This post is directed to the real EVGA employees and management.
I am writing it here as I don't get timely response to my emails to and since 29th of April.
Hello dear EVGA people,
I usually don't generalize people and companies as everyone makes mistakes, but you will be the exception.
YOU SUCK!!!
Today I finally got the PSU I bought from your EU.evga.com website. It took me 4 days to "manage the delivery" of the last 1kilometer to my home. Yes, the quotes in "manage the delivery" are on purpose. In those 4 days, I was on the phone with the shipping company 5 times (total of over 60 minutes), Got the chance to meet the DPD Partner office manager and get in an argument if I should pay additional fees on the delivery, wasted my time because of you EVGA!
Now let me give you the facts in chronological order:
1. I order a SuperNOVA 1000W T2 PSU for €314.99 including shipping on 4/21/2017. Order ID: 4801384.
2. I make sure that my exact address and phone number are included when I order it. Also I check my profile setting on the eu.evga.com site. I have been doing some RMA of my EVGA GTX 980 before, I know you know my address. When I see that the Shipping Address field in my profile on eu.evga.com can't take my entire address and I have to input the rest in the second field that is marked as Optional, I get this feeling like you get just before the storm starts. You know there are going to be problems, but you decide to give the other side the benefit of the doubt and to trust them they know what they are doing.
3. Then I get a confirmation of the order, I check my address - It is all in there - Cool EVGA know what they are doing. Oh, WAIT! My phone number is not there. Now I start to worry. EVGA moved their EU Operations recently, may be their processes and new people are still new and not tested or something? Ok I need to get the Tracking number and check the PSU progress. Oh noo, no tracking number there also.
4. I try to get in contact with EVGA support. No can't do. I can only raise tickets for my old GTX 980, and when I click to open a ticket by selecting the GTX 980 serial number the website eu.evga.com just does a refresh of the page. Ok, lets search the website for a hot line or chat or something. Ok, I find the emails of EVGA VP of Sales and Support manager, but this is just a tracking number, I can't write an email for those kind of people for a simple tracking number, nooo. Oh well, let's ask the forum then.
5. I get a reply on the forum from the fan boys/gals that the evga website is EVGA.COM and there is a section with contacts and phones. Ok, but why do you have the EU.evga.com then, if the EU people have to visit your US/Global site??? Something is fishy with eu.evga.com I guess.
6. I write to and and get a response from the forum too. The US/Global email response time is faster. Ok so EU people are a bit slow, but hey I got the tracking number and I got reassured that if there was going to be a problem I can count on EVGA support.
7. The PSU starts from Amsterdam and needs 5 days to get in to the local DPD Partner office in Sofia. I live in Sofia, Bulgaria. That is OK as a shipping time. Only EK ships faster using DPD to my address. So I am about to get a delivery on 29th of April and I am excited to get the PSU and finish my build. If I get the before lunch I will have time to do the custom sleeving before Monday. Unfortunately, I see on the DPD site that "Unfortunately we have not been able to deliver your parcel."?
8. Wait, WHAT? Ok, call DPD - hm I have to call their partner for Bulgaria, ok - on the phone with them the first answer is "Oh, we don't have such tracking number in our systems. May be DPD is using a different partner to deliver it to you.". Checked again on the DPD website - Speedy.bg is the only registered DPD partner for Bulgaria. Let's call the partner again - the same lady now tells me that she still does not see the tracking number and she will let the DPD Department know to check this tracking number on Tuesday. Monday is bank holiday, so OK I will wait.
9. I email and ask them to provide my phone to DPD. It is 29th of April.
10. Tuesday comes, the DPD Department at Speedy.bg calls me and tells me that the PSU is with them and the courier will deliver it today. Happiness.
11. Few hours later I see again on the DPD website: "Unfortunately we have not been able to deliver your parcel.". Call them again, different lady tells me that the shipment didn't have a phone number to it and it is not deliverable. Ok, here is my phone number - She tells me she will call the driver of the truck and give him my number, so he can deliver the PSU.
12. 5 hours later, it is afternoon already, no one is coming. I call DPD partner again and apparently the lady didn't write down my number correctly and the driver called someone else. Ok, where is the PSU, I will get there and take it myself. Oh, it is in our Local office since 28th of April.
13. I go to their office, and I am a bit furious that they can't do a simple delivery. The office manager tells me that because the parcel has been sitting there since 28th and there were two attempts to deliver it I have to pay a storage fee. I struggle not to explode. He shows me that the package has only half my address and no phone number on it. So after showing him the Invoice from the eu.evga.com where it has my entire address the office manager shows the values of Speedy.bg and gives me the package without me paying the storage fee as apparently there was two errors on the shipping label and were not my fault. (EVGA you can learn something here about how to value your customers!)
Attached to this port is the photo of the shipping label. EVGA - you can call me at my phone number 111111111111111 and you missed my apartment number. Yeah the apartment building I live in has over 68 apartments.
So I lost 2 days with tracking and waiting for a delivery that never happened just because:
1. The developer of EU.evga.com that imposed a character limit on the address field.
2. The EVGA manager who outsourced EU deliveries to some new probably very cost efficient company called DSV. Why is the package covered with DSV tape if I track it via DPD???
3. The EVGA Support person that didn't check what information is send to the Logistics center when I asked for the tracking number.
Let's recap what we learned about EVGA PSUs so far.
EVGA SUCKS!!! How can you send the PSU without my full address and my phone number???? Is just taking my money important for you??? Let me tell you, you I am happy with my shopping experience and with the product, I will buy more! But just taking my money and sending the product in the general area and not caring what happened with your customer IS NOT ACCEPTABLE!
The PSU may be good, but it is not acceptable to provide such customer experience when someone buys your premium products. Even if it is the lowest grade old stock C-Class product, IT IS NOT ACCEPTABLE! I am glad I ordered my 1080Ti from Asus and not you.
I still have not opened the package, just hope I don't have to use the 10 year warranty on the unit.
Sincerely your customer for the next 10 years of warranty
Milen Popov
P.S.
The just told me that they told the logistics center my phone number. Why the heck didn't you do that in the first place?
P.S.S.
Am an sending this to all the EVGA VP/management emails on your websites!
post edited by EVGATech_ChrisB - Tuesday, May 02, 2017 7:04 PM