Oddgaffer
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Hello everyone, got a nasty situation on my hands. I bought 2 of the hydro copper superclocked titan black cards. One was DOA but after an RMA from newegg I thought all was well. About 4 weeks later, the waterblock (supplied by evga as the stock cooler) on the top card of the SLI configuration began to leak from between where the plastic base and metal heat plate meet...the hard with the leak survived (presumably because the waterblock sits upside down when the card is in use so the water didn't hit the card itself. Problem is that since it was the top card it dropped onto the bottom card. I was playing a pc game at the time and didn't notice till my machine powered off. The coolant damaged one of the small silver areas on the back of the card. I applied for an RMA through evga and hoped for the best. Got an email today that said I had to pay $1250 for a replacement. Now I understand where they are coming from with the water damage thing, but it was their factory installed water block that leaked and caused the damage. I responded to the email informing them of this but haven't heard back yet. Basically wondering if the water damage is going to be the end all factor in this, meaning I'm out the nearly $1400 I paid for the card, or if since the card came with a factory installed waterblock that leaked and caused the damage if I might not be totally screwed.
Looking for any input on this so I know if I'm wasting my time trying to reason with the RMA department.
Sorry for such a negative post, I'm (understandably) not in the best mood.
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JLMS2010
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Re: Is this game over?
2014/07/11 17:52:54
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I'm sorry to hear that, that sucks. I'm not sure how this will be handled, but I would think they would want to inspect the card before making a decision one way or another. If it was a manufacturer defect in the water block and no signs of physical damage, I would hope they would take care of you. This is just my opinion, on how I would think the situation would be handled. Best of luck!
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ty_ger07
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Re: Is this game over?
2014/07/11 17:56:54
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Where exactly did the water leak from? Can you prove that the water block leaked due to a defect or issue with factory assembly and that it wasn't the fittings or hose connections which leaked? Do you have pictures?
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moto377
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Re: Is this game over?
2014/07/11 18:17:39
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I think per the warranty, you are technically out of luck for the card that got leaked on. However, since it was one EVGA card that leaked and damaged another EVGA card, I would hope they would take care of you for the 2nd card. Perhaps a minimal charge of some sort, but $1,250.00 is unreasonable considering the circumstances. I think it is worth making your case with EVGA. Let us know what the outcome is.
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Oddgaffer
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Re: Is this game over?
2014/07/11 19:02:36
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Suppose it's a waiting game at this point then. Ty_ger07: the liquid came out from the seam where the acetal block top meets the metal (nickel plated copper I'm guessing) if I'm not mistaken then there's a big oring or something that seals around the water channel, and I assume this is what gave way. I haven't been stressing my rig out recently so maybe my first hard gaming activity raised my temps enough for the CPU fan port my pump PWM cable is plugged into to increase the speed, and thus the total flow, of my pump higher than it had previously gotten and revealed the bad seal. Just speculation on my part of course. Will pray for the best and keep you all informed.
post edited by Oddgaffer - 2014/07/11 20:08:24
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BioHazardSperm
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Re: Is this game over?
2014/07/11 20:13:59
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just a fyi i believe they pressurize it before it leaves for retail for a long duration to insure a solid seal .It covers them from user error of installation. I wish you luck but TBH since 2007 ive never seen one EVGA water-block be factory leak defective and a RMA posted for it ,yours is the first .
I am >>NOT< < a EVGA Forums Moderator or a EVGA.com Employee.I am only a "Game Server Admin" My posts and are my own and not EVGA's.
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mdzcpa
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Re: Is this game over?
2014/07/11 20:24:49
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I have two of these same cards. I kept a close eye on them for a week or two, but haven't checked since. A double check after this post and all is still good. To be honest, these cards are high end and go through some pretty rigorous QC before they go out. For you to have one card DOA and now another leak...well the odds are pretty astronomical. Not saying it didn't happen exactly as you say...but from an odds perspective I could see how EVGA might wonder about user error. I guess it is indeed a wait and see and I hope they cover it for you. good luck!
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Oddgaffer
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Re: Is this game over?
2014/07/11 20:39:12
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mdzcpa I have two of these same cards. I kept a close eye on them for a week or two, but haven't checked since. A double check after this post and all is still good. To be honest, these cards are high end and go through some pretty rigorous QC before they go out. For you to have one card DOA and now another leak...well the odds are pretty astronomical. Not saying it didn't happen exactly as you say...but from an odds perspective I could see how EVGA might wonder about user error. I guess it is indeed a wait and see and I hope they cover it for you. good luck!
Now that you say this, it does seem more than a little off, however I've been building my own computers since 2004 and watercooling them since 2007 or earlier (2007 was when a guide I made was stickied on a computer forum so i probably started earlier than that), and not to toot my own horn but i feel like at this point I'm pretty darn good at each of these things. side note: I only contacted EVGA about the second issue, the DOA card went right back to newegg. Either way though you have a solid point, and I wish i had a real explanation, especially if what "BioHazardSperm" said about pressure testing is true, because if it is then this all makes even less sense.
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20219348762341
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Re: Is this game over?
2014/07/12 22:13:13
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So what you all saying, that because the card was diligently tested after been assembled and passed its requirements won’t fail where is the rationality , it’s easy to put a blame on user, he must did something wrong!!! that’s pathetic. Unless he has opened, or tried to temper that block in any way, than that is a different story, but you guys sound like this blocks is bullet proof and shouldn’t never leak
post edited by AWK16 - 2014/07/12 22:20:06
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ty_ger07
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Re: Is this game over?
2014/07/12 23:30:34
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AWK16 So what you all saying, that because the card was diligently tested after been assembled and passed its requirements won’t fail where is the rationality, it’s easy to put a blame on user, he must did something wrong!!! that’s pathetic. Unless he has opened, or tried to temper that block in any way, than that is a different story, but you guys sound like this blocks is bullet proof and shouldn’t never leak
No, I do not think that it should not never leak. Edit: play on negatives after your double-negative. :)
post edited by ty_ger07 - 2014/07/14 10:31:21
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Oddgaffer
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Re: Is this game over?
2014/07/14 10:27:06
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Hoping to receive a response today since i emailed them back Friday and they are closed weekends. will let you all know.
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20219348762341
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Re: Is this game over?
2014/07/14 10:30:03
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Yes keep us posted, I'm curious
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Oddgaffer
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Re: Is this game over?
2014/07/14 14:40:57
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Anyone happen to know the hours the rma department works? And in which time zone? Wondering if I haven't heard today by now if I'll have to wait until tomorrow
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BioHazardSperm
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Re: Is this game over?
2014/07/14 14:53:18
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just call its a toll free number
I am >>NOT< < a EVGA Forums Moderator or a EVGA.com Employee.I am only a "Game Server Admin" My posts and are my own and not EVGA's.
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20219348762341
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Re: Is this game over?
2014/07/14 15:09:04
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OK, when your card leaked, you must have taking some pics. Its common thing to do for RMA's purposes, can you upload some, we all curies how it looked when your one card flooded the other. Evidence and proof of any defective component are pics in which are always required.
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Hillguy
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Re: Is this game over?
2014/07/14 15:15:14
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Oddgaffer Anyone happen to know the hours the rma department works? And in which time zone? Wondering if I haven't heard today by now if I'll have to wait until tomorrow
I'm not sure where you are soooo .... pick a number http://www.evga.com/about/contactus/ 24/7
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Oddgaffer
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Re: Is this game over?
2014/07/14 15:23:04
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AWK16 OK, when your card leaked, you must have taking some pics. Its common thing to do for RMA's purposes, can you upload some, we all curies how it looked when your one card flooded the other. Evidence and proof of any defective component are pics in which are always required.
I didnt take a picture while it was leaking because I was more concerned about getting the 2 titan blacks and 2 780ti cards (they are cards that do folding at home 24/7) out of the liquid to try and save them since the leak kept dripping slightly even after the pump was off. The block with the leak has no visible external flaw that I could take a picture of without putting it back in the loop. If it comes to this I will have to do it, but I don't plan on putting it back into the loop for pictures unless I have to. It's already off the other card and has been replaced with an EK block so that I can keep using the other card in my system. I called them and am waiting for a call back from the rma manager. Edit:hoping the rma manager is in California where I sent the card so that I have a shot at getting a call back today.
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20219348762341
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Re: Is this game over?
2014/07/14 15:37:51
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Good luck, I hope EVGA rectifies your problem with bad Hydro Copper Keep us posted
post edited by AWK16 - 2014/07/14 15:40:01
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Rgallant
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Re: Is this game over?
2014/07/14 16:46:20
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Oddgaffer
AWK16 OK, when your card leaked, you must have taking some pics. Its common thing to do for RMA's purposes, can you upload some, we all curies how it looked when your one card flooded the other. Evidence and proof of any defective component are pics in which are always required.
I didnt take a picture while it was leaking because I was more concerned about getting the 2 titan blacks and 2 780ti cards (they are cards that do folding at home 24/7) out of the liquid to try and save them since the leak kept dripping slightly even after the pump was off. The block with the leak has no visible external flaw that I could take a picture of without putting it back in the loop. If it comes to this I will have to do it, but I don't plan on putting it back into the loop for pictures unless I have to. It's already off the other card and has been replaced with an EK block so that I can keep using the other card in my system.
I called them and am waiting for a call back from the rma manager.
Edit:hoping the rma manager is in California where I sent the card so that I have a shot at getting a call back today.
just saying not looking good if you took the leaking block off ,imo you could have put it back into the loop out side the case with longer tubes and putting the card in a tray to get pic's of the leak. and rma'ed both cards using the 780ti's as video cards .
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Oddgaffer
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Re: Is this game over?
2014/07/14 16:46:20
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Got a response email basically saying they will not accept any responsibility and reiterated their offer for a discounted price to replace it ($1259.99). I'm sorry if this is rude but that is a damn slap in the face after buying 2 $1400 gpus from them.
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Oddgaffer
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Re: Is this game over?
2014/07/14 16:50:12
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Rgallant
Oddgaffer
AWK16 OK, when your card leaked, you must have taking some pics. Its common thing to do for RMA's purposes, can you upload some, we all curies how it looked when your one card flooded the other. Evidence and proof of any defective component are pics in which are always required.
I didnt take a picture while it was leaking because I was more concerned about getting the 2 titan blacks and 2 780ti cards (they are cards that do folding at home 24/7) out of the liquid to try and save them since the leak kept dripping slightly even after the pump was off. The block with the leak has no visible external flaw that I could take a picture of without putting it back in the loop. If it comes to this I will have to do it, but I don't plan on putting it back into the loop for pictures unless I have to. It's already off the other card and has been replaced with an EK block so that I can keep using the other card in my system.
I called them and am waiting for a call back from the rma manager.
Edit:hoping the rma manager is in California where I sent the card so that I have a shot at getting a call back today.
just saying not looking good if you took the leaking block off ,imo you could have put it back into the loop out side the case with longer tubes and putting the card in a tray to get pic's of the leak. and rma'ed both cards using the 780ti's as video cards .
Well I would but turns out 780tis don't much care for being doused in coolant while powered on either, and no chance ASUS will replace those since it wasn't their product that failed in the first place, so the second titan is all I have to run with.
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Sajin
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Re: Is this game over?
2014/07/14 17:06:25
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You didn't take any pics so now you're SOL.
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20219348762341
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Re: Is this game over?
2014/07/14 23:39:59
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I would like to know the reason EVGA left you out with defective Titan Hydro Copper. Without getting into depth of the reason why I'm asking, today I was 2 seconds away from pulling the trigger on Titan Z SC with reference cooler + water block. The way EVGA have handled your claim made me think twice about this big purchase, and now I have less confidence that if anything similar would to happen with the card I.... actuality my son would be left out on the mercy of my deep packets. Until now, I thought EVGA would have you cover and honor their warranty, wheatear your big spender or not, now I’m not so sure. I don’t want to speculate, or making wrongful judgment on EVGA’s RMA department based on such limited info you've provided, could give me some more in depth info on why EVGA would reject your claim, is there more to this story, because this just doesn't sound right, at least in my book. Feel free to PM me if that will make you feel more comfortable, your input would help me a lot, and I'm sure other members as well. Thanks
post edited by AWK16 - 2014/07/15 00:04:33
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Oddgaffer
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Re: Is this game over?
2014/07/16 08:22:59
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its still on hold, and has not officially been rejected yet, they have asked me to send in my other card along with the faulty cooler (they wont accept just the cooler for whatever reason) so now my main rig is down until i get cards back. Before i packed it up i hooked the cooler to an extra pump and would like to update my original statement, it seems the liquid is coming from between the block and the rectangular piece that the fittings go into that has the LED in it. there must be a seal or oring or something in between that went bad, and the coolant was just running over the top of the block making it look like it was coming from between the metal and the plastic. so my original statement was wrong in regards to where the leak was from, but its still from a spot that has nothing to do with my usage. EVGA provided a shipping label to send in my second card so i will be doing that today.
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20219348762341
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Re: Is this game over?
2014/07/16 09:45:38
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OK, I went back to the first post to make sure I didn’t miss anything. So, let me rephrase what I understand has happen....you actually got 2 Hydro Coppers Cards with pre-installed blocks, not HC blocks alone and you’ve installed them? Then when your top card leaked, you removed the card from PC and took the block of the PCB ? I understand your reasoning for removing your block off, and i understand EVGA as well for having problem with that. If that’s the case, I can see the predicament that both, EVGA and you facing, that’s a tough one
post edited by AWK16 - 2014/07/16 09:50:31
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Oddgaffer
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Re: Is this game over?
2014/07/16 09:47:50
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Yes, that's the exact situation. The leak took out my other titan black and both 780tis (motherboard also won't detect bottom two pcie slots) so in order to continue using my machine the block was replaced on the 1 remaining card.
Tough situation indeed
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20219348762341
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Re: Is this game over?
2014/07/16 10:11:22
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Without any judgment, this is very unique situation, you and EVGA have valid reason to claim the right to see this case their own way. The importance to me of knowing your exact situation was because I have 3 Titan Black and was about to purchase Titan Z and I’ve always heard of EVGA been very honorable with their warranty, that’s the reason I chose them and hearing this, made me think twice. I think, EVGA sells more than any other brand and that is because people have confidence, in case of a problem they will take care of you. Well, I wish you luck I hope you get this sort it out. Thanks for your input and again Good luck.
post edited by AWK16 - 2014/07/16 10:16:33
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20219348762341
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Re: Is this game over?
2014/07/16 10:22:21
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Please keep us posted, we all would like to know of the outcome
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outhouse
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Re: Is this game over?
2014/07/16 10:27:04
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You would think if EVGA inspects the the leaking card, and finds it is leaking from manufacture error of some kind. It would cover this guy. Honestly, I would be in every forum trashing them if I was stuck with a bill like this. And it was not my fault, but thta of a bad product. If that block leaks on their test bench as he is decribing, it should be an open and shut case.
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Oddgaffer
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Re: Is this game over?
2014/07/16 10:44:46
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When I tested it before packing it on a standard d5 pump (cooler not on the card) the leak was a consistent stream not just a drip even, I can't imagine them putting it through any test at all, especially 30psi and not pulling a complete u-turn on their previous statements. Only time will tell.
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