I'm trying to return a faulty PSU from the UK to EVGA EU after having received my advanced replacement.
 
Unfortunately though, since EVGA decided to close their UK RMA centre I have to return the item to Germany.
The address provided by EVGA on their paperwork is:
EVGA RMA Dept.
Am Haag 8
82166 Graefelfing
Germany
 
After all kinds of problems with customs declarations, paperwork, export purposes, tariff codes etc etc its eventually actually made it to Germany...
but according to the courier they cannot deliver to that address, because it doesn't exist
 
I provided them with the EVGA EU phone number (+498918904911) so they could contact EVGA themselves, but of course, its very rare that anyone answers that number, so that didn't help.
 
Could anyone confirm if that office still exists? And is it actually open and staffed?
 
Right now, if this drags on any longer then it will go past the 30 day return window for the Advanced RMA. Does anyone know how flexible that window is, or will they try to force me to treat it as a sale even if its a day or two late?
I would hope for some understanding, since it took them over a month to even dispatch the replacement in the first place.
 
I tried contacting EVGA support but no answer..
 
Thanks for any insight.
 
Cheers
 
Martin

This is exactly where my GPU went - and the package was refused by the addressee. Could it be nobody from EVGA is actually there to take packages?
 
They're insisting I mail the package again but this seems ridiculous.

A 4th delivery attempt was made today, still unsuccesful.
 
01/03/2021 - 11:39 Attempted delivery Delivery Agent - GERMANY
 
I'm not sure anyone is present at the address which was supplied...

I don't know about the OP - but mine? No. I've given up and purchased a RTX 3090 from another manufacturer. I was really disappointed with the customer service and will not touch EVGA again.

Has anyone UK based actually been able to get a faulty part successfully delivered to RMA in Germany and returned fixed ?\
 
I have an RMA on an RTX 2060, it got delivered, refused and delivered back to me ... apparently there was a charge for the import of the GPU into Germany, even though its a warranty send and return.
 
I'd love to understand the process, it may be that I didnt fill in my paperwork correctly ? any pointers would be greatly appreciated as currently I have a very expensive paper weight ..

random_matt

anx10us
Has anyone UK based actually been able to get a faulty part successfully delivered to RMA in Germany and returned fixed ?\
 
I have an RMA on an RTX 2060, it got delivered, refused and delivered back to me ... apparently there was a charge for the import of the GPU into Germany, even though its a warranty send and return.
 
I'd love to understand the process, it may be that I didnt fill in my paperwork correctly ? any pointers would be greatly appreciated as currently I have a very expensive paper weight ..

Was that even following EVGA instructions?

Yes it was, RMA agreed, package sent to Germany as per their delivery instructions, the package arrived with duty to pay, EVGA refused to pay the duty, item was then shipped back to the UK, I then have to pay the duty charges and shipping charge back home.
 
I understand that this issue may not be an EVGA issue, however I cannot see an official process flow.
 
To be honest at this point i'd be happy to pay the duty myself to get a replacement card, but I cannot see a process to do this.
 
There is no foolproof method for EVGA to provide warranty to UK customers, without the UK customer having significant risk, delay and potential costs, I'd be happy to be proved wrong..

random_matt

anx10us

random_matt

anx10us
Has anyone UK based actually been able to get a faulty part successfully delivered to RMA in Germany and returned fixed ?\
 
I have an RMA on an RTX 2060, it got delivered, refused and delivered back to me ... apparently there was a charge for the import of the GPU into Germany, even though its a warranty send and return.
 
I'd love to understand the process, it may be that I didnt fill in my paperwork correctly ? any pointers would be greatly appreciated as currently I have a very expensive paper weight ..

Was that even following EVGA instructions?

Yes it was, RMA agreed, package sent to Germany as per their delivery instructions, the package arrived with duty to pay, EVGA refused to pay the duty, item was then shipped back to the UK, I then have to pay the duty charges and shipping charge back home.
 
I understand that this issue may not be an EVGA issue, however I cannot see an official process flow.
 
To be honest at this point i'd be happy to pay the duty myself to get a replacement card, but I cannot see a process to do this.
 
There is no foolproof method for EVGA to provide warranty to UK customers, without the UK customer having significant risk, delay and potential costs, I'd be happy to be proved wrong..

Actually it is an EVGA issue. I buy from various Amazon euro stores and zero issue, and Newegg charge everything at checkout too. Curious to know what you wrote as value on the forms.

 
I wrote the value as the full RRP as I needed to declare it for the shipping insurance ..
 
You are right this is an EVGA issue, its in their interest to figure this out, I wont buy another product going forward, my guess is major resellers like amazon, scan, overclockers will stop stocking the cards once they realise how annoyed their customers will be ..

anx10us

random_matt

anx10us

random_matt

anx10us
Has anyone UK based actually been able to get a faulty part successfully delivered to RMA in Germany and returned fixed ?\
 
I have an RMA on an RTX 2060, it got delivered, refused and delivered back to me ... apparently there was a charge for the import of the GPU into Germany, even though its a warranty send and return.
 
I'd love to understand the process, it may be that I didnt fill in my paperwork correctly ? any pointers would be greatly appreciated as currently I have a very expensive paper weight ..

Was that even following EVGA instructions?

Yes it was, RMA agreed, package sent to Germany as per their delivery instructions, the package arrived with duty to pay, EVGA refused to pay the duty, item was then shipped back to the UK, I then have to pay the duty charges and shipping charge back home.
 
I understand that this issue may not be an EVGA issue, however I cannot see an official process flow.
 
To be honest at this point i'd be happy to pay the duty myself to get a replacement card, but I cannot see a process to do this.
 
There is no foolproof method for EVGA to provide warranty to UK customers, without the UK customer having significant risk, delay and potential costs, I'd be happy to be proved wrong..

Actually it is an EVGA issue. I buy from various Amazon euro stores and zero issue, and Newegg charge everything at checkout too. Curious to know what you wrote as value on the forms.

 
I wrote the value as the full RRP as I needed to declare it for the shipping insurance ..
 
You are right this is an EVGA issue, its in their interest to figure this out, I wont buy another product going forward, my guess is major resellers like amazon, scan, overclockers will stop stocking the cards once they realise how annoyed their customers will be ..

People get around by declaring zero, highlighting this is a warranty replacement. Declaring full RRP for a broken card does not make sense, probably why customs will see that value and charge accordingly. 
 
Your second bit mentions Scan, unfortunately their warranty for that card is Direct. So it is the customer who has to send to manufacturer. All other brands are return to base, they deal with it.

random_matt

anx10us

random_matt

anx10us

random_matt

anx10us
Has anyone UK based actually been able to get a faulty part successfully delivered to RMA in Germany and returned fixed ?\
 
I have an RMA on an RTX 2060, it got delivered, refused and delivered back to me ... apparently there was a charge for the import of the GPU into Germany, even though its a warranty send and return.
 
I'd love to understand the process, it may be that I didnt fill in my paperwork correctly ? any pointers would be greatly appreciated as currently I have a very expensive paper weight ..

Was that even following EVGA instructions?

Yes it was, RMA agreed, package sent to Germany as per their delivery instructions, the package arrived with duty to pay, EVGA refused to pay the duty, item was then shipped back to the UK, I then have to pay the duty charges and shipping charge back home.
 
I understand that this issue may not be an EVGA issue, however I cannot see an official process flow.
 
To be honest at this point i'd be happy to pay the duty myself to get a replacement card, but I cannot see a process to do this.
 
There is no foolproof method for EVGA to provide warranty to UK customers, without the UK customer having significant risk, delay and potential costs, I'd be happy to be proved wrong..

Actually it is an EVGA issue. I buy from various Amazon euro stores and zero issue, and Newegg charge everything at checkout too. Curious to know what you wrote as value on the forms.

 
I wrote the value as the full RRP as I needed to declare it for the shipping insurance ..
 
You are right this is an EVGA issue, its in their interest to figure this out, I wont buy another product going forward, my guess is major resellers like amazon, scan, overclockers will stop stocking the cards once they realise how annoyed their customers will be ..

People get around by declaring zero, highlighting this is a warranty replacement. Declaring full RRP for a broken card does not make sense, probably why customs will see that value and charge accordingly. 
 
Your second bit mentions Scan, unfortunately their warranty for that card is Direct. So it is the customer who has to send to manufacturer. All other brands are return to base, they deal with it.

If you declare zero then you have no insurance .. so yes a broken card is near worthless, but if its goes missing I need insurance to the full value to replace it ..
 
Yes I understand that Scan warranty would be direct, however this still becomes a customer satisfaction issue for them, the resellers will start to not stock cards that cant be RMA'd in the UK simple as that ..