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Hot!RMA experience with video card

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westman2000
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2018/02/01 08:17:56 (permalink)
I sent my 1080Ti for RMA, Hybrid because i heard like something creaks when video card is working.
Package was delivered  Thursday,  01/25/2018 at 11:06 A.M. Received By: CASTILLO
And only on on 01/31/18 i received answer by email. 
This email is to inform you that EVGA is unable to process your RMA request and returning the product for the following reasons:
Your EVGA Graphics Card was received in with a damaged fan radiator. Unfortunately in this condition we are unable to complete the processing our your RMA. Attached are some photographs of the condition your product arrived.
RMAID#: 780739
At this time your RMA has been canceled and your product will be returned.

 
The product was without damage, I'm sure it's 100%, I personally packed each individual item in a bubble wrap, I pushed additional paper from all sides inside the box.
And how now to find out the truth?

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#1

13 Replies Related Threads

    joeymir
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    Re: RMA experience with video card 2018/02/01 11:39:10 (permalink)
    Do you have any photos before you sent the unit off for RMA? That damage looks pretty fresh, but always hard to judge by just a photo. 

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    #2
    westman2000
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    Re: RMA experience with video card 2018/02/01 11:43:21 (permalink)
    No, i don't have. I did not think that they would be needed.
     
    #3
    Cool GTX
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    Re: RMA experience with video card 2018/02/01 12:09:39 (permalink)
    Let me see if I can help elevate your post for review by Customer Service
     
    If shipping damage did happen - I hope you purchased insurance when you shipped it in
     
    I keep original boxes when possible, in case  I ever have to move or ship them

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    #4
    westman2000
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    Re: RMA experience with video card 2018/02/01 12:20:01 (permalink)
    yes i have insurance.
    I wonder how this will happen?
    What i need to do?
    What EVGA will do? They send me back this card?
    What UPS will do?
    #5
    EVGATech_RayH
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    Re: RMA experience with video card 2018/02/01 12:22:52 (permalink)
    We have already discussed this via email. We need to review the packaging and then we will follow up with you.

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    #6
    westman2000
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    Re: RMA experience with video card 2018/02/13 14:17:32 (permalink)
    A small update on how things are at the moment:
     
    02/02/2018,  I wrote:
    ok, thank you.

    just send it back to me please as soon as possible...
     
    02/02/2018 Response from EVGA:
    Sorry I got some news for your unit and others customers. Our management is looking over all the damage RMA. To see if they want to approve it or not for processing and providing the warranty . There will a definite answer for your next week.
     
    02/08/2018, I wrote:
    Hello.
    Any news about my card?
     
    02/08/2018 Response from EVGA:
    Sorry, it's taking so long, they haven't shipped your units yet. My suspicion is they still reviewing your products, once it's completed you will email with the result.
     
    02/13/2018, I wrote:
    Any news about my card?
     
    02/13/2018, Response from EVGA:
    Thank you for the reply, sorry I have no clue what is going on. It seems they will be sent back your video card back to you. Because at this moment we do not see any check-in process. So at the current, they're getting ready to send back the video card back to you. Sorry, the RMA department never provided any information to see what is going on with your product.
     
     
     
    So my question is What is going on?
     
    #7
    repo1979
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    Re: RMA experience with video card 2018/02/13 15:45:12 (permalink)
    I would call them and get a person on the phone that can do something either way. That is one reason why i keep the box for mb, cpu and my gpu of any of my cards I have gotten. 

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    #8
    wmmills
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    Re: RMA experience with video card 2018/02/13 19:45:13 (permalink)
    Well, unfortunately if you have no picts from before you sent it off then you have to, and us too, go by EVGA. I can see why, sorta, they would deny the claim because the damaged part of the rad is right where the fluid would flow through the unit, which if its crunched bad enough would stop the fluid from going through at all and it could cause leaks and air intake. Of course all those issues even by themselves will mess up your cards performance, but all together it would be even worse. Heres why I think the rma shouldn't really be denied though, cause the rad is part of the cooling setup which can easily be swapped, so as long as the actual cards pcb and parts aren't damaged in any way I would think this may be RMAable but they may charge you a service charge for the cooler for physical damage. Which I think is fair cause most likely the card was failing because of the hydro cooler damage, but they cant know till they swap it out. I would def try to elevate this to someone in management and explain it to them and they may help you out here.

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    #9
    XrayMan
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    Re: RMA experience with video card 2018/02/21 21:50:26 (permalink)
     
    @westman2000,
     
    Any update on this yet?

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    #10
    westman2000
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    Re: RMA experience with video card 2018/02/22 14:38:32 (permalink)
    The card was sent, just 3-4 days after my last post.
    I will repair it myself, I bought the EVGA GTX 1080 Ti SC HYBRID Self-Contained / Plug & Play Waterblock Cooler

    There are a few questions left after this story ...
    1. Why did EVGA keep my card for two weeks, although they refused to repair it quickly.
    2. How did the card suffer?

    They returned the card in my box, did not pack much, just threw it into the box and sent it back.
    Noticed the bent part, although in their photographs it was not (who bent?)


    Advice to all.
    Send the box in the box and add a shim between the boxes.

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    #11
    duckpond
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    Re: RMA experience with video card 2018/02/22 17:12:56 (permalink)
    I work in logistics, worked on specially packed items a few years ago too
     
    - Were pictures provided from how EVGA received your return? Transit damage would clearly be visible showing impact piercing the box and likely where the damage was caused
    - Proper unused cardboard box double layered needs to be used when sending items of this value with of course enough interior padding to stop movement from inside the package
     
    EVGAs return packing does also not look particularly friendly, whats to stop the cooler jumping around inside the box while its in transit? The bent end pin could easily have been caused while that box was in transit, thrown around warehouses,  fallen off belt systems. Thats why interior packing is needed to stop unnecessary damage
    #12
    GTXJackBauer
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    Re: RMA experience with video card 2018/02/24 02:43:18 (permalink)
    Duck is right.  If the damage to the radiator was caused by shipping, there should be some type of visible evidence on the shipping container unless the package was moving around during transport and the GPU rammed the rad. 




         
    #13
    duckpond
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    Re: RMA experience with video card 2018/02/24 05:56:14 (permalink)
    any update on this OP from EVGA?
     
    How did you send it in? Maybe because of my experience, i usually take a photo of items i pack up when I am sending them away o_0
    #14
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