I apologize for this lengthy post but I wanted to share my experience with EVGA customer service. My last two emails, one to Chris B and one to JDarwin (Evga Marketing director) have not been answered.
Do you guys think that its just and fair for me to wait 8 business days for a resolution. I have not ever been in this situation ever and just would like to know what you guys think about this. Sorry once again for such a huge post.

Respected Sir,

Firstly, I appreciate you taking the time to read through the following emails to understand my scenario.
I have been dealing with Chris Bencivenga and was told that I have to wait "8 business days" for a resolution.

Following is a brief breakdown:
* RMA# 582112000085 setup for Cross Shipping on 7-5-2012
* Product Shipped on 7-5-2012 (Next Business day for delivery on 7-6-2012)
* UPS left a 1000 product on a "porch" and claimed it delivered.
* My father was home all day just to receive the package as I did not want UPS to take it back and not be able to build my computer over the weekend.
* I did not see a trace of the package either at my Management office or 3 neighbors I share the porch with (All honest people, I have stayed there for the past 3 years and have known them long enough)
* Called Chris B. right away and notified him of the situation. (Both via email and over the phone on friday)
* I was told that I have to wait "8 Business days" for a resolution as it takes 8 business days for UPS to conduct their investigation.
I have had great experience with EVGA in the past as I have been a loyal EVGA customer since 2006. Even with Chris B., I have had great results going through the RMA process. In the past I have bought multiple GTX 590's, GTS's and now 2x GTX 690.

I have been repeatedly told by Chris that I have to wait 8 days.

I feel like this is utterly unfair for a customer who paid in full for a product to be going through. I did not ship the package. I did not receive the package. Yet I am being told to wait until the package is located. This is not my fault.
I am sure EVGA would not have let me hold on to a 1000 product and have me make a payment to them 8 days later.

Attached is my communication emails to Chris and I have not received a response from him for my last email.

Can you please help?


Subject: Re: RMA# 582112000085
From:
Date: Mon, 9 Jul 2012 18:45:06 -0600
To:

Chris,

I do not have 2 cards. There is only one card installed in my system. The second card that you are referring to was shipped back to EVGA this afternoon at 2:25 pm mst "fully insured" and "Direct Signature" required (something EVGA should have done with my shipment).

I had no intentions what so ever to use the second "used card" that was sent to me by your RMA department even after multiple assurances from you that it would be "new". You can disagree with me but do inspect that card yourself and tell me if a 1000+ product should arrive in that condition.

This has to be by far the worst shopping experience I had in my life. I have to wait 8 days...Is it my fault that UPS lost the package or a company like EVGA has charged me for a product that I had fully paid for but did not receive? I did not pay for a product to be traced over a period of 8 days. EVGA, UPS or the police can continue doing their investigation as long as they want but why is the customer being punished?

Chris, in all honesty, how is this fair to me??

Also, I am attaching you the fedex receipt as proof of the shipment date. It will arrive at evga by wednesday (within your 14 day period). Please make sure that I do not get charged for a third card.

Also, do not send me a replacemnet card once this is done and over with. I would like a full refund on my second card and I hope that you will waive the restocking fees becuase I have spent over 75 dollars on shipping cards back to EVGA and over 30 days for a card (second card) that I had paid for but never once used due to RMAing.



On Jul 9, 2012, at 5:49 PM, Chris Bencivenga wrote:

Dear Mr. Singh,
 
I am very sorry that you are having a problem with your UPS shipment. I can confirm that we have submitted a tracer and that we will be awaiting feedback from the UPS investigation to continue forward. Please allow 8 business days for them to complete the investigation and in the meantime I can recommend making use of the two cards that you do have in your possession so that you are not down or inconvenienced. I do apologize for any inconvenience that this may cause and please let me know if you should have any additional questions or concerns.
 
 
Thank You,
 
 
 
EVGA Corporation
Chris Bencivenga
Customer Service Manager
www.evga.com
2900 Saturn St., Suite B
Brea, CA 92821
Social Networks: facebook | twitter | youtube | tech blog
From: Jyoti Dhami
Sent: Monday, July 09, 2012 6:20 AM
To: Chris Bencivenga
Subject: Re: RMA# 582112000085
 
Chris,
 
Spoke to Joanna at 7:05 am M.S.T. on 7-9-12 at the UPS claim center. They had left a message on Friday regarding the package on friday but when I called them, they were closed. As per our conversation this morning, she had said that she is going to expedite this case and send a message to local ups center to close the case as the package has not been located. She also said that she is sending an email to the shipper (EVGA) to send me a new package because I should not have to wait during this process. Her name is Joanna and her telephone # is 1 (866) xxx-xxxx.

Prabhjot Singh

Sent from my iPhone

On Jul 6, 2012, at 6:26 PM, Chris Bencivenga wrote:

Dear Mr. Singh,
 
I called UPS and we started the investigation with them. We also asked to speak with the driver and were told he will draw a picture of where he left it for us, but that he was not available to speak with. I do apologize for any inconvenience and I will continue to work on this on Monday and follow-up with you.
 
 
Thank you,
 
 
 
EVGA Corporation
Chris Bencivenga
Customer Service Manager
Social Networks: facebook | twitter | youtube | tech blog
From: Jyoti Dhami
Sent: Friday, July 06, 2012 5:24 PM
To: Chris Bencivenga
Subject: Re: RMA# 582112000085
 
Chris, 
 
I went to my management office downstairs again and spoke to Paul (manager  xxx-xxx-xxxx)and confirmed that the UPS delivery guy stopped by there to drop off a package (only 1) belonging to apt 407. Even he said that ups never leaves packages on porch's since he worked there. That package was still there and I confirmed that it did not belong to me. Beats me why UPS would take a package to my office and leave one outside on someones porch. Maybe he never delivered my package and its still in the truck. Called UPS but they have not returned my call yet. Just seems like a really odd behaviour. Just a heads up. 

Sent from my iPhone

Thanks CAxVIPER for that info. I will contact them tomm. I tried shortening the email as much as I can. Once again thank you for taking the time to atleast glance at it.

I agree with much of what Bernie is saying. This may be "by far the worst shopping experience I had in my life." but really shouldn't be blamed on EVGA but rather UPS. EVGA has no control over the delivery process of another company.  As for the 8 days, EVGA is just following UPS investigation policy and procedures.
 
I had a similar experience where tracking showed it was delivered, I contacted UPS directly and they started an investigation. Two days later my package arrived at my doorstep!

This should be moved out of the 600 series forums.  An issue with RMA should be in general discussion or something else.

I think the wait is fully fair - EVGA & UPS  HAVE to investigate the matter.  END OF STORY.   No one is just going to take your word for it. Nowhere in the world operates like that.
 
 Having said that , I understand that this all sucks for you, as the customer, but it is necessary before any company just replaces a $1000 item or a  $25 product for that matter.
 
I hope you get it all sorted. God luck.

I noticed newegg finely got smart and now they make you sign for higher dollar items, before they would leave 2k worth of stuff just sitting on the steps, lol

Dear jyotidhami,
 
Thank you for taking my call earlier. I am once again am very sorry to hear that the package did not arrive to you and I can assure you that we are doing everything that we can to have this tracer processed. I will be awaiting your response to try and assist further. chrisb@evga.com

Thanks for all the replies. I did get a call from Chris B as well as Joe Darwin. Seems like in 8 days is when I should get some kind of closure. Waited 4 days already, 4 more days to go...

UPS is telling me that EVGA did not require a signature for the package that was to be delivered. When I checked the delivery notification, it does not mention any where that EVGA had required a signature to begin with as well. I now understand how the whole claim process works and how many days are involved etc etc...but at the end of the day I'm the one short 1k. Evga got paid and so did UPS for their shipping services.

Glad me and my UPS guy are on first names and he likes me .(doesnt hurt to offer him a drink or something ) He knows when im home by cars in my yard and even then he knocks and says hi and chats for a few minuets .Im on the end of his route back to the shop,nice but im near dead last on his delivery schedule. Hre even tells his fill in guy/s to not alter his route because his customers know when to expect him .