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Hot!UK RMA CONSTANTLY REFUSING DELIVERY

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sammyfoxy
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2021/04/11 01:01:59 (permalink)
I have posted my defective GPU to be RMA'd TWICE, spending £100 in the process on insured delivery to the German RMA Centre, waiting months, and both times have had the item refused by EVGA and sent back to me. On the second delivery, everything was declared extra clearly as "RMA / Defective item" and STILL the item was returned, with £100 taken from me and months of time wasted. Customer service has also been completely unhelpful and simply told me to do what I already did while also advising me the RMA period can be extended... As if I want to send the item a third time at the cost of my time and money with absolutely no sign that anything will change... I thought EVGA was said to be the best GPU manufacturer in terms of quality and customer service? Please help me.
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    the_Scarlet_one
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/04/11 01:53:34 (permalink)
    From my understanding, as someone not in the region, EVGA isn’t even getting the notifications from customs. The issue is customs returning the GPU’s because of customs changes that happened with Brexit.

    That’s just my understanding. I don’t think EVGA is actually refusing the packages themselves.

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    ty_ger07
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/04/11 02:51:03 (permalink)
    the_Scarlet_one
    From my understanding, as someone not in the region, EVGA isn’t even getting the notifications from customs. The issue is customs returning the GPU’s because of customs changes that happened with Brexit.

    That’s just my understanding. I don’t think EVGA is actually refusing the packages themselves.

    I am very suspicious about whether that is true.  But, devil's advocate, if it is true, what can EVGA do to fix it?  Do it!  It's been 4 months.  EVGA needs to do whatever they need to do in order to correct the problem.  The same problem has been happening too long to too many people.
     
    If you are implying that every package to every destination out of UK is being returned, that is preposterous.  We have enough evidence to say that this is a unique problem which EVGA needs to solve.  What are other companies doing to prevent this problem, that EVGA needs to start doing?
     
    If it is true that customs is returning the packages because EVGA is not picking them up, why doesn't EVGA have an employee making a trip to the customs office every day to check for packages?  Is it EVGA's job to wait for the customs office to call EVGA, or is it EVGA's job to monitor the shipments of packages it knows are on the way and ensure that they are collected?
    post edited by ty_ger07 - 2021/04/11 03:07:37
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    rjohnson11
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/04/11 03:14:36 (permalink)
    forwarded to EVGA

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    #4
    the_Scarlet_one
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/04/11 03:28:35 (permalink)
    ty_ger07
    the_Scarlet_one
    From my understanding, as someone not in the region, EVGA isn’t even getting the notifications from customs. The issue is customs returning the GPU’s because of customs changes that happened with Brexit.

    That’s just my understanding. I don’t think EVGA is actually refusing the packages themselves.

    I am very suspicious about whether that is true.  But, devil's advocate, if it is true, what can EVGA do to fix it?  Do it!  It's been 4 months.  EVGA needs to do whatever they need to do in order to correct the problem.  The same problem has been happening too long to too many people.
     
    If you are implying that every package to every destination out of UK is being returned, that is preposterous.  We have enough evidence to say that this is a unique problem which EVGA needs to solve.  What are other companies doing to prevent this problem, that EVGA needs to start doing?
     
    If it is true that customs is returning the packages because EVGA is not picking them up, why doesn't EVGA have an employee making a trip to the customs office every day to check for packages?  Is it EVGA's job to wait for the customs office to call EVGA, or is it EVGA's job to monitor the shipments of packages it knows are on the way and ensure that they are collected?


    I have never heard of a company, or an individual, going down to customs and picking up a package. That is the shippers job, but customs should be contacting EVGA when a package makes it to customs and gets “frustrated” and needs rectification.

    If customs has the wrong contact information, EVGA wouldn’t get a notification.

    I had a package get frustrated between Okinawa and Australia and it took 2 weeks to get it cleared because it was a $250 bill that had to get paid. Customs is garbage to deal with for anyone, because they really don’t care about the sender or receiver.

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    #5
    ty_ger07
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/04/11 03:56:25 (permalink)
    I don't think that there is evidence that the customs is getting "frustrated".  Like I said, "devil's advocate", even if it were true, EVGA needs to fix it.  It's happened too many times.
     
    Now, the reason why I don't think that it is a customs issue:
    If you look at the threads on the subject, the packages have made it past customs, have been in the shipper's hands, have been out for delivery, and have been "refused" by EVGA (whatever that means).  One person had the shipper try to delivery the package to the delivery address 6 times before returning it to the user.  It seems more like EVGA needs to have employees show up for work, or provide an accurate delivery address.  In multiple threads, EVGA's EU support has responded on this forum with cookie-cutter things like 'hey, contact us and we will help you provide the proper information to ship the card properly the second time'.  When the user responds with 'I provided that exact same proper information the first shipment attempt', what is EVGA EU support's response?  Nothing.  It seems that they are just hiding behind excuses.  What is the user supposed to do?  Repeat the same process, spend more money, and hope for a different result?
     
    At the very least, EVGA should provide a pre-paid label the second or third time.
     
    There are systemic problems at the EVGA EU office.  This is just one indication.  There are many other unrelated indications.
    post edited by ty_ger07 - 2021/04/11 04:06:39
    #6
    rjohnson11
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/04/11 05:17:23 (permalink)
    The red tape and paperwork caused by Brexit has caused many issues for RMAs in the UK. I have escalated this to EVGA. 

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    MSim
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/04/12 03:06:03 (permalink)
    After one failed delivery, i wouldn't spend another dime on shipping, until i contact the company about the issue.

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    #8
    koan63
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/04/12 03:22:46 (permalink)
    Did you attach customs declaration form
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    ty_ger07
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/04/12 03:25:08 (permalink)
    koan63
    Did you attach customs declaration form

    I would assume so since he said that everything was declared and that he did everything that EVGA customer support told him to do.
     
    If EVGA didn't tell him to attach a customs declaration form, wouldn't that seem pretty unlikely or incompetent? 
    post edited by ty_ger07 - 2021/04/12 03:26:12
    #10
    EVGATech_MarkusK
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/04/13 04:21:03 (permalink)
    Hi,
     
    in general the EU / UK, regarding the brexit some upcoming customs are changing mostly everything on the shipping - please get in contact with us through supporteu@evga.com and we can explain / suggest how to send the product best.
     
    Thx,
     
    Markus
     
    #11
    ty_ger07
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/04/13 12:09:51 (permalink)
    EVGATech_MarkusK
    please get in contact with us through supporteu@evga.com and we can explain / suggest how to send the product best.

    Like they did when they were executing the RMA process the first or second time already? What is going to be different the 2nd or 3rd time which is going to allow their shipment to be successfully delivered to you?
    If they have already attempted this once or twice before, will you provide them a prepaid shipping label so that they don't need to pay for the 2nd or 3rd attempt?
    post edited by ty_ger07 - 2021/04/13 12:12:11
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    clone
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/04/16 00:39:30 (permalink)
    It would be great if EVGA could give us in the UK the delivery details and customs code and vat information so we don't need to go hunting around for it, I canceled my rma as its now a nightmare to post anything g to the EU.

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    #13
    sammyfoxy
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/04/17 03:32:21 (permalink)
    So after wasting £100 of my money trying to TWICE deliver my defective EVGA GPU, they want me to send it again with DDP as incoterm (+ 3x proforma forms on the box) but... even if this is accepted by EVGA this time, I will have to pay around £75 in customs fees, on top of the standard £50 insured delivery fee. This means, just to send it a third time with no guarantee of acceptance, I will have to spend a total of £125+ bringing the total cost over 3 deliveries to £275. £275! JUST to send a card to be fixed... Absolutely unacceptable and I don't even know what I'm supposed to do now.

    Please help.
    #14
    rjohnson11
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/04/17 03:37:00 (permalink)
    EVGATech_MarkusK
    Hi,
     
    in general the EU / UK, regarding the brexit some upcoming customs are changing mostly everything on the shipping - please get in contact with us through supporteu@evga.com and we can explain / suggest how to send the product best.
     
    Thx,
     
    Markus
     


    Please follow these instructions. 

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    #15
    ty_ger07
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/04/17 04:49:28 (permalink)
    sammyfoxy
    Absolutely unacceptable and I don't even know what I'm supposed to do now.

    Have you called EVGA, expressed your displeasure, and asked for them to cover the cost of shipping for your third attempt?
    #16
    sammyfoxy
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/07/05 23:04:03 (permalink)
    EVGA eventually agreed to give me a free postage label and my GPU was successfully delivered to them, with a replacement registered to my account.

    However... I have still not seen the replacement...

    I looked at the parcel tracking of my replacement and it told me, Customs has been cleared, Shipment has been processed in destination country.

    Looks good right? But no, the latest update simply says:

    Thursday

    01. July 2021
    13:36 Local time | The shipment cannot be imported into the destination country/destination area.
    United Kingdom

    This brings me to 4.5 months of being in this RMA now...

    Please help me, once again, as I actually just want to cry at this point.
    #17
    koan63
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/07/05 23:15:58 (permalink)
    Hi, when evga eu sent replacement to me in UK. It when by DHL, then in it was transferred to parcelforce who kept until custom charges of £160 were paid.
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    sammyfoxy
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/07/05 23:19:05 (permalink)
    koan63
    Hi, when evga eu sent replacement to me in UK. It when by DHL, then in it was transferred to parcelforce who kept until custom charges of £160 were paid.


    Hi,

    My replacement is also being sent via DHL, but I see no sign of there being any customs charges..
    #19
    koan63
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/07/05 23:29:53 (permalink)
    Hi, it took sometime for status to change. I remember having to contact parcel force as why they were holding my delivery, its was then I was hit with custom charges, which I had no choice but pay. I did subsequently put a refund claim to border force, but haven't received a reply for over 6mths, you can only do so by post.
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    anx10us
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/07/07 03:05:09 (permalink)
    This is farcical, the instructions from EVGA are as follows, so whatever happens we get screwed for money from everyone ..
     
    "Many thanks for your inquiry. We do receive parcels from the UK on a daily basis, but there are multiple things you have to take care of. Parcels have to be sent using DDP (delivery duties paid) and it is highly recommended to enclose the proforma invoice three times on the outside of the package you can request from us to minimize the risk of any problems at German customs. Should you have any further questions, please do not hesitate to contact us.

    Kind Regards,
    EVGA Support-Team
     
    Tech: Jan Buchholz"
    #21
    sammyfoxy
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/07/18 15:53:51 (permalink)
    The tracking information now says the parcel has gone to Germany! What on earth am I meant to do?????? Around 5 months of this absolute hell now, please can someone help me, please!
     
    I would post tracking information but it will not let me...
    post edited by sammyfoxy - 2021/07/19 14:08:21
    #22
    heych1995
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/07/20 11:43:42 (permalink)
    jesus christ, I'm sending a parcel to the germany address now and I fear whats going to happen to it. I paid almost £1600 for a 3090 only for it to crap the bed when running halo MCC (A known issue with EVGA cards) and my GPU has now been stuck in customs since the 17th. I really hope EVGA takes better care of their UK customers cause to me it seems like "EVGA RMA is godtier" has officially died
    #23
    zaikk
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/07/20 14:57:51 (permalink)
    heych1995
    jesus christ, I'm sending a parcel to the germany address now and I fear whats going to happen to it. I paid almost £1600 for a 3090 only for it to crap the bed when running halo MCC (A known issue with EVGA cards) and my GPU has now been stuck in customs since the 17th. I really hope EVGA takes better care of their UK customers cause to me it seems like "EVGA RMA is godtier" has officially died




    I honestly don't know what you're talking about. I'm getting my RMA tomorrow. It all went pretty fast, they got the card on thursday, a new one was sent on friday. and ALL communications with EVGA Support was really good, straight forward and informative. I spoke to them both in phone and through e-mail. So no, their RMA and customer support haven't died. They are still as good as I've remembered them to be.

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    #24
    rjohnson11
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/07/21 00:54:41 (permalink)
    So long as RMA instructions are followed and customs have the necessary paperwork the European RMA flow should be good.

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    #25
    zaikk
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/07/21 00:58:05 (permalink)
    rjohnson11
    So long as RMA instructions are followed and customs have the necessary paperwork the European RMA flow should be good.




    I agree. And from my experience they are informative and easy to talk to. Just give them a call if you speak good english. or back and forth with e-mails. I have had ZERO problems with them that wasn't easy to fix.

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    Syphadeus
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/07/26 11:51:36 (permalink)
    zaikk
    heych1995
    jesus christ, I'm sending a parcel to the germany address now and I fear whats going to happen to it. I paid almost £1600 for a 3090 only for it to crap the bed when running halo MCC (A known issue with EVGA cards) and my GPU has now been stuck in customs since the 17th. I really hope EVGA takes better care of their UK customers cause to me it seems like "EVGA RMA is godtier" has officially died




    I honestly don't know what you're talking about. I'm getting my RMA tomorrow. It all went pretty fast, they got the card on thursday, a new one was sent on friday. and ALL communications with EVGA Support was really good, straight forward and informative. I spoke to them both in phone and through e-mail. So no, their RMA and customer support haven't died. They are still as good as I've remembered them to be.




    Question to you - your profile info says your location is Sweden, Europe? Is that accurate?
     
    Only if it is, the person you're replying to makes specific mention of the issue being with UK customers.
    #27
    rjohnson11
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/07/26 11:56:19 (permalink)
    UK is no longer in the EU and as a result more paperwork is needed. If anyone from the UK is unsure what they need contact EU EVGA and they will explain the procedures.

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    #28
    zaikk
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/07/26 12:01:23 (permalink)
    Syphadeus
    zaikk
    heych1995
    jesus christ, I'm sending a parcel to the germany address now and I fear whats going to happen to it. I paid almost £1600 for a 3090 only for it to crap the bed when running halo MCC (A known issue with EVGA cards) and my GPU has now been stuck in customs since the 17th. I really hope EVGA takes better care of their UK customers cause to me it seems like "EVGA RMA is godtier" has officially died




    I honestly don't know what you're talking about. I'm getting my RMA tomorrow. It all went pretty fast, they got the card on thursday, a new one was sent on friday. and ALL communications with EVGA Support was really good, straight forward and informative. I spoke to them both in phone and through e-mail. So no, their RMA and customer support haven't died. They are still as good as I've remembered them to be.




    Question to you - your profile info says your location is Sweden, Europe? Is that accurate?
     
    Only if it is, the person you're replying to makes specific mention of the issue being with UK customers.




    Well yeah, but he claimed that "EVGA RMA is godtier" doesn't apply anymore. It does, maybe you don't think so because of the UK issues, but you gotta understand that it isn't as easy for EVGA as it is when it comes to other places than UK. so yeah, EVGA RMA IS GODTIER. just not as fast in UK.

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    #29
    Syphadeus
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    Re: UK RMA CONSTANTLY REFUSING DELIVERY 2021/07/27 11:51:58 (permalink)
    Taken from EVGA's warranty terms:
     
    • If the product is returned to EVGA due to non-delivery you will be responsible to pay for any additional shipping charges for reshipment. EVGA encourages you to review your shipping address prior to submitting any RMA request.
     
    I think if they can stipulate that you bear the responsibility for costs associated with YOU not accepting the delivery then it is only fair and reasonable that it should work the other way as well, providing that you have followed the instructions of EVGA in actions and processes completed to send them the product back for warranty service.
     
    The more I read on this forum about how they are managing the warranty, the more worried I am becoming.
    #30
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