AnsweredHot![Resolved] EVGA's "Legendary Support" - Marketing fallacy and hype?

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Piers123
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2016/09/08 07:24:08 (permalink)
I've heard many good things about EVGA, from how good the customer support is to the superb turnaround time for returned products. I called EVGA Customer Support before I purchased my GTX 1080 FTW to ask a few questions.
 
It was during one call that I was informed that a five year warranty was offered free of charge once a GPU was registered. Being new to EVGA, I assumed EVGA employees would be correct.
This was a lie.
 
Upon receipt of my 1080 FTW, I registered the card and found the additional charge. I purchased the 5 year option and called to ask why I was lied to. I was told this was a mistake and I shouldn't have been told this. I spoke with a manager who asked if I would like an update, I said 'possibly not' but explained that it would be good.
I've heard nothing in over a month. Another letdown.
 
I browsed this thread and noticed:
 
EVGA Jacob's comment: 
We have identified this and can confirm that this occurs on a small number of 1080 FTW cards. We have found the root cause and have corrected it. If you are experiencing this problem please contact us directly.

 
And EVGA ChrisB's comments:
No, this problem was only on a very small number of GTX 1080 FTW cards and only occurs after a longer period of use.
...If you should need further help then please contact us as I assure you that we are here to help.

 
I decided to take Chris up on his offer and assurance, so I called EVGA. I'm a casual gamer and do not have time to test the card to see whether or not the issue "occurs after a long period of use." I called EVGA UK and was connected to the US office (I believe).
I was told they have no information regarding this issue and that I could "RMA a working card" or "use the Step-Up programme" to which I informed the employee that I didn't believe the programme covered the FTW - he confirmed this.

 
This is all within two months of owning an EVGA product.
 
Is deceit and a total lack of information considered "legendary" by all of you? I was hoping to use EVGA for other components, but with 'service' like this, I'd rather spend the money elsewhere. The above will, in a much fuller version, be available in full review form within the next few weeks.
 
post edited by Piers123 - 2016/09/08 12:30:07

CPU: Intel i7 6700k @ 4.7Ghz (1.325v)
Cooling: Corsair H110i GT CPU Cooling
Motherboard: Asus Maximus VIII Hero Z170
RAM: Kingston 32GB FuryX DDR4 2667 @2666MHz (1.200v/15-15-15-34)
GPU: EVGA GTX 1080 FTW 8GB @~2100/10962 (+80%/130%/88°C/+Curve/+475 - Extra 50 MHz with Curve)
HDD: 5* 4TB WD RED
OS SSD: 1* Samsung 850 Evo 500GB SSD
Gaming SSD: 1* OCZ 500GB SSD
Case: Corsair Obsidian 750D
PSU: Corsair RM850X PSU
Monitor: AOC U3277PQU 32" [link=mailto:3840x2160@60Hz]3840x2160@60Hz[/link]
 
Some of the above parts no longer work due to damage from my EVGA 1080 FTW.
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    Cool GTX
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    Re: EVGA's "Legendary Support" - Marketing fallacy and hype? 2016/09/08 07:35:38 (permalink)
    Welcome to the Forums Piers123
     
    OK, your upset with this experience ---> Got it.  However it seems your GPU is working fine; your just worried it could go sideways ?
     
    The 1080 FTW "issue" has been covered on the Forums.  The Root Cause seems to be identified; EVGA has a fix.
     
    Even if you are a casual gamer; you still need to benchmark / burn-in test you PC build for stability.
     
    Run Heaven or Fire Strike
     
    Your GPU is a  ----> 08G-P4-6284-KR or ----> 08G-P4-6286-KR
    post edited by Cool GTX - 2016/09/08 07:38:41

    1) ASUS Z97-WS, i7-4790K@4.9GHz,  2-Way-SLI - EVGA GTX Titan X SC - EK block/plate, Custom loop, 32GB GSkill Ripjaws DDR3-2400, Samsumg Pro 850 SSD, 2-2TB WD Black, Phanteks Primo Case, Win 10 Pro 64bit, 4K Acer XB280HK monitor, EVGA 1600 P2 Supernova PSU, Fire Strike 1.1 = 21,842  
    2) EVGA X99 Classified, I7-5960X, 2- Titan X Pascal, 32GB GSkill Ripjaws DDR4-3000, Intel NVMe PCIe 750 SSD, Win10 Pro,PSU EVGA 1200 P2 Folding 2.5M PPD    Affiliate code 05MLLDCG6B  
     
     
     

     
     
     
    #2
    Piers123
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    Re: EVGA's "Legendary Support" - Marketing fallacy and hype? 2016/09/08 07:55:50 (permalink)
    Cool GTX
    Welcome to the Forums Piers123
     
    OK, your upset with this experience ---> Got it.  However it seems your GPU is working fine; your just worried it could go sideways ?
     
    The 1080 FTW "issue" has been covered on the Forums.  The Root Cause seems to be identified; EVGA has a fix.
     
    Even if you are a casual gamer; you still need to benchmark / burn-in test you PC build for stability.
     
    Run Heaven or Fire Strike
     
    Your GPU is a  ----> 08G-P4-6284-KR or ----> 08G-P4-6286-KR




    Thank you for the reply.
     
    1. Yes, I am upset by this experience with EVGA.
    2. Yes, due to the fact I play games when I have time, I have no way of sitting for 8+ hours playing a game to see if this issue occurs.
    3. The root cause has been identified, but EVGA is not saying what the cause is. This is not helpful.
    4. I have benchmarked and the card seems within acceptable standards, however, many people in the thread say benchmarking is fine - or that it only happens with some games.
    5. My card is a 08G-P4-6286-KR. However, EVGA support claims there is no way of identifying which cards might be defective by serial, only saying that "every card other than the FTW is fine."
     
    Edit: I'm aware that 08G-P4-6286-KR is not a serial number.
    post edited by Piers123 - 2016/09/08 07:58:14

    CPU: Intel i7 6700k @ 4.7Ghz (1.325v)
    Cooling: Corsair H110i GT CPU Cooling
    Motherboard: Asus Maximus VIII Hero Z170
    RAM: Kingston 32GB FuryX DDR4 2667 @2666MHz (1.200v/15-15-15-34)
    GPU: EVGA GTX 1080 FTW 8GB @~2100/10962 (+80%/130%/88°C/+Curve/+475 - Extra 50 MHz with Curve)
    HDD: 5* 4TB WD RED
    OS SSD: 1* Samsung 850 Evo 500GB SSD
    Gaming SSD: 1* OCZ 500GB SSD
    Case: Corsair Obsidian 750D
    PSU: Corsair RM850X PSU
    Monitor: AOC U3277PQU 32" [link=mailto:3840x2160@60Hz]3840x2160@60Hz[/link]
     
    Some of the above parts no longer work due to damage from my EVGA 1080 FTW.
    #3
    Cool GTX
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    Re: EVGA's "Legendary Support" - Marketing fallacy and hype? 2016/09/08 08:08:08 (permalink)
    You can set the benchmark software to loop --> run it over night or just a couple of hours ---will stress & heat the GPU
     
    The Root cause issue is obviously a component or assembly process, as the GPU must be returned.
     
    Benchmarks are Synthetic, as such they let you see what your adjustments did with your PC setup & to some extent compare to others PC
     
    Games ---> each on is different ---> coding is the biggest issue
     
    To make a difference in the World by helping Research and make the GPU work 90-99%  ----> Try Folding on your PC
     
    http://forums.evga.com/FoldingEVGA-f28.aspx
     
    post edited by Cool GTX - 2016/09/08 08:10:15

    1) ASUS Z97-WS, i7-4790K@4.9GHz,  2-Way-SLI - EVGA GTX Titan X SC - EK block/plate, Custom loop, 32GB GSkill Ripjaws DDR3-2400, Samsumg Pro 850 SSD, 2-2TB WD Black, Phanteks Primo Case, Win 10 Pro 64bit, 4K Acer XB280HK monitor, EVGA 1600 P2 Supernova PSU, Fire Strike 1.1 = 21,842  
    2) EVGA X99 Classified, I7-5960X, 2- Titan X Pascal, 32GB GSkill Ripjaws DDR4-3000, Intel NVMe PCIe 750 SSD, Win10 Pro,PSU EVGA 1200 P2 Folding 2.5M PPD    Affiliate code 05MLLDCG6B  
     
     
     

     
     
     
    #4
    Piers123
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    Re: EVGA's "Legendary Support" - Marketing fallacy and hype? 2016/09/08 08:12:14 (permalink)
    Cool GTX
    You can set the benchmark software to loop --> run it over night or just a couple of hours ---will stress & heat the GPU
     
    The Root cause issue is obviously a component or assembly process, as the GPU must be returned.
     
    Benchmarks are Synthetic, as such they let you see what your adjustments did with your PC setup & to some extent compare to others PC
     
    Games ---> each on is different ---> coding is the biggest issue
     
    To make a difference in the World and make the GPU work 90-99%  ----> Try [link=mailto:Folding@Home]Folding@Home[/link] 




    Thank you again for your reply.
     
    1. I have looped a benchmark for five hours (Valley, Ultra/highest, 3840x2160 native).
    2. I'm not new to overclocking, programming, or assembly. My day job is a python and xml developer with reviews written for a well known website when I have time.
    3. Coding is an issue with many games, but EVGA has confirmed this is a hardware issue.
    4. I used to Fold but no longer do due to time and energy constraints. 

    CPU: Intel i7 6700k @ 4.7Ghz (1.325v)
    Cooling: Corsair H110i GT CPU Cooling
    Motherboard: Asus Maximus VIII Hero Z170
    RAM: Kingston 32GB FuryX DDR4 2667 @2666MHz (1.200v/15-15-15-34)
    GPU: EVGA GTX 1080 FTW 8GB @~2100/10962 (+80%/130%/88°C/+Curve/+475 - Extra 50 MHz with Curve)
    HDD: 5* 4TB WD RED
    OS SSD: 1* Samsung 850 Evo 500GB SSD
    Gaming SSD: 1* OCZ 500GB SSD
    Case: Corsair Obsidian 750D
    PSU: Corsair RM850X PSU
    Monitor: AOC U3277PQU 32" [link=mailto:3840x2160@60Hz]3840x2160@60Hz[/link]
     
    Some of the above parts no longer work due to damage from my EVGA 1080 FTW.
    #5
    EVGATech_JaesonW
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    Re: EVGA's "Legendary Support" - Marketing fallacy and hype? 2016/09/08 08:38:30 (permalink)
    I'm sorry for any confusion resulting from your recent call to us. I've discussed your call with the tech, and can confirm that he did offer to assist you with an RMA, along with covering shipping both ways for you. Per his discussion with you, if the card hasn't black-screened on you by now you should be fine, as only a very small number of of cards actually have the problem, but for your peace of mind we will gladly RMA the card to get you a known-tested and working card. As to the nature of the issue, we are not able to discuss the actual cause, but I can assure you the problem has been resolved in the affected cards. 
     
    Also as discussed, while you are eligible for the step up program, there are currently no cards available on the step up list that would be above the 1080 FTW. If something higher end were to be released and added to the step up list during your 90 day period, you are more than welcome to step up to that if you wish. 
     
    I've also checked your account and can confirm that your 1080 FTW does indeed have the 5 year warranty offered in your region. You can also confirm this by logging in to your EVGA account and going under Member > My Products, then clicking "View details" for your 1080 FTW. 
     
    Again I apologize if any of this information wasn't conveyed properly to you, but I assure you were are here to help you. If you wish to have your 1080 FTW replaced, please let us know and we can begin that process for you, all the details are noted on your account by the tech you spoke to today, so there should be no issues at all going forward. 
    #6
    Piers123
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    Re: EVGA's "Legendary Support" - Marketing fallacy and hype? 2016/09/08 09:29:32 (permalink)
    EVGATech_JaesonW
    I'm sorry for any confusion resulting from your recent call to us. I've discussed your call with the tech, and can confirm that he did offer to assist you with an RMA, along with covering shipping both ways for you. Per his discussion with you, if the card hasn't black-screened on you by now you should be fine, as only a very small number of of cards actually have the problem, but for your peace of mind we will gladly RMA the card to get you a known-tested and working card. As to the nature of the issue, we are not able to discuss the actual cause, but I can assure you the problem has been resolved in the affected cards. 
     
    Also as discussed, while you are eligible for the step up program, there are currently no cards available on the step up list that would be above the 1080 FTW. If something higher end were to be released and added to the step up list during your 90 day period, you are more than welcome to step up to that if you wish. 
     
    I've also checked your account and can confirm that your 1080 FTW does indeed have the 5 year warranty offered in your region. You can also confirm this by logging in to your EVGA account and going under Member > My Products, then clicking "View details" for your 1080 FTW. 
     
    Again I apologize if any of this information wasn't conveyed properly to you, but I assure you were are here to help you. If you wish to have your 1080 FTW replaced, please let us know and we can begin that process for you, all the details are noted on your account by the tech you spoke to today, so there should be no issues at all going forward. 




    1. The man I spoke with made no mention of assisting with shipping - I have the call recorded and can provide you with a copy if you would like. 
    2. I quoted his response in my initial post. His question was "so you want to RMA a working card?"
    3. The step-up programme is not applicable. I'm already 30 days in and it seems highly unlikely that a new card will be released and offered in the programme within the next 60 days.
    4. Yes, my card does have a 5 year warranty because I paid for one. It was not, as mentioned, free as I was informed prior to purchase.
    5. I have read countless reports in the linked thread about people receiving faulty cards through the RMA process. I feel I can no longer trust EVGA and that's a shame, especially considering I've only been a consumer of your products for 30 days.
     
    I am left with the option to return the product or sell it, both of which will result in a monetary loss. Since the FTW is the only card with the unmentionable issue, the Classified or Hybrid, or a reliable card from Asus would be my options.
    post edited by Piers123 - 2016/09/08 09:31:38
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    EVGATech_JaesonW
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    Re: EVGA's "Legendary Support" - Marketing fallacy and hype? 2016/09/08 10:07:11 (permalink) ☼ Best Answerby Piers123 2016/09/08 12:29:40
    Again I apologize if he failed to communicate that the shipping was covered and his choice of wording about RMA'ing a working card. I do see in his notes that he offered to cover the shipping, so even if he forgot to mention it we can definitely assist you with the shipping. 
     
    As for replacements failing, please understand that any replacement sent before the fix Jacob mentioned on 8/30 may still possibly the problem. Any replacement sent after 8/30 is 100% tested before shipping to confirm it does not have the black screen issue. 
     
    I'll reach out to you directly so I can better help to resolve some the rest of these issues for you. Please watch for an email from me shortly.
    #8
    Piers123
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    Re: EVGA's "Legendary Support" - Marketing fallacy and hype? 2016/09/08 12:29:17 (permalink)
    Just to update this thread: I have spoken with EVGATech_JaesonW and he's resolved all matters discussed in my initial post. 
     
    I look forward to purchasing from EVGA in the future.

    CPU: Intel i7 6700k @ 4.7Ghz (1.325v)
    Cooling: Corsair H110i GT CPU Cooling
    Motherboard: Asus Maximus VIII Hero Z170
    RAM: Kingston 32GB FuryX DDR4 2667 @2666MHz (1.200v/15-15-15-34)
    GPU: EVGA GTX 1080 FTW 8GB @~2100/10962 (+80%/130%/88°C/+Curve/+475 - Extra 50 MHz with Curve)
    HDD: 5* 4TB WD RED
    OS SSD: 1* Samsung 850 Evo 500GB SSD
    Gaming SSD: 1* OCZ 500GB SSD
    Case: Corsair Obsidian 750D
    PSU: Corsair RM850X PSU
    Monitor: AOC U3277PQU 32" [link=mailto:3840x2160@60Hz]3840x2160@60Hz[/link]
     
    Some of the above parts no longer work due to damage from my EVGA 1080 FTW.
    #9
    EVGATech_JaesonW
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    Re: EVGA's "Legendary Support" - Marketing fallacy and hype? 2016/09/08 12:35:10 (permalink)
    Thanks for giving me chance to rectify the situation for you Piers123. It was a pleasure talking with you, and you have my contact info if you need anything else!
    #10
    Cool GTX
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    Re: EVGA's "Legendary Support" - Marketing fallacy and hype? 2016/09/08 12:45:01 (permalink)
    Now that IS World Class Customer-Centric Support
     
    EVGA - when Customer Service Matters

    1) ASUS Z97-WS, i7-4790K@4.9GHz,  2-Way-SLI - EVGA GTX Titan X SC - EK block/plate, Custom loop, 32GB GSkill Ripjaws DDR3-2400, Samsumg Pro 850 SSD, 2-2TB WD Black, Phanteks Primo Case, Win 10 Pro 64bit, 4K Acer XB280HK monitor, EVGA 1600 P2 Supernova PSU, Fire Strike 1.1 = 21,842  
    2) EVGA X99 Classified, I7-5960X, 2- Titan X Pascal, 32GB GSkill Ripjaws DDR4-3000, Intel NVMe PCIe 750 SSD, Win10 Pro,PSU EVGA 1200 P2 Folding 2.5M PPD    Affiliate code 05MLLDCG6B  
     
     
     

     
     
     
    #11
    Piers123
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    Re: EVGA's "Legendary Support" - Marketing fallacy and hype? 2016/09/08 15:38:20 (permalink)
    Cool GTX
    Now that IS World Class Customer-Centric Support
     
    EVGA - when Customer Service Matters




    After my conversation with Jaeson, I wholeheartedly agree.

    CPU: Intel i7 6700k @ 4.7Ghz (1.325v)
    Cooling: Corsair H110i GT CPU Cooling
    Motherboard: Asus Maximus VIII Hero Z170
    RAM: Kingston 32GB FuryX DDR4 2667 @2666MHz (1.200v/15-15-15-34)
    GPU: EVGA GTX 1080 FTW 8GB @~2100/10962 (+80%/130%/88°C/+Curve/+475 - Extra 50 MHz with Curve)
    HDD: 5* 4TB WD RED
    OS SSD: 1* Samsung 850 Evo 500GB SSD
    Gaming SSD: 1* OCZ 500GB SSD
    Case: Corsair Obsidian 750D
    PSU: Corsair RM850X PSU
    Monitor: AOC U3277PQU 32" [link=mailto:3840x2160@60Hz]3840x2160@60Hz[/link]
     
    Some of the above parts no longer work due to damage from my EVGA 1080 FTW.
    #12
    rjohnson11
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    Re: EVGA's "Legendary Support" - Marketing fallacy and hype? 2016/09/10 02:41:12 (permalink)
    When it comes to customer service EVGA still has better support in my personal opinion than any mainstream company selling similar products.

                
    (Pazmeister: rjohnson.....YOU ARE A LEGEND, problem solved, i am sendning my missus round to you now so she may have your babies!!) , R.I.P Jeffreyham,
    R.I.P Corsair_Mike, R.I.P Wrinvert,  i7 5820K, Corsair H100, Corsair Vengeance LPX 32GB (CMK32GX4M4A2666C16R), EVGA GTX 1080FTW ACX, Corsair AX1200, EVGA X99 Micro2, Samsung Sm961 m.2, One Corsair SSD, Crossover 4K,
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    XrayMan
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    Re: EVGA's "Legendary Support" - Marketing fallacy and hype? 2016/09/10 02:52:21 (permalink)
     
    Good job Evga Support.        

    My Affiliate Code: 8WEQVXMCJL
     

     
     
     
     
     
     
     
     
     
     
     



     
     
     
     
     
           
     
     
     
     
     
     
     
     
     
       
     
     
       
     
     
       
     
     
       
     
     
       
     
     
       
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