Just want to post something positive here.
I installed vBIOS ok for my GTX 1080 FTW but as my card is so new (October purchase) and I wasn't comfortable doing the thermal pad myself, I decided to pull trigger on RMA.
The longest wait was getting through, *2 calls ahead* but once I got through and confirmed my details, I was put on the que for advanced RMA , just waiting for my invoice to be verified.
The rep confirmed the RMA card will have thermal pads installed and the latest vbios flashed.
He also told me the RMA box will come with a self addressed postage paid box for shipment back to EVGA.
Up here in Canada, shipping GFX cards as hefty as the 1080 FTW would easily run me $50+ and probably more since the holiday busy season is coming up. It was a super nice gesture by EVGA to pay for my postage back to them.
I also asked about if I'll get new or refurbished and he confirmed I'll get new since my purchase was recent. Albeit it may come in an RMA box (hope it's ok for resale in a few years?)
Unless the RMA process itself falls apart or something unexpected comes up, I think this is the best customer service I've received.
I was an EVGA user on my old GTX 260 and went with MSi for the 700 and 900 series. This whole thermal thing almost moved me away from EVGA, but it may well keep me with them for the 11 series or 12 series card, whenever I choose to upgrade.
Thumbs up. Fingers crossed on smooth RMA for me, but pretty happy so far.