I don't want any financial compensation from EVGA, only a working card because I sent them a damaged card under the RMA warranty.

EVGA received the parcel on December 24 at 14:00 and information that it was empty I received on December 27 at 16:08 with photos of the parcel being empty :// and information that I have to deal with the complaint myself in Poland.
it's good that with the information that the shipment is empty, they sent me photos of an empty cardboard box with foils because at first glance you can see that the package weighs 300-400 grams and not 1 kilo 480 grams as declared on the confirmation with stamps

Sounds to me Courier is trying to wash there hands of this item probably due to cost and is no skin off there bones. Give time for EVGA to do there own investigation (remember this take time as well). EVGA not quick to take side of one delivery package because they know they usually claim is not there fault even do it is. Clearly was stolen under there watch.

but EVGA's official position is here.... "it's not our fault and we're closing the case"
what do you say?

sorag
but EVGA's official position is here.... "it's not our fault and we're closing the case"
what do you say?

Courier.  Shipping something via courier doesn't have a 100% guarantee it will arrive in one piece or at all.  Everything I ship that has sizable value gets both insurance and a signature required.   Did you do both?

sorag
Of course

it's insured then, you will need to contact the courier for recourse, not EVGA.   If EVGA received a signed box (which I assume, since you say you paid for it) they signed for a package with no contents.  Contents were lost while in the possession of the courier.  

ty_ger07

transdogmifier
Hardly eVGA's fault if it was stolen/damaged in transit....

It is EVGA's fault if they do nothing to address the issue. It is EVGA's problem that the postal service says that EVGA accepted the document without reservation or comment. EVGA either needs to prove to the postal service that they did have reservation or comment so that the customer can get reimbursed by the postal service, or EVGA needs to reimburse the customer directly for the mistake that EVGA made.
It is EVGA's responsibility to have the staff and training necessary to properly receive and document shipments and associated discrepancies. EVGA Europe's staff has proven incompetent in this regard exhaustively.

I disagree that eVGA needs to contact any government entity in this case...they never touched the actual product, it was stolen in transit and the box was damaged because it was likely done to steal the card..
 
This is purely a postal courier issue....eVGA has ZERO culpability here.
 
 

this is the position of the Polish Post Courier

so where is my graphics card?

sorag
so where is my graphics card?

chain of custody.  There needs to be an internal investigation to see who touched the package prior to delivery.  It was lost somewhere before it was last weighed (which is a gauge of package contents) and the person who delivered it. 

sorag
I understand that you work at EVGA that you give such assurances???

I don't work for EVGA.   I have been an independent volunteer moderator of the forum for over 10 years.  I've seen disputes like this quite a few times over the years and the BEST course of action is to handle this directly with EVGA, which you did.  And got an answer.  From the perspective of this forum, there's nothing more than can be done other than to complain.  Which is your right to do but it won't solve your problem.   The members of this forum are just opinions based on incomplete facts.   Courier investigation.   I understand you are upset.  I'd be too.   If it were me, I would get some higher level support with the courier.   I personally suspect someone in the courier chain took it.  Since you said there was a signature requirement, it was not left at a door.  It was signed for.   It was empty upon receipt. 

I also understand that your job as a forum moderator is to downplay the whole thing

transdogmifier

ty_ger07

transdogmifier
Hardly eVGA's fault if it was stolen/damaged in transit....

It is EVGA's fault if they do nothing to address the issue. It is EVGA's problem that the postal service says that EVGA accepted the document without reservation or comment. EVGA either needs to prove to the postal service that they did have reservation or comment so that the customer can get reimbursed by the postal service, or EVGA needs to reimburse the customer directly for the mistake that EVGA made.
It is EVGA's responsibility to have the staff and training necessary to properly receive and document shipments and associated discrepancies. EVGA Europe's staff has proven incompetent in this regard exhaustively.

I disagree that eVGA needs to contact any government entity in this case...they never touched the actual product, it was stolen in transit and the box was damaged because it was likely done to steal the card..
 
This is purely a postal courier issue....eVGA has ZERO culpability here.
 
 

Incorrect.

According to the postal carrier, EVGA accepted the package. If EVGA accepts the package, there is no evidence that the GPU was stolen during shipping. Therefore, the customer cannot be reimbursed by the carrier.

The only person that can prove that the GPU was stolen is EVGA. If EVGA refuses to assist, that is EVGA's problem. The postal carrier has proof that EVGA accepted the package, therefore it is EVGA's fault and no one except EVGA's problem (unless EVGA puts in the effort to prove otherwise).

Ball is in EVGA's court.

EVGA opens the box and examines it upon receipt. There was no item in the box. Somewhere during transit the item was stolen. Polish Post can claim whatever excuse they wish to give, but EVGA always inspects every single package they receive. I suggest that if you had the item insured that you file a claim with the Polish Post. If the Polish Post refuses the claim then you'll need to see what you need to do next. 
 
 

The Customer Support Office, acting pursuant to art. 4 of the Act of November 23, 2012 Postal Law (text
uniform Journal Laws of 2022, item 896, as amended), provisions on foreign postal circulation - art. 19
of the Doha World Postal Convention 2012 (Journal of Laws of October 2, 2015, item 1522) along with implementing acts of Art. RC
150 of the Regulations on postal parcels - Bern 2013, kindly informs that the complaint regarding the above-mentioned parcels
was reviewed and found to be unjustified.
On the basis of the complaint procedure, it was established that the package complained about had been delivered
properly dispatched to Germany by the Shipping and Distribution Department in Warsaw in good condition,
without access to the content. According to the information provided by the German postal operator, both in
at the time of arrival of the claimed parcel as well as its delivery, no irregularities were found. On December 23
2022, the addressee received the parcel without reservations and did not report the loss of content to the foreign administration
postal operator, in order to write down the protocol.
The Universal Postal Convention in article 23, paragraph 1, point 1.1.1 defines the scope of responsibility of the operators
postal services, limiting it to the loss, theft or damage of registered items, ordinary parcels and
declared value shipments. In any other case not provided for in this Convention,
designated operators are not liable - art. 23 section 1 point 1.3.
We clarify that liability is only maintained if the package is looted or damaged
ascertained before or at the time of delivery of the shipment; if the addressee of the package or the sender in the case
its return to the place of dispatch, despite submitting a proper receipt, he will immediately notify the designated person
the operator of the country delivering the parcel about the damage found; he should provide evidence that he was robbed
or the damage did not occur after delivery (Article 24(1)(1) of the Convention). In this case, it should
protocol to be drawn up.
Taking into account the quoted regulations in international traffic concerning postal parcels, we cannot
accept claims for damages. Nevertheless, we apologize for the situation and the inconvenience caused.