EVGA has really gone down the tubes haven't they

P

peacetilence

2[H]4U
Joined
Sep 23, 2004
Messages
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Let me preface this by saying I've been buying EVGA cards the last 5 years now. I had a 9500pro that I replaced with an EVGA card and though the difference was incredible. So much so that I became loyal to their brand. About a year ago I purchased a 7800GTX, the 7800GTX 512 has been announced and I used their step up program and purchased 2 cards for SLI in my rig. The processing was quick, customer support was great with answering my concerns about receiving the step-ups (had to wait a while to receive them)

Time goes by, I'm happy for a year, so much so that I hadn't bothered to keep up with new technology, and all of a sudden one of my 7800GTX 512 cards dies while playing stalker. Obviously I need to RMA, however, I use 2 cards in SLI so I would need either a serious card as replacement such as a 8800GTS 620 to replace 2 of these cards. (At high res with AA the 8800GTS 320 is actually slower than my card because of memory constraints!) Either that or I would need to RMA both my cards and receive equal replacements.

I voiced my concerns about which replacement card I would receive, was unable to get an answer from either the message boards or from calling EVGA support. They just gave me vague answers that didn't address my concerns at all. I sent my dead 7800GTX 512 to them, waited a week and a half to process, and finally received a dead 7800GTX 512 in the mail as replacement. The card wouldn't even power on properly. It gave me a message saying it wasn't receiving enough power (I have a fortron 700W SLI PSU and obviusly another 7800GTX 512 that works fine) so they sent me a damaged card that somebody probably rma'ed a long time ago. Now I have to spend more money to ship it back and wait who knows how long to receive who knows what...

Their customer service and quality level seems to have really hit the crapper in the last year or so. I spent like $1200 on these cards directly from EVGA and was obviously a loyal supporter for buying two of the 7800GTX 512 cards when they were so rare and expensive at the time and they reward me by sending me a dead card as replacement. I think I should take this as a sign to try something new in the future. If they can't handle their customer growth and quality of products at this level then I would imagine things would only get worse in the future. Nvidia seems to be off the mark as well. No new drivers in 6 months. Focusing their efforts on an OS that only like 5% of their customer base uses.. crazy...
 
perhaps they sent the same card back to you? cant imagine them having a working 7800 gtx 512 just lying around...
 
No it was a different card. The serial and even stickers on the HSF were all different. It was packaged in just a small holder placed in a cardboard shipping box. The fins on the HSF were bent on one side. You're probably right, it was most likely somebodies damaged card they sent in. I spent like $40 out of pocket shipping these cards to them. They're jerking me around and I don't like it.
 
Has the possibility been entertained that they did infact send you a working card back, and that the problem is not related to the video card, or something else is causing the card to fail. The chances EVGA (or anyone) sent you a bad card on an RMA, just seems really unlikely, but I guess its not unheard of.

Case in point: I experienced a similar problem about two years ago with a 6800GT from EVGA. Card was artifacts, sometimes wouldn't give me video at all and other classic symptoms of card failure. I explained it to the tech he started an RMA, I sent the card out, and got a new one back, and the problems had not changed. I ended up testing the card in a buddies rig, and found out the card was fine, it turns out my power supply was no longer supplying stable power to the card and that was causing the failure.

Ok, long story I know. Getting to the point: test the card on another system before you say they dropped the ball on you. How did you arrive at the conclusion the card was the problem?
 
devman said:
Has the possibility been entertained that they did infact send you a working card back, and that the problem is not related to the video card, or something else is causing the card to fail. The chances EVGA (or anyone) sent you a bad card on an RMA, just seems really unlikely, but I guess its not unheard of.
Click to expand...

I had to RMA a PSU to Thermaltake and received a bad one in return (and yes it was the unit itself not something else that was bad). It took two weeks of emailing and calling to get them to RMA the replacement and send me a new one. They never offered to pay the return shipping on the bad one they sent me. I don't mind getting a bad replacement, but they handled the second RMA poorly and they should have paid the shipping to send it back. Anyway, I won't be buying anything from them again.
 
I had started an RMA with EVGA yesterday. I'm not complaining yet but I'm surprised I still haven't been contacted about it. I guess I was expecting something faster based on the reputation I had heard they had as well as the rapid response I've recieved for regular email support.
 
I agree about EVGA sucking as of late. I had an RMA go absolutely horrible a couple months ago. After spending about 2 grand with them over the last couple of years, I basically swore off their products. RussianHAXOR on these forums got me in contact with one of their guys who promised to make it up to me by sending me a new working board out but they are dragging their feet and it's been almost two weeks since I've heard anything useful from them.

I remember their support being a lot better than this a year ago.

Remember in the 6-series era when BFG was on top of the heap and everyone was like "OMG BUY BFG THEIR SUPPORT IS THE BEST!" And then everyone bought BFG, their support went to shit, and soon afterwards, everyone's saying "OMG BUY EVGA THEIR SUPPORT IS THE BEST!"

Well now it's the same damn story. EVGA has been turning profits off consumer goodwill and they've gotten lazy. Unless they follow through and somehow make up the damage they've done to my confidence in them (which gets worse every day they ignore my emails), I'm never buying one of their products again.

I'd rather spend $30 less and buy PNY or Leadtek at this point. Yeah they have crappy support, but so does EVGA now, so why pay more?
 
In response to devman

Thing is though if my PSU wasn't supply proper power the other 7800GTX 512 in my pc shouldn't be working either. I tested the card in both PCI-E slots using two different power connectors and it gave me that message both times. I though perhaps the message might be benign but I was getting like 6FPS on that opening test in 3dmark06. I get ~31 fps in that opening shuttle scene with my other 7800GTX 512. I got a bit over 60 when I had both cards in SLI.

To zinn

I'm feeling the same way. I even recommended my younger brother get an EVGA 7950GT right before my card died and regret it now. He could have saved money if he bought from a different supplier.
 
Zinn said:
I agree about EVGA sucking as of late. I had an RMA go absolutely horrible a couple months ago. After spending about 2 grand with them over the last couple of years, I basically swore off their products. RussianHAXOR on these forums got me in contact with one of their guys who promised to make it up to me by sending me a new working board out but they are dragging their feet and it's been almost two weeks since I've heard anything useful from them.

I remember their support being a lot better than this a year ago.

Remember in the 6-series era when BFG was on top of the heap and everyone was like "OMG BUY BFG THEIR SUPPORT IS THE BEST!" And then everyone bought BFG, their support went to shit, and soon afterwards, everyone's saying "OMG BUY EVGA THEIR SUPPORT IS THE BEST!"
Click to expand...

i don't think BFG's support ever "went to shit". i'm sure there have been isolated cases where people feel they weren't treated properly (when isn't there with ANY company? people can be very unreasonable), but overall they've always been good.

i've had BFG ti4600, fx5900, 6800GTOC, & 8800GTSOC. i had to use BFG's tech support last year. they were very helpful. this year, i had to RMA the 3 year old 6800GTOC; their service was very good.

i haven't had a reason for support/rma on my EVGA, so I can't comment one way or the other, but I've ALWAYS had good service/support from BFG..
 
CaiNaM said:
i haven't had a reason for support/rma on my EVGA, so I can't comment one way or the other, but I've ALWAYS had good service/support from BFG..
Click to expand...
I was probably a little harsh on BFG in my post. I just remember that right before and around the time of the 7800 launch, there were a ton of "BFG f*cked up my RMA" threads, and people were acknowledging that their support was not what it used to be. Whether this remains true today, I am not sure.

Hopefully you never need to deal with EVGA's support. I find that as of the last year or so they don't respond to emails and they are evasive and try to get you off the phone as fast as possible without resolving any issues.
 
I must be lucky, or just getting the right tech people for my RMA's with eVGA.
I've been having a video glitching problem with my 7800 card when running Dual Screens and had it RMA'd 4 times over the past year using their cross-shipping method, they send me a card then I send mine back.
I haven't had to pay any shipping at all.
I still have the problem, but at this point, I think it's a hardware issue with the P4C and P4P series of ASUS boards since the glitching happens on my brothers machine as well.
 
EVGA support is overwhelmed. I contacted them the other day, and it took 4 days for an email, and 15 mins on the phone.
 
It's not because eVGA's support sucks, it's because they've been swamped for a long time simply because they have a product worth offering and none of the other companies do.
 
RussianHAXOR has also helped me and got me in contact with Joe Darwin at EVGA.
 
Sinister Crayon said:
It's not because eVGA's support sucks, it's because they've been swamped for a long time simply because they have a product worth offering and none of the other companies do.
Click to expand...
Actually, that does mean their support sucks. They have a responsibility to hire enough people to support all the products they're selling. More people with EVGA products = more money for EVGA = more ability to hire support staff to make sure their customers don't start hating them.

Obviously they're having trouble with that last portion of the inequality.
 
I would just like to say, on a positive note, that I recently had to RMA two cards that failed on me at about the same time but for different reasons. 1 was a 7900GT CO, you know, the ones that the memory liked to die on? Well, mine finally did a year later. Artifacts all over the place, even on the boot screen. The other was a 7900GTO. I should've figured I was gonna be in trouble getting one of them, but I did anyway, and the entire card just died one day. It wouldn't even boot, just generated an error beep code.

So what's so good about that, you ask? I sent them both back for RMA on the same day. Quite painless. Instead of a 7900GT, I got back a new 7950GT, with the plastic still on the cooler. Instead of my 7900GTO I got back a 7950GX2. No shit. I got my upgraded RMA'd cards back less than 1 week after they received them.

I'm definately satisfied with EVGA. Now, lets just hope my EVGA 8800GTX holds up a bit better because it's one bad ass card.
 
I think they are having alot of fun with the 680i motherboards and thats slowing it down, on top of that they jsut did the quarterly inventory which delayed everything by 2-3 business days. Please, if you have a problem PM me. And if you arent contacted within 2-3 days please RE-Pm me and tell me that you have not gotten a reply. Also, please give me a follow up PM telling me if your issue has been resolved or not so that i can take care of you to the best of your satisfaction.

Edit: I for some reason tend to see that the email system is very slow or glitchy. I strongly suggest using the phones due to the ability to get things resolved instantly.
 
peacetilence said:
Let me preface this by saying I've been buying EVGA cards the last 5 years now. I had a 9500pro that I replaced with an EVGA card and though the difference was incredible. So much so that I became loyal to their brand. About a year ago I purchased a 7800GTX, the 7800GTX 512 has been announced and I used their step up program and purchased 2 cards for SLI in my rig. The processing was quick, customer support was great with answering my concerns about receiving the step-ups (had to wait a while to receive them)

Time goes by, I'm happy for a year, so much so that I hadn't bothered to keep up with new technology, and all of a sudden one of my 7800GTX 512 cards dies while playing stalker. Obviously I need to RMA, however, I use 2 cards in SLI so I would need either a serious card as replacement such as a 8800GTS 620 to replace 2 of these cards. (At high res with AA the 8800GTS 320 is actually slower than my card because of memory constraints!) Either that or I would need to RMA both my cards and receive equal replacements.

I voiced my concerns about which replacement card I would receive, was unable to get an answer from either the message boards or from calling EVGA support. They just gave me vague answers that didn't address my concerns at all. I sent my dead 7800GTX 512 to them, waited a week and a half to process, and finally received a dead 7800GTX 512 in the mail as replacement. The card wouldn't even power on properly. It gave me a message saying it wasn't receiving enough power (I have a fortron 700W SLI PSU and obviusly another 7800GTX 512 that works fine) so they sent me a damaged card that somebody probably rma'ed a long time ago. Now I have to spend more money to ship it back and wait who knows how long to receive who knows what...

Their customer service and quality level seems to have really hit the crapper in the last year or so. I spent like $1200 on these cards directly from EVGA and was obviously a loyal supporter for buying two of the 7800GTX 512 cards when they were so rare and expensive at the time and they reward me by sending me a dead card as replacement. I think I should take this as a sign to try something new in the future. If they can't handle their customer growth and quality of products at this level then I would imagine things would only get worse in the future. Nvidia seems to be off the mark as well. No new drivers in 6 months. Focusing their efforts on an OS that only like 5% of their customer base uses.. crazy...
Click to expand...

Please PM me with your info so i can get this looked into.
 
i'm happy ocz has entered the market with their 'true' lifetime warranties. hopefully they'll expand their video card lineup to give some decent competition for evga.
 
My brother recently RMA'd his 6800GT to Albatron and received a dead replacement card in return. The third one they were going to send was also dead but they had the brains to test it beforehand.

So there you go....it does happen that manufacturers send back faulty replacement hardware, and it really starts to get annoying each time you have to pay for shipping when they cant get their shit together.
 
Everyone,

I see that a few of your have had some issues with either your step-up or your RMA and I would like to assist you directly.

If you can email me your RMA number and Serial number I will personally have a look into your RMA and find out why it has been delayed.

Thank you and I look forward to helping you.

Joe Darwin
[email protected]
Director of Technical Marketing
 
jdarwin said:
Everyone,

I see that a few of your have had some issues with either your step-up or your RMA and I would like to assist you directly.

If you can email me your RMA number and Serial number I will personally have a look into your RMA and find out why it has been delayed.

Thank you and I look forward to helping you.

Joe Darwin
[email protected]
Director of Technical Marketing
Click to expand...
I am simply amazed by the level of service, of a company that will go out and find its customers and try to make them happy.

EVGA is not the only one around here who monitors these boards and addresses the problems directly. There are several companies who visit [H] to help.

This is very good customer service. There are not many industries where this can be said.

I hope everything works out well for those with problems.
 
Ouch you guys are scaring me, Im about to send a board and 8800gtx, a significant amount of dough too. Almost everything I buy is evga dont really wanna go to xfx instead.

Gooo Darwin!
 
In my recent experience I cant say enough bad things about evga. Their customer support is horrible and they will not cover their warranty. Ive had a very bad experience with them and tried to escallate it and they told me too bad get over it. And that was 3 weeks after they had my rma'd card that they accepted for rma and then sat on. horrible product and horrible support.

For reference I have a evga 8800gtx also and wish I didnt but too late now.

The problem was a 7950gt totally stock in my wifes DFI Lanparty mother board that melted down. No water, stock cooling etc, front pin melted after it had been in the pc for 2 months. Corsair 620 psu etc all no issue and still working today.

DFI warrantied the mb, and said it was the video card issue not the mb. EVGA said so sorry and I ate a 300.00 2 month old video card. After I had talked to them on the phone went over all of this and they told me to rma it then changed their mind.

Again nothing good to say about a video card that melts in a stock pc thats been running for 2 months. It shut down on her, she powered it back on and it smoked up. All over at that point.


Buy something other than evga.
 
The last time I was compelled to use a company's tech support and RMA service was about 6 years ago with a broken Hercules 3D Prophet II (64 MB GeForce 2 GTS).

I count myself lucky that since then I have never had to call tech support or try to get an RMA on a broken video card from the manufacturer. Hard drives are another story....
 
EVGA is one of the best out there. I've RMA'd two cards with them and each time it was smooth and painless.

The fact that they even popped into this thread shows you how damn good they are. :)
 
Well I just have ordered a new evga 680i motherboard and evga 7900gs video I have high hopes that everything will go well and its good to see they monitor these forums. It makes feel that much better about my new pc build.
 
jdarwin said:
Everyone,

I see that a few of your have had some issues with either your step-up or your RMA and I would like to assist you directly.

If you can email me your RMA number and Serial number I will personally have a look into your RMA and find out why it has been delayed.

Thank you and I look forward to helping you.

Joe Darwin
[email protected]
Director of Technical Marketing
Click to expand...

How come Jacob Koeck never responds to emails? I had emailed him about the RMAs with my 2x 7900GTs and he didn't respond to a single email and never answered his phone until I called you and you had to track him down. Seriously...I shouldn't have to call you to get ahold of him to finish the RMA process... The amount of effort that has to be put into just getting ahold of the correct person is ridiculous.
 
Juic3 said:
Ouch you guys are scaring me, Im about to send a board and 8800gtx, a significant amount of dough too. Almost everything I buy is evga dont really wanna go to xfx instead.

Gooo Darwin!
Click to expand...

I honestly don't think you have to worry too much. Tho that is a significant amount of money, they are keeping an eye on things here. Just keep in constant contact if things are/seem to be being delayed contact Mr. Darwin.
 
Joe is here to help you guys and insure of you that you get the best support possible.
 
RussianHAXOR said:
Joe is here to help you guys and insure of you that you get the best support possible.
Click to expand...

This far my RMA experience has consisted of...
Two dead/dying 7900GT cards (#1 is 100% dead and doesn't even POST and #2 gives me bad artifacting and BSODs all the time).

#1 is RMAed (costs me $15-20 to send in). I check the box denoting that this card is part of a SLI setup.
#2 is RMAed (costs me $15-20 to send in). I check the box denoting that this card is part of a SLI setup.
The replacement for #1 is a 512MB 7950GT. The replacement for #2 is a 7900GT of the same model I had sent in.
The 7950GT replacement has terrible EMI sounding high pitched noise during 3d operation, however it seemed to be 100% stable. I could hear the card from another room in my house if it was doing 3d work, just to give you an idea of how high pitched and annoying it was.
The 7900GT replacement works...for three days and then I come home from work and I have terrible screen distortion and the card BSODs in Windows. I put the 7950GT back in and only am able to (sanely) use my computer for 2d applications.
The 7950GT is RMAed via cross shipping at Evga's expense after negotiating with Jacob about this ridiculous situation and I recieved a fully functional, working 7950GT. Yay!
The 7900GT is still in a box awaiting to hear from Jacob. The cross ship RMA status was updated to "completed" this past Monday 04/09. I hadn't heard from Jacob by lunchtime on 04/11 so I emailed him then and still haven't heard back from him...

I've been in the process of trying to get two fully functional and working cards since March 12th (which was the day my first RMA was approved). Thus far I have recieved two different model cards for an SLI setup, neither functioned properly for more than 72 hours, and I've spent $30-40 of my own money. Additionally, I have been unable to get ahold of Jacob Koeck (who is supposed to be handling this whole ordeal) on my own and have had to call Joe Darwin to get ahold of him.

Now, I'm not knocking on Joe. He was incredibly helpful and to the point when I called his direct number. However, I don't understand why I should have to call Joe to get ahold of someone who should be handling my RMA.
 
Im sorry to hear that happened to you. BUt i know that joe will take the best care of you.
 
For those of you that are experiencing issues or feel your emails are not being answered be feel free to cc: [email protected] on your emails and I am more than happy to make sure my team is doing their job.

I am here to help and improve continually improve our level of customer support.

If you let me know, normally I have a resolution for you with in a few business days if not sooner.

Thank you again for everyone's feedback.

Joe Darwin
[email protected]
714-528-4500 x118
 
jdarwin said:
For those of you that are experiencing issues or feel your emails are not being answered be feel free to cc: [email protected] on your emails and I am more than happy to make sure my team is doing their job.

I am here to help and improve continually improve our level of customer support.

If you let me know, normally I have a resolution for you with in a few business days if not sooner.

Thank you again for everyone's feedback.

Joe Darwin
[email protected]
714-528-4500 x118
Click to expand...

I got an email back from Jacob as well as a UPS shipping label. Thanks Joe!
 
Zinn said:
Actually, that does mean their support sucks. They have a responsibility to hire enough people to support all the products they're selling. More people with EVGA products = more money for EVGA = more ability to hire support staff to make sure their customers don't start hating them.

Obviously they're having trouble with that last portion of the inequality.
Click to expand...

Wow, where did you learn your business logic from? Your local lemonade stand?

GG
 
well check this out. I recently setup an RMA for my 7600gt. I got an email back telling me I needed a reciept, but that card was also a previous RMA. I emailed the generic RMA email address and actually got a reply from a manager.

So I took the opportunity and dumped my whole story on him. He emails me back and states that my request for cross shipping had been approved and the card would be mailed 2 - 3 days from when I spoke with him on last thursday.

I never recieved an email with a tracking number and it was in pending on the site. I emailed him back this past wednesday, he said he fixed the issue and would be sending out the card today. So guess what, the card only ships TODAY, and I am not set to recieve until the 18th. I mean, I expressed my urgency to get this resolved, why didnt they atleast use 3 day? Its taken more than a half a month to resolve this issue with this ONE card.( whole issue has lasted a year) I personally work 40 - 50 escalations per a week with small business consumers for a large tech company and close more than half of them. One of the many tools I take advantage of is shipping. Shipping is the number one tool I use to expedite all my issues. You can really make a customer happy by just telling them their product will be there the next day or in about 3 business days.*****

I would have been better off going through a standard RMA and paying for shipping myself, I would have had it probably by Monday, if not Tuesday for sure.

This is the service offered by a Manager? I even praised him in the emails for his early fast responses and ugency with the matter. I guess I jumped the gun with the praise, I suppose it came too early.

I also work for a major tech company, and I understand how stuff goes but man its always different being this side. I have basically had this issue for about 1 year, with 3 evga boards. I doubt Ill support them much in the future(unfortunately. eVGA use to be my favorite branded gpu)

****side note: as far as I know, it is possible to contact a carrier and change the shipping method (just an idea, if someone would like to further assist with this RMA....AHEM EVGA****
 
BoredTiger said:
Wow, where did you learn your business logic from? Your local lemonade stand?

GG
Click to expand...
What issue do you have with my logic that warrants a needlessly disrespectful comment like that? If you disagree with me, then why don't you try to be a bit more civil and provide a valid counterpoint? Seriously, you're just coming off as rude and immature here. That's not very logical either.
 
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