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Hot!How long does it take for EVGA to reply tickets?

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drangueos
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2020/12/17 09:02:55 (permalink)
I've send a support ticket 6 days ago and still didn't get a reply.
How long does it take for them to reply?
#1

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    anx10us
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    Re: How long does it take for EVGA to reply tickets? 2020/12/17 12:15:01 (permalink)
    In my case its been 7 days and counting without a response ..
    #2
    kougar
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    Re: How long does it take for EVGA to reply tickets? 2020/12/17 21:30:37 (permalink)
    Normally not anything that long, but from what I'm hearing they are understaffed and buried alive in regular requests and support tickets. A week seems to be the minimum right now


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    #3
    ctiger2
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    Re: How long does it take for EVGA to reply tickets? 2020/12/19 13:07:57 (permalink)
    It took over 14 days for me. Urgh!
    #4
    arestavo
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    Re: How long does it take for EVGA to reply tickets? 2020/12/20 08:38:03 (permalink)
    If you are able to call them during normal business hours, the longest that I've waited is 30 minutes using their call back feature (and that was a couple weeks ago): https://www.evga.com/about/contactus/ 

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    #5
    kraade
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    Re: How long does it take for EVGA to reply tickets? 2020/12/20 11:48:12 (permalink)
    Probably will be longer over the Holidays
     


    #6
    kougar
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    Re: How long does it take for EVGA to reply tickets? 2020/12/20 21:45:27 (permalink)
    arestavo
    If you are able to call them during normal business hours, the longest that I've waited is 30 minutes using their call back feature (and that was a couple weeks ago): https://www.evga.com/about/contactus/ 




    Glad to hear EVGA has that feature! Already get ticked off when I have to wait forever on hold because a company is too cheap to join the modern century yet. 


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    #7
    drangueos
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    Re: How long does it take for EVGA to reply tickets? 2020/12/21 01:23:41 (permalink)
    I've called their UK number twice before and no one answered.
    #8
    drangueos
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    Re: How long does it take for EVGA to reply tickets? 2020/12/21 04:25:30 (permalink)
    So took 10 days to get a reply, now lets see how long for them to reply the reply 
     
    #9
    anx10us
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    Re: How long does it take for EVGA to reply tickets? 2021/01/08 01:23:09 (permalink)
    I'm still waiting, what an absolute farce, I've raised a number of calls, the only interaction ive had was after 2 weeks when I was told I had the wrong name on my profile and that I needed to change the uploaded invoice, silence since ..
     
    I will never buy another EVGA product again .. Even when I get an RMA I'm worried how long it may take to get it repaired or replaced ..
     
    arrgghghhh
    #10
    anx10us
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    Re: How long does it take for EVGA to reply tickets? 2021/01/08 01:24:21 (permalink)
    Anyone got a clue what the UK number to get a response on is ?
    #11
    HeavyHemi
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    Re: How long does it take for EVGA to reply tickets? 2021/01/08 01:46:17 (permalink)
    anx10us
    Anyone got a clue what the UK number to get a response on is ?


    • United Kingdom: +44 (0) 1788-247-506
    • Service Hours
    • Monday - Friday: 09:00 - 18:00 CET
    • Extended Phone Service:
    • Monday – Friday: 18:00 – 00:00 CET
    • Saturday: 12:00 – 17:00 CET
    • Sunday: 12:00 – 17:00 CET
    California is getting slammed with Covid which is EVGA's Corp location. The EU is not doing much better.
    post edited by HeavyHemi - 2021/01/08 01:49:33

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    #12
    anx10us
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    Re: How long does it take for EVGA to reply tickets? 2021/01/08 01:47:00 (permalink)
    Awesome thanks, will call them and let the thread know how I get on ..
    #13
    HeavyHemi
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    Re: How long does it take for EVGA to reply tickets? 2021/01/08 01:50:55 (permalink)
    anx10us
    Awesome thanks, will call them and let the thread know how I get on ..


    For future reference, contact info etc is here
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    #14
    Hoggle
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    Re: How long does it take for EVGA to reply tickets? 2021/01/08 04:40:07 (permalink)
    Normally I haven't seen the wait be that long but the holidays and a product launch are going to of course slow things down. It's after the holidays of course now but at a lot of places people take time off afterwards since it can be stressful.

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    #15
    anx10us
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    Re: How long does it take for EVGA to reply tickets? 2021/02/02 01:08:48 (permalink)
    EVGA are an absolute nightmare, currently each question from support takes 5+ days to get a response, I finally got an RMA, but frankly this is going to cost a fortune ..
     
    Its worth noting that anyone in the UK may well get stuck with custom charges as we are no longer part of the EU (thanks Brexit) ...
     
    They cant confirm whether there will be additional cost, I will confirm as soon as I know ..
     
    What a farce ..
    #16
    ty_ger07
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    Re: How long does it take for EVGA to reply tickets? 2021/02/02 05:59:26 (permalink)
    EVGA's EU support is bad. I have not read a single good report regarding EVGA's EU support. I sympathize.

    That being said, since EVGA's EU support is so terrible, I have no idea why EU residents buy EVGA video cards. There are other video card manufacturer options, and product support is no longer a positive when considering EVGA.
    #17
    drangueos
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    Re: How long does it take for EVGA to reply tickets? 2021/02/03 02:11:35 (permalink)
    anx10us
    Awesome thanks, will call them and let the thread know how I get on ..

    Did you manage to call them?
     
     
    I'm still trying to get my problem sorted since 11th December 2020.
     
    BUT when they reply your message, which take 10 days for a reply, looks like they only read the first line or your message as they only reply part of it.
     
    It is really complicated as some of the messages require them to answer so we can go to the next step and that takes ages.
     
     
     
    #18
    anx10us
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    Re: How long does it take for EVGA to reply tickets? 2021/02/15 00:11:34 (permalink)
    I wish this was a joke, what are EVGA doing ? I'm at the point that I will have to try and figure out how to sue them in a small claims court in the UK. I haven't got the energy to write this whole thing up, but, I contacted someone via the phone, they finally 10 days later agreed to an RMA.
     
    I'm in the UK so Brexit is complicating things, I have posted the card out to EVGA in Germany on the 26th of January, I have just seen that they have refused delivery on the 09/02/21 and its now being sent back to me ..
     
    I almost certain that I will be liable for the return postage and custom charges ..
     
    I could excuse this if my experience was a one off, but this doesn't look like an isolated event, EVGA customer support has collapsed, their response times are appaling, and its now been 2 months since I originally reported the issue, the card is under warranty and it should be relatively simple to get my card replaced or repaired ..
     
     
    #19
    anx10us
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    Re: How long does it take for EVGA to reply tickets? 2021/02/15 04:28:24 (permalink)
    Well just got off the line with support, looks like the courier who delivered the parcel wanted a 90 euro customs charge, even though its a warranty repair, EVGA refused to pay so now the package comes back to me ...
     
    So far its taken 2 months, cost £45 to send out to EVGA, there is now a charge of 90 Euros and I no doubt will be charged for the return of the package ..
     
    I suspect I may well be down £150 by the time this GPU gets back to me .. The irony is EVGA cannot tell me how to send the card to them to avoid charges ..
     
    At this point in time, I would love to hear from anyone in the UK who has recently sent their GPU for an RMA to Germany ?
    #20
    usbarlow@hotmail.com
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    Re: How long does it take for EVGA to reply tickets? 2021/02/15 13:21:44 (permalink)
    For 45 you can fly there and back on Ryan Air right?
    That sounds terrible!!!  
    Are you needing to declare what is inside?
    #21
    anx10us
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    Re: How long does it take for EVGA to reply tickets? 2021/02/15 15:09:26 (permalink)
    I did exactly what was on the website, for customs and insurance you have to declare the value, I also marked the box and paperwork with "warranty return" ..
     
    Speaking to support they have no idea or procedure that they could advise that would get the GPU to them without incurring charges ..
     
    All they could suggest was try a different carrier, I sent with parcelforce, they suggest I try DHL .. I simply cant take the chance as I may end up in the same situation ..
     
    The final kick in the face is support suggested I go to Amazon and try and get a replacement or refund, will we all know I wont get a replacement and a refund wouldn't even get close to buying a card on ebay ...
     
    This whole thing is a disaster, from the terrible support, to them not being able to provide warranty support without significant cost to the customer ..
     
    I can only hope someone from the UK chimes in with how they filled in the paperwork and which carrier they used ?
    #22
    freakdaddy64
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    Re: How long does it take for EVGA to reply tickets? 2021/02/15 17:04:53 (permalink)
    maybe its just luck 3 months ago i rma a bstock 2080 ti and the whole process was 10 days and they did overnight so i would have for thanksgiving weekend and no problem getting them on phone and im in us and heard things take longer if your in uk but im happy with evga rma service and customer service.

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    #23
    anx10us
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    Re: How long does it take for EVGA to reply tickets? 2021/02/16 00:47:04 (permalink)
    freakdaddy64
    maybe its just luck 3 months ago i rma a bstock 2080 ti and the whole process was 10 days and they did overnight so i would have for thanksgiving weekend and no problem getting them on phone and im in us and heard things take longer if your in uk but im happy with evga rma service and customer service.


    Good to hear you have had good service, previously I had a failed GTX1060 replaced about 6 months ago, service was prompt and speedy. Unfortunately something has changed as support appears to be understaffed, calls go unanswered, support tickets are rarely answered within a few days. Since you are in the US, everything is local to you, unfortunately the UK chose to leave the EU (Brexit) and that now means that no one is quite sure how to send items between countries without having to incur charges and delays, 6 months ago sending items in Europe was quick and frictionless, now its the opposite ..
    #24
    EVGATech_DavidR
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    Re: How long does it take for EVGA to reply tickets? 2021/02/16 14:58:34 (permalink)
    Hello,
     
    I am sorry to hear about the issues you're facing. I am with the US Customer Service team and I will be forwarding the issue directly to the management team for our EU operations, so they can follow up with you directly.
    #25
    anx10us
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    Re: How long does it take for EVGA to reply tickets? 2021/02/16 15:02:15 (permalink)
    EVGATech_DavidR
    Hello,
     
    I am sorry to hear about the issues you're facing. I am with the US Customer Service team and I will be forwarding the issue directly to the management team for our EU operations, so they can follow up with you directly.




    Not sure if that was meant for me ? I would appreciate some assistance as this experience has been beyond awful, happy to talk on the phone or via email, I just need to speak to someone who is empowered  to help..
     
    Thanks
    #26
    anx10us
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    Re: How long does it take for EVGA to reply tickets? 2021/02/20 01:09:32 (permalink)
    !0 days since my package was refused by EVGA in Germany and I am still waiting for for its return, original issue was on December the 10th, 70 days and counting ..
     
    3 days since a response from US Customer Service saying they will get EU management to contact me, still no contact ..
     
    #27
    drangueos
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    Re: How long does it take for EVGA to reply tickets? 2021/02/23 07:58:22 (permalink)
    EVGATech_DavidR
    Hello,
     
    I am sorry to hear about the issues you're facing. I am with the US Customer Service team and I will be forwarding the issue directly to the management team for our EU operations, so they can follow up with you directly.




    Yeah, I'm still waiting for a solution
    Getting mismatch information from support.
     
    Looks like the US customer service is great, but if you live elsewhere you are doomed.
    #28
    anx10us
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    Re: How long does it take for EVGA to reply tickets? 2021/02/23 08:30:33 (permalink)
    drangueos
    EVGATech_DavidR
    Hello,
     
    I am sorry to hear about the issues you're facing. I am with the US Customer Service team and I will be forwarding the issue directly to the management team for our EU operations, so they can follow up with you directly.




    Yeah, I'm still waiting for a solution
    Getting mismatch information from support.
     
    Looks like the US customer service is great, but if you live elsewhere you are doomed.


    Have you tried calling them ? I did speak to a human, that got me an RMA, that is where my problems started with Brexit and Customs though, I shocked the Customer Service is this bad ...
    #29
    anx10us
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    Re: How long does it take for EVGA to reply tickets? 2021/03/01 14:34:42 (permalink)
    Latest update on this absolute nightmare, my unrepaired GPU is now back with me, I have been charged an additional 80 euros because EVGA refused to take the package in Germany and it got sent back at my expense, even though I followed their procedures.
     
    As a reminder this has been going on since Dec 10th 2020, the GPU has been to Germany and back and I am now out of pocket by at least 130 Euros ...
     
    Currently there is no way to get a zero cost RMA completed if you live in the UK (serves us right for Brexit I suppose)
    #30
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