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Hot!X99 ftw k warrentty issue

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wildeone
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2018/05/30 06:50:45 (permalink)
Well evga what a great phone call to c/s
All the run around for my rma replacement, a 15 minute old board replaced sneekely with a recertified board no communcation no offer or choice of refund or upgrade as they have no new ones just a second hand board given in the hope I did not notice, attitude at c/s in UK to match I spend a lot of money on evga products my Faith with evga products now ruined
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    the_Scarlet_one
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    Re: X99 ftw k warrentty issue 2018/05/30 08:36:27 (permalink)
    You state 15 minute old. When was the purchase date on the receipt, and when was the RMA accepted? EVGA’s own policy says within 30 days, products will be replaced with a new product, subject to availability. Over 30 days products will be replaced with recertified products.

    If you had the board for more than 30 days and then installed it, they will absolutely replace with a recertified product. If you just bought and installed, then it ahould be new. They do specify subject to availability. It also says OEM replacement, which could arrive in a plain brown box, not a brand new box

    What makes you think it is not a new motherboard?

    https://eu.evga.com/warranty/motherboards/

    If an RMA is necessary within 30 days of the original purchase date of a new in box Product, a new in box OEM replacement will be sent to the Original Purchaser in return, subject to availability.
    #2
    GTXJackBauer
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    Re: X99 ftw k warrentty issue 2018/05/30 10:30:38 (permalink)
    the_Scarlet_one
    You state 15 minute old. When was the purchase date on the receipt, and when was the RMA accepted? EVGA’s own policy says within 30 days, products will be replaced with a new product, subject to availability. Over 30 days products will be replaced with recertified products.

    If you had the board for more than 30 days and then installed it, they will absolutely replace with a recertified product. If you just bought and installed, then it ahould be new. They do specify subject to availability. It also says OEM replacement, which could arrive in a plain brown box, not a brand new box

    What makes you think it is not a new motherboard?

    https://eu.evga.com/warranty/motherboards/

    If an RMA is necessary within 30 days of the original purchase date of a new in box Product, a new in box OEM replacement will be sent to the Original Purchaser in return, subject to availability.


    This!  

         
    #3
    wildeone
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    Re: X99 ftw k warrentty issue 2018/05/30 10:45:36 (permalink)
    The board was brand new from evga store, it had less than 15 min use from new was within the 30 day period, was sent back under rma, what I received was a recirtifed item as they don't have any new ones left basically I was told it's old tech when I phoned I was told various rubbish including it was temporay replacement, then I was told they ain't got any , the point I was making was at no time was I asked what I wanted to do ie refund ect, I was sent a second hand items to replace my less than 30 day old item ,I was even told by shertty cs/manager that warrentty terms had changed and they can send what they like even if less than 30 days old, so yes I'm pissed
    post edited by wildeone - 2018/05/30 10:50:07
    #4
    wildeone
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    Re: X99 ftw k warrentty issue 2018/05/30 10:54:08 (permalink)
    And to put things right I'm not saying the replacement doesn't work that's not the issue it's a used item was sent when clearly I was in the terms of warrenty and at no point was any contact made to ask what I wanted to do , so now a month has passed and I'm still without a PC, I should have been offered refund or board upgrade to next gen not what was done
    #5
    the_Scarlet_one
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    Re: X99 ftw k warrentty issue 2018/05/30 10:58:36 (permalink)
    They arent going to offer a refund. Not many companies do that. You have to request it from them if anything.
    #6
    wildeone
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    Re: X99 ftw k warrentty issue 2018/05/30 10:58:44 (permalink)
    Call center confirmed it was recirtifed, I received a box that was not in best of condition it looked like it had been through a grinder ,all the seals were broken the bags inside all open and fingerprints all over motherboard and badly attached protective stickers, you could see where they had been removed before
    post edited by wildeone - 2018/05/30 11:03:43
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    the_Scarlet_one
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    Re: X99 ftw k warrentty issue 2018/05/30 11:03:27 (permalink)
    I can see why they may not have new x99 boards. It has been EOL for quite some time. Odd that they even list the motherboard if they no longer have new boards.
    #8
    wildeone
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    Re: X99 ftw k warrentty issue 2018/05/30 11:04:51 (permalink)
    Up to a week ago you could still buy from evga online been removed now thou
    #9
    the_Scarlet_one
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    Re: X99 ftw k warrentty issue 2018/05/30 11:07:16 (permalink)
    They show the x99 ftw k out of stock. Usually when they are completely gone, and truly EOL, they take it off the website completely.
    #10
    wildeone
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    Re: X99 ftw k warrentty issue 2018/05/30 11:09:06 (permalink)
    The point also is customer service which is what evga are proud of except in this case call center were crap and giving loads of rubbish advice, like wait a few weeks and we will send a new one when we make them then changed his mind he said well it used but works, he did not know what he was doing
    #11
    wildeone
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    Re: X99 ftw k warrentty issue 2018/05/30 11:10:47 (permalink)
    Up to a week ago you could still buy from evga online been removed now thou
    #12
    EVGATech_JaesonW
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    Re: X99 ftw k warrentty issue 2018/06/04 15:03:33 (permalink)
    Hi wildeone,
     
    Please keep in mind that per our warranty terms, new replacements within 30 days are subject to availability. This does mean that if the same product isn't available new, then we will send a re-certified replacement instead. Unfortunately this is what ended up happening; as Andreas said in his email reply we no longer have any new X99 boards available, so a re-certified was sent so you would not have to wait any longer. I do see that we're assisting you with a refund, since you are unhappy with the replacement board. I apologize that we ran out of new X99s and were not able to replace it with new one for you, and for any confusion over our warranty policy! 

    Have a moment? Please rate our service 
    #13
    wildeone
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    Re: X99 ftw k warrentty issue 2018/06/04 18:46:26 (permalink)
    Evga are still missing the point, at no time was I asked what I wanted to do, in this case, a simple email giving me my options would have solved this problem but none was forthcoming, i understand that you cannot send what you don't have, but evga tech support was also aware that I did not want a second hand unit before the original rma was prossesed ,yes evga are now in the process of RMA for refund but I will have to pay for return postage so it ends up costing me the customer more money
    #14
    HeavyHemi
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    Re: X99 ftw k warrentty issue 2018/06/04 21:17:50 (permalink)
    EVGATech_JaesonW
    Hi wildeone,
     
    Please keep in mind that per our warranty terms, new replacements within 30 days are subject to availability. This does mean that if the same product isn't available new, then we will send a re-certified replacement instead. Unfortunately this is what ended up happening; as Andreas said in his email reply we no longer have any new X99 boards available, so a re-certified was sent so you would not have to wait any longer. I do see that we're assisting you with a refund, since you are unhappy with the replacement board. I apologize that we ran out of new X99s and were not able to replace it with new one for you, and for any confusion over our warranty policy! 


    Just out of curiosity, when did EVGA change from always providing a new product within the first thirty days to 'only if one is available'. That's a pretty major shift in policy.
     
    Oh wait...May 25, 2018
    There it is buried all the way at the bottom.
     
    https://www.evga.com/warranty/motherboards/

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    wildeone
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    Re: X99 ftw k warrentty issue 2018/06/05 00:15:06 (permalink)
    There we go then because my rma was before 25 may. When policy changed, but let's see if we can get a answer to my above post ,ganging up on me and shouting wattenty policy, my rma was before the policy changed, at the end of day you will force people to use different manafactures which is a shame evga parts are,good ruined by procedure, if I brought a 1000 pound graphics card that was faulty on arrival, as was my motherboard, then you sent a used part out to replace how many people do you think would be happy with that? Or do you think they would moan and in the end get a refund, greet buissness sense that
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    HeavyHemi
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    Re: X99 ftw k warrentty issue 2018/06/05 00:57:12 (permalink)
    wildeone
    There we go then because my rma was before 25 may. When policy changed, but let's see if we can get a answer to my above post ,ganging up on me and shouting wattenty policy, my rma was before the policy changed, at the end of day you will force people to use different manafactures which is a shame evga parts are,good ruined by procedure, if I brought a 1000 pound graphics card that was faulty on arrival, as was my motherboard, then you sent a used part out to replace how many people do you think would be happy with that? Or do you think they would moan and in the end get a refund, greet buissness sense that

    At some point I understand. You cannot keep new inventory of old  products around forever. I think they should change this policy to something along the lines of 2 years after the release date, you will get a new in box product within the 30 day period. After that point, you'd get a refurbished. This would cover all but the outliers and reduce EVGA's need to hold onto brand new product for RMA purposes for extended periods.

    EVGA X99 FTWK / i7 6850K 4.5ghz / GTX1080 Ti FE Hybrid / 32GB Corsair LPX 3200mhz / Samsung 850Pro 256GB / Corsair AX1200 / Window 10 Pro
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    #17
    wildeone
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    Re: X99 ftw k warrentty issue 2018/06/05 02:47:09 (permalink)
    What evga need to do is communicate with the customer, a simple email say we can replace with used, or upgrade to equal or greater value next gen board, or refund .the customer then can make a informed decision on what he wishes to do what you have to remember is a lot of parts are many hunderds of pounds if not More so I would think keeping your customer base happy on the top of importance list ,
    Anyone have a direct email for head of company customer service,
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    HeavyHemi
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    Re: X99 ftw k warrentty issue 2018/06/05 16:24:28 (permalink)
    wildeone
    What evga need to do is communicate with the customer, a simple email say we can replace with used, or upgrade to equal or greater value next gen board, or refund .the customer then can make a informed decision on what he wishes to do what you have to remember is a lot of parts are many hunderds of pounds if not More so I would think keeping your customer base happy on the top of importance list ,
    Anyone have a direct email for head of company customer service,

    Absolutely in your case, your options should have been explained and available to you from the beginning. That was their mistake. I think it is pretty unfair of EVGA to bury the caveat 'if available' way down at the bottom of an entire page of text. I am positive the vast majority of their customers still assume they would always get a new product within the 30 day window.  Hopefully the will correct their process so this doesn't happen again.

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    #19
    GTXJackBauer
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    Re: X99 ftw k warrentty issue 2018/06/05 19:04:19 (permalink)
    HeavyHemi

    Absolutely in your case, your options should have been explained and available to you from the beginning. That was their mistake. I think it is pretty unfair of EVGA to bury the caveat 'if available' way down at the bottom of an entire page of text. I am positive the vast majority of their customers still assume they would always get a new product within the 30 day window.  Hopefully the will correct their process so this doesn't happen again.






         
    #20
    wildeone
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    Re: X99 ftw k warrentty issue 2018/07/04 04:25:43 (permalink)
    All sorted now rma it and got a refund just cost me in postage and down time of PC on the plus side I just brought the x299 dark board and a I 9 CPU so upgraded, old parts sold on eBay but a very stressful experience in the whole, so well done evga you came through in the end but your customer communication skills do need sorting its not good for the customer
    #21
    GTXJackBauer
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    Re: X99 ftw k warrentty issue 2018/07/04 04:57:41 (permalink)
    Glad to hear you got it all worked out.

         
    #22
    bdary
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    Re: X99 ftw k warrentty issue 2018/07/04 06:51:01 (permalink)
    Glad to hear your good news...


     

     
     
     
    #23
    EVGATech_AlanT
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    Re: X99 ftw k warrentty issue 2018/07/08 13:46:38 (permalink)
    Hi wildeone,
     
    I'm glad you are satisfied and I apologize for the confusion. I just wanted to clarify that we did update our warranty terms recently, but we still make available the warranty terms for products purchased before May 25th, 2018 and after June 30th 2011. You can find that information here. In those terms it also states "If an RMA is necessary within 30 days of the original purchase date, a new in box OEM replacement will be sent in return if the product was purchased new-in-box, subject to availability.". It would be great to be able to notify customers on if their product will definitely be replaced with a new replacement, but our RMA stock changes daily so this unfortunately isn't currently possible. We appreciate your patronage and feel free to contact us with any further questions or concerns.
     
    Best,
    Alan
    EVGA
    post edited by EVGATech_AlanT - 2018/07/08 13:50:43
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