It is frustrating but I can tell you I have purchased around 15 EVGA products, 2 which I have had to RMA and they have always stood by their products and supplied new parts.  So hang in there, EVGA will sort you out.  Trust me, EVGA are very good.  You might think ASUS, Gigabyte etc are better, they are not.  Yes they make good products too but there RMA process is just the same.

I thought it was spending $1,800 on a graphics card .. but sure I'm really good at whining. :)

pennyboy79
It is frustrating but I can tell you I have purchased around 15 EVGA products, 2 which I have had to RMA and they have always stood by their products and supplied new parts.  So hang in there, EVGA will sort you out.  Trust me, EVGA are very good.  You might think ASUS, Gigabyte etc are better, they are not.  Yes they make good products too but there RMA process is just the same.

The biggest fear was they frankly put outgrew that good customer service.  

I've been around long enough (god that's scary to say now at mid 30's)  to see a few companies that just got so successful that customer names turned into customer numbers.   
End of the day, they got a replacement card out to me w/ the quickness!!    Looks like I'll be back up and gaming by the end of day!    I'm bird dogging the UPS guy :P 

chase10784
I'm going through my own RMA experience (cross ship). I really hope they get this thing approved today and sent out today or tomorrow morning. Given they are shutting down for Thanksgiving. I literally get the card, install it and 3 hours later it's a microwave oven paperweight and I'm left without any computer until I get the new card back. It is so frustrating to drop 1800 and it be worse than my msi 2080 super gaming x trio that I never had one issue with.

Are they charging you in order to do a cross ship?

chase10784
I have to put a cc hold on the new card. So kinda? Once they get mine the money comes off. They aren't charging shipping but it's crappy ground shipping so West coast to east is going to take away. They should do 2nd day for free given its their faulty products the issue but I digress.

Well that's not too bad. I'm on the East Coast too so yea if I have to RMA anything, it's going to take awhile.

compuclinic
Well that just shows your purchase knowledge. :)

1. Buying apple product.
2. Asus 100% does advanced RMA. Used it a few times personally

Let's see...where to start...
 
1) I never said I bought an Apple product.  I was telling you about my dad's experience with his Apple Watch warranty
2) However, I do own an iPhone.  I also own a Samsung tablet.  What's your point?
3) I have an Asus motherboard, Asus router, Asus NAS, I have 2 of the 4K/144Hz/HDR Asus PG27UQ monitors, Asus laptop, Asus Strix 7.1 headset, AND I bought an Asus ROG Strix 3090.  So you wanna talk to me about Asus?
4) For my monitor, their support team wouldn't tell me the price of a panel replacement.  They wanted me to spend $80 to ship them the monitor before they'd tell me anything at all about how much a part costs, or what it would cost if only a specific part needed to be replaced.  Nothing at all.  Beyond terrible.  So then I'd have to pay $80 just for them to potentially tell me the repair cost is about the same as the cost of buying a unit brand new.  But I'd have no idea unless I spent money and sent the unit to them.  They also wouldn't sell any parts for me to do the repair myself.  Absolutely terrible service.  And no.  They would never cross-ship a $2000 monitor to me without charging me for it in advance.  No one would and no one should.
5) Asus has a history of violating the magnuson-moss warranty act and trying to deny people who've installed water blocks on their video cards (or in general just opened it to, for example, add more thermal pads or replace the TIM on the GPU die). This is illegal for them to do in the United States.  But it hasn't stopped them from doing it over and over again.  EVGA on the other hand, doesn't try to void your warranty for doing it.

chase10784

compuclinic
That's the norm process I've done in every single RMA.   The credit hold is totally 100% fair in lieu of them shipping you the item in advance.  It really removes all risk for them as they're going to just keep your money if you try something shady.  

Try to call them,  explain the holiday situation and see if they can't get it expedited and processed that day.    Once I got above the level 1's,  it was clear they seemed to care more.   This is why I almost always escalate.   

You have to PAY someone to care about the company they work for.   I assure you,  first level Amazon reps for instance, don't care 1 single bit if your product works or if you're refunded.  Next thing you know after an escalation, you're talking to someone who has been w/ the company for 20 years and you realize you'd hire for your own business given the opportunity .  

Yeah I tried to call them to expedite it and he said just to be patient. I'm going to call them in a couple hours to talk to a supervisor or something to get the ball rolling faster on approval and shipping. But my response to his just be patient comment was I was patient for 2 months waiting to get the card then I get excited that I finally managed to give them 1800 dollars and finally get my card just for it to come and be trash. I know it happens but don't tell me to be patient. I was patient.

 
Yeah that was kind of the condescneding attitude I got from the first guy that really had me thinking at first I picked the wrong brand. 

Definitely get to a supervisor,  as mentioned before even IF the first guy you talked to felt for you and wanted to help you,   they from a business stand point clearly decided its not cost effective to empower level 1 techs.    Truly sad to see this is more of a systematic thing and not just a bad experience I had .

TheHyperMatrix

compuclinic
Well that just shows your purchase knowledge. :)

1. Buying apple product.
2. Asus 100% does advanced RMA. Used it a few times personally

Let's see...where to start...
 
1) I never said I bought an Apple product.  I was telling you about my dad's experience with his Apple Watch warranty
2) However, I do own an iPhone.  I also own a Samsung tablet.  What's your point?
3) I have an Asus motherboard, Asus router, Asus NAS, I have 2 of the 4K/144Hz/HDR Asus PG27UQ monitors, Asus laptop, Asus Strix 7.1 headset, AND I bought an Asus ROG Strix 3090.  So you wanna talk to me about Asus?
4) For my monitor, their support team wouldn't tell me the price of a panel replacement.  They wanted me to spend $80 to ship them the monitor before they'd tell me anything at all about how much a part costs, or what it would cost if only a specific part needed to be replaced.  Nothing at all.  Beyond terrible.  So then I'd have to pay $80 just for them to potentially tell me the repair cost is about the same as the cost of buying a unit brand new.  But I'd have no idea unless I spent money and sent the unit to them.  They also wouldn't sell any parts for me to do the repair myself.  Absolutely terrible service.  And no.  They would never cross-ship a $2000 monitor to me without charging me for it in advance.  No one would and no one should.
5) Asus has a history of violating the magnuson-moss warranty act and trying to deny people who've installed water blocks on their video cards (or in general just opened it to, for example, add more thermal pads or replace the TIM on the GPU die). This is illegal for them to do in the United States.  But it hasn't stopped them from doing it over and over again.  EVGA on the other hand, doesn't try to void your warranty for doing it.

I have a few connections over at Asus,  do you have a ticket number?   That is NOT how that should have been handled.  Feel free to DM me.  I'm not promising anything as I'm in no way directly affiliated,  just well connected :)     

Asus does 100% offer cross ships as I've done it every single time myself or a client had a failing part.  Albeit I've never had an Asus monitor.  Side note though,  I went through ABSOLUTE HELL with Samsung regarding my Odyssey g9 that had issues.  Apparently their support didn't know how handle it being such a big monitor and kept trying to send me to appliances / TV replacement.
 
That is a 1700 dollar screen,  I got advanced replacement on as well after escalation.   First they wanted to send some random tech to my house mid covid.   My experience is even companies that don't advertise it,  have systems in place and will do it without question if you ask.  
 
Corsair for instance, I've never once been offered,  but also never had to fight to get it.  They just say oh ok you asked to not spend 20 bucks on shipping,  sure here ya go.   Must just mean most people don't even think to ask. 
 
Back on the Asus topic though, currently,  my board (Maximus XII formula) ,  keyboard (strix flare) mouse, (Chakram)  and even old motherboard are all Asus.   The last video card I had from them was a Fermi 480.  Worth noting, it was watercooled,  they were aware I removed the block and didn't question my warranty.   Sounds like you got some bad eggs.  
 

Stickboy46

AngryAce

compuclinic
New card will be on the way shortly!   EVGA showed they still got it.  

I see, so the only way to get personalized service and attention here on the forum is to...
 
Berate the company and employees, wish you would have kept competitors card and waited a bit longer for the competitors higher end card. Threaten to never buy another EVGA product unless they step up, Threaten start a charge back on your CC and accuse them of providing a subpar product. Squeaky wheel gets the grease I guess.

No ... it appears he got treated the same way every customer of EVGA gets treated (which is great customer service).  The fact that he was impatient and did all those things you listed because he couldn't get an answer on a Sunday night just is reflective of HIM not EVGA.  If he would have just waited 24 hours and called back, he would have been taken care of in the same way without the raised blood pressure.  

  You weren't on the phone dude,  you didn't get the experience I did that lead me to feel the need to express myself on the forum.  
Read a few posts before and you'll see a similar experience of someone like myself who called and pretty much was told to "be patient".     Perhaps you're wrong and this is the "new experience"  how would those at EVGA with the power to fix this know if everyone was a quiet little sheep and didn't speak up?  

Everyone's situation is different,  i had the guy minimize my video cards failure as well on the phone and I  had to actually explain what this was to an adult with a life.  I.E.  It failed on a sunday night when I had planned a few more hours w/ the kids, finish some work and get to bed.   

Well, my plans had to change to get my pc up and going again so I could be prepared for my monday morning presentation that I had stored on my PC.   I run like 5 monitors and needed to go find a bunch of adapters so I could work primarily off my laptop. This was an inconvenience and took time away from my family,  work and some game time as well which along w/ the gym IS  my mental health stress relief that stops me from going fully insane.  :D   

At the end of the day,  they stepped up and sped me out a card that I'll receive today.    I'm still a bit let down by the companies clear shift towards just hiring workers and move away from enthusiasts but its not my company to direct.   I remember back in the day I asked to have a card special tested for performance and they were excited at the opportunity,   this time I asked for a few minutes bench the card for one that appears to scale well and I got met with silence followed by an script about not offering performance greater than base clocks etc.   lol     Sad when the people probably don't even play video games are pretending to care about your ability to play video games.

Yes I know how this feels as I've always had non gamer girlfriends who care NOT for video games.

compuclinic

jankerson
What's wrong with APPLE products?
 
Been using and or working on them off and on since the 80's...
 
Some are better than others just like anything else.
 
All my desktops are Windows PCs while I am found of my IPHONE and IPAD AIR for other things, I don't have any problems with them.
 
They have things they are VERY good at doing while some other things people would do as well with either platform.
 
It's all good, just different.
 
 

I'd ask what's NOT wrong w/ Apple products.  They have some of the worst customer service of any company you can find.   ANY professional that has a clue about IT knows their Geek bar etc are scams and you can be told somethings is 100% unrepairable and you must replace your machine,  only to find its a 30 dollar repair elsewhere.   

They literally have to have legal actions taken to FORCE them to stop making proprietary charging cables etc.   Everything about them besides catering to older / simple minded tech users is garbage imho.     

They've been actually caught slowing down older hardware and lied about it claiming its for improved battery life not making you buy a new phone.    

I will say from an IT security standpoint, the locked down nature of the app store is more secure.  Beyond that,  supporting shoddy companies like that just proves to them they can do whatever they want as people will just bend over and take it as long as they get to show off to their friends they can afford the new apple logo on their phone lol.  Fact is unless you're really one of the small 1% users,  you aren't gaining much usability from a newphones features in the last 5 years. 
 

 
They slowed down the phones to improve the batter life was actually true. The problem was the non disclosure and why they got busted for it.
 
The problem with smart phones and tablets for that matter is you can't upgrade the hardware like on a normal desktop as an example. So from year one to year five when they stop supporting that model a lot of things change that increase the draw on the batteries. Yes the older phones battery life does suck compared to the new ones running the same apps etc.
 
Back in the day when their desktop were all SCSI they were great and faster than the IBM Compatibles. (Back when I used to work on them) 
 
Don't know about their new PCs and don't care since I am happy with what I build for myself.
 
Was in IT for a lot of years myself.
 
 
 
 
 

You called on a Sunday? For the most part on calling weekend, you're only going to get Tier 1 support, ever. Even if you ask for a supervisor, chances are the person scheduled to work that weekend is busy catching up with their administrative duties with little to no time to take an escalation call. Anything that requires additional assistance outside of the scope of support from the Tier 1 agents you speak with, is going to require your patience because you'll be waiting to get a response until either the next business day, or when your ticket is next in line in the queue - or you can just call back during normal business hours to get your issue resolved quicker. 

Doesn't matter if you paid $300 for a GPU or $4000 for a GPU - unless you pay for EVGA's Advanced RMA process, then you are responsible for shipping. Period. 

I've dealt with RMA and Customer service from other AIB's before... EVGA is by far the best to deal with, bar-none. 

compuclinic
Thankfully I never had the 2.4 cut outs.  I (not by choice) have all my smart home stuff on it, that would be a nightmare.  I find most of the time though people think they lost the 2.4 when the actual problem is just the fact they suggest you used the "shared SSID" type setup between 2.4 and 5ghz.  I turn off all that smart wifi crap,  name 2.4 the Slow One and the 5ghz The Fast One. 

I actually just changed that setting at a medical office who uses a Fortinet UTMs and Forti-AP access points.  (very expensive compared to ASUS).  They had a few 2.4 devices that flat out wouldn't connect.  Changed from single SSID with "band steering" to isolated and the problem went away.

My AC88U is just flat out starting to blink out.  I'll notice the kids / girlfriend complain the TV will be stuttering playing netflix or from my NAS.  I'll get ping spikes in game  randomly until I power cycle it. 

Haha yeah this radio definitely died one day.  Spent a lot of time trying to isolate it but no go.  Fortunately 5GHz still works and stuck all my 2.4GHz on the modem/router combo that came from my ISP.  With Asus routers I've noticed a lot of them overheat quite a bit and you can benefit greatly from applying a heatsink to it.  But AC88u has been pretty good with heat for me.

compuclinic

pennyboy79
It is frustrating but I can tell you I have purchased around 15 EVGA products, 2 which I have had to RMA and they have always stood by their products and supplied new parts.  So hang in there, EVGA will sort you out.  Trust me, EVGA are very good.  You might think ASUS, Gigabyte etc are better, they are not.  Yes they make good products too but there RMA process is just the same.

The biggest fear was they frankly put outgrew that good customer service.  

I've been around long enough (god that's scary to say now at mid 30's)  to see a few companies that just got so successful that customer names turned into customer numbers.   
End of the day, they got a replacement card out to me w/ the quickness!!    Looks like I'll be back up and gaming by the end of day!    I'm bird dogging the UPS guy :P 

Thats awesome news mate! good to hear.  My 3090 FTW3 Ultra died 8 days after using it, the RMA process is a bit different here in New Zealand.  I returned to shop, they tested card to confirm she was dead and ordered me a new one, which took 8 days to arrive.  Not too bad, but we are a small country and usually you can get items overnight if you are prepared to pay for that service.  I just waited.  Day 2 now and card still running, only light gaming so far as sadly I work full time LOL 

I have had my rma approved, paid the collateral at like 12:30 est today. Now just waiting on them to ship my new card and give me my prepaid shipping label for my returning card. I hope they ship it by days end today or early tomorrow. If not an extended wait thanks to the holiday. Plus the long shipment from the west to the east coast. Have to wait a bit longer for hopefully an operable card

jankerson

chase10784
I have had my rma approved, paid the collateral at like 12:30 est today. Now just waiting on them to ship my new card and give me my prepaid shipping label for my returning card. I hope they ship it by days end today or early tomorrow. If not an extended wait thanks to the holiday. Plus the long shipment from the west to the east coast. Have to wait a bit longer for hopefully an operable card

 
And don't forget UPS doesn't work on the weekend so you add 2 days to that.
 

UPS doesn't generally accept orders on the weekend but all transit continues throughout the week regardless of the day.  So if you ship something with 2 day shipping on a Friday before cutoff time, barring some unforeseen incident/covid outbreak, it will arrive on Monday.