Thanks for sharing this.  Even if there are some negatives to your stories, stuff happens. And how they are taking care of you is why I bought EVGA.

carb1de

EVGATech_ChrisB
Hi carb1de,
 
I can confirm that this is not the case, we are updating new inventory and testing prior to shipping.  We are also producing all of our new cards with these updates.  I am not sure how this card shipped without thermal paste and we apologize to this customer for any inconvenience, but I can confirm that this is highly abnormal and not something that anyone should need to worry about.
 

I think the main concern was that, after these first batch(s) of cards came out, and got opened up to see VRAM thermal pads weren't touching, we (I) am hoping that the replacement card we get will be new, not someone elses replacement that has been running with high VRM/VRAM temps and suffered possible long term electromigration from the raised temperatures. we are confident (especially now that the thermal pad mod testing has been made public) that the thermal pad mod and VRAM pad thickness upgrade are the fix all for these issues, but it's disheartening to see a clearly second hand card arrive back with a customer that bought brand new. Even more worrying to see the lack of core TIM - the unit obviously wasn't tested through whatever test bench EVGA has set up, so it may well be worse than the example sent in.
 
Can we have some kind of guarantee that we can quickly and easily use the advanced RMA (EAR) should we end up with a sub par replacement card?

This is exactly what I'm worried about as well. In addition, I've heard of people getting "refurbished" cards back from EVGA that were covered with micro scratches on the sides and looked in terrible condition. Sure, they were "working" just fine, but at this price point, I feel like anything less than receiving a new card in mint condition would be a scam. That being said, EVGA is in a terrible predicament right now and I doubt they can guarantee anything at this point.

Just the thread I was looking for.

I RMAd my card for highly irritating coil whine under load on top of the obvious thermalpadgate.

I received my "new" replacement card today and by new I sure as hell mean refurb. I am furious. $500, 60 days since purchase. If I had a 1080 I would throw it in a fit of rage. They offered to refund a purchase I made through a reseller... But won't give me a real new retail card? This thing is b stock... Probably c stock. I PAYED FOR A+ STOCK.

First, a CS supervisor setup my original RMA and screwed it up. Set it up as standard, not advanced, and ended up costing me 2 extra business days until moving to round two of the approval because my queue position was probably reset.

Second, this same person promised me MULTIPLE times a NEW, RETAIL card. I asked, explicitly 3+ times -- every time it was confirmed it would not be refurb.

My card is like... 60 days old. They didn't even bother to change the backplate. The card they sent me had bent fins, some sort of adhesive on the pcb by the pins, there is dust all in the cracks and narrow grooves, scratches all over the shroud, the LED panel, there is grease from the pads or whatever all over the backplate (looks like a backplate in use for 6 months, BNIB was not like this crap)... I'm not cleaning up their sloppy refurb QA. It's barely even refurb. It's just straight up effin used.

What the hell EVGA? Even the goddamn rubber caps are FILTHY and caked with dust.

I asked three reps independent what was done to these cards. I'll share in case anyone thinks EVGA is actually doing something other than sending you someone else's busted card after they slap some pads on it and flash a new vbios:

1. Flash new VBIOS that increases fan speed/noise and apparently somehow they've managed to raise users temps from what I'm reading. Great work there.
2. Install new thermal pads
3. Send it to you

That's it folks. Don't waste your time. Have them send you the pads or whatever and skip the VBIOS unless you plan on running furmark 24/7 under the biggest load you can throw at it.

If you have an FTW they claim to certify it but lets face it. We wouldn't be here if they didn't cut corners on assembly or QC or wherever on their top tier/binned product. They even offered me a refund which in hindsight I should have just taken and bought a new card, because if this is what EVGA premium cards are in 2016 I'll find a different OEM if EVGA can't even get their act together here.

Every single person with a pending RMA should email the support manager and demand a brand new in box advance replacement.

I'd upload pics of this garbage but I didn't even take it home. It's sitting in my desk at work back in the box and going right back to EVGA tomorrow.

bewsh
 
all the pain I'm assuming I'm going to have to go through

As HungryHamster quoted, EVGATech_ChrisB confirmed to me, to us, to the whole internet that the fears I had would not come true - they had new stock 'updating a new inventory' and that the OPs card was just a mistake.
 
My card is due to arrive today. I'm hoping to report back a completely different story to the OP. A brand new, sealed card with all the mods, functioning properly would just about repair the damage done to my current ownership proposition, I think I'm justified to say that.
 
Again, I want to eat my words and post back tomorrow what a great brand EVGA is, but it's the first manufacturer I've ever come across that admits a defective product, agrees to replace it then sends you back someone elses's replacement and assumes that it's ok to do so.
 

carb1de

bewsh
 
all the pain I'm assuming I'm going to have to go through

As HungryHamster quoted, EVGATech_ChrisB confirmed to me, to us, to the whole internet that the fears I had would not come true - they had new stock 'updating a new inventory' and that the OPs card was just a mistake.
 
My card is due to arrive today. I'm hoping to report back a completely different story to the OP. A brand new, sealed card with all the mods, functioning properly would just about repair the damage done to my current ownership proposition, I think I'm justified to say that.
 
Again, I want to eat my words and post back tomorrow what a great brand EVGA is, but it's the first manufacturer I've ever come across that admits a defective product, agrees to replace it then sends you back someone elses's replacement and assumes that it's ok to do so.
 

I'm blown away. The rep I spoke to today even told me this was not a mistake and it was in fact always set up to be a refurb and not BNIB as promised. He further told me he couldn't even help me beyond offer to like.. swap me another refurb.. and I don't have time to spend hours on hold and being escalated through support tiers until I finally get someone willing to help.

Lol I was planning on stepping up...

Guess the time has just come. Boards have been shades of their former glory for years and it was a matter of time before cards followed suit. Hopefully their mouse and psu and hadron business carries them after their cards get the negative rep like their mobos.

I've convinced dozens of people return their MSI armor or whatever else they got for an EVGA card because no matter what you could not go wrong with EVGA... even if you have the literal worst card on the planet, EVGA has your back. That is the same way I first found EVGA over a decade ago - reputation and word of mouth of *legendary* customer service.

At this point I will probably just take the refund and buy a strix/amp/whatever unless they really do something for me to make things right.

I don't want to be that problem customer... I deal with what they are dealing with every day myself so I feel for them. I really do. Anyone can go on the internet and see how much EVGA reps make hourly and they are clearly slammed with work. Last week I was told they were reviewing/shipping 300+ daily. They were transparent and forthcoming, and up until my case was butchered, the support experience was very good and pleasant, mostly... Supervisor sounded kinda annoyed and condescending but I was probably the 50th person who was like "hey I saw this thread on this forum and want a new card"

With that said, a solution was agreed upon, and an expectation set. It simply wasnt met. I'm insulted they sent me this joke of a replacement but I'll get rid of it and carry on And see where they are at next gen.

What a shame! Then EVGA is sending back refurbished (old) cards WITHOUT testing. Where is quality control? Remind we are talking about graphic cards that cost about 700€!!!!

Well I am certainly nervous about my pending RMA now.

can we make a light-hearted joke about this situation? - i hope you all dont mind
I dont know what's hotter, this thread or your card with no TIM! :)
but lemons happen - I am sure EVGA will take care of it ;)

***UPDATE.  Got the new card via UPS today before noon.  Everything looks very good and I actually think this may have been a new card.  Not just because it was all sealed -but it was extremely clean, and I inspected it ever so closely.  It looks new!  All thermal pads including VRAM in place and BIOS was updated.  I replaced TIM with MX-4 (I had to check after what happened last time, and it did indeed have factory TIM).  Card is very cool running.  I mean it seems 10C cooler than my other working 1080 FTW with same fan profile.  And it doesn't seem to be loud at all.  At 60% fan I can barely hear it.  No coil whine either.  I think I got a keeper here.  Just finished a solid hour of BF1 and temps stayed right around 60-62C with highest temp 64C.  I AM VERY HAPPY.  Thanks EVGA!
 

hapkiman
***UPDATE.  Got the new card via UPS today before noon.  Everything looks very good and I actually think this may have been a new card.  Not just because it was all sealed -but it was extremely clean, and I inspected it ever so closely.  It looks new!  All thermal pads including VRAM in place and BIOS was updated.  I replaced TIM with MX-4 (I had to check after what happened last time, and it did indeed have factory TIM).  Card is very cool running.  I mean it seems 10C cooler than my other working 1080 FTW with same fan profile.  And it doesn't seem to be loud at all.  At 60% fan I can barely hear it.  No coil whine either.  I think I got a keeper here.  Just finished a solid hour of BF1 and temps stayed right around 60-62C with highest temp 64C.  I AM VERY HAPPY.  Thanks EVGA!
 

See they came through for you. Now have fun with your awesome new Gtx 1080, dying video card is no reason to raise your blood pressure, we have enough stress to deal with in our lives. Go play some games now and have fun