USA  rma  or  Europe ?

justwondering

aka_STEVE_b
USA  rma  or  Europe ?

Hi Steve, Europe UK, Very disappointed, they have even told me to arrange my own return shipping !!! the card has its serial number on the back plate and matching the serial number on the card by the PCI-E connection.

If they match why was your RMA Rejected?
 
"CIN, MFG, BIOS-Version Sticker missing" This is new, Some of my Cards never came with them.
At least they are not on the Back Plates and I have never removed any of my Back Plates.
But this adds to the Story "I cannot speak for the original owner."
 
I would get the name of the EVGA Tech and contact the USA Support Team.

justwondering

bcavnaugh

justwondering

aka_STEVE_b
USA  rma  or  Europe ?

Hi Steve, Europe UK, Very disappointed, they have even told me to arrange my own return shipping !!! the card has its serial number on the back plate and matching the serial number on the card by the PCI-E connection.

If they match why was your RMA Rejected?

The serial numbers match but as detailed above they said that the "CIN, MFG, BIOS-Version Sticker" was not on the card.

I'd like to take the matter further but I'm unsure how to contact a manager or head of department, I sent two messages earlier and I now appear to be ignored.

Extremely frustrating.

What is the Full Model and Part Number of this Graphics Card?
Also this is a Second Hand Card so you may run into more issues without a Bill of Sale from the Original Owner.

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Thank you for the details but I'm based in the UK(Europe) , I've called and spoken with General customer support, but they are pretty much just saying the same thing the "CIN, MFG, BIOS-Version Sticker" is missing.... But both serial numbers are on the card.

Ideally I'd like to speak with a manager of the department.

Hello,
 
This is covered on our warranty terms and conditions: https://eu.evga.com/warranty/graphics-cards/
"This Limited Warranty applies only to Products used in accordance with this Limited Warranty and EVGA's published documentation, and does not cover:
Products that are modified outside of factory specifications and/or not in factory condition.
Products with modification to the serial number and/or factory identification labels whether removed, relocated, falsified, defaced, damaged, altered or made illegible." 
 
 
 

MSim

justwondering
I bought my card 2nd user, the warranty sticker was not in place, but the serial number matched the one on the box and the one on the card too, both serial numbers one on the back plate and one on the card down by the PCI-E edge connector are on the graphics card with no evidence of any kind of tampering to those stickers.
 
RMA# 5411190617243510 was approved for return.
 
So I sent the card back, but the RMA team say the CIN, MFG, BIOS-Version Sticker missing and they cannot work on the card due to the missing sticker, so they have cancelled my RMA, at no point was I contacted with regards to the RMA been cancelled, it was only when I noticed that the RMA was no longer showing as an open RMA, I then had to make contact and to make further enquires.
 
Why is it that the RMA team cannot work from the serial number of the graphics card? I have not removed the CIN, MFG, BIOS-Version Sticker, I cannot speak for the original owner.
 
But why when the card has both of its serial numbers in place on the card should it be an issue?
 
I am finding the whole situation most distressing...

 
This is the first i have heard of CIN, MFG, BIOS-Version Sticker for reason to not honor a warranty. Sure seems like evga is looking for any reason to not honor warranties these days.
 
 

I know, I feel very let down, its a low ball move

The person at the UK support team that is currently ignoring all my messages is Ian House, please see below for a copy of the message sent to me.
 

Hello Mr ********,
 
We have received your graphics card which you have returned under RMA 541119061724****.
 
On inspecting the card we have discovered that one of the manufacturers identification number labels is missing.
The MFG serial label should be located on the front of the PCB next to the gold PCI-E data connector.
 
I have attached a photograph of your card to this email highlighting the area where the label should be located and also an example image of a card which shows the label in place.
 
Unfortunately due to the manufacturers identification label not being present this does invalidate your EVGA warranty and your RMA has been rejected.
 
Please can you arrange to collect your rejected RMA from the UK RMA Centre at the address below:-
 
EVGA RMA Centre (Ref 541119061724****)
Langdale
Flag Lane
Penwortham
Preston
PR1 9TP
 
​If you have any questions or require any further assistance please contact EVGA support through your EVGA account login.

Regards,​
EVGA UK

Now one thing that is puzzling me, wherein the manual does it detail about the warranty terms and conditions?
 
I have had a flick through the manual, I can see nothing in relation to any warning about sticker removal, I can kind of understand if the serial number stickers had been removed, but a sticker for the Bios revision etc !!!!!! hmmmmmmm
 
I am hoping a manager will call me....but it seems EVGA are using any tactic to block RMA these days...very poor.

transdogmifier
I, myself, a huge fan of eVGA..have been for years....do not like the "Oh, the sticker isn't there? You're screwed!" attitude.
 
Stickers, by definition, lose their sticky-ness. They have a propensity to fall off.
 
The lack of sticker shouldn't void the warranty.
 
 

Considering my serial number stickers are both completely intact and it is a Bios revision number sticker that is missing....I feel very very short-changed.
 
PLUS no mention of warranty terms and conditions on the box or in the manual.....very very poor.
 

Hello justwondering! I have reached out to our EU team so we can look into the situation further. I believe our EU customer service manager has been away from the office for a few days, but I will see if there is another person who can check in with you.

Just a quick update a team member of the customer support team has called me today, but not the manager, but the customer support team member has said that the manager of Europe RMA a Mr Marcus Kasedaun will be calling me on Monday.
 
I feel this situation is shocking and that future EVGA customers should be made aware of the potential pitfalls of buying any EVGA product in the future.
 
No where int he instruction manual or on the packaging are the warranty terms and conditions.
 
WHY are they not detailed clearly? within the packaging or the instruction manual.
 
I have taken screenshots of my forum post, If needs be I shall take this matter much further.
The Serial Numbers are intact on the card but the "CIN, MFG, BIOS-Version" Sticker is missing !!!! WHAT a terrible customer service .

Bepzinky
Kinda shocking, I suspect the only reason my own RMA got accepted is because of actions from the EVGA's US HQ to the EU guys, after my complaint thread :(
That said after reading a few recent RMA stories I'm going to make a 4k video of the motherboard from every angle...

Agreed , you have to cover your back these days, very unfair situation for any customer to have to find themselves in, years and years of an excellent warranty reputation is been spoiled, I have recommended lots of people online,friends and family to always buy an EVGA graphics card, as I said they had the best warranty for peace of mind....!!! 

chari_n
EVGA's new warranty policy: "Did you take the component out of the original box? Warranty voided."

 But you are not the one who took the component out of the original box not being the original owner

EVGATech_MarkusK
Hi,
 
like spoken, the manufacturer sticker is missing on the product itself - like discussed in such a case we are not able to offer RMA - please get in contact with the original owner, like suggested - we will send back the product to you on our costs,
 
Markus

Hi Markus, Thank you for your time today, I have messaged Ian House, whom is the original person to contact me with regards to the RMA , I have asked him to contact you with regards to sending the card back to me.