Hi all,
 
I want to preface by saying, I love EVGA. I have sent a few grand EVGA's way, in addition to all of the builds I've done for others where I've recommended EVGA. In no way is this meant to disparriage EVGA, but hopefully to provide my experience as a feedback opportunity.
 
A couple of weeks ago I ordered my new EVGA Z68 FTW motherboard, along with new ram, new cpu, et al. I spent the next four days getting my oc just right, running lin packs, and making sure I had a stable build. On Tuesday of last week I went to turn the machine back on and it would not boot. Through various troubleshooting techniques, including buying a new PSU at Fry's, the EVGA tech I spoke with and I agreed that the motherboard was the most likely culprit. I was willing to pay the 29.95 to cross ship since I had just gotten this board and wanted to play with my new toy. The rep talked me into doing a regular RMA. His reasoning was that if I shipped the board on Wednesday morning and I live in Northern California, it should get to them in Southern California on Thursday. They would then send out a new board the same day and I should, again using the one day shipping idea, receive my new board by Friday.
 
So here is the first opportunity for feedback. Being realistic or developing a better understanding of shipping times. The reps assessment, as helpful as he was trying to be, was WAY off. The board didn't arrive to EVGA until last Friday. Additionally, the assertion that it would be shipped out the same day was inaccurate. It's Tuesday as I write this and the board still hasn't shipped. So again, the feedback here is being transparent about turn around time. I understand the website has some information on this that is probably more accurate, but in this case I took the reps word. I am also certain the rep believed his turn around time and he was trying very genuinely to be helpful, even providing a paid shipping label for me.
 
So then we move to the second piece of feedback. Yesterday I called the customer support line to check my status. I called at 5:22 pst, and the voice prompt let me know I had about a 2 minute wait with one call ahead of me. At 5:30 PST a message came on that said their hours of operation were from 9am until 5:30 pm pst and asked me to leave a message. Now, I understand wanting to get your employees out on time. That's why you generally shut down your queue at close (In this case 5:30). However, that should only affect new calls. The calls already in the queue should still be answered. Waiting a few minutes and then getting that message only added to my frustrations.
 
So I called back and spoke to someone on the 24 hour tech line. They were genuinely apologetic, but informed me that my board likely would not ship until Wednesday. They couldn't really give me a reason. I asked them to note my dissatisfaction with the situation, which they did, but they added that they doubt that would do anything. They also said that because they worked the RMA that day the board should probably ship on Tuesday (Today). So today I get a call from another EVGA rep. The rep told me I was listed on their callback queue list. He asked me if I was satisfied and seemed to lose interest when I told him I wasn't. I explained what was going on, he said he'd double check on my RMA status. He came back to notify me it definitely wouldn't ship before Wednesday because it came in late Friday and they had to check it for damage, which they had done Monday. He couldn't offer any explanation as to why it was taking extra days. When I asked him how he'd feel having just spent 1000 dollars and several days of his time only to have to, after all is said and done, wait nearly a month to use his computer he contritely replied "I have multiple systems so I don't have that issue".
 
So that's my final feedback. Be aware of what you're customer is going through. Empathize. A lot of us pour our hearts and sould into these machines the same way you pour yours into your product. Try and relate to that, even if you can't do anything to make the situation better, and just don't offer information that's incomplete or you are uncertain of.
 
I hope this doesn't fall upon deaf ears, and I'm sure it wont. 
 
Anyone have anything to add? I look forward to the discussion! 

I'll be contacting you in a moment so I can work with you directly on this.

Thank you for taking my call. Once again I apologize for any confusion on the RMA process. I'll be working on this for you personally, please let me know if there is anything else I can support you with.

+1 to this thread. Nobody is perfect, but EVGA comes pretty darn close. I was sad to read your first post, but seeing that Matt handled it like "a boss" really makes this another reminder of why we shop here. If I called anyone else I would and have gotten the run around, if I then went to their forum to leave any type of feedback I would be at best ignored at worst banned or flamed. Good job EVGA!

Asus makes good stuff, and sometimes I don't agree with EVGA on certain things, but it's customer service like this that keeps me sticking around.
 
A truly heartwarming thread.

EVGA_MatthewH FTW!!! 

Congrats :)

2012 is an election year and I say Mathew H. For PRESIDENT!!!!
 
Not only does he talk the talk, but he walks the walk. He gets things done.
 
Way to go EVGA for being the Service After The Sale company.