eldar9208
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Hello. I apologize in advance for my English. On July 20, I sent the GTX 1080 FTW for RMA by DHL to Am Haag 8 82166 Graefelfing Germany. On August 3, the parcel arrived at the customs. They sent EVGA notification of the parcel. On August 7, I asked EVGA if they received a notification. They replied that they did not. On August 11, I wrote EVGA again - they did not answer me. On August 14 I again wrote to them - there is no answer. Why did they ignore me? And why does the RMA process last so long? I asked people how long their RMA process lasted. They answered me that 3-5 days. Why is everything so long in my case? It's been almost a month since the RMA process has not moved yet. RMA Number: 543117002383 Shipment number CB005832270RU
post edited by eldar9208 - 2017/08/15 13:40:03
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Cool GTX
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Re: How long Evga RMA?
2017/08/15 12:55:47
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Sorry to see this issue happening - Long RMA
I believe the EU office is closed - holiday
I've elevated your issue with EVGA USA
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EVGATech_MarkusK
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Re: How long Evga RMA?
2017/08/16 04:43:42
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Hi,
we didn´t receive the package till now - if there would any further information required from the e.g. customs they would get in contact with us automated, please get in contact within the delivery service, we already wrote back to your email request,
Markus
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eldar9208
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Re: How long Evga RMA?
2017/08/16 04:51:05
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I wrote yesterday DHL. They have not responded yet.
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eldar9208
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Re: How long Evga RMA?
2017/08/16 23:23:05
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That's what they told me in DHL (answer in German): "Guten Tag, Vielen Dank für Ihre Anfrage. Anhand Ihrer Sendungsnummer CB005832270EN konnten wir feststellen, dass die Sendung am 08/01/2017 in Deutschland erstmalig gescannt wurde. Am 03.08.23017 wurde Ihre Sendung an das für den Empfänger zuständige Binnenzollamt zugestellt. Zeitnah erhält der Empfänger eine Benachrichtigung. Mit diesem Benachrichtigungsschreiben muss er die Sendung beim zuständigen Binnenzollamt abholen. Sollte der Empfänger keine Benachrichtigung erhalten haben, möchte er sich bitte mit uns in Verbindung setzen. Gerne übersenden wir Ihnen die deutsche Sendungsnummer 494021511619. Mit der deutschen Sendungsnummer haben Sie die Möglichkeit, via Internet unter die Sendungsverfolgung vorzunehmen." What should I do now?
post edited by eldar9208 - 2017/08/16 23:30:25
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rjohnson11
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Re: How long Evga RMA?
2017/08/16 23:34:48
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What country did the package originate from? Did you send this package to EVGA from a country outside the EU?
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Hoggle
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Re: How long Evga RMA?
2017/08/16 23:35:29
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eldar9208
That's what they told me in DHL (answer in German):
"Guten Tag,
Vielen Dank für Ihre Anfrage.
Anhand Ihrer Sendungsnummer CB005832270EN konnten wir feststellen, dass die Sendung am 08/01/2017 in Deutschland erstmalig gescannt wurde.
Am 03.08.23017 wurde Ihre Sendung an das für den Empfänger zuständige Binnenzollamt zugestellt.
Zeitnah erhält der Empfänger eine Benachrichtigung. Mit diesem Benachrichtigungsschreiben muss er die Sendung beim zuständigen Binnenzollamt abholen.
Sollte der Empfänger keine Benachrichtigung erhalten haben, möchte er sich bitte mit uns in Verbindung setzen.
Gerne übersenden wir Ihnen die deutsche Sendungsnummer 494021511619.
Mit der deutschen Sendungsnummer haben Sie die Möglichkeit, via Internet unter die Sendungsverfolgung vorzunehmen."
What should I do now?
I think the Tech gave you some good news "we didn´t receive the package till now" so it sounds like the RMA is being processed as EVGA now has the video card. Normally when EVGA has the video card the RMA is pretty fast but they can't really speed up how fast it moves through customs and such as that is outside of what they can control.
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rjohnson11
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Re: How long Evga RMA?
2017/08/16 23:36:55
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I have referred this thread to EVGA
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eldar9208
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Re: How long Evga RMA?
2017/08/16 23:48:24
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The package was shipped from Russia on July 20. Since August 3, the package is at customs in Germany. DHL says that it sent a notification, and EVGA replies to me that it did not receive a notification. And this has been going on for 2 weeks. I do not understand how I can accelerate this process. Why EVGA can not contact customs? I wrote a package number to them. Why am I so unlucky? Everyone I asked the RMA procedure was very fast.
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EVGATech_MarkusK
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Re: How long Evga RMA?
2017/08/17 05:17:18
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Hi,
thanks for your detailed request - as mentioned till now we didn´t receive any automated information from the customs, we will forward the case internal to our Shipping Department - could you please also call the delivery service, as it could be any kind of issues on which the sender needs to state / communicate with them,
Thanks,
EVGA,
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eldar9208
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Re: How long Evga RMA?
2017/08/17 08:26:28
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Hello, I contacted the delivery service and they told me that the recipient of the parcel they called by number 02284333112 (Germany)
post edited by eldar9208 - 2017/08/17 09:18:39
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eldar9208
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Re: How long Evga RMA?
2017/08/17 23:04:11
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Today DHL sent me a new message:
"Dear Mr. Shabanov,
Thank you for your email.
The recipient in Germany must contact our customer service department or its customs office. If he has not received any notification, we can provide the recipient with the necessary information.
Thank you for your understanding.
Regards
Carla Bernhardt
Customer service"
They also told me yesterday that if the recipient does not contact them in the near future, the parcel will be sent back.
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EVGATech_MarkusK
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Re: How long Evga RMA?
2017/08/18 00:06:54
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Hi,
without a reference number, which is normally not the Tracking Number, you won´t get any information at the customs - we will try our best to get it sorted,
Markus
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eldar9208
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Re: How long Evga RMA?
2017/08/18 00:45:49
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In the message sent to me by DHL was the tracking number in Germany: 494021511619. "Guten Tag, Vielen Dank für Ihre Anfrage. Anhand Ihrer Sendungsnummer CB005832270EN konnten wir feststellen, dass die Sendung am 08/01/2017 in Deutschland erstmalig gescannt wurde. Am 03.08.23017 wurde Ihre Sendung an das für den Empfänger zuständige Binnenzollamt zugestellt. Zeitnah erhält der Empfänger eine Benachrichtigung. Mit diesem Benachrichtigungsschreiben muss er die Sendung beim zuständigen Binnenzollamt abholen. Sollte der Empfänger keine Benachrichtigung erhalten haben, möchte er sich bitte mit uns in Verbindung setzen. Gerne übersenden wir Ihnen die deutsche Sendungsnummer 494021511619. Mit der deutschen Sendungsnummer haben Sie die Möglichkeit, via Internet unter die Sendungsverfolgung vorzunehmen." I understand this is the reference number. Because when I go to the DHL site: https://www.dhl.de/en/pak...endungsverfolgung.htmlI see the inscription: "To search by reference number (only possible if the sender has been provided with you with this electronically), click on" Extended Search ". I click on "Extended Search" and enter the number 494021511619. Information appears about my package. I'm right? Is this the reference number?
post edited by eldar9208 - 2017/08/18 00:54:51
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eldar9208
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Re: How long Evga RMA?
2017/08/18 00:48:27
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I can not insert a link to the DHL site
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eldar9208
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Re: How long Evga RMA?
2017/08/18 00:49:34
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Because I wrote only 8 messages... Wow. Already 10 messages. P.S. Link to DHL inserted.
post edited by eldar9208 - 2017/08/18 00:57:31
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EVGATech_MarkusK
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Re: How long Evga RMA?
2017/08/18 04:54:20
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Hi,
we are in contact with the customs already,
Markus
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eldar9208
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Re: How long Evga RMA?
2017/08/18 11:15:11
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I had another question:
Since I originally purchased the GTX 1080 FTW graphics card on May 27, 2017 and I sent it for replacement on June 3, 2017. Will I be reimbursed for shipping costs, since less than 30 days have passed since the purchase?
Does this rule apply to me: "EVGA will cover the cost of shipping if the item fails within 30 days of the original purchase date. If the item fails after this date the unit is considered to be used and we ask for the customer to pay for shipping back to us."?
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EVGATech_MarkusK
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Re: How long Evga RMA?
2017/08/20 23:27:24
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Hi,
as through our system, the original purchase was done one year ago by a different owner, so you purchased the product second-hand - unfortunately in this case we are not able to cover the shipping costs,
Markus
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eldar9208
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Re: How long Evga RMA?
2017/08/21 03:01:24
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Hi Markus
OK. I understood. Did you get a video card or is it still at the customs?
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EVGATech_MarkusK
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Re: How long Evga RMA?
2017/08/21 04:32:37
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Hi, we are working on - please contact us for further matters through supporteu@evga.com Thanks, Markus
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eldar9208
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Re: How long Evga RMA?
2017/08/24 22:14:11
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With great pleasure I want to inform you that my epic with the replacement of the video card by RMA has ended. August 23 replacement was sent to me. I want to say a big thank you to EVGA for your patience and assistance in the RMA process. I believe that such a long process of RMA (longer than a month) was more due to delivery (DHL in my case). I would like to wish EVGA to establish closer cooperation with delivery.
P.S. Can I determine the release date from the serial number of the video card?
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Sajin
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Re: How long Evga RMA?
2017/08/25 05:34:57
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eldar9208
P.S. Can I determine the release date from the serial number of the video card?
No. Here is what you can get from the serial number... Serial number breakdown: - First two digits: Year Manufactured
- Third digit: Product type (1 being graphics card).
- Fourth and Fifth: What factory the product was built at.
- Sixth: Warranty Length.
- Seventh to Tenth: Part Number.
- Eleventh: Region Sold.
- Twelfth to Sixteenth: SNS or Serial Number Sequence.
post edited by Sajin - 2017/08/25 05:36:02
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Cool GTX
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Re: How long Evga RMA?
2017/08/25 09:44:34
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 Happy to see your card has been shipped DHL & Customs --> slowed the process down --> real bummer
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