you an email with further questions. Thank you for dealing with this.

earnest79
I had a similar issue all it took was a 5 minute chat to get it solved.

 
With US support? My bad experience has been with the EU team; further to my problems, when I did contact them the first time about step-up they outright told me I *had* to purchase an extended warranty. Low-and-behold, I'm eligible for it anyway.

I don't really understand what you're trying to say. Is this in response to my previous post?


If it is, then the issue has been resolved by US team member Joey. All I'm saying is that EU support told me to purchase an extended warranty in order to be eligible for step-up, and seemed oblivious to the fact I was already eligible for the step-up program.
 
As for contacting you, I've already sent an email to your support manager about other concerns and am awaiting his return to office.

 
Yeah seem to hearing a few bad things about EU EVGA on these forums lately.
 
 
 

So for some reason my graphics card has been reverted back to not being eligible for step-up. I'm really fed up now.
 
After all this hassle, give me free step-up collection and I'll be a happy bunny lol.

MSim
This is nothing new from evga.eu customer service. EVGA needs to find someone like ChrisB to manage customer service for that region.

 
Quite clearly I'm not the only one who's been having problems. I'm just utterly disappointed, because I usually go with Gigabyte and thus far I've had absolutely zero problems with them. I try out EVGA and all I have is a load of trouble.
 
 
 
I mean, I'm not even sure I'll bother stepping up yet. I paid the damn premium price for the card and doing step-up is likely to cost me another £100 more (in fact, if it weren't for the fact the original card was faulty I would have just got a refund and gone with a different brand AND a GTX 980), but it's the fact I don't even have the option (again!) when I am within the requirements to have said option.

I said I'd leave it, but now the damn card is exhibiting the same fault as my original 780ti card. 
 
Can someone please give me advice on how to deal with this situation?

Hi Chris,
 
Thank you very much for your response. I know I must come across as quite a rude person but, honestly, I'm just frustrated by this whole ordeal. I'm sure now we'll be able to get it sorted.

Firstly, thank you for looking into this for me. I appreciate it, and I am glad that the step-up issue has been resolved.

As for the issue with the graphics card, unfortunately it is the same problem as I had before whereas the card emits a louder and more "unusual" noise around the 40%-50% mark. I have both manually tested this through use of MSI-Afterburner fan controls and through playing games (in fact, I'm playing Borderlands The Pre-Sequel right this moment, and at 46% I can hear the noise). I also had another issue which doesn't appear to be replicating itself as much, but it was a subtle "rattle" at lower fan speeds. The plastic is definitely off as I made sure to double-check when I received the card.
 
If I were to seek a replacement under warranty would I be able to just switch to the 900 series? Saves the hassle of me stepping-up later as well as running into this problem again with a third card (it appears to be an issue with the original ACX cooler).

Please advise.

I can't fault Chris (again, US department) for doing his job and being helpful, but man...pretty sure this company doesn't like me.
 
Just as I thought I was making progress above, as soon as I send an email to Chris I get relayed back to the EU team (where by I was told to expect a response within one business day...nothing). The only response I've received is in regards to a previous email whereby I've told the representative I'm waiting on feedback from Chris's "investigation".

I'm really sorry to say this, but this is the worst customer service I've ever experienced, and I'm generally not someone who will get uptight over this sort of thing. Amazon gives me a full refund for an item well past it's date as per the return policy, and another company bump me up to priority delivery just for making a phone call to check on stock levels. Heck, a small company in London refunded the entirety of a £800 order because they couldn't provide me with the card I wanted for another PC. EVGA on the other hand expect me to play twenty questions with their support team to get them to describe their RMA process, revoke my Step-Up eligibility twice, instruct me to purchase an extended warranty to obtain said revoked eligibility, and keep throwing me between departments. Well and truly disappointed.
 
The problem I have with my card requires a simple Google search to find documented information about it occurring. Your policy states if my card is faulty within warranty I am entitled to a replacement of the same model or one of greater performance. I'm sorry, but I simply don't believe you when you say my previous card was in working condition either; the fan clearly has a noise issue when around the 40%-50% mark (and I sent a recording to prove this and it was accepted). Since you keep messing me around, how hard is it for this company to issue an Advanced RMA (so I don't go without) for a GTX 980 so I don't have to go through this experience a third time and because I've had to go through all this damn fuss.

I just want a card that doesn't go faulty on me and, sorry, but I've lost faith in your GTX 780ti line. I'm also not stepping up this card because I am NOT paying anything nor am I waiting a lengthy amount of time to have this faulty product replaced. Once I receive a response, I will take yet another video to prove the same fault that was accepted by the EU customer service team the last time around.
 
Wish I'd got a full refund from the retailer now. This has just been terrible. :(

Nereus
So.. although EU office have apparently dropped the ball (repeatedly), US office have stepped in and even offered a step up, but now you say you don't want a replacement or a step up? So basically you've just told EVGA that you don't want them to do anything...  maybe that's why EU haven't done anything further.
 lol.

No, I want a replacement, but I'm no longer confident in their GTX 780ti products. I am also not taking up the costs or waiting the length of time it takes to go through the step-up process.

 
Really doesn't sound that bad to me lol, but I guess the only way to compare is with a digital sound level meter though. Are you expecting them to be silent?
 
I returned a GTX-970SC reference a week or two ago, now *that* was annoying.. sounded like a small turbine engine cranking up as the load increased, even on idle it was annoying, like a whining noise (it was the fan, not coil whine), yours sounds way better.
 
 
 
 

SpiritSharD
The video doesn't do justice..

Yeah that's what I figured. Well.. third time's the charm? Hope it works out for you. EVGA are pretty good over here in the US, it's a shame they seem to be lacking in the EU.
 

SpiritSharD
I'm just annoyed. I'll be fine when it's all sorted. Imma nice guy really. :D

But yeah, here's hoping. *fingers crossed*

Please keep us informed