adcustom
New Member
- Total Posts : 63
- Reward points : 0
- Joined: 2016/03/25 12:00:12
- Status: offline
- Ribbons : 0
I recently purchased a EVGA Z370 Classified K from evga's online store. For whatever reason, the audio on the board didn't work. Tried every troubleshooting step, a complete reinstall of Windows 10, different drivers, etc...no dice. Anyway, I ended up working with two of their CS agents over the phone, and the second was helpful enough to recognize that the board was defective and needed an RMA. So I sent it in for replacement. Last night, I get an email from their RMA team saying my RMA was denied and they'll be shipping back the defective board due to "bent pins on the CPU socket." https://imgur.com/a/dmAvu What possibly could have caused this? I put the CPU cover on exactly as instructed, packaging the motherboard carefully in its retail box, and thoroughly protected the retail box inside the shipping box. I was *extremely careful* when removing my CPU before putting the cover back and packaging it. When I packaged the motherboard for return shipping back to EVGA, the pins were NOT bent. Doesn't EVGA's return UPS labels have insurance on them? I feel like the only explanation is that the package was mishandled in its return shipping. Any ideas on what I can do here? I don't wanna be "that guy," but I've purchased *many* tens of thousands of dollars of EVGA products over the past 3 years (graphics cards, PSUs, motherboards, accessories, etc) and feel like they're totally screwing me over here for a $280 board that was defective to begin with and then likely damaged in return shipping. Would much appreciate any advice! Thanks, all.
|
MSim
Omnipotent Enthusiast
- Total Posts : 14685
- Reward points : 0
- Joined: 2005/05/22 23:13:30
- Location: Earth
- Status: offline
- Ribbons : 38
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/10 06:01:37
(permalink)
Did you purchase the product using a credit card that has buyer protection on it? When you shipped the product in for warranty service, did you op for insurance coverage on it? Intel needs to come up with a better socket design that protects the pins.
|
adcustom
New Member
- Total Posts : 63
- Reward points : 0
- Joined: 2016/03/25 12:00:12
- Status: offline
- Ribbons : 0
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/10 06:04:05
(permalink)
My Amex card has buyer protection, yeah. But I'd prefer to not do a chargeback if I can avoid it. I used the label provided by the EVGA customer service team. They mentioned nothing about opting for insurance. But I've never heard of a large company using prepaid UPS labels and not having insurance on them.
|
the_Scarlet_one
formerly Scarlet-tech
- Total Posts : 24581
- Reward points : 0
- Joined: 2013/11/13 02:48:57
- Location: East Coast
- Status: offline
- Ribbons : 79
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/10 06:12:37
(permalink)
Did you happen to get any pictures of your motherboard and socket before sending the board back?
|
adcustom
New Member
- Total Posts : 63
- Reward points : 0
- Joined: 2016/03/25 12:00:12
- Status: offline
- Ribbons : 0
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/10 06:15:24
(permalink)
No. If I was dealing with a potentially shady seller on eBay or something, sure...I'd think to take a photo before sending back a return. But this is EVGA. A company that I love and have respected for years. A company with legendary customer support. I never would've thought I'd need to take a photo of the CPU pins before sending it back.
|
the_Scarlet_one
formerly Scarlet-tech
- Total Posts : 24581
- Reward points : 0
- Joined: 2013/11/13 02:48:57
- Location: East Coast
- Status: offline
- Ribbons : 79
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/10 06:17:37
(permalink)
This is becoming a common thing that EVGA is no longer in the business of helping the customers. Look through the Warranty Questions forum, and you will see what I am taking about. EVGA has changed as of about 3 months ago, and customers now need to take every minor step to guard themselves. I used to have a hell of a lot of respect for EVGA because they had the best of everything to offer, but seem to have been taken advantage of too many times and they are now far less lenient than before. If you have no undeniable proof that the pins were not bent before you sent it back, I feel that you are going to get the short end of the stick.
post edited by the_Scarlet_one - 2018/03/10 06:20:24
|
adcustom
New Member
- Total Posts : 63
- Reward points : 0
- Joined: 2016/03/25 12:00:12
- Status: offline
- Ribbons : 0
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/10 10:36:03
(permalink)
I emailed back and asked to discuss with the CS Manager. Hopefully that will get me somewhere...
|
rlb9682
FTW Member
- Total Posts : 1049
- Reward points : 0
- Joined: 2009/02/26 08:23:20
- Status: offline
- Ribbons : 11
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/10 11:10:59
(permalink)
It's easy to bend those pins, or should I say it's easier than people think. It can happen while inserting the cpu, dropping the cpu into place, tightening the cpu cooler, or even when removing the cpu if you're not careful. I had that happen once and the cpu cooler was notched down too tight on one corner. Bottom line was I paid $75 for that to be replaced and it fixed all the problems. Did you check and see how much it would cost to fix that?
Affiliate Code: PD1HHD50JK
|
adcustom
New Member
- Total Posts : 63
- Reward points : 0
- Joined: 2016/03/25 12:00:12
- Status: offline
- Ribbons : 0
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/10 11:17:33
(permalink)
I get that. But trust me when I say, they weren't bent when I packaged the motherboard up to ship back. I've probably built 50 computers over the course of the past 15 years and have never had an issue with bent pins. I'm not saying it couldn't happen, but in this case, I did not bend the pins before shipping back to EVGA.
|
rlb9682
FTW Member
- Total Posts : 1049
- Reward points : 0
- Joined: 2009/02/26 08:23:20
- Status: offline
- Ribbons : 11
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/10 11:22:10
(permalink)
I hear you. Sadly, about the only real protection you have in that case is taking pics beforehand or as you mentioned, having buyer protection on your credit cards. Good luck. I hope this gets worked out to your satisfaction soon.
Affiliate Code: PD1HHD50JK
|
adcustom
New Member
- Total Posts : 63
- Reward points : 0
- Joined: 2016/03/25 12:00:12
- Status: offline
- Ribbons : 0
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/10 11:23:27
(permalink)
Appreciate that, thank you. :-)
|
Breakthecycle2
New Member
- Total Posts : 54
- Reward points : 0
- Joined: 2018/01/16 18:49:02
- Location: New Jersey
- Status: offline
- Ribbons : 0
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/10 12:02:48
(permalink)
EVGA is RIDICULOUS and unless my case gets settled, Im going to let everyone know how they treat customers.
|
MSim
Omnipotent Enthusiast
- Total Posts : 14685
- Reward points : 0
- Joined: 2005/05/22 23:13:30
- Location: Earth
- Status: offline
- Ribbons : 38
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/10 19:14:26
(permalink)
adcustom My Amex card has buyer protection, yeah. But I'd prefer to not do a chargeback if I can avoid it. I used the label provided by the EVGA customer service team. They mentioned nothing about opting for insurance. But I've never heard of a large company using prepaid UPS labels and not having insurance on them.
If you have the right protection on a credit card, it wouldn't be a chargeback, the insurance plan would help you get the product fixed or replaced. If all else fails and you can still do a chargeback, i would consider doing it. rlb9682 I hear you. Sadly, about the only real protection you have in that case is taking pics beforehand or as you mentioned, having buyer protection on your credit cards. Good luck. I hope this gets worked out to your satisfaction soon.
Lets say a customer does have pictures of the product before it was shipped in for warranty service. What's stopping a company from continuing to claim "it was received that way" or dispute that it's the same product in the images that was sent in. It's a sad day if we need to take pictures or make a home video of us packaging the product up and dropping it off at he nearest UPS store, as evidence we didn't cause the damage.
|
adcustom
New Member
- Total Posts : 63
- Reward points : 0
- Joined: 2016/03/25 12:00:12
- Status: offline
- Ribbons : 0
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/19 04:38:34
(permalink)
I recently posted about EVGA denying my motherboard RMA because of bent pins. It really sucked to get that email because I know that there was no damage at all when I carefully removed my 8700K and packaged the motherboard back in its original retail box to send back to EVGA. Was it damaged in transport by UPS? Was it mistakenly dropped by the RMA team? Was I actually the one who unwittingly damaged it? Who knows. Whatever the case, I'm extremely disappointed in how EVGA handled this RMA. They totally ignored me and sent no response to either of my email messages (over the course of 9 days) asking for more info. Appalling. They saved a few dollars now by not taking care of me as a customer, but this will no doubt have an impact on how much business I give them in the future (I build 5-10 top end PCs a year for myself and clients). Maybe they don't care because GPUs sell themselves these days and profits are massive? Maybe. But pretty soon, the market will settle again, and when I can choose between a company that cares about its customers and one that doesn't...it's an easy choice. post merge edit title Cool GTX
post edited by Cool GTX - 2018/03/20 10:44:45
|
rjohnson11
EVGA Forum Moderator
- Total Posts : 102038
- Reward points : 0
- Joined: 2004/10/05 12:44:35
- Location: Netherlands
- Status: offline
- Ribbons : 84
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/19 04:42:00
(permalink)
When the motherboard is new in the box it has a CPU plastic cover on top of the socket. Did you put that back on prior to shipment? post merge edit title Cool GTX
post edited by Cool GTX - 2018/03/20 10:45:16
|
adcustom
New Member
- Total Posts : 63
- Reward points : 0
- Joined: 2016/03/25 12:00:12
- Status: offline
- Ribbons : 0
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/19 04:49:46
(permalink)
Yes, of course. edit title Cool GTX
post edited by Cool GTX - 2018/03/20 10:46:07
|
_JeffP
EVGA Alumni
- Total Posts : 652
- Reward points : 0
- Joined: 2017/02/20 09:03:47
- Status: offline
- Ribbons : 1
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/19 05:00:32
(permalink)
Hello, I apologize for the lack of response, I'm not sure why your previous messages were not responded to, I have already forwarded your most recent message to management for review before I saw this post. post merge edit title Cool GTX
post edited by Cool GTX - 2018/03/20 10:44:08
|
adcustom
New Member
- Total Posts : 63
- Reward points : 0
- Joined: 2016/03/25 12:00:12
- Status: offline
- Ribbons : 0
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/19 05:04:30
(permalink)
Thanks, Jeff. edit title Cool GTX
post edited by Cool GTX - 2018/03/20 10:40:18
|
Breakthecycle2
New Member
- Total Posts : 54
- Reward points : 0
- Joined: 2018/01/16 18:49:02
- Location: New Jersey
- Status: offline
- Ribbons : 0
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/19 18:35:16
(permalink)
Join the club. Going on 4 days without a response. Going in 3 weeks since this nightmare of an RMA started. edit title Cool GTX
post edited by Cool GTX - 2018/03/20 10:38:42
|
Cool GTX
EVGA Forum Moderator
- Total Posts : 30908
- Reward points : 0
- Joined: 2010/12/12 14:22:25
- Location: Folding for the Greater Good
- Status: offline
- Ribbons : 122
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/20 10:35:38
(permalink)
This should not be a separate thread ----> Re: Being blamed for CPU pin damage? Fine. But being ignored for 9 days? Inexcusable. Though you linked your original thread from 2 weeks ago, it should have been posted in that thread. I am merging the threads.
temp lock to merge and edit as needed
|
Cool GTX
EVGA Forum Moderator
- Total Posts : 30908
- Reward points : 0
- Joined: 2010/12/12 14:22:25
- Location: Folding for the Greater Good
- Status: offline
- Ribbons : 122
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/20 10:36:59
(permalink)
temp lock to merge both threads by OP on this same RMA Merge complete unlocking
post edited by Cool GTX - 2018/03/20 10:48:20
|
adcustom
New Member
- Total Posts : 63
- Reward points : 0
- Joined: 2016/03/25 12:00:12
- Status: offline
- Ribbons : 0
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/03/22 06:13:34
(permalink)
Still no word back. 12 days. Mods, just delete this thread. I'm moving on. Extremely disappointed in EVGA.
|
jdbrody
New Member
- Total Posts : 2
- Reward points : 0
- Joined: 2018/06/27 13:37:43
- Status: offline
- Ribbons : 0
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/07/27 07:37:12
(permalink)
I just had a somewhat similar experience. The board was flaky the second I got it; I followed all of their directions and wasted close to 40 hours determining the motherboard was bad. The said the pins were bent when I shipped it back to them; either the board was flaky because the pins were bent originally or it got damaged in shipping -- I was extremely careful and followed every instruction in the manual and their shipping directions. The worst part of it is they charged $350 "collateral" for a cross-shipment when the original board cost only $160. I'm pretty disgusted.
|
rjohnson11
EVGA Forum Moderator
- Total Posts : 102038
- Reward points : 0
- Joined: 2004/10/05 12:44:35
- Location: Netherlands
- Status: offline
- Ribbons : 84
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/07/27 09:41:33
(permalink)
jdbrody I just had a somewhat similar experience. The board was flaky the second I got it; I followed all of their directions and wasted close to 40 hours determining the motherboard was bad. The said the pins were bent when I shipped it back to them; either the board was flaky because the pins were bent originally or it got damaged in shipping -- I was extremely careful and followed every instruction in the manual and their shipping directions. The worst part of it is they charged $350 "collateral" for a cross-shipment when the original board cost only $160. I'm pretty disgusted.
Forwarded to EVGA
|
transdogmifier
CLASSIFIED ULTRA Member
- Total Posts : 6114
- Reward points : 0
- Joined: 2003/09/05 14:26:21
- Location: Orlando, Fl
- Status: offline
- Ribbons : 17
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/07/27 10:00:41
(permalink)
The whole "bent pins" thing is semi-ridiculous to me. Those pins are flimsy as hell even when you're careful...eVGA should do what Asrock does...charge 15 or 20 bucks if bent pins and get on with the RMA... Not to mention that there really is no way of knowing when they were bent...They could come from the factory bent (they did on one MB I bought...had to pay for the pins I didn't bend) and you couldn't really prove it...taking pics doesn't prove it..maybe an unboxing video would..but pics? Nah. I don't know, I think eVGA places too much 'value' on bent pins..denying an RMA sucks...talk to the customer...charge them some small amount Don't deny the RMA
post edited by transdogmifier - 2018/07/27 10:57:26
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
|
MSim
Omnipotent Enthusiast
- Total Posts : 14685
- Reward points : 0
- Joined: 2005/05/22 23:13:30
- Location: Earth
- Status: offline
- Ribbons : 38
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/07/28 03:10:51
(permalink)
transdogmifier The whole "bent pins" thing is semi-ridiculous to me. Those pins are flimsy as hell even when you're careful...eVGA should do what Asrock does...charge 15 or 20 bucks if bent pins and get on with the RMA... Not to mention that there really is no way of knowing when they were bent...They could come from the factory bent (they did on one MB I bought...had to pay for the pins I didn't bend) and you couldn't really prove it...taking pics doesn't prove it..maybe an unboxing video would..but pics? Nah. I don't know, I think eVGA places too much 'value' on bent pins..denying an RMA sucks...talk to the customer...charge them some small amount Don't deny the RMA
EVGA at one point did offer a repair service on motherboard CPU socket, but they did away with that service and they quit carrying extra GPU fan shrouds that customers could purchase to avoid having no warranty due to blemishes or cracked/broken fan shroud.
|
jdbrody
New Member
- Total Posts : 2
- Reward points : 0
- Joined: 2018/06/27 13:37:43
- Status: offline
- Ribbons : 0
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/07/28 03:58:31
(permalink)
It seems absurd to me too. I feel like I did nothing wrong here and they're just abusing me. They wouldn't even accept my invoice at first because they had an error in their system about where it was shipped to (which they wouldn't admit to until after it was releveant). But then to pay $350 to replace a board I got for $160 really seems outrageous. They've created a system where they now have an incentive to deny an RMA because instead of just not losing money they're making a profit. I own 3 high-end EVGA GPUs and bought a 1000W power supply recently; I thought really highly of the company until this experience. I just had to order an X299 motherboard for work -- after this experience EVGA just wasn't an option. Too bad.
|
Tech_RayH
SSC Member
- Total Posts : 834
- Reward points : 0
- Joined: 2016/05/13 10:03:33
- Status: offline
- Ribbons : 7
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/07/29 16:11:01
(permalink)
Sorry for the ongoing process and previous denial. We will work with you and management directly to get a resolution on this case.
...an untrammeled flow of words in an open forum. - Adlai E. Stevenson
|
MSim
Omnipotent Enthusiast
- Total Posts : 14685
- Reward points : 0
- Joined: 2005/05/22 23:13:30
- Location: Earth
- Status: offline
- Ribbons : 38
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/07/29 17:27:45
(permalink)
jdbrody It seems absurd to me too. I feel like I did nothing wrong here and they're just abusing me. They wouldn't even accept my invoice at first because they had an error in their system about where it was shipped to (which they wouldn't admit to until after it was releveant). But then to pay $350 to replace a board I got for $160 really seems outrageous. They've created a system where they now have an incentive to deny an RMA because instead of just not losing money they're making a profit. I own 3 high-end EVGA GPUs and bought a 1000W power supply recently; I thought really highly of the company until this experience. I just had to order an X299 motherboard for work -- after this experience EVGA just wasn't an option. Too bad.
If you have the time give evga feedback on what made you switch to another brand. If they receive enough feedback due to no repair service, maybe they will bring that service back.
|
llustig
New Member
- Total Posts : 2
- Reward points : 0
- Joined: 2009/02/26 07:19:35
- Status: offline
- Ribbons : 0
Re: Motherboard RMA Denied Because Of Bent Pins?
2018/08/17 12:54:02
(permalink)
hi, i am going through something similar. my motherboard, z170 classified 4 way, that was a replacement for an x58 i had that died on me. that rma process was seamless, no issues at all. this was two years ago or so. fast forward to now, i was having bios post issues with the z170 2 years down the road (now). i took memory out to see if it would even beep or have a different bios post code, nothing. one day, about 3 weeks ago, is when this all happened and i spoke to evga customer service over the phone and that's when they decided to ship me another z170 classified 4 way via cross shipment. i paid $399 for the cross shipment. i replaced the cpu socket cover with the one they sent, since that was the only one available. they said they were denying the rma due to bent pins in cpu socket and also mentioned that i had sent in the motherboard with a cpu socket cover that wasn't their own -- which is mind blowing to me since i do not have a cpu socket cover just ready to be used on hand and had used the one they sent me. this is really alarming to me as i've never had issues with evga and have been using their products for almost a decade now. i pretty much use evga for gpus and motherboards and this really saddens me due to the fact that a company i love is denying my rma process. i know i sent in the cpu cover they sent me and packaged it up exactly the way the replacement was sent. i have an ongoing case with them but it has been denied twice so far and it's getting pretty ridiculous. i even told one of the cs reps at evga that i am afraid of sending in the replacement one they sent because i may get denied a return and that if we get to that point, i would return it personally in person so that there is no mix-up there. obviously i'd just want the rma process to go through so i can save time and money on this whole process since i may be looking at buying a new motherboard from a different vendor and have to cut ties with evga going forward.
post edited by llustig - 2018/08/17 12:56:22
|