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Request: EVGA Customer Service Advice

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Egrady
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Monday, September 23, 2019 5:53 PM (permalink)
Hello,

Do any of you fellow recent EVGA purchasers have any advice to give regarding the RMA procedure and making a request for the replacement card to be factory new instead of refurbished?

I am currently in the middle of my 4th RMA since January after a Step-Up purchase of an RTX 2070 Black.

The original card worked for a very short while and each of the 3 replacements provided have all come dead on arrival.

I am trying to be provided a new card on replacement due to all 3 of the replacement cards throwing my systems into power faults on startup. At this point I would rather not have to risk losing data or an additional component due to any kind of surge from power faults.

In addition, it is a pain in the ass to continually troubleshoot the cards by installing/uninstalling them across the 2 systems on 3 power supplies.

Do I have any reasonable recourse to move past the refurbished units and into a factory new?

Note: My systems are 100% up to date and I already know the general recommendations of troubleshooting as I've been doing this for 2 decades. Though insight into the issues on EVGA's end would seem helpful.

Thank you

UPDATE (9/24/19): I ended up receiving a phonecall from EVGA rep Adam quite shortly after my original post.

Adam was very understanding of my particular situation, told me that he had spoken to his supervisor prior to phoning me and that he was authorized to provide me with a factory new replacement card.

Additionally, he upgraded the shipping from the traditional UPS ground to 3-day delivery with the new replacement card shipping after the arrival of my RMA unit which is due 9/25.

The unit I will receive it not yet known as of yet but it will be at least the originally purchased RTX 2070 Black. The last RMA unit received was an RTX 2070 XC which I was really hoping would have worked. Either way I'm happy.

This is something EVGA was not required to do but did so anyway. And it is the reason I have remained an EVGA custom for some 15 or 20 years now through every generation of GPU during that time.

Note: I believe unbeknownst to them, this customer service experience just happens to coincide with my 40th birthday and has made it just that little bit more sweet.

Thank you EVGA
post edited by Egrady - Tuesday, September 24, 2019 5:00 AM
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    aka_STEVE_b
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    Re: Request: EVGA Customer Service Advice Monday, September 23, 2019 6:09 PM (permalink)
    3 dead on arrival !?!?
     
    That is highly unlikely  or you have some of the worst luck on the planet.... 
     
    You would be better off asking for a refund at that point and starting all over. .. but really, it will depend on what region you are in and how far up you can escalate the matter..
     

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    EVGATech_AdamB
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    Re: Request: EVGA Customer Service Advice Monday, September 23, 2019 7:01 PM (permalink)
    Hello Egrady! I am sorry to hear about the troubles you've had with your graphics cards. As we discussed over the phone, we would be happy to assist you with your RMA. I see your card is currently in transit to us and once it arrives, we will get the RMA processed for you. I also made sure to have your RMA marked as a special case so that way our RMA department follows my notes as we discussed. Please feel free to reach out to me if you have any further questions.

    Like our service? Please provide feedback for us at the link HERE. 
    #3
    Egrady
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    Re: Request: EVGA Customer Service Advice Tuesday, September 24, 2019 5:01 AM (permalink)
    I have updated the thread with what I hope to be he satisfactory conclusion to it all.
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    Egrady
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    Re: Request: EVGA Customer Service Advice Tuesday, September 24, 2019 5:10 AM (permalink)
    You're right, it IS highly unlikely. I would be amiss if I didn't continually believe it was an issue on my end. However, after going through a tireless troubleshooting with each card, my GTX 1060 spun right up every time.

    The 3rd card received was actually first installed in my secondary system to make sure something in my main rig wasn't corrupting the installation.

    So all told the 3 cards were all tested on 3 different power supplies (Corsair 650w, 750w,and 850w) inside 2 different rigs across 5 different PCI slots between other auxiliary hardware tests.

    I couldn't believe I kept getting DOA cards but I was more than thorough enough in my trouble shooting.

    The original card I received was part of the initial RTX launch by Nvidia which was saturated by dead and failing cards across a bunch of different manufacturers. I suppose my luck just ran out as I have yet to have ever needed to RMA a GPU.

    *Shrug*
    #5
    GTXJackBauer
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    Re: Request: EVGA Customer Service Advice Tuesday, September 24, 2019 5:23 AM (permalink)
    Glad to hear it all worked out.  Well done EVGA.  

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    aka_STEVE_b
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    Re: Request: EVGA Customer Service Advice Tuesday, September 24, 2019 12:23 AM (permalink)
    Yeah, sounds like that is more than sufficient testing to verify the issues...... I hope they take care of you.

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    bob16314
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    Re: Request: EVGA Customer Service Advice Tuesday, September 24, 2019 1:21 PM (permalink)
    Good deal ..Yeah, it's been known that EVGA will replace faulty stuff with new stuff and not refurbished stuff, but on a case-by-case basis..Good luck with the new one.

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    Cool GTX
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    Re: Request: EVGA Customer Service Advice Tuesday, September 24, 2019 2:20 PM (permalink)
    Nice


     
    Please give an update after the replacement is installed & tested
     
    & Happy Birthday

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    darkfalcon09
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    Re: Request: EVGA Customer Service Advice Tuesday, September 24, 2019 9:48 PM (permalink)
    Egrady, thanks for posting your experience!  I am encountering a very similar issue and thought I was the only one.
     
    Here's a brief synopsis of what I've been dealing with:
     
    My original card that I purchased last black friday started artifacting across several games, so I put in a ticket to get some advice.  I didn't have anything overclocked, went through the recommended driver uninstalls, even swapped it into another rig and encountered the same issues.  So I got an RMA that I had to cough up the return shipping for (which I get, but wasn't a fan of). 
     
    When I got the second card in, without changing anything in my rig, it worked much better... but the LED's were not working correctly. They were not coming on, but when I would tap the card they would flicker for a second then go off.  Now, I know it's petty of me to NEED those lights to work, but when you're paying so much for a graphics card in the first place I expect it to light up if I'm paying for it to light up.  So, I sent in a video of the issue, and got a second RMA.
     
    The third card came in the mail, and when I popped it in my computer, it was just black screens all the way across.  But hey, the LED's worked, hah hah.  I left it to sit for a bit (maybe a driver issue?) and when I came back from dinner the screens were on.  I fired up a benchmark test, and it immediately crashed and blue-screened the computer.  So, I went back through the troubleshooting process above, but the card was so bad I couldn't even get it to be stable enough to reinstall the drivers. To be totally sure it wasn't on my end, even I reinstalled windows. As soon as I booted into windows, I barely got chrome installed before it started to act up.  I popped the second card back in (I didn't send it back yet, just in case), and everything worked.
     
    And you're up to date.  I could elaborate a bit more on the details of the conversations and my full troubleshooting process, but I've already typed a book in the support tickets back and forth with customer service and I'm tired of it.
     
    I'm currently on my third defective RTX 2070 XC, with another RMA in the works.  I've been without a fully-functioning computer for nearly six weeks - the troubleshooting, to RMA, to shipping moves at a snail's pace.  I used to be on my computer nearly every day, and it's been a terrible experience trying to get this process solved.
     
    I've asked for a new card, and been denied multiple times.  I've asked about upgrading, switching models, and if they just generally knew of ANYTHING else that could help me out.  All I get is a "sorry, here's another RMA."
     
    Help?
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