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AnsweredHot!EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS !

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lucasfrance
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2021/05/06 08:21:34 (permalink)
NEVER EVER WILL I BUY EVGA AGAIN!!! THIS COMPANY IS A COMPLETE MESS!!!

- Not only they deliver HIGH END (and VERY EXPENSIVE) 3090 FTW3 ULTRA boards out of power consumption standard specs due to a very poor and low cost HW design moreover not properly tested...
but...
- Their European Consumer support is a COMPLETE MESS !!! They are even not able to handle the RMA properly and my parcel is sucked at the German entry customs for many days waiting for EVGA Europe paperwork acceptance !!!!
 
NEVER EVER WILL I BUY EVGA AGAIN!!! 
#1
Cool GTX
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/06 08:29:41 (permalink)
Moving to Warranty section
 
https://forums.evga.com/EVGA-Warranty-Questions-f35.aspx
 
Home » All Forums » [General Forum] » EVGA Warranty Questions

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lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/06 08:32:10 (permalink)
Please move back my post to the initial forum! It is not warranty related!!!
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Cool GTX
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/06 08:48:41 (permalink)
lucasfrance
NEVER EVER WILL I BUY EVGA AGAIN!!! THIS COMPANY IS A COMPLETE MESS!!!

- Not only they deliver HIGH END (and VERY EXPENSIVE) 3090 FTW3 ULTRA boards out of power consumption standard specs due to a very poor and low cost HW design moreover not properly tested...
but...
- Their European Consumer support is a COMPLETE MESS !!! They are even not able to handle the RMA properly and my parcel is sucked at the German entry customs for many days waiting for EVGA Europe paperwork acceptance !!!!
 
NEVER EVER WILL I BUY EVGA AGAIN!!! 




 
lucasfrance
Please move back my post to the initial forum! It is not warranty related!!!


 
It is clear you are upset, having an issues with a new cards is disappointing to say the least

Your not asking about getting some help troubleshooting your GPU - So, it does Not belong - in the 30 series section of the forums
 
RMA issues ARE a warranty issue & it is more likely to be seen by an EVGA employee in Warranty section
 
I could move it to the General Discussion - section of the Forums - if you want it moved from the warranty section
 
Home » All Forums » [General Forum] » General Discussion
 
This is the place for general conversations & opinions
 
Best placess to make your issue know to EVGA
         Complaints and Suggestions
 
         Rate Our Service
 
full list:  Contact Us

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lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/06 08:53:21 (permalink)
YEs I'm totaly UPSET ! I spent 3 days on the phone with EVGA Europe &TNT Germany and EVGA DO NOT DELIVER the paperwork to the customs for my RMA !!!
 
Parcel 112916110 TNT : https://www.tnt.com/express/en_gc/site/shipping-tools/track.html?searchType=con&cons=112916110
RMA ID: 1250017
RMA Number:  5411210415797050
 
PLEASE HELP !!!!!!!!
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lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/06 08:58:31 (permalink)
Dear Mister Kessler,

we need for customs clearance of Your shipment an OK from receiver, we have sent an email:
28.04 MKOWAL@EVGA.COM
03.05 to mkowal@evga.com
04.05 supporteu@evga.com and MKOWAL@EVGA.COM
06.05 to both emails

We are waiting for instructions from receiver. We have spoken to the company today and they said us again to send an email to supporteu@evga.com



TNT Express Import Team

Tel: +49 1806 900 800
Mail: [email=de-import@tnt.com]de-import@tnt.com[/email]

TNT Express GmbH
Hansestraße 72a, 51149 Köln
Germany
www.tnt.com
Sitz: Troisdorf | Amtsgericht Siegburg HRB 6313 | Geschäftsführer: Robert Mianowski, Achim Heinzer
Die TNT Express GmbH arbeitet ausschließlich auf der Grundlage ihrer Allgemeinen Geschäftsbedingungen, einzusehen unter www.tnt.com
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lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/06 09:00:51 (permalink)
Dear Customers
 
Further to the mail received from our  customs colleagues  EVGA has still not forwarded and document to TNT/FEDEX Germany.If EVGA has communicated the docs , need a copy and docs attached, to be forwarded to me  .
 
With all due respect,  wihtout any response from EVGA, the consignment will be place under process of return.
 
Mr Kessler , with all due respect and understanding your  situation, normally it was your supllier that should have organised everything thru their RMA  and would appreciate to contact TNT/FEDEX Switzerland  olny
 
Thanks for your comprehension .
 
@ SUPPORTEU@EVGA.COM :- without response the consignment will be returned to origin.
 
 
 
 
 Ashok Kumar Ruhee < ashok.ruhee@fedex.com>
Ashok Ruhee | Customer Care Representative | TNT Swisspost | TNT Swisspost Sàrl, Aérogare Fret, Case Postale 1111, 1211 Genève 5, Switzerland
 
 
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lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/06 09:09:04 (permalink)
I saw in the forums it is not the first time EVGA Europe misbehave for RMA with the customs......
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Cool GTX
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/06 09:26:56 (permalink)
I have sent an email to my contact @ EVGA ... they are on the West Coast so 8 hour behind GM time
 
I hope they can get you some help ... though EVGA Europe support may be closed by the time they see my email today

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lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/06 09:29:38 (permalink)
THANK YOU SO MUCH !!!!
FINGERS CROSSED...
post edited by lucasfrance - 2021/05/06 10:18:43
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lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/06 22:10:08 (permalink)
It seems my parcel has now just been released from the customs...
Thanks for your help!
 
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Sapca11
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/06 23:16:46 (permalink)
lucasfrance
It seems my parcel has now just been released from the customs...
Thanks for your help!
 


Happy to hear this! Saw your posts on another thread.
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EVGATech_MarkusK
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/07 00:19:16 (permalink) ☼ Best Answerby Cool GTX 2021/05/11 10:39:11
Dear Lucasfrance,
 
so first, by calling in, we would really appreciate, if you´d also let the CS Service Agents the chance to explain the situation, as this was not the case, we tried by email, but let´s do it on the forum again. In Europe we do have customs and due the current situation every single process on shipping and as well on the customs side takes a while - by sending a package from your destination country Switzerland to Germany, means it could happen, that the customs is holding your package, which was the case. The custom clearance department contacted us, but it took at all 9 days, which is true, but it´s up to the customs and not to us - we provided the necessary documents immediately to the custom clearance department, but again, it´s up to the customs to release the package. BTW you can read about the current situation and the custom clearance process in Europe also online. We are working with the Shipping Team to get your package to Germany as fast as possible.
 
Markus
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lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/07 03:55:05 (permalink)
EVGATech_MarkusK
Dear Lucasfrance,
 
so first, by calling in, we would really appreciate, if you´d also let the CS Service Agents the chance to explain the situation, as this was not the case, we tried by email, but let´s do it on the forum again. In Europe we do have customs and due the current situation every single process on shipping and as well on the customs side takes a while - by sending a package from your destination country Switzerland to Germany, means it could happen, that the customs is holding your package, which was the case. The custom clearance department contacted us, but it took at all 9 days, which is true, but it´s up to the customs and not to us - we provided the necessary documents immediately to the custom clearance department, but again, it´s up to the customs to release the package. BTW you can read about the current situation and the custom clearance process in Europe also online. We are working with the Shipping Team to get your package to Germany as fast as possible.
 
Markus


Dear Markus,
 
Many thanks for your post here in reply to mine. I really appreciate.
 
What was the most "terrible experience" on a long term EVGA customer side regarding this RMA was :
- to get a reply from a different guy on each post on your hotline providing whether a late feedback or a non consistent statements
- that's the reason I sent 18923629 emails to EVGA Europe as I never got a clear view regarding the paperwork delivery to the customs!
- the days were passing (Remember I paid the high price for an overnight delivery and 9 days already passed...)
- I recognize I was really upset (but who would not ??...)
- on the other side TNT Import Germany was officially writing the confirmation they never got any reply from EVGA Europe (I forwarded your theirs emails)
 
So at the end I'm happy my parcel is now on the move again and that EVGA will manage to ship back to me a perfect "3090 FTW ULTRA Special OC RMA Design" with the highest priority.
 
I'will not miss to post the "end of the story" once I get my delivery.
 
Thanks and Best Regards,
 
 
 
#14
lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/07 11:31:15 (permalink)
It seems TNT still has not deliver the parcel to EVGA... The story is not ended I fear.............
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lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/09 22:40:07 (permalink)
My parcel should FINALLY be delivered today to EVGA Europe.
 
I hope now that my 3090 FTW3 Ultra Special RMA board will be shipped today!
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lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/10 08:04:01 (permalink)
My overnight parcel from Switzerland to Germany finally reached EVGA Europe after... 14 days
Let's see how long will be the trip back.
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lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/12 02:08:51 (permalink)
EVGA Europe has received my board 2 days ago and still hasn't shipped my replacement board....
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lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/12 08:23:39 (permalink)
Do you think EVGA Europe would have made an effort to ship my replacement card faster considering it took 2 weeks for my defective card to reach them???? Absolutely not!!! They cleary dont care at all about their customers.
NEVER EVER WILL I BUY EVGA AGAIN.
 
post edited by lucasfrance - 2021/05/12 08:28:41
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/12 08:25:56 (permalink)
lucasfrance
EVGA Europe has received my board 2 days ago and still hasn't shipped my replacement board....


I would expect it to take at least a week.  Have patience.  If it takes a month, then you can start complaining.
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lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/12 08:27:19 (permalink)
ty_ger07
lucasfrance
EVGA Europe has received my board 2 days ago and still hasn't shipped my replacement board....


I would expect it to take at least a week.  Have patience.  If it takes a month, then you can start complaining.


They announce 1-2 days between receiving the defective board an shipping the replacement one....
#21
rjohnson11
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/12 08:42:17 (permalink)
lucasfrance
ty_ger07
lucasfrance
EVGA Europe has received my board 2 days ago and still hasn't shipped my replacement board....


I would expect it to take at least a week.  Have patience.  If it takes a month, then you can start complaining.


They announce 1-2 days between receiving the defective board an shipping the replacement one....


Yes it normally takes a couple of days to verify the RMA and inspect it. If verified as a manufacturer's defect a new item is ordered for you. 

AMD Ryzen 9 5950X,  Corsair Mp600 Pro M.2, 128GB DDR4  Crosshair VIII Hero, RX 6900 XT Associate Code: H5U80QBH6BH0AXF. I am NOT an employee of EVGA

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lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/12 10:14:24 (permalink)
rjohnson11
lucasfrance
ty_ger07
lucasfrance
EVGA Europe has received my board 2 days ago and still hasn't shipped my replacement board....


I would expect it to take at least a week.  Have patience.  If it takes a month, then you can start complaining.


They announce 1-2 days between receiving the defective board an shipping the replacement one....


Yes it normally takes a couple of days to verify the RMA and inspect it. If verified as a manufacturer's defect a new item is ordered for you. 


There is nothing to really inspect as it is the OC special 3090 RMA. They Should have stocks of the new design so they just have to ship. They didn't... Maybe no more new design board available at EVGA Europe... Grrrrrrr
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ty_ger07
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/12 10:56:17 (permalink)
lucasfrance
 
There is nothing to really inspect as it is the OC special 3090 RMA.

That's not how it works.  At the very least, EVGA has to inspect every card just to make sure that none have any unapproved modifications or damage which voids the warranty.  At the very least, every card needs to be inspected.  How many cards are before yours will dictate how fast yours will be processed, regardless of how easy you think it is for EVGA to approve yours.
 
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lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/12 11:11:00 (permalink)
Anyway they announced in their email 1-2 days to handle the RMA once the defective board has been received. They did not respect their commitment.
#25
ty_ger07
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/12 12:15:16 (permalink)
They never make promises.  A guideline, estimate, or the statement "typically" is not a guarantee.
 
We see that you are salty.  Now, please have some patience; because continuing to be salty won't make anything better.
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lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/12 14:52:26 (permalink)
ty_ger07
They never make promises.  A guideline, estimate, or the statement "typically" is not a guarantee.
 
We see that you are salty.  Now, please have some patience; because continuing to be salty won't make anything better.


Will stop being salty when EVGA Europe will respect their customers, not the case as of now...
#27
ty_ger07
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/12 15:32:13 (permalink)
EVGA Europe is a joke.  That's not likely to change.
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lucasfrance
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/13 01:40:17 (permalink)
Guys, feel free to share here your experiences with EVGA Europe, whether positives or negatives.
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Re: EVGA EUROPE CUSTOMER SUPPORT IS A TOTAL MESS ! 2021/05/13 05:20:38 (permalink)
lucasfrance
Guys, feel free to share here your experiences with EVGA Europe, whether positives or negatives.


Man, you seem very frustrated and desperate. I get it. Im sure its really stressfull situation for you, but you're not helping yourself. Quite opposite. You received the answer from support, where they clarified everything. Now you just have to wait and be patient. EVGA is focused on their "home" market more then they are on EU and it shows in quality of their support aswell. It is what it is. But for sure if i was an EVGA support employee, i wouldn't make the RMA process any quicker for you, seeing how you act.
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