al108
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I have recently returned a X299 MB to EVGA as I have decided to get a large one. Prior to sending the MB was in a perfect condition. However, the RMA was denied because of "bent pins." Indeed, their pictures show a couple of bent pins. Unfortunately I have not thought of documenting my MB's condition, as I have RMA'd many boards for warranty (I never had bent pins!) with other manufacturers without any issues. I have seen other posts when EVGA denied RMA due to bent pins while customers claiming to have sent their boards with straight pins. My board was properly packaged and sent to EVGA, where bent pins were magically discovered. I do not know how those pins were bent, but what I do know that I did not bent them, and if I did, I would have straightened them out prior to sending the board back. Does that make sense? Customer service asked me if I have put in protective cover from the inside of the socket, really?
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truckensafely
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/04/02 11:15:57
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It's standard practice for all MOBO manufacturers to claim that you damaged the pins unless you prove them wrong & in your case & many other end user's case' like me, this happens quit often. Sad :-(
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rjohnson11
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/04/02 11:21:36
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If you look at all motherboard manufacturers as a whole you will see that all of them ship motherboards with the protective CPU shield on them so that on arrival to you (the customer) it is in perfect shape. It is more than logical that you should also use the protective shield shipping the item back to RMA for the same reasoning. However, I will forward this to EVGA.
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EVGA_James
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/04/02 11:35:09
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Hello, I do apologize for any inconveniences. Though please bear in mind that the product must be in its original factory condition for warranty or refund. If a product received is opened there may be a 15% restocking fee. If the product is indeed opened or the seals are broken our team would fully inspect the product's condition. Any signs of physical damage is not covered under warranty as stated in the warranty terms and conditions found here https://www.evga.com/support/warranty/. If it is believe that the product may have been damaged during shipping you would need to contact the shipper to file a claim. An email would have been sent in inform the condition of the product was received in. You can reply to the email for further assistance/information or contact our support team directly at 888-881-3842 who are available 24/. Regards, EVGA
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the_Scarlet_one
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/04/02 11:49:31
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Al108, it has become a standard practice to take pictures of any and every item before returning them to a manufacturer. EVGA sometimes has video of the product being received and opened. One user in Australia claimed that he didn’t damage the CPU Socket on his motherboard, and EVGA provided proof it had arrived in that condition. Different regions handled RMA’s slightly different. Ask nicely if there is video of the package being reviewed to see if maybe they can provide insight into the occurrence.
Also, the user from Australia had dropped his motherboard and damaged the pcb and claimed nothing was wrong with the board, but there was definitely issues outside of the CPU socket.
Also, did you get insurance? Evga isn’t in the business of damaging hardware to deny RMA, as t would only hurt their business. The shipping company could have dropped the package or something.
Lastly, were you going through a step-up or a return?
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MasterMiner
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/04/02 20:00:15
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Just built my dark / caselab rig and right out of the box there was a small issue. Notified EVGA and they immediately asked me to initiate an RMA. Since it didn’t effect me (post code chip floating freely in bag instead of soldered on board) - not a test bench. I passed and went about my build. It works. You take that same issue to ASUS and you will be lucky to get an automated reply. I took a risk. The board predictably runs fine. Built like a tank. I would be far less happy if it did not boot. (edit: The only time I’ve ever looked at post code for a problem involved DRAM. I can easily test that on my x99 - my new test bench)
post edited by MasterMiner - 2018/04/02 20:06:43
I used to mine. Now I compute.
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batboy88
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/04/02 20:42:53
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I detest dude they been absolutely Excellent dude. Sent me a neww unopened boxed ftw k...after whatever was wrong with that other one. Appeared to be Bios related and I seen I thought about trying one of them chips..but you know...Id like to let them check it out first, a lot others stuff that could be wrong probably beyond my knowledge assuming. Them and Gigabyte get stuff done dude if you have a Problem. With Asus dude I'm kinda Pissed about and will send you **** that's stilled fed up back to you lol..fing Jung Ho needs to look at this board or something lol.
post edited by rjohnson11 - 2018/04/02 23:22:03
7700k/5.2ghz-1.34v/ FTW K/ custom Loop/ Crucial/Micron Ballistix- 3200mhz/ Vega 56 Reference/ Cooler Master GXII Pro 750w 2600x/MSI X470 4.3ghz
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rjohnson11
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/04/02 23:23:24
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I'll remind everyone that cursing and swearing aren't allowed on the forums even if disguised or removed by the forum filters. Such posts will be edited or deleted. If there is a repeat incident we will have to give a warning.
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rjohnson11
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/04/02 23:34:41
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When returning an item for RMA: 1: Follow all instructions in the RMA procedure 2: For motherboards use the protective CPU cap that came with the motherboard 3. Ensure you pack the item thoroughly so that if a shipping company were to drop it nothing should break 4: Make sure you insure your package for damage or theft 5: Take pictures of the motherboard/item before shipment. Take one zoomed in picture of the CPU socket without the protective cap. Take a picture of the serial number. The pictures provides proof the item was in good condition before shipment and if damaged along the route by the shipment courier then you have proof of non damage prior to shipment.
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truckensafely
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/04/03 09:19:35
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The 1st Dark I got from the jungle, had bent CPU pins, that's out of the box, brand new with shrink wrap was intact
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wmmills
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/04/03 10:23:30
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al108 I have recently returned a X299 MB to EVGA as I have decided to get a large one. Prior to sending the MB was in a perfect condition. However, the RMA was denied because of "bent pins." Indeed, their pictures show a couple of bent pins. Unfortunately I have not thought of documenting my MB's condition, as I have RMA'd many boards for warranty (I never had bent pins!) with other manufacturers without any issues. I have seen other posts when EVGA denied RMA due to bent pins while customers claiming to have sent their boards with straight pins. My board was properly packaged and sent to EVGA, where bent pins were magically discovered. I do not know how those pins were bent, but what I do know that I did not bent them, and if I did, I would have straightened them out prior to sending the board back. Does that make sense? Customer service asked me if I have put in protective cover from the inside of the socket, really?
Well, at the very least you know whats wrong with your mobo and can fix it yourself then. :) Usually they get bent from cranking down cpu cooler/hsf setups, especially the FTW/classified mobo variants because of all the extra gold in the socket.
MOBO: EVGA x299 Dark, CPU: I9 10900X, RAM: Patriot Viper RGB 3600 32gb, SSD: Samsung 860 EVO 1TB, M2: Samsung 970 EVO+ 1TB, PSU: CoolerMaster M2 1500, CPU HSF: EVGA 240 CLC HSF~ P/P EK Furious Vardar, G-CARD:EVGA RTX3090 FTW3 Ultra Gaming w/Hybrid kit and Noctua IPPC 3000 P/P, CASE: LIAN-LI PC-V2010B w/ Window mod, OS: Windows 10 Pro 64bit, MON: Alienware AW3821DW New EVGA product? Register it NOW with this link: http://www.evga.com/register/default.asp?affiliatecode=4QFQRAMOII Help Our Vets From K-2! [link=https://strongholdfreedom
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al108
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/04/05 10:04:36
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Thanks everyone for the comments. I understand the policy (although that could improve too). I have returned the mobo not because it was broken, but because it was too small for my build. I have purchased dark, which works great for me. I have sent the mobo with the cover on the CPU socket properly attached. My point is that it is just as unlikely that I have damaged those pins as it is unlikely that EVGA did it, but somebody did. EVGA will never admit it, and I will not either because I am sure I have not done anything to damage CPU pins. As for the policy improvement, they could have offered to me to straighten the pins. I know it could be done, and I think I will be able to do it myself. I agree that this is unfortunate. I had dobuts from the beginning that micro ATX would work for me, and I should have kept it unopened. -Al
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rjohnson11
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Y3didya
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/04/06 02:35:24
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rjohnson11
truckensafely The 1st Dark I got from the jungle, had bent CPU pins, that's out of the box, brand new with shrink wrap was intact
That is very sad to hear and sounds like courier damage.
Lets see if the one I ordered today will come here undamaged
• EVGA X299 Dark • Intel Core i9 7920X • 32GB G.Skill Trident Z RGB DDR4-3200 CL14 • Seasonic PRIME 80+ Platinum 850W • EVGA GTX 1080 Ti K|NGP|N Hydro Copper Click here to save 3%-10% on your next EVGA purchase - My associates code is ZQ9K3H42VHCXOEM || Thank you justin_43, liked your Signature format so had to adapt it :)
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wmmills
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/04/06 13:39:20
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Make sure you video the unboxing and inspection to cover your hind quarters.
post edited by wmmills - 2018/04/06 22:08:44
MOBO: EVGA x299 Dark, CPU: I9 10900X, RAM: Patriot Viper RGB 3600 32gb, SSD: Samsung 860 EVO 1TB, M2: Samsung 970 EVO+ 1TB, PSU: CoolerMaster M2 1500, CPU HSF: EVGA 240 CLC HSF~ P/P EK Furious Vardar, G-CARD:EVGA RTX3090 FTW3 Ultra Gaming w/Hybrid kit and Noctua IPPC 3000 P/P, CASE: LIAN-LI PC-V2010B w/ Window mod, OS: Windows 10 Pro 64bit, MON: Alienware AW3821DW New EVGA product? Register it NOW with this link: http://www.evga.com/register/default.asp?affiliatecode=4QFQRAMOII Help Our Vets From K-2! [link=https://strongholdfreedom
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coldair
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/04/09 12:18:24
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wmmills Make sure you video the unboxing and inspection to cover your hind quarters.
what he said, I had an issue with an X79 with bent pins but I had a time stamp on the UPS deleivery and me opening the box to discover bent pins just a few minutes later. EVGA took care of it right away
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Vlada011
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/04/09 22:34:24
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And you are naive and you don't know to protect self. Every time when I bought or sell motherboard first what I do when sell motherboard... make photo of CPU socket, at least 5 photos from every angle... When buy motherboard immediately after open I make photo of CPU socket and inspect him. On that way no one blame you that it's your fault. When I bought RVE10 toilet paper was over socket to protect pins, instead plastic cover... and plastic was inside box somewhere, I was shocked, heart stop me. But that's nothing, look what people do... This guy try to sell motherboard 6 months, I would not bought her for 100 euro from someone who do such things... ASUS OC Panel is almost put in socket and his sharp legs probably inside memory slots... Such people are first to blame other people... Manufacturers should deal with bunch of people who do such things. He probably don't know what is wrong because keep same photo months and try to sell this motherboard. Can you imagine how someone like him treat most sensitive hardware - motherboard. CPU Pins can't bent accidentaly, you can't put locker on right way and damage pins, you need to make some wrong move.
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PINKTULIP
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/05/09 07:27:31
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rjohnson11
truckensafely The 1st Dark I got from the jungle, had bent CPU pins, that's out of the box, brand new with shrink wrap was intact
That is very sad to hear and sounds like courier damage.
No it sound like QC.....……….
MOBO :EVGA X299 DARK 151-SX-E299-KR BIOS :1.29 CPU : Intel Core i9-10900X Skylake-X 10-Core 3.7 GHz LCR :Corsair Hydro Series H80i V2 GPU :SAPPHIRE NITRO+ RX 6900 XT SE MEMORY: CORSAIR Dominator Platinum SE Torque 32GB (4 x 8GB) CMD32GX4M4C3200C14T SSD 01: SAMSUNG 970 PRO M.2 1TB NVMe SSD 02: SAMSUNG 860 PRO 256GBX2 Raid 0 PSU : Seosonic Prime Titanium SSR-1000TR 1000 Watts CASE :Thermaltake (Armor+) VH6000SWA SC :Creative Sound Blaster AE-9 5.1 Channels Monitor Acer XR382CQK IPS 3840x1600 @ 75HZ BD [/
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transdogmifier
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/05/09 07:50:10
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rjohnson11
truckensafely The 1st Dark I got from the jungle, had bent CPU pins, that's out of the box, brand new with shrink wrap was intact
That is very sad to hear and sounds like courier damage.
Dunno, RJ...if it's sealed in box and the box itself isn't damaged ...sounds like it might have been (as previously mentioned) quality control... Edit: Btw, I'd like to see eVGA do what Asrock did for me when I had a socket with bent pins...pay the 20 bucks to 'replace the socket" and then take it as an RMA...it's better than paying 299.99 for a new motherboard, if still annoying.
AMD Ryzen 7900x3d Deepcool LT720 Gigabyte Aorus Elite AX X670 (Might change..don't like this board) eVGA GeForce RTX 3090 FTW3 Ultra Gaming (Hybrid kit on it) Asus ROG Swift PG43UQ 4k Monitor eVGA 1600W Supernova T2 PSU 32GB Kingston 6000 DDR5 (2x16GB) Fury Corsair MP600 Pro 2TB (Boot) Corsair MP600 2TB (Games/Data) Phanteks P500A Case
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PINKTULIP
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Re: EVGA has a practice of denying RMA by accusing customers of having bent CPU pins
2018/05/09 09:50:09
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transdogmifier
rjohnson11
truckensafely The 1st Dark I got from the jungle, had bent CPU pins, that's out of the box, brand new with shrink wrap was intact
That is very sad to hear and sounds like courier damage.
Dunno, RJ...if it's sealed in box and the box itself isn't damaged ...sounds like it might have been (as previously mentioned) quality control... Edit: Btw, I'd like to see eVGA do what Asrock did for me when I had a socket with bent pins...pay the 20 bucks to 'replace the socket" and then take it as an RMA...it's better than paying 299.99 for a new motherboard, if still annoying.
+1
MOBO :EVGA X299 DARK 151-SX-E299-KR BIOS :1.29 CPU : Intel Core i9-10900X Skylake-X 10-Core 3.7 GHz LCR :Corsair Hydro Series H80i V2 GPU :SAPPHIRE NITRO+ RX 6900 XT SE MEMORY: CORSAIR Dominator Platinum SE Torque 32GB (4 x 8GB) CMD32GX4M4C3200C14T SSD 01: SAMSUNG 970 PRO M.2 1TB NVMe SSD 02: SAMSUNG 860 PRO 256GBX2 Raid 0 PSU : Seosonic Prime Titanium SSR-1000TR 1000 Watts CASE :Thermaltake (Armor+) VH6000SWA SC :Creative Sound Blaster AE-9 5.1 Channels Monitor Acer XR382CQK IPS 3840x1600 @ 75HZ BD [/
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